sales-to-cs-handofflisted

# CS Handoff Design the process that moves a customer from the seller who won them to the owner who keeps them. Lincoln Murphy's diagnosis frames the stakes: "Customers hate three things: surprises, uncertainty, and repeating themselves" - and a poor handoff delivers all three before the customer's first call with CS. He attributes customers ghosting during onboarding "100% of the time" to a poorly designed - or not-designed-at-all - sales handoff process. The design job has six decisions: - The trigger event and its gate. - The required data set. - The artifact it travels in. - The timing clocks. - The meeting pattern. - An accountability chain with an explicit acceptance step. The named canon, where it genuinely helps: - **Winning by Design's Bowtie Model** places Commit at the center of one continuous revenue lifecycle - the handoff is the seam between its two halves, not the end of a funnel. - **Murphy's Desired Outcome** (Goal + Appropriate Experience) defines what must transfer: the customer's actual goal _and_ the experience they need to feel successful, not just contract terms. - **Murphy's touch-level segmentation** sets coverage by what a segment needs, never by what it pays. - **Kristi Faltorusso's "10 Essentials"** checklist is the best-known practitioner inventory of the information that must move ("If you are aligned on all of these details, you will be set up to have a productive partnership kickoff"). - **Time to First Value** (TTFV, Murphy) is the clock