June 3, 2026 ·
Customer experience often breaks at handoffs between sales, onboarding, support, and success. The fix is rarely more reminders. It is clearer entry and exit criteria.
Each handoff should answer four questions: what must be true before work moves, what context travels with it, who owns follow-up, and how exceptions are escalated.
A well-designed handoff creates confidence for both the customer and the internal team receiving the work.