When should a new logo be passed off from sales to account management? Is there a benefit to delaying the handoff?

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CSO in Softwarea year ago

It's all circumstantial depending on the goals of your business/team. For us at Atana (atana.com) we have new biz reps handover their accounts to Customer Success/Account Management within a week of selling the new logo. However, if it is a land and expand opportunity the New Biz reps still get credit for expanding the use of the product originally purchased on the initial order form when purchased within the first 6 months. But any additional products purchased not originally on the initial order form, or purchased beyond 6 months from initial signature, those are commissionable by the CS/AM team.

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CEO in Services (non-Government)2 years ago

I think the answer to this depends.  The goal is to ensure continuity of relations and a frictionless experience for the customer.   I think that the handoff follows a co-management - that co-management may happen in one meeting or it may happen over a period of time.  When in doubt, ask your clients how their experience was and is and what they would recommend you modify to improve it!

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CEO in Software2 years ago

This really depends on the size of the annual contract value.  When I ran a group for enterprise sales we gave the rep a 9 month grace period because on average the deals would take 9 months to close.  This keeps the existing relationship in tact and incentivizes the team to do what's best for the customer while also putting a clock on fast upsells.

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CEO in Software2 years ago

It depends on the average deal size and the sales cycle length.  The higher the value and the longer the process the greater transition time you should have.  Our average deal size grew from $300k to 800k plus and so we gave the rep 9 months for new revenue comp. and then they received a reduced comp fee in which this was handed to a csm/am. 

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VP of Sales in Education2 years ago

Important to have some specifics/context around questions.  In a transactionional sales (under $10k ASP) the hand over should be done instantly as its likely to be a straight forward onboaring process.

In an enterprise deal the relationship is much more important and CS should be involved in the final steps of the call.  They should be used as an intro so when the deal is closed there isnt so much as a handover but rather a continuation of relationship.

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