Team situation
Handoffs are where you lose the customer.
Customer-Facing
Aligned around the full customer lifecycle — from first touch to long-term success
Bring your team →The customer experience that most organizations deliver is a series of handoffs — from marketing to sales, from sales to implementation, from implementation to customer success. Each team does their part. The relationship gets dropped somewhere in between.
Customer-facing alignment is not a process problem. It is a shared ownership problem. When no one fully owns the relationship across the full arc, each team optimizes for their metric and the customer feels the seam.
This work is about identifying exactly where your team loses the thread — and deciding, collectively, who owns fixing it.
“Where are the handoff points where we lose the customer relationship — and who owns fixing them?”
At which point in the customer journey does your team lose confidence that someone is owning the relationship?
What metric is each team optimizing for — and where do those metrics conflict?
What would a customer who churned in the last 90 days say about what went wrong?
Who is accountable when a customer relationship fails — and does everyone in the room agree?
When customer satisfaction drops, NPS moves > 5 points, or churn spikes unexpectedly