topic Re: Does anyone have any tips for handling the customer handover process? in Tips, Tricks & Best Practices

Does anyone have any tips for handling the customer handover process?

Dan1 — Sat, 07 Apr 2018 14:36:47 GMT

Hi,

We run a B2B SAAS business and we have 2 handovers within our sales process:

1) Sales Development Rep to Account Exec

2) Account Exec to Customer Success Manager

I have put together a 3 min video which details how we do this from within the HubSpot CRM. By Sharing this I hope it helps other users, but I would also like to see if anyone has any suggestions or tips for improvements?

Thanks,

Dan

Re: Does anyone have any tips for handling the customer handover process?

edjusten — Mon, 09 Apr 2018 18:13:59 GMT

Hi @Dan1 Thanks for this great resource! I'm sure the prime minister's Brexit fears have been allayed thanks to the creative use of org charts and theHubSpot CRM to track the transfer of assets from the EU.

Tagging a few partners and INBOUND professors here for further comment: @Babel_Izzy @cbsembler @ajwiggins85

Thank you,

Ed Justen

Re: Does anyone have any tips for handling the customer handover process?

KyleJepson — Mon, 09 Apr 2018 20:23:48 GMT

What a great use of snippets--love it!

Re: Does anyone have any tips for handling the customer handover process?

KyleJepson — Mon, 09 Apr 2018 20:26:05 GMT

Also, that org chart thing you built is super slick.

For anyone who's interested, Dan built that, and you can get it here: www.orgcharthub.com

Re: Does anyone have any tips for handling the customer handover process?

Dan1 — Thu, 12 Apr 2018 13:29:26 GMT

Hi @edjusten,

She did seem relieved. The Queen also really enjoyed a couple of HubSpot Insights, see here.

I would really like to know if anyone has any further tips on handovers, as its a big part of getting the sales process ticking.

Thanks,

Dan

Re: Does anyone have any tips for handling the customer handover process?

Dan1 — Thu, 12 Apr 2018 13:30:45 GMT

@KyleJepson snippets are awesome, so simple and they save a lot of time!!! Props to the HubSpot Dev team for that feature.

Re: Does anyone have any tips for handling the customer handover process?

KyleJepson — Fri, 13 Apr 2018 15:00:35 GMT

I would say it's important to keep the handover in mind from the beginning. You can add required properties to deal stages so that deals can't enter that stage without having those properties filled. Doing that ensures crucial information is gathered incrementally, which prevents the deal from getting to the end with gaps in it.

Re: Does anyone have any tips for handling the customer handover process?

Bettinarf — Sat, 02 Mar 2019 10:38:31 GMT

Hi Dan, how do you handle the contacts historical information if a person has left the company and is now working for another company?

Ex. I have a sales rep dealing with a prospect and the contact whom he was trying to sell left the company and now we are talking to the same contact but within the new company.

How do you keep track of all this information without loosing it? through the notes/snippets you place on the contact?

Do you create a new contact for the same person and you keep the old contact alive?

Thanks!

Re: Does anyone have any tips for handling the customer handover process?

Dan1 — Tue, 05 Mar 2019 09:46:43 GMT

Hi @Bettinarf ,

A HubSpot Moderator explains this in the link below in a much better way than I could 🙂

https://community.hubspot.com/t5/APIs-Integrations/Notes-on-Contacts-that-Move-to-a-Different-Company/m-p/224149

I hope this helps,

Dan

Re: Does anyone have any tips for handling the customer handover process?

Bettinarf — Tue, 05 Mar 2019 23:18:11 GMT

thank you very much Dan!

Re: Does anyone have any tips for handling the customer handover process?

Nadine_N — Fri, 08 Mar 2019 19:59:26 GMT

Thanks Dan.

This is very good!