As a deadline-driven team, Implementation fiercely adheres to project start and completion dates (for their sake and the client’s). To balance their perpetual project intake, they’re eager to offload projects once completed so they can move on to the next. But issues arise when project handoffs occur at a less-than-ideal time for the next in the line of Client succession.
With a prescriptive approach and coordinated effort, seamless transitions can become a reality.
The following are the key elements that need to be a part of the handoff to ensure a smooth transition and work going forward.
Client Account Information: This includes the company name, industry/sector they function in, company size, and contract details.
Client Team Information: This includes the first point of contact from the client end, the decision maker for the purchaser, and details of the team using the product.
Internal Team Information: This includes details and contact information of the primary Client Success Manager and the Sales Team member. In addition to this, it all identifies other key stakeholders and their responsibilities.
Client Goals: This defines the business objectives of the client. At the time of Project Retrospective & Executive Alignment call, we can get the insights on VO which might help us moving forward with the Client
Reason for choosing the product: This identifies the issues faced by the client that the product stands to resolve. It also identifies the features or benefits that the client is keen on. It is imperative to analyse if the client is migrating from a competitor in this stage. If they are, it is essential to understand the reason behind the switch so you can avoid the mistakes made by your predecessor.
Defining Success (Client): This section identifies the parameters based on which the client determines if the product is helping them achieve their goals.
Defining Success (Internally): This section identifies and defines the key metrics that need to be evaluated to ensure that the project is on track and Client satisfaction is retained a.k.a D-E-A-R Framework attributes and their individual impact.
Work and communication style: This includes the most effective and easy communication channels to reach the client for future communication and preferred timezone.
Growth opportunities: This section helps identify how the product can be custom-tailored to suit the client’s needs better. It also analyses the additional features that can be made available to the client based on their business goals at scale.
Red flags and risks: This section identifies all roadblocks that were present during the sales/ implementation process and offers solutions on how these can be avoided going forward.
Next steps for the team: It includes all steps that need to be adopted to ensure client satisfaction. It also lists the members responsible for each of these tasks identified.
Next steps for the client: It includes an analysis of any additional training required to ensure smooth journey of the product within the current working system of the client. We can also notify them about our Certification programs, GS Community or Pulse+
Any other important notes
Common Pitfalls to avoid:
Poor Knowledge Transfer
GS Admin Training is Not Value Focused
Weak Value Realisation Post-implementation
Intangible Business Impact and ROI
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