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

Customer Engagement Team & Organizational Design

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Head of Sales in Consumer Goodsa year ago

The process should be a gradual transition. Once the deal has been signed, sales should still have some contact with the new logo during onboarding to help facilitate the relationship with the AM. Once onboarding is complete, the AM should own the relationship.

CEO in Softwarea year ago

Often the customer relationship does still matter. In our organization people have the freedom to decide when and who to hand over - and if. Our sales team is organized collaboratively so they all get compensated when one in their team wins, be it sales or am.

COO in Softwarea year ago

Segmentation can be useful in guiding when to move customers to account management based on the following questions:
1. Is the account strategic or a regular account? Some accounts may benefit form an ongoing relationship from the original sales person/team.

2. What is the expected renewal rate for that account/type of account? Some accounts need extra or special attention to ensure renewal which may come from a combination of sales team and account management.
3. What level of fast follow business (e.g. repeat or upsell business within the next 12 months) is expected from this account/type of account. Some accounts with significant additional opportunity may be best to stay with the sales team.

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Director of Enablementa year ago

Once the deal is closed and the contract is dry, the job of the salesperson is complete. It’s been sold

At that point your CSM/Account manager should step in to do what they do best.

A delayed transistion often leads to blurred lines of responsibility, which can impact sales folks chasing other prospects

CSO in Mediaa year ago

This one is tough as it always depends on the business and type of sales -- i.e transactional vs large enterprise.

Generally, I believe to bring the AM / CS in just before the deal is signed to introduce them and to show them the great support they will be getting - this often helps close the deal.