The problem this solves
Handoffs are where customers get dropped. Sales closes and moves on, onboarding starts from a blank record because the deal context lives in the rep's inbox, customer success discovers commitments nobody documented, and renewal conversations start cold. Internally each team runs its own stages; the customer experiences the seams between them.
How we work
We map the full lifecycle across teams: stages from first touch through onboarding, adoption, renewal, and expansion, with one shared definition per stage instead of the per-team dialects that make cross-team reporting impossible.
Each handoff gets designed explicitly: the trigger, the required data package that must travel with the customer, the ownership change, the SLA, and the customer-facing experience during the transition, meaning who they hear from and when, so the switch feels like continuity rather than starting over.
Then we specify the system mechanics: lifecycle stage properties, pipeline transitions, handoff automation, and required fields that make context transfer enforceable in HubSpot rather than dependent on individual discipline.
Deliverables
- End-to-end lifecycle stage model shared across teams
- Handoff specifications: trigger, data package, owner, SLA
- Customer-facing transition design
- Required-data rules per stage
- Handoff automation design
- Ownership and escalation matrix