The problem this solves
Sales processes are designed around the seller's pipeline, not the buyer's experience. Buyers feel the difference: a week's wait for a proposal that then needs three corrections, a champion left without materials to convince their own CFO, pushy check-ins that track quarter-end rather than the buyer's process. Then the deal closes and it gets worse: the trusted salesperson vanishes, delivery arrives with none of the context painstakingly shared during the sale, and the customer starts the relationship explaining themselves all over again.
How we work
We reconstruct recent buying experiences from evidence: call recordings, email threads, proposals, and timelines from your CRM, across a sample of won and lost deals, because lost-deal experience is where the sharpest findings live. Where you can arrange it, we interview recent buyers directly about what the process felt like from their chair.
Then we audit the handoff itself as a designed object, or the absence of one: what context transfers from sales to delivery, in what form, who owns the customer during the gap, and what the customer sees in their first weeks after signing.
The deliverable is an experience findings report across the sales cycle and handoff, the specific friction points evidenced with examples, and redesign recommendations: buyer-facing process fixes, a handoff protocol with a defined context payload, and ownership rules for the transition window. It pairs naturally with the internal-facing Sales Motion & Pipeline Management Audit.
Deliverables
- Buyer-side reconstruction of recent won and lost deals from CRM evidence
- Buyer interviews where access allows
- Friction point register across the sales cycle with examples
- Handoff audit: context transfer, ownership, and first-weeks experience
- Redesign recommendations including a concrete handoff protocol