The "Perfect Handover" now supported by AI

"Solid Handover" workflow should not feel like a relay race.  No need to “pass the baton” between Sales and CS.

We’ve all been there: A deal closes, and the CSM is left digging through a "black hole" of scattered emails, call recordings, and cryptic CRM notes.

Now we can leverage AI to bridge this gap.

Here are the key steps, along with the prompts, to make your life easier.

1. CRM Hygiene (The Automated Intake): Ensure your Sales Ops has email/calendar syncing turned on. AI tools can then scan the entire pre-sales history to create a Client DNA Profile before you even hop on the internal kickoff call.

   
   

2. The "Detective" Summary (Microsoft Copilot / Gemini) Don't just ask for a "summary." Use a specific prompt: "Extract the top 3 business outcomes the client expects in the first 90 days and any mentions of competitors we replaced."

   
   

3. The Move Toward "Agentic" CS: The goal? An AI Agent that triggers the moment a deal hits "Closed/Won." It analyzes the data, drafts an initial onboarding outline, and flags potential churn risks based on sales-cycle friction, all before the CSMs open their laptops or have to chase the sales team.

The Prompt:

 Copy the text below and paste it into your AI tool. Then, paste your sales call transcripts, meeting notes, or CRM exports directly underneath.

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Role: You are an expert Customer Success Manager (CSM) specializing in high-touch SaaS onboarding. Your goal is to conduct a "Deep Dive" analysis of a new client based on sales discovery data.

Task: Analyze the provided text (transcripts, notes, or emails) and generate a CS Handover

Brief. Focus on extracting strategic insights that aren't always visible in a standard CRM field.

Format the output into these five categories:

1. The "North Star" Metric: What is the #1 business outcome the client is trying to achieve? (Look for phrases like "If we don't solve [X], we will fail." Or: “this outcome [x] will help us to meet our organization/divisional goals”)

2. The "Why Now?": What was the specific "trigger event" or pain point that caused them to sign the contract this month?

3. The Power Map: Identify the "Champion" (the person most excited), the "Economic Buyer" (who signed the check), and any “neutrals” or skeptics mentioned.

4. Potential Landmines: Highlight any risks, technical hurdles, or negative experiences they had with previous vendors/competitors, or concerns they have before signing.

5. Success Definition: Based on the sales conversations, what does "Value" look like to them in the first 90 days?

Context/Notes to Analyze: [PASTE YOUR NOTES/TRANSCRIPTS HERE]

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Why this prompt works for CS:

• The "North Star" focus: Most sales notes tell you what they bought. This prompt forces the AI to find the strategic reason they purchased it.

• The Power Map: This helps the CSM better understand the account's political landscape.

• The Landmines: Knowing what the client hated about their last vendor allows the CSM to avoid those same mistakes in week one.

This is one of the initial AI-based workflows you can experiment with, which should yield a high return on the time and effort you will spend.