Connect the customer journey. / 12 min / 3-question quiz
Design a handoff that gives the next team the context, responsibility, and acceptance criteria it needs.
07/ 20
Alex · Your virtual learning guide
Follow the reading, unpack the idea, and put it into practice. At your pace.
You will create a handoff contract and an onboarding checklist for one customer journey.
Identify the event that starts delivery and the team receiving the work. Record the agreed scope, customer contact, relevant commitments, open questions, and the first delivery action. Separate confirmed commitments from suggestions. Make the sending owner responsible for completing the brief, rather than assuming the receiving team will reconstruct the conversation.
Define what the receiving team checks before accepting the handoff. Name one accountable owner on each side and decide how missing information returns for clarification. A status change alone is not evidence that another team has accepted responsibility. Keep a visible record of what was accepted and which questions remain open.
Break the first delivery period into a few meaningful milestones with owners and completion conditions. Include an exception for a customer who cannot provide a required input. Review the handoff after the first completed case and remove information nobody used. Expand the process only after both teams can follow it consistently.
Example to adapt
A fictional consultancy wins an implementation engagement. Sales provides the agreed scope and approved dates, but flags the client’s data export as still missing. Delivery accepts responsibility for the kickoff after reviewing the brief. The missing export has a named follow-up owner and is not silently treated as ready.
Try it with your team
Draft a sample customer brief with scope, confirmed commitments, open questions, sending owner, and receiving owner. Define three acceptance checks and a return-for-clarification condition. Ask a colleague to begin the next task using only the brief, then improve any missing context.
Put your understanding to the test
Answer all three questions correctly to complete this lesson. Feedback is part of the learning; you can try again.
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