SalesA B2B seller with a one to six month cycle

When I hand a customer to delivery, I want them still happy six months on, so I can sell again instead of always hunting new logos.

Khi tôi bàn giao khách cho đội triển khai, tôi muốn họ vẫn hài lòng sau sáu tháng, để tôi còn quay lại bán tiếp thay vì phải luôn đi tìm khách mới.

Job context

Who
A seller measured on both new and renewed revenue
When
Right after signing and at every renewal
Trigger
A large customer not renewing, with the seller learning last
Situation
The seller promises and somebody else must deliver it
Constraints
Does not manage delivery, and targets push toward new logos

5 Pains

  • The sales promise exceeds what gets delivered

    High

    Pressure to close inflates the promise and someone else must honour it.

    Root cause: The promiser and the deliverer are measured on different metrics

  • Handover loses the context

    High

    Why they bought is the most important information and it does not travel with the contract.

    Root cause: Handover systems transfer contract data, not reasons

  • Targets push toward new logos

    High

    New revenue is rewarded more than retained revenue.

    Root cause: New revenue is visible while retained revenue looks like the default

  • Does not know what problems arise after handover

    Medium

    Information only returns once it is a crisis.

    Root cause: No channel keeps the seller in the loop after signing

  • Returning during a problem reads as coming to sell again

    Medium

    The role makes every visit legible in only one way.

    Root cause: The title carries a default intent in the customer's eyes

5 Desired Outcomes

  • The sales promise matches what is delivered

    Functional

  • The reason for buying travels with the contract

    Functional

  • Know a customer's problems before they are crises

    Functional

  • Return without being read as selling

    Social

  • Hunt fewer new logos

    Emotional

5 Existing Solutions

A solution is not the same thing as a product — a customer can hire a behaviour or a workaround too.

  • A formal handover session

    Behaviour

    Transfers context when it happens, and is the first thing dropped when busy.

  • Record the buying reason in the account record

    Workaround

    Sellers build the organisational memory the system has no field for.

  • Tie part of commission to renewal

    Product

    The only way a sales promise acquires consequences.

  • Keep a personal relationship with past customers

    Behaviour

    The real early-warning channel, running on relationship rather than process.

  • Promise less than what can be delivered

    Behaviour

    Correct, and it lowers the win rate this quarter.

2 Opportunity Gaps

  • The promiser is measured on deals closed and the deliverer on what is delivered, so promises always tend to overrun.

    Why existing solutions fail: Commission pays at signing while the consequence of an inflated promise appears months later in another team, and the two never meet on one scorecard.

    Potential opportunity: Paying part of the commission at renewal, so promise and consequence meet on the same person.

  • Why the customer bought is a contract's most important information, and no system on either side of the handover has a place for it.

    Why existing solutions fail: The sales system closes at the deal and the delivery system opens from the contract; the reason sits between those moments and belongs to neither.

    Potential opportunity: A required buying-reason field, written by the seller and read by delivery at the first session.