The Handoff Myth

Your company has departments.

Marketing. Sales. Operations.

Each with its own goals. Its own metrics. Its own leaders.

But here's the thing: your customer doesn't see departments.

They see one journey.

When someone buys from you, they don't think:

"Now I'm in the marketing phase... now I'm interacting with sales... now I'm talking to operations."

They're just trying to make progress in their life.

They move through a simple timeline:
First Thought, Passive Looking, Active Looking, Deciding, Onboarding, and Ongoing Use.

But we've built our processes without even considering that.

We've created silos and handoffs between departments that feel natural to us — but create confusion for customers.

Marketing sets expectations that sales can't meet.
Sales makes promises that operations struggles to deliver.

No wonder customers get frustrated.

What if we organized around the customer's timeline instead of our functions?

What if every person in your company knew exactly which part of the customer's journey they were responsible for?

So here's the real question:

Are you building your company around how you see things, or how your customer sees things?

Because only one of those perspectives pays the bills.