SAAS ONBOARDING
The Premature Handoff: Why Expansion Conversations Stall in the First Six Months
When onboarding hands the customer to Account Management on a calendar date instead of a customer state, expansion pays the price.
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A focused treatment of the Premature Handoff — the customer handed from onboarding to AM on day 90 because the calendar said so, when they had reached activation but not steady-state. The diagnostic signal: expansion conversations in the first six months that produce no expansion. The fix: define steady-state as a customer behavior (target action at expected frequency for two consecutive weeks) and trigger the AM handoff on that state, not on a date.