In software sales, never promise what you can't deliver or rely on future roadmap features that aren't available yet. Follow a strategic approach - set expectation, challenges and product fit are to be considered. - Document all customer requirements and expectations from pre-sales. A formal handoff, like a working session, builds trust with the customer - A step-by-step plan with key milestones and responsibilities, and share it with the customer. - Provide early training through live sessions, documentation, and self-service resources before full deployment. - Involve a Customer Success Manager early to build a proactive, long-term relationship by setting success metrics during onboarding and reviewing them regularly post-sales.

To effectively close the gap between pre-sales and post-sales customer expectations, prioritize clear communication, ensure consistent follow-up, and facilitate a smooth transition. Establish realistic expectations during the sales process, provide thorough onboarding, and deliver continuous support to sustain customer satisfaction.

This is a very common gap. From 15-years of my experience, I'm picking 5 most impactful priorities. Last one is the most helpful, yet, the missing one too. 1. Setting Right Expectations 2. Transparency and Co-ordination 3. Proven SOPs 4. People Skills 5. Genuine Interest in Helping clients achieve their outcomes. It is actually simple, theoritically, but alot of times people tend to screw-up with the simplest of things, causing serious dents in projects and/ or partnerships. That is why 'Mindset + Skills' is a must.

I built onboarding "transition folders" to help prospects understand the jump from pre-sale to post-sale. Each folder includes a timeline, onboarding to-do lists, and relevant integration information based on the package we decide to move forward with. When I send these resources over, I also detail what the transition timeline looks like on my end, i.e. how long it takes me to get the contract processed, when I'll reach out to schedule the kickoff call, when that call happens, etc. I've found that most buyers want to understand that support does not disappear when they become customers. Sharing these materials and ensuring a smooth handoff to the AM helps me to bridge the gap effectively.

One of the key aspects I have seen is that involving project and delivery teams in the sales cycle and setting clear expectations is a key to success