# Client handover — B2B SaaS

The client handover with the items a subscription business cannot afford to lose: the lead route and everything in it, the named account lists and how they were built, the agreed definition of an accepted lead, and whatever joins advertising data to pipeline data.

Everything else is the general handover, unchanged. One row per item, named exactly, verified from the receiving side, with ownership distinguished from access.

## How to use it

1. Copy this file, or the CSV version if you would rather work in a sheet.
2. List by category first, so a whole class of thing cannot be forgotten.
3. Name items exactly, with identifiers, not by description.
4. Have the receiving side verify each item, and record who and when.
5. Distinguish ownership transferred from access granted.
6. Write the risk if missed on every row, so the list can be prioritised.
7. Keep the notes: the reasons behind decisions are the part that cannot be recovered.

## The columns

**Item** (Text). The specific thing being handed over, named exactly: the routing rule by its name in the sales platform, the account list by its version, the reporting workbook by its location. Categories are not items.

**Category** (Text). Which of the seven kinds this is: account, asset, data, document, access right, relationship or obligation. Here the valuable half is documents and relationships: the acceptance definition, the reporting join, and the people who maintain the systems it passes through.

**Where it lives** (Text). The system it is actually in, and most of these are not marketing systems: the form builder, the sales platform, the integration, somebody's workbook. Name the system and the owner, because you will be handing over both.

**Access before** (Text). Who could reach it before, which for the routing is usually a marketing operations contractor and one administrator. Those are exactly the people a successor will need in their first fortnight.

**Access after** (Text). Who can reach it afterwards, by name, and at least two current people for anything on the lead route. A route that only one person can administer is the single point of failure this whole document exists to remove.

**Ownership transferred** (Text). Whether the thing itself moved, or only a permission to reach it. Most of this stack already belongs to the client, so the honest entry is usually access granted, and saying so avoids a successor assuming they control a system they do not.

**Verified by** (Text). The named person on the incoming side who checked it works. For the lead route that means submitting a test lead and finding the record, not reading a configuration screen.

**Verified on** (Date (YYYY-MM-DD)). The day it was confirmed. Routing and forms are edited by people outside marketing, so a verification from three weeks ago describes a configuration that may already have changed.

**Risk if missed** (Text). The consequence of missing this, in a sentence. For the routing it is that leads are created without owners and the campaigns are blamed for a conversion rate they did not cause.

**Outstanding** (Text). What is still to be done and by whom: the acceptance definition still to be re-agreed with the new sales lead, the list refresh still owed, the reporting join still to be reproduced.

**Evidence** (Text). What shows the transfer happened: the test lead record with its owner and source fields, a month of reporting reproduced by the receiving side, a written acceptance definition with its date.

**Status** (Text). Not started, transferred, or verified. Verified on the reporting join means the receiving side reproduced a month of it themselves; a file that was sent is transferred, not verified.

**Notes** (Text). What the receiving side cannot infer: which segments have been tried, the acceptance definition's history, why a list excludes an industry, which campaign shapes were tested and abandoned.

## The client handover

| Item | Category | Where it lives | Access before | Access after | Ownership transferred | Verified by | Verified on | Risk if missed | Outstanding | Evidence | Status | Notes |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
|   |   |   |   |   |   |   |   |   |   |   |   |   |
|   |   |   |   |   |   |   |   |   |   |   |   |   |
|   |   |   |   |   |   |   |   |   |   |   |   |   |
|   |   |   |   |   |   |   |   |   |   |   |   |   |

## Before you commit it

- Items are listed by category, so no whole class is forgotten.
- The whole lead route is documented and a test lead has been run after transfer.
- Every account list is handed over with how it was built and when it was last refreshed.
- The agreed definition of an accepted lead is written down and dated.
- Every row was verified by somebody on the receiving side, with a date.
- Automated rules and scheduled reports have been transferred or stopped.
- The notes carry the reasons behind decisions, not only the facts.