Resources
What you need to design your after-sales — free, paid, or with support
Here you can download the frameworks that I use when designing my clients' after-sales architecture. Learn step by step how to implement each piece. Or hire support to do it together.
FREE FRAMEWORKS
Download the criteria before building
The Handover Framework: a structure that prevents context from getting lost
The client signs, and something gets lost in the handover to CS: what was promised, why they bought, who really calls the shots. This framework gives you the criteria to see it — and fix it before it hurts.
- The maturity model of the handover
- The 5 structural failures that break the handover
- The 7 risk signals that Sales has and CS never receives
- How a client is really transferred
Support vs Customer Success: where does the line sit?
The client signs, and something gets lost in the handover to CS: what was promised, why they bought, who really calls the shots. This framework gives you the criteria to see it — and fix it before it hurts.
The CSM ends up resolving tickets. Support ends up without context. Nobody prevents churn. This framework helps you see where that boundary stands today — and at what maturity level you are.
- The 3 symptoms that Support and CS are confused
- The real model: System / Usage / Value
- The 4-level maturity self-diagnosis
- Why churn starts in Support, not in renewal
VERY SOON
Operational playbooks
The frameworks give you the criteria. Playbooks give you the how: step-by-step processes, ready templates, metrics, trackers, RACI. Two playbooks are on the way. Sign up to be one of the first:
Handover Playbook + annexes
Everything you need to implement handover in your company: completeness validation, minimum viable document model, communication templates, pre-activation checklist, integration into your Notion.
- Minimum viable Handover Document
- Completeness traffic light system
- Communication templates (Sales → CS → client)
- Workflow step by step · RACI cross-teams
- Pre-activation checklist · Notion Guide
Support Playbook + annexes
How to separate Support from CS without breaking the company: role structure, conflicting ownership model, KPIs that count, cadence meetings, correct escalation.
- Operational definition of Support vs CS vs Implementation
- RACI by type of incidence · Severity system
- Metrics in 4 layers (volume, impact, resolution, satisfaction)
- Cadence meetings · Climbing to Product
- SLA templates
OTHER RESOURCES