How to Improve Handoffs from Sales to Delivery, With Kristen Kelly
About this episode
Marcel and Kristen discuss improving the handoff between sales and delivery in service businesses to enhance client experience and profitability.
About this Episode In this episode of the Agency Profit Podcast, Marcel is joined once again by Kristen Kelly to unpack one of the most persistent friction points inside service businesses: the handoff between sales and delivery. Drawing on her experience working with agencies of all sizes, Kristen breaks down the all too familiar pattern of projects kicking off with a signed contract but no real context, delivery teams guessing at what was promised, and loosely defined scopes that quietly erode margins. She and Marcel explore how misaligned incentives, weak scoping and pricing frameworks, and inconsistent data structures across tools turn every new project into a game of telephone for clients and a source of internal tension between sales, account management, and project teams. From practical fixes like sharing recorded sales calls and involving account managers in late stage sales conversations, to more structural shifts like separating price from scope and using reporting as a forcing function for better alignment, this episode gives agency leaders a clear roadmap to tighten handoffs, improve the client experience, and protect profitability.
More episodes of The Agency Profit Podcast
- Inside a Boutique Agency Holdco, With Sei-Wook Kim
- Growing Through M&A in the Age of AI, With Peter Lang
- Implications of Agency Founder Bottlenecks and How to Fix Them, With Kristen Kelly
- How to Build an Anti-Fragile Agency, With Brent Weaver
- Where CFO Meets COO: Parakeeto's Unique Approach to Profitability, With Carson Pierce
- How to be Profitable at Any Size, With Drew McLellan
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