A campaign can work and the business can still lose the lead. A salesperson can close the deal and the customer can still experience a poor handoff. A service team can solve the problem and the company can still fail to ask for a review, referral or renewal.
The seven gaps to inspect first
1. SourceCan you see what created the opportunity?
2. ResponseHow quickly does a real person or system respond?
3. OwnershipWho owns the next action—and by when?
4. QualificationIs every lead assessed with the same useful criteria?
5. HandoffDoes sales information reach delivery without being re-created?
6. RecoveryWhat happens to missed calls, no-shows and stalled opportunities?
7. RetentionAre reviews, renewals and reactivation designed into the journey?
A simple diagnostic
Take one real customer from first touch to the most recent service interaction. Write every system, person, message and decision involved. Wherever the next action is unclear, delayed or invisible, revenue is at risk.
AttractsourceConvertresponseManageownershipDeliverhandoffRetain
The purpose of a connected system is not to remove people. It is to help people see the same customer journey and act with shared accountability.
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