In this stage we need to ensure that your operations and delivery of value is aligned with what has been sold.  Proof is in the pudding and this is the moment of truth to see if we are fulfilling our brand promise.  While the customer must answer this, Sales is the relationship owner who needs to hold this conversation to assess if the final outcome is as expected, if we are falling short, or if we are in fact creating new value which we didn't foresee.