In part 1 of this blog post, we covered the first two steps that every client onboarding workflow should include to learn more about your client’s needs and welcome them to your company. The next three steps are essential to set both you and the client up for success.
Step 3: Kickoff Meeting or Call
Now it’s time to schedule a kickoff meeting. It’s a chance to get all the key players together to discuss the project, and you can do it on a voice or video call or in person (sometimes geographic proximity necessitates a call). Send out an agenda before the meeting so everyone knows what to expect. Some things to cover:
- Contract review to define the project scope
- Goals you want to accomplish, based on the client questionnaire
- Any challenges you or the client foresee
- Questions and clarification on contract or deliverables
It’s important to review the entire project now and get buy-in from everyone to avoid “scope-creep” where the client demands more than what the contract provides, or a situation where you don’t clearly understand the expectations and end up under-delivering.
Step 4: Project Roadmap
Either during or right after the kickoff call, you should present your clients with a project roadmap. This doesn’t need to be a detailed explanation of everything you plan to do for the client, but it should provide a basic outline of your plan, including the overall goals and tactics to achieve each goal. It should also have a timeline of when you will deliver specific things, and the roles and responsibilities for both you and the client.
Step 5: Follow-Ups or Check-Ins
One of the places where many companies falter is having a defined process for following up with clients once the kickoff meeting is over. You may be hard at work on all the deliverables, but if they don’t hear from you or know what’s going on in that process, they can quickly get frustrated or believe you are not doing anything.
During your kickoff meeting, set expectations of when and how often you will be checking in with the client, and schedule those calls or meetings immediately so they’re on your calendar. Follow-ups should occur at least every two to four weeks in the beginning. It’s even better if you have a platform that allows the client to see everything that is going on, creating a more transparent process so clients are never in the dark about what is going on and when things will be done.
Take the Right Steps for Client Onboarding
Don’t leave client onboarding to chance and hope you are getting it right. Streamline your process with GuideCX and learn how we’re changing onboarding to improve transparency, reduce hassles, and increase the lifetime value of new business partnerships. Schedule a demo to see how we’re doing it.