The power of an effective new client onboarding is something that simply cannot be overstated.
The way you onboard your customers sets the tone for your relationship, establishes expectations, and aligns goals. To help you master this crucial step, we've developed a client onboarding checklist.
This workflow is designed to be universal, applying to digital marketing agencies, public relations firms, design studios, and virtually any type of agency.
We'll guide you through the seven stages of the client onboarding process, providing actionable insights and best practices at each step. By adopting this roadmap, you'll be well on your way to fostering successful, long-lasting client relationships.
So, without further ado, let's see what’s included in the new client onboarding checklist template!
Stage 1: Document Client Information
The first stage of client onboarding checklist involves documenting all the necessary client information. This includes contact details, business objectives, and any relevant background information.
Having a comprehensive understanding of your client forms the foundation for a successful relationship.
- Company Name: The registered name of the client's business.
- Industry Type: The specific field or sector where the client's business operates.
- Company Scale: The magnitude of the client's business, defined by workforce size or annual turnover.
- Primary Contacts: The names, job titles, and contact details of the main personnel you'll be interacting with.
Stage 2: Assemble a Dedicated Team
Every client deserves a dedicated team of professionals who are invested in their success. Assemble a team based on the client's needs and ensure that each member understands their role in the project.
- Account Manager:
- Project Manager:
- Creative Team:
- SEO Specialist:
- Social Media Manager:
- Data Analyst:
- Technical Support:
- Legal Advisor:
Stage 3: Onboarding Questionnaire
A questionnaire is a great tool to gather more specific information about the client's needs and expectations. Cover important topics when onboarding new clients such as their target audience, marketing goals, and preferred communication channels.
About the Business
- Could you briefly describe what your business does?
- In which industry does your business operate?
- Who are your main competitors?
- Who is your ideal customer? Please provide as much detail as possible (demographics, psychographics, behavior, etc.).
- What marketing activities have you engaged in so far? How successful were these?
- What marketing channels have you used? Which have been the most successful?
- Do you have any existing marketing assets (website, blog, social media profiles, etc.)?
Goals and Objectives
- What are your short-term and long-term business goals?
- What are your specific marketing objectives?
- What are the key performance indicators (KPIs) you use to measure success?
Budget and Timeline
- Are there any specific deadlines or key dates we should be aware of?
- What is your budget for our services?
About the Brand
- What is your unique selling proposition (USP)?
- Do you have any existing brand guidelines (logos, color schemes, tone of voice, etc.)?
Expectations and Preferences
- What are your expectations from our agency?
- How do you prefer to communicate (email, phone, in-person, etc.) and how often?
- Are there any specific challenges or obstacles you think we might encounter?
Stage 4: Prepare Accounts
At this stage, ensure that all the necessary accounts are set up. Think of social media accounts, Google Analytics, CRM tools, or any other platforms that will be used throughout the project.
- Client Portal:
- Project Management System:
- Communication tools:
- Digital Marketing Tools:
- Billing & Invoicing:
Stage 5: Welcome Letter
A personal touch goes a long way. Send a welcome letter to the client, expressing your excitement to work with them and outlining the next steps. You can also use this moment to introduce the dedicated team.
- 👋 Team Introduction
- 👀 Overview of services
- ⚙️ Process and timeline
- 📱 Contact information
- ✅ New customer onboarding checklist
- 🔐 Access information
- 🎁 Small gift or token
Stage 6: Kick-Off Meeting
Organize a kick-off meeting to welcome the client, introduce the team, and discuss the project in detail. Clarify any doubts, set expectations, and align goals.
- Schedule a kickoff meeting and time
- Send invitations
- Research client, industry and overall project
- Write a meeting agenda and share with participants at least 48 hours in advance
- Share meeting notes and summary
Stage 7: Regular Update Flow
Lastly, establish a regular update flow to keep the client informed about the project's progress. Regular communication is key to managing expectations and building a strong relationship.
By following this client onboarding checklist, you'll set the stage for a successful client relationship. Remember, a smooth onboarding process not only makes your clients feel valued, but it also sets the tone for a productive, collaborative partnership.
Let's get started with the onboarding clients checklist and make a lasting impression!