Client Onboarding That Sets Up Success

Onboarding sets the tone for the entire relationship. Do it well and client management gets easier. Do it poorly and you're fighting uphill.

Before the Kickoff

Send welcome email with what to expect. Share access requirements (logins, assets, etc.). Provide intake questionnaire. Schedule kickoff with clear agenda.

The Kickoff Call

Introductions and roles. Review goals and success metrics. Walk through process and timeline. Set communication expectations. Answer questions. Confirm next steps.

First 30 Days

Over-communicate. Deliver early wins. Surface issues immediately. Establish reporting cadence. Check in on satisfaction explicitly.

Documentation

Central location for all project info. Client contact details and preferences. Account history and decisions. Access credentials (secure storage). Everything someone new would need to pick up the account.