Why onboarding is important
You only get one chance at a first impression. Client onboarding is your opportunity to build a relationship, establish expectations, normalize communications channels, and impress your client that you have your act together.
Most importantly, a good onboarding process will lower your customer churn rate and increase profitability and satisfaction.
What client onboarding includes
Client onboarding is the process of creating relationships, gathering information, establishing agreed upon practices, and setting up systems. Usually this includes:
- Welcome email
- Kickoff meeting
- Add to systems: file sharing, communications (Slack)
- Check-in call after agreed upon time
- Internal retrospective