Client
Onboarding
Once your prospect becomes your client, you need to have a plan in place. You want to extract the
information you need quickly and efficiently. (Think, your client doesn’t want to be bothered everyday
for the next week, because you forgot to ask for information.) This plan below should be used as a
baseline to help develop your own client onboarding process.
● Introduction
● Client Preparation
o Record Basic details for this client
o Send Contract and additional documents
o Check signed documents have been received
o Have an onboarding call with the client
▪ Here you should introduce the team (anyone who will be involved) and discuss
expectations.
o Send welcome email
o Send new client questionnaire (shown below)
o Request marketing and media resources from the client (images, videos, branding info,
etc.)
o Confirm marketing and media resources received
● Setting the Agenda
o Research campaign ideas
o Create marketing plan first draft
o Schedule future calls
o Update client’s CRM and project management profile
o Confirm questionnaire is complete
● Project Start
o Brief the team and assign work
o Inform client of project start
● One-week Call
o Have a follow-up call
o Make changes based on follow-up call
● Monthly Call (repeat)
o Have another follow-up call
o Make changes based on follow-up call
o Send a post-onboarding survey
*At this point you would continue your monthly calls. Communication is extremely important between
you and the client. NEVER assume they know something, because you do.
Here is the questionnaire we use to collect our clients information.
Intake Questionnaire
1. Company Name
2. Company Address
3. Company Phone Number
4. Year Established
5. Number of Employees
Brand Questions
6. Company slogan/tagline?
7. Top 3 values of the company?
8. Why do customers choose you?
9. Describe the nature of your business. (In one sentence)
10. What are the most common objections or hesitations clients have?
11. Is there anything we should never mention?
12. Have you created a folder with all of the assets we will need?
Highlight and right-click the checkbox.
❏ Yes
❏ No
Systems & Process Information
13. Email Address
14. Do you use a CRM? If so, what CRM do you use?
Marketing & Sales Information
15. Are there any specials or deals you offer on a regular basis that you would like promoted?
16. What are the major steps in your sales process
17. What is the sales cycle timeframe?
18. What is your lead-to-conversion rate?
19. Monthly Recurring Revenue (MRR)
20. Annual Sales
21. Profit Margin
22. What have you tried in marketing that has worked?
23. And what have you tried that has NOT worked as well as expected?
24. Where do you currently spend your marketing dollars?
Highlight and right-click the checkbox.
❏ Online (Social Ads, PPC, etc.)
❏ Newspaper, Radio, TV.
❏ We don’t spend it anywhere
25. What marketing do you feel could work for you? Please explain.
26. Top competitors in the area (please list ALL that matter)
Company Positioning
27. Do you have buyer personas? If yes, make sure this was added to the shared file
28. Describe your ideal client. Who do you want to work with?
29. Who are your primary clients or consumers? Describe them as much as
possible. Age, gender, country, profession, etc. Who are you currently working with?
30. What message do you wish to convey to your current
customers and your new customers?
31. What kind of tone would you like us to take in the posts on your behalf?
Examples: Professional, Personal, Funny, Inspiring, Other
32. What part of the market do you think you are missing?
Who do you think should be frequenting your business but isn't?
Talk
to us!
