Client onboarding
also known as client intake
The process of welcoming a new client - collecting assets and access, setting expectations and kicking off - so delivery starts fast and churn risk drops.
For example, the moment a contract is signed, a good onboarding flow sends a welcome message, collects brand assets and logins through a single form, books the kickoff call, and sets out what happens in the first 30 days - instead of a scrappy back-and-forth across Slack and email.
Why it matters to your firm: the first two weeks set the tone for the whole relationship. Smooth onboarding gets projects moving faster, reduces early misunderstandings, and sharply lowers the chance a new client quietly churns before they ever see results.
- 1welcome
- 2kickoff
- 3assets & access
- 4first 30 days
- 5live
Client onboarding checklist
- Send a welcome and a clear what-happens-next
- Collect brand assets and access via one form
- Confirm goals and success metrics
- Book the kickoff call
- Agree the communication rhythm
- Map out the first 30 days
Common mistakes
- A slow, scrappy start that drains the goodwill you won in the sale.
- Collecting assets and access piecemeal over weeks instead of up front.
- Never setting expectations for what happens in the first 30 days.