Client Onboarding Checklist (Why Easy Onboarding Matters)

April 24, 2021

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A client onboarding checklist will help to make client onboarding easy for both parties. There is no reason why client and customer onboarding has to be a laborious process. Utilizing the power of workflow automation tools like StartingPoint, you can transform your onboarding process into a streamlined workflow designed to enhance customer experiences.

Have you considered enhancing customer experiences with an improved onboarding process? Now is the time to take action and make the changes necessary to hit the ground running with your new customers. When mapping out your onboarding workflow for implementation, our client onboarding checklist breaks down everything you need to consider.

At StartingPoint, we are passionate about supporting organizations of all sizes in their efforts to strengthen customer relationships and provide better experiences. As we emerge from the COVID-19 pandemic, there has never been a better time to hit the ground running with your new customers. From the very beginning, surprise them with a smooth onboarding process.

We will be exploring the following questions:

  • Why is client onboarding important?
  • How do you onboard a customer?
  • What does it mean to onboard a customer?
  • How do you optimize onboarding customers?
  • What are the first steps in the client onboarding workflow?
  • How would you design a new client onboarding checklist?

After reading through this guide, if you have any further questions, please do not hesitate to contact us. At StartingPoint, we take a tremendous amount of pride in supporting businesses in their efforts to take their customer onboarding to the next level. The customer journey will be defined by the onboarding process. If you get it wrong, it could fracture client relationships.

Happy client

Client Onboarding Checklist - Why Is It Important?

Client onboarding is something that you simply cannot afford to get wrong. Many people often underestimate how much of an impact poor onboarding can have on their churn rate. Smooth customer onboarding experiences are the secret sauce for reducing churn. A study revealed that a 1% difference in churn can have a 12% impact on company valuation in 5 years.

An exceptional customer onboarding experience could have a significant impact on the success of your business:

  • Less customer churn
  • Greater levels of efficiency
  • Clearly defined expectations
  • Happier clients/customers
  • More clients/customers

We all know that acquiring customers or clients can be tremendously challenging for some companies. This is why it’s essential for companies to take the necessary steps to reduce churn. Once you have a customer subscribed to your professional services, you must do everything in your power to keep them onside. This should start with great onboarding.

If you want to stand out from the crowd, you’re going to need an exceptional onboarding experience. This must tick several key boxes that have been outlined in our client boarding checklist. This checklist is ideal for companies struggling to reduce their churn. If you’re open to reviewing your client onboarding experience, the checklist will provide you with value.

  1. Outline the proposal, contract, and payment.
  2. Send the customer onboarding questionnaire/survey.
  3. Assign the customer to the relevant team members.
  4. Set up a customer kickoff meeting via Skype/Zoom.
  5. Deliver a welcome package with educational tips.
  6. Check-in with customers periodically via email.
  7. Constantly refine and develop the process.

How do you onboard a customer?

While building out your onboarding process might feel like an enormous challenge, it doesn’t have to be. The above client onboarding checklist provides you with a brief overview of the key aspects to consider. Once you’ve taken the time to welcome the customer or client and deliver the necessary educational tips, it’s vital that you check in with them on a regular basis.

When you check-in with customers, it gives them the opportunity to ask you questions about the product or service. Being available to answer these questions can help to increase activation and potentially lead to greater levels of retention. At StartingPoint, our platform is designed to improve customer onboarding by simplifying and streamlining communication.

What does it mean to onboard a customer?

To successfully onboard a customer, you must provide them with the resources to extract as much value from your product or service as possible. This means delivering key educational tips and insights to unlock the value in your offering. If you can set the customers up for success, they are more likely to stick around for the long run, increasing your retention rate.

Happy client handshake

How do you optimize onboarding customers?

When it comes to optimizing your onboarding process, this is something you should review on a consistent basis. Every time you onboard a new client or customer, you need to measure the success of the onboarding process. This can be based on how engaged a customer was during the process. Using this data, you can continue to refine and optimize the onboarding process.

What are the first steps in the client onboarding workflow?

The first thing you must do is ensure expectations have been clearly established. You should make sure everyone is on the same page. If you fail to do this, it will only result in headaches further down the road. We believe that StartingPoint can play a pivotal role in onboarding your customers with workflow automation and streamlined customer communication.

How would you design a new client onboarding checklist?

To hold yourself accountable, we would recommend drawing up a customer onboarding checklist. This should include the key steps in your onboarding process. Designing a new onboarding checklist doesn’t have to be a challenging task. It could simply take the form of a flowchart or a simple bullet-point list. The more comprehensive, the better.

Are you ready to utilize the right customer onboarding tools? You should consider using StartingPoint to enhance customer experiences. Request a 14-day free trial today.