Whenever we sign a new client we have an on-boarding process that we stick to. In the past, before we implemented a formal onboarding process, we would often forget things or things would be left out. We learned that a few onboarding steps were crucial to our client’s success and now they make up an important part of our process.
One of those steps is a kickoff meeting. This is a meeting that takes place between our new client’s primary stakeholders, our operations team, and the account executive who sold the client on our services. The main purpose of this meeting is to formally introduce the new client to the operations team and properly hand them off. The account executive is present at this meeting, but they are really just there to fill in any gaps and make the introductions. The operations team is who the clients work with on a day-to-day basis, and the account executive is there for support.
Before the client kickoff meeting our team has an internal kickoff meeting, during which the account executive brings the operations team up to speed on the new client we will be on boarding. This is an important meeting as well, so that our operations team goes into the client kickoff meeting knowledgeable about their vision.
If you don’t currently hold kick-off meetings or onboarding meetings for new clients consider doing so. It’s a great way to get everyone up to speed and it ensures nothing is forgotten.