Questions

Why is documenting your client lifecycle process important?

It helps you review what is and isn’t working in your client journey
It makes employee onboarding and communicating to clients easier
It makes the client lifecycle process more streamlined
All of the above

Fill in the blank: During the ____________ stage, clients are expecting to see results, so make sure you share quick wins and performance improvements.

onboarding
post-onboarding and continuing client management
renewal
ongoing management
ending retainer

True or false? During the onboarding stage, you should give your client all the information and next steps they need for the entire retainer in one meeting.

True – you should always provide all information in the very beginning to help ease any anxiety your client has about the relationship.
True – by providing all the information in the first meeting, you’ll reduce the need to meet again during the onboarding phase, saving both you and your client time.
False – instead of giving all information in one meeting, spread it out during the first few weeks. This will help keep your clients from getting overwhelmed.
False – avoid giving any extra information to your client unless they specifically ask. This will prevent any unnecessary confusion.

Fill in the blank: While all stages of the client lifecycle are important, the _________ stage is especially critical because it’s the first time you’re engaging with a client after they sign on with your agency.

onboarding
post-onboarding and continuing client management
renewal
ongoing management
ending retainer