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What's the most effective way to prioritize your time when onboarding a new client?

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Onboarding a new client is a critical phase in account management, as it sets the tone and expectations for the entire relationship. However, it can also be a challenging and time-consuming process, especially if you have multiple clients to manage at once. How can you prioritize your time effectively and ensure a smooth and successful onboarding for each client? Here are some tips to help you plan, execute, and optimize your onboarding strategy.

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Iago Melo

Global Partner Alliance | Senior Business Development | Music Business Executive | Executive Business Account | Partner…

1 Assess your client's needs

Before you start onboarding a new client, you need to have a clear understanding of their goals, challenges, preferences, and expectations. You can gather this information by conducting a thorough discovery session, reviewing their previous contracts and feedback, and asking relevant questions. This will help you tailor your onboarding approach to their specific needs, as well as identify any potential risks or issues that might arise during the process.

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Scott Schnaidt

Vice President of Sales | Health Insurance Risk, Cost Containment and Member Experience Expert
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Everything must start with good conversation with our client. Understanding their needs and wants must happen to enable me to prioritize first what is most important to my client and second balance what my company needs to operationalize mutual needs and wants. Client first, my company second, but framed in a we are a team with our clients mentality is our key for mutual success.

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2 Define your onboarding milestones

Once you have assessed your client's needs, you can define your onboarding milestones and deliverables. These are the key steps and outcomes that you and your client agree on to achieve a successful onboarding. For example, you might have milestones such as signing the contract, setting up the account, providing training, launching the project, and collecting feedback. You should communicate these milestones clearly to your client, and assign deadlines and responsibilities for each one.

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Iago Melo

Global Partner Alliance | Senior Business Development | Music Business Executive | Executive Business Account | Partner Business | Innovation Technology ERP, SaaS & Cloud
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I discovered something incredibly effective in project management and customer service: "impact-based prioritization". This method focuses on identifying and solving our clients' challenges that, once addressed, bring the most significant benefits to their operations and satisfaction levels. It's a strategy that allows us to smartly align our resources—whether it's customizing products, speeding up the development of specific features, or even making our top technical experts available to work side by side with the client. This approach not only optimizes our efforts but ensures we are always delivering value where it truly makes a difference.

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3 Prioritize your tasks and resources

After you have defined your onboarding milestones, you can prioritize your tasks and resources accordingly. You should use a project management tool or a calendar to organize and track your tasks, and allocate your time and budget wisely. You should also prioritize your tasks based on their urgency and importance, and focus on the ones that have the most impact on your client's satisfaction and retention. You should also consider delegating or outsourcing some tasks to other team members or partners, if possible and appropriate.

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4 Communicate frequently and transparently

Communication is essential for effective onboarding, as it helps you build trust and rapport with your client, and avoid misunderstandings and conflicts. You should communicate frequently and transparently with your client, and update them on the progress and status of the onboarding. You should also use the communication channels and methods that your client prefers, and be responsive and respectful. You should also solicit feedback from your client regularly, and address any concerns or questions they might have.

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5 Evaluate and improve your onboarding

Finally, you should evaluate and improve your onboarding process based on the results and feedback you get from your client. You should measure the success of your onboarding by using key performance indicators (KPIs) such as client satisfaction, retention, loyalty, referrals, and revenue. You should also ask your client for feedback on the onboarding experience, and identify what worked well and what can be improved. You should use this feedback to refine and optimize your onboarding process for future clients.

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Iago Melo

Global Partner Alliance | Senior Business Development | Music Business Executive | Executive Business Account | Partner Business | Innovation Technology ERP, SaaS & Cloud
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In my experience of continuously enhancing the customer experience, we have adopted an essential tool: the "customer journey map". This resource allows us to visualize every step of the customer's interaction with our company, precisely identifying where we can make the most significant difference. Furthermore, we embrace a philosophy centered on "customer success". From the moment a new customer joins us, a manager dedicated to customer success is assigned, ensuring personalized and results-focused support.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What's the most effective way to prioritize your time when onboarding a new client?

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3

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1 Assess your client's needs

2 Define your onboarding milestones

3 Prioritize your tasks and resources

4 Communicate frequently and transparently

5 Evaluate and improve your onboarding

6 Here’s what else to consider

Account Management

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What's the most effective way to prioritize your time when onboarding a new client?

1

2

3

4

5

6

1 Assess your client's needs

2 Define your onboarding milestones

3 Prioritize your tasks and resources

4 Communicate frequently and transparently

5 Evaluate and improve your onboarding

6 Here’s what else to consider

Account Management

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