Customer Acquisition and Release: The PPC firm’s manual

Introducing Strategies for Seamless Client Onboarding and Offboarding at Digital Sunbird

Gaining and losing clients is part and parcel of every business, including digital marketing agencies. We at Digital Sunbird, believe in the importance of establishing effective processes that can simplify client transitions, build strong relationships, and potentially generate future referrals. This article discusses the effective practices for onboarding new clients and offboarding existing ones in a graceful manner.

Managing Client Transitions Effortlessly

For a digital agency like ours, attracting new business is a regular affair. However, winning new business can often be challenging due to stiff competition, thus making it essential to stand out in the crowd. Not only do we celebrate our wins, but we also learn valuable lessons from our losses.

As per our reports, professional services experience a 27% churn rate, making turnover inevitable. At Digital Sunbird, we’ve streamlined client onboarding and offboarding into key practices that aim to improve the client experience and expedite workflow.

Onboarding Clients

Understanding the Business

Winning a client’s business doesn’t end at showcasing your skills in digital marketing. To truly serve a client, it is important to understand their industry, business culture, and language. Moreover, understanding the mechanisms that generate growth and revenue for the business is crucial as we see ourselves as partners aiding in their success.

Setting Expectations

Clarifying work parameters and deliverable expectations is key to a successful client relationship. The clarity over meeting schedules, deadlines, and budgets can prevent misunderstandings in the future.

Curiosity

As a digital agency, we believe that curiosity is essential. Even when we’re not in charge of certain aspects like landing pages or copywriting, understanding how these tasks are managed can contribute to our success. We make it a point to speak to different teams within a client’s organization to understand the nuances of their business and customer expectations better.

Offboarding Clients

The Golden Rule

The basis of our offboarding process is the golden rule: Treat others as you wish to be treated. When a client decides to move on, we understand it as a simple business decision and respect it. Always remember, the future is unpredictable, and past clients could return or provide referrals in the future.

Sharing

Being transparent and open with the clients who decide to leave is always appreciated. Even if they decided to move on, leaving behind a positive impression can significantly impact potential referrals or future alliances.

Feedback

Losing a client can be disappointing, but we see it as an opportunity to learn and improve. Understanding the reasons behind the client’s departure and identifying where we could have done better always provides us insights to enhance our skills and services.

Handling Client Transitions with Grace

The entry and exit of clients is an inevitable reality in our business. By establishing best practices for onboarding new clients and conducting graceful offboarding for those who leave, we aim to reduce friction, nurture relationships, and promote potential referrals. Through continuous feedback, we aim to make the process of coming on board and saying goodbye as smooth as possible.

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