What does a clean client kickoff look like?
What does the Client onboarding checklist do, and who is it for?
Run a clean client kickoff with an editable, printable checklist.
For: Any agency owner
Client onboarding
A clean kickoff, every time
The first 90 days decide whether a client renews. This is the twenty-item checklist that covers the five stages where new relationships are won or lost.
Your ticks are saved in this browser, so you can come back to it.
Client onboarding checklist
Discovery
Kick-off meeting
Access and accounts
Communication cadence
Project setup
How this is calculated
The checklist covers the five stages where new client relationships are won or lost: discovery, kick-off, access, communication cadence and project setup. Research consistently puts the highest churn risk in the first 30 to 90 days, driven by poor communication rather than poor work.
Tick items as you complete them. Your progress is saved in your browser, so you can come back to it. Copy it as a checklist for your project tool, or print it for the kick-off.
Sources
- The Loyalty Effect (customer retention economics)Bain & Company, Frederick ReichheldA 5% improvement in retention can lift profit by 25 to 95%.
- Customer onboarding and churn researchCustomer Success AssociationAround 23% of customer churn is attributable to poor onboarding.
- A Guide to the Project Management Body of Knowledge (PMBOK)Project Management InstituteInitiation-phase guidance on stakeholder identification and the project charter.
Frequently asked
What should client onboarding include?+
Discovery, a structured kick-off, access and accounts, an agreed communication cadence and a signed project setup. Getting all five right in the first month is what prevents early churn.
Why is the first 90 days so important?+
Research consistently shows the highest churn risk sits in the first 30 to 90 days, usually because of poor communication rather than poor work. A clean onboarding builds the trust that earns renewals.
What is the biggest onboarding mistake?+
Going quiet. Clients who feel informed in the first month are far more likely to renew and refer, so a predictable cadence matters more than the volume of updates.
How does good onboarding affect profit?+
Retention compounds. Bain research shows a 5% lift in retention can raise profit by 25 to 95%, and onboarding is the single biggest lever on early retention.
Operate and grow your agency, the right way.
The only tool your agency needs to run faster with less and make more money.