{"id":5014,"date":"2023-08-07T13:42:25","date_gmt":"2023-08-07T13:42:25","guid":{"rendered":"https:\/\/resourceguruapp.com\/blog\/?p=5014"},"modified":"2024-06-14T10:21:52","modified_gmt":"2024-06-14T10:21:52","slug":"agency-client-onboarding","status":"publish","type":"post","link":"https:\/\/resourceguruapp.com\/blog\/agencies\/agency-client-onboarding","title":{"rendered":"Agency client onboarding: 7 steps to building lasting partnerships"},"content":{"rendered":"<p><span style=\"font-weight: 300;\">It\u2019s tempting to think the hard part is over as soon as you\u2019ve won the client. Your pitch was the winner, but is your <\/span><span style=\"font-weight: 300;\">agency client onboarding<\/span><span style=\"font-weight: 300;\"> experience just as good?<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Because it needs to be. It\u2019s what will set the tone for the rest of your <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/client-agency-relationship\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">client-agency relationship<\/span><\/a><span style=\"font-weight: 300;\">.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">It doesn\u2019t take rocket science to figure out that strategic and customer-led <\/span><span style=\"font-weight: 300;\">agency client onboarding<\/span><span style=\"font-weight: 300;\">\u00a0will set you up for success.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Here, we\u2019ll show you how to do just that.<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">In this article \ud83d\udcd6<\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/resourceguruapp.com\/blog\/agencies\/agency-client-onboarding\/#What-is-agency-client-onboarding\" >What is agency client onboarding?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/resourceguruapp.com\/blog\/agencies\/agency-client-onboarding\/#Why-is-agency-client-onboarding-so-important\" >Why is agency client onboarding so important?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/resourceguruapp.com\/blog\/agencies\/agency-client-onboarding\/#Agency-client-onboarding-process-7-steps-to-success\" >Agency client onboarding process: 7 steps to success<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/resourceguruapp.com\/blog\/agencies\/agency-client-onboarding\/#Communication-during-agency-client-onboarding\" >Communication during agency client onboarding\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/resourceguruapp.com\/blog\/agencies\/agency-client-onboarding\/#Ad-agency-client-onboarding-process-Leo-Burnett-and-McDonalds-use-case\" >Ad agency client onboarding process (Leo Burnett and McDonald&#8217;s use case)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/resourceguruapp.com\/blog\/agencies\/agency-client-onboarding\/#Marketing-agency-client-onboarding-process-WiedenKennedy-and-Nike-use-case\" >Marketing agency client onboarding process (Wieden+Kennedy and Nike use case)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/resourceguruapp.com\/blog\/agencies\/agency-client-onboarding\/#Get-your-agency-client-onboarding-right-to-set-the-tone-for-the-future\" >Get your agency client onboarding right to set the tone for the future<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"What-is-agency-client-onboarding\"><\/span><span style=\"font-weight: 300;\">What is <\/span><span style=\"font-weight: 300;\">agency client onboarding<\/span><span style=\"font-weight: 300;\">?<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 300;\">Agency client onboarding<\/span> <span style=\"font-weight: 300;\">is the process of introducing and integrating a new client into your business. This is a crucial step in establishing a successful and long-lasting working relationship.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">The onboarding process typically involves several steps and activities, aimed at ensuring a smooth transition and a clear understanding of the client&#8217;s needs and expectations.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">This might include:<\/span><span style=\"font-weight: 300;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Sharing all necessary onboarding documentation around <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/agency-project-management-process\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">project management processes<\/span><\/a><span style=\"font-weight: 300;\">, collaboration, and team setup<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Collecting relevant information and building a deeper understanding of the client&#8217;s brand as well as audience<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Understanding the needs and goals of the key stakeholders in their business<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Creating the first <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/what-is-project-scope\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">project scope<\/span><\/a><span style=\"font-weight: 300;\"> and other project documentation<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Familiarizing the client with your <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/agency-workflow\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">agency workflows<\/span><\/a><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Establishing clear expectations for <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/project-collaboration\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">collaboration<\/span><\/a><span style=\"font-weight: 300;\"> and <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/drive-project-success\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">project success<\/span><\/a><span style=\"font-weight: 300;\"> going forward<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Choosing the appropriate <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/agency-project-management-software\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">project management software<\/span><\/a><span style=\"font-weight: 300;\"> you need to collaborate effectively across the <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/project-life-cycle\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">project life cycle<\/span><\/a><span style=\"font-weight: 300;\">\u00a0<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Putting together the <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/project-team-roles-and-responsibilities\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">project team<\/span><\/a><span style=\"font-weight: 300;\"> and introducing them to the client<\/span><\/li>\n<\/ul>\n<p><em><span style=\"font-weight: 300;\">\u201cThe client onboarding period is the honeymoon phase of the B2B customer relationship\u2026 Often so much of a company\u2019s investment is in winning the customer, but it is just as important to onboard well and build a long-term relationship.\u201d &#8211; <\/span><a href=\"https:\/\/hbr.org\/resources\/pdfs\/comm\/northhighland\/BringingValueOnboard.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">Allison Bennett, Chief Marketing Officer, JPMorgan Chase<\/span><\/a><\/em><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Why-is-agency-client-onboarding-so-important\"><\/span><span style=\"font-weight: 300;\">Why is <\/span><span style=\"font-weight: 300;\">agency client onboarding<\/span><span style=\"font-weight: 300;\"> so important?<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 300;\">Agency client onboarding<\/span><span style=\"font-weight: 300;\"> sets the foundation for a successful (and lasting) partnership. The primary goal of <\/span><span style=\"font-weight: 300;\">agency client onboarding<\/span><span style=\"font-weight: 300;\"> is to ensure that the transition from those first sparks of the pitch to a long-term relationship goes smoothly.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">You may have made a great first impression throughout your sales process, but it\u2019s the alignment between the RFP\/ pitching and the onboarding phase that creates the <\/span><i><span style=\"font-weight: 300;\">initia<\/span><\/i><span style=\"font-weight: 300;\">l set of expectations. It\u2019s an early indicator that your team is able to safely deliver on the promises made during the pitch.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">If an agency doesn\u2019t intentionally and strategically begin to build its relationship with the client from the start, it often leads to miscommunication, mistakes, and misalignment later down the line.\u00a0<\/span><\/p>\n<p><i><span style=\"font-weight: 300;\">\u201cWe often find the most critical juncture of a B2B relationship begins on the first day that someone can be called a \u201ccustomer.\u201d This is the onboarding phase\u2014the period of days, weeks, or months immediately following the contract signature when two organizations set the foundation for their working relationship. This time represents a critical inflection point when trust\u2014and value\u2014will be won or lost.\u201d<\/span><\/i><\/p>\n<p><span style=\"font-weight: 300;\">&#8211; Rob Sherrell, Global Customer Experience Lead, and Todd Nisbet, B2B Onboarding Lead, North Highland<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Agency-client-onboarding-process-7-steps-to-success\"><\/span><span style=\"font-weight: 300;\">Agency client onboarding<\/span><span style=\"font-weight: 300;\"> process: 7 steps to success<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 300;\">Whether you&#8217;re a seasoned agency looking to fine-tune your approach or a new agency embarking on this critical journey for the first time, it\u2019s useful to reflect on your client onboarding process.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-5020 size-medium\" src=\"https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/08\/agency-client-onboarding-7-steps-to-success-623x671.png\" alt=\"List including seven steps to agency client onboarding success\" width=\"623\" height=\"671\" srcset=\"https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/08\/agency-client-onboarding-7-steps-to-success-623x671.png.webp 623w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/08\/agency-client-onboarding-7-steps-to-success-660x711.png.webp 660w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/08\/agency-client-onboarding-7-steps-to-success.png 1337w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/08\/agency-client-onboarding-7-steps-to-success-623x671@2x.png.webp 1246w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/08\/agency-client-onboarding-7-steps-to-success-660x711@2x.png.webp 1320w\" sizes=\"auto, (max-width: 623px) 100vw, 623px\" \/><\/p>\n<h3><span style=\"font-weight: 300;\">1. Complete legal requirements<\/span><\/h3>\n<p><span style=\"font-weight: 300;\">Contracts are more than just paperwork; they are the foundation of a strong relationship in any B2B (business-to-business) setting, and it\u2019s important to square away any issues upfront. You don\u2019t want any legal matters looming over you for the remainder of the <\/span><span style=\"font-weight: 300;\">agency client onboarding<\/span><span style=\"font-weight: 300;\"> phase.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Turning a verbal agreement into a written contract solidifies your commitment and protects both parties.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">During this stage, it&#8217;s essential that you:<\/span><span style=\"font-weight: 300;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Send the contract and have your client sign it<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Address any necessary NDAs (Non-Disclosure Agreements)<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Collect relevant tax and financial information for invoices, payment details, and communicate payment expectations<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\">Make them aware of any boundaries you have to protect your employees&#8217; <a href=\"https:\/\/resourceguruapp.com\/blog\/ad-agency-work-life-balance\" target=\"_blank\" rel=\"noopener\">work-life balance<\/a> (for example, this might apply to team availability as well as the risk of <a href=\"https:\/\/resourceguruapp.com\/blog\/scope-creep\" target=\"_blank\" rel=\"noopener\">scope creep<\/a>)<b><\/b><\/li>\n<\/ul>\n<div style=\"background-color: #fcf2fe; padding: 30px 40px; margin-top: 40px;\">\n<p><span style=\"font-weight: 400;\">\u201cWe have language in our contracts that communicates the typical working hours of our team. For example, this might say we\u2019re available from 9 am to 5 pm Eastern time. It also states that we\u2019re not available over the weekend, except for 24\/7 types of contracts.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">&#8211; Amirreza Farhadi, Associate VP of Operations at Havas CX Canada<\/span><\/p>\n<p><a href=\"https:\/\/resourceguruapp.com\/blog\/agency-interview-havas-cx-canada\" target=\"_blank\" rel=\"noopener\"><b>Discover how Havas CX Canada sets boundaries with Resource Guru<\/b><\/a><\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<h3><span style=\"font-weight: 300;\">2. <\/span><span style=\"font-weight: 300;\">Agency client onboarding<\/span><span style=\"font-weight: 300;\"> questionnaire or interview<\/span><\/h3>\n<p><span style=\"font-weight: 300;\">When it comes to onboarding a new client, it\u2019s important to make the time to truly understand your client&#8217;s needs. The perfect way of doing this is opening with an onboarding questionnaire or interview.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Founder of <\/span><a href=\"https:\/\/perfectdata.co\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">Perfect Data Marketing Agency<\/span><\/a><span style=\"font-weight: 300;\">, Paul Bonea, advocates active listening sessions to initiate the client onboarding process: <\/span><i><span style=\"font-weight: 300;\">\u201cThe purpose of the session is to understand the ins and outs of the company.\u201d<\/span><\/i><\/p>\n<p><span style=\"font-weight: 300;\">This unique approach allows your clients to share their thoughts and experiences openly, providing you with invaluable and unfiltered feedback. There&#8217;s no other time in the process quite like this, where you can gain such honest insights.<\/span><\/p>\n<h4><strong>25 questions to ask in your agency client onboarding interview<\/strong><\/h4>\n<p><span style=\"font-weight: 300;\">Consider using the questions below for your <\/span><span style=\"font-weight: 300;\">agency client onboarding<\/span><span style=\"font-weight: 300;\"> interview. You can tweak them based on the client, or use them as they are.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Tell us something we wouldn\u2019t know about the products and\/or services you offer.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">What are your main goals for [x campaign], ranked by importance?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">What success metrics matter to you for this project?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">What challenges have you faced in achieving these goals to date?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Please share any further details about your target audience and your ideal customer profile.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Do you have any user persona or ICP documentation?\u00a0<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Who do you consider your top 3-5 competitors, and why?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Which team members will we work closely with, and who will be our main contact?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Do you have a team structure document you can share?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Who is the key decision maker?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">What is the sign-off process?\u00a0<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Who will be providing feedback?\u00a0<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">If you have brand guidelines, please share them with us.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Do you have any other guidelines, such as TOV or design?\u00a0<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">What have been your most successful past advertising or marketing initiatives? Tell us more.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Have you worked with an agency previously?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">If so, what went well, and what can we do better?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">What communication tools do you currently use internally and externally? (Email, phone, video calls, Slack, etc.)<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">How would you like us to communicate with you? Channels, frequency, etc.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">What tools do you currently use? (Hubspot, Semrush, Hootsuite, etc.).<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Which of these tools would we need access to?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Are you open to using new tools that are part of our <\/span><span style=\"font-weight: 300;\">agency tech stack<\/span><span style=\"font-weight: 300;\">?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Can we access any other relevant tools or platforms (e.g. social channels)?\u00a0<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Can you share any documentation of your sales journey with us, so we can understand customer journeys?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">And lastly, do you have any questions for us?\u00a0<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 300;\">The answers to these questions will help you decide how to handle your <\/span><span style=\"font-weight: 300;\">agency client onboarding,<\/span><span style=\"font-weight: 300;\">\u00a0 as well as the relationship moving forward.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 300;\">When designing your interview, think about:<\/span><span style=\"font-weight: 300;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">The amount of time it will take for your client to answer them. Don\u2019t have more than 25 questions or let the interview go on longer than 90 minutes.\u00a0<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">How you can make it easy for the client to answer the questions? For some it will be answering them live over Zoom calls, for others, it will be an async Google questionnaire.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Propose a deadline when you send the questionnaire off to get momentum going.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Encourage them to contact you with any questions or concerns.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Make sure you\u2019re not asking questions that your agency team should already know. This means great internal communication, and information sharing between new business\/pitching teams and the account\/execution team.\u00a0<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 300;\">3. Create a resource management plan<\/span><\/h3>\n<p><span style=\"font-weight: 300;\">As soon as you\u2019ve landed a new client, it\u2019s time to look at <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/resource-capacity-planning-guide\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">resource capacity planning<\/span><\/a><span style=\"font-weight: 300;\"> and potential allocation. What does team <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/project-managers-resource-utilization\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">utilization<\/span><\/a><span style=\"font-weight: 300;\"> look like? Do you need to start looking for freelance support? Should you hire more staff? Does a designer need to be pulled off of another project?<\/span><\/p>\n<p><a href=\"https:\/\/resourceguruapp.com\/blog\/factors-affecting-resource-capacity-planning\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">Future-proofing your resource capacity<\/span><\/a><span style=\"font-weight: 300;\"> now will save you a lot of headaches later on, and set you up for long-term success with your new client.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/bit.ly\/3X6lT4Q\"><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-6582 aligncenter\" src=\"https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/10\/Blog-banner-1-943x242.jpg\" alt=\"A rectangle shaped banner in purple featuring a 3D book cover with a prompt to download an eBook about resource planning for agencies.\" width=\"943\" height=\"242\" srcset=\"https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/10\/Blog-banner-1-943x242.jpg.webp 943w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/10\/Blog-banner-1-1042x268.jpg.webp 1042w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/10\/Blog-banner-1-1536x395.jpg.webp 1536w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/10\/Blog-banner-1-310x80.jpg.webp 310w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/10\/Blog-banner-1.jpg 1836w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/10\/Blog-banner-1-310x80@2x.jpg.webp 620w\" sizes=\"auto, (max-width: 943px) 100vw, 943px\" \/><\/a><\/p>\n<h3><span style=\"font-weight: 300;\">4. Set up client reporting<\/span><\/h3>\n<p><span style=\"font-weight: 300;\">According to a <\/span><a href=\"https:\/\/hbr.org\/resources\/pdfs\/comm\/northhighland\/BringingValueOnboard.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">Harvard Business Review survey<\/span><\/a><span style=\"font-weight: 300;\">, only 49% of executives agreed that firms leverage data and insights to understand and predict higher-level customer needs. The study goes on to hypothesize these low numbers may be driven by a somewhat surprising lack of metrics for success during the onboarding period.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Establishing where and how you\u2019ll track your progress and specific performance metrics from the beginning is key to clients understanding and recognizing your value. That\u2019s why it\u2019s important to make sure you have the right <\/span><span style=\"font-weight: 300;\">agency tools<\/span><span style=\"font-weight: 300;\"> to support your data and reporting needs.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Try and simplify your client reporting as much as possible. Rather than manually checking various platforms like Semrush, HubSpot, Google Analytics, and Facebook, integrate all your clients&#8217; unique marketing channels into one user-friendly, automated reporting platform.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 300;\">It\u2019s also useful to set up benchmarking reports. That way, you can clearly showcase the impact you had before and after being brought on as an agency partner.<\/span><\/p>\n<h3><span style=\"font-weight: 300;\">5. Establish processes<\/span><\/h3>\n<p><span style=\"font-weight: 300;\">Using the client&#8217;s answers to your questionnaire or interview, it\u2019s time to develop the processes, choose the tools, and <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/how-to-build-a-project-management-team\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">pick the project team<\/span><\/a><span style=\"font-weight: 300;\"> that\u2019ll help achieve those shared goals.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 300;\">This might include:<\/span><span style=\"font-weight: 300;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Adding the client to your agreed-upon shared tech stack<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Asking the client for access to any documents or software you need<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Establishing any recurring meetings between key stakeholders<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Future-proofing your capacity planning and <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/project-scheduling-101\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">resource scheduling<\/span><\/a><span style=\"font-weight: 300;\">, by adding the client to your <\/span><a href=\"https:\/\/resourceguruapp.com\/features\/capacity-planning-software\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">resource capacity planning tool<\/span><\/a><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Considering how your <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/agency-sops\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">SOPs (standard operating procedures)<\/span><\/a><span style=\"font-weight: 300;\"> work with this client<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 300;\">Now, you may have discussed and agreed on certain processes with your client, but if a process is agreed upon but no one\u2019s there to document it, did it ever really exist?\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 300;\">6. Create a shared workspace<\/span><\/h3>\n<p><span style=\"font-weight: 300;\">Wiki, notebook, portal, or workspace\u2014call it what you want\u2014but all of the information you\u2019ve gathered needs to be put somewhere that\u2019s useful for everyone. Ideally, this workspace will be a tool you\u2019ve all agreed to use as the single source of truth for the duration of your partnership.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Tools like Notion, Asana, or OneNote are great places to share knowledge. Get your key stakeholders to review and agree to written-up processes so you can send them out to everyone involved in the <\/span><span style=\"font-weight: 300;\">agency-client onboarding<\/span><span style=\"font-weight: 300;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Think about writing up and keeping a record of:<\/span><span style=\"font-weight: 300;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">How, when, and where you and the client will <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/project-initiation\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">kick off projects<\/span><\/a><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">What needs to be included in a brief?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">How, when, and at what stage your agency will present work?<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">How clients will give feedback.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">When clients will approve creative work<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">How you\u2019ll handle emergencies, from international incidents to in-house personnel crises<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">How you will review projects as a team to improve over time<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">How often will you and the client meet?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 300;\">As well as basic details like:<\/span><span style=\"font-weight: 300;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Team contact details and bios<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Summary of marketing goals<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Summary of your services<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">What your tech stack looks like and login information\u00a0<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Financial information<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 300;\">It\u2019s worth bearing in mind that a recent <\/span><a href=\"https:\/\/www.wyzowl.com\/customer-onboarding-statistics\/#:~:text=Over%2090%25%20of%20customers%20feel,them%20after%20they%27ve%20bought.\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">Wyzowl study<\/span><\/a><span style=\"font-weight: 300;\"> found that 69% of people believe video should play a more prominent role in the onboarding experience.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">If your clients are happy with it, include videos where you talk them through the workspace, and specific tools or issues. For example, a Loom video of you demoing their new reporting dashboard.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">7. Schedule a kick-off call or meeting<\/span><\/h3>\n<p><span style=\"font-weight: 300;\">The purpose of this call is threefold:<\/span><span style=\"font-weight: 300;\"><br \/>\n<\/span><\/p>\n<ol>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>Answer any questions<\/b><span style=\"font-weight: 300;\"> your client may have about the <\/span><span style=\"font-weight: 300;\">agency-client onboarding<\/span><span style=\"font-weight: 300;\"> so far<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>Agree on goals <\/b><span style=\"font-weight: 300;\">and priorities for your first project<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>Transition from onboarding into your first project<\/b><span style=\"font-weight: 300;\"> and what the next steps look like (this may be more strategic than execution-led)\u00a0<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 300;\">Think of it as a test drive for all the processes you and your client have just discussed and established. Remember to remind both yourself and your client that good processes don\u2019t become habits overnight. It will take time, dedication, and probably a few mistakes along the way to find your stride.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Consider exploring these issues in your kick-off call:<\/span><span style=\"font-weight: 300;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>Ensure everyone understands your shared tools<\/b><span style=\"font-weight: 400;\">,<\/span><span style=\"font-weight: 300;\"> knows where demos are in your workspace, and has a point of contact for tech issues.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>Introduce your team and get to know theirs<\/b><span style=\"font-weight: 300;\">. Make sure everyone shares both their relevant skills and demonstrates their expertise, so they have full faith in your <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/resource-allocation-guide\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">resource allocation<\/span><\/a><span style=\"font-weight: 300;\">. Don\u2019t forget to include personal details to start building rapport and more meaningful relationships.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>Discuss the project roadmap and make any final tweaks. <\/b><span style=\"font-weight: 300;\">Consider whether you need to run a separate prioritization workshop to create a more accurate project timeline.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>Confirm the project milestones <\/b><span style=\"font-weight: 300;\">for the project, and how you\u2019ll be measuring these.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>Allow ample time for client questions <\/b>to make them feel heard and taken care of.<\/li>\n<\/ul>\n<div style=\"background-color: #fcf2fe; padding: 30px 40px; margin-top: 40px;\">\n<p><strong>\ud83d\udca1 Pro tip:<\/strong> <span style=\"font-weight: 400;\">If it&#8217;s possible, meet your clients face-to-face to build rapport. After the meeting, bring your clients to your favorite restaurant to get to know them in a more relaxed setting. Wining and dining your clients can go a long way. <\/span><\/p>\n<\/div>\n<h3><\/h3>\n<div id=\"attachment_5021\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-5021\" class=\"wp-image-5021 size-full\" src=\"https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/08\/agency-client-onboarding-dinner.jpeg\" alt=\"Scene from TV series Mad Men where they are taking clients out to dinner\" width=\"590\" height=\"350\" \/><p id=\"caption-attachment-5021\" class=\"wp-caption-text\"><em>Roger Sterling and Don Draper make a toast at a client dinner.<\/em><\/p><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Communication-during-agency-client-onboarding\"><\/span><span style=\"font-weight: 300;\">Communication during agency client onboarding<\/span><span style=\"font-weight: 300;\">\u00a0<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 300;\">One of the biggest mistakes agencies can make during onboarding is not communicating clearly what they\u2019re doing and why. Winning a pitch and then going radio silent for two weeks can make clients suspicious that you\u2019re not going to deliver, even if during those two weeks you\u2019re working solidly behind the scenes.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">In fact, roughly half of the executives surveyed by the <\/span><a href=\"https:\/\/hbr.org\/resources\/pdfs\/comm\/northhighland\/BringingValueOnboard.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">Harvard Business Review<\/span><\/a><span style=\"font-weight: 300;\"> listed insufficient communication as a significant challenge during onboarding.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Time to value (TTV) is a useful metric to consider in <\/span><span style=\"font-weight: 300;\">agency client onboarding<\/span><span style=\"font-weight: 300;\">. If you jump into projects without onboarding as a foundation, you\u2019re likely to deliver subpar work in an unsustainable way. Plus, you\u2019ll probably end up creating more work for the team because you\u2019re not <\/span><a href=\"https:\/\/resourceguruapp.com\/blog\/outputs-and-outcomes\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">aligned on the outcomes<\/span><\/a><span style=\"font-weight: 300;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 300;\">On the flip side, if your onboarding process drags on for too long and the client may question whether you can deliver.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">The solution? Communication and clarification\u2014upfront. Keep your client informed every step of the way about what you\u2019re working on and how it adds value to your partnership. Drip-feeding deliverables to your clients is a great way of keeping the momentum going and getting feedback faster.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Why not try out our<\/span><span style=\"font-weight: 300;\"> onboarding email template<\/span><span style=\"font-weight: 300;\"> to get your communication with clients off to a great start?<\/span><\/p>\n<h3><span style=\"font-weight: 300;\">Agency client onboarding email template<\/span><\/h3>\n<p><span style=\"font-weight: 300;\">Nothing beats a great welcome email. The kind that gets everyone really excited for what\u2019s to come. The key ingredient? Personalization.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Yes, use a template for the structure, but always include the key intel you\u2019ve picked up throughout conversations so far during the pitching process and sales cycle.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">Here\u2019s what to think about:<\/span><span style=\"font-weight: 300;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Keep it short and clear<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Explain what happens next<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Give clear actions to take<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Provide a timeline for the onboarding process<\/span><\/li>\n<\/ul>\n<div style=\"background-color: #fcf2fe; padding: 30px 40px; margin-top: 40px;\">\n<p><b>Subject line:<\/b><span style=\"font-weight: 300;\"> Welcome to [Agency Name]<\/span><\/p>\n<p><b>Email copy:\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 300;\">Hi [Client Name],<\/span><\/p>\n<p><span style=\"font-weight: 300;\">On behalf of the entire team at [Agency Name], welcome!<\/span><\/p>\n<p><span style=\"font-weight: 300;\">We\u2019re all incredibly excited to partner with you and have a huge impact on [<\/span><i><span style=\"font-weight: 300;\">key area x<\/span><\/i><span style=\"font-weight: 300;\">].<\/span><\/p>\n<p><b>This is what the onboarding process will entail:<\/b><span style=\"font-weight: 300;\"><br \/>\n<\/span><\/p>\n<ul>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Signing the contract and any other legal documents required<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">A discovery phase. This will involve answering an initial questionnaire or interview, so we can better understand your team, needs, brand, goals, and audience<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Setting you up with our tech stack as needed (and getting access to any of your tools in return)<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Choosing your preferred reporting methods and frequency<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Setting up a shared source of truth to record processes and decisions<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Scheduling our project kick-off call or meeting<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Team introductions<\/span><\/li>\n<\/ul>\n<p><i><span style=\"font-weight: 300;\">We expect this process to take [X weeks]<\/span><\/i><span style=\"font-weight: 300;\">. You\u2019ll have full visibility of the onboarding process and its progress [here] in our project management tool.<\/span><\/p>\n<p><b>Next steps:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Review and sign any remaining legal documents<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><span style=\"font-weight: 300;\">Schedule some time for an initial interview using [this link]. If you&#8217;d rather answer the questions via a Google Form, please use [this link].<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 300;\">I\u2019ll be your main point of contact, so any questions or feedback, please just get in touch. Consider me an extension of your team. :)\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 300;\">[Name]\n<\/span><span style=\"font-weight: 300;\">[Title\/Position]\n<\/span><span style=\"font-weight: 300;\">[Agency Name]\n<\/span><span style=\"font-weight: 300;\">[Contact Information]<\/span><\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Ad-agency-client-onboarding-process-Leo-Burnett-and-McDonalds-use-case\"><\/span><span style=\"font-weight: 300;\">Ad agency client onboarding process<\/span><span style=\"font-weight: 300;\"> (Leo Burnett and McDonald&#8217;s use case)<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 300;\">In the mid-1980s, <\/span><a href=\"https:\/\/www.leoburnett.co.uk\/case-studies\/mcdonald\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">Leo Burnett won the McDonald&#8217;s account <\/span><\/a><span style=\"font-weight: 300;\">through a pitch that demonstrated creativity, strategic insight, and a deep understanding of the brand. Their <\/span><a href=\"https:\/\/resourceguruapp.com\/industries\/agencies\/advertising\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">ad agency<\/span><\/a><span style=\"font-weight: 300;\"> client onboarding process<\/span><span style=\"font-weight: 300;\"> continued to emphasize those qualities.\u00a0<\/span><\/p>\n<ol>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>They understood the brand: <\/b><span style=\"font-weight: 300;\">They recognized the importance of the golden arches and the association of McDonald&#8217;s with happiness, convenience, and family-friendly experiences.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>They built a strong relationship:<\/b><span style=\"font-weight: 300;\"> Leo Burnett prioritized active listening and effective communication from the outset with McDonald&#8217;s. Regular meetings and open dialogue allowed both parties to exchange ideas, provide feedback, and collaborate on the advertising strategy.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>They shared McDonald\u2019s vision and values: <\/b><span style=\"font-weight: 300;\">They understood that McDonald&#8217;s wasn&#8217;t just about selling fast food; it was about offering an experience, happiness, and a sense of togetherness for families and individuals.\u00a0<\/span><\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"Marketing-agency-client-onboarding-process-WiedenKennedy-and-Nike-use-case\"><\/span><span style=\"font-weight: 300;\">Marketing agency client onboarding process<\/span><span style=\"font-weight: 300;\"> (Wieden+Kennedy and Nike use case)<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 300;\">In the early 1980s, Nike was a relatively young athletic shoe brand looking to break into the competitive sportswear market. Here&#8217;s how the agency Wieden+Kennedy secured the Nike account, and their subsequent <\/span><span style=\"font-weight: 300;\">marketing agency client onboarding process<\/span><span style=\"font-weight: 300;\">:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>They emphasized storytelling:<\/b><span style=\"font-weight: 300;\"> Wieden+Kennedy&#8217;s approach focused on storytelling rather than merely promoting the products. They showed athletes as both everyday heroes and celebrities, inspiring the audience to push their own limits.<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>They created an emotional connection between the brand and the audience: <\/b><span style=\"font-weight: 300;\">From the outset, Wieden+Kennedy recognized Nike wanted to show that sport was about so much more than just the physical.\u00a0<\/span><\/li>\n<li style=\"font-weight: 300;\" aria-level=\"1\"><b>They had mutual respect and compromise:<\/b> <a href=\"https:\/\/www.creativereview.co.uk\/just-do-it-slogan\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">Weiden recalls<\/span><\/a><span style=\"font-weight: 300;\"> how when he suggested the now iconic <\/span><i><span style=\"font-weight: 300;\">Just Do It<\/span><\/i><span style=\"font-weight: 300;\"> tagline during an early campaign he said that \u201c<\/span><i><span style=\"font-weight: 300;\">Nike questioned it\u2026[I told them] we have too many disparate commercials that don\u2019t add up to anything without a tagline. I\u2019m not married to the thing. We can drop it next round.\u2019 A lot of shrugged shoulders, but they let it ride.\u201d<\/span><\/i><\/li>\n<\/ol>\n<p><span style=\"font-weight: 300;\">And the rest, as they say, is history.\u00a0<\/span><\/p>\n<div id=\"attachment_5025\" style=\"width: 953px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-5025\" class=\"wp-image-5025\" src=\"https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/08\/Dan-Wieden-943x628.jpeg\" alt=\"Dan Wieden, the man behind Nike's &quot;Just do it&quot; slogan.\" width=\"943\" height=\"628\" srcset=\"https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/08\/Dan-Wieden-943x628.jpeg.webp 943w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/08\/Dan-Wieden-1042x694.jpeg.webp 1042w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2023\/08\/Dan-Wieden.jpeg 1400w\" sizes=\"auto, (max-width: 943px) 100vw, 943px\" \/><p id=\"caption-attachment-5025\" class=\"wp-caption-text\">Dan Wieden, the man behind Nike&#8217;s &#8220;Just do it&#8221; slogan.<\/p><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Get-your-agency-client-onboarding-right-to-set-the-tone-for-the-future\"><\/span><span style=\"font-weight: 400;\">Get your <\/span><span style=\"font-weight: 400;\">agency client onboarding<\/span><span style=\"font-weight: 400;\"> right to set the tone for the future<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 300;\">The <\/span><span style=\"font-weight: 300;\">agency client onboarding<\/span><span style=\"font-weight: 300;\"> process is essential for building successful partnerships. Understanding client needs, clear communication, and defined timelines foster trust and satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">By being intentional and methodical with your onboarding, you\u2019ll prevent misunderstandings, scope creep, and delays, leading to better outcomes and long-term loyalty.<\/span><\/p>\n<div class=\"freetrial freetrial--text-light freetrial--alt\"><div class=\"freetrial__image\"><img loading=\"lazy\" decoding=\"async\" width=\"310\" height=\"286\" src=\"https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2024\/02\/free-trial-alt-310x286.png\" class=\"attachment-freetrial size-freetrial wp-post-image\" alt=\"\" srcset=\"https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2024\/02\/free-trial-alt-310x286.png 310w, https:\/\/resourceguruapp.com\/blog\/wp-content\/uploads\/2024\/02\/free-trial-alt.png 536w\" sizes=\"auto, (max-width: 310px) 100vw, 310px\" \/><\/div><div class=\"freetrial__text\"><h4>The #1 scheduling and time tracking tool trusted by thousands of project teams<\/h4>\n<p>Join thousands of project managers who have made scheduling a breeze.<\/p>\n<p><a class=\"button\" href=\"https:\/\/app.resourceguruapp.com\/\" rel=\"noopener\">Start Your Free Trial<\/a><\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s tempting to think the hard part is over as soon as you\u2019ve won the client. Your pitch was the winner, but is your agency client onboarding experience just as good? Because it needs to be.&hellip;<\/p>\n","protected":false},"author":34,"featured_media":5016,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","mc4wp_mailchimp_campaign":[],"footnotes":""},"categories":[55],"tags":[],"class_list":["post-5014","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-agencies"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Agency client onboarding: 7 steps to building lasting partnerships<\/title>\n<meta name=\"description\" content=\"Agency client onboarding should create the foundation for your partnership. 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