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One thing you can do is immediately send a welcome packet or email after the proposal is submitted. The point of this is two-fold: Reinforce that they did the right thing by making them feel like part of the family Set expectations for onboarding Consider including a timeline for the next steps, and inform them that your team is excited to have them on board. Schedule a discovery call. Even if you send a packet or email, your new customer will still need a personal touch. In the discovery call, one of your team members will welcome the client and ask if they have any questions or concerns.

It’s also good to take this time to organize the kick-off call and set expectations for it. FreePhone Number List Customer Onboarding Templates Eight templates to lead your new customers through their first several months with your product or service Customer Intake Form Template Customizable Welcome Packet Onboarding Timeline Template And More! Get Your Free Templates Learn more Kick-Off Call The kick-off call is the formal introduction between the client and your team members who will be handling/working the account.






Especially at the beginning of an engagement when there may not be tangible results or deliverables, it’s important to remind the client of what they still stand to gain and why they entered into the engagement. Create an SLA. A service-level agreement   SLA   is a contract that establishes a set of deliverables between one party and another. This will be more specific than the proposal and may be adjusted as goals or needs change. It’s important to you, and what you need from them to accomplish it. HubSpot's SLA Management tool can help your team prioritize incoming requests.