Hi everyone, I'm researching client onboarding in marketing agencies. I'd love to hear about your experiences: What are the biggest challenges you face during client onboarding? How does your current onboarding process impact your time management? Have you noticed any correlation between your onboarding process and client churn rates? Does a smooth onboarding process affect client retention in your agency? How do you think onboarding influences the success of your marketing campaigns (e.g., conversion rates)? What tools or strategies have you found most effective in streamlining your onboarding process? Your insights would be incredibly valuable. Thanks in advance!
I wouldn't call sign ups as clients since I work for an affiliate network, but hopefully this would provide more insight 1. No reply, fake signups, signups with intent to commit fraud 2. Not much impact for now, its been slow lately 3. Not applicable 4. It definitely does 5. Yes, getting started with 0 knowledge and having support. I am sure you can tell which is better 6. Creating a contact grp on telegram or MS teams with relevant affiliate and colleagues. Everybody can see what is going on and reply to inquiries fast.
hello everyone! i think client onboarding process is smooth and well organized... i appreciate how each step is expalined in details...looking forward to continuing this journey...
Biggest challenge for us is getting all the client info up front—delays everything. A good onboarding process definitely saves time and reduces churn. We’ve seen better campaign results when onboarding is smooth and expectations are clear. ClickUp + structured forms help a lot.
Biggest issue is delayed client input, missing access, unclear goals, or scattered assets slow everything down. A structured onboarding saves us hours weekly and lowers miscommunication mid-project. We use Notion for workflows, Typeform for briefs, and Loom to walk clients through what we need, it’s a game changer.
As for me, one of the biggest challenges is aligning client expectations with what we can deliver. It's important to set clear, realistic goals from the beginning to avoid miscommunication later on
Great topic, Victor. Biggest issue for us is delays from clients—missing info, access, or unclear goals. That alone can throw everything off. Using Notion for checklists and Loom for quick walkthroughs has helped a lot. And yes, a smooth onboarding really does make clients stick around longer. Sets the right tone from the start.
We also struggled with onboarding until we built a clear process — form + welcome call + short Loom guides. Clients got more engaged, fewer drop-offs, better results. Without structure — total chaos and wasted time
Our onboarding process is pretty simple, but it took a while to get right. We usually start with a short welcome email that we use as a template, but we always tweak it based on who the client is and what they came to us for. It covers what to expect, what we’ll need from them, and a few quick questions to help us prepare. Then we set up a Zoom call to walk through everything together - goals, timeline, and how we’ll communicate. That call usually gives us a good sense of where they’re at and what they care about most. Once that’s done, we enter all the details into our CRM. (We’ve been using Pipeline CRM because it’s not overwhelming and fits our process well.) We tag contacts, set up reminders, and assign a call follow-up based on availability. It helps us make sure nothing slips through the cracks after the call. In general, it also makes it easier to spot which clients need more attention without digging through old emails or notes. One more thing, after the call, we send over a short recap along with a few Loom videos that explain parts of their package or show how to use certain tools we’ll be working with. That way, they don’t have to remember everything we talked about on the spot, and they can revisit it anytime. It’s a small thing, but clients seem to really appreciate it, especially the ones who like to take their time or need to share the info with someone else on their team.
1. The hardest part is when clients go silent, delay sending materials, or aren’t really sure what they want. 2. If the process isn’t clear, it eats up a ton of time just going back and forth. 3. Yeah, I’ve seen that, if onboarding goes badly, the client usually doesn’t stick around long. 4. It definitely makes a difference. A good start sets the tone for the whole relationship. 5. When clients feel guided and supported, they trust more and the results are usually better. 6. Templates and automation in ClickUp really helped us, plus a clear welcome pack with videos and checklists.