Welcome to Guided Client Onboarding
Collect client information
This includes the necessary client logins and key business information such as goals and challenges.
Set clear SMART goals
Make sure you keep your goals specific, measurable, attainable, relevant, and timely.
Review the sale
Take some time to review what services you sold to your client.
Create a timeline
Use all of the previous steps to create a timeline of to-do's.
Add portal users
Add all necessary portal users and connect social accounts.
Configure preferences
Work with your client to configure preferences for their content (hosting, templates, and so on).
Data and analytics
Turn on the client's analytics and upload their database.
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Explore integrations
Integrate the tools your clients need with their HubSpot account.
Understand your client’s sales process
Ask the right exploratory questions to define their process.
Create a handoff blueprint
Define lifecycle stages, their triggers, and who’s responsible for what.
Implement your client’s CRM
Connect your client’s CRM to HubSpot if they are not using the HubSpot CRM.
Convert leads into customers
Align marketing and sales teams to create seamless conversion paths and processes for new leads as they move through lifecycle stages.
Understand your client’s service process
It is important to understand the experience someone has once they’ve become a new customer and are transitioning from working with the sales team to working with the customer success or account management team.
Create a handoff blueprint
If you are also helping your customer with the Marketing to Sales Handoff it is likely you have already built out your blueprint. If not, define your client’s post-sale lifecycle stages and who is responsible for what.
Implement your client’s Service Tools
If you haven’t already done so, make sure you connect your client’s Service tools to HubSpot if they are not using HubSpot Service Hub.
Track your Client’s Evangelist
If your client develops a loyal base of customers who voluntarily spread positive messages about their experiences, it could result in ROI through increased social media views and referrals.
Review what a quick wins strategy is
Quick wins can generate big results while all the other inbound tactics are working in the background to grow their business.
Evaluate client’s SMART goals
Review your client's initial goals and timelines and align which area will be the main focus of your quick wins strategy (ie: marketing, sales, service).
Isolate applicable quick wins
Don’t adopt a cookie cutter strategy. The strategy and tasks you undertake will differ depending on the types of customers you deal with and their individual goals.
Execute 1-3 quick wins
Show the client value as soon as possible. Execute 1-3 tools that complement your client’s strategy and tie back to their initial goals.
Define their buyer personas
A well-defined persona will help you build a better marketing plan in the long run.
Perform a content audit
This is the process of evaluating your client’s content — both in quantity and quality. This will help you identify any gaps in content.
Identify and set up the appropriate campaign
Every client has different tools, goals, and needs. Strategize on what the best content type would be for your client’s first campaign.
Promote your content
Have a strategy in place to distribute and amplify your client’s content.
CRM implementation
You will want to make sure that email activities can be logged in the CRM and that HubSpot is set to track the engagements on their sent emails.
Process development
Spend time with your client defining their deal stages and how it fits into their sales process. Ensure that your customers are familiar with contact lists, contact profiles, and deals.
Sales tool enablement
Educate the client’s sales team on the enablement tools so they can optimize and streamline their sales process. The four core tools consist of tasks, templates, sequences, and meetings.
Service Hub implementation
Connect your client’s inbox to the CRM. This is similar to connecting your customer’s inbox for Sales Hub so that they can see, send, and track email communication to their contacts.
Service Hub enablement
Work with your client to assure service pipeline stages are clearly defined. Additionally, ensure that your customers are familiar with the four core tools: Conversations, Ticketing, Customer Feedback, and Knowledge Base.
Cross-Functional Integration
If your client is using the ticket pipeline, make sure you spend time reviewing their deal stages and how all the tools work cross functionally.
Review reports with clients
Identify which reports are the most important for your client and illustrate results relative to their initial SMART goals.
Establish a reporting cadence
As a Solutions Partner, you should be reporting activities, results, and ROI at the appropriate times.
Build a dashboard
Display performance around the metrics most important to your client.
Come prepared with the client’s SMART goals
SMART goals will help your HubSpot partner manager make recommendations that take into account the state of the client relationship.
Interpret your client’s reports
Review the client’s sources report to see how the website is performing to traffic, conversions, and new customers.
Assess the client's feelings about their engagement with you
Based on your client’s audit, your partner team can help you customize your action plan and develop a set of recommendations to drive meaningful impact on the customer’s success.
Evaluate upcoming renewals
With the help of Partner Dashboard, review which clients are approaching their HubSpot renewal.
Determine the communication owner
Ensure the right communication owner, either your company or HubSpot, is marked for each client renewal.
Navigate the renewal timeline
Once a communication owner is selected, help your client successfully renew with both HubSpot and your company. Loop in your Channel Consultant who can advise on next steps.