Client onboarding and offboarding: The PPC agency’s guide

by | Jan 26, 2024 | Digital Marketing, Leadership and management, PPC

This article discusses the various challenges faced by search agencies in terms of client transitions. The piece emphasizes the importance of implementing the right processes to efficiently manage client onboarding and offboarding to maintain positive relationships and facilitate future referrals. The churn rate for professional services is mentioned to be 27%, indicating the commonality of client transitions. The author shares insights from their agency’s experience, providing key practices to enhance the client experience during onboarding and offboarding.

For onboarding PPC clients, the article stipulates the necessity of learning the client’s business, understanding their language and metrics, setting expectations clearly, and maintaining a curious attitude to comprehend other aspects of their business. The article further emphasizes the importance of treating departing clients with respect and adhering to the golden rule of treating others the way we would want to be treated. Sharing data and accounts with departing clients as well as asking for feedback upon offboarding are highlighted as key actions to facilitate the client transition process smoothly.

The importance of handling client transitions gracefully is reiterated, with emphasis placed on the potential of implementing best practices for client onboarding and offboarding to reduce friction, maintain positive relationships, and generate referrals. Client feedback during transitions is highlighted as a crucial element that can build trust and contribute to future success. The article provides in-depth insights and tips on various aspects of client transitions, ranging from learning and setting expectations with new clients to the golden rule in handling departing clients.

Overall, the article serves as a comprehensive guide for search agencies in managing client transitions seamlessly. The importance of building and maintaining positive client relationships through effective onboarding and offboarding processes is emphasized to ensure a positive client experience no matter the outcome. The article offers valuable insights and actionable steps that can be implemented to smoothen client transitions and enable future success for search agencies.

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