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Onboarding a new client into the CRM

The steps an account manager follows when a signed client is handed over from sales. Written when the CRM was first set up, so parts of it may no longer match the current screens.

  1. Collect the handover pack from sales

    Ask the salesperson for the signed proposal, the primary contact details and the agreed start date.

    CheckAll three items are present and the start date is in the future.

  2. Search the CRM for an existing record

    Search by company name and by the primary contact's email address before creating anything.

    BranchIf A matching company record already exists, go to step 4: Add the primary contact

  3. Create the company record

    Create a new company record. Enter the legal name, trading name, billing address and industry.

    CheckThe new company record saves without validation errors.

  4. Add the primary contact

    Open the company record, add the primary contact and mark them as the decision maker.

  5. Set the account stage using the Pipeline tab

    Open the Pipeline tab on the company record and set the stage to Won. Then tick the box labelled Send welcome pack.

    CheckThe stage reads Won and the welcome pack email appears in the activity log within five minutes.

  6. Create the onboarding project

    From the company record, create a project named after the client with the agreed start date. Use the standard onboarding template.

  7. Book the kick-off call

    Send a calendar invitation for a 30 minute kick-off call to the primary contact and the account manager within the first week.

    CheckThe invitation has been accepted by the primary contact.

  8. Hand the account to the delivery lead

    Assign the company record and the project to the delivery lead and post a short handover note on the record.