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Implementation Kickoff Call Process + Playbook

Description

The implementation kickoff call is a critical first step in setting the tone for a successful client onboarding. This milestone creates a structured process and playbook for your team to follow during these calls, ensuring that expectations are clearly defined, timelines are established, and key stakeholders are aligned. By standardizing this process, your team can deliver consistent, professional, and engaging kickoff calls that build trust and set the foundation for a smooth implementation.

Process Summary

  1. Define Kickoff Objectives: Collaborate to identify the primary goals of the kickoff call, such as reviewing the implementation plan, introducing key stakeholders, and setting expectations.
  2. Playbook Development: Create a detailed playbook outlining the agenda, key talking points, and critical questions to ask during the kickoff call.
  3. Meeting Type Configuration: Add a specific "Kickoff Call" meeting type in HubSpot to track and report on these meetings.
  4. Custom Properties Setup: Configure custom properties to capture information discussed during the call, such as implementation timelines, client priorities, and assigned stakeholders.
  5. Follow-Up Automation: Set up workflows to automate follow-up actions, such as sending recap emails, updating client properties, and creating tasks for next steps.
  6. Testing and Refinement: Test the playbook and workflows with sample calls, gather feedback, and refine the process as needed.
  7. Team Training: Train the implementation team on how to use the playbook and tools to ensure consistent execution.

Requirements

  • Input on the agenda and key topics to cover during kickoff calls.
  • Collaboration to define questions and information to gather during the call.
  • Access to client onboarding materials to align the process with existing workflows.
  • Feedback during testing to ensure the playbook is practical and effective.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • A standardized kickoff call process ensures consistent client onboarding experiences.
  • Clear expectations and timelines are established, reducing misunderstandings.
  • Automated follow-ups keep the onboarding process organized and on track.
  • Improved visibility into kickoff call outcomes with tracking and reporting tools.