CRO <> New Business Kickoff SOP
The following SOP outlines the kickoff process for New Business:
Best Practices:
Upon staffing, inform the CRO lead and the CRO AM for them to create the internal slack channel and add Nash, Danielle, Diana, Mafe and Ned
Process:
Once a client signs, Ned informs Danielle, Dany, and Nash to begin staffing. The first step is reviewing the client’s CMS platform to determine which POD has the capacity and expertise to support it. After that, bandwidth among PODs, the client’s personality, and the project size are reviewed, and the project is then allocated to a POD, specifying the AM.
Ned introduces Nash to the client on the thread where the client signed the contract.
Nash then sends a kickoff email to the client, introducing the team assigned to the account as well as Dani Coulet, Director of Client Success. As part of the onboarding process, Nash requests access and assets, informing the client where to upload fonts, images, and other assets, and outlining the preferred communication method, which is ideally Slack.
The CRO AM will follow up on the email with available time slots for scheduling the kickoff meeting and will send the calendar invites. Typically, the team needs 2-3 days to prepare for the KO call. In addition to the CRO AM and CRO GL, one member of the client success team—either Danielle or Diana—will join the call. Nash will also attend to ensure the KO goes smoothly, and Ned will join if he is available.
The CRO AM creates both internal and external Slack channels for the CRO client. Meanwhile, the Growth Lead prepares the Kickoff Deck, which is based on the CRO audit that Ned presented to the client before signing.
Kickoff Message Template:
Hello CLIENT - I'm Nash Director of Growth Leads here at Power Digital, we're excited for our kickoff!
Please find the below note relating to some access and asset requests. Similarly, I’m pleased to introduce you to some of the team who will be joining me on the account:
TEAM
GROWTH LEAD: Primary Growth Lead, working alongside myself on the account. She and I will lead analysis, ideation, and oversee high-level execution to ensure we're achieving our goals.
ACCOUNT MANAGER: The Account Manager who will be the day-to-day primary point of contact who acts as the direct liaison between our design + development departments, and the rest of the team here.
Danielle: Director of Client Experience. She’ll be overseeing the account from a high level to ensure operations and execution are smooth.
Not listed in this email are a few dozen designers, developers, data leads, and execution leads who will be working on the account in the background. From time to time, some of those folks will be jumping on our calls, but the above are the primary account leads.
ASSETS + ACCESS
Do you mind facilitating the below requests to their respective emails? Let us know if there are any challenges. If any of the below are not applicable, simply ignore them. Similarly, we’ll want to get a Slack channel set up shortly as well, to expedite communications (or be added to your existing channel).
Access to the site: Please send us your Shopify URL so we can send a collaborator request; it would end in “.myshopify.com" and your Shopify Collaborator Code, if aplicable.
GA (google analytics), GSC (google search console), and GTM (google tag manager) admin or edit access (any applicable): please add analytics@powerdigitalmarketinginc.com I If any of the above are not created yet, we can create all for you.
Mailchimp, Klaviyo, or any existing ESP (Email Service Provider): please add ecomm@powerdigitalmarketinginc.com
Slack: Do you have an account you’d like us to be added to? If not we can spin one up quickly, and send over the invite. Just let us know which you prefer.
We’ve created a folder for all brand assets so please add the following to the folder for anything that you have:
- Style guide ( fonts, colors, etc),
- Branding guidelines,
- Logo files
- Any and all available brand or product images (from website, social media, ads, etc)
- Any other relevant files you think are important
Client Assets Folder here
WEEKLY CALL
AM will be replying with some options for our weekly 50-min growth sync for next week!
Process Owner: Nash Akel
Last Update: 7/31/24
SOP HERE