Section 6 — Kim's Section
Client Onboarding & Retention
This is where Kim becomes critical. Our onboarding should feel premium — like the client just joined something exclusive. Retention is the engine that compounds our revenue.
Kim — Client Success & Retention Lead
Second in Command
Kim owns the client relationship from the moment the contract is signed. The goal is simple: 90% client retention. Every client should feel like they are our only client.
Premium Onboarding Flow
Contract Signed
Day 0Sales closes the deal. Kim receives the signed contract and client details within 2 hours.
Kickoff Call
Day 1–2Schedule and conduct the kickoff call within 48 hours. Walk through expectations, timeline, and introduce the team.
Dealership Data Collection
Day 2–5Gather all assets: website access, Google Business Profile, analytics logins, inventory feed details, brand guidelines.
Audit & Strategy Plan
Day 5–10Courtland completes the full visibility audit with support from our white-label team. Kim presents the strategy plan to the client with clear milestones.
First Visibility Improvements
Day 10–20Technical fixes, schema markup installation, AI SEO agent setup. Show the client tangible progress they can see.
First 30 Days With a Client
Goal: Show early wins. Click each week to see the detailed tasks.
Week 1: Setup & Quick Wins
Send welcome package
Conduct kickoff call
Collect all access credentials
Fix any critical technical errors
Install AI SEO agent
Early Win Examples to Show Clients
Improved Search Visibility
Show before/after screenshots of their Google rankings and AI search appearances.
Improved Lead Tracking
Set up proper analytics so they can see exactly where their leads come from.
Competitor Insights
Show them what their top competitors are doing online that they are not.
Retention Playbook
Retention is not passive. It requires proactive communication based on what is happening with the account.
When: Numbers are UP
Call the client to celebrate. Share the wins. Ask for a case study or referral.
When: Numbers are DOWN
Call the client BEFORE they call you. Explain what happened and the plan to fix it. Transparency builds trust.
When: Client goes quiet
Reach out proactively. Send a quick insight or competitive update. Show you're thinking about their business.
When: Renewal approaching
Start the renewal conversation 60 days early. Present a results summary and future roadmap.
Kim's Golden Rule
Never just send a report — explain the report. Connect our marketing metrics back to their inventory movement. Make every client feel like they are our only client.