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Stakeholders make or break renewals. If you want to keep them happy during onboarding and create a neat experience for them, KEEP THEM IN THE LOOP!

If you have a shorter onboarding experience (sub-90 days), weekly emails work great! 

If you have a longer onboarding experience (90 days plus), monthly works better!

Things I like to put in my Stakeholder Update Emails:

  1. Highlights aka things accomplished. Get them excited to see what we’ve done! It’s nice for them to know how much work we’ve done for them!
  2. Next Steps aka how much we have left. Help keep those expectations in check by showing them what next steps are and which resources are needed to stay on track!
  3. Hurdles (help them see what roadblocks we’ve run into or could run into) This is a great place to call out unexpected things like “Customer Team Member A isn’t doing their tasks”

What did I miss?

We’ve put a lot of thought into this and have built out a status report that includes:

  • Project timeline
    • Forecast start/end dates for all phases of implementation
    • Actual start/end dates (early or late)
    • Status of each phase
      • Not started
      • On track
      • Behind schedule
      • Complete (on time)
      • Complete (behind schedule)
  • Status of build
    • # of integrations built (#/#)
    • # of commission rules built (#/#)
    • # of commission rules approved by client (#/#)
    • # of plans built
      • Plan name
      • Phase
      • Blocker
      • Target completion dates
        • Discovery
        • Build
        • UAT
      • % Complete
        • Discovery
        • Build
        • UAT
  • Outstanding items
    • Start date
    • Due date
    • Assignee
    • Task/follow-up (item)
    • Category
      • Risk
      • Issue
      • Decision
      • Deliverable
      • Task
      • Follow up
    • Notes
  • Completed Items
    • Same as above adding in completed date
  • Upcoming Holidays/days off
    • Internal & External

Using this gives us the ability to provide a consolidated view of where we are on the project, any critical items that are overdue from us or the client, and ensure stakeholders have a historical view of progression.

That is great @rondeaul! Thank you for sharing! Since implementing this have you noticed a reduction in stakeholders reaching out asking where they are in the onboarding process?

Yes, we have. The additional level of detail has helped with that and is also helping us keep clients on track with their timelines because we get them to agree to the due dates before assigning them. Also, if they delay a project and then ask why the project is running long, we have the ability to go back and point to their delays that we are unable to recover from.

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