About this process

  • Department: Client Delivery
  • Responsible: Client Delivery
  • Accountable: Operations Manager
  • Consult: Head of Revenue
  • Inform: Client Relationship Manager& Operations Manager
  • Date created: 31/01/2020
  • Date last updated: 31/01/2020

Have you ever known anyone to buy a car without having a test drive? No, me neither! It’s the same in most industries but there could be many reasons as to why a client would work with us on a project and move to a retainer after. 

The Renewal/Exit process will be followed, this process should be picked up during Step 5. 

Step 1 of the process

The Operations Manager will check the Retainer Onboarding process and confirm that the client has been through all the steps. Review how we currently work with the client i.e. communications, KPI’s etc and if necessary, schedule a call with the client to realign.

If not, missing steps will need to be completed.

Step 2 of the process

The Operations Manager will review the Putting a Client Delivery team together process to ensure that we have the best team for the client.

Step 3 of the process

The Operations Manager will update all relevant client delivery tools & documents to reflect any changes.


Topics: Operations Processes