---
title: Keyword Research Delivery Process — Citrus America
type: article
created: '2025-12-03'
updated: '2025-12-03'
source_docs:
- raw/2025-12-03-mid-week-call-w-melissa-106087274.md
tags:
- citrus-america
- process
- deliverables
- account-management
- keyword-research
- seo
layer: 2
client_source: Citrus America
industry_context: food-beverage
transferable: false
---

# Keyword Research Delivery Process — Citrus America

## Overview

A client complaint from Citrus America surfaced a gap in how deliverables were being routed to client contacts. The issue was resolved, but it prompted a new standing policy for all client-facing work product.

## What Happened

Gilbert completed keyword research for Citrus America and sent it to Wade (a client contact), but did not send it to Mike (another client contact) or copy the Account Manager. Mike subsequently complained that the keyword research had never been done — unaware that it had already been delivered to his colleague.

The AM was also not looped in, meaning there was no visibility into what had been sent, to whom, or whether all relevant stakeholders had received it.

> *"I told him, you should never send anything to a client without sending it to you as well, or to the account manager as well, so that you at least know what's there. And you could see, for example, that he was sending it to Wade, but not Mike. And you could say, oh, I need to make sure Mike gets this."*
> — Mark Hope

## New Policy

**All client-facing deliverables must be sent to the Account Manager for review before being delivered to the client — or CC'd to the AM at the time of delivery at minimum.**

This applies to:
- Keyword research documents
- SEO audits and reports
- Ad copy, landing page drafts, and campaign assets
- Any other work product sent directly to a client contact

### Rationale

- The AM is responsible for the client relationship and needs visibility into what is being communicated
- Multiple client contacts may exist on an account; the AM is best positioned to ensure all relevant stakeholders receive deliverables
- Gaps in delivery create unnecessary client friction and erode trust in the agency's execution

## Related Context

This issue arose during a broader discussion of Citrus America's SEO performance. Gilbert had also been working with Mark to analyze the account's low click-through rate despite strong impressions — a separate but related workstream. See [[wiki/clients/current/citrus-america/index]] for full account context.

The keyword research itself was confirmed complete. The complaint from Mike was a routing and communication failure, not a work failure.

## Action Items from This Meeting

- [ ] Melissa to follow up with Gilbert re: ZoomX competitor landing page strategy and confirm approval status (separate Citrus deliverable)
- [ ] Melissa to ensure all AMs are aware of the deliverable routing policy going forward

## See Also

- [[wiki/clients/current/citrus-america/index]]
- [[wiki/operations/account-management/am-responsibilities]]