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First Call Custom Brief

Here are some prompts to help you better understand your customer before jumping on that first call.

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Pain Points & Priorities

Based on your inputs, these are pain points your customer may be experiencing:

  1. Managing a large team of customer success representatives and ensuring they are aligned with the company's goals and objectives.
  2. Struggling to track and measure key performance indicators (KPIs) to assess the success of customer success initiatives.
  3. Dealing with customer escalations and complaints effectively and efficiently to maintain customer satisfaction and retention.
  4. Implementing and optimizing customer success processes and workflows to improve efficiency and effectiveness.
  5. Driving cross-functional collaboration and communication to ensure a seamless customer experience across different departments.
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Objectives & Key Results

Use these OKRs (objectives and key results) to help your customer find success:

  1. Understand the current pain points and challenges the customer is facing in terms of productivity, collaboration, and visibility within their organization.
  2. Identify the current tools and processes the customer is using to manage their day-to-day operations and determine any inefficiencies or areas for improvement.
  3. Evaluate the customer's current level of engagement with your company's product and identify any gaps in their utilization that could be hindering their success.
  4. Establish clear success metrics and KPIs that the customer wants to achieve through the implementation of your solution, such as increased efficiency, reduced time-to-market, or improved team collaboration.
  5. Define a clear roadmap for onboarding, training, and ongoing support to ensure that the customer is set up for success and can achieve their desired outcomes with your product.
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Tactical Considerations

Consider these tactics and strategic initiatives your customer may be planning:

  1. Ensuring efficient communication among their team members to help streamline workflows and maximize productivity.
  2. Improving cross-functional collaboration within the organization by breaking down silos and encouraging knowledge sharing.
  3. Enhancing visibility into projects, tasks, and milestones to track progress and make more informed decisions.
  4. Managing a diverse set of stakeholders and conflicting priorities to ensure alignment and successful outcomes.
  5. Adopting technologies and tools that support agile methodologies and continuous improvement to stay competitive in the market.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Understand the specific pain points or challenges that the customer is facing in their current processes. This could include identifying areas where they are struggling with collaboration, visibility, or productivity within the organization.
  2. Research the customer's industry and how other similar organizations have successfully implemented the solutions your company offers to drive results. This can help you tailor your conversation to their specific needs and show your expertise in their field.
  3. Ask open-ended questions to gain a deeper understanding of the customer's goals, timeline, and expectations. This will help you align your recommendations with their objectives and demonstrate your commitment to helping them succeed.

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