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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. Due to the small team size, your contact may be wearing multiple hats and struggling to juggle various responsibilities.
  2. Keeping up with the latest industry trends and adapting to meet changing customer needs can be a challenge.
  3. Managing customer feedback and ensuring that it is effectively communicated to the product development team for any necessary improvements.
  4. Balancing customer acquisition and retention efforts to ensure steady growth and customer satisfaction.
  5. Finding the right tools and technology that can streamline processes and improve overall efficiency.
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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 their current workflow to identify areas of improvement.
  2. Determine the customer's key performance indicators (KPIs) related to productivity, collaboration, and visibility to align on measurable objectives.
  3. Assess the customer's current usage and adoption of our product to identify areas for optimization and provide recommendations for improvement.
  4. Discuss how our product can be customized to meet the specific needs of the customer's B2C retail business and tailor solutions accordingly.
  5. Set clear, actionable objectives and key results (OKRs) for the customer to achieve within a specified timeframe to drive success and measure progress.
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Tactical Considerations

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

  1. Overseeing customer onboarding process and tracking if customers are successfully implementing the software.
  2. Managing customer inquiries and ensuring timely and effective resolution of issues related to the software.
  3. Driving user engagement and adoption of the software to maximize its value within the organization.
  4. Measuring and reporting key performance indicators related to customer success to internal stakeholders.
  5. Collaborating with the development team to provide feedback on user needs and software improvements.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Understand their current pain points in their operations and how the software can alleviate them.
  2. Research the company's pet products to demonstrate a genuine interest in their business.
  3. Prepare to discuss examples of successful implementations in similar-sized companies within the Retail industry.

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