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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. Improving customer retention and churn rate
  2. Increasing collaboration and understanding across departments
  3. Enabling real-time customer feedback reporting
  4. Promoting the efficient use of resources and time
  5. Optimizing internal processes
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Objectives & Key Results

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

  1. Objective: Establish a safe and positive experience with the customer. Key Results: Establish trust and rapport with the customer to ensure they become long-term customer.
  2. Objective: Discover customer's needs and expectations. Key Results: Develop a deep understanding of customer's preferences and requirements.
  3. Objective: Increase customer understanding of the product. Key Results: Identify areas in product usage and adoption challenging customer and develop a clear plan for increased product usage.
  4. Objective: Develop a plan to help the customer reach their goals. Key Results: Create a comprehensive plan to help customer meet their objectives.
  5. Objective: Establish customer loyalty and return business. Key Results: Offer customer additional services and resources to increase customer satisfaction and renew customer contracts.
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Tactical Considerations

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

  1. Need to maximize efficiency by streamlining and automating day-to-day activities.
  2. Needed to create an effective workflow for tracking the progress of sales deals.
  3. Need to handle a large customer database, ensuring they’re segmented and organized properly.
  4. Need to ensure sales reps have the right customer/leads information at their fingertips.
  5. Need to ensure the customer has visibility into the product or service being delivered.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your research before the call – understand their current processes and infrastructure, their recent successes, and, if possible, their customer-base and existing relationships.
  2. Start the call by recognizing their successes, and create a collaborative environment for discussing their needs.
  3. Make sure to show genuine enthusiasm and interest in understanding their goals – ask and answer questions to establish up-front transparency.

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