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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. Gaining transparency into customer needs and process.
  2. Maximizing customer success outcomes and customer engagement.
  3. Improving customer onboarding and product adoption.
  4. Strengthening customer relationships and driving customer loyalty.
  5. Increasing sales and revenue from customer retention.
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Objectives & Key Results

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

  1. Identify how the customer is currently using the software and their challenges with current usage.
  2. Understand more about the customer's end goals and objectives and how our software can help them get there.
  3. Recognize current customer “pain points” through discussion of workflows, bottlenecks, and other project considerations.
  4. Determine the most efficient way to utilize and adopt our software in order to foster a productive collaboration within their organization.
  5. Gather insights on how the customer required training and/or support to ensure successful onboarding and ongoing user experience.
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Tactical Considerations

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

  1. Create a plan to ensure the CRM implementation is successful for all users and departments.
  2. Develop a comprehensive training program for all users on the features and functionality of the CRM.
  3. Identify and resolve customer issues patterns quickly by monitoring key metrics and trends in usage.
  4. Advise the customer on how to create a data-driven culture within the organization.
  5. Develop customer segmentation strategies to reach the right users with the right marketing messages.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Review the customer's website and read up on their latest press releases to get a better understanding of their challenges and objectives.
  2. Understand the customer's technical and strategic capabilities, areas for improvement, and any issues they are currently addressing.
  3. Focus on building a rapport with the customer by showing a genuine interest in them and their organization. Ask questions, make introductions, and share your own experiences.

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