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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. Boosting collaboration between different internal departments & external internal partners.
  2. Increasing visibility into the customer’s data & insights into past successes & failures.
  3. Strengthening communication among customer stakeholders & decision-makers.
  4. Maximizing customer onboarding speed & sustainment performance.
  5. Improving overall customer satisfaction & successful outcomes.
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Objectives & Key Results

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

  1. Identify and understand the customer's current ways of working and how they manage their data.
  2. Evaluate the customer's desired outcomes for increasing productivity, collaboration and visibility.
  3. Develop a plan to leverage our software in order to meet the customer's desired objectives and key results.
  4. Discuss best practices for setting up users, roles, and groups within the system.
  5. Outline implementation and onboarding steps to ensure successful adoption of the SaaS platform.
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Tactical Considerations

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

  1. Lack of visibility across organizational roles and departments
  2. Difficulty managing and tracking customer interactions and project status
  3. Reduced quality and speed of customer service
  4. An inefficient process for onboarding new customers and onboarding new product features
  5. Inability to establish customer loyalty and engagement
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your research - Understand the customer's industry, objectives, and current team dynamics. Make sure you have an understanding of their company's pain points and successes in order to better address their needs.
  2. Clarify expectations - Get a clear sense of the customer's expectations from the call. Discuss how both parties will measure success of the partnership, and ensure expectations are realistic and achievable.
  3. Create a connection - Build trust by demonstrating your knowledge and expertise in the industry. Ask the customer questions to get to know them better and create a comfortable and welcoming conversation.

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