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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. Prioritizing customer needs. Identify the customer’s primary business objectives and what products/services are integral to their success.
  2. Ensuring customer onboarding is successful. Functionally configure and customize the platform for the customer and provide tailored insights into the value they can receive from it.
  3. Uncovering and proactively addressing pain points. Create customer-focused recommendations based on best practices, customer feedback, and data-driven insights.
  4. Identifying opportunities for optimization. Develop solutions for time and cost savings and collaborate with customers to drive adoption and generate value for their organization.
  5. Supporting customer relationships to ensure customer satisfaction. Assist customers in troubleshooting issues and respond quickly to any inquiries or requests.
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Objectives & Key Results

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

  1. Objective: Increase customer satisfaction and loyalty by quickly understanding & resolving user issues
  2. Key Result: 95% customer satisfaction rating after 90 days
  3. Objective: Improve the customer’s workflows by implementing new software processes
  4. Key Result: 25% increase in efficiency by the end of the first 90-day period
  5. Objective: Guide customers to effectively use the product features
  6. Key Result: 100% of product features utilized within 90 days
  7. Objective: Increase visibility into customer usage and trends
  8. Key Result: Monthly customer usage reports delivered to stakeholders before the end of the quarter
  9. Objective: Build relationships and improve collaboration between customer teams and our customer success team
  10. Key Result: Positive customer feedback on all customer success team interactions after 90 days
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Tactical Considerations

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

  1. Improve access to information and sharing of data between departments
  2. Accelerate development cycles and embrace agile methodologies
  3. Increase the efficiency of customer onboarding and the customer experience
  4. Automate processes and optimize operational workflows
  5. Implement effective IT and security policies to protect sensitive data
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer's industry, mission, and company to gain an understanding of their objectives.
  2. Email the customer in advance of the call stating what you hope to accomplish and introduction of yourself.
  3. Start the call by welcoming the customer and addressing them by name, expressing your enthusiasm in getting to know them and their organization.

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