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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. Increasing customer loyalty and retention.
  2. Improving the customer relationship journey.
  3. Identifying key metrics to measure customer success.
  4. Enhancing product features or functionality to meet customer needs.
  5. Gathering customer feedback to drive product improvements.
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Objectives & Key Results

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

  1. Identify the customer's current state of their operations and team structure and collaborate to discuss ways to improve efficiency.
  2. Lead discussions with customer to understand their pain points and build a plan to resolve their challenges.
  3. Understand customer's business goals and outcomes and then create and prioritize a list of objectives and key results.
  4. Provide effective communication to ensure that customer is aware of all changes and benefits being brought to their organization.
  5. Analyze current product uses, user experience, and trends and suggest new opportunities for customers to increase their ROI.
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Tactical Considerations

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

  1. Time Availability: With the team being smaller, there is likely a limited amount of time to dedicate to initiatives as there are likely numerous responsibilities that have to be managed.
  2. Trust: With the customer strongly focusing on their industry, there may be a knowledge gap that deserves some initial trust building to familiarize the team with the company's capabilities.
  3. Scalability: With future growth likely in mind, finding solutions that are able to scale efficiently can be of great value.
  4. Resource Allocation: Understanding where the most appropriate resources should be allocated can be difficult to decipher.
  5. Reporting and Accountability: Ensuring that meetings are productive and that everyone can be accountable for their contributions can be a challenge.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Familiarize yourself with the company prior to the call so that you can speak to meaningful topics and show the customer that you care about their business.
  2. Are the goals and objectives of the customer related to their industry? Take time to understand how the their products, services, and operations fit into their industry.
  3. Show that you are truly interested in their success by asking specific questions that address the customer's unique challenges and goals.

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