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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. Priority #1: Improve user adoption and interactive capabilities of the software to help employees maximize productivity.
  2. Priority #2: Enhance data security and access control solutions to protect data and help validate company policy guidelines.
  3. Priority #3: Implement successful data integration strategies throughout the system to reduce workload while improving accuracy and speed.
  4. Priority #4: Optimize reporting tools and data analytics to make informed decisions quickly and accurately.
  5. Priority #5: Develop and deploy automation features to help improve the accuracy and speed of processes.
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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 primary goals and objectives.
  2. Develop a comprehensive understanding of the customer’s current process and workflows to identify areas of friction.
  3. Explore and identify external customer needs and expectations.
  4. Develop a shared vision for the customer’s desired outcomes and objectives, with measurable Key Results.
  5. Assess the customer's current use of the product and identify opportunities to increase productivity, collaboration, and visibility.
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Tactical Considerations

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

  1. Ensuring their internal processes are optimized to streamline efficiency.
  2. Analyzing customer intelligence feedback to identify pain points and potential improvement opportunities.
  3. Ensuring employees have the proper tools and training to be successful in using the SaaS.
  4. Developing best practices and procedures to use the SaaS more effectively.
  5. Leading collaborative efforts to identify customer usage trends and innovative solutions to potential challenges.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Before I join the call, I will take time to understand their organization's current processes and challenges in relation to productivity, collaboration, and visibility.
  2. I will ask them what their expectations are for the call, and what they hope to achieve after consulting with me.
  3. I will take time to introduce myself before welcoming them to the call, using positive and friendly language.

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