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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. Developing a collaborative and cohesive environment within the software team and ensuring everyone has transparency on progress and development.
  2. Prioritizing customer ticket and request resolution from the company's software.
  3. Creating a roadmap to success for countries across multiple software products.
  4. Ensuring utmost customer satisfaction when it comes to their BI software.
  5. Improving the customer's software by implementing continuous and regular feedback processes.
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Objectives & Key Results

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

  1. Establish a clear and impactful agenda for the meeting.
  2. Identify current user adoption & which key company stakeholders are involved in the success process.
  3. Identify which current features of the software are being utilized and which could be leveraged to help the customer reach their objectives.
  4. Define potential short-term and long-term objectives and key results.
  5. Clarify customer expectations and goals for future success and collaboration.
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Tactical Considerations

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

  1. Understand whether there is a need for increased productivity with current employees or resources to fill gaps in employee performance
  2. Determine the customer's current expectations for collaboration and visibility
  3. Formulate a plan to provide insights and best practices for increasing customer engagement
  4. Identify possible integrations with existing customer software to better serve customer needs
  5. Develop approaches to measure the impact of customer success initiatives
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Gather as much information as you can on the customer’s business and their current situation, needs, objectives, and goals. Ask questions to better understand the customer’s objectives and requirements.
  2. Provide a brief introduction of yourself, your team, your customer success strategy, and any additional stakeholders who might join the call.
  3. Leverage the customer’s existing knowledge and demonstrate that you have done your research into the industry, the customer’s business challenges, and their potential solutions.

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