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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. Establish effective lines of communication between departments to ensure timely response to customer inquiries.
  2. Monitor customer feedback to assess customer satisfaction levels and prioritize customer needs.
  3. Streamline processes to increase efficiency and reduce manual tasks.
  4. Develop a training program to ensure staff understand product functionality and how to make the most of it.
  5. Deploy a customer relationship management (CRM) system to provide visibility of customer data and conversations.
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Objectives & Key Results

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

  1. Understand the customer’s processes and current technology stack to accurately assess how they can best use our product.
  2. Develop a detailed strategy for each customer's onboarding based on their success goals and timeline.
  3. Develop and maintain strong customer relationships by keeping clear lines of communication and demonstrating expertise in our product and industry.
  4. Serve as a subject matter expert to ensure that customers have up-to-date knowledge of our product and any changes that have been made.
  5. Monitor customer accounts for usage and engagement, and be proactive in identifying any areas for improvement.
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Tactical Considerations

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

  1. Increasing visibility of the customer success team to all relevant stakeholders in the organization.
  2. Providing measurable value on the customer's investment in the software.
  3. Improving customer satisfaction and loyalty.
  4. Identifying  and understanding customer patterns to anticipate customer needs.
  5. Improving integration and automation of processes, to increase productivity.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Conduct discovery to better understand the customer’s needs: Ask questions about their current system, discover where their current system is too manual or inefficient, and learn where the customer hopes to improve.
  2. Demonstrate knowledge of the customer’s industry: Research their industry and be prepared to discuss how other customers have leveraged our solutions to meet similar needs.
  3. Start building a rapport: Introduce yourself, thank the customer for their interest in working with you, and share your ideas on how you plan to collaborate to reach their goals.

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