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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. Create a plan of action outlining how the company can achieve an increase in productivity, collaboration, and visibility.
  2. Analyze current systems and processes to determine where efficiencies can be gained.
  3. Implement tools/processes that enable better collaboration between teams and stakeholders.
  4. Utilize customer feedback surveys and cross-examine customer pain points & feedback.
  5. Determine how to best leverage customer data for maximum visibility.
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Objectives & Key Results

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

  1. Understand current workflow and processes to identify potential efficiencies.
  2. Create an inventory of existing platforms and tools to evaluate the need for new solutions.
  3. Identify areas where tracking and visibility can be improved.
  4. Review current customer success resources and identify opportunities to grow or optimize the existing team.
  5. Evaluate the existing onboarding process and identify areas of improvement.
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Tactical Considerations

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

  1. Improving performance of daily operations
  2. Ensuring customer engagement and retention
  3. De-risking operations against compliance issues
  4. Scaling quickly and efficiently with new product launches
  5. Integrating existing systems with new software products
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer’s organization and the product/services they offer. This will help me better understand the current challenges and potential solutions the customer is looking for.
  2. Take some time to review any historical conversations and messages with the customer. This will help me gain a better understanding of the customer’s preferences, interests, and expectations.
  3. Focus on building rapport on our first call. Some effective ways to do this could include a brief introduction of myself, asking questions to help understand their background and needs better, and taking an active listening stance to understand their desires and challenges.

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