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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:
- Prioritize onboarding processes to ensure all stakeholders are aware of the software operations and processes.
- Identify and acknowledge any challenges the organization is currently facing and implement a plan to address these.
- Develop and maintain a detailed individual and team progress tracking system to track utilization of the software.
- Assist customers in implementing best practices from a customer engagement perspective.
- Provide ongoing training and customer support to ensure customer satisfaction.
Objectives & Key Results
Use these OKRs (objectives and key results) to help your customer find success:
- Identify their current pains/gaps within their organization and teamwork, understanding instances where increased productivity, collaboration, and visibility may be of benefit.
- Gauge customer perception and expectations regarding the successful implementation of the desired increase in productivity, collaboration, and visibility.
- Create realistic objectives, establishing a timeline and resources for the successful achievement of customer goals.
- Develop specific, actionable key results that measure their progress against said objectives.
- Set up an effective communication structure between customer and Customer Success team, organizing a regularly scheduled review of progress and successes.
Tactical Considerations
Consider these tactics and strategic initiatives your customer may be planning:
- Cost-effectiveness. Enterprises appreciate cost-efficient software solutions which offer ROI and measurable reduction in labor costs.
- Simplicity. Businesses demand ease of use and time-saving software infrastructure.
- Scalability. Enterprises want solutions that are scalable across their company. They need to ensure their software can handle growing customer bases.
- Integration. Organizations have existing technology in place and they need enterprise solutions with an adaptable API.
- Security. In the healthcare industry, software solutions need to offer comprehensive levels of safety.
Building Rapport
Suggestions for an effective first call and any future calls:
- Do some initial research on the customer and their industry, and the problems they are currently facing.
- Set an agenda for the call and introduce yourself and your role.
- Discuss how you can help them increase visibility and collaboration within the organization, and also suggest ways they can get the most from the SaaS product.
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The content in this report was generated by ChatGPT. Recommendations may occasionally include incorrect information, harmful instructions, and/or biased content.
