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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. Prioritize onboarding processes to ensure all stakeholders are aware of the software operations and processes.
  2. Identify and acknowledge any challenges the organization is currently facing and implement a plan to address these.
  3. Develop and maintain a detailed individual and team progress tracking system to track utilization of the software.
  4. Assist customers in implementing best practices from a customer engagement perspective.
  5. Provide ongoing training and customer support to ensure customer satisfaction.
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Objectives & Key Results

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

  1. Identify their current pains/gaps within their organization and teamwork, understanding instances where increased productivity, collaboration, and visibility may be of benefit.
  2. Gauge customer perception and expectations regarding the successful implementation of the desired increase in productivity, collaboration, and visibility.
  3. Create realistic objectives, establishing a timeline and resources for the successful achievement of customer goals.
  4. Develop specific, actionable key results that measure their progress against said objectives.
  5. Set up an effective communication structure between customer and Customer Success team, organizing a regularly scheduled review of progress and successes.
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Tactical Considerations

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

  1. Cost-effectiveness. Enterprises appreciate cost-efficient software solutions which offer ROI and measurable reduction in labor costs.
  2. Simplicity. Businesses demand ease of use and time-saving software infrastructure.
  3. Scalability. Enterprises want solutions that are scalable across their company. They need to ensure their software can handle growing customer bases.
  4. Integration. Organizations have existing technology in place and they need enterprise solutions with an adaptable API.
  5. Security. In the healthcare industry, software solutions need to offer comprehensive levels of safety.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do some initial research on the customer and their industry, and the problems they are currently facing.
  2. Set an agenda for the call and introduce yourself and your role.
  3. 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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