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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.

Right arrow iconPriorities & Pain Points
Right arrow iconObjective & Key Results
Right arrow iconTactical Considerations
Right arrow iconBuilding Rapport
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Pain Points & Priorities

Based on your inputs, these are pain points your customer may be experiencing:

  1. Help the customer get up and running as quickly as possible, either by setting up their accounts and portals or automating processes that can save time and effort
  2. Train the customer and equip them with useful resources such as guides, tutorials, and case studies that are relevant to the retail industry
  3. Understand their organizational structure and how employees interact with each other to increase productivity, collaboration, and visibility
  4. Identify barriers to the customer's goals and look for creative solutions that make the coordination and communication process more efficient
  5. Encourage the customer on where to focus their efforts and what success metrics to track in order to optimize performance
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Objectives & Key Results

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

  1. Understand the challenges they are facing and discover areas of potential improvement specific to the team, company, or the industry as a whole.
  2. Create customized onboarding plans that give strategies and best practices for improving their current processes.
  3. Utilize customer onboarding tools to ensure they grasp the full capabilities of the product.
  4. Establish a regular check-in cadence that ensures improvements are being made and provides guidance to continue to make progress.
  5. Engage senior leadership on a regular basis to review and report on key results.
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Tactical Considerations

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

  1. Updating their organizational structures and processes to ensure their time and resources are being effectively utilized for maximum results.
  2. Creating an optimal customer experience that engages their audience and strengthens loyalty.
  3. Strengthening their presence in the markets they serve, using creative digital communication campaigns.
  4. Maintaining an evergreen platform on the latest trends and developments in their sector, and making sure their products are up to date.
  5. Modernizing their Information Technology systems, and securely using available data to drive decisions.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your research: Prior to the call, review the customer's website to learn a bit more about their services and products. Additionally, during the call make sure to demonstrate your knowledge about what they do. This shows them that you care about understanding their business.
  2. Take an interest in their success: During the call, be sure to ask questions that delve into their current goals and objectives. Ask how you can help them to reach these objectives and exceed their expectations.
  3. Be an advocate for the customer: Make sure to anticipate any potential problems that may arise and suggest solutions that can help them to overcome them.

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