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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. Ensure user adoption and engagement - make sure that all users are clear on product goals and objectives, and that proper training is provided to help them understand how to use and interact with the product.
  2. Manage user expectations - set clear expectations on the timeline and any feature requests or changes during the implementation process.
  3. Develop customer-specific process flowoptimization - make sure the product is tailored to the customer’s needs by developing solutions that both improves efficiency of their process and provides ongoing value to the customer.
  4. Optimize customer journey tracking- create an account management plan and feedback system to ensure customers are receiving the best possible experiences when interacting with the product.
  5. Upskill staff to be more productive - offer periodic product education and tutorial sessions to help staff become more familiar and confident with using the product.
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Objectives & Key Results

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

  1. Understand the customer organization, their goals, objectives, and the vision they have for using our product.
  2. Highlight key features of the product that could benefit the customer, and help them maximize the value they gain from using the product.
  3. Identify pain points and areas of improvement that could be addressed by using the product.
  4. Identify influencing stakeholders and build relationships with them.
  5. Review customer success goals, objectives, and key results (OKRs) and ensure our product can help them reach those goals.
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Tactical Considerations

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

  1. Making sure their software solutions are efficient and keep up with changes in the industry.
  2. Ensuring their customer implement small to medium scale software updates on time and as planned.
  3. Maintaining compliance with government laws and regulations.
  4. Managing their large development and customer success teams.
  5. Correctly allocating budget resources for product improvement initiatives.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company and the individual to understand their role in the company and what their expectations might be.
  2. Make sure to explain what values the company can bring to the customer before focusing on the product.
  3. Start the conversation by asking questions to understand their challenges and goals.

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