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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. Automate tedious/repetitve tasks to allow managers to focus on higher priority initiatives.
  2. Improve communication across teams and departments to ensure knowledge is shared and expectations are aligned.
  3. Establish efficient monitoring and tracking processes to assess performance and address any concerns quickly and effectively.
  4. Facilitate collaboration between customers and internal departments to build a better understanding of customer needs.
  5. Create visibility into customer experiences to reduce uncertainty when making decisions and optimize processes.
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Objectives & Key Results

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

  1. Understand customer pain points and develop strategies to address them
  2. Identify existing processes to optimize customer experience
  3. Develop innovative solutions to increase customer productivity
  4. Suggest ways to improve customer collaboration internally and with external partners
  5. Focus on increasing customer visibility to exemplary products and services
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Tactical Considerations

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

  1. Improving collaboration to ensure efficient internal communication - this includes communication with remote and on-site employees, as well as cross-departmentally.
  2. Identifying and implementing solutions to automate processes - this could include automating workflows, collecting and parsing data, and streamlining reporting.
  3. Increasing engagement for both internal employees and external customers - this could include training & onboarding solutions, customer feedback mechanisms, and upsell or cross-sell strategies.
  4. Educating new and existing users on the purpose of products and services - this includes providing clear user experience guidance and detailed technical documentation.
  5. Developing strategies to ensure product or service adoption among target audiences - this includes utilizing multi-channel marketing, identifying customer touch points, and assessing customer satisfaction.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take time to introduce yourself and get to know the prospect; ask about their role within the company and how long they have been in that role.
  2. Discuss the company’s current pain points and the challenges they face that your product could solve.
  3. Review how the product has been beneficial for other companies in the same industry in the past.

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