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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. Identifying the top customer pain points and their root cause to better define priorities.
  2. Evaluating existing solutions to identify areas of improvement.
  3. Implementing company-wide methodology and best practices for product management.
  4. Translating customer feedback and insights into product feature enhancements.
  5. Defining product launch plans with strategy and appropriate resources.
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Objectives & Key Results

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

  1. Objective: Increase the visibility of the customer's products within the industry, Key Result: Increase brand mentions across multiple channels by 25%.
  2. Objective: Evaluate existing resources to create more efficient processes, Key Result: Increase productivity and reduce lost time by 30%.
  3. Objective: Improve customer interactions by providing more engaging customer experiences, Key Result: Improve NPS score by 30%.
  5. Objective: Streamline workflow across departments, Key Result: Decrease time to market for major projects by 20%.
  7. Objective: Enhance internal and external communications, Key Result: Increase the use of collaborative software by 20%.
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Tactical Considerations

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

Here are some suggestions:
  1. Showing the impact and importance of Product to their company’s overall success.
  2. Providing access to data, resources and analytics to help them become more informed about consumer trends.
  3. Providing insight into customer feedback that can help them develop better products.
  4. Improving collaboration between the product and other departments to create better solutions.
  5. Positioning the solutions as a guide to better decision-making.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take a few moments to research the customer's company in advance. This will help to become familiar with the company’s history, mission, values, and the industry in which it operates. It will also show the customer that I am sincerely interested in their organization and its needs.
  2. Make sure to come prepared with questions that have been tailored to the customer’s industry, needs, and organization size. By doing this, it will show the customer that I have taken the time to really get to know them and what they need.
  3. Have a friendly and personable attitude. Building rapport is important, so I should be sure to take an interest in the customer's current challenges and goals and the success stories of their organization. Showing genuine interest in what they have to say will help to build trust.

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