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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. A need for streamlined project management to manage deadlines and multiple stakeholders.
  2. Clearly defined roles and responsibilities to ensure projects stay on track.
  3. A need for transparency throughout the organization to give everyone visibility into the project's progress.
  4. A way to easily find and access relevant documents and resources related to the project.
  5. A way to collaborate with remote teams to ensure everyone has access to project updates in a timely manner.
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Objectives & Key Results

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

  1. Gather a comprehensive understanding of the customer's organizational structure, features of their current product, and current needs.
  2. Develop a plan to increase collaboration and products visibility through leveraging our platform features.
  3. Review the customer's team goals and objectives and determine how our product can help them become more efficient.
  4. Provide advice on optimizing product features to increase overall customer productivity.
  5. Establish customer relationships with key stakeholders to ensure successful product utilization.
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Tactical Considerations

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

  1. Tactically, my customer likely—on a daily basis—faces the need to identify the highest priority tasks, allocate resources across departments, and take a long-term view on their product roadmap.
  2. Strategically, the customer likely needs to identify solutions and trends that may impact their success, assess different markets for opportunities or risks, and use ultimately use data and insights to inform their decision-making.
  3. Tactically, the customer may need to collaborate closely with other departments and staff, along with dealing with stakeholders and external vendors.
  4. Strategically, the customer may need to create a unified product vision, understand their competitors’ strengths and weaknesses, and evaluate emerging technologies.
  5. Tactically, the customer may need to make sure their product is compliant and up-to-date with regulatory standards, assess customer feedback and adapt to customer needs, and remain organized and efficient in the day-to-day operations.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company and learn about their unique industry and products. By researching their website, blog posts, and other resources, you will be able to craft questions that demonstrate your knowledge and interest in their organization.
  2. Connect with them on social media and interact with their content. Follow them on Twitter or LinkedIn, like posts, and comment on content shared by the VP and their team members. Showcase your industry expertise.
  3. Reach out to the VP and their team before your call to make a personal connection. Introduce yourself as their Customer Success Manager and explain the value you can bring. Offer your assistance and understanding of any current challenges they may have.

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