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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 their team has the latest available technology to efficiently perform their work, and that their existing systems are adequately interconnected.
  2. Promise a personalized quality assurance plan tailored to their organization’s needs and processes.
  3. Develop a plan to build trust and transparency between the customer and internal team.
  4. Reduce time wasted on manual and non-essential tasks by developing a workflow optimization solution.
  5. Create a system to ensure consistent communication between stakeholders.
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Objectives & Key Results

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

  1. Understand the customer's current processes and priorities, ask clarifying questions about what has been successful and what hasn’t within their organization.
  2. Identify and discuss their desired outcomes for increasing productivity, collaboration, and visibility within their organization.
  3. Understand how their current processes impact their customer needs, and identify areas for improvement.
  4. Acquire an understanding of their current technology stack (what software do they currently use to accomplish their everyday operations) and find out where the process gaps or redundancies are.
  5. Develop an action plan to address their needs and ensure success (e.g., setting up key milestones, tools the team can use, necessary training to transition to the new system).
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Tactical Considerations

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

  1. Balancing multiple stakeholders and negotiating internal requirements.
  2. Certifying that the product meets industry standards and customer expectations.
  3. Streamlining communication and collaborating across departments.
  4. Ensuring customer satisfaction and better user experience.
  5. Developing strategies that maximize customer value and driving product adoption.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Reach out ahead of time via email to introduce yourself and to reiterate the purpose of the call.
  2. Be ready to listen — ask them about the current processes their teams use in their product development and how they validate and prioritize them.
  3. Make sure to explain the value and benefits that your SaaS offering will bring – increased collaboration, productivity and visibility – and how you can help them to improve it.

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