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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. Developing a better understanding of customer behavior and usage of the Security Products and Services
  2. Increasing the visibility of customer data and feedback to deliver better customer experiences
  3. Enhancing collaboration between departments to make better assumption-based decisions
  4. Identifying new opportunities to leverage technology to automate, streamline, and optimize workflow
  5. Improving efficiency and scalability of processes and operations
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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 pain-points.
  2. Create a tailored customer success plan that addresses their specific needs.
  3. Set up key performance indicators (KPIs) to track improvement metrics.
  4. Identify short-term wins with quick implementations.
  5. Map out longer-term strategies and roll-out plans.
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Tactical Considerations

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

  1. Ensuring that customer teams have access to the tools and resources needed to be successful
  2. Aligning customer team’s goals with the company’s strategic objectives
  3. Developing customer-focused strategies to increase success and productivity
  4. Analyzing customer journey across multiple teams and departments
  5. Advocating customer needs and ensuring the best possible user experience
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Start the call by expressing your excitement and enthusiasm for the relationship. Be sure to thank them for taking the time to speak with you and express that you look forward to learning about their business and exploring possibilities.
  2. Find out as much as you can about their organization, objectives, operations, timeline and cultural environment so that you can better understand their needs.
  3. Be sure to be personable during the call and ask questions to demonstrate your interest and investment in them as your customer.

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