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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. Data privacy and security – quickly understanding their data management policies and processes to ensure our solutions meet demands
  2. Organizational visibility – providing resources which allow their team to easily collaborate and stay abreast of their team’s progress
  3. Workplace agility – helping them to identify and use the right technology to move their projects forward and maximize their efficiency
  4. Time management – aiding them to use their time and attention to most effectively meet their deadlines
  5. Clear communication – ensuring they have the right tools in place to stay connected and share the right information with the right people
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Objectives & Key Results

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

  1. Gain insights into the customer’s organization by understanding the current workflow and process - Objectives: Identify process inefficiencies; Key Results: Identify areas of automation and improvement.
  2. Understand customer’s performance targets - Objectives: Uncover current performance targets; Key Results: Discuss relevant performance metrics.
  3. Enhance product education - Objectives: Identify any product ignorance; Key Results: Provide updated product knowledge and understand customer needs.
  4. Foster improved collaboration across departments - Objectives: Understand collaborative environment; Key Results: Identify ways to increase communication and performance.
  5. Increase visibility within organization - Objectives: Learn visibility requirements; Key Results: Offer User stories highlighting visibility successes.
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Tactical Considerations

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

  1. Tactically, they need to manage customer reservations, enabling staff to quickly and accurately seat customers and manage waitlists.
  2. Tactically, they need to ensure effective communication between front of house and back of house staff.
  3. Tactically, they need to make sure the overall customer experience remains high quality across all their touchpoints.
  4. Strategically, they need to drive sales growth through marketing campaigns.
  5. Strategically, they need to understand the data trends that lead to strong ROI for their resources.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company and their industry vertical to understand their specific challenges and goals. Try to understand the current processes and technology they use and how the product I am representing might best serve them.
  2. Take the time to build a relationship and rapport with the contact. Ask questions about their career path, goals, and challenges. Find common ground to build our relationship on.
  3. Be familiar with the customer stories of other customers in the same industry so I can provide examples that illustrate the value my product can provide for my customer.

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