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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. Understanding the types of features the company is looking for and what value they bring to the business.
  2. Identifying the gaps in their current tech stack and what integrations are required.
  3. Defining the specific features needed by different departments and roles.
  4. Improving internal collaboration and visibility across teams.
  5. Optimizing communication and data sharing between different systems and users.
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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 existing level of comfort and proficiency with technology and identify areas where additional training or guidance would be beneficial.
  2. Analyze their business operations, processes, and legacy systems and recommend strategies to maximize efficiency.
  3. Research and identify the latest trends and best practices in their particular industry, as well as competition insights.
  4. Identify areas/opportunities to strengthen customer engagement with their product, leveraging our technology to enhance their use or experience.
  5. Evaluate customer's data practices and recommend actionable steps to improve security, compliance, and agility.
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Tactical Considerations

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

  1. Implementing effective cost-saving strategies across departments
  2. Scaling the usage of the software platform to meet changing needs
  3. Improving customer onboarding and onboarding processes
  4. Increasing collaboration and communication among teams
  5. Optimizing digital workflow and automation processes
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Be sure to do some research on their industry and their organization prior to our first call.
  2. Emphasize that my role as their Customer Success Manager is to serve as their advocate and help them get the most out of our solution.
  3. Share my experience as a customer success manager at a similar type of organization.

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