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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. Helping the organization develop a comprehensive strategy for streamlining operations and maximizing resource efficiency.
  2. Providing actionable insights and helping the team improve on-boarding processes and customer experience.
  3. Assisting with the build out of an effective customer lifecycle process.
  4. Help identify value added solutions for specific use cases.
  5. Provide access to resources and training to ensure the team is up-to-date with technology.
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Objectives & Key Results

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

  1. Assist the customer in outlining their current processes and identifying areas of improvement.
  2. Develop a customized approach to customer onboarding and implementation.
  3. Identify any potential roadblocks or challenges to successful onboarding.
  4. Develop a plan to maximize customer usage of our software, ensuring customer success.
  5. Create key performance indicators (KPIs) that measure the customer’s success.
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Tactical Considerations

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

  1. Tactically, the customer likely needs to ensure that their customer relationship management software is functioning optimally within their organization, and that it is integrated correctly with other software and processes they use.
  2. Tactically, they may need help with design and development of customer service modules that support customer experience.
  3. Tactically, they may need help with user-friendly product functionality updates to better serve customer needs.
  4. Strategically, the customer may need help setting up analytics and performance tracking to measure success and optimize their customer relationship management software.
  5. Strategically, they may need help creating a framework for successful customer onboarding and retention.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer's history, values, and current products to establish common ground before the call.
  2. Engage in small talk at the beginning of the call to create a friendly atmosphere.
  3. Frame the conversation around the customer's pain points and success metrics as they relate to their organization.

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