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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. Streamline communication and collaboration throughout the product department, providing an easy and intuitive way to communicate and share documents.
  2. Organize product assets in a centralized proofing and version control system.
  3. Maintain visibility into the product development process by utilizing reporting and analytics tools.
  4. Improve team productivity and performance by tracking and reporting project progress.
  5. Identify areas of improvement and develop solutions to reduce wasted resources.
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Objectives & Key Results

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

  1. Establish customer expectations and goals for onboarding process.
  2. Analyze the customer's current systems, tools, processes for collaboration and visibility
  3. Determine the types of data and features that the customer wants to be able to track.
  4. Identify which of these customer needs the SaaS offering can specifically provide.
  5. Define key metrics of success and develop an actionable plan to increase visibility and productivity.
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Tactical Considerations

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

  1. Tactical Considerations:
    1. Increasing their net gain in customer acquisition;
    2. Ensuring customer satisfaction with the products and services they offer;
    3. Controlling production costs to maximize profits;
    4. Maintaining safety and security protocols;
    5. Adhering to regulations and industry standards.
  2. Strategic Considerations:
    1. Developing a strong, competitive brand;
    2. Expanding product portfolio to capture new segments;
    3. Exploring opportunities for innovation;
    4. Maximizing efficiency across all internal departments;
    5. Building agile business processes that can evolve with the industry.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take the time to understand the internal workings of their organization. This could include understanding their goals, their team structure, any challenges they have faced, and what success looks like for them.
  2. Conduct research to understand their market and the competitive landscape. This will allow me to show a thorough understanding of the customer before our conversation.
  3. Listen to and ask questions. This will demonstrate respect for the customer, will drive a meaningful conversation, and will help me to get to the heart of what the customer needs from me.

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