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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. Increase staff visibility of marketplace trends and customer feedback.
  2. Leverage technology to help drive productivity in the sales process.
  3. Automate and streamline internal processes to free up more time for customer relationship building.
  4. Invest in consistent and effective training for sales staff.
  5. Improve communication among the team with greater access and collaboration tools.
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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 technology stack to identify any potential disruption and integration options available
  2. Increase training and education opportunities within Sales deptartment on how to effectively utilize the software in their workflow
  3. Create actionable tasks within the software that optimize timekeeping, task delegation, and promotion of collaboration
  4. Timely and accurate self-service to support increased visibility and tracking of goals
  5. Set and review Key Performance Indicators that accurately measure the impact of improved workflow
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Tactical Considerations

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

  1. Engaging customers in an efficient manner that allows for balancing between providing personalized service and achieving scalability.
  2. Ensuring data privacy and data security protection of customer’s data.
  3. Improving customer experience engagement and retention.
  4. Analyzing customer churn and developing strategies to prevent it.
  5. Designing tailored services, products, and solutions catering to customer requirements.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research and become familiar with the customer's organization, needs and industry.
  2. Ask questions on the call about their current situation and processes.
  3. Be open and honest about your own experiences and insights so the customer feels supported and that you are collaborative in the process.

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