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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. Workflow optimization – create clear standards and processes for managing tasks and organizing information in an efficient fashion
  2. Data / analytics tracking – understand which strategies and efforts are resulting in successful outcomes for the customer
  3. Collaboration tools – ensure that teams are properly utilizing tools within and outside of the organization to effectively collaborate on projects
  4. Content production – set a clear plan for content production and distribution to ensure the customer’s message reaches the right audiences
  5. Departmental prioritization – understand the goals of each department to ensure they are all working together to meet the customer’s overall objectives
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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 process and workflow - what challenges and/or pain points are they facing with their current setup?
  2. Explore how our solution can increase team's productivity and enhance collaboration amongst employees.
  3. Discuss how our solution can provide visibility into key success metrics & KPIs.
  4. Identify ways to increase customer engagement with their B2B & B2C audiences.
  5. Explore potential cross-functional opportunities to maximize the customer's ability to utilize our solution.
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Tactical Considerations

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

  1. Having an effective system in place for tracking student engagement and managing communications with prospective students.
  2. Creating marketing strategies that drive optimal enrollment and retention.
  3. Being able to easily disseminate course information and updates in a timely manner.
  4. Managing complex data sets such as student records, financial information, budgeting, and cost control.
  5. Accessing and aggregating data across departments and platforms to create actionable insights and reports.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Conduct some initial research on my customer's current organization, challenges, and goals they are trying to achieve.
  2. Develop an agenda and ask probing questions to gain further insight into my customer’s needs on the call.
  3. Establish a trusting and friendly rapport with my customer by breaking the ice and being personable.

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