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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. Threading collaboration and communication across multiple departments and teams.
  2. Enforcing processes and governance to ensure consistent, documented outcomes.
  3. Gaining visibility into resources and workloads to properly recognize and allocate resources.
  4. Monitoring overall progress against goals and objectives.
  5. Improving customer service and support as needed.
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Objectives & Key Results

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

  1. Establish trust through transparency and communication with the customer, and ensure customer is aware of what to expect from the relationship.
  2. Clearly establish customer's goals and objectives and create a timeline to develop key results.
  3. Identify areas of improvement in customer's current systems and processes.
  4. Develop strategies to ensure customer's success with the software, such as on-boarding, training, and customer support.
  5. Develop a plan to ensure customer's long-term success through product updates, usage/engagement tracking, and advanced feature usage.
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Tactical Considerations

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

  1. Streamlining processes, making sure systems are efficient and up-to-date.
  2. Ensuring users understand how to use the product appropriately and how to maximize its potential.
  3. Improving communication between the organization's members in order to increase productivity.
  4. Keeping clients up to date on the new features available with the product.
  5. Engagement with customers to proactively identify areas for improvement.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Make an effort to get to know the customer you're speaking with. Ask a few general questions to build rapport and create a sense of trust between you and your customer.
  2. Recognize the customer’s industry and understand the challenges they face. Explain how you can help them solve said challenges.
  3. Explain why you’re the right partner to help them succeed and list a few ways you’ve helped other similar customers in their industry.

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