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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. Focus on streamlining their onboarding process. Ensure they have adequate access to resources and training materials as soon as possible, to allow them to become comfortable in using the product.
  2. Help them prioritize their various projects and tasks in order to get the most out of their use of your product as quickly as possible.
  3. Identify opportunities for automating processes using your product. This can save time and money and increase efficiency.
  4. Look for opportunities to customize the product to fit their needs better. Consider how they can use the product to make difficult tasks easier to complete.
  5. Encourage them to collect feedback from their teams on what features, tools and functions they find most helpful, so you can ensure you are providing the most value.
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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 operations and processes, and suggest areas where the SaaS could help improve productivity, efficiency, and customer satisfaction.
  2. Determine the key pain points the customer has with their current processes and how the SaaS product can offer solutions.
  3. Assess the customer’s short term and long term goals and objectives, and recommend SaaS features to support them.
  4. Develop key performance indicators (KPIs) for the customer to measure the impact of SaaS product usage and outcomes.
  5. Provide suggestions and resources for ongoing customer success and on-boarding initiatives.
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Tactical Considerations

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

  1. Ensuring the implementation process runs efficiently and quickly
  2. Elevating customer satisfaction, retention and loyalty
  3. Effectively troubleshooting customer issues and queries
  4. Achieving functionality on all mobile devices and platforms
  5. Ensuring the mobile app meets all the customer’s requirements
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Find out more about my customer's business goals and objectives, then ask questions that demonstrate my interest in helping them meet those goals.
  2. Discuss potential areas of synergy between my customer's goals and B2B SaaS company's services in order to create mutual value.
  3. Make sure to set up opportunities to have open conversations in our future interactions.

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