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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. Assist in highlighting any automation opportunities to make processes more efficient.
  2. Help ensure they are receiving maximum value from our product, including guidance associated with setting up or changing any particular configurations.
  3. Coach them on how to use the product to ensure optimal collaboration both internally and externally.
  4. Provide resources to assist in troubleshooting and overcoming any challenges with product adoption.
  5. Address any customer pain points with customized solutions powered by our product.
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Objectives & Key Results

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

  1. Discover the main problems the product team is facing and understand how the product is currently being developed and managed.
  2. Identify areas where our product could help increase team productivity and collaboration.
  3. Understand how our product can help measure KPIs and provide visibility to the organization.
  4. Help build a timeline and be sure to set expectations for the implementation of the product.
  5. Make sure I have a complete understanding of our customer's objectives and potential key results.
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Tactical Considerations

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

  1. Ensuring the product meets customer needs and preferences in an efficient manner.
  2. Navigating changes in the competitive landscape.
  3. Keeping internal stakeholders informed and aligned.
  4. Maximizing product lifecycle profitability.
  5. Addressing resource constraints to somehow support product initiatives.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Dedicate a few minutes at the start of the call to get to know the customer. Ask them about their background, what brings them into this software, and what challenges they have been facing. This will help build a foundation of mutual understanding.
  2. Be sure to specifically address how your product solves the customer's specific challenges. Show your product's value and understand what their expectations are for success.
  3. Show genuine interest in their success and ask questions about their goals and the timeline to achieve them. This conveys your commitment to their success and builds rapport.

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