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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.

Right arrow iconPriorities & Pain Points
Right arrow iconObjective & Key Results
Right arrow iconTactical Considerations
Right arrow iconBuilding Rapport
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Pain Points & Priorities

Based on your inputs, these are pain points your customer may be experiencing:

  1. Improved visibility, transparency, and accountability, especially across departments
  2. Streamlined processes and procedures to increase organizational efficiency
  3. Increased collaboration and communication between teams and colleagues
  4. Utilization of available technology and systems to increase overall productivity
  5. Capability to measure the success of initiatives and campaigns
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Objectives & Key Results

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

  1. Identifying what the customer's primary goals and objectives are for using the software.
  2. Researching what features of the software would best support these objectives.
  3. Clarifying how the customer plans to measure success with the software.
  4. Delivering insight to the customer on additional features of the software that could benefit them.
  5. Exploring any potential challenges the customer may face in utilizing the software that should be addressed.
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Tactical Considerations

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

  1. Reaching out to different state departments and agencies and building relationships through networking, cold-calling, etc.
  2. Meeting deadlines and maintaining alignment with their business objectives.
  3. Identifying and pursuing new business opportunities and expanding their client base.
  4. Navigating the challenges of navigating government procurement processes.
  5. Ensuring effective communication and collaboration across multiple departments.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer’s organization, the industry, and its market trends to gain knowledge about the customer’s context and how their needs may have evolved since their purchase.
  2. Assess potential goals the customer may have related to the implementation of our product and how it could help meet customer objectives.
  3. Listen to the customer’s needs and goals to get an understanding of their outlook on the success of our product.

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