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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. Identifying ways to streamline communication and processes within their teams.
  2. Improving customer retention rates and understanding customer lifetime value.
  3. Utilizing data and insights to drive valuable customer experiences.
  4. Creating effective ways to target customers and collecting feedback.
  5. Eficiently managing marketing campaigns and tracking metrics and ROI.
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Objectives & Key Results

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

  1. Increase visibility into marketing initiatives to capture opportunities to improve performance.
  2. Streamline customer onboarding processes for improved customer experience.
  3. Identify areas where customer engagement can be automated for improved efficiency.
  4. Manage customer account data to ensure accuracy and timeliness of order information.
  5. Develop marketing initiatives to increase customer acquisition and retention.
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Tactical Considerations

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

  1. Finding ways to increase customer satisfaction and loyalty.
  2. Reducing marketing/sales costs while increasing revenue.
  3. Creating materials that drive engagement internally.
  4. Enhancing customer data capture across channels.
  5. Developing strategies to reduce customer churn.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your research ahead of the call. Gather as much data as you can about the customer's current processes and how their teams are using your product. For example, what have they implemented already? What challenges and successes have they encountered? This will show the customer that you're prepared and have taken the time to know their business.
  2. Prioritize customer service. Take time to get acquainted with the customer's goals and objectives and strive to build a positive relationship. Let the customer know that you’re there to be a resource and offer helpful communication.
  3. Translate the customer’s needs to the product. Listen and observe closely to the customer’s needs and highlight ways that your product can address their challenges or questions. Offer samples of how other customers have used the product to benefit their business.

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