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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. Implementing processes to ensure customer onboarding is successful and identifying the customer journey.
  2. Understanding how their business objectives are supported by the software features and integrations.
  3. Providing data-driven insights to increase user adoption or customer retention.
  4. Ensuring that customer inquiries are answered throughout the customer lifecycle.
  5. Monitoring customer success metrics to anticipate customer needs and identify potential issues.
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Objectives & Key Results

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

  1. Explore customer pain points that can be addressed with our product to identify key areas that can be improved.
  2. Outline customer success goals that seek to improve customer satisfaction and usage of the product.
  3. Demonstrate a deep understanding of customer business objectives, and how our product could help them achieve them more effectively.
  4. Compare their current processes with our solutions to identify efficiency gains and cost savings.
  5. Provide an overview of our product's features to communicate how our product fits into the customer's business.
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Tactical Considerations

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

  1. Organization of data for insights and decision-making.
  2. Automation of processes to reduce customer effort.
  3. Deliverability of sales and marketing assets in a timely manner.
  4. Integrations between existing software tools and the new CRM software.
  5. Scalable operations to manage customer growth.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take the time to do some research and read up about the customer's company. Have a general understanding of the company history, goals, objectives, and values. Show the customer that you have done your due diligence by doing this research.
  2. Prior to the call, create an agenda with the areas that you would like to discuss with your customer. By providing an agenda in advance, you can ensure that both parties are aligned on what specific topics will be discussed and ensure efficient use of limited time.
  3. Start the call with a friendly, professional introduction. Be sure to introduce yourself, your role in their company, and the purpose of the call. This will help set the tone for an open and collaborative conversation.

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