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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 and procedures to ensure alignment between the sales and finance departments
  2. Increasing visibility into the real-time financial status of the organization
  3. Developing a better understanding of how customer needs are changing over time
  4. Improving internal communication so that everyone is pressed with the same information
  5. Creating a workflow to automate manual tasks and increase productivity/efficiency
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Objectives & Key Results

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

  1. Identify and understand any points of friction when managing customer data across multiple systems
  2. Highlight opportunities for increased data visibility and accessibility to ensure key decision makers have the most accurate customer information available
  3. Look for ways to reduce manual processes and increase efficiency
  4. Improve collaboration across departments, giving everyone an equal platform to present and share ideas
  5. Identify potential features or integrations that may make customer outreach and engagement more seamless
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Tactical Considerations

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

  1. Strategically, they are dealing with tough competition and a need to stay on top of industry trends.
  2. Tactically, they face challenges in expanding their customer base, reaching goals, and generating a healthy return on investment.
  3. They may need assistance with tracking success metrics such as customer growth and sales performance.
  4. They require software solutions to automate processes, store data securely, and increase the speed of key processes.
  5. They may need assistance with capturing customer feedback and using that to drive product and service improvements.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take the time to learn about my customer’s business model and industry. Demonstrate that I have done my homework by asking thoughtful questions that I might not be able to answer on my own.
  2. Be friendly and professional – I can start by introducing myself and my role at the company, explaining what we do and how we can help.
  3. Listen and engage with my customer – I should make sure to keep my customer at the forefront, giving him or her plenty of time to talk and provide input.

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