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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. Focus on how the software can help them save time on mundane tasks and increase productivity to allow for more innovative results.
  2. Help them identify software features that can be used to increase collaboration across teams, alleviate bottlenecks in workflow, and facilitate more dynamic, creative projects.
  3. Showcase features that can help them increase visibility in the organization, ensuring no work is missed and all progress is tracked.
  4. Suggest ways to leverage the software to maximize efficiency, reduce resource costs, and increase revenue.
  5. Provide education and training on the software, to ensure users are comfortable and effective with the product.
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Objectives & Key Results

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

  1. Identify pain points within the product department and create solutions to enhance productivity and collaboration.
  2. Research and recommend ways that will enable increased visibility when developing B2C capabilities.
  3. Develop a comprehensive strategy for improving customer experience.
  4. Establish and track key performance indicators to measure progress.
  5. Provide counsel on how to proactively manage issues that might arise throughout the process.
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Tactical Considerations

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

  1. Driving a strategic alignment between product management and other business departments, such as Marketing, Sales, Logistics, and Customer Support.
  2. Improving product development agility.
  3. Instilling a customer-focused culture, as well as an emphasis on data-driven decisions.
  4. Leveraging technology to streamline processes, increase efficiency and reduce operational costs, with an eye towards improving scalability.
  5. Enhancing collaboration between employees, teams, customers, partners, and vendors for maximum productivity.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take the time to familiarize yourself with the company’s product department – this will help you understand their goals and needs more deeply.
  2. Engage in active listening during the call – ensure that you are really listening and processing what they have to say.
  3. Build a foundation of mutual respect – be open and honest about your expectations and objectives.

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