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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. Collaboration: It is likely that the customer has issues with communicating effectively with colleagues in multiple departments. There might be a common problem of inefficient information sharing, resulting in a lack of visibility when it comes to project management.
  2. Productivity: Given the customer is likely dealing with limited resources, it is important that activities are managed in a time-efficient manner. Highlighting solutions that can help with automating tedious and repetitive tasks could be a solution.
  3. Analytics: An important part to improving efficiency in a Sales/Business Development department is to understand current and past performance of relevant metrics. A customer would appreciate solutions that provide detailed and habit reports.
  4. Data Security: Data security can be a concern for digital assets when dealing with online purchases and transactions. Solutions with extra layers of privacy protection can give the customer assurance and peace of mind.
  5. Customer Service: Although the customer is a B2B company, they still need to satisfy their clients. Providing a solution that supports quick customer service communication, such as automating follow-up emails or integrating a CRM, could be beneficial.
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Objectives & Key Results

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

  1. Objective: Understand target customer and identify current areas of collaboration inefficiencies and visibility gaps. Key Result: Develop comprehensive report of customer's collaboration needs and areas of inefficiency.
  2. Objective: Develop customized strategies for improving customer's visibility and collaboration. Key Result: Draft and present solutions for improving customer's workflow.
  3. Objective: Increase customer's engagement with the product. Key Result: Achieve 95% overall customer engagement during each monthly call.
  4. Objective: Shorten customer onboarding and training time. Key Result: Establish onboarding success criteria within 2 weeks of the customer joining.
  5. Objective: Demonstrate measurable customer success. Key Result: Measure and demonstrate increased customer productivity within the first 6 months.
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Tactical Considerations

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

  1. Monetary cost savings across all aspects of the business (software, labor, equipment, etc.)
  2. Optimizing team productivity and collaboration between departments
  3. Increased end-user satisfaction through product/service delivery and customer service
  4. Improved organizational visibility and access to customer feedback, insights, and analytics
  5. Continuous learning and adaptation processes incorporated into the everyday workflow.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company and their industry-specific challenges. Learning as much industry-specific information as possible can help in better understanding the customer’s needs and help start the rapport in a professional yet friendly manner.
  2. Be prepared to show insights and possible solutions that you have specifically tailored for the customer’s industry and their unique challenges.
  3. Come to the call ready to listen. Be attentive to the customer’s needs and present yourself in a helpful and sincere manner at all times.

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