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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. Insufficient resources or personnel to achieve sales objectives
  2. Lack of visibility and visibility into sales metrics
  3. Need for improvement in customer service and satisfaction
  4. Lack of tools to gather customer insights
  5. Difficulties in collecting and maintaining CRM data
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Objectives & Key Results

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

  1. Understand their objectives for increased product and customer longevity.
  2. Gather details and metrics of their current processes for Customer Success and review opportunities for improvement.
  3. Assess and discuss how collaborative processes can be fostered for all departments within their organization.
  4. Formulate solutions to increase visibility and communication with stakeholders.
  5. Establish objectives and key results that would measure success and effectiveness of the collaboration.
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Tactical Considerations

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

  1. Managing a workflow process for constantly changing customer requirements
  2. Maximizing the use of software to streamline operations
  3. Extending the team’s reach to many untapped markets
  4. Improving customer relations and satisfaction
  5. Keeping up with the pace of an ever-evolving market
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the industry as a whole and find current trends, hot topics, and other relevant data that may help me to add value to the conversation.
  2. Ask open questions to get a better sense of the customer’s needs and how our solutions can help. Show that I am a good listener and interested in understanding their challenges.
  3. Share relevant success stories of customers similar to this one that have successfully increased productivity, collaboration, and visibility. This will make the customer feel assured that our product can deliver what they need.

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