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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. Overcoming customer acquisition roadblocks due to product complexity and lack of product differentiation.
  2. Fostering customer relationship management and driving adoption of new features.
  3. Optimizing customer engagement and onboarding processes.
  4. Generating customer support that is proactive, not reactive.
  5. Benchmarking and hitting customer-focused targets.
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Objectives & Key Results

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

  1. Evaluate how they currently collaborate and communicate within their organization and measure how their current processes help or hinder productivity.
  2. Identify areas for improvement, such as recognizing timesaving opportunities with automated systems that reduce manual tasks and repetitive processes.
  3. Determine if there are software integration opportunities with existing software systems that could benefit their organization.
  4. Analyze existing visibility processes and develop recommendations for improvement. This could include implementing reporting structures with clear metrics to identify areas of success and indicators of future performance.
  5. Identify any changes in organizational structure, role definitions, or that could lead to better communication, greater productivity, and increased visibility.
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Tactical Considerations

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

  1. Having visibility into customer interactions and lead generation.
  2. Identifying the effectiveness of sales processes.
  3. Ensuring accurate and up-to-date records within the CRM.
  4. Creating and employing customer sensitization plans.
  5. Developing and implementing effective segmentation and personalization strategies.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Understand their challenges: Prior to the call, review documentation from sales and other stakeholders to get an understanding of the customer’s industry and challenges.
  2. Research and understand their business: Spending time researching the customer’s business and industry will help me understand their needs and use cases to build rapport and credibility.
  3. Listen actively: Ask open-ended questions, ensure I understand their point of view, and actively listen to their wants and needs.

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