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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. Increased user adoption of the product: Customers often need support to ensure their employees are using the product properly. Identifying the areas of their organization that need specialized training or additional onboarding tools can help smooth the transition.
  2. User onboarding efficiencies: Many customers need help to streamline their onboarding process. Suggesting ways to create standard workflows, or optimizations to existing processes, which ultimately increase user satisfaction can be beneficial.
  3. Data security and compliance: Organizations within the media and internet industry typically need to comply with regulations surrounding user data. Offering guidance on best practices for data security, focusing on continual review and process improvement, to keep the customer up to date with the changing landscape.
  4. Boosting collaboration: Suggest viable solutions to customers to improve collaboration between business units, promote knowledge sharing in the organization, and stimulate creative problem solving. Streamlining communication between teams can help to achieve these objectives.
  5. Finding the most effective tools: Many organizations prefer to use existing tools to supplement the use of the product. Utilizing software integrations or suggesting new IT tools that could reduce the time required to complete tasks, can be an effective way of boosting efficiency.
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Objectives & Key Results

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

  1. Understand the customer's experiences, strengths and needs with regard to the B2B SaaS product - what's currently working, what isn't, and what could be improved.
  2. Analyze the customer's current usage of the SaaS product and develop ways to maximize utilization.
  3. Identify opportunities to increase customer collaboration and cross-organizational visibility.
  4. Develop a strategy to increase the customer's overall productivity and results.
  5. Determine customer's objectives and key results for using the B2B SaaS product.
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Tactical Considerations

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

  1. Ensuring stakeholders are satisfied with the new implementation and that the expectations are met.
  2. Managing internal and external resources for the successful implementation of the project.
  3. Resolving implementation conflicts quickly and efficiently.
  4. Analyzing the current utilization of the tool to identify areas of improvement.
  5. Developing a training program to ensure that customer staff is proficient in using the new solution.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Conduct some research about their company, industry, and the department they work in. Familiarize yourself with their team and recent initiatives.
  2. Ask thoughtful, open-ended questions to understand their value proposition, desired outcomes, and goals.
  3. Listen to and acknowledge their insights, ideas, and pain points; offer to create actionable solutions to address challenges.

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