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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. Maintain and Enhance Product Quality: Product quality is a priority for most B2C mindsets when it comes to product development. This could include maintaining existing product performance and stability, creating product upgrades, developing new features, and protecting against customer complaints.
  2. Timely Project Delivery: When it comes to delivering projects in the hospitality space, deadlines are crucial. Solutions that help with automating processes, better team coordination, and streamlined workflows to push out projects quickly will be highly coveted.
  3. Customer Relationships and Retention: The hospitality industry hinges on customer experience and loyalty, so the ability to develop and maintain positive customer relationships and build a loyal customer base is top priority.
  4. Resource Optimization: Managing resources can often be a tricky task, so solutions that can help streamline resource management for improved efficiency and accuracy will be appealing.
  5. Improving Brand Visibility: Enhancing brand visibility by leveraging marketing and advertising solutions, including modern tools like social media will be of interest to help reach potential customers.
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Objectives & Key Results

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

  1. Gain a better understanding of the customer's current processes—what is working and what isn't—and how the SaaS product can help improve productivity.
  2. Identify the Customer's most pressing needs and identify how the SaaS can best help them tackle those needs.
  3. Understand the customer’s current budget and outline any potential cost optimization opportunities.
  4. Agree on key performance indicators and other measurable objectives to track progress.
  5. Discuss strategies and best practices for onboarding of new users and adoption of new features.
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Tactical Considerations

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

  1. Managing high-volume orders with accuracy and efficiency
  2. Leveraging technology to ensure seamless customer experiences
  3. Adhering to the local government regulations regarding food and beverage
  4. Maximizing revenue and profitability
  5. Staying aware of customer trends and preferences
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do some research on the company, its industry, and its competitors. Understanding their business context will help me better understand their needs.
  2. Get to know the customer by reviewing their website and social media profiles. Showing genuine interest in their company activities will help build rapport.
  3. Gather relevant questions to ask the customer. This will ensure our call is more productive and our follow up emails are more personal.

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