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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. Easily access customer information in order to efficiently understand who their customers are, their needs, and the services they require.
  2. Ensure customer data is accurate and up to date.
  3. Connect multiple stakeholders quickly and effectively.
  4. Receive and respond to customer inquiries in a timely manner.
  5. Improve customer service by implementing feedback loops to ensure customer satisfaction.
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Objectives & Key Results

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

  1. Identify the current pain points and areas of improvement within the organization
  2. Assess the current performance metrics and KPIs
  3. Discover any past successes or challenges with the customer
  4. Create specific objectives and key results for the customer within their organization
  5. Understand the customer's preferences for communication and follow-up
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Tactical Considerations

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

  1. Making sure customer needs are consistently met and customer expectations are regularly exceeded.
  2. Increasing customer loyalty and launching new marketing initiatives to drive up customer retention/loyalty.
  3. Continuously looking for ways to innovate their services to increase customer satisfaction.
  4. Regularly evaluating customer profiles to ensure they're in line with company goals.
  5. Developing robust processes to track customer performance and identify areas where improvements can be made.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take the time to research the business of the new customer, their products and services, as well as their mission and values.
  2. Make sure to ask open-ended questions during the call so that you can gain a better understanding of the customer's current usage and interests.
  3. Show genuine enthusiasm and interest in the customer’s activities and goals, and offer to be a partner in helping them achieve success.

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