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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. Easy internal collaboration: Adoption of cloud-based internal communication tools will help the team to manage tasks and projects effectively, while staying in the loop on departments’ progress.
  2. Improved customer onboarding: Streamlining the onboarding process will help the team accelerate implementation and start generating value for customers faster.
  3. Actionable analytics: Easy to use analytics to identify customer motivations, drivers, and key usage metrics will help to make better decisions and increase customer retention.
  4. Automated processes: Automating redundant and time-consuming tasks will help increase customer service reps’ effectiveness and maximize customer satisfaction.
  5. End-to-End visibility: Integrating all pertinent customer data into one platform that provides actionable insights to all stakeholders within the organization will help them save time and make better decisions.
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Objectives & Key Results

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

  1. Understand the current process for running and tracking Sales/Business Development projects and create a plan to make it more efficient.
  2. Plan and execute strategies to strengthen relationships with existing customers.
  3. Identify potential opportunities for cross-selling and upselling to new and existing customers.
  4. Develop a clear understanding of the customer’s sales goals and plans to help them achieve those goals.
  5. Discover ways for customers to better track KPIs and generate reports to measure performance.
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Tactical Considerations

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

  1. Competitive pressures to reduce costs and remain agile in today's changing marketplace
  2. A need to maximize employee productivity and efficiency
  3. A need to increase visibility and collaboration across the organization
  4. A need to manage data and analytics to ensure up-to-date insights into customer and business performance
  5. A need to ensure compliance laws and regulations are met.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company, its products and industry to become familiar with customer's goals, objectives and mission.
  2. Set an agenda prior to the call to cover the customer's current needs and challenges, in addition to what the customer anticipates from the B2B SaaS product.
  3. Focus on building an open communication channel and establish a lasting relationship of trust with the customer.

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