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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. Provide onboarding for users, to ensure a swift and successful deployment of the product.
  2. Foster ongoing relationships with the customer, by regularly checking-in and developing trust.
  3. Provide guidance on best practices in utilizing the product, to ensure that the customer is getting the most out of their investment.
  4. Explain the roadmap for feature updates, to ensure that the customer is in line with the organization’s most recent developments.
  5. Define an appropriate timeline for implementation, to ensure a steady progress towards organizational goals.
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Objectives & Key Results

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

  1. Explore the current business objectives of the customer to identify areas of improvement
  2. Understand the customer’s decision-making process and workflow – consider how our product might fit into it
  3. Discuss current challenges and explore if our product can solve any of those issues
  4. Evaluate the customer pain points and behaviors and understand how our services can help them reduce their workload
  5. Set clear objectives and key results to track progress and usage of our product
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Tactical Considerations

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

  1. Maximizing the delivery of engaging, quality training.
  2. Developing ways to obtain customers quickly, and at scale.
  3. Monitoring and analyzing user activity to measure success.
  4. Improving customer satisfaction while managing customer support requests.
  5. Scaling the organization to support growth and new initiatives.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Show empathy and understanding for the challenges the customer is facing by asking questions and listening to their feedback.
  2. Find common ground by talking about the customer's industry, highlighting your research, and making relevant connections with your own experiences.
  3. Organize an agenda in advance and tailor it to the customer's specific needs.

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