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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. Workflows & Automation: Streamline marketing processes and identify opportunities to increase team efficiency.
  2. Data Mapping & Optimization: Prioritize and organize the customer's data to ensure proper insights and performance tracking.
  3. Organizational Alignment & Collaboration: Employ effective practices to bridge the communication gap between departments.
  4. Analytics & Reporting: Implement strategies for timely insights and reporting to drive meaningful decisions.
  5. Customer Engagement & Retention: Utilize customer engagement tactics to boost relationships and increase retention.
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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 - Identify the main challenges or problems impacting the Marketing department, and how they currently manage them.
  2. Understand the customer's goals - Define the objectives and key results that the customer wants to achieve with our product.
  3. Identify the stakeholders - Introduce the roles and people that will be involved in the process in order to better execute and measure results.
  4. Analyze the current KPIs - Understand measures of success, current system, data, and reports used to help the customer’s Marketing department reach their goals.
  5. Deliver customer-related help resources - Share case studies, customer service support contacts and other materials that might be of help in onboarding and using our product.
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Tactical Considerations

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

  1. Strategically, they may struggle to generate significant engagement within their social network.
  2. Tactically, they may need to improve their reach and precision with targeted marketing campaigns.
  3. Strategically, they may need to diversify their social presence in order to appeal to a broader demographic.
  4. Tactically, they may need assistance in modernizing and streamlining how they collect, analyze, and use customer data.
  5. Strategically, they may need to establish a unified identity on social networks so they can be more recognizable.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take the time to research their company and industry before the call – knowledge of their context is an important part of building rapport.
  2. Start off by introducing yourself and highlighting how you’ll be helping them – this will help establish a baseline understanding of your objectives.
  3. Construct meaningful questions relevant to their needs – this will show them that you are invested in getting them the most out of the product.

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