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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.

Right arrow iconPriorities & Pain Points
Right arrow iconObjective & Key Results
Right arrow iconTactical Considerations
Right arrow iconBuilding Rapport
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Pain Points & Priorities

Based on your inputs, these are pain points your customer may be experiencing:

  1. Ease of installation and implementation of technology/software solutions: The customer will likely need help with software installation, onboarding their team and customizing a tailored solution for their needs.
  2. Scalability: The customer requires an effective and scalable solution that can grow and support their organization as their teams expand.
  3. Ability to access data remotely: The customer is likely to require an infrastructure or solution that enables remote access to data and information.
  4. Improved team collaboration: The customer needs to foster an environment where their teams can easily share information, collaborate and innovate.
  5. Visibility into daily activities of customer support team: The customer will require insight into the performance of their customer support teams, so they can better anticipate and address customer needs.
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Objectives & Key Results

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

  1. Develop and implement strategies to maximize customer use of the software solution.
  2. Celebrate successes and put in process to support continual improvement.
  3. Outline best practices and allow the customer to leverage the software to their advantage.
  4. Increase visitor engagement and overall visibility.
  5. Make sure customer needs are met and provide quick turnaround on any issues.
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Tactical Considerations

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

  1. Establishing a unified database to store customer information with the ability to track customer support trends
  2. Finding ways to manage and improve response times to customer inquiries
  3. Understanding customer needs and demands and seeking out opportunities to optimize customer experience
  4. Communicating with customers effectively and in a timely manner
  5. Generating reports to track product usage and customer service performance
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research and become familiar with the customer's industry. This will help me to better understand the customer's needs, challenges, and successes within the Manufacturing industry.
  2. Read customer reviews to get a first hand perspective from the customer about their current situation and how our product has been able to solve their challenges.
  3. Gather insight into the customer’s organizational structure, current goals and strategies, and the specific challenges the company is facing so that I can tailor our message and solutions to effectively follow the customer’s lead during our call.

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