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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. Improving organizational processes and workflows to increase efficiency
  2. Increasing engagement on content to foster collaboration
  3. Enhancing quality control to ensure accuracy and reliability of content
  4. Improving search capabilities to drive content visibility
  5. Creating special user groups and permissions to manage visibility & access
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Objectives & Key Results

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

  1. Understand the customer’s current business needs: their pain points, KPIs, goals, initiatives, processes, and systems.
  2. Analyze the customer’s current technology stack and map how it supports their organization, processes, and goals.
  3. Your objective is to visualize customer's current progress to objectives and make recommendations on how to increase productivity and collaboration.
  4. Design a customized training program for the customer’s staff that will increase product adoption and usage.
  5. Evaluate the customer’s overall satisfaction and provide feedback loops to assess customer’s progress against objectives.
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Tactical Considerations

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

  1. Tactically, the customer is likely looking to streamline communication between teams and be able to accurately track progress and decisions.
  2. Strategically, they need useful analytics to measure the engagement and productivity of their team.
  3. Tactically, the customer may need help customizing their platform so that it works for their specific use and pain points.
  4. Strategically, they need an automated workflow to ensure that tasks, decisions, and data is easy to update and store.
  5. Tactically, the customer may need help with organizational user permissions to ensure maximum security.
  6. Strategically, they need to set up additional scalability and flexibility in their platform to continually improve their operations.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research their company and the technology they use to get a better understanding of their business, its objectives and plans for future growth.
  2. Share similar experiences that will make the customer feel that you understand their business and needs.
  3. Make sure to schedule sufficient time for your call and create an agenda to ensure that you cover the customer’s needs in the allotted time.

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