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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. Efficiency and automation of customer solutions/troubleshooting
  2. Reliable customer communication processes
  3. Scalability and increasing customer service response time
  4. Seamless integration of new customer-facing tools/platforms
  5. Data-driven insights and insights into customer behavior
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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 specifications and processes to identify areas that need improvement.
  2. Analyze customer product adoption rate to understand the trends and needs for product enhancement.
  3. Develop a plan to continue optimizing customer trends.
  4. Determine customer satisfaction levels as relates to our product/service offering.
  5. Create quarterly objectives and key results to measure customer engagement.
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Tactical Considerations

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

  1. Efficiently addressing customer queries and issues in minimum time.
  2. Sharing and communication of critical customer data and information.
  3. Utilizing customer feedback to tweak their product and services.
  4. Providing superior user experience to their customers.
  5. Proactively anticipating customer needs.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer’s industry and company. Understand the customer’s current products and process.
  2. Start the call with a pleasant introduction and tell the customer who you are and what you do. Ask the customer about their goals and objectives for the call.
  3. Make sure to listen to the customer, be attentive to their answers, and take notes to ensure you have the best understanding of their needs.

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