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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. Improving internal collaboration across different departments, ensuring information is seamlessly shared
  2. Enhancing the customer experience and equipping team members with the tools they need to accomplish their goals
  3. Managing customer expectations and ensuring project deadlines are met and exceeded
  4. Optimizing usability and making sure customer feedback is incorporated
  5. Identifying opportunities for improvement and implementing process changes to streamline customer interactions
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Objectives & Key Results

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

  1. Identify the customer’s goals for the upcoming project and discuss how the software can help meet these objectives.
  2. Identify key personnel who will need access to the software and set up their accounts.
  3. Provide training to the key user groups on how to use the software.
  4. Ensure the customer’s data is properly migrated to the software and is correctly displayed.
  5. Set key performance indicators and success metrics to measure the project’s progress.
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Tactical Considerations

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

  1. Maximizing productivity in the organization by increasing focus, reducing distractions, and improving overall organizational workflow.
  2. Improving collaboration between departments, business units, and teams in order to ensure better alignment of goals.
  3. Developing visibility into key projects for better decision making and proactive management.
  4. Optimizing resource utilization by ensuring that the most appropriate resources are allocated to the most important projects.
  5. Developing methods to measure progress and success in order to assess strategy effectiveness.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the industry and company they work for, this will help me understand the challenges they have faced and how I can better position solutions to help their operational needs.
  2. Be prepared to discuss their pain points and goals - have a few questions ready that will help me gain a better understanding of their current situation and needs in order to suggest the best solutions.
  3. Start off the call by welcoming them and listening to what they have to say about their needs, then follow up with a few questions to get a better understanding of the situation.

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