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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. Improve employee engagement and reduce employee turnover by better understanding their needs and responding to them quickly.
  2. Maximizing use of existing resources and streamline processes to boost operational efficiency.
  3. Develop proactive strategies to attract and retain customers/clients.
  4. Cultivate a strong customer relationship management (CRM) strategy to build stronger relationships with clients.
  5. Use feedback loops to incentivize customer satisfaction and loyalty.
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Objectives & Key Results

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

  1. Understand the company's current goals and objectives, and how they align with their software needs.
  2. Develop an understanding of their current software usage, and how they can maximize its functionality within their organization.
  3. Identify ways of leveraging the software to improve collaboration and visibility across departments.
  4. Identify key areas of improvement where the software can increase productivity.
  5. Comfort and familiarize customer with software platform.
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Tactical Considerations

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

  1. Staying ahead of the competition and meeting client expectations
  2. Simplifying processes to reduce complexity and make staff’s tasks easier
  3. Analyzing data and metrics to develop better strategies
  4. Maximizing efficiency and getting the most value out of current resources
  5. Improving communication and collaboration between internal and external teams
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Start with a friendly introduction. Be sure to ask the VP how they prefer to be addressed (first name or other). This can really set the tone for the call.
  2. Demonstrate a knowledge of their industry, current challenges, and desired outcomes. Doing your research ahead of time is key in optimizing this call.
  3. Express your excitement about working together and a commitment to their success. Showing enthusiasm for the working relationship can help foster a positive dynamic.

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