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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:
- Compliance and security issues for their customers and bringing accuracy and uniformity to operations
- Efficiently managing projects and tasks across multiple teams and tracking progress to keep everyone in the loop
- Fostering high-quality collaboration amongst the team members
- Managing customer experience, impressions, and overall satisfaction
- Clearly communicating successes and declines in activity and outcomes
Objectives & Key Results
Use these OKRs (objectives and key results) to help your customer find success:
- Gain an understanding of the customer's specific goals and objectives in using the SaaS product.
- Develop an understanding of their current state in terms of tech stack, infrastructure, and team composition.
- Identify areas where the customer could increase collaboration and productivity within their organization.
- Identify possible unique challenges the customer may have adapting to the SaaS product.
- Discover other tools the customer is using to manage their workflow and how the SaaS product may fit into the bigger picture.
Tactical Considerations
Consider these tactics and strategic initiatives your customer may be planning:
For example:
- Strategic consideration 1
- Strategic consideration 2
- Strategic Considerations: Understanding customer goals so they know how to leverage the specific features/functionality of the product to meet those goals
- Strategic Considerations: Identifying customer pain points and working together to generate a plan to address and alleviate those pain points
- Tactical Considerations: Streamlining customer processes for onboarding, training, and implementation to reduce time-to-value
- Tactical Considerations: Developing automated systems and online tools to simplify customer interactions
- Tactical Considerations: Establishing workflows and procedures for customer support to ensure successful adoption and minimize errors or downtime of services
Building Rapport
Suggestions for an effective first call and any future calls:
- Before the call, do some research about their company, industry, and customer success challenges. Use this knowledge to show that you understand their pain points and how you can help them.
- Start the call by introducing yourself and sharing a bit about your background and how you work with customers to increase productivity and drive success. Ask open-ended questions to get the customer talking and learn more about their business.
- Engage in an active dialogue as opposed to a lecture. Be sure to ask clarifying questions to demonstrate your understanding and make sure the customer’s needs are top of mind.
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The content in this report was generated by ChatGPT. Recommendations may occasionally include incorrect information, harmful instructions, and/or biased content.
