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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. Staying up to date with the pace of changing needs and trends of the business and the customers.
  2. Eliminating and/or mitigating costly errors within the product life-cycle.
  3. Maintaining effective collaboration among teams, both in-house and with external partners.
  4. Identifying opportunities to add value to existing products.
  5. Monitoring customer feedback and analytics to better understand the impact of product changes.
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Objectives & Key Results

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

  1. Objective: Set up customers with the tools they need quickly and efficiently. Key Result: Ensure 80% of new users are successfully onboarded within the first hour.
  2. Objective: Improve customer collaboration. Key Result: Increase individual customer team collaboration success rate to 85%
  3. Objective: Increase customer visibility on the platform. Key Result: Increase customer login rate to 90% within the first month.
  4. Objective: Minimize customer inquiry time. Key Result: Reduce customer inquiry response time to less 48 hours.
  5. Objective: Optimize customer success metrics. Key Result: Increase customer satisfaction scores by 15% quarter-over-quarter.
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Tactical Considerations

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

  1. Strategically, the customer needs to ensure their processes are customer-centric & cost-effective.
  2. Tactically, they need to ensure their product standards are high and that their offerings remain competitive in the marketplace.
  3. Strategically, they need to focus on projects that will increase customer engagement & retention.
  4. Tactically, they need to provide clients products & services which they will find useful and innovative in comparison to their competitors.
  5. Strategically, the customer needs to ensure their operations are geared towards growth and scalability.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer's business and industry to learn more about their organizational structure, operations, and product offerings. Understanding their business can make it easier to come up with ways to improve their productivity and competitiveness.
  2. Research the customer's stakeholders - understanding the customer's needs and preferences will help you to build a relationship on a more personal level.
  3. Gather first-hand feedback from the customer's front-line employees, so you can get a better grasp of how the customer's system currently works and how it can be improved.

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