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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. The customer’s organization needs improved collaboration across departments for better outcomes and internal communication.
  2. The customer’s team could benefit from better visibility to ensure that they are on current projects and up-to-date across the organization.
  3. The customer’s team is likely looking for tools to increase speed and reduce manual effort when generating reports, booking seats, and tracking customer information.
  4. The customer’s team may need help automating cross-departmental processes in order to save time and increase accuracy.
  5. The customer’s team may be looking for a streamlined system for managing projects and customer service so that their team can better stay organized and on track.
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Objectives & Key Results

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

  1. Identify any process inefficiencies within the Sales/Business Development department that our product can help address.
  2. Assess the current collaboration and communication channels within the Sales/Business Development department to determine how our product can improve them.
  3. Develop a plan to help the Sales/Business Development department increase visibility into progress and performance.
  4. Work to establish desired outcomes for the Sales/Business Development department depending on their individual needs and wants.
  5. Create a roadmap to ensure that the Sales/Business Development department is able to measure progress and key results.
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Tactical Considerations

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

  1. The need to find cost-effective ways to efficiently store and manage customer-related data.
  2. The need to strategically implement a customer relationship management system that can deliver high-end customer experiences.
  3. The need for streamlined and secure processes for employee and customer records.
  4. The need to identify key performance indicators related to customer satisfaction and ensure these metrics are regularly evaluated.
  5. The need for efficient ways to provide customers with the best possible customer service, from initial inquiries to post-service followups.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Review company background information, as well as the Sales/Business Development typically handled by the C-Level contact. Understanding the customer's needs is critical, and being informed about their team and current challenges is key to joining the conversation with credibility.
  2. Research trends within the Hospitality and Entertainment industries, so that I can offer insights that could potentially help my customer increase productivity, collaboration, and visibility.
  3. Be prepared to discuss the customer's biggest challenges in regards to increasing productivity, collaboration, and visibility, as well as any potential indicators of success or failure they've observed with prior solutions.

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