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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. Focus on user adoption. Make sure that everyone in the organization understands the goals of the product and use it efficiently.
  2. Improve collaboration. Make sure your customer has all the resources they need to properly communicate with their team from a centralized platform.
  3. Altimize visibility. Utilize transparency to ensure everyone can view and interact with the same data, no matter where they are located.
  4. Increase productivity. Strive to increase performance and reduce friction during daily tasks.
  5. Reduce complexity. Simplify processes and make sure all tasks are easy to understand.
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Objectives & Key Results

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

  1. Gain a better understanding of the customer's operational goals and objectives.
  2. Identify areas where the customer could increase productivity through improvements in organizational collaboration and resource allocation.
  3. Identify the customer’s current workflow process, and areas for insight and improvement.
  4. Identify opportunities to increase visibility into the customer's processes and performance.
  5. Work with the customer to establish measurable objectives and corresponding key results that support their operational goals.
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Tactical Considerations

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

  1. Strategic considerations: reducing time to market of their services, focusing on scalability and growth, and fostering innovation among their team.
  2. Tactical considerations: improving team communication and collaboration, streamlining tedious and time-consuming processes, implementing an efficient collaboration system, and increasing customer visibility.
  3. Delivering value to their customers by becoming faster, making better decisions with reliable information, and providing better customer support.
  4. Project-related considerations: distributing tasks within teams, establishing clear deadlines, and enhancing transparency and oversight.
  5. Business continuity considerations: preparing for handoffs during holidays, ensuring customer data is accurate and up-to-date, and safe-guarding the company from information security threats.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer's company and industry before our call to demonstrate that I am familiar with their business and position.
  2. Show enthusiasm for what my customer's organization is doing, and express curiosity about how they're using our solution as it relates to their needs.
  3. Pose questions related to the customer's goals and initiatives -- and aim to gain understanding about their success strategies -- so that we can identify opportunities to improve their current situation.

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