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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. Increasing customer engagement and satisfaction.
  2. Creating a more efficient onboarding process.
  3. Optimizing workflow and automation.
  4. Improving data accuracy and tracking across digital channels.
  5. Providing better visibility into customer data and activities across teams.
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Objectives & Key Results

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

  1. Understand the current level of productivity and collaboration within the organization: generate a SWOT analysis and uncover areas of improvement.
  2. Set realistic goals to measure the improvement created by implementing the SaaS solution.
  3. Analyze the current decision-making processes and identify right ways and tools to improve their efficiency.
  4. Develop strategies to enhance current visibility within the organization.
  5. Identify possible blockers and issues in the current setup and develop solutions to remove them.
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Tactical Considerations

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

  1. Tactically, communication and collaboration issues might be present within their organization, whether team members are having difficulty communicating, collaborating, or both.
  2. Tactically, business growth could slow down due to inefficient operations.
  3. Tactically, customers could be at risk of losing productivity when onboarding due to communication and collaboration issues.
  4. Strategically, it could be difficult to keep up with changing customer needs if there are old processes or workflows in place.
  5. Strategically, silos can form within the organization and working in silos can be unproductive.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Conduct research on the customer’s industry, their goals, and any products or services that may be relevant to their business. This will help you establish rapport with the customer by showing you are well-informed in the field.
  2. Ask questions to better understand their current processes and areas for potential improvement. This will not only help you pinpoint areas that the customer may not have considered, but will also demonstrate your expertise as a Customer Success Manager.
  3. Make sure to use clear and concise language to build trust and show that you are capable of providing the customer with quality service.

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