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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. Ensuring that the marketing team has access to pertinent data in an organized manner like e-mails, reports, and analytics to inform their decisions and strategies.
  2. Making sure their campaigns, content, and other marketing activities are properly tracked with accurate and actionable metrics.
  3. Developing effective strategies to target potential customers and maintain relationships with existing customers.
  4. Being able to collaborate efficiently on campaigns, ideas, and updates within the organization.
  5. Staying up to date on the latest trends and strategies in the Business Services industry.
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Objectives & Key Results

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

  1. Understand the current state of their marketing department and how they use our software to support their goals.
  2. Identify the team's main pain points and how our software can help alleviate those issues.
  3. Discover what processes and systems are already in place and how to optimize them for efficiency.
  4. Define key performance indicators which will be useful for tracking customer success.
  5. Develop an action plan with specific objectives and key results for meeting the customer’s needs.
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Tactical Considerations

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

  1. Understanding the current rate of return on marketing investments.
  2. Tracking the performance of campaigns and identifying areas for improvement.
  3. Increasing brand visibility and recognition in a competitive market.
  4. Analyzing customer data and behavior to help inform marketing decisions.
  5. Adapting quickly to changing customer needs and demands.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer's organization and industry. Understand their organizational structure, vision, way of working, and how they measure success. Use this information to provide relevant and valuable insights to establish my expertise.
  2. Capture what the customer is looking to achieve and their specific challenges. Complete an agenda for the call so I can make sure to cover key topics such as business objectives, goals, and requirements.
  3. Introduce myself and the SaaS solution. I can help break the ice and build rapport by sharing a story of a similar customer success or a case study.

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