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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. Recording all successful implementation activities and communicating them to the stakeholders in an easy-to-understand format.
  2. Tracking product usage across users to ensure implementation goals are being achieved.
  3. Providing a forum for customer feedback that can be used to quickly surface and resolve any implementation-related issues.
  4. Using data-driven insights to improve customer experiences and engagement.
  5. Developing strategies and plans that will help increase adoption and enable customers to get more value out of the product.
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Objectives & Key Results

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

  1. Determine their overall business goals for using SaaS this year and create a measurable plan to help them achieve it.
  2. Implement a collaboration plan that allows information to flow seamlessly between project teams and implement processes that bridge gaps in their current communication systems.
  3. Develop a strategy to increase user-adoption rates and establish user training to further maximize product understanding.
  4. Explore redefining key performance indicators for customers, leveraging customer feedback and ensuring they have visibility into their team's performance.
  5. Identify opportunities to better understand customer pain points and potential solutions to enhance overall customer experience.
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Tactical Considerations

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

  1. Implementation of technology systems within the classroom to better engage and support students.
  2. Streamlining and improving communication between stakeholders, such as teachers, administors, and board members.
  3. Accessibility to data and resources that are pertinent to the day-to-day operations of the school.
  4. Maintaining and updating strategies to ensure adequate security protocols for student-facing digital experiences.
  5. Maximizing existing resources to effectively reach student populations and strengthen the organization's connection with their target audiences.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do research on the customer's industry to show you are knowledgeable and familiar with their business culture.
  2. Listen actively and thoughtfully by asking relevant and meaningful questions.
  3. Frame questions to help the customer identify his/her goals and needs related to how your product can help productivity, collaboration, and visibility.

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