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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. Prioritization of tasks to optimize workflow
  2. Establishing efficient communication between stakeholders
  3. Improving customer experience/engagement
  4. Maximizing customer lifetime value and brand loyalty
  5. Understanding customer needs to improve business decisions
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Objectives & Key Results

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

  1. Objective: Build a stronger internal collaboration platform for the customer’s sales team. Key Result: Increase team visibility and communication to drive engagement and productivity.
  2. Objective: Facilitate a better customer onboarding experience. Key Result: Decrease onboarding time to effectively deploy the customer's solution.
  3. Objective: Strengthen customer support channels. Key Result: Improve quality of customer service to increase customer success.
  4. Objective: Optimize customer’s workflow. Key Result: Increase customer efficiency by simplifying processes.
  5. Objective: Improve customer’s sales process. Key Result: Increase customer’s sales revenue by improving the overall sales process.
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Tactical Considerations

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

  1. Managing the high volume of customer inquiries and ensuring quick response times.
  2. Optimizing the customer onboarding process to maximize customer retention.
  3. Improving customer engagement to ensure satisfaction and sustainable growth.
  4. Creating systems to monitor customer feedback and address any issues promptly.
  5. Establishing collaboration processes that increase agility and reduce delays.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Gather information about the customer by doing your research. Learn about their business operations, products/services, and any recent news or news highlight.
  2. Plan to introduce yourself in the first few minutes of the call. Explain why you're calling and why are you the best-suited person for this particular conversation.
  3. Create an agenda ahead of time so you can use it as a guide to keep the conversation focused and on-track. Ask relevant questions tailored to the customer’s needs.

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