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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. Streamlining internal processes to increase overall efficiency in the department.
  2. Improving the customers’ customer onboarding experience to drive customer satisfaction.
  3. Developing more effective customer service strategies to boost customer retention and loyalty.
  4. Maximizing the customers' use of the CRM Software to ensure optimal return on their investment.
  5. Monitoring customer feedback and responding to issues quickly and effectively.
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Objectives & Key Results

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

  1. Understand the company culture and how decisions are made within the organization.
  2. Identify pain points and challenges the organization is currently facing.
  3. Analyze the organization's usage of software and automation to identify areas for improvement.
  4. Determine what metrics can be used to measure success and provide visibility into the ROI from the proposed solution.
  5. Discuss ways to engage members of the organization in implementation and utilization of the proposed solution.
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Tactical Considerations

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

  1. Tactically, they need to reduce customer churn rate and increase customer adoption & satisfaction.
  2. Strategically, they need to enhance customer onboarding and upsell their existing customers.
  3. Tactically, they need to identify areas of improvement within their CRM Software offering and respond to customer feedback.
  4. Strategically, they need to understand customer needs in order to provide solutions that will drive business value.
  5. Tactically, they need to ensure customer data is secure and access is properly managed.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company and its industry. Understand the challenges and opportunities they are currently facing. Also, familiarize yourself with their customer success strategies.
  2. During the call, ask open-ended questions and listen actively. Gain an understanding of the customer’s problems from their perspective, You could also invite them to share examples of successful strategies they have implemented in the past to help them achieve their goals.
  3. Begin the call by introducing yourself and establishing common ground. You could showcase examples of how your product helps other similar customers and how your solution can benefit them. Don’t forget to express your enthusiasm about helping them.

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