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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. Engaging users: Companies need to ensure users are engaging with the software to drive ROI. It's important to understand the user's motivations, intents, and frustrations to achieve a positive experience.
  2. Increasing adoption: Develop and maintain strategies that support customer adoption and engagement goals to increase satisfaction and objectives.
  3. Creating collaborative environment: Develop and optimize user experience and establish a collaborative environment between team members and customers.
  4. Mitigating risks: Assess the customer’s organization and identify risks and challenges early on while keeping customers up to date with new features and offerings.
  5. Best practice implementation: Develop and implement strategies for successful implementation of new features and best practices.
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Objectives & Key Results

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

  1. Understand the specific goals and objectives of the customer: What are their highest priorities? What do they consider to be the optimal outcomes when using the software?
  2. Understand the customer's team structure and setup: Who are their key stakeholders and decision-makers? What processes are currently in place?
  3. Understand the customer's current workflow and timeline: What is their timeline for implementation? What are their expectations for time-to-value?
  4. Understand the customer's evaluation process: What are the key metrics that will be used to measure success? What are the overall goals for evaluation?
  5. Understand the customer's expectations: What are their expectations for customer success support? What do they consider to be quality customer service?
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Tactical Considerations

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

  1. Making sure their business intelligence software is meeting the needs of their internal stakeholders.
  2. Understanding if there is an opportunity for improvement in their processes related to their use of the software.
  3. Making sure they are implementing a comprehensive training program for users of their business intelligence software.
  4. Gauging and improving user adoption of the software.
  5. Identifying any areas of disruption or inefficiencies within their team's operations.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Be sure to research the customer's company, the customer's pain points, and the customer's industry. Doing this will better equip me to tailor solutions that meet the customer’s current needs and understand any upcoming challenges the customer may need assistance with.
  2. Have an agenda for the call with topics that the customer and I can discuss. This will ensure that the call stays on track and the customer's goals are met.
  3. Open the call with small talk. It is beneficial to connect with the customer on a personal level before delving into the customer's needs. Doing this will create a friendly and welcoming relationship between us.

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