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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. Ensuring that all stakeholders understand the product’s current capabilities and how they serve their organization.
  2. Creating user personas and workflow diagrams to ensure that the product is being effectively utilized.
  3. Coordinating user testing sessions to evaluate product use and to identify areas for improvement.
  4. Comparing existing product features and metrics with leading industry benchmarks.
  5. Identifying new opportunities for product success within the current market.
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Objectives & Key Results

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

  1. Understand the current existing processes within the organization and how the product can help streamline and automate them.
  2. Identify key areas in which the product can be utilized to boost efficiency.
  3. Assess the potential benefit that the product can offer in terms of cost savings.
  4. Discover user feedback and identify any areas in which the product needs to be improved upon.
  5. Provide best practice advice on how to maximize success utilizing the product.
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Tactical Considerations

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

  1. Strategic needs: Increased operational efficiency, project management, and visibility; implementation of software solutions to streamline processes and enhance customer service.
  2. Tactical needs: Solutions for customer onboarding, access management, file-sharing, data analysis, and user-friendly reporting.
  3. Strategic needs: Ability to track changes and time to resolution of customer requests; consistent customer experience; solutions for tracking customer feedback, satisfaction, and feedback.
  4. Tactical needs: Ability to centralize key customer information; solutions for incident management and tracking; tools that can help automate customer onboarding processes.
  5. Strategic needs: Ability to quickly identify customer needs and develop customized solutions; scalability of software solutions to meet customer demands; solutions for improving customer engagement.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Start the conversation by introducing yourself and explaining your role as a Customer Success Manager and how you can act as a partner to help them reach their goals.
  2. Ask thoughtful, open-ended questions to get a better understanding of their current challenges and needs. Don’t hesitate to seek clarification, especially on how they’re using their existing resources and what they’d like to see improved in their product.
  3. Show genuine interest in how they’re doing and how their products are performing. You can even have a casual conversation to help make them feel comfortable. This connection can help set the tone for a successful business partnership.

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