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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. Make sure there is clear visibility to customer’s data and consumption trends, so they can better understand and predict their usage and prevent any future disruptions.
  2. Make sure the customer has a stronger connection with their customers and end-users in order to increase customer satisfaction.
  3. Ensure the customer has up-to-date training materials to make sure their staff are always prepared to utilize the software at its full potential.
  4. Evaluate and implement ERP or CRM integrations that can streamline processes.
  5. Put in place a robust set of technical resources to help support customers when needed.
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Objectives & Key Results

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

  1. Understand the known issues which they are trying to address by using our product. This could be anything from limited collaboration and poor visibility to high costs or lack of resources.
  2. Determine the goals and objectives that they are trying to achieve. For example, are they trying to increase efficiency, control costs, improve customer satisfaction or engage more efficiently with supply chain partners?
  3. Assess their current systems and processes to determine areas of improvement. How will our product help improve their current workflow?
  4. Identify and agree on key results to measure the success of their implementation. For example, consider customer satisfaction surveys, cost savings, collaboration metrics etc.
  5. Understand how our product can be used to reduce inefficiencies, improve accuracy and collaboration, while reducing operating costs.
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Tactical Considerations

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

  1. Increasing the speed and efficiency of complex processes to meet customer demands and remain competitive.
  2. Effectively scaling efficiencies across the organization while maintaining best practices.
  3. Managing multiple vendors and balancing pricing against service level.
  4. Employing technology to improve service levels while remaining cost effective.
  5. Managing customer expectations whilst achieving targets.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Take the time to research the customer, the company and the industry. Learn more about the customer’s goals and objectives.
  2. Start off the call by introducing yourself and getting to know each other. Talk about your company and discuss how you can support their business objectives.
  3. Be open to their feedback and brainstorming any problems they have that your product may support. Show your commitment to helping them succeed.

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