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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. Delivering product and services that fully meet customer expectations
  2. Understanding customer’s challenges and offering appropriate solutions
  3. Anticipating customer needs
  4. Strengthening customer relationships through face-to-face, digital or telephone interactions
  5. Support efficient onboarding processes for customers
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Objectives & Key Results

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

  1. Understand customer’s current product usage and identify areas of potential improvement for increased productivity.
  2. Analyze customer’s existing collaborations processes and suggest improvements to enable better visibility and collaboration.
  3. Determine how the customer currently documents key objectives, performance metrics, and KPIs as well as suggest best practices and tools used to track progress.
  4. Explore customer’s processes and identify opportunities to reduce complexity and optimize efficiency.
  5. Create a benchmark of the current process and suggest ways to measure, evaluate, and track the success of their current setup.
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Tactical Considerations

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

  1. Ensuring they have the right tools and processes in place to protect customer data and ensure security compliance.
  2. Protecting their software from potential external security threats.
  3. Maximizing their existing investments and resources while continuing to drive innovation.
  4. Enabling them to easily detect bugs within their software.
  5. Prioritizing customer feedback and gathering customer insights in order to continually refine their product offering.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Familiarize yourself with the specific Security Software they specialize in and what they hope to achieve by using it. Doing this will help you really hone in on specific issues or features they might need help with.
  2. Take advantage of the customer onboarding process by detailing how your product will help them achieve their desired outcomes, what success looks like, and setting measurable goals.
  3. Ensure the customer you’re contact is comfortable throughout the call by building rapport and showing genuine interest in their needs. Share conversation starters such as mutual interests or any industry/company updates prior to the call.

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