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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. Ongoing customer onboarding and support – Ensuring require processes are in place, and providing resources and support to enable a successful onboarding experience.
  2. Actionable insights – Identifying key customer trends and patterns to enable actionable insights with regards to usage, product adoption, and customer success metrics.
  3. Improved communication channels – Implementing solutions to enable efficient communication between customers, teams, and stakeholders.
  4. Continual product feedback – Regularly engaging with customers to solicit feedback and proactively addressing comments and suggestions.
  5. Enhanced experience delivery – Introducing new strategies to customize and optimize customer and user experiences.
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Objectives & Key Results

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

  1. Identify the pain points and understand the customer's primary objectives.
  2. Inventory customer's current tools and resources.
  3. Understand the customer's overall user experience.
  4. Create visibility into areas that can be improved for the customer.
  5. Gather customer feedback and identify areas that need improvement.
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Tactical Considerations

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

  1. Strategically aligning IT initiatives with organizational objectives.
  2. Developing effective value propositions to drive customer adoption.
  3. Maximizing customer engagement with value-added services.
  4. Implementing effective change management plans to ensure user success.
  5. Identifying and pursuing cost optimization opportunities for existing customers.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Engage with an authentic yet professional demeanor to build the trust needed to create a successful long term relationship.
  2. Listen actively and take notes - make sure to ask clarifying questions to ensure you understand your customer's needs and opportunities.
  3. Be prepared to present creative solutions which move the conversation forward.

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