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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. Time Management: Ensuring that their team members have the tools, time, and resources to get their job done efficiently.
  2. Organizational Visibility: Allowing access to data across the organization, making sure new hires have easy access to customer records, and setting up data-driven processes that support the CRM process.
  3. Data Analysis: Utilizing customer data to identify customer trends, better understand customer needs, and improve sales performance.
  4. Lead Tracking: Streamlining the lead tracking process at all stages of the customer journey to identify patterns and areas for improvement.
  5. Automation: Exploring how automation can be used to simplify repetitive tasks, increase accuracy, and save time.
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Objectives & Key Results

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

  1. Identify the stakeholder roles and responsibilities in the implementation process to optimize success.
  2. Discuss how the new product can provide more control of internal data.
  3. Understand team members' existing workflows and processes and evaluate how the new product can improve them.
  4. Obtain a clear understanding of the timeline and expectations the customer has for implementation.
  5. Gather key performance indicators that will help measure productivity improvements post-implementation.
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Tactical Considerations

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

  1. Tactically, they have to facilitate cross-functional collaborations among their departments.
  2. Strategically, they need to ensure a seamless client experience when onboarding new customers.
  3. Tactically, they must ensure that their CRM software is up-to-date with the latest security protocols.
  4. Strategically, they need to anticipate and solve any potential customer pain points.
  5. Tactically, they must ensure customer data is managed securely and compliantly.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Start by introducing yourself, sharing your relevant credentials, and allowing your customer to do the same.
  2. Understand the customer's business needs, as well as any challenges they may be facing. Ask open-ended questions and actively listen to their responses to build a rapport.
  3. Share any relevant trends and best practices in the industry that might be applicable to their business. This will show that you who are up-to-date and have their best interest in mind.

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