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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. Clearly define their organizational objectives and the roles required to reach them – understanding their organizational chart can help you understand their goals, processes, and decisions.
  2. Identify key pain points and assess their current technology stack to determine how they can improve performance.
  3. Understand their technology preferences – do they prefer working with third-party app integrations or custom-built applications?
  4. Discover any operational challenges – understanding how processes are handled within their team and organization is essential.
  5. Assess their data security risk and develop best practices to ensure customer data is secure.
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Objectives & Key Results

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

  1. Develop a process to efficiently ensure comprehensive, uptime customer-facing support.
  2. Design best practices for optimal customer onboarding practices and track customer progress.
  3. Identify customer pain points and develop strategies to improve collaboration and visibility within their organization.
  4. Create innovative strategies to increase customer success through continual re-evaluation.
  5. Define and identify KPI’s to evaluate customer results and track customer progress.
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Tactical Considerations

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

  1. Securing customer data and complying with industry regulations on data privacy.
  2. Managing financial processes and optimizing credit card payment processing.
  3. Coordinating business development activities and managing customer relationships.
  4. Developing and executing strategies to acquire, retain and grow customers.
  5. Improving customer engagement by driving customer satisfaction through product and service.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Be prepared to ask questions that will help get at the core issues that caused my customer to seek out a solution in the first place. For example, what issues have they been facing since the lack of effective internal collaboration or visibility?
  2. Research the company, its industry, and the people I will be talking to to be better prepared for our conversation.
  3. Take the time during the call to build a rapport with my customer by being friendly, courteous, and professional.

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