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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. Communication difficulties due to the large size of their organization, specifically among teams and departments.
  2. Data tracking/aggregating issues, such as accurately observing how changes in policies affect customer operations.
  3. Sales optimization/efficiency needs, including gaining insight into customer preferences or trends that can be acted upon.
  4. Productivity/time management bottlenecks, such as automation, collaboration and process optimization.
  5. Security/compliance concerns, such as ensuring their sensitive customer inofrmation is safe and up to date.
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Objectives & Key Results

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

  1. Improve product collaboration across departments
  2. Increase transparency of product pipeline and deliverables
  3. Reduce product errors and mistakes
  4. Increase customer satisfaction scores
  5. Grow product usage among customers
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Tactical Considerations

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

  1. Increase efficiencies in credit card processing by reducing manual processes, streamlining the onboarding process, and improving knowledge management and customer records.
  2. Secure customer information across multiple platforms to protect against data loss, intrusion, and fraud.
  3. Enhance customer visibility, inform about trends in transactions, and anticipate risks and grow profits.
  4. Integrate systems and maximize connectivity between customer and stakeholder partners.
  5. Provide regular data reporting on system performance, customer insights, and customer satisfaction metrics.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company and the industries that the company provides services to. Become familiar with their successes, products/services and customer base.
  2. Prepare by understanding the common challenges and requirements of customers in the finance industry. Take special notice of any specific challenges faced by the customer's company.
  3. Connect on a personal level- ask about current successes, hobbies, inspiring stories and shared values. This will help to create a strong personal connection with the customer and will help foster a trustful working relationship.

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