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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. Seamless onboarding: Implementing a new software can be a daunting task and customers may need guidance throughout the process. Offering to review onboarding documentation and offering previews of how the software can be tailored to their organizational needs is a great way to kickstart the partnership.
  2. Ensure user-adoption: It is important that the users of the software are aware and comfortable with the features. Provide guided user-introductions to familiarize users with the platform. Consider interactive how-to’s and usage guidelines to further promote adoption.
  3. Evaluate the value of the product: Regular analysis of how the product is being used needs to be conducted to identify areas of improvement and changes in customer needs. Make sure you have a plan for tracking performance indicators and highlighting areas of improvement.
  4. Identify growth opportunities: Leverage data gathered from user-adoption to make sure growth opportunities for customers are identified. Encourage them to utilize new features to shed light on the full capabilities of your product.
  5. Continued support: Customers need long-term support to ensure their continued success. Building a trusting relationship with the customer and staying up-to-date on trends in their industry will help foster confidence that your team will be able to partner properly and provide ongoing assistance.
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Objectives & Key Results

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

  1. Understand the customer's current tools and processes in place and how they use them.
  2. Identify any pain points and areas of improvement that the customer has already identified.
  3. Establish key communication channels between the customer and the team.
  4. Provide an actionable plan to increase productivity and collaboration within the organization.
  5. Develop clear objectives and key results to measure the impact of any changes.
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Tactical Considerations

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

  1. Implementation of the latest technology and automation solutions to modernize the business processes and increase efficiency.
  2. Upskilling employees to ensure they are able to make the most of the new and existing solutions.
  3. Advantage from real-time visibility and insights into day-to-day operations to stay one step ahead of the competition.
  4. Integrating different systems, departments, and people to make the setup and onboarding process smooth and efficient.
  5. Collaborating with external partners and vendors to ensure scalability and growth.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the organization and the industry they are in. Make sure to have a holistic overview of their business operations.
  2. Establish rapport by showing interest and understanding the Manager's role and daily tasks. Ask thoughtful questions to identify the goals and objectives they have for the software.
  3. Develop a solution-oriented approach to the conversation, by suggesting ways that the B2B software can enhance productivity, collaboration, and visibility in the organization.

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