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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. Lack of process visibility: Companies in the manufacturing industry are often faced with manual processes, paper-based systems, and a lack of process visibility across the organization. They require a tool that will enable them to decentralize processes, keep them organized and gain visibility.
  2. Scalability/Growth: As their business grows, companies in the manufacturing industry need to continuously improve efficiency and scalability. Achieving this requires robust processes, a robust platform, and data-driven insights.
  3. Data centralization: Companies in the Manufacturing industry need to ensure their data is stored and easily accessible in one secure repository. This will reduce complexity when it comes to data management and reporting.
  4. End-to-end visibility: Companies in the Manufacturing industry need to ensure all stakeholders have an understanding of the company’s operations. Having an end-to-end view of the operations allows stakeholders to gain clarity on tasks and progress made and will increase the efficiency of collaboration.
  5. Reducing labor costs: Companies in the Manufacturing industry are always looking for ways to reduce labor costs. Having the right systems in place will help to identify cost-disruptive processes and help to streamline them.
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Objectives & Key Results

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

  1. Understand the current customer experience when using the SaaS solution and identify any opportunities for improvement.
  2. Evaluate customer’s existing processes and workflow and identify areas of potential efficiency gains.
  3. Discuss how the organization’s current goals and objectives align with the use of SaaS solution.
  4. Provide insights into the features and use cases of the SaaS product that meets the customer’s needs.
  5. Discuss processes in place to ensure effective onboarding and training needs are addressed.
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Tactical Considerations

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

  1. Identifying ways to increase operational efficiencies and reduce production costs
  2. Ensuring that the company’s products are compliant with the latest industry standards and regulations
  3. Identifying new processes to strengthen collaboration between departments
  4. Developing strategies for managing and tracking in-house inventory
  5. Ensuring that customer orders are fulfilled in a timely manner
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer’s background and industry vertical – What pain points and needs are most common among similar companies? How is the customer’s organization uniquely positioned?
  2. Use the customer-facing materials and platform documentation your product offers – What articles, infographics, and webinars can be shared with the customer?
  3. Personalize the introduction so the customer feels heard and understood – Take notes on their introduction and ask clarifying questions as needed.

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