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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.

Right arrow iconPriorities & Pain Points
Right arrow iconObjective & Key Results
Right arrow iconTactical Considerations
Right arrow iconBuilding Rapport
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Pain Points & Priorities

Based on your inputs, these are pain points your customer may be experiencing:

  1. Improving user adoption of the product by creating professional training materials and a smooth implementation plan.
  2. Ensuring customer retention by developing innovative solutions for solving customer pain points.
  3. Increasing customer satisfaction by staying up-to-date with customer feedback and communicating effectively.
  4. Increasing customer engagement by creating personalized experiences.
  5. Leveraging analytics and data to increase the efficacy of customer success initiatives.
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Objectives & Key Results

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

  1. Understand customer's goals and priorities for implementing new technology.
  2. Identify environments the customer's organization operates in and the challenges they face.
  3. Build customer familiarity with the features and advantages of the technology.
  4. Define customer success objectives and key results (e.g. increase productivity, collaboration, and visibility).
  5. Establish first steps and timeline for successful implementation of the technology.
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Tactical Considerations

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

1.
    2.
  1. Having visibility and insight into the productivity and performance of the organization.
    2. 3.
  2. Identifying and researching better ways to collaborate and communicate within the organization.
    3. 4.
  3. Establishing an efficient process to onboard, onboarding, train and continually upskill the team.
    4. 5.
  4. Understanding the customer lifecycle and the different stages of growth, retention and satisfaction.
    5. 6.
  5. Developing strategies to improve customer engagement and promoting customer loyalty.
    6. 7.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Create an agenda for the first call, and ensure that my customer is comfortable and clear about the topics that will be discussed.
  2. Understand the current workflow and processes of my customer company and look for areas to improve.
  3. Share prior experiences to quickly build credibility and mutual understanding, and ensure that I listen more than I talk.

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