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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 visibility across team members and roles - this could improve collaboration and performance tracking.
  2. Building more efficient communication pathways between the team and leadership - this could reduce miscommunication and allow changes to be rolled out quickly.
  3. Creating a user-friendly way to record KPIs related to sales performance - this could enable your team to track their progress and identify areas for improvement.
  4. Implementing a strategy to better allocate resources in favor of winning performance - this could aid in the decision-making process and allow for better support of under-performing areas.
  5. Developing a process for managing customer feedback and grievances - this could enable your team to identify and promptly fix any issues clients may have.
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Objectives & Key Results

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

  1. Help the customer understand the product on a deeper level to ensure they are taking full advantage of the features available.
  2. Identify key areas of improvement to maximize the efficiency and productivity of their team.
  3. Create a plan of action to maximize ROI and minimizing wasted resources.
  4. Determine the strategies necessary to increase collaboration and visibility within the organization.
  5. Analyze customer data to identify opportunities for improvement and scaling.
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Tactical Considerations

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

  1. Strategic consideration: Keeping up-to-date with regulations related to digital education.
  2. Strategic consideration: Understanding the needs of students, teachers, and administrators.
  3. Tactical consideration: Increasing visibility and collaboration between the Sales and IT/Technical departments.
  4. Tactical consideration: Planning and managing resources effectively.
  5. Tactical consideration: Maximizing new technology adoption.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your research and review their website and products to get an understanding of their products, services and current objectives.
  2. Explain the value of the services you are providing and focus on the tangible benefits your product can offer the customer.
  3. Be open-ended with questions and spend time listening to your customer’s needs. Ask them what success looks like for them and how they plan to achieve their goals with your product.

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