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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. Delivering results quickly and efficiently in the face of tight deadlines and limited resources.
  2. Reducing communication and organizational complexity to streamline processes.
  3. Increasing sales and scalability with data-driven customer insights.
  4. Avoiding disruption of existing operations with new technologies.
  5. Improving visibility, analysis, and teamwork to increase organizational performance.
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Objectives & Key Results

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

  1. Analyze their current organizational processes to understand how our SaaS tool can support them best.
  2. Help them identify pain points and areas which may benefit from using our tool.
  3. Set up objectives and key results based on identified improvement areas, to ensure that the customer is seeing maximum return on investment.
  4. Educate the customer on how they can get the most out of our tool by demonstrating features and benefits.
  5. Get feedback and suggestions from the customer on how we can improve our product and services.
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Tactical Considerations

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

  1. Understanding their customer's current and projected business needs.
  2. Identifying which core processes require automation or support.
  3. Maximizing sales and marketing results with the right tools and strategies.
  4. Creating ongoing customer engagement.
  5. Maintaining compliance with industry regulations and best practices.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research their business and the industry. Take some time to learn about their company, their services, and the market they work in. This will provide you with insights into their challenges and goals so you can tailor your conversation and provide more relevant solutions.
  2. Open the conversation by expressing your enthusiasm for being their Customer Success Manager. Show empathy for their challenges, and demonstrate your knowledge of the industry and of their company.
  3. Connect the conversation to the customer’s objectives. Focus on uncovering insights that can help you tailor your solutions and start honing in on a plan for helping the customer reach their goals.

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