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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. Immediate need for improved customer onboarding & retention processes
  2. Higher collaboration and visibility across departments/teams
  3. Optimised customer lifecycle management to track progress & KPIs
  4. Increased automation and scalability within current services
  5. Better methods for customer communication & feedback collection
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Objectives & Key Results

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

  1. Understand their goals, objectives, and needs for Customer Success.
  2. Identify how to increase visibility within their organization.
  3. Provide insight into how our solution can assist in their business process.
  4. Outline measurable key results and objectives for increasing Customer Success productivity.
  5. Develop actionable plans to implement our solution and increase collaboration.
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Tactical Considerations

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

  1. Understanding customer’s needs on security products and services.
  2. Identifying and addressing potential risks or flaws with current security protocols.
  3. Maximizing operational efficiency when dealing with customer service and/or product inquiries.
  4. Building trust and maintaining strong customer relationships.
  5. Developing a knowledge base of customer behavior, needs, and preferences.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the organization and its product & services to understand their business model and objectives.
  2. Ask questions and find out more about their prior successes & challenges, as well as opportunities to improve.
  3. Start informal introductions and engagement to build trust and rapport. Focus the conversation on customer needs without getting too technical.

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