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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:
- Successfully onboarding new users to the platform while ensuring they are getting the most out of it.
- Increasing conversions and retention rates.
- Educating and communicating the value of the platform to stakeholders.
- Reducing time and resources needed to complete processes.
- Creating a comprehensive customer success strategy.
Objectives & Key Results
Use these OKRs (objectives and key results) to help your customer find success:
- Ensure efficient use of the SaaS by all departments within the organization.
- Identify gaps in the customer’s current usage of the SaaS and define a plan of action on how to improve those areas.
- Work with the customer to identify opportunities to eliminate redundant processes and tasks.
- Establish a plan with the customer to increase employee engagement with the SaaS.
- Develop a plan of action and timeline for future reviews and optimization of the SaaS usage.
Tactical Considerations
Consider these tactics and strategic initiatives your customer may be planning:
- Strategic considerations: ensure customer goals are being met, identify what success looks like for the customer, ensure the customer has the tools needed to be successful, understand what key performance indicators (KPIs) need to be achieved.
- Tactical considerations: assess customer adoption rates of the platform, regularly review and prioritize customer requests, stay up to date on industry best practices to share with the customer, diagnose customer technical problems and assist with root cause analysis, review customer usage data to uncover areas of improvement.
- Ensure data privacy and security requirements of the customer are being met.
- Analyze customer data to proactively identify areas of improvement and opportunity for automation.
- Regularly assess customer satisfaction levels.
Building Rapport
Suggestions for an effective first call and any future calls:
- Start the call by introducing yourself and expressing your enthusiasm for getting to know the customer. Ask them to share more about what they do and get a better understanding of their current system.
- Focus on building a good relationship with the customer by being friendly and open-minded about their needs and preferences. Demonstrate that you understand their situation and suggest possible solutions based on their needs.
- Simply just ask questions about their current system, any challenges or opportunities they see to help gain a better understanding of what they want to achieve and how you can help. Clarify any terms and acronyms they use and provide helpful insights from your own experience in order to build credibility.
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The content in this report was generated by ChatGPT. Recommendations may occasionally include incorrect information, harmful instructions, and/or biased content.
