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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. Helping to decrease the amount of time spent managing multiple individual tools into the marketing and customer experience processes.
  2. Creating greater efficiency and effectiveness in managing marketing campaigns.
  3. Improving the customer experience across touch points.
  4. Finding ways to streamline and automate manual processes to improve speed to market.
  5. Increasing visibility of data insights to identify opportunities for improvement.
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Objectives & Key Results

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

  1. Identify goals and strategic objectives related to the customer's and company's needs and associated key results.
  2. Understand how the customer intends to measure success with the product or service.
  3. Identify strategies for improving existing processes and initiatives with the product or service.
  4. Gather information about current usage, opportunities for improvement, and potential areas of expansion.
  5. Facilitate conversations about the customer's technology stack and explore opportunities for product integration.
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Tactical Considerations

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

  1. Identifying and establishing a need for improved efficiency and communication in order to better collaborate within their organization.
  2. 3.
  3. Constant tracking of their marketing performance, budget, and ROI.
  4. 4.
  5. Adjusting and/or recalibrating their marketing strategies in order to keep up with the competition in the finance industry.
  6. 5.
  7. Aligning their other departments (Operations, Sales, IT, etc.) to their ever-changing marketing needs.
  8. 6.
  9. Fostering client relationships and maintaining customer trust while still keeping up with their financial goals.
  10. 7.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Be sure to review and understand the customer’s industry and any specific industry jargon prior to the call.
  2. I suggest you research any specific solutions the customer may have implemented or be considering, and familiarize yourself with those solutions on the call.
  3. Tailor your introduction and subsequent conversation to the customer's goals, objectives, and challenges. Ask insightful questions and actively listen to their responses to establish trust and build a positive rapport.

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