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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. Time Management. Working with multiple stakeholders and teams to ensure users have access to the right tools, resources and visibility at the right time.
  2. Data Security. Ensuring the customer's data remains secure and protected from potential external threats.
  3. Collaboration. Developing creative, engaging and meaningful ways for teams to work together and interact with stakeholders.
  4. Process Improvement. Identifying and removing redundancies, inconsistencies, and inefficiencies.
  5. Data Quality. Making use of customer data to improve insights and decision-making, while ensuring accuracy, completeness, and timeliness.
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Objectives & Key Results

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

  1. Objective: Understand how the customer utilizes technology in their day-to-day work and how it may be improved. Key Result: Identify key areas of potential product improvement.
  2. Objective: Identify the customer's needs in terms of productivity, collaboration & visibility. Key Result: Develop an understanding of the customer’s business objectives and challenges.
  3. Objective: Uncover how the customer's team is using (or not using) the product or specific features. Key Result: Gather feedback from users on how to optimize usage and ROI.
  4. Objective: Offer solutions for collaboration, productivity, and visibility improvements. Key Result: Create tailored solutions to address customer-specific challenges.
  5. Objective: Develop a strong working relationship with the customer. Key Result: Create a plan for continued, mutually-beneficial collaboration.
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Tactical Considerations

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

  1. Reducing customer support overhead to allow for cost savings.
  2. Commitment to improve productivity and ensure maximum efficiency.
  3. Proactively staying ahead of customer service needs.
  4. Improving customer acquisition, activation, retention, and overall satisfaction.
  5. Seamless collaboration between team members across multiple geographical locations.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer’s business and industry to gain an understanding of their unique challenges. Consider the customer’s size and the services they provide, as well as current trends, customer needs and changes in the industry.
  2. Ask open-ended questions to better understand the customer’s goals, objectives, and desired outcomes from our product or service.
  3. Share a few relevant case studies or success stories to demonstrate how other customers have used our product to solve similar problems. This will help to validate their decision to purchase our product or service.

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