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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. Repetitive Manual Tasks: Automate processes and tasks to increase efficiency and allow more time for project-based work.
  2. Employee Collaboration: Implement collaborative tools that give employees the ability to work together remotely and promote a sense of teamwork while sharing resources.
  3. Data Visibility: Create visibility into tasks and progress across teams to keep everyone on the same page and aware of their potential impact on the overall goal.
  4. Secure Storage: Ensure that confidential data is stored securely and is accessible only to authorized users.
  5. Prioritization of Projects: Develop a system of project prioritization to clearly outline the most important initiatives and their corresponding timelines.
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Objectives & Key Results

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

  1. Research the customer's business, industry landscape, and challenges to identify areas of potential collaboration and improvement.
  2. Analyze the customer's current processes, tools, methodologies, and visibility to gain an understanding of their needs.
  3. Explore customer success stories of similar companies in similar industries to get an idea of the type of solution that could benefit the customer.
  4. Define clear objectives and measurable key results that align with the customer's desired outcomes in order to track the success of the implementation.
  5. Identify possible areas of friction that could impede the success of the implementation, and develop a plan to minimize potential issues.
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Tactical Considerations

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

  1. Tactically, the customer likely has needs around helpful product features, seamless integrations, and timely customer service.
  2. Strategically, the customer may also need to measure ROI, generate new sources of revenue, and improve organizational collaboration and visibility.
  3. Tactically, the customer may experience process improvements, accelerated customer onboarding, and heightened user experiences.
  4. Strategically, the customer may need to anticipate customer needs, identify gaps in the services being provided, and focus on product innovation.
  5. Tactically, the customer may need ongoing user training, streamlined deployment, and user engagement activities.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company and their competitors to gain insight into their league and the industry as a whole
  2. Gather customer information - their goals, needs and challenges - to get a better understanding of how the product fits into the customer’s environment.
  3. Establish rapport by going over the customer’s background, successes, products, and contributions to the industry.

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