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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. Improving the user experience of the software so employees can use it more efficiently and effectively.
  2. Exploring ways to further automate processes to reduce manual tasks and increase productivity and accuracy.
  3. Prioritizing features on their roadmap to help provide maximum value for employees.
  4. Ensuring users have access to the right training and resources to be confident in using the software.
  5. Identifying areas where the software can integrate with other tools or applications to increase visibility and collaboration.
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Objectives & Key Results

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

  1. Understand their current business goals and identify synergies between our solutions and their long-term goals.
  2. Gain clarity on how our product fits into the customer’s business processes, and how it can help improve them.
  3. Assess the customer's existing knowledge and skills related to using our product.
  4. Assess customer's needs and expectations and create objectives with key results to ensure satisfaction is achieved.
  5. Discuss the customer's success measures and suggest additional ways to track success.
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Tactical Considerations

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

  1. Reviewing the current processes of the organization, identifying gaps or discrepancies in data management, insights and visibility.
  2. Proactively anticipating customer needs and proactively providing solutions to help the organization maximize efficiency.
  3. Analyzing customer data and metrics, helping to identify challenges and vulnerabilities, and providing solutions to mitigate them.
  4. Discovering ways to better monitor customers’ satisfaction, performance, and engagement with the software.
  5. Creating strategic initiatives to help customers succeed; including providing customer support training, scaling to meet customer demands, and expanding and adapting customer implementations.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the company, their industry, and the challenges they are likely to encounter with their product.
  2. Set the tone for the call by asking thoughtful questions about their organizational culture and goals.
  3. Share useful resources or success stories from customers in similar industry and with similar goals to demonstrate the value you can bring to their organization.

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