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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. Driving user engagement across the organization with proper onboarding and training.
  2. Ensuring data accuracy and integrity amongst multiple departments and teams.
  3. Enabling the customer to maximize their return on investment in the software.
  4. Creating a workflow of easily measureable metrics to monitor user progress in the software.
  5. Creating robust and reliable support systems for users who are experiencing difficulties with the software.
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Objectives & Key Results

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

  1. Determine the customer’s current challenges and the areas where they may need help.
  2. Understand the customer’s company goals and how they may be impacted by our B2B software.
  3. Discuss how our B2B software can help the customer improve their productivity, collaboration, and visibility.
  4. Identify the customer’s expectations and assess whether they can be met with our B2B software.
  5. Develop a plan for the customer to increase their success with our B2B software.
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Tactical Considerations

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

  1. Making sure the onboarding process is as smooth as possible for new customers.
  2. Increasing collaboration among departments and teams.
  3. Improving workflow to ensure that projects are organized and accomplished efficiently.
  4. Developing user engagement strategies to ensure users stay interested and up-to-date with the software.
  5. Monitoring customer feedback and using it to fix defects and trouble spots.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Understand the customer's current context: Identify the customer's challenges and goals within the software industry and the company's size, before the call.
  2. Research the customer’s background and products: Invest time in researching the customer's company and products to understand where they are coming from.
  3. Be Personable: Get to know the customer as an individual and show empathy and interest in their needs.

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