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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.

Right arrow iconPriorities & Pain Points
Right arrow iconObjective & Key Results
Right arrow iconTactical Considerations
Right arrow iconBuilding Rapport
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Pain Points & Priorities

Based on your inputs, these are pain points your customer may be experiencing:

  1. Help improve organizational dynamics, by managing workloads, resolving any disputes that may arise, and coordinating new initiatives.
  2. Create and communicate policies and procedures, as well as help guide the organization’s evolution in response to changes in technology, customer needs, or market demands.
  3. Manage and monitor the customer support system and ensure customer inquiries and complaints are responded to in a timely manner.
  4. Track and analyze key performance indicators (KPIs), and ensure that customer and employee satisfaction is monitored.
  5. Promote the use of the company’s HR Software by motivating customer adoption and increasing user engagement.
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Objectives & Key Results

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

  1. Understand areas of customer’s current pain points and how our product might address them
  2. Identify the customer’s goal(s) for using our product and how it supports their larger objectives
  3. Discover customer’s current performance level relative to industry peers
  4. Outline expectations and explore opportunities to show results within the first 90 days
  5. Analyze customer’s current workflow and uncover process/automation opportunities to improve efficiency
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Tactical Considerations

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

  1. How to support team members efficiently and effectively
  2. What technology processes to use in order to increase productivity
  3. What tactics to deploy in order to keep the team up to date on objectives and initiatives
  4. Execution of long-term strategy to achieve desired performance metrics
  5. Whether to prioritize immediate projects and use external resources for additional projects
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Research the customer by looking into their company details, industry, and organizational hierarchy. Understanding their background and industry helps inform my approach to the call.
  2. Review previous call notes, emails, and any other communication I’ve had with them in order to build a clear picture of their goals and challenges.
  3. Identify common interests and pain points to foster a personal connection that can strengthen the relationship and make the customer feel comfortable from the start.

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