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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. Training new users and staff on the CRM software, especially as it relates to sales productivity.
  2. Improving data accuracy and preventing redundant and duplicate data entry.
  3. Improving user adoption and increasing efficiency in the sales process.
  4. Increasing productivity by automating and streamlining back-office sales functions such as order processing, invoicing, and payment tracking.
  5. Leverage customer intelligence and real-time analytics, to drive insights into customer buying trends and maximize revenue growth.
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Objectives & Key Results

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

  1. Understand the current ecosystem of the customer organization, including their current products, processes, and infrastructure.
  2. Research their internal needs and pains that our software can help solve.
  3. Familiarize myself with their customer success and sales team to build rapport and trust
  4. Establish clear objectives and key results with the customer that the software can help them achieve.
  5. Identify areas for collaboration and improvement with the customer that the software can help support.
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Tactical Considerations

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

  1. Sales performance management and tracking
  2. Prioritization and resource management of customer accounts
  3. Increasing speed of workforce onboarding and training
  4. Implementation and integration of new customer CRM systems
  5. Data integration, data compliance, and data governance
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your research. Read through the company website, their blog, and any customer reviews. Be familiar with their products and services. Understand their goals and challenges. This will help you customize your conversation to their needs.
  2. Create an agenda. Let your customer know you plan to cover a few key topics in a certain amount of time. Have a list of questions prepared that will help you gain insight into their needs.
  3. Be friendly and show empathy. Building rapport is key to a successful relationship. Start the conversation off by getting to know each other and sharing your approach to success. Display an understanding of their challenges.

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