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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. High demand from end users and need for quick resolution to issues.
  2. Ensuring stakeholders are provided with the appropriate resources to ensure their success.
  3. Implementing and enforcing best practices guidelines for productivity.
  4. Expanding capacity and scalability of existing solutions.
  5. Finding innovative ways to enhance usability and engagement with the system.
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Objectives & Key Results

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

  1. Identify the main points of friction within the organization and draft strategies for implementing solutions to overcome them.
  2. Create a customized plan for implementing and getting buy-in from internal stakeholders.
  3. Develop a communication protocol to ensure that customers are receiving updates and messages in a timely manner.
  4. Develop strategies for increasing customer engagement and facilitating collaboration.
  5. Identify areas in which the visibility of the company’s services and processes can be increased.
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Tactical Considerations

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

  1. Ensuring the organization's technology aligns with strategy goals
  2. Finding ways to automate processes and reduce manual labour
  3. Increasing organizational visibility by creating strong dashboards
  4. Improving internal communication and collaboration
  5. Mitigating risk and ensuring compliance with industry regulations
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your research - Make sure you take the time to research the customer's industry, their customer base, and their product offering.
  2. Be mindful of their goals - Ask questions to better understand the objectives and challenges my customer is trying to address with their business.
  3. Be a good listener - Allow your customer the opportunity to express their wants and needs, being sure to explain any new terms or concepts that may be unfamiliar to them.

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