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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. Improve internal processes and workflow to reduce errors and inconsistency in their deliverables.
  2. Increase visibility into progress and KPIs for clients and cross-functional teams.
  3. Strengthen communication between customer-facing teams and internal departments.
  4. Enable accessible and consistent tracking and reporting of project timelines.
  5. Improve data accuracy and data collection processes.
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Objectives & Key Results

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

  1. Gain a clear understanding of the customer's current user adoption of the product and any opportunities to improve.
  2. Understand the customer's overall goals and objectives in using the product to ensure an effective implementation.
  3. Identify any gaps in the customer's current use of the product and devise plans to fill them.
  4. Identify any issues with the customer's current implementation process that could be improved or updated.
  5. Clearly communicate expected outcomes and key results that can be achieved utilizing the product.
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Tactical Considerations

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

  1. Compliance and Risk Management: ensuring data and customer information is securely stored and handled according to the company's data protection regulations and industry compliance standards.
  2. Organizational Transparency: creating a secure, clear and robust organizational structure for managing operational workflows and adopting consistent processes across the organization.
  3. Data Analysis/Business Intelligence: extracting, collating and transforming large amounts of data into complete sets of valuable information that can be used to identify trends and build solutions.
  4. Accountability: improving team accountability and collaboration by tracking project progress and incentives.
  5. Process Improvement: Modeling automated processes to streamline mundane tasks and deliver a more efficient organization.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Do your research on the customer's business and industry. By having a thorough understanding of their business, you are better equipped to have a more astute conversation with the VP-Level.
  2. Listen attentively and be responsive to the customer’s story. Ask thoughtful questions to gain a better understanding of how the company addresses management consulting needs.
  3. Take a collaborative approach with the customer. Let them know that your success is linked to helping them find the best solutions with the greatest impact on their company.

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