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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. Organizational visibility: Providing executives a broad view of the organization, through tracking employee performance and visibility into workloads and tasks completed.
  2. Increased collaboration: Enabling team members to easily share information, collaborate, and delegate tasks to other team members.
  3. Improved performance management: Enhancing the ability of managers to review, evaluate, and analyze individual or team performance.
  4. Streamlined processes: Automating manual processes and increasing efficiency with pre-defined business processes.
  5. Enhanced customer experience: Allowing for faster response times and improved customer service management.
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Objectives & Key Results

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

  1. Identify where existing processes are inefficient and need improvement in order to increase productivity and minimize wasted effort
  2. Set objectives and key results to increase visibility and collaboration across the organization by streamlining and creating secure sharing processes
  3. Identify areas where automation could be used to free up employees’ time for higher value tasks
  4. Identify creative data integration solutions that allow Sales teams to quickly access and analyze sales performance
  5. Suggest methods for improving customer experience and feedback systems for better insight into customer behavior
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Tactical Considerations

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

  1. Improving business processes to increase efficiency and decrease time to completition.
  2. Ensuring effective leadership and management skills are applied to move teams and projects along.
  3. Developing strategies to increase visibility into team performance and progress.
  4. Creating a culture that is both collaborative and inclusive, to foster strong interpersonal relationships amongst team members.
  5. Gaining insight from data to support sound, informed decision-making.
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Building Rapport

Suggestions for an effective first call and any future calls:

  1. Understand the customer's objectives - researching the customer, their industry, prior challenges & successes, and their day-to-day operations will help you understand their needs and wants.
  2. Review any prior learnings - reviewing past customer interactions, surveys or feedback can help you gauge their preferences for terminology, communication styles, collaboration preferences, and the level of customization required.
  3. Anticipate customer needs - review any previous customer success plans and actively listen to the customer during the call to identify needs that can be addressed with your product or services.

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