Crawl

TEMPLATE | NEW CHAMPION EMAIL
Difficulty Level: Crawl Time Investment: 10 minutes Letting your customer know that change is hard, and that you're available to help support the transition from one champion to the next helps show the value of not only your product but you as partner. The template below will: Serve as the communication to let your…
TEMPLATE | NEW CHAMPION TASK
Difficulty Level: Crawl Time Investment: 10 minutes Standardizing the escalation process for when a champion leaves one of your customers will ensure that your team is staying on top of turnover and helping retain your customer during times of transition. The template below will: Serve as the first step in our Catalyst x…
Catalyst 101 for End-Users
Wanna see it live and ask questions?? → Check here for the next live session Difficulty Level: Walk Time Investment: 30 minutes Watch as we show you a day in the life of a Catalyst-powered CSM and how to:Prioritize tasks and prepare for meetings with your home dashboard Update renewal/expansion opportunities Learn how to…
FIELDS | REFERENCEABLE CONTACT 🤝
Difficulty Level: Crawl Time Investment: 5 minutes Your CS team is creating raving fans of your product every day, but that doesn't help you or your marketing and sales teams if you don't have a way to identify them. The instructions below will: Show you how to import this field from Salesforce Create this field locally in…
TEMPLATE | SALES TO CS HANDOFF 🤝
Difficulty Level: Crawl Time Investment: 15 minutes The foundation of your customer's success in implementation and future adoption starts with a reliable transfer of information from Sales to CS. This helps your IM and CS team clearly understand the customer's expectations and goals. The template below will: Use the…
PLAYBOOKS | RENEWAL REMINDER EMAIL
Difficulty Level: Crawl Time Investment: 5 minutes If there is one thing every CS team is looking for is more time ⏳. Writing the same email to each individual customer is the time suck of all time sucks. That’s why it’s important to have a way to automate repeatable emails to your customers. The video below will guide you…
TEMPLATE | RENEWAL REMINDER EMAIL
Utilize this email template to kickoff the conversation around renewals at least 120 days prior to your customer's renewal date Related support articles: Creating email templates Related Build Resources: PLAYBOOK | RENEWAL REMINDER EMAIL Approximate build time: 5 minutes Subject: Account: Name 's upcoming Catalyst Renewal…
JOURNEY BUILDER | INITIAL BUILD/SINGLE JOURNEY
Difficulty Level: Crawl Time Investment: 20 minutes The Journey Builder allows you to operationalize the way that an account successfully moves through your product or services. This allows you to clearly define the ideal way for the account to transition through a maturity model and the goals/ outcomes that should be…
CONTACT MANAGEMENT | MANUAL CONTACT CREATION
Difficulty Level: Crawl Time Investment: 5 minutes Contact management can be hard to keep up with - especially as you have new stakeholders joining your accounts. You need to ensure their details are accurately reflected, and that the contact profile can be used immediately. The video below will guide you through: Contact…
PLAYBOOK | EMAILS WITH SURVEYS
Difficulty Level: Crawl Time Investment: 15 minutes Feedback is so important to every organization's growth and direction. Sending surveys can be incredibly easy and automated in Catalyst. The video below will guide you through: Playbook creation and entry conditions: how to create a playbook and use the right object to…
WEIGHTED HEALTH SCORE | CSM SENTIMENT
Difficulty Level: Crawl Time Investment: 20 minutes If you are new to building a health score, visibility of the CSM Sentiment is a great place to begin. As the account relationship owner, the CSM is usually the most in touch with the client relationship. Having the CSM regularly update the sentiment for Health can help…
Our Recommended Catalyst MVP!
Building in Catalyst can sometimes get a bit overwhelming. There are a lot of customizations and flexibility with how you can build a specific process and admins can sometimes get paralyzed by over analysis of what is the best way to build. We've included a quick set of rules to remember when building in Catalyst here, but…
Renewal Workflow: Opportunity, Note Fields
Every process begins with the fields you want to track. These fields will power your segments and layouts, and can enable you to kick off playbooks to assign tasks or even send emails directly to your contacts. Template seen in: Renewal Workflow Related support articles: Creating New Fields Approximate build time: 5…
🎉 Closed Renewal/Expansion Note Template
Note templates can be really handy with sharing customer stories with the rest of the organization. This is an opportunity to have notes sent directly to a public Slack channel, where a lot of work happens. It's important that these notes are written with the rest of the organization in mind prior to publishing the note.…
Success Plan Task Templates
Think of Task Templates as a way to build a library of repeatable action plans. Any member or admin in Catalyst can create Task Templates to sit in your Templates library, showcase on layouts that may be focused around preparation and ideation, or pull into a playbook to drive automation. Templates seen in: Success Plan &…
EBR Prep Task Template
Think of Task Templates as a way to build a library of repeatable action plans. Any member or admin in Catalyst can create Task Templates to sit in your Templates library, showcase on layouts that may be focused around preparation and ideation, or pull into a playbook to drive automation. Templates seen in: Success Plan &…
QBR/EBR Note Template
Catalyst has pre-built note templates created in your instance and one of those is a QBR note template to help you kick off the development process. The below example shows a few adjustments to that QBR template! Template seen in: Success Plan & EBR Workflow Related support articles: Note Templates Note Fields Slash Field…
Success Plan & EBR Fields
Every process begins with the fields you want to track. These fields will power your segments and layouts, and can enable you to kick off playbooks to assign tasks or even send emails directly to your contacts. Template seen in: Success Plan & EBR Workflow Related support articles: Creating New Fields Approximate build…
Account Overview Layout Template
One of the main use cases for Catalyst is to develop an overview page that allows any one in the organization to understand how a customer is doing at a glance. Making this layout easy to understand and not overwhelming is key to minimizing the amount of questions your CSMs get on a daily basis. You can also use this as a…
Contact Management Workflow: Segments
Segments are at the heart of every layout and ensure teams are looking at and updating the right data points. Note that segments can be built and reused across multiple workflows! Templates seen in: Contact Management Workflow Related Support Articles: Segments Data Tab Overview Explore - Segment Creation Library - Segment…
Customer Meeting Note Template
Having a standard customer meeting note template is the foundation of ensuring your customer facing teams are tracking and keeping the same fields up to date. By including at least 1 Account, Contact, and Opportunity field, it requires users to add at least one of each to their notes, which is best practice! Template seen…
Contact Management Workflow: Fields
Every process begins with the fields you want to track. These fields will power your segments and layouts, and can enable you to kick off playbooks to assign tasks or even send emails directly to your contacts. Template seen in: Contact Management Workflow Related support articles: Creating New Fields Approximate build…
Save Play Task Templates
Think of Task Templates as a way to build a library of repeatable action plans. Any member or admin in Catalyst can create Task Templates to sit in your Templates library, showcase on layouts that may be focused around preparation and ideation, or pull into a playbook to drive automation. Templates seen in: Customer…
Initial Escalation Note Template
Difficulty Level: Crawl Time Investment: 5 minutes Leveraging Note Templates as a kick off to a workflow is a common practice, as most CS professionals live by their notes and with Catalyst, you can update account, contact, and opportunity fields directly in those notes. With that, you can then kick off playbooks triggered…

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