Implementation

4 - Standardizing + Automating Processes Series
Congratulations on completing the Leveraging Customer Insights series! Now that you have an understanding of how data works in Catalyst, you can begin working on standardizing and automating processes for your team. Through the use of Catalyst playbooks, templates, and reporting you can enable your team to take a proactive…
Getting Started Series
We’re excited to partner with you on implementing Catalyst! Prior to building in Catalyst, this series will guide you through the Catalyst implementation methodology to establish a framework for Catalyst builds. At Catalyst, a successful implementation is first going to consist of aligning on the key outcomes you’re…
TEMPLATE | POST-IMPLEMENTATION SURVEY
Utilize this email template to link a survey and get valuable feedback on your Implementation process Related support articles: Creating email templates Related Build Resources: PLAYBOOK | EMAILS WITH SURVEYS Approximate build time: 5 minutes Subject Congrats on launching Catalyst 🙌 It’s time to weigh in Body Hi Contact:…
📖 IMPLEMENTATION TABLE OF CONTENTS 📖
Let's gooooo! 🎉 We're so pumped to have the opportunity to partner with you and your team. This post is your one-stop-shop for your Catalyst implementation. For ease, efficiency, and getting you to value as quickly as possible, we've structured your implementation into eight sequential milestones each with their own posts…
1.1 | CATALYST IMPLEMENTATION METHODOLOGY
TIME INVESTMENT: 5 min We’re excited to partner with you on implementing Catalyst. Prior to building in Catalyst, this resource will guide you through the Catalyst implementation methodology to establish a framework for Catalyst builds. At Catalyst, a successful implementation is first going to consist of aligning on the…
1.2 | BUILD SCOPING
TIME INVESTMENT: 7 min With an understanding of Catalyst implementation methodology, you can now begin to plan the scope for your v1 build. Your CS goals are going to play a critical role in build scoping as they will help you remain focused and prioritize what’s most critical to you to drive the highest priority business…
1.3 | PLATFORM MANAGEMENT + MATURATION
TIME INVESTMENT: 3 min Now that your build plan is in place, there are a few areas to keep in mind while building your v1 instance that will set you up for success long-term. By establishing a plan for feedback, regular instance audits, and ideas for enhancement you’ll continue to ensure your team is maximizing their value…
1.4 | PROJECT PLAN + RESOURCES
TIME INVESTMENT: 4 min Through the Catalyst Community, you have access to modules that walk you through everything from integrations all the way through initial adoption strategies. The onboarding series will walk you through each of those steps, but an additional project plan / framework is also provided here! The video…
2.1 | CENTRALIZING CUSTOMER DATA
TIME INVESTMENT: 5 min Our customers come with a wide range of needs; but at the root of it all, the key requirement is the need to capture context-rich information as structured and digestible data that can be easily consumed by the rest of the business. Through integrations with Salesforce, Data Warehouses, and ticketing…
3.1 | LAYOUT METHODOLOGY
TIME INVESTMENT: 3 min Nice work on centralizing your customer data through Catalyst’s integrations! Now that your data is in Catalyst, you can begin to build segments and layouts to drive action and generate insights to manage customers and drive retention. The video below will guide you through: Segments and layouts, the…
3.2 | V1 BUILD FUNDAMENTALS
TIME INVESTMENT: 2 min With an understanding of how segments and layouts empower you to identify and action on customer insights, it’s important to set the scope for the layouts in your v1 build. The video below will guide you through: MVP layout builds to have in your instance at a minimum to launch successfully…
3.3 | ACCOUNT OVERVIEW LAYOUT DEMO
TIME INVESTMENT: 4 min The account overview layout is a required layout for your v1 build and central to your team being able to quickly prepare for and effectively conduct customer calls. In one place, you can highlight key data related to accounts like main contacts, upcoming renewal opportunity records, open case…
3.5 | LEADERSHIP HOME LAYOUT DEMO
TIME INVESTMENT: 2 min The Leadership Home layout is a required layout for your v1 build and central to your CSMs being able to effectively manage their book and drive progress against your team objectives. This layout will serve as a command center for your CSMs to identify where they need to prioritize their day and take…
3.6 | LAYOUT TEMPLATES AND RESOURCES
TIME INVESTMENT: 1 min Layouts present a world of possibilities for visualizing and working with your customer data. For an idea of the art of the possible, we have a variety of layout templates collected here! The video below will guide you through: Build ideas available in the Catalyst Community Technical Support…
4.1 | WORKFLOW OVERVIEW
TIME INVESTMENT: 5 min Congratulations on completing the Leveraging Customer Insights modules! Now that you have an understanding of how data works in Catalyst, you can begin working on standardizing and automating processes for your team. Through the use of Catalyst playbooks, templates, and reporting you can enable your…
4.2 | SCOPING YOUR WORKFLOW BUILDS
TIME INVESTMENT: 5 min Through the use of Catalyst playbooks, templates, and reporting you can enable your team to take a proactive position with customers and streamline common processes. With this powerful functionality, it's important to prioritize your most impactful workflows for your v1 build and approach tasks in a…
5 | CUSTOMER JOURNEY MANAGEMENT
TIME INVESTMENT: 15 minutes The customer journey puts each customer on a distinct path to success and creates focus for the CSM, with clearly defined goals and milestones. Catalyst’s Journey Builder is an actionable tool that provides your team with the guidance to achieve these goals and the flexibility to adjust and…
6 | CUSTOMER HEALTH SCORING
TIME INVESTMENT: 11 minutes With Weighted Health Scores in Catalyst, you can create more complex and customized health scores tailored to your specific business needs, with the ability to update your health score with ease based on new business priorities! This post will guide you through an overview of health scoring in…
7.1 | LAUNCH REQUIREMENTS
TIME INVESTMENT: 1 min First off, congratulations on finalizing your v1 build! You’ve done an excellent job in building out an instance that supports your team in centralizing their customer data, standardizing and automating processes, and managing the customer journey and health The video below will guide you through:…
7.2 | LAUNCH COMMUNICATIONS
TIME INVESTMENT: 3 min To support your launch, Catalyst provides three resources for launching to your team: pre- and post-launch communication templates, a template launch deck, and a glossary of Catalyst terms and shortcuts. The video below will guide you through: Pre- and Post-launch communication templates to introduce…
7.3 | IN-APP RESOURCES
TIME INVESTMENT: 1 min To support your launch and initial adoption, Catalyst provides a variety of in-app resources. The video below will guide you through: New User Guide In-App Support Help Center HAVE QUESTIONS? Feel free to comment on this post! NEXT STEPS Next, please review our recommendations for Change Management…
7.4 | CHANGE MANAGEMENT
TIME INVESTMENT: 1 min Once you have a successful launch call, it’s important to continue the momentum with focus around initial adoption efforts. The video below will guide you through three initial adoption strategies: Leverage Catalyst layouts in 1:1s Use Catalyst layouts in team meetings Facilitate a competition or…
7.5 | ADMIN ITEMS
TIME INVESTMENT: 1 min For a successful launch, there are a few admin items to round out your preparation. The video below will guide you through: Schedule your launch call Set up a Slack channel for Q&A Set up a shared feedback form for initial user feedback Provision your new users ADDITIONAL RESOURCES User provisioning…
8 | ADOPTION STRATEGIES
TIME INVESTMENT: 2 minutes Congratulations on launching Catalyst out to your CS Team! Now that you’ve launched, you're probably wondering what your next steps are. The great news is that your growth with Catalyst is just beginning! The video below will guide you through: Initial adoption strategies to create Catalyst…

Implementation

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