-
"Escalation Review" Account Layout
Account Layouts can serve a number of different use cases, but one that is often overlooked is purpose built views that allow users to dive into a specific aspect of the customer to focus the conversation at hand. On these record specific layouts, you are likely leaning on Fields modules to pull in the most relevant data…
-
Were other Catalyst customers experiencing performance issues over the last month (6/25 to now)?
Issue 1: Data Load Performance, Reported on 6/25 Users are not seeing any data in Catalyst. Symptoms: Every Segment is showing spinning wheel , then "Please add more filters, dataset is too large to query" is displayed on all segments Issue 2: Slowness issue, Reported at 7/8 (maybe related to use of new Customer Hub…
-
LAYOUT | BOOK OF BUSINESS REVIEW
Difficulty Level: Walk Time Investment: 15 minutes The Book of Business Review layout is specifically designed to see a summary of revenue, forecast, health, opportunity, journey, adoption, and activity for multiple accounts so that you can assess risk/potential, and answer questions quickly, without having to rely on…
-
Success Plan & EBR Workflow: Account Layout
One great way to use an account layout is to build a view that can provide a CSM a clean view for a specific customer to not only help them structure their thoughts, but can also double as a shared screen during meetings with those customers! Template seen in: Success Plan & EBR Workflow Related Support Articles: Flexible…
-
LAYOUT | CSM HOME
Difficulty Level: Walk Time Investment: 20 minutes Likely one of the first layouts you'll want to build in your instance, the CSM Home layout gives your team a place to start their day. We've built this layout to mimic the Book of Business Review layout so that your team can update the fields leadership needs. But we also…
-
🤔 Monday Moments | Using Gong to track Engagement and Adoption
Time Commitment: 5 min If you are already bringing Gong info into Catalyst via an Additional Object, you can use that data to track your team's engagement with customers AND adoption of Catalyst. 🛑 If your company uses Gong but that data doesn't live in Catalyst yet, start here 👇 If you already have the Gong Additonal…
-
🤔 Monday Moments | Grouping subtasks in layout modules
Difficulty Level: Crawl Time: 2 min This week's Monday Moment shows you how to group subtasks in your layout modules. This will help reduce task fatigue and allow you to quickly track progress on a plan! HAVE QUESTIONS? Have a question about this workflow or something mentioned in the video? If you have a question, it’s…
-
🏈 Game Ready | BoB Review w/ Rob Asscherick
Time Commitment: 30 minutes Game film includes: The stair-step approach to continuous value delivery Using the BoB Review layout to ensure value delivery Questions to make the most of BoB review 1:1s 👉Rob's question guide to run a successful weekly BoB Review👈 👉 CSM's Home layout reviewed at the end of the webinar 👈 Have…
-
🤔 Monday Moments | Section Dividers vs Module Groups
Difficulty Level: Crawl Time: 2 min While both are used primarily for aesthetics here are the key differences between section dividers and module groups HAVE QUESTIONS? Have a question about this workflow or something mentioned in the video? If you have a question, it’s likely someone else does too. Comment on this post…
-
🤔 Monday Moments | Activity Feed Filters
Difficulty Level: Crawl Time: 2 min Filter the Activity feed on an account page to show specific details OR create an Activity feed module that highlights just what your team needs! HAVE QUESTIONS? Have a question about this workflow or something mentioned in the video? If you have a question, it’s likely someone else does…
-
LAYOUT| FORECAST & REVENUE LAYOUT
Difficulty Level: Walk Time Investment: 40 minutes As a leader, you are accountable for revenue retention & growth on a book of business, and you want a detailed breakdown of our renewal and expansion forecast. This layout will allow you to communicate revenue predictability to the business and make fast decisions to…
-
What is the best way to filter reports by parent accounts vs child accounts?
When building layouts, I'm trying to filter a book of business report for each CSM by parent accounts only, and display rolled up totals of different data sets in those reports. Does anyone have advice on how to do this?
-
🏀 Game Ready | Forecast & Revenue with Gloria Liou
Time Commitment: 30 minutes Game film includes: Breakdown of how internal stakeholders can get data quickly Pipeline updates Board meeting critical info How frontline leaders can simplify meetings Renewal meetings Pipeline review with CSM/RM Have questions about something mentioned in the video? If you have a question,…
-
How do I rollup Zendesk CSAT into a dashboard?
We are gathering customer feedback from Zendesk tickets and it looks like ticket csat response comes through in Catalyst. Is there a way for me to make a dashboard: On the account level-- so I can see average of zendesk responses over time for a particular account On a global level-- all zendesk responses over time…
-
LAYOUT | 🔋 CSM CAPACITY PLANNING
Difficulty Level: Walk Time Investment: 10 minutes As a CS Leader, you need to be able to assign accounts to your team in a way that plays to each CSM's strengths and doesn't overload any one team member. The layout below will: Help you assign accounts to CSMs making sure that books stay balanced The CSM Assignment…
-
PLAYBOOK | CSM ASSIGNMENT
Difficulty Level: Crawl Time Investment: 5 minutes This playbook will allow will kick off the workflow for assigning CSMs to newly assigned accounts. From there, you can use the CSM Capacity Manager layout to view current books and decide on assignments. Since there is only one task to this playbook, I've skipped the video…
-
LAYOUT | LEADERSHIP SUMMARY ACCOUNT LAYOUT
Difficulty Level: Walk Time Investment: 40 minutes The Account Leadership Summary layout is built specifically to give get an executive overview of an account in a single Layout. The video below will guide you through: Allow leadership to self-serve information about accounts without asking a team member, saving the CS…
-
How to see who assigned a task in Layout view
Hi Catalyst Community, Our Customer Success team works in Pods so people can share accounts and they all share the same accounts. For instance, if we wanted to create a Layout where every member of the Pod had access to it - is there a way where they can see who assigned them a task? Let's say one member want to see if…
-
LAYOUT | AT RISK LAYOUT & PLAYBOOK
Difficulty Level: Walk Time Investment: 40 minutes The At-Risk Layout and Playbook are built specifically to give you an immediate notification to understand why customers are at-risk, the next steps, and understand which de-risking plays have/have not been successful so that you reduce the likelihood of the customer…
-
BUILD WORKSHOP | OVERVIEW
Time Investment: 5 minutes The video below will guide you through: What this Workshop series is Why we decided to do it The 4 Core Impact Layouts every Catalyst customer should have (see links below) Core CLG Layouts Forecast and Revenue Layout Book of Business Layout At Risk Layout & Playbook Leadership Summary [Account]…
-
TEMPLATE | PRODUCTIVITY LAYOUT
Get a pulse on how your team is investing their valuable time to ensure it’s aligned to the highest impact engagements that will result in driving revenue retention and growth from your customers. Related support articles: Creating Layouts Related Build Resources: LAYOUT | TEAM PRODUCTIVITY Approximate build time: 25…
-
LAYOUT | TEAM PRODUCTIVITY
Difficulty level: Walk Time Investment: 30 minutes Get a pulse on how your team is investing their valuable time to ensure it’s aligned to the highest impact engagements that will result in driving revenue retention and growth from your customers. You have the ability to tailor this dashboard to be as broad or granular as…
-
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…
-
Building and tracking save plays to reduce churn
In a recent customer survey, our customers marked building and tracking save plays as a top priority over the next quarter. Customer escalation and save plays come in many shapes and sizes, but I wanted to highlight a workflow we use internally at Catalyst to ensure there is visibility on customers marked "at-risk." This…
-
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…