Retention

"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…
Tracking NRR
Hey there, I'm hoping I can get some tips and advice! I'm a fairly basic user of Catalyst however now trying to utilise it a bit better of late and looking to implement monthly NRR tracking. Wondering if anyone could please share how they are currently tracking this and best practices around setting this up? Thanks! 😁
PLAYBOOK | RENEWAL EMAIL FOLLOW UP BASED ON ACTION
This post was updated Feb '24 Difficulty Level: Walk Time Investment: 10 minutes We’re going to continue with the always-important theme of renewals and show you how to follow up on your initial renewal email automatically with a playbook. The benefit of this feature is that it helps CSMs be proactive with follow-ups…
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…
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…
💎 CATALYST CHAMPION TRACKING x USERGEMS 💎
Difficulty Level: Walk Time Investment: 10 minutes Champion departure is the #1 reason for churn, along with new Exec hires. Each year, 20% of the workforce changes jobs and this number only continues to climb in 2023. Catalyst’s Champion Tracking solution, powered by UserGems, enables teams to protect their #1 revenue…
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…
PLAYBOOK OBJECTIVES | 📣 Release Overview
⚡️Introduction to Playbook Objectives Playbook Objectives is yet another feature enhancement, along with Playbook Insights, that the Product team at Catalyst has been hard at work on! 🎉 Let’s break down the benefits for your team! You can now measure the effectiveness of your playbooks with no manual work - simply set an…
TEMPLATE | RENEWAL KICKOFF DECK
Difficulty Level: Crawl Time Investment: 5 minutes There are many things that go into kicking off a successful renewal process. Standardizing this process can ensure that whether your CSM, RM, or AM is running the call, they have all the information they need. This is the deck we use at Catalyst, ENJOY!! Renewal Kickoff &…
TEMPLATE | RENEWAL - KICKOFF & PROPOSAL
Difficulty Level: Crawl Time Investment: 10 minutes There are many things that go into kicking off a successful renewal process. Standardizing this process can ensure that whether your CSM, RM or AM is running the call, they have all the information they need. The template below will: Provide your team with the necessary…
TEMPLATE | RECURRING SYNC 📆
Difficulty Level: Crawl Time Investment: 10 minutes Standardizing the way your team takes notes in their recurring sync will ensure that the correct information is being captured across CSMs and accounts. By doing this, everyone on your team can have a consistent picture of each client. The template below will: Provide…
PLAYBOOK | RENEWAL EMAIL BRANCHED BY SEGMENT
Difficulty Level: Run Time Investment: 25 minutes As your business grows and you scale out your CS team, segmenting your customers becomes increasingly important. We’re going to show you how to use our playbook sequencing to create one renewal reminder playbook that can send different messages to each of your segments. 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…
Renewal Workflow
Approximate time to build in Catalyst: 60 minutes Goal of building this workflow in Catalyst Consistently track renewals to on-time completion Ensure wins and learnings are shared across the organizations Improved renewals forecasting based on insights from CSMs and health scores Stronger relationships built based on value…
Customer Escalation 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: Customer Escalation Workflow Related support articles: Creating New Fields Approximate build…
Customer Escalation Workflow: Discovery Questions
At the end of the day, any change in workflow will require buy in from your key stakeholders, and the best way to do that is to build with them in mind. By spending time with each of your key groups up front, you'll have the opportunity to get buy-in early on, and ultimately ensure that the workflows you build in Catalyst…
Customer Escalation Playbooks
Playbooks are the automation engines within Catalyst. Use playbooks to kick off standard action plans or templates emails that are based on key data points about your customers and contacts. Template seen in: Customer Escalation workflow - using fields defined and task templates created to build the below playbooks Related…
Customer Escalation 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: Customer Escalation Workflow - include fields created and use these segments to build the right home and account layouts…
Customer Escalation Workflow Training Deck
Pre-built template: Link to make a copy Seen in: Customer Escalation Workflow Approximate time to update slides: 30 minutes Typical format of training decks: Goals of the Workflow Where We’re Coming From Expected Benefits Asks of You Resources Slide Previews: 📝 Have you used this template? What feedback do you have? Leave…
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…

Retention

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