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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…
How are you tracking Office Hours participation?
For those that are hosting weekly/monthly customer facing office hours - how are you tracking participation, if at all? A date field or something on contacts seems like the easiest option, but it isn't ideal because it will be overwritten with new data. We have access to Salesforce + campaigns but that seems like a heavier…
INSPIRATION REQUEST - How Do You Intake Customer Requests For Your Product Team?!
Team, Looking to improve the flow we currently have set up for funneling customer feedback and product requests to our product team using Catalyst. Current flow: 1) CSM fills out a Product Request note in Catalyst detailing the request and linking the call snippet 2) This note auto-flows into Slack channel, where product…
🚦Signals | Walkthrough with PM Julia Rudansky
Time Commitment: 45 min We are in the middle of a monumental shift in thinking about how companies increase revenue. ARR from net new business is down across all company sizes over the last 3 years. But the ray of sunshine in that dark cloud is that Expansion revenue is on the rise🚀 💸 This is the beginning of CLG -…
Renewal Reminder Playbook
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: Renewals Playbook Related Support Articles: Playbooks Overview Playbook Task Actions Playbook Email Templates…
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…
PLAYBOOK | NPS SURVEY FOLLOW UP
Difficulty Level: Run Time Investment: 45 minutes We know how important feedback is, and it’s equally important to those sending feedback to feel heard. Follow-up via automation can ensure your customers keep providing feedback. The video below will guide you through: Creating a survey feedback follow-up playbook Branching…
DATA | PRODUCT USAGE BEST PRACTICES
Difficulty Level: Run Time Investment: 30 minutes Product Usage Data can be a clear indicator of how much value is being generated from our product or services. The ability to capture this data and use it in an effective and meaningful way is critical. Once you have integrated your product usage data into Catalyst, there…
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…
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:…
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…
WEIGHTED HEALTH SCORE | PRODUCT USAGE DATA
Difficulty Level: Walk Time Investment: 30 minutes Product usage data is a valuable addition to your health score. Low product adoption can be a clear indicator that an account has gone off track. Greater than expected adoption could indicate an opportunity to drive revenue growth from your customers and/or mobilize them…
NOTE | KICKOFF MEETING
Difficulty Level: Crawl Time Investment: 20 minutes Building a solid relationship and an understanding of your customer’s needs upfront is critical to ensuring their long-term success as a customer of yours. A dedicated note template for kickoff meetings enables you to prescribe, at scale, a consistent kick-off experience…
PLAYBOOK | MANUALLY TRIGGERED INTRO/WELCOME EMAIL
Difficulty Level: Crawl Time Investment: 25 minutes Ensure a consistent customer experience and zero manual overhead on your team through playbook automation! An awesome use case is to introduce CSMs to their new accounts with the help of playbook emails. The instructions below will guide you through: Identifying a…
PLAYBOOK | SFDC TRIGGERED INTRO/WELCOME EMAIL
Difficulty Level: Walk Time Investment: 10 minutes Ensure a consistent customer experience through playbook automation! Introduce CSMs to their new accounts with the help of playbook emails that are triggered by changes in existing Salesforce fields. The instructions below will guide you through: Utilizing an existing…
PLAYBOOK | SCALE CS ONBOARDING
Difficulty Level: Run Time Investment: 20 minutes As all CS teams work to maximize the efficiency of their current teams, it’s valuable to automate as many tasks as possible so that you can reallocate your team's time to the highest impact activities. We’re going to show you how you can automate onboarding resources for…
Success Plan & EBR Workflow: 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: Success Plan & EBR Workflow Related Support Articles: Playbooks Overview Playbook Task Actions Playbook Email…

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