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"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…
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…
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…
SURVEYS | GETTING DATA INTO CATALYST
Difficulty Level: Walk Time Investment: 30 minutes Survey feedback is so important to socialize among the organization, as it offers real-time intel on how our customers feel about our partnership. Catalyst can help consolidate the data gathered, and offer insight into areas of opportunity for the entire company. The video…
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…
🏀 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,…
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…
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…
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…
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…
JOURNEY BUILDER | ADDING PLAYS TO EACH STAGE
Difficulty Level: Walk Time Investment: 45 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 | ASSIGNING STAKEHOLDER ROLES
Time Investment: 15 minutes Difficulty Level: Walk It’s one thing to know who your main contacts are, and have this information documented. Level up this information by documenting Stakeholder Roles. Here you can expect to learn more about creating a role list (if you don’t have one already!), and how to assign roles to…
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…
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…
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…
TEMPLATE | INTRO/WELCOME EMAIL
Utilize this email template to greet your customers to their new partnership with you! Related support articles: Playbook Email Templates and Email Actions Related Build Resources: PLAYBOOKS | MANUALLY TRIGGERED INTRO/WELCOME PLAYBOOKS | SFDC TRIGGERED INTRO/WELCOME Approximate build time: 2 minutes Copy & Paste content:…
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…
💰 Renewal/Commercials Note Template
Having a standard 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 in: Renewal…
Customer Stories Note Template
Having a Customer Story note template is a great way to help bring CS to the center of your organization! Not only will this help spotlight all your team's hard work, but it can also help cross-functional teams like sales and marketing by highlighting wins and referenceable customers. Related support articles: Note…
Contact Management Workflow
Approximate time to build in Catalyst: 30 minutes Goal of building this workflow in Catalyst Track main points of contact on accounts Contacts are kept up to date throughout the relationship Proactively identify risk if main points of contact are not engaged Build templates Fields: Account, Contact, Note Templates: Note…
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 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…

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