Who can use this feature?
- All roles with access level "high"
- Available on all plans
Expansion signals in Catalyst allow your teams to view accounts that may be ready for expansion and quickly take action.
Defining signals allows your teams to:
- Get notified when a customer is ready to for expansion
- Take action by creating a new opportunity and resolve when work is done
- Monitor expansion growth in home and account layouts (signals module)
Watch this video to see signals in action.
Suggested uses
Signals help you operationalize your expansion strategy. In other words, what are the different levers (signals) your team uses to drive expansion? Why and when would a customer be ready for each type of expansion? The answers to these question may give you ideas for the inputs for each signal you build in Catalyst.
| Signal Type | Customer Behavior | Business Impact | Indicators |
|---|---|---|---|
| Usage: True-up based on consumption | |||
| Tactical | At/over contracted consumption | Reactively capture revenue | Renewal Date | Seat Utilization; Feature Usage | Consumption |
| Strategic | Trending to over-utilize based on their contracted consumption | Proactively capture revenue and seed expansion | |
| Upsell: Enhance current offering | |||
| New Module | Getting value from current product and indicating readiness for growth | Grow revenue and strengthen value story | Modules Enabled | Subscriptions Active Use Cases | Core Feature Usage | Engaged gated functionality | Product usage of decision maker |
| Cross-sell: Add new products | |||
| New Product | Getting value from current product(s), have active use cases for additional products and display positive usage patterns | Cross-sell on new product to grow revenue and strengthen value story | Products Enabled | Subscriptions Active + Inactive Use Cases | Usage of Products |Engaged Product Content |
| New Teams: Expand reach into new areas of the organization | |||
| New Team | Adding other teams/functions | Increase stickiness and add revenue streams | Inviting new users of different team | Product usage of non-core team members |
Create an expansion setup
The expansion setup requires you can choose between single or multiple profiles on the account object:
- Single: Create one signal configuration that applies to all records on the account object.
- Multiple: Create multiple signal configurations that apply to subsets of records on the account object, based on a secondary picklist (e.g., a "Customer Segment" field to create signal configurations for each account segment: SMB, Mid-Market, Enterprise). Using the same signal name and description names across signal profiles drives consistency in reporting, but you can have different conditions.
- Navigate to Settings > Signals.
- Click Create Expansion Signals.
- Choose single or multiple setup.
- Choose the field you want to use for your expansion setup (see above).
- If setting up multiple signal setup, choose the secondary field you want to use for creating a unique signal configuration per field value.
- For each expansion setup created, click inside to configure.
- Click Create.
You can now define the signals for each type of expansion.
Create a new signal
You can create signals on the account object (up to 10). For each new signal created, Catalyst automatically creates two new fields on the accounts object called: [signal name] and [signal name] Last Action. The system updates this field each time your team takes action or resolves a signal.
In addition to signals modules, team can use signal fields in segment filters and columns to view signal details related to each account.
- Within the expansion setup (Signals tab), click +Add Signal.
- Add a signal name and description. Name is used for the new date attribute that will be created ([signal name] Last Action). Your teams will be able to view name and description when a signal is triggered on their accounts.
- Use advanced filter logic to set the conditions for when a customer is targeted for the current signal.
You cannot use fields that have read permissions on them.
If your expansion setup includes multiple profiles, use the drop-down to configure conditions for each type; be sure to save between each one.
- Click Save.
Once configured, it may take up to 5-10 minutes for the signal to refresh on the account. Signal status may take up to 4 hours to refresh. Learn more.If you are syncing Catalyst signals to Salesforce, be sure to configure the new signal fields.
Configure signal notifications
Determine who should be notified when a signal is ready and which system to link to (Catalyst or Salesforce). Regardless of type, all recipients receive Catalyst in-app notifications when a signal is ready.
- Within the expansion setup (Notifications tab), choose how to configure signal notifications:
- Same recipients for all signals: Define Catalyst and Salesforce notification settings to apply to all signals. Best if all signals are owned by the same people in your organization
- Different recipients per signal: Define Catalyst and Salesforce notification settings per signal. Best if signals are owned by different people in your organization.
- Click + Add Recipient to specify the Catalyst user who should receive notifications.
- Catalyst email notifications: Recipients receive a link to the account record in Catalyst (e.g., Customer Success Managers who work primarily out of Catalyst).
-
Salesforce email notifications: Recipients receive a link to the account record in Salesforce (e.g., Account Executives who work primarily out of Salesforce).
See additional options for syncing Catalyst signals to Salesforce and using the Catalyst iframe in Salesforce.
- Click Save.
View signal field dependencies
After a signal is configured, your team can use signal fields (e.g., [signal name] and [signal name] Last Action) in segment filters and columns. Within the signal configuration, click the options [...] button to view all segments that use a signal field. We recommend viewing dependencies prior to deleting a signal profile.