Goals of Catalyst as a tool
- Democratize data that is being captured by your CS team for the rest of your organization
- Quickly onboard new CS team members to your processes and customer management philosophy
- Allow your CS team to optimize workflows and deliver insights to cross-functional teams to ensure the voice of the customer is best utilized throughout the organization
Guidelines on how to build within Catalyst
- Make every workflow self serve by including descriptions
- Add descriptions to your fields on how it should be updated and read
- Include explanatory section headers in your layouts
- Add instructions to your note and task templates
- Align every required action in Catalyst to a tangible outcome
Every field a CSM is asked to update should be incorporated into a workflow via a playbook automation, layout discussed in meetings, layout linked as resource, factor of health score, etc. - Make data collection as easy as possible
- Add additional fields to be updated into note templates the teams are already using
- Add the field across all layouts (home or account) that align
- Document what is a daily, weekly, monthly, quarterly, ad hoc activity, and set the expectations accordingly (e.g., all documentation in #1 includes this context, linked layout or segment included in meeting invites, aligned incentive structure, etc.)
- Add new data outcomes into layouts that already in use
- Every layout should serve a purpose (i.e., helps run a meeting, communicate priority for what to work on, etc.)
- Summarize into graphical representations or consolidate data into segments for easy review