Who is this article for?
- Anyone responsible for implementing Catalyst at their organization.
- Refer to this article for details on creating and managing layouts.
Home layouts
1. At-Risk Overview
Create the following home-level layout to show all at-risk accounts. (Part of ➡ Workflow: At-Risk.)
Consider holding a regular at-risk meeting to review this layout with key stakeholders and cross-functional leadership. Team members responsible for risk should prepare for the meeting by ensuring all fields and save play tasks are updated prior to the meeting.
| Module | Segment | Module Properties | |
|---|---|---|---|
| Row 1 | |||
|
At-Risk ARR (Total) |
Accounts / At Risk: -Health = At Risk |
Visualization: Number Calculation type: Total Aggregation field: Contract Value |
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|
At-Risk ARR (SMB) |
Accounts / At Risk SMB: -Health = At Risk -Segment = SMB |
Visualization: Number Calculation type: Total Aggregation field: Contract Value |
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|
At-Risk ARR (MM) |
Accounts / At Risk Mid-Market: -Health = At Risk -Segment = Mid-Market |
Visualization: Number Calculation type: Total Aggregation field: Contract Value |
|
|
At-Risk ARR (ENT) |
Accounts / At Risk Enterprise: -Health = At Risk -Segment = Enterprise |
Visualization: Number Calculation type: Total Aggregation field: Contract Value |
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| Row 2 | |||
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All Accounts by Health Score |
Accounts / All Accounts | Visualization: Bar chart Calculation type: Count X-axis: Health # of columns: 10 Sort order: Grand total |
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|
All Accounts by Segment |
Accounts / At Risk -Health = At Risk |
Visualization: Bar chart Calculation type: Count X-axis: Segment # of columns: 10 Sort order: Grand total |
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|
At-Risk ARR by Renewal Date |
Accounts / At Risk -Health = At Risk |
Visualization: Bar chart Calculation type: Total Aggregation field: Contract Value X-axis: Renewal Date Timeframe interval: Fiscal Quarter # of Columns: 10 |
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|
At-Risk ARR by Renewal Date Aggregates |
Accounts / At Risk -Health = At Risk |
Visualization: Bar chart Calculation type: Count X-axis: Renewal Date Timeframe interval: Fiscal Quarter # of columns: 10 |
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| Row 3 | |||
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At-Risk Accounts (Health) |
Accounts / At Risk: -Health = At Risk |
Columns: |
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| Row 4 | |||
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New Escalations (Last 7 Days) |
Accounts / At Risk - New Escalations -Risk Start Date = within the past 7 days |
Columns: |
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2. Book of Business Review
Create the following home-level layout to provide a summary of revenue, forecast, health, opportunity, journey, adoption, and activity for multiple accounts. Quickly assess risk/potential, and answer questions quickly, without having to rely on manual analysis.
| Module | Segment | Module Properties | |
|---|---|---|---|
| Row 1 | |||
|
Total ARR |
Accounts / All Accounts: -Account Type = Customer |
Visualization: Number Calculation type: Total Aggregation field: Contract Value |
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|
Journey Stages |
Accounts / All Accounts: -Account Type = Customer |
Visualization: Bar Chart Calculation type: Count X-axis: Journey Stage Sort order: Picklist order |
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|
Health Score |
Accounts / All Accounts: -Account Type = Customer |
Visualization: Donut (or Bar) Calculation type: Count X-axis: Health Sort order: Picklist order |
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Customer Segment |
Accounts / All Accounts: -Account Type = Customer |
Visualization: Bar Chart (or Donut) Calculation type: Count X-axis: Segment Sort order: Picklist order |
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| Row 2 | |||
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All Accounts |
Accounts / All Accounts: -Account Type = Customer |
Columns: |
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3. CSM Home
Create the following home-level layout to give 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 added a task management section so they can stay on, well...task!
Start from the Book of Business Review layout. Click on the three dots in the corner to access the menu. Select "Duplicate layout" to create a copy. Rename the duplicated layout to "CSM home."
| Module | Segment | Module Properties | |
|---|---|---|---|
| Module Group: Renewals | |||
| Row 1 | |||
|
At-Risk Tasks |
Tasks / At-Risk |
Columns: Title Assigned To Due |
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|
Playbook Tasks Segments |
Tasks / Playbook -Status is "Open" -Source is one of "Lifecycle, Playbook" |
Columns: Title Assigned To Due |
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To-Dos Segments |
Tasks / To-dos -Status is "Open" -Source is not one of "Lifecycle, Playbook" |
Columns: Title Assigned To Due |
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| Row 2 | |||
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Upcoming Meetings Segments |
Notes / Upcoming -Status = "Draft" |
Columns: Meeting Date Title Categories Created By |
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| Layout Views / Filters | |||
|
Current User Quick filters / layout views |
Accounts: CSM ➡ current user Notes: Created By ➡ current user Tasks: Assigned To ➡ current user |
Pin the view to the company layouts | |
4. Forecast and Revenue
Create the following home-level layout to provide a detailed breakdown of renewal and expansion forecast. This layout allows you to communicate revenue predictability to the business and make fast decisions to maximize revenue retention and growth.
| Module | Segment | Module Properties | |
|---|---|---|---|
| Row 1 | |||
|
Section Divider |
Forecast & Revenue Use for updating renewals and expansions |
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| Module Group: Renewals | |||
| Row 2 | |||
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Section Divider Contents |
Current Quarter Plan - Renewal ARR $XX,XXX,XXX |
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Closed Won Goal This Quarter |
Opportunities / Closed Won Quarter -Close Date = Within current fiscal quarter -Stage Name = Closed Won Opportunities / Open Opps Quarter -Close Date = Within current fiscal quarter |
Visualization: Percentage Calculation type: Count Target: 31-66% |
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|
Best Case Forecast |
Opportunities / Best Case Quarter -Renewal Sentiment = any of Likely Churn, Likely Upgrade, Confirmed Upgrade Type = New Business or Renewal Stage Name = is not Closed Lost |
Visualization: Number Calculation type: Total Aggregation Field: Amount |
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|
Most Likely Forecast Aggregates |
Opportunities / Best Case Quarter -Renewal Sentiment = any of Likely Upgrade, Confirmed Upgrade Type = New Business or Renewal Stage Name = is not Closed Lost |
Visualization: Number Calculation type: Total Aggregation Field: Amount |
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|
Worst Case Forecast Aggregates |
Opportunities / Best Case Quarter -Renewal Sentiment = Confirmed Upgrade Type = New Business or Renewal Stage Name = is not Closed Lost |
Visualization: Number Calculation type: Total Aggregation Field: Amount |
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| Row 3 | |||
|
Renewals Open |
Opportunity / Open Renewal Opps -Type = Renewal -Numeric Health Score = present |
Columns: |
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| Row 4 | |||
|
Renewals Won |
Opportunity / Won Renewal Opps -Type = Renewal -Stage Name = Closed Lost |
Columns: |
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Renewals Lost |
Opportunity / Lost Renewal Opps -Type = Renewal -Stage Name = Closed Lost |
Columns: |
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| Module Group: Expansions | |||
| [Repeat rows and modules for Expansion renewal type] | |||
5. Team Processes
This layout outlines your team's processes within Catalyst. Think of it as a reference guide to clearly state the goals, expectations, and associated tooling for every workflow. Team members can use this as a self-service reference guide, especially after new training roll-outs or knowledge transfer as new team members come on board.
| Module | Segment | Module Properties | |
|---|---|---|---|
| Row 1 | |||
|
Section Divider |
Team Processes Everything we do in Catalyst is focused around driving alignment across workflows. This layout documents each process to ensure we are support customers in the right way. Use this layout as your source of truth for how to navigate our team, organization, and customers. |
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| Row 2 | |||
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Section Divider |
[Process 1] Example: Success Plan & EBR Workflow *Detail the goals and expectations of the workflow. |
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Templates Segments |
Tasks / Success Plan Task Templates -Status is "Template" -Categories is "Success Plan" |
Columns: Title Description |
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| Row 3 | |||
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Section Divider |
[Repeat for each process] *Include segment modules for note or task templates that are key to workflow. Or show key fields that are updated as part of the workflow. |
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Object-level layouts
1. Account Overview
Create the following account-level layout to see how a customer is doing at a glance. (Part of ➡ Workflow: Contact Management.)
You must save the layout before updating fields or resizing modules.
| Module | Segment | Module Properties | |
|---|---|---|---|
| Row 1 | |||
|
Section Divider |
This layout gives you a high level understanding of the account. If you have specific questions about current activities, we've included notes and tasks towards the bottom of this page. | ||
| Row 2 | |||
|
Internal Owners and Current State |
- | Fields: Contract Value Renewal Date Customer Success Manager Implementation Manager Health Stage |
|
| Row 3 | |||
|
Main Points of Contact |
Contacts / Main Points of Contact -Contact Role is any of "Executive Sponsor or Buyer, Program Owner, Program Owner, etc." -Contact Status is not "Left Organization" |
Columns: Name Title Contact Role Referenceable |
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|
Value Drivers (Why they purchased) |
- | Fields: Contract Value Renewal Date Customer Success Manager Implementation Manager Health Stage |
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Escalation Details |
- | Fields: CSM Sentiment Anticipated Churn Reason Required Cross-Functional Support Risk Summary |
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|
Open Opportunities |
Opportunities / Open Opps -Stage Name is none of "Closed Won, Closed Lost" -Numeric Health Score is present |
Columns: |
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| Row 4 | |||
|
Activity |
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Executive Engagement Notes |
Notes / Executive Engagement Notes -Status is Published AND Categories is any of "Escalation, QBR, etc." -Sort list by "Published At" |
Columns: |
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Tasks Due in Calendar Quarters |
Tasks / All Open Tasks -Status = Open |
Visualization: Bar Chart Calculation type: Count X-axis: Due Timeframe: Fiscal Quarter |
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2. Risk Escalation Review
Create the following account-level layout to provide details of an active escalation. (Part of ➡ Workflow: At Risk.)
Consider using this layout during 1:1s (CSM / Manager) to review and resolve at-risk customers.
You must save the layout before updating fields or resizing modules.
| Module | Segment | Module Properties | |
|---|---|---|---|
| Row 1 | |||
|
Section Divider |
This is a consolidated view of why this customer may be in the middle of an active escalation and the work being done across the organization to get them back to healthy. | ||
| Row 2 | |||
|
Key Information |
- | Fields: Contract Value Renewal Date Health Segment |
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|
Risk Details |
- | Fields: CSM Sentiment Risk Status Risk Start Date Risk Summary Risk Reason Risk Action |
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| Row 3 | |||
|
At Risk Notes |
Notes / At risk notes -Categories contains Risk Escalation -Status is not Template |
Columns: Title Updated At |
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At Risk Tasks |
Tasks / At risk tasks -Categories contains Risk Escalation -Status is not Template |
Columns: |
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3. Success Plan & EBR Prep
Create the following account-level layout to capture your success planning and EBR preparation details. (Part of ➡ Workflow: EBR.)
Consider adding a customer hub layout to share with the customer, leading up to the EBR.
You must save the layout before updating fields or resizing modules.
| Module | Segment | Module Properties | |
|---|---|---|---|
| Row 1 | |||
|
Section Divider |
Success Plan & EBR Prep: Use this layout to capture your customer's success plan details and ensure you're prepared for your next EBR. | ||
| Row 2 | |||
|
Value Drivers (Why purchased) |
- | Fields: Top Business Priorities Next EBR Date Last EBR Date |
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|
Additional Usage Metrics Fields (full) |
Include any product usage metrics you've integrated from Data Warehouse, Segment, or Mixpanel | ||
|
Account Goals |
- | ||
| Row 3 | |||
|
Success Plan Tasks |
Tasks / Success Plan tasks -Categories contains Success Plan -Status is not Template |
Columns: |
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QBR Notes |
Notes / QBR Notes -Categories contains QBR -Status is not Template |
Columns: |
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| Row 4 | |||
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Weekly Adoption Report |
Embed your own dashboard that can filter down to specific users. Visualize data in one place so CSMs can minimize the need to jump to different platforms. |
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