The way companies think about revenue has changed dramatically in the last 18 months. Far gone are the days of growth-at-all-costs. In 2023, sustainable growth is in, and smart companies have figured out existing customers are the most efficient source of growth.
This has given Customer Success teams an opportunity to emerge as the new growth hero, but it has also posed new challenges. CS teams have historically been measured on productivity and efficiency, and the software tools on the market have been built on that premise. But in 2023, productivity alone is not enough. Post-sale teams need tools that help drive productivity and revenue.
Today we are proud to announce the market’s first and only solution dedicated to targeting customer expansion - Signals. Signals uses data in Catalyst to help predict when a customer could be ready for expansion and helps you action those opportunities, giving you a data-driven way to drive customer growth, and ensure that you aren’t leaving money on the table.
Unlock Hidden Customer Growth
Simply giving growth targets to Customer Success poses risk. Many Customer Success teams lack the historical knowledge, confidence and processes to identify and close sales. Proactively seeking expansion revenue requires a whole new strategy and customer motion, all while maintaining healthy relationships.
"Gone are the days of operating in the dark, estimating when accounts have met the right criteria for growth. Fortunately, customer expansion can now be more strategic and efficient with Signals.
Signals is timely for FullStory. We recently shifted to a hunter/farmer go-to-market where Account Managers (farmers) are responsible for customer renewals and expansions. With Signals, farmers save time identifying accounts ready for expansion, with real-time visibility into the value our product is delivering."
- Mat Friedman, Sr. Revenue Operations Analyst, FullStory
We partnered with customers like Alyce and FullStory and our CLG advisors to develop a solution based on 3 principles for driving expansion growth effectively:
- Invest in training: Your team must be equipped and knowledgeable to do this right.
- Reduce overwhelm and inertia: Expansion must seamlessly fit into a CSM’s day-to-day as someone who already wears many hats.
- Leverage data and AI: Expansion is not simply uncovered on a call, you require 24/7 data monitoring and AI to find new opportunities proactively.
That’s why we built Catalyst Signals. We’ve built Signals using the most accurate data on the platform that post-sale teams already live in. In addition, Signals can automate the appropriate Catalyst Playbook that fully guides your team through opportunity qualification, nurture, and close.
Customize Signals to Match Your Expansion Strategy
Catalyst Signals monitors your customer data 24/7 and automates the right actions at the right time for your team. Let’s break down how Catalyst Signals work:
⚡Automatically alert your team of customer growth potential
Never miss an opportunity for customer growth. Turn expansion readiness into action with alerts embedded throughout your team’s daily workflows.
✅ Proactively action every opportunity from qualification to close
Standardize and scale your best-in-class expansion plays that maximize customer value and spend. Use Signals to automate Playbooks with a guided action plan built for that opportunity.
📈 Maximize expansion revenue and team performance in one place
Visualize, track, and manage customer growth in a single view. Create purpose-built expansion layouts for specific groups, such as teams and leadership, to maximize expansion across the business.
Setup Signals in Minutes
Ready, set, go! Signals are highly flexible to stand up and iterate while seamlessly fitting into your team’s day-to-day.
Support multiple expansion types
Enjoy the flexibility of defining as many expansion Signals that exist in your business today and as you evolve. The 3 most common Signals we’ve seen from our beta customers:
- True-up: selling more seats when a customer has hit their limits
- Up-sell: moving customers onto a higher product tier
- Cross-sell: selling new modules or products
Use customer behavior and product data to get precise about triggers
Using our intuitive query builder, cross-filter what defines your expansion Signal with the customer’s journey and/or experience.
Customers can use any data that exists in Catalyst. This could be product usage, CRM data, or even third party data - for example – via our partnership with UserGems.
Automate your expansion workflow with Playbooks
You can trigger Playbooks for each Signal to standardize your approach, and deliver your team guidance from qualification to close.
Pricing and Availability
Signals is generally available to customers on our platform package and as an add-on for other plans. Please contact your Catalyst representative for availability and pricing options.
See Signals live and hear from our CEO!
We are excited to launch more Signals in the future, with the first set of this capability dedicated to helping teams overcome today’s major growth challenge through expansion.
We will be showcasing Signals and discussing the top Playbooks to drive customer-led growth at the end of June, hosted by myself and Catalyst’s CEO, Edward Chiu.
Join us to learn about how you can unlock the full potential of customer growth. Register now!