--- title: Catalyst Reviews meta_title: 'Catalyst Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 660 reviews by the users' company size, role or industry to find out how Catalyst works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 660 scale: '5' date_modified: '2026-08-09' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Catalyst Reviews **Vendor:** Totango **Category:** [Customer Success Software](https://www.g2.com/categories/customer-success) **Average Rating:** 4.5/5.0 **Total Reviews:** 660 ## About Catalyst Catalyst, now part of Totango, empowers teams to identify and capitalize on expansion and upsell opportunities, driving recurring revenue growth. Built to simplify complex strategies, it helps businesses achieve sustainable success by aligning each action with your customer’s key objectives, ensuring they achieve their desired outcomes for your product or service. Catalyst unlocks your team’s potential to deliver smarter, faster, and scalable results, paving the way for long-term success. Learn more here! ## Catalyst Pros & Cons **What users like:** - Users appreciate the **intuitive interface** of Catalyst, enabling efficient customer management and clear, practical problem-solving. (37 reviews) - Users appreciate the **automation features** of Catalyst, enhancing efficiency and ensuring proactive customer engagement. (19 reviews) - Users value the **exceptional customer engagement** capabilities of Catalyst, enhancing relationships and driving meaningful outcomes. (19 reviews) - Users appreciate the **seamless integrations** of Catalyst, enhancing efficiency and centralizing customer success data effectively. (19 reviews) - Users find Catalyst's interface to be **intuitive and clean** , making navigation and report pulling effortless. (19 reviews) - Users find Catalyst **extremely helpful** for task management, organization, and gaining valuable customer insights effectively. (17 reviews) - Visibility (17 reviews) - Users appreciate the **prompt and helpful customer support** from Catalyst, enhancing their overall experience with the tool. (16 reviews) - Efficiency (16 reviews) - Users appreciate Catalyst for its **intuitive design** , making information easily digestible and enhancing overall user experience. (16 reviews) **What users dislike:** - Users note a notable **learning curve** with Catalyst, especially for those new to customer success platforms. (14 reviews) - Users find significant **integration issues** with Catalyst, hindering workflow efficiency and complicating customer communication. (13 reviews) - Users are frustrated with the **missing integrations and limited features** in Catalyst, hindering effective workflow management. (11 reviews) - Users find Catalyst to be **not intuitive** , complicating simple tasks and leading to frustration with its functionality. (11 reviews) - Users find the **limited customization** options in Catalyst restrict their ability to tailor dashboards to specific needs. (10 reviews) - Users experience **difficult navigation** with Catalyst, finding the UI confusing for managing and tracking tasks effectively. (9 reviews) - Users experience **slow performance** with Catalyst, noting lengthy sync times and lag during use detracting from their experience. (9 reviews) - Navigation Difficulty (8 reviews) - Salesforce Integration (8 reviews) - Processing Delays (7 reviews) ## Catalyst Reviews ### 1. Awesome CX Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Emily T. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Catalyst?** What isn't helpful! I love the way to create a note or task is so simple while having conversations with a customer. **What do you dislike about Catalyst?** Nothing so far, has great functionality! **What problems is Catalyst solving and how is that benefiting you?** Data collection and optimizing the CX team ### 2. The best way to keep up with your best work **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Enterprise (> 1000 emp.) **Reviewed Date:** July 06, 2023 **What do you like best about Catalyst?** Catalyst is simple and straightforward. You don't have to fidget around trying to get things done; once you're set up you can focus on your work not having to worry. **What do you dislike about Catalyst?** I don't have anything negative or an aspect I dislike about Catalyst. Maybe people with no experience on CRM or Sales can struggle to get it rolling but overall nothing to complain. **What problems is Catalyst solving and how is that benefiting you?** I have the most relevant data at hand at all times. The high level of customization of Catalyst enabled my team to have just what we needed to achieve the best without worrying about other set ups or adjustments. ### 3. Catalyst Product Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Catalyst?** Catalyst is super helpful for organizing the most important aspects of managing my book of business. I work on many accounts and ongoing projects, so it's vital to have project management software that allows me to keep up to date with all the details and deadlines. **What do you dislike about Catalyst?** I wish it were easier to collaborate across my team on specific projects that involve several stakeholders. **What problems is Catalyst solving and how is that benefiting you?** Catalyst allows me to stay up to state on all key area of my account including technical issues, message sending, renewals, account health, and revenue tracking. ### 4. Easy way to manage customers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2023 **What do you like best about Catalyst?** The notes/tasks with the time it took for each one to be done. That helps both following up on attention points and a huge help managing time. **What do you dislike about Catalyst?** I think the tasks session should have a board (like trello or monday) to have a more visual and easy compreehension. **What problems is Catalyst solving and how is that benefiting you?** Catalyst is a huge help tracking initiatives and choke points with costumers to increase revenue and better support them ### 5. Amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Catalyst?** Every feature is fantastic, especially the daily segregation of tasks and notifications will help stay on top of jobs for the account and help collaborate better. **What do you dislike about Catalyst?** Nothing as such I could come across as of now. Once I have some product enhancement, i will keep you posted with me enhancements or comments on the problem I face **What problems is Catalyst solving and how is that benefiting you?** Daily tasks, renewals, updates and many more features will be beneficial for CSM to deal with their customer management! its also give the overview of all the accounts on the homescreen ### 6. Great customer support and software for our small but mighty CS team! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Catalyst?** Catalyst has helped our team mature with giving us the ability to easily build dashboards with the metrics we need quickly to plan and see what our account statuses are. With one place to keep our notes, activities and be able to trigger tasks when account adoption is at risk, it's been fantastic! **What do you dislike about Catalyst?** I do think the UX of building layouts could be easier, but it's a very minor issue for all its capabilities. **What problems is Catalyst solving and how is that benefiting you?** Historical records of meetings, CS health, playbooks for automating tasks ### 7. A CSP for CSMs **Rating:** 4.5/5.0 stars **Reviewed by:** Brendan C. | Head of Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** January 19, 2023 **What do you like best about Catalyst?** - Built with the CSM in mind - Valuable thought leadership & community - Licensing model allows us to bring our entire company into the product **What do you dislike about Catalyst?** - Design isn't the most intuitive, and is relatively unique to other software platforms - Would like to see more "grouping" capabilities with reporting to be able to drill down into segments from a complete picture view **What problems is Catalyst solving and how is that benefiting you?** - Orchestrating and automating the customer journey will allow us to scale (in particular with accounts that don't have a dedicated CSM) - One stop solution for CSMs who have been going to multiple tools to get answers ### 8. Great so far **Rating:** 4.5/5.0 stars **Reviewed by:** Ashley L. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2022 **What do you like best about Catalyst?** I love how catalyst puts things I use daily in one spot. It makes it a lot easier to stay on top of a book of business when you can easily check your meeting notes, tasks, and metrics for the client on one screen. **What do you dislike about Catalyst?** So far I have really enjoyed Catalyst. I have not gotten a chance to explore too much to find things I would like improved, but I imagine this will come up as I use it more. **What problems is Catalyst solving and how is that benefiting you?** Catalyst helps me stay organized and on top of my book of business. Instead of hunting down everyone's notes and files, they are all held in one place. It comes in handy so much during Status Calls where I can follow along with notes, easily check previous meetings or what services this client has, and add things to my to do list. ### 9. A single place to collect all feedback from/correspond with customer **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 31, 2023 **What do you like best about Catalyst?** - I like that the search field shows most recently viewed/created notes. - I like that I can search based on users' names. But also that I can search my most recently created notes and still see the user/company added as tags within the search field dropdown. That's a nice experience. **What do you dislike about Catalyst?** - If I start creating a note, but stop midway, it creates a draft. I'm not able to figure out where these drafts are stored and how to delete them? - The "Create" button feels like very small and easy to miss relative to the rest of the elements on the page. **What problems is Catalyst solving and how is that benefiting you?** To log NPS feedback and close the loop with face-to-face interviews to find out why our users gave the NPS score that they did. We log all that information together within Catalyst. ### 10. Easy and seamless management software **Rating:** 4.5/5.0 stars **Reviewed by:** Kristian F. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2023 **What do you like best about Catalyst?** Being able to create note templates that can be used for all matters of business calls/situations. Also being able to see info on all partners in one place. **What do you dislike about Catalyst?** When wanting to the expand the note, I would like for it to be able to expand into a tab on my browser, as opposed to a small window. **What problems is Catalyst solving and how is that benefiting you?** I am able to house all of my information regarding my customers so that when I go into business calls I have all of my information ready to go/ ### 11. One system of record to track your customer's journey! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2023 **What do you like best about Catalyst?** How easy it is to use and how visually appealing it is **What do you dislike about Catalyst?** Difficult to manage and track QBRs and renewals **What problems is Catalyst solving and how is that benefiting you?** Allows us to maintain all our customer information post sale in one place and makes it easy to create dashboards to analyze trends ### 12. Powerful, dynamic and uncomplicated tool for CSMs **Rating:** 4.5/5.0 stars **Reviewed by:** Mallory R. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2022 **What do you like best about Catalyst?** I absolutely love how dynamic Catalyst fields are, which makes it easy to build out notes and dashboards in a view that is relevant to you. It is very user-friendly and not overly complicated like some of the Success Management tools on the market, which force you to use their platform in a very rigid way. **What do you dislike about Catalyst?** The only thing I'll note is that sometimes there are some sync errors that prevent notes from being saved. This is usually resolved quickly and after a few page refreshes. **What problems is Catalyst solving and how is that benefiting you?** I find Catalyst the most useful as I try to keep up with the overall health of my book of business. On an account level, my organization has built out fields with important factors to score a customer's health, such as utilization, product sentiment and relationship with the CSM. As these fields are kept up to date and health scores are assigned, the health dashboard helps give me a holistic overview of all of my customers. ### 13. Easy to use UX makes this CS tool a Home Run **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** January 31, 2023 **What do you like best about Catalyst?** Very easy to use and modify to what our CS department need to determine health of an account, identify pain points, and easily take notes within an account. It also easily syncs with our Salesforce to make sure other departments have perspectives on our accounts. **What do you dislike about Catalyst?** I wish it was more robust in terms of features. It does it's job but as a technology organization, we're always looking for partners that push the envelope and provide solutions that we haven't even thought about. **What problems is Catalyst solving and how is that benefiting you?** Our problem right now is that we need a way to show customer health and notes in a way where we can easily access and adjust without having to go into our CRM. Catalyst solves this and easily pushes the data to our CRM without needing to login. ### 14. A user friendly CRM that's customizable for ease **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2023 **What do you like best about Catalyst?** I like that it's easily customizable. When I started at this company, I had to build layouts. Within 5 minutes, I was already customizing tables with the tools provided! **What do you dislike about Catalyst?** While scrolling through the layouts, my scrolling gets stuck on individual boxes. **What problems is Catalyst solving and how is that benefiting you?** We can see the health of each customer as well as our offerings for quick reference! ### 15. Highly customizable, adaptable, function built out quickly after request **Rating:** 4.5/5.0 stars **Reviewed by:** Liz T. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 02, 2023 **What do you like best about Catalyst?** - Short cut and note-taking is super helpful - Easy to customize - Function built out quickly after feedback - Quick support - Easy to collaborate between different teams **What do you dislike about Catalyst?** - Playbook and emails functions still need to be improved - Do not have customized signature with image for email - Haven't been able to track multiple -add on product lifecycle **What problems is Catalyst solving and how is that benefiting you?** Customizable journey along with different dates, build and track all the customer's information in one place, project management platforms customer success team. ### 16. A thoughtfully designed- and every growing- tool. **Rating:** 4.5/5.0 stars **Reviewed by:** Alex K. | Customer Success Operations Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** February 01, 2023 **What do you like best about Catalyst?** Catalyst has been very receptive to our feature requests, and has shown a continued willingness (and ability) to iterate and occasionally create new features to better support our CS Team. **What do you dislike about Catalyst?** Although they have made significant stride, Catalyst's flexibility around data display has thus far been somewhat limited. Looker embeds partially solve for this, but lack native fluidity. **What problems is Catalyst solving and how is that benefiting you?** Catalyst has allowed our CS Team more fluid access to data, presented in a way that allows us to immediately link to actions to take. ### 17. Good, solid tool **Rating:** 4.0/5.0 stars **Reviewed by:** Martin O. | Customer Success Manager, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2022 **What do you like best about Catalyst?** The thing I like the most are the notes and also all the features around data - if only you have enough data, you can do very cool things with segments. I also love the animation of a completed task. 🎉 **What do you dislike about Catalyst?** Two people cannot work on the same note together - that would be a handy feature. Notifications can easily get spammed with repetitive task reminders and it's later hard to clean them up without missing important notifications. **What problems is Catalyst solving and how is that benefiting you?** It is a nice place for all important information about customers (notes, ARR, other data) and people from outside the CS Team can also benefit from it. The biggest problem solved, I'd say, is the time saved by not needing to use more tools. ### 18. Catalyst: Making Life Easier for CSMs One Segment at a Time! **Rating:** 5.0/5.0 stars **Reviewed by:** Ken N. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2022 **What do you like best about Catalyst?** Easy segmentation, the ability to create automations, and a very attractive U.I. all make for a productive and pleasant working experience. **What do you dislike about Catalyst?** The search function could use some development. There are two specific features that I would like to see: 1. The capability to search within accounts for keywords, account numbers, etc. 2. Add quick filters or an "advanced search" function. We have a lot of duplicate accounts, and it is impossible to tell which account is active. I created a workaround by creating a segment for active customers. **What problems is Catalyst solving and how is that benefiting you?** Catalyst provides customer health metrics and helps us recognize opportunities and at-risk accounts. It has allowed us to move from a retroactive to a proactive Customer Success engagement model. ### 19. Convenient centralized system for CS work **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** February 01, 2023 **What do you like best about Catalyst?** I like having a central location where I can collaborate with my team on accounts by sharing notes and analyzing usage data. UX is good. **What do you dislike about Catalyst?** When using filters, I wish I could search for "filter is blank". I also wish I didn't have to wait for Catalyst to send me an email with a spreadsheet whenever I want to export my account list as a CSV. It would be nice if users could tag accounts with custom tags **What problems is Catalyst solving and how is that benefiting you?** Catalyst helps solve communication and analysis issues. This helps me and my team get better insight into account usage and show up better prepared for client calls. If we can anticipate their need, we can better serve them. ### 20. A great way to work with your team. **Rating:** 5.0/5.0 stars **Reviewed by:** Mia V. | Enterprise (> 1000 emp.) **Reviewed Date:** February 06, 2023 **What do you like best about Catalyst?** Catalyst has been an amazing way to keep track of tasks, notes, and general client info across my whole team. It has a great user design. It's clear, intuitive, and a convenient space for working with transparency across our team. **What do you dislike about Catalyst?** I haven't found any serious downsides—everything part of the tool is simple yet powerful. **What problems is Catalyst solving and how is that benefiting you?** It streamlines team communication and client data sharing. It makes it easy to store client data, updates, and distribute tasks. ### 21. It is the most important tool to my job. **Rating:** 5.0/5.0 stars **Reviewed by:** Zach M. | d, Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2020 **What do you like best about Catalyst?** I enjoy taking notes in Catalyst. The notes save automatically and I can easily set up a task in the notes while on a call. I use their task feature as my main ToDo list, I find that it has really improved my efficiency attaching tasks to customers. The notes I take are posted on a Slack channel. Our leadership team can review it at any time. This has given great insight and started important conversations between Product and Customer Success. The home dashboard is very customizable. I have a list of all of my current accounts with important information and Tasks all on one page. **What do you dislike about Catalyst?** I have been using Catalyst for over a year now. It is a growing tool and sees improvements quickly. With that in mind, I dislike not being able to sort account layout templates. They are sorted based on when they were created. We have a mandatory field layout that was created before my layout. Due to this, I have to view the mandatory field layout before I can click on my layout. It's a small thing but the time lost adds up. Updates can be pushed during business hours(Pacific). Sometimes my notes or tasks will not save right away. **Recommendations to others considering Catalyst:** This is the best CSM tool, I highly recommend it. **What problems is Catalyst solving and how is that benefiting you?** - Flexible analytics on customers to make business decisions. - One place to house all important information on an account (ARR, notes, tasks, lifecycle stage, owner, etc) - The ability for someone outside of CS to lookup an account and know exactly where they are at ### 22. Best Customer Success Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Jenny T. | Onboarding Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2022 **What do you like best about Catalyst?** The most valuable part about Catalyst is the level of customizability. The default views are explicitly catered to the information our team needs to conduct a successful onboarding. Once it is passed off from onboarding to customer success (or vice versa). Users can see all parts of a customer journey, overview, notes, product usage and so much more. **What do you dislike about Catalyst?** I find everything about Catalyst to be useful. I'm sure there are areas that can be strengthened but for me, this platform is #1 for its level of ease. **What problems is Catalyst solving and how is that benefiting you?** Catalyst helps me stay organized for all of my customers. I don't have to reach out to anyone for notes or additional information because with Catalyst, all of that information is stored in one extremely user-friendly dashboard. During customer calls, I open my Catalyst tab to take notes and add useful information as it comes along. ### 23. Easy to use and keeps you organized **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2023 **What do you like best about Catalyst?** I love using templates to write my notes out while I am on calls and being able to add fields into those notes so I don't need to go to multiple places to keep things organized. **What do you dislike about Catalyst?** Not much, other than wanting a bit of a closer sync with Salesforce data. **What problems is Catalyst solving and how is that benefiting you?** It is helping keep all Account, Opportunity and Client data (notes, renewal dates, renewal amounts, etc.) all in one easy to manage spot. ### 24. Very Convenient and Easy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Shetara R. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2023 **What do you like best about Catalyst?** Catalyst has been a handy tool as a CSM in managing our accounts, leaving notes, making changes/updates, and being easy to navigate. **What do you dislike about Catalyst?** If I had to choose something I dislike about Catalyst, honestly, I don't have anything wrong to say about it. **What problems is Catalyst solving and how is that benefiting you?** It allows us to do most of our daily tasks within one platform and refer back when needed. ### 25. User friendly + engaging! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2023 **What do you like best about Catalyst?** My team recently rolled out Catalyst, which is much easier to use than our previous system. We have readily available relevant data about our customers and can easily track notes, action items and account plans. **What do you dislike about Catalyst?** I have had some trouble with the email integration (which allows emails to my customers to be displayed in the account notes). I wish this worked more consistently. **What problems is Catalyst solving and how is that benefiting you?** See relevant data about my customers Track notes and action items across our team Share updates internally ### 26. One Stop Shop **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2022 **What do you like best about Catalyst?** The ability to customize the dashboard so I can view what is relevant to my workflow is great. Other CSMs leverage the tool in different ways so it is great to find a way to make it work for all of us. **What do you dislike about Catalyst?** I wish there were more automation around reminders. Perhaps this feature already exists, but it would be nice to have someone show us how to do this. There have been issues with gaining access to dashboard which is frustrating after a long day. **What problems is Catalyst solving and how is that benefiting you?** Catalyst is helping me prioritize accounts and tasks. There is a lot going on and I find it hard to keep track of if I just try to review my notes. One of the best features for us internally has been the ability to share our notes through Slack. We are the voice of the customer and many teams subscribe to that channel to keep a pulse on what's happening in the field. ### 27. Catalyst has been very helpful in simplifying note-taking and pipeline management. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2022 **What do you like best about Catalyst?** The ease of use when it comes to tracking client conversations and pipelines. It gives each CSM the opportunity to have as much visibility into the work being done with our clients. We previously used Salesforce, and it was much more difficult to log conversations. **What do you dislike about Catalyst?** The downsides of Catalyst are the occasional bugs that we see when it comes to saving and logging notes. The team is almost always quick to respond and fix the issue, but sometimes it seems to be recurring (i.e., inability to make a new paragraph in a text box, without the entire window closing, notes not saving, etc.). **What problems is Catalyst solving and how is that benefiting you?** Catalyst is allowing each CSM to better track their client engagement and pipeline. This is benefitting me because I can come to each Account Review to share with my manager all the work I've but into each account. Catalyst also makes it very easy to pull up past calls for notes and context. ### 28. Catalyst is the best Customer Success Relationship Management tool I have used! **Rating:** 5.0/5.0 stars **Reviewed by:** Kollin W. | Sr. Manager of CS, Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2022 **What do you like best about Catalyst?** Catalyst is extremely intuitive and easy to use. If you need a specific report, you can create it in a matter of minutes. If you need to pull in new data sets from Salesforce, all you have to do is configure the object in Catalyst and turn it on. This is much easier to use than some of their competitor's solutions that require customer work just to integrate new Salesforce fields with their CRM. This tool puts the power in the users' hands **What do you dislike about Catalyst?** To be honest, nothing at this time. Catalyst is great! **What problems is Catalyst solving and how is that benefiting you?** We needed a tool where CSMs and CSEs could easily manage their customer accounts and key metrics on those accounts. Catalyst has let us do all of this in one space, while ensuring that the data resides in Salesforce for the rest of the company to use. It has helped us dial in true health scores, add predictability to our renewal motion, and get a grasp on product usage. ### 29. A must have for any CS team! **Rating:** 5.0/5.0 stars **Reviewed by:** Jackie N. | Director, Customer Onboarding, Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2022 **What do you like best about Catalyst?** The overall UI is very visually appealing, which makes members of the CS team more likely to adopt it. The Salesforce connection is strong and accurate, which allows us to work within this tool without needing technical resources to support us. The flexibility in design offers the ability for us to customize the views for different branches of the CS org, including onboarding, services, and CS. The support from the Catalyst team is amazing! **What do you dislike about Catalyst?** I wish there were more out-of-the-box templates for a dashboard that we could choose from since I'm a visual learner. I wish their integration with email was better - including analytics and sequencing. **What problems is Catalyst solving and how is that benefiting you?** We have information in a bunch of different places and Catalyst marries Salesforce, Zendesk, and product analytics into one platform for our CS team. This saves time during the day looking for additional information and/or not having access to certain information. We also had people taking notes in Google drive, One Note, Evernote, Box, and the list goes on and on. When we have had turnover in the past it's nearly impossible to understand the state of an account. Catalyst allows us to easily document notes and important milestones in a customer lifecycle. ### 30. The BEST CS tool I have used so far... **Rating:** 5.0/5.0 stars **Reviewed by:** Michael G. | Sr Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Catalyst?** The UI is super easy to navigate, it's easy to create my own dashboard(s), the account view or CS View is very helpful when I need to find information quickly, easy to share and see other's dashboards. Able to see SFDC cases easier than in SFDC, tasks help keep me on top of my communications and responsibilities to customers and my team. I have used Gainsight and used another CS platform (very briefly) and Catalyst is the easiest and most intuitive by far. **What do you dislike about Catalyst?** not much, keep the new features coming. Been using catalyst for 8mo now and don't have any complaints. **Recommendations to others considering Catalyst:** if you are looking for a CS Platform please look at and compare Catalyst, it's just so easy to use. **What problems is Catalyst solving and how is that benefiting you?** our team is no longer working off multiple google sheets and SFDC, we do everything (except for opportunity creation) in Catalyst. My day to day is easier due to Catalyst and the team all have a single point of information to look at. ### 31. Catalyst is a fantastic system to get great overview and input from different sources! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Catalyst?** Very user-friendly, very helpful and professional support team! **What do you dislike about Catalyst?** I haven´t seen any downsides so far, all good. **What problems is Catalyst solving and how is that benefiting you?** Catalyst has solved the problem that you have to access several different systems to find relevant information. It is really benefiting for me because I can now find all the information in one place. ### 32. Catalyst vital for CSMs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 24, 2023 **What do you like best about Catalyst?** With Catalyst, I can ensure my accounts are in good standing, and it helps me identify areas of improvement for my accounts so i can be the best CSM available to my customers **What do you dislike about Catalyst?** It requires a little investment, like all good things in life, but because the platform is very intuitive, you pick things up quickly. In this case, the adage rings true: " You get what you put in." **What problems is Catalyst solving and how is that benefiting you?** Catalyst helps with visibility into my accounts but also ensures seamless internal communication with the leadership team to empower them during escalations. Great way to keep me organized and provide insight across all my accounts ### 33. Catalyst is such a GREAT tool **Rating:** 5.0/5.0 stars **Reviewed by:** Israel V. | Analyst - Customer Success Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 01, 2023 **What do you like best about Catalyst?** Keeping track of tasks, seeing how accounts are developing and being able to keep notes for each account in the same place is so comfortable. I love how Catalyst will remind me of pending tasks. **What do you dislike about Catalyst?** Maybe, that notes and tasks have great features but individually. I would like notes and tasks to have the possibility to link each other, making things even easier **What problems is Catalyst solving and how is that benefiting you?** Account record keeping, notes and tasks, and Opportunities Stages are easier to track. Catalyst is helping us to have better and clearer notes that will have an impact. Contact verification and updates are easier and faster ### 34. Why use anything else? **Rating:** 5.0/5.0 stars **Reviewed by:** Nick B. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2022 **What do you like best about Catalyst?** I am not a note taker. I'm the literal opposite of a note taker. This makes it really hard for CSMs that I transition accounts over to, or that take over some of my accounts. Thanks to Catalyst, taking notes is an absolute breeze, as is keeping track of everything I have going on. Without Catalyst, I'd be lost. I'd be up the creek without a paddle. **What do you dislike about Catalyst?** There are a few features that our previous tool had that I really, really wish that Catalyst had. I know they're working on it, but the lack of email logging makes it very cumbersome. Honestly, I won't take the time to post a note for EVERY single thing email I send, but I am looking forward to when that finally is available. **What problems is Catalyst solving and how is that benefiting you?** Catalyst is helping us stay on top of renewals, new onboards, and existing customer relationship management. Such an EASY and user friendly experience, that it honestly took me zero time to figure out the platform. The ability to create my own dashboards that help ME do my job the best instead of having a blanket, one size fits all feature set is unreal. ### 35. Catalyst is THE Best Post- Sales Option **Rating:** 5.0/5.0 stars **Reviewed by:** Steve Y. | Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2022 **What do you like best about Catalyst?** I like Catalyst because it serves as a single source of truth for all of my accounts. I can see their contract value (ARR) amount, their spend on platform, their spend trend, the number of registered users vs. licenses, all of their open Support tickets, and many other relevant data points that I need in my day- to- day. Catalyst is ALWAYS open on at least one tab because I use it that often. **What do you dislike about Catalyst?** The only thing I don't like is that when you start typing notes into a new blank template, the iFrame for the new note reloads while the note is being saved constantly, and if you're in the middle of typing when that reload happens, a new tab pops open for you to take notes in (the original tab remains open too). It feels a little clunky and makes me feel like I have to type fast before the reloads commence. **What problems is Catalyst solving and how is that benefiting you?** I work in post- sales as an Account Manager, and I work in conjunction with a team of Customer Success Managers assigned to each of my accounts. The CSMs are the main POC for each account, and while I work closely with them, I cannot possibly be on every single call with every single account, but with Catalyst I don't have to be (the CSMs also use Catalyst, so they can enter notes from the call there for me to look at later). Also, we use Catalyst to map out the white space in our accounts, so we can think strategically about growing our accounts. ### 36. Have used several CS tools & you can tell that Catalyst was built for CSMs by CSMs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 17, 2022 **What do you like best about Catalyst?** As a CSM, doing account notes/ admin is the part of my job that I like the least. However Catalyst makes it quick and easy to update sentiment scores, it saves responses in real-time reliably, integrates bi-directionally with Salesforce so there's always one source of truth, and basically makes CS admin not so tedious. I have used Gainsight before and this was MUCH easier and quicker to use. Aside from the tech, they also have created a CS Coaching corner where you get paired with a mentor in Customer Success leadership at another company, which has been tremendously valuable to my CS career planning. **What do you dislike about Catalyst?** The formatting of the playbooks in the email triggers could be better but this is a minor thing **What problems is Catalyst solving and how is that benefiting you?** Aggregating one source of truth for account notes and plan ### 37. Game Changer for Customer Success & Sales Teams **Rating:** 5.0/5.0 stars **Reviewed by:** Reagan N. | Director Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** February 01, 2023 **What do you like best about Catalyst?** Catalyst is a breeze to setup and implement -- it's intuitive interface made for a rapid adoption process for team members. **What do you dislike about Catalyst?** Backend changes (or setting changes) take a few minutes to update on the frontend. **What problems is Catalyst solving and how is that benefiting you?** Our CS operational effeciencies have improved in regards to uniformed note taking, keeping fields and status up to date, etc. ### 38. A great CSM management tool! **Rating:** 4.5/5.0 stars **Reviewed by:** Luke G. | Customer Success manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Catalyst?** The customisable dashboard gives me a great overview of my clients health, pace and overall score to help effectivley manage my workflow. Contiously updated with relevant features with handy how to guides. **What do you dislike about Catalyst?** it would be great to see live updates when more than one person is working on notes, its great you can tag people to edit after, but being more coloborative live would be benefical. **What problems is Catalyst solving and how is that benefiting you?** the new schedule send feature is a god send for CSM management. It allows all my regular emails to be scheduled and approved, so I can make any updates before sending. ### 39. First Time User **Rating:** 5.0/5.0 stars **Reviewed by:** Edward O. | C, Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2022 **What do you like best about Catalyst?** The layout is straightforward and allows me to customize or create templates as needed. Helps me to create templates to capture customer information/interaction, while planning for next follow up. **What do you dislike about Catalyst?** Working in a business environment where we may transfer client accounts, there is not a bulk way that I have found to transfer at once all of the accounts being assigned or transferred. You can do them one at a time but not in bulk to save time. Need a better understanding of how to create ongoing tasks every month for ongoing client contact. **Recommendations to others considering Catalyst:** Knowing the application you need for Project Management, helps to navigate on what Catalyst can do from a user and organization perspective. **What problems is Catalyst solving and how is that benefiting you?** Instead of navigating through Salesforce being able to notate calls and client notes easily is a huge help in my current role. ### 40. It has worked perfectly in organizing my time, tasks and priorities **Rating:** 4.5/5.0 stars **Reviewed by:** Jocelyn B. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 06, 2023 **What do you like best about Catalyst?** Alarm setting system for tasks and followups. **What do you dislike about Catalyst?** Sometimes it does not connect directly with other apps I use, such as Outlook. **What problems is Catalyst solving and how is that benefiting you?** It's helping have a clearer view of a customer's journey and to strategize through that ### 41. Easy experience **Rating:** 4.5/5.0 stars **Reviewed by:** Demi N. | Account support, Mid-Market (51-1000 emp.) **Reviewed Date:** March 01, 2023 **What do you like best about Catalyst?** I like how easy it is to log/keep track of tasks and visually like the layout of the platform. **What do you dislike about Catalyst?** At first, it was difficult to navigate around and took some time to get used to. **What problems is Catalyst solving and how is that benefiting you?** Task management ### 42. Implementation Specialist **Rating:** 5.0/5.0 stars **Reviewed by:** Caleb G. | Enterprise Implementation Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2023 **What do you like best about Catalyst?** Catalyst streamlines all the important information from Salesforce into one easy-to-use dashboard. They make staying on top of accounts/clients very easy! **What do you dislike about Catalyst?** Nothing at this moment! Really nothing poor to say. **What problems is Catalyst solving and how is that benefiting you?** Catalyst is consolidating our customer information to make communication about accounts across our teams very seamless. ### 43. New to Catalyst **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2022 **What do you like best about Catalyst?** I like that Catalyst allows you to use tasks (with due dues) within notes on the accounts. The templates feature is also helps me save time. We're not forced to recreate the wheel each time. The Account 360 is a super quick way to gain a holistic view of each customer without multiple clicks. The leadership dashboards also make team meetings so much more streamlined. **What do you dislike about Catalyst?** Some of the UI can be a bit weird at times. For example, when you click "use" on a note, and then try to use to maximize or pop out functionality, it can be a bit clunky. I also wish that when you choose to update the account sentiment feature it had the ability to show a 3 or 6 month running history. **What problems is Catalyst solving and how is that benefiting you?** Easy and quick important notes and highlights saved all in one place for all of the accounts I manage. I can find everything I need in Catalyst, without having to go back into Salesforce unless I need deeper details from the Sales/commercial side. ### 44. Catalyst is a great tool **Rating:** 5.0/5.0 stars **Reviewed by:** Dan S. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2022 **What do you like best about Catalyst?** I like how it enables you to use it as a task manager, all while seamlessly connecting to our Salesforce instance so that all of our account information is available **What do you dislike about Catalyst?** The reporting is titled as segmenting, while I understand the purpose, it isn't as accessible as most other tools with standard reporting. Even the title segmenting is convoluted. **What problems is Catalyst solving and how is that benefiting you?** Task management is made super simple and easy. We can enter Salesforce notes and track our tasks better using Catalyst. Google tasks and notes, all of these tools are obsolete with Catalyst. ### 45. Intuitive & Useful **Rating:** 4.0/5.0 stars **Reviewed by:** Charlie G. | Customer Success Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** October 17, 2022 **What do you like best about Catalyst?** I like how it's easy to navigate and customise & it's versatile. It makes my life a lot easier when managing my accounts. Having everything in one place is excellent. **What do you dislike about Catalyst?** I don't have much negative to say, honestly. Some more automated functions would be nice like automatically populating & sending certain emails would save a lot of time. **What problems is Catalyst solving and how is that benefiting you?** Catalyst is helping me to manage my accounts more efficiently, ultimately allowing me to give my customers a better experience. It helps me to keep on top of my deadlines & see the health of my account base at a glance. ### 46. Catalyst User Review **Rating:** 4.5/5.0 stars **Reviewed by:** lucie s. | Retention Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2022 **What do you like best about Catalyst?** You can easily sync CRM data from multiple external platforms including salesforce so that all relevant client data is displayed in a single view. There are also lots of great visual graphs and charts to help interpret the data in a meaningful way **What do you dislike about Catalyst?** you need to spend a far amount of time optimising the platform and building your own report templates **What problems is Catalyst solving and how is that benefiting you?** previous issues with managing account renewals, account tiering and capturing account activity. CSM team can now record client engagement levels, monitor account health status and set tasks ### 47. One stop shop for all your CS needs! **Rating:** 4.5/5.0 stars **Reviewed by:** Raleigh L. | Manager, Client Success, Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2022 **What do you like best about Catalyst?** Catalyst gathers all your data to help you build a health score to help prioritize your customer needs and where to put your focus. I also love how customizable everything is. **What do you dislike about Catalyst?** Setting up playbooks is a little tricky. I also would have liked the option of having general templates for building layouts. **What problems is Catalyst solving and how is that benefiting you?** Catalyst is solving the problem of having the CS Team jump from platform to platform, digging for data and trying to calculate all this information to make informed decisions about your customers. ### 48. Great for a CSM! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** August 18, 2022 **What do you like best about Catalyst?** Catalyst allows me to customize my views depending on what is most important to me depending on my day to day workload, and keep all information on my clients in one spot. **What do you dislike about Catalyst?** Sometimes there can be a few too many things to look at on my screen since there is so much information, but I do appreciate it is all in one place. Sometimes it's hard for me to understand if there is an alert I should actually pay attention to, or can ignore. **What problems is Catalyst solving and how is that benefiting you?** Being a CSM, I need to keep all of the information regarding my clients in one space so I stay organized, which Catalyst does for me! It even includes alerts I would normally need to pull reports in for. ### 49. User friendly end-to-end account management and mapping platform. **Rating:** 4.5/5.0 stars **Reviewed by:** James N. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2022 **What do you like best about Catalyst?** Extremely user-friendly, it helps consolidate and streamline workflows. Ultimately an end-to-end account management and mapping platform. **What do you dislike about Catalyst?** Nothing too specific at this stage. Possibly making connections between current clients and spotting white spaces, i.e. other companies to target who work in the same area. **What problems is Catalyst solving and how is that benefiting you?** Organising my work. Helps log client conversations and keeps track of all conversations by using some of the key features such as 'notes' which can be filled in pre each meeting. ### 50. A CS focused tool allowing CS to pull the data we need to trend where our customers are tracking. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Catalyst?** The ability to connect to our other tools like Jira, Salesforce, & Zendesk - this allows us to create a one-stop shop on everything we need to know about our customers. Having the ability to then create reports with said data being pulled in is a cherry on top. **What do you dislike about Catalyst?** Having the ability to pull together different objects of data into the same reports would be a boon - so the current restriction does make the dashboards a bit more cluttered than they need to be. **What problems is Catalyst solving and how is that benefiting you?** From my perspective, it is allowing my team to keep track of where each customer is, what actions the customer needs to complete, which items my team needs to do which ultimately ensures that a customer feels heard. ## Catalyst Discussions - [What makes Cisco different?](https://www.g2.com/discussions/what-makes-cisco-different) - [Do you need smartnet to upgrade IOS?](https://www.g2.com/discussions/do-you-need-smartnet-to-upgrade-ios) - [What is a Cisco switch used for?](https://www.g2.com/discussions/what-is-a-cisco-switch-used-for) - [What is Catalyst in networking?](https://www.g2.com/discussions/what-is-catalyst-in-networking) - 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[Snowflake](https://www.g2.com/products/snowflake/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Catalyst Features **Customer Information** - Customer Health Scores - Customer Monitoring - Customer Profiles - Playbooks - Customer Segments - Product Engagement - Surveys - NPS of Customers - Customer Engagement **Data Sourcing** - Data Enrichment - Expandability - Email Marketing - Multi-Channel Marketing - Real-Time Data **Sales Team** - Flexible Sales Process - Playbooks **Platform Basics** - Customizable Templates - Multi-user Access and Collaboration - Data Analytics - Predictive Analytics - Behavioral Analytics - Campaign Analytics - Website Analytics - Visual Analytics **Platform Basics** - Dynamic Segmentation - Journey Optimization **Predictions** - Churn Risk - Upsell Opportunities - Custom Triggers **Intelligence** - Marketing Metrics **Intelligence** - Opportunity Identification - Smart Content **Platform Data** - Journey Reporting - Trends Reporting - Dashboards - Advanced Data Filtering **Agentic AI - Customer Journey Mapping** - Autonomous Task Execution **Additional Functionality** - Engagement Tracking - Contact Management - Customer Journey Mapping - Generative AI - API - A/B Testing - Lead Generation - Data Integration - Customer Activity Tracking - Activity Dashboard - Activity Tracking - Campaign Segmentation - Lead Capture - Contact Database - Campaign Management - Behavior Tracking - Real-Time Analytics - Email Management - Lead Qualification - Reporting & Statistics - Template Management - Alerts/Notifications - Predictive Analytics - Surveys & Feedback - Personalization - Campaign Planning - Third-Party Integrations - Behavioral Analytics - Email Tracking - Campaign Analytics - Customer Segmentation - Multi-Channel Communication - Lead Management - Channel Management - AI Copilot - Audience Targeting - GDPR Compliance - Customer Profiles - Customer Database - Multiple Data Sources - Event Triggered Actions - Tagging - Customizable Templates **Additional Functionality** - Multi-Channel Marketing - Map Creation - Email Marketing - Single Sign On - Performance Metrics - Customer Database - API - Activity Dashboard - Data Linking - Whiteboard - Drag & Drop - Data Visualization - Collaboration Tools - Brainstorming - Conversion Tracking - Workflow Management - Activity Tracking - Behavior Tracking - Personalization - Customizable Reports - Customer Journey Mapping - Customer Profiles - AI Copilot - Third-Party Integrations - Real-Time Notifications - Tagging - Audience Targeting - CRM - Surveys & Feedback - Data Import/Export - Reporting & Statistics - Communication Management - Attribution Modeling - Action Management - Map Sharing - Engagement Tracking - Customizable Branding - Generative AI - Customer Touchpoints - Customer Experience Management - Diagramming - Campaign Management - A/B Testing - Storyboarding - Customer Segmentation **Platform** - Reporting & Dashboards - Third-Party Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management - Collaboration Tools - Real-Time Data - Activity Dashboard - Customer Experience Management - Churn Management - Survey/Poll Management - Communication Management - Task Management - Customer Management - Account Management - Renewal Management - Feedback Management - Knowledge Base Management - Revenue Management - Workflow Management - Contact Management - Email Management - Configurable Workflow **Platform Additional Functionality** - Integrations - Automated Alerts **Generative AI** - Generative AI **Agentic AI - Customer Journey Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Agentic AI - Customer Revenue Optimization** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Social Media Integration - Multi-Language **Additional Functionality** - Onboarding - Chat/Messaging - Performance Metrics - Activity Tracking - CRM - API - Customer Database - Customizable Templates - Widgets - Win/Loss Analysis - AI Copilot - Event Triggered Actions - Surveys & Feedback - Engagement Tracking - Customer Segmentation - Customizable Reports - Drag & Drop - Customer History - Reporting & Statistics - Reporting/Analytics - Customizable Forms - Customizable Branding - Usage Tracking/Analytics - Multi-Channel Communication - Account Alerts ## Top Catalyst Alternatives - [ChurnZero](https://www.g2.com/products/churnzero/reviews) - 4.7/5.0 (1,594 reviews) - [Planhat](https://www.g2.com/products/planhat/reviews) - 4.5/5.0 (942 reviews) - [Custify](https://www.g2.com/products/custify/reviews) - 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