Overview
Customer Service Management (CSM) is a set of workflows and tools for optimally overseeing and tracking all interactions with a business’s customers. The goal of CSM is to comprehensively manage the customer experience (CX), regardless of the engagement channel or type of interaction/transaction. CSM also is known as Customer Experience Management (abbreviated CEM or CXM). CSM focuses on:
Why Businesses Need CSM
Customer service operations have reached a tipping point, according to a 2018 Forrester Research report on the state of the customer service industry. Similarly, the consulting firm McKinsey declared in 2018 that customer service is at the beginning of a new era, which McKinsey has named customer success 2.0.
Analysts say the only viable way for companies to respond to fundamental changes in the customer service industry is to embrace CSM:
Forrester Consulting published a 2017 case study quantifying the benefits of a large, $850 million software company’s decision to implement ServiceNow CSM. The report found:
Quantified Benefits Of ServiceNow CSM
Businesses’ growing need to manage the lifecycle of assets and ensure compliance readiness will drive the growth of the ITAM market in the coming years. The analyst firms MarketsandMarkets, Research and Markets, and ReportLinker have all estimated that software asset management is expected to grow into a $2.3 billion industry by 2022, at a compound annual growth rate of 14.8%.
Why Businesses Choose ServiceNow For CSM
Modern businesses recognize that investing in a cloud-based CSM platform is one of the most important, strategic ways to differentiate themselves in a competitive marketplace:
Forrester Consulting reported in 2018 that organizations are turning to the CSM platform from cloud computing company ServiceNow to deliver a seamless, integrated customer experience. Forrester found that ServiceNow CSM is specifically designed to:
Introduced in 2016, ServiceNow CSM already is attracting accolades. The research firm Gartner ranked ServiceNow CSM for the first time in its 2018 Customer Engagement Magic Quadrant. ServiceNow was the only vendor that earned a spot in the Visionaries category. Gartner’s 2018 Customer Engagement Magic Quadrant report noted the following strengths of ServiceNow CSM:
Gartner reported that customers praise the following aspects of ServiceNow CSM:
Where CSM and ServiceNow Are Headed
Using CSM to improve the customer experience is becoming increasingly essential:
The overall size of the CSM industry is expected to grow significantly in the coming years:
ServiceNow CSM is poised to dramatically reshape the industry in the coming years.
ServiceNow Products
Businesses that use ServiceNow are able to rapidly achieve improved self-service capabilities for all users (both employees and customers) and elevated efficiencies in service operations.
ITSM
Information Technology Service Management
ServiceNow IT Service Management (ITSM) helps you accelerate your digital transformation by enabling services for your end-users wherever they are, whenever they need it, and from any device they have.
ITAM
Information Technology Asset Management
Information Technology Asset Management (ITAM) is a set of business practices and tools for optimally supporting lifecycle management of IT assets with the goal of ITAM helping organizations manage their hardware and software inventory more effectively.
ITBM
Information Technology Business Management
Information Technology Business Management (ITBM) is a set of workflows and tools for optimally developing, delivering, and managing business services through an IT-focused lens. The goal of ITBM is to help organizations more comprehensively understand how their technology environment relates to their business goals, strategies, and needs.
SAM
Software Asset Management
Software Asset Management (SAM) is a set of business practices and strategies for optimally managing acquisition, usage, and lifecycle maintenance of software that enables organizations to create an accurate system of record for all software assets.
HRSD
Human Resource Service Delivery
HR Service Delivery (HRSD), also known as HR Service Delivery, is a best-practices approach for automating and standardizing HR processes within your organization that enables organizations to provide engaging, holistic HR services to employees.
ITOM
Information Technology Service Management
Information Technology Service Management (ITSM) is a set of workflows and tools for optimally developing, delivering, and managing IT services. ITSM is used to handle incidents, service requests, problems, and changes—all of which are typically linked through an ITSM platform such as ServiceNow.
THE BUSINESS CASE FOR SERVICENOW
Begin your custom ServiceNow
Business Case
According to Forrester Consulting’s 2017 The Total Economic Impact of ServiceNow report, ServiceNow customers benefit from a 20% increase in IT productivity and enjoy, on average, a 195% ROI and payback in less than nine months.
While Forrester provides numerous benefits and statistics quantifying ServiceNow’s ROI, businesses should also develop a customized business case for their own organization. Crossfuze can create a detailed ServiceNow business case for any qualified organization that requests one.
Additional Resources
PILLAR SERIES
10 Pillars of ServiceNow Success for CIOs
Unlock the secrets of platform success from over 500 ServiceNow implementations by reading the 10 Pillars of ServiceNow Success for CIOs eBook. Join the hundreds of readers who have used these tips to quickly and strategically align their ServiceNow investment with business outcomes.
RESOURCE
Must-read Resources While Evaluating ServiceNow
Are you considering investing in the ServiceNow platform for your organization? Or have you recently invested in the ServiceNow platform and want to make sure you get the most from your investment? Put away your search engine of choice, because we’ve done all the research for you. Here’s a handy list of resources to help you learn more about ServiceNow.
BLOG
ITSM vs. ITIL: What’s the Difference Between ITIL & ITSM?
In the IT world, it’s assumed you understand the difference between the terms ITSM and ITIL. However, not everyone uses these ITSM and ITIL correctly; some even use ITSM and ITIL interchangeably, which magnifies everyone’s confusion.
CASE STUDY
ServiceNow Success Story: Gary Collins, Finastra
Gary Collins shares his experience working with Crossfuze on launching Smart Launch for ServiceNow ITSM in this informative video. Onboarding ServiceNow has never been so easy since Smart Launch for ITSM. With Finastra’s ITSM success, Gary and his team are now working with Crossfuze on the next stage of their ServiceNow roadmap.
BLOG
3 Reasons Why Modernizing IT Service Management Will Improve Employee Engagement and Experiences
Operational efficiency impacts the bottom line of every organization. When employees are faced with IT issues, the most common way to a resolution is to march into the IT office and find help.
EBOOK
ServiceNow Onboarding Success Workbook
This highly interactive workbook will position you for early and often platform wins. Dive in and start building your ServiceNow foundation for success using the workbook’s advice, tips, and dynamic forms. Capture your goals, strategies, and tactics all in one spot. Collaborate and share with colleagues.
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