The Growing Importance of Customer Success, and Why Your Company Needs It

Feb 13, 2018

The Cloud has been revolutionizing the world of technology since 2010. Since the beginning of the current decade, most new software companies have been operating on a Software-as-a-Service (SaaS) model. So much so that giants like IBM, Oracle, Microsoft, and SAP have all switched to a SaaS model. This has given birth to a new kind of metric to judge success in this digitally charged world: Customer Success.

The Changing Landscape of SaaS


Traditionally, before SaaS, when a user bought an application, the user was responsible for its installation, testing, monitoring, patches, and upgrades. As the world moves more towards the convenience and flexibility of SaaS, companies have adapted to recurring revenue business models to grow. Organizations need to become dedicated to being ‘hands-on’ whilst managing customer relationships as strategic assets, or risk losing out to the increased competition.

As such,  Customer Success as a metric has emerged as an all-consuming unit, imperative for business. Customer Service Management (CSM) acts as an amalgamation of different business functions and activities including marketing and sales, training, and support services that take care of the every whim of a customer.

The Need for Customer Success


Under the philosophy of customer success, customer acquisition is only the beginning of a long-term data driven strategy that focuses on customer satisfaction not just till the point-of-sale, but well beyond, to instill customer loyalty. In a SaaS defined world, the cloud vendors assume all the responsibility of delivering a great experience.

Companies have understood for a while now that new technology adoption often severely disrupts cultural and behavioral norms that an organization deals with on a day-to-day basis. If this adoption does not take into account the experience of the users, no matter how powerful the application itself is, it will fail to deliver any value to its users. Thus, Customer Service Management allows your clients to achieve their desired business outcomes with the help of technology.  

ServiceNow CSM

ServiceNow is redefining how enterprise software works by molding the SaaS model into their trademarked “everything as a service” delivery model. ServiceNow understands that great customer service isn’t just the responsibility of one department, it is a company-wide commitment. ServiceNow Customer Service Management (CSM) allows you to connect customer service with various departments within your organization to identify and resolve issues at lightning speed, lower costs, and improve overall customer satisfaction.

ServiceNow CSM can provide you with the following benefits:

  • Better customer satisfaction through self-service portals, integrated knowledge management, and the ServiceNow community.
  • Lower service costs through automation and the Service Catalog.
  • Field Service Management (FSM)
  • Proactively managed services
  • Use the Internet-of-Things (IoT) to improve the product or service quality.

 About ProV 


ProV International Inc. is a global IT services organization committed to providing high-end technologies to make the day-to-day of running a business easier and more cost-efficient. ProV is a certified Bronze partner of ServiceNow and provides an array of strategic services ranging from staffing to implementation covering ITOM, ITSM, and CSM.

We understand that simply buying a ServiceNow license by itself is not enough. Thus, we ensure a smooth roll-out and implementation for you that warrants optimal adoption. To learn more about ways to make the most out of your ServiceNow investment, download our FREE guide below. For anything else, drop a comment below or contact us today.

get help with servicenow


Share This Article

Topics: ServiceNow, ITOM, Customer Success