Customer Success Management release notes
Summarize
Summary of Customer Success Management Release Notes - Yokohama
The ServiceNow® Customer Success Management application, updated in the Yokohama release, is designed to enhance your ability to streamline customer onboarding, define and monitor objectives and outcomes, manage risks, and improve renewal rates. This release introduces new tools and frameworks to help customer success managers better track engagement health, organize interactions, and leverage AI-driven insights.
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Key Features
- Health Framework: Define and measure key business and operational indicators to assess the overall health of customer engagements and identify trends for proactive management.
- Risk Framework: Centralize and track relational risks, identify risk signals, and implement repeatable remediation plans to reduce customer turnover.
- Success Blueprint Builder: Create standardized templates of objectives and outcomes aligned with products, enabling prioritization to maximize customer impact.
- Success Initiative Roadmap: Visualize timelines, status, and priorities of success initiatives to better manage customer success activities.
- Touchpoints Enhancements: Manage customer interactions such as meetings and emails with a touchpoint planner to ensure timely and effective engagement.
- Case Summarization with Generative AI: Utilize AI to generate high-level summaries of onboarding cases, engagements, and touchpoints for quick understanding and decision-making.
- UI Enhancements:
- Success Portfolio Dashboard: Provides visibility into the health of a customer success manager’s portfolio, including engagement health, risk trends, and touchpoints.
- Engagement Page: Offers a high-level overview of individual engagements, showing current health scores, issues, and progress on objectives and outcomes.
- Data Import Enhancements: Improve onboarding efficiency by enabling bulk data import and quick resolution of import errors or issues.
- CRM Integration: Integrate ServiceNow with external CRM platforms to synchronize customer engagement lifecycle information.
Activation and Availability
Customer Success Management is available for installation through the ServiceNow Store. Customers must request the application via the store to enable these features. For ongoing updates, customers can refer to the ServiceNow Store version history.
Related Applications
ServiceNow’s Customer Service Management application complements Customer Success Management by automating onboarding and case monitoring, providing agents with necessary visibility into customer systems to deliver proactive services.
The ServiceNow® Customer Success Management application helps you to streamline your onboarding process, define and track objectives and outcomes, identify and mitigate risks, and increase renewal rates. Customer Success Management was enhanced and updated in the Yokohama release.
Customer Success Management highlights for the Yokohama release
- Define, measure, and track the overall health of an engagement and monitor risk signals and issues.
- Manage all customer interactions in a single place and organize them with the touchpoint calendar.
- Create templates to define common success objectives and outcomes and associate them with a product.
- Use Now Assist for Telecommunications, Media and Technology (TMT) to summarize account onboarding cases, engagements, and touchpoints.
- Integrate your ServiceNow instance with external Customer Relationship Management (CRM) platforms during the engagement life cycle.
See Account Lifecycle Events for more information.
New in the Yokohama release
- Health framework
- Define the key business and operational indicators and their impact on the overall health of an engagement. You can provide insights that help identify the trends and determine if the engagement is stable.
- Risk framework
- Centralize, track, and monitor the relational risks so that you can reduce customer turnover. You can identify risk signals and create repeatable remediation plans.
- Success blueprint builder
- Create standardized objectives and outcomes for an engagement. Your customer success managers can prioritize the requirements and identify the outcomes that provide the maximum customer impact.
- Success initiative roadmap
- Create a timeline view of the success initiatives and view the status, timing, and priority of these activities.
- Touchpoints enhancements
- Use a touchpoint to track and manage your customer interactions through meetings and emails. With the touchpoint planner, you can help to ensure that all customer interactions and related activities are taking place on time with expected results.
- Case summarization for onboarding cases, engagements, and touchpoints
- Use generative AI to get a high-level summary of the status of your engagements, onboarding cases, and touchpoints.
UI changes
- Success portfolio
- The Success portfolio dashboard provides visibility into the overall health of a customer success manager's portfolio. With this dashboard, you can view the health of an engagement, individual indicators, health and risk trends, and touchpoints.
- Engagement page enhancements
- Use the engagement home page to see a high-level overview of an engagement. You can also view the current health score, identify issues, and monitor objectives and outcomes.
- Data import enhancements
- Optimize the onboarding process by importing and publishing a large amount of data and resolve any errors or issues quickly.
Activation information
Install Customer Success Management by requesting it from ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.