Customer Success Management
What’s new in Zurich?
Table of Contents
- Rebranding
- AI in Customer Success Management
- Implementation record
- Product Usage
- Success Report
- Engagement Hierarchy
- Engagement Timeline
- Resources
Rebranding
We are excited to announce that Account Lifecycle Events has been rebranded to Customer Success Management. This name change was implemented starting in Zurich. As such you will see the name reflected in the ServiceNow Store and the Application Manager in-instance. Additionally we’ve relabelled the Success Case record to Customer Play. The application menus, roles and other artifacts have been updated to reflect these changes.
AI in Customer Success Management
Recommend Risk Signal Solutions Agentic Workflow
Designed to turn insights into action. By identifying specific risk factors, this agent can automatically trigger Success Plays. This agentic workflow can be used to assess and offer solutions for both individual and multiple risks. It is triggered daily based on a predefined schedule, or manually by CSMs and the results are displayed in the Now Assist Panel.
It includes a single agent:
- Success Risk Solution AI Agent: This agent performs the lookup and grouping of risk signal and issue records for the logged and presents them to the logged in user. Then, takes the selected record(s) and attempts to identify the correct resolution play to mitigate the risk
Trigger Risk Mitigation Touchpoint Agentic Workflow
This workflow empowers CSMs to efficiently create and schedule meetings within touchpoints, automating key steps to save time and ensure accuracy. This workflow will work to understand the context of the risk to suggest an agenda, identify invitees, work to get meeting URLs (if configured), and more.
It includes two agents and a trigger:
- Meeting Draft Creator AI Agent: Used to help CSMs in generating draft meetings for existing or new touchpoints. Operating optimally when triggered by relevant record context, it populates only the mandatory fields to create a streamlined draft, minimizing manual input and ensuring consistency.
- Draft Meeting Scheduler AI Agent: This agent supports CSMs in finalizing draft meetings by adding invitees and embedding a Zoom meeting link. Meeting invites can be sent directly to all attendees from the Now Assist Panel, providing a seamless, end-to-end scheduling experience.
- Trigger: Ships with a built-in RISK trigger, automatically activating when the probability of risk is very high or occurred. This proactive mechanism enables CSMs to address critical situations swiftly through timely meetings.
Support Renewals and Expansion Agentic Workflow
This capability is an intelligent, AI-driven workflow that revolutionizes how account teams approach contract renewals. Automatically activating when a contract has fewer than 90 days remaining, it evaluates the likelihood of a successful renewal at the engagement level by analyzing factors such as engagement health, product usage, and progress toward success outcomes. This capability delivers precise, data-driven insights, empowering teams to make informed decisions that maximize retention and strengthen customer relationships, while ensuring proactive engagement and driving confident renewal outcomes.
It includes three agents and a trigger:
- Renewals Analysis AI Agent: This agent acts as a friendly guide through the agentic workflow. It will walkthrough capturing the details of the analysis to be performed, work with the other, included, agents to understand and summarize results to the user, and suggest options for configured success plays.
- Value realization assessor AI Agent: This agent focusses on understanding the value delivered to an engagement by analyzing the dispositions for Objectives and Outcomes that have been executed.
- Success insights AI Agent: This agent is responsible for combing the Data Context Engine data to understand product usage details. After collecting the necessary information, it returns its assessment and communicates back to the Renewals Analysis AI Agent for communication back to the user.
- Trigger: Ships with a prebuilt trigger which is executed when an applicable contract’s end date hits 90 days. This can be configured by creating a duplicate of the agentic workflow and modifying the contrition of the trigger.
Success Summarizations by Now Assist
This AI-driven feature, powered by Now Assist, equips ServiceNow Customer Success Management (CSM) teams with concise, actionable summaries for three key record types: Success Initiatives, Customer Plays, and Internal Plays. By delivering clear, data-driven insights into goals, progress, and next steps, it streamlines decision-making and ensures alignment, empowering teams to proactively drive exceptional customer outcomes tailored to each record’s unique context.
Success Initiative Summary
The Success Initiative Summary empowers teams to track and manage strategic customer success initiatives with precision. Organized into three intuitive sections, it provides a comprehensive snapshot of progress and priorities:
- Overview: Captures the essence of the initiative, including the primary goal, current progress, due date, and other key details. This holistic view ensures alignment across stakeholders.
- Progress Update: Highlights the initiative’s status through summarized work notes and recent emails. It also details the total number of success tasks, with a clear breakdown of open versus closed tasks, enabling teams to gauge momentum immediately.
- Next Steps: Focuses on actionable priorities by summarizing open success tasks, required agent actions, and tasks due within the next 7 days, ensuring teams stay on track to meet critical deadlines.
Customer Play Summary
The Customer Play Summary is designed to optimize customer-facing strategies, providing clarity on collaborative efforts to drive value. Like the Success Initiative, it features three sections, with a specialized focus on meeting-driven insights:
- Overview: Summarizes the primary goal, product, progress, and other details, offering a clear foundation for customer-aligned strategies.
- Progress Update: Goes beyond work notes and recent emails to include details of meetings associated with the customer play, alongside the total success tasks and open versus closed tasks. This enriched context helps teams stay informed about customer interactions and progress.
- Next Steps: Outlines open Customer Play tasks, required agent actions, and tasks due within 7 days, empowering teams to prioritize customer engagement and deliver measurable outcomes.
Internal Play Summary
The Internal Play Summary equips teams with insights to manage internal strategies and contract-related objectives efficiently. Tailored for internal alignment, it includes three sections with a focus on contract context:
- Overview: Details the primary goal, progress, due date, and other details, providing a clear picture of internal priorities and their strategic importance.
- Progress Update: Summarizes the status through work notes and recent emails, alongside the total success tasks and open versus closed tasks, enabling teams to monitor internal progress with ease.
- Next Steps: Highlights open Internal Play tasks, required agent actions, and tasks due within the next 7 days, ensuring teams remain proactive in addressing internal objectives and contract-related goals.
Installation and Configuration
These capabilities transform how teams manage customer success processes, including risk mitigation, meeting coordination, summarization of plays and initiatives, renewal support, and more, delivering clarity, focus, and actionable insights to drive exceptional outcomes. To unlock the power of all AI Capabilities in Customer Success management, customers must have:
- Family release Zurich patch 1 or newer
- Now Assist for Telecommunications, Media and Technology (TMT) v5.0.1 or newer
- Customer Success Management v5.3.4 or newer
Implementation record
The Implementation Record addresses the challenge of enabling Customer Success Managers (CSMs) to monitor product deployments and associated risks tied to their engagements without requiring direct involvement in the implementation projects. It provides a customizable, playbook-driven experience that captures essential product details and categorizes implementation types, such as Partner-Led, Self-Led, or Professional Services. Designed as a case type, it aligns with the Partner data model in CRM, integrates with tools like ServiceNow’s Strategic Portfolio Management as well as others, and facilitates seamless tracking, ensuring CSMs stay informed and can proactively manage customer success.
Product Usage
We've tackled the longstanding issue of siloed product usage data that often-left Customer Success Managers and stakeholders struggling to piece together a complete picture of engagement health, risks, and future potential from disparate systems. The new Product Usage feature is a dedicated insights page within the engagement interface that seamlessly integrates with the Health and Risk frameworks to centralize and visualize adoption insights in one accessible place. Key highlights include current product adoption scores, trends over the last 12 weeks, detailed lists of sold products, per-product usage visualizations (tracking current, base, and target values), supporting contextual metrics, and comprehensive tracking of child products and capabilities—with drill-down options at every level for deeper analysis. This empowers teams to drive proactive actions, automate workflows, and unlock actionable intelligence, ultimately enhancing customer health, reducing churn, and accelerating value realization.
Additionally, enhancements to the Data Context Engine now introduce calculated data sources, enabling advanced mathematical computations on captured data to derive even more precise and dynamic insights. We've also added configuration tables that allow administrators to customize the insights displayed on the Product Usage and Capability Usage records, supporting scalability across diverse products, customer segments, and scenarios to ensure all presented data remains highly contextually relevant and tailored to your organization's needs.
Parent product – Cloud X Platform
Parent product, children – Cloud X Platform > Child products
Child product – Cloud X Platform > Cloud X Security Suite
Child product capability – Cloud X Security Suite > Threat Detection and Response
Grandchild product – Cloud X Platform > Cloud X Security Suite > Cloud X Security Monitoring Agent
Success Report
The Success Report tackles the challenge of fragmented oversight for managers of Customer Success Managers, who previously struggled to gain a comprehensive, data-driven view of team performance and customer portfolios across disparate metrics. The new Success Report is a powerful dashboard that aggregates key data into a centralized interface with filters for contract value, CSM, and industry, featuring four intuitive tabs: Overview (summarizing engagement activity with visualizations for total counts, year-to-date trends in new engagements, average engagements per CSM, and more); Adoption (offering visibility into onboarding progress and product usage via go-live timelines, active engagements, success objective completion rates, and more); Renewal (providing insights into performance and pipelines with upcoming renewals, contract status, stage breakdowns, year-to-date outcomes, losses, and more); and Risk (highlighting indicators like contract value at risk and renewals tied to poor-health engagements). This enables streamlined portfolio monitoring, enhanced decision-making, proactive interventions, and scalable customer success strategies to drive better outcomes and reduce churn.
Success Report 1 - Overview tab
Success Report 2 - Risk tab
Success Report 3 - Adoption tab
Success Report 4 - Renewal tab
Engagement Hierarchy
The Engagement Hierarchy resolves the pain point of fragmented visibility that left Account Managers and stakeholders without a big-picture overview of multiple engagements linked to a single key account, complicating the monitoring and coordination of onboarding, health, risks, renewals, and other vital elements. The new Engagement Hierarchy feature delivers a centralized view that aggregates critical data—like contract value, health trends and scores, risks, and more—across all associated engagements in one place, complete with intuitive visualizations for total engagements, total contract value, risk breakdowns by probability, and work categorized by type and stage. This unified perspective empowers proactive decision-making, efficient resource allocation, streamlined oversight, and enhanced account health management to drive superior customer outcomes and reduce potential churn.
Engagement Timeline
We've eliminated the inefficiency of fragmented event tracking that forced Customer Success Managers to manually comb through emails or databases to reconstruct timelines, often leading to delays in understanding sentiment, trends, and engagement context. The new Engagement Timeline feature is a configurable component on the engagement record that surfaces a chronological view of key milestones, events, and activities in one place, with search, sort, and filter capabilities for effortless navigation. This empowers CSMs with tailored insights to expedite comprehension, reduce interpretation errors, and deliver superior service, ultimately enhancing portfolio management, proactive decision-making, and customer outcomes.
Resources
