Customer Success Management release notes
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.
Important:
Customer Success Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
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.