• Products
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  • Industries
  • Making it #EasyForEmployees
  • A guide with best practices for transforming the employee service experience.
  • Modernizing government via ITSM
  • A research doc about government agencies’ digital transformation challenges.


  • Gartner names ServiceNow a leader
  • 2018 Magic Quadrant for Enterprise High-Productivity Application PaaS.


  • General Mills transforms HR
  • Global employee service experience shows entire corporation how it’s done.


  • Do you need an AI council?
  • Formal collaboration helps implement new technology safely and effectively.

Redefining CRM: From Reactive to Proactive Customer Service

Current CRM systems excel at managing customer engagement and data. However, they weren’t designed to enable customer service teams to help customers proactively.

In this on‑demand webinar, Michael DeSalles of Frost and Sullivan presents new approaches to customer service management that can help you eliminate the reasons why customers call in the first place–including self‑service, automation, and the ability to connect customer service to the rest of the enterprise to resolve issues.

Michael is joined by Terence Chesire, Director of Product Management at ServiceNow, who demonstrates how businesses are transforming customer service by:

  • Simplifying and automating recurring customer requests
  • Assigning and holding other departments accountable for issue resolution
  • Transitioning from reacting to problems to anticipating them

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