CRM Comparison Guide:
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CRM Comparison Leave Legacy Behind Legacy vs. ServiceNow CRM Capabilities Evaluation Criteria Why ServiceNow FAQ
Why ServiceNow CRM makes 
all the difference Legacy CRM systems were built as digital filing cabinets, designed to track the past, not shape the future. They aren’t prepared to deliver the real-time, AI-powered, personalized experiences that today’s customers expect. With rigid, siloed workflows that are hard to scale, other solutions can’t adapt as fast as your business needs. It’s time to demand more from CRM—and see what’s possible when you do.
Legacy CRM Siloed processes from traditional CRM systems can’t keep up with your customers’ expectations.  System of record Focused only on omni-channel interaction Designed to report on the past Built to track user activity Relies on manual tasks Made up of a patchwork of apps
RECOMMENDED ServiceNow CRM AI-native CRM from ServiceNow delivers the outstanding personalized experiences your customers expect. System of record and action Focused on fulfilling customer needs Designed to grow revenue and loyalty Built to deliver results with AI agents Powered by autonomous workflows Built on a unified AI platform
Key Factors to Consider in Your CRM ServiceNow ingests data from any system and applies AI and automation to streamline cross-department business processes. AI AI agents work alongside your staff to act on customer requests, from handling individual tasks to completing whole workflows.  
 Video CTA Data Data from any system is unified, real-time, and AI-ready so your entire organization can act and make decisions quickly. Video CTA Workflows Workflows can be automated to eliminate manual work, speed up processes, and fulfill requests faster. Video CTA
CRM evaluation criteria
AI-enabled
AI-enabled To meet customers’ expectations, you need a CRM that makes AI effortless to use. With the pace of innovation, a system that treats AI as another pricey add-on just can’t keep up. And if it’s too hard to adopt, it’s impossible to see its real value.  Learn More
Scalability and Performance
Scalability and Performance With the massive scale of enterprise customer data and interactions, you need a CRM solution that enables consistent, efficient, and effective customer experiences. No matter how high the volume of data or inquiries, you must have a reliable system that doesn’t lag or crash. View Case Study
Ease of Use
Ease of Use You want a solution that’s easy for your employees to use and makes life easier for your customers. An intuitive, user-friendly CRM boosts internal adoption rates, reduces training time, streamlines workflows, minimizes errors, and gives your team more time to connect with customers.  See Story
Cost of Ownership
Cost of Ownership When you think about procuring a CRM, you aren’t just purchasing a solution; you’re making an investment in the quality of your customer relationships. As you evaluate pricing models, think beyond just licensing to consider the cost of implementation, maintenance, upgrades, and training, as well as customer loyalty. Deliver Fast ROI
Customization and Flexibility
Customization and Flexibility Every customer is unique and so are your specific business needs. Look for a flexible CRM to fit your teams and processes, not the other way around. A solution with customization built-in means your teams spend less time worrying about setup and more time driving results. See How
Security and Compliance
Security and Compliance Growing privacy concerns and stricter regulations put more pressure on businesses to protect personally identifiable information. Your CRM should follow the highest security and compliance standards to safeguard customer data and protect your customer relationships.  Learn More
Why choose ServiceNow CRM We are committed to delivering on our promises, so you can deliver on yours.  Accelerate revenue growth Reduce customer churn, increase the time your sales team spends selling, and speed up deal cycles.  Boost customer satisfaction Enhance your customer experience and drive greater loyalty with real-time, personalized service and faster resolution times.  Lower operational costs Automate manual tasks, reduce inefficiencies, and minimize agent turnover to reduce the cost of customer operations.  Empower your employees Enable employees to focus on higher-value work with unified workflows, AI assistance, and less swivel-chairing. 

Frequently asked questions Expand All Collapse All What is CRM?
CRM stands for customer relationship management, which refers to the strategies, processes, and technologies businesses use to manage their interactions with both current and potential customers. The goal is to strengthen relationships, improve internal business processes, and grow both loyalty and revenue by creating a unified customer experience (CX).
What does AI do for CRM?
AI transforms CRM by enabling deeper, real-time understanding of customers, helping businesses to predict behavior, personalize interactions, and automate tasks to improve the overall customer experience as well as employee productivity. AI analyzes huge volumes of customer data as well as data related to products, inventory, billing, and so on, delivering answers and solutions more quickly and easily, at every touchpoint.  
What is the best CRM?
The best CRM for your business depends on a wide variety of factors, including the size of your company, what capabilities and functionality you need and the volume of customers you manage, as well as how it integrates with your existing tech stack, how it can scale , how secure it is, etc. ServiceNow’s new AI CRM to helps drive faster resolutions and new revenue.
Does ServiceNow CRM fit my business?
ServiceNow helps companies of all sizes across the globe reimagine CRM. We are a trusted solution provider for service and sales across many industries including technology, telecommunications, government, banking, healthcare, manufacturing, and retail.
What value do ServiceNow customers realize?  
ServiceNow customers see faster time to resolution, higher self-service adoption, improved first-time fix rates, and reduced quoting time, among other benefits. From a single agent workspace for customer service agents to AI-powered chat and playbooks, ServiceNow delivers all the benefits of customer context, without forcing teams to switch applications. 
How scalable is ServiceNow CRM?  
Built on our single AI platform, ServiceNow CRM can easily scale to the needs of the world’s largest enterprises. With AI agents, flexing to meet customer demands even when volumes of inquiries are high, becomes significantly easier. 
Will ServiceNow CRM keep my customer data secure? 
ServiceNow conforms to the most stringent compliance frameworks to maintain security and adhere to data privacy regulations, such as GDPR. We proactively monitor and adapt our security protocols to help protect your customer data.   
See what a better CRM looks like Our experts can help you get started evaluating the solution that best fits your needs. Schedule a custom demo for CRM to see how it would work in your specific environment.  Get Custom Demo
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