How does ServiceNow CRM & Customer Interaction score on different parts?
In our study we also inspected the various tools of ServiceNow software. More than 160 evaluation criteria were examined. The image below illustrates the pros and cons of ServiceNow platform, in general terms. Please note that Passionned Group is 100% independent of the software vendors in our research. We do not sell licenses, we do not make deals or have any legal ties to the vendor. Among other things, we help and advise companies in the proper selection of BI tooling.
Figure 1: Scorecard of the BI provider ServiceNow. The best supplier on a particular topic gets a maximum of 100 percent. Source: the CRM & Customer Interaction Guide 2023. Do you want additional information about our CRM & Customer Interaction guide? Click here to download this guide.
The ServiceNow analysis has been established by intercepting big data and from there it was thoroughly analyzed. More than 166 documents further we know that ServiceNow excels in customer service management. In this analysis process both algorithms as the critical eye of an experienced and independent specialist played a key role in finalizing the validation process.ServiceNow CRM & Customer Interaction in our CRM & Customer Interaction Guide 2023. In our 100% vendor-independent CRM & Customer Interaction Guide we have collected all the ins and outs of ServiceNow CRM & Customer Interaction for you.
ServiceNow and their complete CRM & Customer Interaction product portfolio
The vendor ServiceNow has (a minimum of) 3 products in the realm of CRM & Customer Interaction. In order of relevance we rank and describe the products below:
What is ServiceNow platform?
In this part, we report the (main) characteristics of ServiceNow platform, including some of its features and any related products. This product group consists of ServiceNow Store and ServiceNow Reporting. The product ServiceNow platform can be characterized by the following features:
- service management
- automation platform > automating workflows > workflow automation
- automation platform > no-code
Do you want to know everything about all the functionalities (100+) of ServiceNow platform? In that case order the CRM & Customer Interaction Guide™ 2023 here.
Lacking capacity and want to hire an experienced ServiceNow platform consultant?
Do you want to hire a freelance ServiceNow platform developer who can help you get started and implement an ServiceNow platform application? You can always call on the ServiceNow platform specialists of Passionned Group. Indeed, hiring ServiceNow platform developers is not always preferable. Leave a message here and we will be happy to work for you.
What is ServiceNow Store?
We don’t reveal everything here but, in this paragraph, we give you insight in the key behaviors of ServiceNow Store, including some of its features and any related products. The product ServiceNow Store can be defined by the following characteristics:
- sales management > opportunity management > opportunity
- customer data > manage contacts > contact
- customer relationship management > customer interactions
- service management
- customer data > account
- customer data > data protection
Do you want to know everything about all the functionalities (100+) of ServiceNow Store? Download the CRM & Customer Interaction Guide™ 2023 here.
What is ServiceNow Reporting?
We do not display here all the features but, in this paragraph, we report the (main) characteristics of ServiceNow Reporting, including some of its features and any related products. This product can be defined by the following properties:
- reporting
- customer service management > incidents
- reporting > advanced reporting
- reporting > custom reports
Do you want to know the intricacies of all elements (100+) of ServiceNow Reporting? Open the CRM & Customer Interaction Guide™ 2023 here.
ServiceNow platform-tools and the version history
Over time, ServiceNow has seen a stable evolution with respect to CRM & Customer Interaction functionality.
We reviewed ServiceNow’s current releases of its product portfolio. As far as we can tell, ServiceNow does not use an identifiable version numbering system.
What are the licensing costs of ServiceNow Store and ServiceNow Reporting?
In many cases, it can be difficult to determine the licensing costs of ServiceNow CRM & Customer Interaction because it depends on the country, the number of users (and/or the number of cores if you want to run it on a server), the connectors to data sources, and at what point in the year you request a quote. If you request a quote just before the end of the fiscal period of ServiceNow, you can probably get a decent reduction in the license cost. As part of a cloud-first strategy, it makes sense running the software in the cloud. You then only pay for what you use. The purchase cost of ServiceNow Store and ServiceNow Reporting may not be the largest amounts, but maintenance and support do put a strain on your budget each year.
What makes ServiceNow CRM & Customer Interaction worth watching
In our study, we see that ServiceNow in the field of CRM & Customer Interaction software has a few specific features which may be the deciding factor in purchasing. This makes ServiceNow platform more or less unique: data anonymization and account merge.
The advantages and disadvantages of ServiceNow platform
Figure 11: Tag cloud with the strength-weakness analysis of ServiceNow CRM & Customer Interaction
In the following paragraphs, we name all the advantages and disadvantages of ServiceNow CRM & Customer Interaction, ServiceNow Store and ServiceNow Reporting, et cetera. There is momentum, because: ServiceNow may be working with partners to building on features that meet specific customer needs at this time (such as support for b2c, sales pipeline, lead generation, sales automation, lead qualification, lead scoring, mobile crm, lead conversion, cross-selling and crm analytics). It may also be that a feature has not yet been adequately described.
Share your experience
Write a review about ServiceNow CRM & Customer Interaction here. Your observations may then start to count and contribute to a better, even more balanced assessment of ServiceNow platform.
1. ServiceNow Customer Service Management
The company has an excellent performance in our current CRM & Customer Interaction survey on the section ‘Customer Service Management’, given that they score 89% on this, relative to other vendors. We looked at the following criteria, among others: customer service, case management, ticketing system, field service management, incidents and call center crm. In total, we examined 9 features within this discipline. Would you like to learn more about the topic ‘Customer Service Management’? Then download here our CRM & Customer Interaction Guide.
2. ServiceNow Infrastructure
ServiceNow has an excellent score in our objective CRM & Customer Interaction survey on the subject ‘Infrastructure’ with a score of 86%, relative to other vendors. We looked at the following criteria, among others: authentication and document management. In total, we examined 54 criteria in this category. Are you excited about the topic ‘Infrastructure’? Then download here our CRM & Customer Interaction Guide 2023.
3. ServiceNow Automation Platform
The vendor ServiceNow has an excellent score in our 100% vendor-independent CRM & Customer Interaction survey on the section ‘Automation Platform’ with a score of 80%, relative to other vendors. We looked at the following criteria, among others: marketing automation, sales automation, process automation and generative ai. In total, we examined 20 criteria within this section. Would you like to go into more depth with the topic ‘Automation Platform’? Then download here our CRM & Customer Interaction Guide 2023.
4. ServiceNow Customer Data
The vendor ServiceNow has a good rating in our objective CRM & Customer Interaction survey on the section ‘Customer Data’ with a score of 73%, relative to other vendors. We looked at the following criteria, among others: account, appointment, customer data platform, data protection, customer information, data anonymization and data privacy. In total, we examined 45 features within this discipline. Would you like to learn more about the topic ‘Customer Data’? Then download here our CRM & Customer Interaction Guide. Or take a deep dive in the following content:
5. ServiceNow Customer Relationship Management
The vendor ServiceNow has a good performance in our objective CRM & Customer Interaction survey on the section ‘Customer Relationship Management’ with a score of 57%, relative to other vendors. We considered the following factors: customer interactions and small businesses. In total, we examined 21 criteria in this category. Are you excited about the topic ‘Customer Relationship Management’? Then download here our CRM & Customer Interaction Guide 2023.
6. ServiceNow Sales Management
ServiceNow has a good score in our objective CRM & Customer Interaction survey on the subject ‘Sales Management’, given that they score 55% on this, compared to other vendors. We considered the following factors: sales pipeline, opportunity management, customer lifetime value and goal management. In total, we examined 50 criteria within this section. Would you like to go into more depth with the topic ‘Sales Management’? Then download here our CRM & Customer Interaction Study. Or take a deep dive in the following content:
7. ServiceNow Data Quality
ServiceNow has a moderate performance in our 100% vendor-independent CRM & Customer Interaction survey of the theme ‘Data Quality’, given that they score 43% on this, compared to other vendors. We looked at the following criteria, among others: merge duplicate and data cleansing. In total, we examined 11 features within this discipline. Would you like to delve further into the topic ‘Data Quality’? Then download here our CRM & Customer Interaction Guide 2023.
8. ServiceNow Campaign Management
The company has a moderate rating in our recently updated, independent CRM & Customer Interaction study on the section ‘Campaign Management’ with a score of 40%, compared to other vendors. We considered the following factors: email marketing, email campaigns and drip campaigns. In total, we examined 25 selection criteria within this main theme. Would you like to go into more depth with the topic ‘Campaign Management’? Then download here our CRM & Customer Interaction Guide 2023.
9. ServiceNow Reporting
The vendor ServiceNow has a moderate rating in our objective CRM & Customer Interaction survey on the subject ‘Reporting’, given that they score 39% on this, compared to other vendors. We looked at the following criteria, among others: crm analytics, advanced reporting, sales dashboards, interactive reporting, pipeline chart and reporting dashboards. In doing so, we assessed the following products: ServiceNow Reporting. In total, we examined 10 features within this discipline. Would you like to go into more depth with the topic ‘Reporting’? Then download here our CRM & Customer Interaction Guide.
10. ServiceNow Lead Management
ServiceNow has a poor score in our study on the subject ‘Lead Management’ with a score of 1%, compared to other vendors. The following criteria were used: lead generation, lead conversion, lead qualification, lead scoring, convert leads, manage leads and hot lead. In total, we examined 12 features within this discipline. Are you planning to specialize further in the topic ‘Lead Management’? Then download here our CRM & Customer Interaction Study 2023.
Want to know more? Then order the CRM & Customer Interaction Guide™ 2023 here
In which sectors is ServiceNow CRM & Customer Interaction most active?
In our 100% vendor-independent CRM & Customer Interaction survey about, we also looked at which industries a software vendor moves to. These are the industries where ServiceNow has the largest footprint: banking, education, governments, retail and telecom.
ServiceNow software is most used by…
The CRM & Customer Interaction software from ServiceNow is most often mentioned in combination with the following function: account managers.
Hire an experienced ServiceNow developer
Education and training course ServiceNow CRM & Customer Interaction
The teachers of Passionned Group give various classes in the field of CRM & Customer Interaction but can also provide specific ServiceNow training, for example as incompany. For example, you can think about the following software: ServiceNow Store and ServiceNow Reporting. Of course we color such a training with the ideas of the intelligent, data-driven organization.
In conclusion: ServiceNow platform scores high
ServiceNow has a compact product portfolio with which it scores high in our CRM & Customer Interaction survey. ServiceNow CRM & Customer Interaction innovates (approximately) at an average rate of less than 5 features per year, is active (for now) in many different sectors, and specializing in customer service management.
About Passionned Group
Passionned Group has specialized in 100% independent CRM & Customer Interaction consulting and the implementation of CRM & Customer Interaction solutions. Our dedicated and passionate consultants help businesses and governments to advance as intelligent, data-driven organizations.
