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ServiceNow Sales

Accelerate digital transformation by connecting people, functions, and systems to become the defining enterprise software company of the 21st century

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Accelerate digital transformation by connecting people, functions, and systems to become the defining enterprise software company of the 21st century

Strengths

  • PLATFORM: Industry-leading workflow automation platform with 99% renewal rate
  • ECOSYSTEM: Strong partner network of 1,400+ global partners
  • LEADERSHIP: Visionary executive team with clear digital strategy
  • CUSTOMER: 85%+ of Fortune 500 companies use ServiceNow
  • INNOVATION: $1B+ annual R&D investment driving AI adoption

Weaknesses

  • COST: High total cost of ownership limits mid-market penetration
  • COMPLEXITY: Implementation complexity extending sales cycles by 22%
  • TALENT: Revenue team ramp time averages 7+ months for full productivity
  • VERTICALIZATION: Limited industry-specific solutions vs competitors
  • MARKETING: Brand awareness below 40% outside IT departments

Opportunities

  • AI: AI-powered workflow automation market growing at 30%+ CAGR
  • VERTICAL: Deeper penetration in financial services and healthcare
  • GLOBAL: EMEA and APAC markets showing 40%+ growth potential
  • PLATFORM: Cross-sell across 8+ products to existing customer base
  • MID-MARKET: Simplified offerings for mid-market segment expansion

Threats

  • COMPETITION: Microsoft, Salesforce expanding workflow capabilities
  • ECONOMY: Enterprise IT budget constraints affecting deal size
  • TALENT: 35% industry-wide turnover rate for sales professionals
  • INNOVATION: AI commoditizing aspects of workflow automation
  • SECURITY: Increasing customer concerns about data sovereignty

Key Priorities

  • EXPANSION: Accelerate cross-sell and upsell within existing accounts
  • AI: Integrate AI capabilities across all product offerings
  • VERTICALIZATION: Develop industry-specific solutions and expertise
  • EXPERIENCE: Simplify implementation and time-to-value
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Accelerate digital transformation by connecting people, functions, and systems to become the defining enterprise software company of the 21st century

EXPAND & GROW

Accelerate growth through existing customer expansion

  • PENETRATION: Increase multi-product adoption to 65% of enterprise accounts (from 52%) by end of Q2
  • RETENTION: Improve net dollar retention to 128% across all segments through proactive account planning
  • UPSELL: Generate $120M in upsell pipeline from existing Pro customers to Pro Plus platform
  • CHAMPIONS: Identify and activate 3+ executive sponsors in each of our top 200 enterprise accounts
AI ADVANTAGE

Lead the market with AI-powered workflow automation

  • PLATFORM: Launch Now Intelligence 2.0 with generative AI capabilities across all product suites
  • ADOPTION: Achieve 75% customer adoption of at least one AI-powered feature across the platform
  • ENABLEMENT: Certify 100% of customer-facing teams on AI value proposition and demo capabilities
  • MEASUREMENT: Implement AI value dashboard showing quantifiable ROI for 85% of AI implementations
INDUSTRY FOCUS

Deliver industry-specific solutions that accelerate value

  • SOLUTIONS: Launch 5 industry-specific solution accelerators with pre-built workflows and templates
  • EXPERTISE: Establish industry solution specialists in healthcare, financial services, and manufacturing
  • MARKETING: Create vertical-specific demand gen campaigns driving 35% increase in qualified pipeline
  • PARTNERSHIPS: Sign 10 new industry-focused implementation partners with proven domain expertise
CUSTOMER SUCCESS

Simplify implementation and accelerate time-to-value

  • ONBOARDING: Reduce average implementation time by 30% through standardized methodology
  • AUTOMATION: Deploy implementation accelerator toolkit to 90% of net new enterprise customers
  • MEASUREMENT: Establish value realization framework with quantifiable metrics for all customers
  • FEEDBACK: Achieve implementation satisfaction score (CSAT) of 8.5+ across all segments
METRICS
  • ACV Growth: 24% YoY
  • Net Dollar Retention: 128%
  • New Logo Acquisition: 350+ per quarter
VALUES
  • Customer First
  • Innovation
  • Execution Excellence
  • Trust
  • Growth Mindset
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Align the learnings

ServiceNow Sales Retrospective

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Accelerate digital transformation by connecting people, functions, and systems to become the defining enterprise software company of the 21st century

What Went Well

  • GROWTH: Achieved 22% YoY subscription revenue growth exceeding forecast
  • EXPANSION: Net revenue retention rate maintained at 125% across segments
  • ENTERPRISE: 60+ deals exceeding $1M in net new ACV, up 25% YoY
  • PLATFORM: Pro Plus platform adoption reached 85% of new customers
  • INNOVATION: Now Platform Quebec release adoption rate of 78% in first 90 days

Not So Well

  • MID-MARKET: New logo acquisition in mid-market segment 15% below target
  • GEOGRAPHICS: APAC expansion growing 10% below plan in key markets
  • VERTICALIZATION: Healthcare vertical solutions adoption lagging by 18%
  • PRODUCTIVITY: Sales productivity down 12% for newly onboarded reps
  • PIPELINE: Q3 pipeline generation currently tracking 14% below target

Learnings

  • COMPETITION: Microsoft Power Platform winning in price-sensitive segments
  • MESSAGING: Value-based selling resonates better than technical features
  • IMPLEMENTATION: Customer success critical to expansion and renewals
  • CHANNELS: Partner-led deals show 30% higher net retention rates
  • SEGMENTATION: Customer journey mapping improves conversion by 28%

Action Items

  • ENABLEMENT: Launch AI solution selling certification for all sellers by Q3
  • SPECIALIZATION: Create industry-focused sales teams for key verticals
  • MARKETING: Develop ROI calculator tools for all product lines by Q2 end
  • PARTNERSHIPS: Expand GSI relationships with implementation guarantees
  • PIPELINE: Implement new lead scoring model using customer intent data
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Accelerate digital transformation by connecting people, functions, and systems to become the defining enterprise software company of the 21st century

Strengths

  • PLATFORM: Now Intelligence AI platform with 82% customer adoption
  • TALENT: 200+ data scientists and ML engineers on staff
  • PARTNERSHIPS: Strategic AI partnerships with Google and Microsoft
  • DATA: Access to enterprise workflow data across industries
  • VISION: Clear AI product roadmap with quarterly releases

Weaknesses

  • ADOPTION: Only 65% of customers utilizing advanced AI features
  • MESSAGING: Sales team AI messaging inconsistency across segments
  • SKILLS: 40% gap in AI expertise among solution consultants
  • INTEGRATION: AI capabilities siloed between product suites
  • ROI: Limited quantifiable ROI metrics for AI initiatives

Opportunities

  • AUTOMATION: 80% of routine workflows could be AI-automated
  • INSIGHTS: Predictive analytics for proactive workflow optimization
  • PERSONALIZATION: AI-driven personalized user experiences
  • COPILOT: AI assistants for faster implementation and adoption
  • GENERATIVE: Document generation and knowledge extraction

Threats

  • COMPETITION: Specialized AI vendors targeting niche workflows
  • COMMODITIZATION: OpenAI and similar providers democratizing AI
  • COMPLEXITY: Customer AI implementation challenges slowing adoption
  • COMPLIANCE: Increasing global AI regulations and compliance
  • PERCEPTION: Market concerns about AI replacing human jobs

Key Priorities

  • PLATFORM: Develop comprehensive AI platform strategy across products
  • ENABLEMENT: Launch AI-focused sales and delivery certifications
  • ROI: Create clear AI value measurement framework for customers
  • DIFFERENTIATION: Establish clear AI competitive differentiation