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How customer-led innovation drives growth with ServiceNow


ServiceNow began its journey as a humble IT service management platform. However, their ultimate goal has always remained the same: to make the world of work better for everyone. Over the years, they have evolved into a powerhouse, helping organizations become more resilient, productive, and competitive in an ever-changing world. 

What sets ServiceNow apart is its unique approach to innovation, which has always been customer-led. From the very beginning, they focused on building a platform that is responsive to the needs of their customers. As a result, businesses now rely on ServiceNow when they want to drive innovation within their organizations. 

The ServiceNow engineering team has been on an innovation spree, pushing the boundaries and delivering at an unprecedented pace. This surge in innovation has left a significant impact on the platform and its users, setting the stage for even more exciting developments to come. 

But with all these improvements, how does ServiceNow’s Customer-led innovation drive growth? 

ServiceNow Customer-led Innovation Vs Growth 

Although ServiceNow has expanded, their objective has remained constant. They aim to improve everyone's experience in the workplace. They began as a modest platform for managing IT services. Today, they support businesses in becoming more adaptable, productive, and competitive in a changing environment. 

What hasn't changed is how they approach innovation. They have been constructing a platform that is specifically sensitive to customer-led innovation from the start. Because of this, ServiceNow has emerged as the platform that companies use to foster innovation within their own organizations. The following are a few ways that show how customer-led innovation drives growth with ServiceNow: 

Embracing a Customizable Approach to IT Operations Management 

ServiceNow's foundation extends beyond ITSM. It is built as a versatile platform designed to process and automate work. Although ITSM served as a starting point due to its well-defined processes, ServiceNow still promises huge potential capabilities. 

The company's vision is to adopt a customizable approach to IT operations management, combining simplicity, efficiency, and exceptional customer service. They take the best practices developed for IT and successfully apply them to managed services and other aspects of the organization. This approach has proved to encourage customer-led innovations which inturn has led to immense growth for the businesses that choose to partner with ServicesNow. 

Embracing a Unified Platform Approach 

Over the years, ServiceNow’s platform has been driven by customer-led innovation, making it truly unique from the very beginning. One of the key differentiators was the consolidation of all aspects of IT service management into a single unified platform. As the company expanded its solutions well beyond IT, this customer-centric approach remained steadfast. 

This customer-led innovation has been instrumental in ensuring the success of the platform. By actively listening to customers and understanding their evolving needs, ServiceNow has been able to create a unified platform that addresses real-world challenges and fosters continuous improvement. Through this approach, businesses have found value in a versatile platform that not only streamlines IT operations but also extends its capabilities to other parts of the organization. The advantages of this unified platform are evident, especially for enterprise customers. 

Why choose a Unified Platform? 

Complex layers of disparate tools and technologies can hinder agility, increase risk, and create difficulties in identifying gaps and inconsistencies in the tech stack. By adopting ServiceNow's omni-channel approach to IT operations management, customers have overcome these challenges, gaining the ability to optimize workflows and deliver superior services. 

The driving force behind ServiceNow's growth has been this focus on customer-led innovation. By co-creating solutions with customers, the company has developed a comprehensive platform that empowers organizations to become more resilient, productive, and competitive in a rapidly changing world. As ServiceNow charges towards the future and celebrates its customers and community, it is this unwavering commitment to customer-led innovation that will continue to guide their path to success. 

Customer-Centric Innovation Drives Cutting-Edge Products 

From its inception, ServiceNow has been driven by customer-led innovation, empowering customers to play an active role in shaping the platform's development. As early as 2008, customers began exploring creative ways to utilize the platform, and ServiceNow wholeheartedly embraced their ideas, incorporating a module developed by a German bank into the platform. 

This customer-centric approach set a powerful precedent for further innovation. Solution engineers proactively engaged with customers, creating demo products that directly addressed their pain points. These demos would later evolve into fully-fledged products like HR Service Management in 2013 and Security Incident Management a year later. The result was the development of cutting-edge products that positioned ServiceNow at the forefront of the industry. 

The driving force behind ServiceNow's remarkable growth has been its commitment to listening to customers and tailoring solutions to meet their specific needs. By fostering a collaborative environment where customer input is valued, ServiceNow has been able to continuously innovate and provide products that address real-world challenges. This customer-led innovation not only enhances the platform's capabilities but also fuels the growth of the businesses that rely on it. As ServiceNow continues to prioritize customer needs, it paves the way for even greater achievements in the future. 

Paving the Path for the Future through Customer-Led Innovation 

ServiceNow has made customer-led innovation an integral part of their approach. They have strategically implemented partner programs, a customer advisory board, and other initiatives to systemize the process of listening to their customers. By building in tandem with customers and embracing a creative and innovative mindset, ServiceNow continuously responds to their challenges and opportunities. 

This customer-centric philosophy proved to be especially impactful during the COVID-19 pandemic. ServiceNow found themselves in a unique position to assist when Washington state created an emergency app for safer workplaces. Collaborating with the state, they offered this app as a product, along with other solutions they had developed, forming the comprehensive Safe Workplace Suite. 

In a world where the nature of work is constantly evolving, customer-led innovation remains their guiding principle. ServiceNow encourages businesses to harness the power of their employees' innovative ideas, driving growth, and fostering success.  

By staying true to their North Star of customer-led innovation, ServiceNow continues to pave the path for a future where work becomes more efficient, productive, and rewarding for all. 

ACI Infotech: Empowering Businesses with Customer-Led Innovation 

As a ServiceNow partner, ACI Infotech plays a crucial role in helping businesses achieve growth through customer-led innovation.  

Leveraging the power of the ServiceNow platform, ACI Infotech collaborates with businesses to understand their unique challenges, requirements, and goals. With a customer-centric approach at its core, we actively involve our clients in the development process, ensuring that the solutions are tailored to meet their specific needs. 

By embracing customer-led innovation, we empower businesses to unlock their full potential. This is the approach that you need to scale your business and we are committed to help reach your goals. Contact us today! 

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