Total Economic Impact of ServiceNow CSM

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Table Of Contents Executive Summary 1 Key Findings 1 TEI Framework And Methodology 4 The Customer Service Management Customer Journey 5 Interviewed Organizations 5 Key Challenges 5 Key Results 6 Composite Organization 7 Financial Summary 9 Analysis Of Benefits 10 Improved Customer Relationships And Customer Satisfaction 10 New Revenue From Increased Customer Renewals 11 Reduced Support Contact Costs 12 Self Service Support Cost Savings 14 Proactive Monitoring Cost Savings 15 Revenue From New Support Agreements 16 Legacy Support Platform Cost Savings 17 Unquantified Benefits 18 Analysis Of Costs 20 ServiceNow Total Investment Costs 20 Flexibility 21 Appendix A: Total Economic Impact 22 Appendix B: ServiceNow Customer Service Management: Overview 23 ServiceNow Customer Service Management 23 Appendix C: Supplemental Material 25 Appendix D: Endnotes 25 Project Director: Sean Owens ABOUT FORRESTER CONSULTING Forrester Consulting provides independent and objective research-based consulting to help leaders succeed in their organizations. Ranging in scope from a short strategy session to custom projects, Forrester's Consulting services connect you directly with research analysts who apply expert insight to your specific business challenges. For more information, visit © 2019, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. For additional information, go to

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