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Total Economic Impact of ServiceNow CSM

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25 | The Total Economic Impact™ Of ServiceNow Customer Service Management Appendix C: Supplemental Material Related Forrester Research "How Customer Experience Drives Business Growth, 2018," Forrester Research, Inc., September 21, 2018 "Drive Revenue With Great CX — And Math!," Forrester Research, Inc., February 1, 2017 Appendix D: Endnotes 1 Net Promoter and NPS are registered service marks, and Net Promoter Score is a service mark, of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. 2 Source: "Transform The Contact Center For Customer Service Excellence," Forrester Research, Inc., March 19, 2019. 3 Source: Ibid. 4 Source: "How Customer Experience Drives Business Growth, 2018," Forrester Research, Inc., September 21, 2018. 5 "For brands that don't have a linear relationship between CX and growth, the growth effect of improving CX by 1 point will vary greatly depending on the CX Index score that serves as the starting point for this analysis." For more information, see the "How Customer Experience Drives Business Growth, 2018" Forrester report. 6 ServiceNow Customer Service Management is Knowledge-Centered Service (KCS) v6 Verified by the Consortium for Service Innovation in the "Combined Knowledge Management and Incident Management Products" category as of October 2018. KCS is a service mark of the Consortium for Service Innovation (https://www.thekcsacademy.net/tools/verified-tools/).

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