"Customer acquisition is only the very first step in what must be a long-term, scientifically engineered, and professionally directed strategy".

(Customer Success Association)

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The ultimate strategic goal of the Customer Success role is sustainable corporate profitability and growth.  The method is to make your customers as profitable and productive as possible.

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Put simply, your mission must be "to build more proven value faster for both the Customers and your Company.”

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Service Partners will work with your customers to capture and record the value being accrued by them as a direct result of their use of the ServiceNow (or other) platform. This will include both hard and soft benefits. The review will also consider how the customer could increase their return on investment (ROI) by broadening their adoption & exploitation of the full platform.