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The festival of Karonakah...
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Anybody up in chicago area 34 M here
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This is why I am always tired.

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Consider the last time you had to do anything related to customer support. The person or bot on the other side of the line needs software to do their job- service now is a best in breed solution for that.
In the simple case this is very basic- but at enterprise scale this gets pretty complex as you try and optimize and improve the support process.
For instance you need a case record that holds the information about your problem- ideally this ties into all the other information they company has about you and the business you do with them. Then you need a dialer solution, case routing, case deflection, knowledge database both public and private, bot automation for the simple/common problems, case escalation for the hard problems, warranty or product sla information, this list keeps going…
If you work in customer support it is a system that you would so your entire job in. Similar to how a sales rep uses CRM. Automation and optimization can be huge cost savings here as less cases where a person is needed mean less people you need to staff in your offshore customer support centers- so the ROI on doing this right at companies with large support centers can be massive. It is niche but quickly bleeds into CRM/sales and marketing in a lot of areas and this is why Salesforce gets paid a lot of money to pay me peanuts to try and fix all three….
Who do I bill for writing this up?
So helpful, thank you!!!
Workflow. Workflow everywhere
Reminds me of “Office Space”
Are you a PMM at ServiceNow 😂
I may be interested in becoming a PMM at servicenow and I literally can’t figure out what they do…LOL
Well in your interview you can ask them to describe their current PMM strategy since it’s a new (inscrutable) customer to you
Want to lose 20 minutes of your life? https://www.youtube.com/watch?v=MeFb6J_Xnp0
As soon as my head stops spinning, sure. I tried to search for a flowchart to explain it. but all I could find were flowcharts created with it.