President and CEO John Donahoe has said, if all you have is ‘just’ a
software platform, then that’s not enough to bring about digital
transformation in real terms.
For our customers now looking
to take their businesses forward and reap the benefits of digital
workflows, partners play an essential role in helping to re-engineer
processes and ensure any given implementation is carried out in a
This integral role of our partners was
highlighted at this year’s ServiceNow EMEA Partner Summit 2019 in
Barcelona, which kicked off with an opening address delivered by
Ankush Korla in his interim role as Area Vice President Alliances
and Channel EMEA.
Ankush set the scene by talking about the acceleration the
EMEA region is experiencing in terms of growth—a positive trend
driven directly by the work of ServiceNow partners in this region.
I had the pleasure to present my take on the ServiceNow
strategy, which is aligned to hit $1 billion worth of business in
the EMEA region by financial year 2020.
While this target
is no small mountain to climb, forming more strategic relationships
with customers and partners is a critical part of this journey. In
fact, it is strategic partnerships, over and above purely technical
partnerships, that are a key method for building deep, collaborative
working practices—and this is central to our plan for the EMEA
As we move forward, we want to be more than just a
‘hot’ company that is popular in Silicon Valley—we want to be a
great company that invests in our people and our partners, and
really drives customer success.
as a philosophy and mindset
What that really
means is, when a customer signs, that’s not the end of the business
relationship, it’s really just the beginning.
As our SVP
for Customer Outcomes, Jimmy Fitzgerald, explained in his keynote:
“Customer success is a way of life, a philosophy and a mindset that
shows we understand where the ‘true north’ of every customer really
is. We need to understand what each customer is really trying to
achieve at the start.”
Where customers are struggling to
articulate the business case for their software investments, it is
ServiceNow’s responsibility to help clarify, define and deliver that
Customer success cannot be delivered without
partner success and Jimmy highlighted the three pillars around which
ServiceNow is working to support partners:
partners must have the confidence that ServiceNow will continue to
grow so that they themselves have a larger addressable market to
target for the future.
- ServiceNow is focused on giving
partners the tools to be able to become more prescriptive with
- ServiceNow is working hard to
make sure that all partners have the right strategic engagement
model in order to be able to grasp the maximum number of market
The four principles for
Day two of the
Partner Summit started with a presentation delivered by David
Parsons, Senior Vice President of Global Alliances and Channel
Ecosystem at ServiceNow.
Looking ahead, David detailed our
precise formula for partner development across a division that will
now be known as ACE, standing for Alliances Channel Ecosystem. The
four tenets that underpin ACE are Simplification, Predictability,
Trust and Accountability.
Margreet Brenkman, Senior
Director for Customer Success EMEA at ServiceNow, continued with the
importance of partners becoming more prescriptive with customers.
She guided our partners on the four aspects of success that
ServiceNow customers exhibit:
- State and measure
business goals – customers that can express what they want to
achieve are generally more successful.
- Actively lead
your transformation – it’s a journey and change needs to be driven
throughout the organisation.
- Get your ServiceNow
technology foundations right – ServiceNow’s best customers align
to the ServiceNow roadmap and plan upgrades regularly.
Create user excitement and drive adoption – every user needs to
think about how their experience will improve.
Just as important as the keynotes and formal presentations at the
annual EMEA Partner Summit are the numerous opportunities for
informal discussions and relationship building.
is really important to ServiceNow employees to learn about what our
partners need. It creates an environment where questions are openly
tabled from the start and we can respond to every point of interest
expressed by our partners.
With ServiceNow Knowledge 19
coming soon, many of the partners I met in Barcelona are
already looking forward to following up their work inside the
ServiceNow partner ecosystem.