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ServiceNow is the "Enterprise IT Cloud" company. Several quarters ago, changes were made to the customer satisfaction program (B2B) that have moved the program from its infancy of being "just surveys" to becoming a critical part of the company's operations and culture. Survey scores are used to determine employee compensation, reward outstanding employees, and determine partner status. Visibility of the program's process has increased accountability and engagement, and new teams are lining up to participate. Customer satisfaction data is used for continuous improvement and a way to motivate employees. This session is appropriate for those wanting to learn about B2B surveys, creating accountability, or tying an incentive system to customer satisfaction.
Customer Insights Program Manager, ServiceNow
Publish Date: May 6, 2013
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Peg Rodarmel, SVP, Subscription Services, Infor
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