ServiceNow has shifted its strategic focus towards the CRM space, significantly highlighted during its Knowledge 25 conference. ServiceNow's vision incorporates AI to transform CRM beyond a mere record-keeping tool, indicating a direct interest in capturing market share from Salesforce, the industry leader. Despite the ambition, ServiceNow refrains from openly declaring this competition, possibly to avoid direct comparisons with Salesforce. However, certain acquisitions like the CPQ solution suggest a broadening scope that extends into sales, showcasing their intent to disrupt the CRM market, even if they are not fully there yet.
ServiceNow is heavily investing in the CRM market, aiming to compete with Salesforce by providing AI-based solutions, but avoids directly acknowledging the competition.
The company is acquiring CPQ solutions indicating a push in sales management, yet they claim to primarily focus on customer and field service.
Collection
[
|
...
]