"You Don't Need to Measure Everything" - CSM

What we see time and again is this: Once one team starts using CSM, others get curious. 

Teams buried in spreadsheets, Outlook, or legacy tools suddenly realize there’s a better way of working. That excitement spreads quickly, and adoption grows naturally.

A lot of CSM implementations start strong and then stall. Case intake goes live, maybe a portal and some knowledge articles, and then momentum fades. At that point, CSM risks becoming “just another ticketing tool” instead of the experience engine it’s meant to be.

The real value shows up when you connect CSM to outcomes that matter—renewals, retention, NPS, and the customer journeys that drive them. And here’s the key: you don’t need to measure everything. Pick the KPIs that matter most to your business and focus on moving those forward.

Let's talk about how else you can really maximize CSM:

1. Focus on the Right KPIs: MTTR, FCR, retention, NPS—and don’t forget industry-specific measures.
2. Connect the Silos: Link CSM with other ServiceNow apps like Field Service, IT, or SPM.
3. Shift to Proactive Service: Don’t just react—prevent issues before they hit the customer.
4. Use AI Wisely: Let it accelerate resolution, not just deflect calls.
5. Stay Current: Review new release functionality—platform growth creates opportunity.
6. Work with a Partner: A strong partner helps validate use cases, share lessons, and keep you ahead of the curve.

Getting the most value from CSM isn’t about “going live.” It’s about keeping the platform evolving, tying it to real business outcomes, and always asking: what customer experience can we improve next?