Great customer service is like a marriage: It involves long-term commitment, mutual trust, and a willingness to actively listen and understand the other person’s perspective.

“We build technology in service of people. We act as one in service of our customers, because we know that in turn our customers are serving their employees, their partners, their ecosystem,” said David Schneider (pictured), chief revenue officer of ServiceNow Inc. “We should trust and treat each other as a 10-to-20-year relationship versus a transactional relationship.”

Schneider spoke with Rebecca Knight (@knightrm) and Dave Vellante (@dvellante), co-hosts of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, at the ServiceNow Knowledge event in Las Vegas. They discussed the reasons for ServiceNow’s fast growth and continued success, how corporate culture is changing, and ServiceNow’s new Customer Success Center. (* Disclosure below.)

Customer success is the ultimate goal

“Some people want to buy new technology for technology’s sake, but that’s not good enough. They need to have a business value in mind, and we should be helping them to think about that and then measuring that along the journey,” Schneider said.

ServiceNow’s new Customer Success Center was created in response to customer requests for best practice and process guidance and examples. Offering resources for every step of the customer journey, from planning through deployment, optimization and extension, the Customer Success Center is also a hub for the ServiceNow Community space, which answers more than 5,000 questions a week on best practices, according to Schneider.

ServiceNow’s culture is “hungry and humble” Schneider pointed out. “We want to keep achieving and keep pushing ourselves to the art of the possible, but we don’t have a big ego about it,” he said. “There are way too many companies with big egos that forget about the customer, and I think that’s the beginning of the end for them.”

Each day, ServiceNow is given the opportunity to lead from the front and model the behaviors the company expects others to have, Schneider stated. “I think one of the things we’re really proud of at ServiceNow is that we don’t just say that we’re customer focused, but we have evidence,” he concluded.

Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of the ServiceNow Knowledge 2018 event. (* Disclosure: TheCUBE is a paid media partner for ServiceNow Knowledge 2018. Neither ServiceNow Inc., the event sponsor, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE