The Highpoint

ServiceNow Case Study: Product Strategy with Dave Wright

Episode Summary

If you decide to pursue a Follow the Workflow (FTW) strategy, perhaps the most difficult decision is over which workflows to follow. There will be far more options than you can imagine, and each step needs to be carefully considered. We talked with Dave Wright, the Chief Innovation Officer at ServiceNow, about how they balance these tradeoffs.

Episode Notes

The highlights: 

1. The starting position is perhaps the most important
2. Everyone needs an Eric Hemmer to help the customers: Eric was a scrappy generalist who was willing to lead customers to the next level. You need to make sure you have the right people as you start to expand, as they will set the DNA of the organization. If your employees believe you can be a platform, your customers will too.
3. Follow a maturity model as customers grow
4. Building platforms is about balancing trade-offs
5. Focus on creating the best experience, not just being first