Aaron Fulkerson, GM of Customer Success & Customer Service Products at ServiceNow, on creating an operating model for customer centricity, the emerging trend of value experiences, and value building through leadership.
How do you create a true operating model for customer success - one that spans the entire organization and unifies a business?
It’s an aspirational idea for many but Aaron Fulkerson, GM, Customer Success & Customer Service Products at ServiceNow, is tapping into years of start-up and enterprise experience to create a customer centricity operating model via his customer blueprint strategy to elevate customers, and in turn, ServiceNow to new heights.
In this episode of Value Builders, Aaron explains how co-authoring a blueprint strategy with customers can inform product and go-to-market strategy through deep customer understanding.
Aaron also discusses the trends he is seeing in the market and in particular, how customer success strategy is maturing to more value experience-based thinking and strategies. He closes with a great perspective on how Value Builders are leaders at heart.
About Aaron Fulkerson
Aaron Fulkerson is a Product leader for the Customer Support Product at ServiceNow. ServiceNow is a cloud computing company that is listed on the New York Stock Exchange. Fulkerson is the Founder, former CEO, and a Board Member of MindTouch. MindTouch is a leader in self-service customer support and knowledge management. Aaron began MindTouch as an open-source project that quickly became one of the World’s most popular with thousands of daily downloads. He helped turn this free software project into a successful SaaS company that serves many of the World’s most respected brands and provides self-service support to millions every day. Aaron worked at Microsoft in Advanced Strategies and Policies. He has keynoted many conferences on the topics of entrepreneurship, leadership, management, and technology. He has been published by Forbes, CNN, Fortune, and many technology publications. Aaron has informed national policy for higher education at the White House. He has helped to create education-focused non-profits for underserved communities.