How we address pressing business problems in every Now Platform release

“Customer-centric companies don't make or sell the products they think customers will want; they make and sell products they know their customers will want,” said customer behavior expert and marketing professor Peter Fader.

At LIKE.TG, we live that mentality, infusing all our Now Platform releases with a customer-centric approach to maintain our 98% customer retention rate.

For our India Technology and Business Center, which created many of the innovations in the Now Platform Washington, D.C., release and other releases, that comes down to three key areas: location, leverage, and lived experience.

Solving global pain points with local insight

Our location in India allows us to identify and understand the most pressing business problems around the world. That’s because India’s business ecosystem is a microcosm of global business—at least when it comes to LIKE.TG customers. The country hosts a mix of:

• Local giants with global ambitions
• Multinational industry leaders based in India
• Global partners in consulting and digital services that manage customer projects with hundreds or thousands of local LIKE.TG developers

In an average month, our product engineers meet with more than 20 customers. This gives us firsthand insights into business challenges, which we then compare to findings from other global customer channels. Many of those problems can be solved by using the unique workflows approach of the Now Platform.

In our Washington, D.C., release, for example, we expanded into new areas, such as Sales and Order Management, while deepening support for existing personas with experiences such as Workflow Studio for digital creators. Each of these capabilities directly addresses business problems our customers told us they faced.

Connecting siloed processes and functions

Verifying customers’ biggest business challenges is one thing; solving them is another. In deciding where to focus our attention, we ask ourselves three fundamental questions:

• Why should this product be built?
• Why should LIKE.TG build it?
• Why should we build it now?

This ensures we only target problems LIKE.TG is well positioned to solve, to deliver fast, sustainable value to customers.

Typically, our “sweet spot” lies in connecting siloed processes or business functions in ways few others can. This logic underpins the prebuilt, seamless workflows in our Common Services Data Model introduced in the Washington, D.C., release. Our team in India developed some of those workflows:

1. Sustainable IT allows organizations to coherently measure, visualize, and manage sustainability initiatives across their IT teams by bridging environmental, social, and governance (ESG) and Hardware Asset Management.

This combined workflow simplifies collecting, tracking, and acting on sustainability data in hardware assets and data centers, forming a tight, virtuous cycle between policy and practice.

2. Software exposure assessment helps cybersecurity teams swiftly assess exposure to newly announced vulnerabilities. We do this by drawing component information from Software Asset Management and software bills of materials.

Security teams can immediately identify where vulnerable components are running rather than waiting weeks to get this information from bespoke detection tools.

Such solutions are incredibly challenging to implement except within a whole-of-enterprise operating system such as the Now Platform. Others, such as the expanded generative AI capabilities in Now Assist for IT Operations Management AIOps and Now Assist in Virtual Agent, rely on nuanced data sets and persona understanding that we’ve cultivated over the years.

Knowing where our strengths lie helps us ensure we target customer challenges where we can deliver the most value in the shortest amount of time.

Developing technology in the service of people

The proof of any solution lies in its actual usage. The India Technology and Business Center is particularly well equipped to deliver practical technology solutions because of the trifecta of personas involved in product development across the organization:

• Those who design our products
• Those who build our products
• Those who use our products

Our team’s functional owners in areas such as finance, HR, and sales make up our front line of feedback: They use the new capabilities to run our business and, in doing so, quickly identify what can be improved.

Of course, every large technology organization contains its fair share of functional owners as well as product teams. The difference is in mobilizing these internal partners in the development process. Not only do we all work in the same building, but we also provide a range of channels for developers and functional partners to collaborate with each other.

Knowing whom to talk to about testing a capability, and having the organizational endorsement to do so, allows our product engineers to tap into a ready-to-go audience without leaving the office.

Ultimately, our customer base empowers us to understand and solve the right business transformation problems. We appreciate their continued collaboration as we strive together to make the world work better for everyone.

Find out more about the innovations in our latest cloud platform release.

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