Managing new and existing ServiceNow stakeholders
To me, there’s two different types of stakeholders, okay? There’s the people who are in and are using the platform, and then the people who are new. Okay? My approach to those are a little bit different. Existing platform, existing stakeholders, people that are working the platform, know it and love it. I do something called stakeholder rounding with them every quarter. That keeps them engaged and figure out how we can better support them and what their pain points are, stuff like that. Now, where a lot of work comes into, and where I spend a lot of my time, is with these new stakeholders. I go through lots of demos, lots of design sessions, a lot of pre-contract work in order to make that happen. So Workplace Service Delivery, I did mention at the beginning that we were working with Cask to deploy that. I had you guys come in, show the stakeholders in the facilities of Avalara, all the capabilities of the platform. That was super critical. Now, to answer your question about what hasn’t worked? I’m going to tell you that some of these existing stakeholders, when I said quarterly rounding, it’s not enough. They want to meet with me every two weeks. My SecOps teams, things change on a dime in that domain. They want to meet with me all the time to make sure they stay ahead of stuff. And then, Sean, every time I have a surrounding meeting, come out with about 20 action items for my team. That is also pretty challenging, too. That’s how I handle stakeholders and also some of the challenges, but I’m constantly talking to leaders in the space about what we can bring to the table to help them.
https://www.youtube.com/watch?v=8V_qANGBJZ0