10. What kind of performance benchmarks should businesses track after implementing ServiceNow CSM?

Organizations should measure:

• Customer Satisfaction Scores (CSAT) to track service improvements.
• First Contact Resolution Rate (FCR) to determine how efficiently issues are resolved.
• Case Handling Time to monitor efficiency gains from workflow automation.
• Service Cost per Ticket to analyze cost savings post-implementation.
• Self-Service Adoption Rate to measure customer engagement with knowledge bases and chatbots.