ServiceNow

“They went public in 2012, one hundred sixty million dollar in run rate. It was a single product company. Fast forward to today, they have five plus products. They committed to launching one to new products every year and new products are 30% of new business. A…”

“I think if you look at successful enterprise software founders, whether it was Mark Benioff and Parker Harris, Salesforce, or whether it was Anil Bushri, And Dave Duffield at Workday or whether it was Fred Luddy at ServiceNow, these are all folks who did not s…”

“So in web two, if you take the top three clouds and you look at their market cap, so AWS, GCP, and Azure, it's about a 2.1 trillion dollar market cap just for the cloud businesses. And then if you take the top 100 publicly traded cloud companies, both on B to …”

“There was a company called Element AI a few years ago in Canada, very ambitious company would try to do services like that. And they eventually failed. They were acquired by ServiceNow for, sort of, amounts are raised.”

“I think any company sub one billion in revenue is, is is an upstart compared to the enterprise type, you know, whether you're Salesforce or service now, or obviously you know, the big thing companies, we're just still operating at a much smaller, leaner scale …”

“In B to B, you know, Salesforce, Workday, ServiceNow, they command almost all the market cap in their respective markets.”

“So in web two, if you take the top three clouds and you look at their market cap, so AWS, GCP, and Azure, It's about a 2.1 trillion dollar market cap just for the cloud businesses. And then if you take the top 100 publicly traded cloud companies, both on B to …”

“At ServiceNow, the GRR is 99. They keep 99% of their customers over three years.”

“We invested fifty two million for 20%. And for anybody keeping track, that is two 60 post on twenty five million of ARR generating twenty million of cash.”

“The very last slide showed that they were generating twenty million of free cash flow. And that was on twenty five million of ARR because they were getting paid in advance for two and three year contracts.”

“If we'd held ServiceNow through to today, it'd be a, I don't know, a thirty billion dollar gain, right? But we didn't. We distributed it a year or so after the IPO because it was the first billion dollar gain over time, not all at once, but it was within the f…”

“I spent 10 years at ServiceNow joining Frank Slootman again, who I had the privilege of working with at Data Domain. Into that company, which was about eighty million or so in size when I joined, and when I left it was five billion in revenue”

“So we got rid of customer success because quite honestly, it was a, just a make believe organization that didn't need to exist.”

“And so we actually launched four products at the same time in 2015, or 2016, I thought we were going to kill two of them, because for me to be viable, it had to be a hundred million in three years.”

“I hired a 150 people in less than 90 days. And we did the hundred million dollars.”

“During the IPO process, we had Gartner Show up at a lot of the investor pitches and say, the size of the ITSM market is gonna be capped out at a billion dollars. So, we don't see the growth potential for ServiceNow.”

“We're talking 10, 25, fifty million dollars a year, sometimes for these transformational efforts.”

“In fact, up until recently, they had a bonus profile that was every quarter we would fund a bonus pool based on the company's achievement of net new ACV, which was new business minus any churn.”

“When I led the review of any portion of ServiceNow or Data Domain, I started with the three things that were working, that were really green, and the three things that were red. If somebody wanted to help me on something in the red, be my guest. But if you wan…”

“We basically doubled street price in that first quarter which helped us double the revenue for that first quarter.”

“And what I realized is there's 10 competitors down market. Let them go beat the crap out of each other down there. They'll drive all the investor dollars into the toilet. And we'll just sit here and focus on what we do really, really well and own the market th…”

“That's probably a billion dollar product now, inside of ServiceNow, because we just listen to customers.”

“So six months after the go-live of the system, we used to see 20 to 40% increase in ACV size.”

“We were selling it for 10 to 15,000 dollars versus 50,000 dollars at the entry price.”

“We were at 98% plus renewal rate, so I didn't have a churn problem.”

“The two companies we were competing with were BMC and HP Software. Two companies that quite honestly were dead already in my book. All they were trying to do is take money out of the revenue stream and drop to the bottom line. They weren't focused on the custo…”

“Turns out that by 2015, we had hundreds of customers using us in new ways.”

“I tell my team, don't tell me if, you know, ServiceNow is 10% too expensive. If we have a three to five year investment hold period, you know, 10%, if you get six months ahead yourself in terms of the pricing, it's not going to impact your IRR that much. Where…”

“I took a page out of Dave Schneider's book from ServiceNow and We're implementing a system where we're not paying AEs on their deals unless they have an approved deployment success plan filled out.”

“Just for the sake of numbers, it's 250 out of 350 customers that are ServiceNow customers, so quite a bit of overlap.”

“There's not as much innovation in the true enterprise. Not B to B, not mid-market, but gnarly big problems. It's just not what all the kids in SF know, right? And so there's always going to be less investment with A and S tier teams solving gnarly enterprise p…”

“We're talking about billions of dollars of run rate growing in excess of a hundred percent year over year. I don't think we've ever seen that before, right? Like you talk about ServiceNow doing, you know, billions of dollars in ARR and growing, you know, 20, 3…”

“Your right to win is predominantly in your existing customer base, and ServiceNow is a big one, and Salesforce has a big one, and brutally in the enterprise, Dropbox doesn't.”

“The churn rates haven't gone up. So there's no evidence that their revenue is any less durable. And there's this whole narrative about how it'd be replaced by Vibe coding, but I think, Jason, your post was great on why that's bullshit. Churn hasn't spiked for …”

“The Mondays will churn faster than HubSpot, right? And HubSpot will churn faster than Salesforce. It's just delayed churn, right? That, that's the thing is, you know, ServiceNow takes you 10 years to get off that platform.”

“The way I look at this today, service dominated by ServiceNow, CRM dominated by Salesforce is open market today.”

“No, I wouldn't buy any of them. I wouldn't buy, because I'm looking for products that are more than a 60% solution.”

“Why would you want to hire people from ServiceNow? They don't know how to do any pipeline generation.”