The way our customers define and measure value has changed. Our customers trust us to deliver insight, advice and resources to cut their time to value on new solutions, drive the adoption of technical capabilities, and ensure a secure and operable environment. At every point of the customer lifecycle, from the minute they begin onboarding to when they renew their contracts and subscriptions, alignment to business value must be delivered, measured, and repeated. Working “backwards” from the renewal event, making smart investments in people, policies, programs, and platforms, accelerates our customers’ journey and the delivery of value. Inspections of traditional commercial models, incentives, and stakeholders reveals a need to reexamine the customer experience.