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Research Report

The Case for Services Convergence and Big “C” Customer Success

This report is for Customer Success members only

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This paper provides insights on these questions:

  • What is services convergence and why should technology companies pursue this capability?
  • What prevents technology companies from making progress on services convergence?
  • What accelerates services convergence?
  • What is a Big “C” customer success organization and why is that the future of services?
  • What are the capabilities required for this initiative?
Also provided are company examples of services convergence and Big “C” customer success.

Authored By:

Thomas Lah

Executive Director and Executive Vice President, TSIA

Phil Nanus

Vice President, Customer Success Research, TSIA

George Humphrey

Publish Date: June 5, 2020

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Peg Rodarmel, SVP, Subscription Services, Infor

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