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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

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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