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