Trends Report

How Service Providers Can Overcome Deep-Seated Barriers To Their Own Transformation

December 15th, 2020
With contributors:
Allen Bonde , Kara Wilson

Summary

Service providers have largely earned their success by serving the needs of a single stakeholder — IT or marketing leaders, CDOs, CFOs, product owners, and so on. But this focus has stranded them on a margin straddle and left them culturally aligned to that single buyer, with a brand that resonates with a single stakeholder. Providers need to overcome these structural barriers to serve multiple stakeholders by making material changes in their investment, commercial, and operating models. The new operating model puts technology and alliance investments at parity with expertise and centers of excellence. It is “client connected” in the sense that the most value comes from platforms surrounded by services. A client-connected operating model is key to a multidimensional talent strategy and a brand that’s relevant to multiple stakeholders, thought leadership, and industry architectures. For further insight and guidance, please schedule an inquiry.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.