The Transformation of The Service Organization


ServiceXRG examines the current state of service organizations and the forces at work that are driving organizational transformation. This study reveals how the isolated service silos of the past need to evolve into unified entities to drive Customer Success.

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Clearly delineated Sales and Service organizations play a role in selling, implementing, training and supporting customers. Separate organizational silos provide the means to specialize skills and attain tangible performance milestones. Specialization may yield some benefits, but overall can inhibit an organizations ability to retain and grow customer relationships.

ServiceXRG finds that a slight majority (54%) of technology companies maintain siloed service organizations (Support, Education, and Professional Services) with nearly all maintaining separate Sales and Service functions. Service silos have been giving way to consolidation of services under a single executive yet this reorganization does not necessarily improve the alignment of service resources to common goals or improve intra-service cooperation. Sales and Service cooperation remains largely informal with 62% of organizations reporting that Sales and Services function independently from one another.

This Report Includes:


30 Pages

Topics Covered:

The Current State of Post-Sales Organizations

  • The Current State of Post-Sales Organizations
  • What Works – What Doesn’t
  • What Needs to Change

Characteristics of Post-Sales Organizational Structures

  • Organizational Characteristics Defined
  • Service Organizational Structures
    • Services
    • Services vs. Sales
  • Structural Observations and Trends
  • Organizational Maturity
  • Technical Resource Alignment
  • Maturity Observations and Trends

How to Drive Organizational Transformation

  • What Needs to Change and Why
  • Catalysts for Change
  • Organizational Transformation Types
  • Inhibitors to Change
  • Future State of Post-Sales Organizations

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