Many mergers fail to achieve their revenue synergy goals and original investment thesis. Why? The most important part of a merger is frequently just an afterthought: the customer and partner experience. For customers and partners, there are many reasons to consider leaving: disruption, possible loss of services or lower service levels, costs to change, strong competitive forces, and an unappealing new brand.
This is a topic that we are hearing more and more about from clients. I've written a white paper that dives into this topic. You can read the full paper here.
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