Canon’s print business isn’t what it used to be, and Kevin Roman is here to explain why that’s a good thing. As Director of Professional Services and Software Solutions, Kevin shares how his team at Canon USA is evolving from hardware-focused projects to outcome-driven partnerships. We dig into how they are blurring the lines between project delivery and customer success, building a model centered on long-term value and measurable impact. 

Kevin talks about shifting from install-and-exit to value-for-life, how service contracts and software subscriptions are reshaping the business, and why training customers’ sales teams might be the secret to driving adoption. He also gives a candid look at the realities of aligning executives and delivery teams to make it happen. Spoiler alert: metrics matter, but customer advocacy might matter more. 

If you’re trying to position professional services at the heart of long-term customer outcomes—and convince the rest of your organization to follow—Kevin’s story delivers real-world insights without sugar-coating the challenges.