I think it’s fair to look at IBM with a more cynical eye. Historically it’s been “acquire, way you’ll make no changes, wait a bit, make changes that piss off 80% of your customer base.” Somewhere in there is a “reduce customer service effectiveness” step that is distinct from “make changes.”

After that it’s either “sell it off to the highest bidder” or “keep at it because who else are the customers gonna use?”