The first pivot was an easier transition."We just needed to offer our new technology-enabled service to our customers," said Radhakrishnan. Customers converted and adopted the new service.
All marketing and sales efforts were focused on the new platform."We left some customers behind," Radhakrishnan said. The company made the strategic decision to forego the stability it had in the market at the moment for the possibility of a more significant return in the future. The company had to be nimble and agile to catch the wave early and ride it as it was building. To sustain a company until a new product catches on, financial resources are critical. Often, small companies don't have the luxury of doing this. Medium-size companies between $10 million and $1 billion, like Expertus, do.
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