Customer and management

1. Customer & Its Importance The customer is the foundation of any business’s success. The strategy and the motive of every business should be to identify and meet the needs of the consumer. In Nutshell, Business is there because Customer is, i.e. we as a service provider only exist because there is Customer to buy our services and we as providers are here to identify the needs and address them. Meeting the customer expectations is of utter importance which every service provider takes care of and tries to satisfy the customer during pre and post-sales. 1. Types of Customer We as an IT Service provider company, have multiple target customers with whom we can explore and expand our business. Types of the Customers we as New players into the market can target upon are:- • Start-up • Growing Companies • Established Companies entering into new segments 2. The “S” shaped Growth Curve Regardless of the market style or business model (i.e. commodity, SaaS, operation, media, etc.), any organization will go through a highly linear period of growth and maturity known as the S Curve of Business. You'll also hear or see it referred to as the S Curve of Innovation or the S Curve of Development. After the initial upswing, the life cycle of a profitable business takes time—starting slowly, picking up steam during accelerated growth, and then tapering o? as growth slows. On the shape of a sigmoid or S curve, The S shape represents growth. 3. What is a Start-up Company? A start-up is a new company that is just getting started. These businesses have a product or service that is not already available in the industry. A start-up is a business that is in its initial phases

2. of operation, usually in its early stages of growth. Usually, 1-3 entrepreneurs launch these business projects with the aim of capitalizing on a perceived consumer need by creating a viable product, service, or network. When a Start-up is formed, an minimum viable products (MVP) or prototype is launched first into the market for further funding like Series A, Series B, etc. Once the funding is done, or the product is in the booming period, the solution is either acquired by a big market player or is merged with another mid-segment or big player. With Star-ups the approach followed is usually Agile, and the remote setup is preferred. Though time is important expectations to meet the need and launch the solution in the market are of utmost importance because of the fear to reach the customer before anyone else does take over the customer. in every business, 4. How is a Start-up Company formulated? The main reason for the formulation of any start-up in the market, is when the Need for a specific solution is seen, which is identified by the founders of the respective start-up, and the opportunity is grabbed, wherein all of the pain-points are well addressed. In any Newly Formed Start-up Competition = Less Margins- More As soon as the Start-up grows, the need and market for the solution are seen by other competitors. Therefore, the Competition Increases, and the Margins Decreases. 5. TOM- A Start-up case study When Alternatives, started its operations- everything managed was Manuel from client management, case management to enrollments, assessments. The case managers’ tasks were tedious, ine?cient, and very much time taking. And this was the time when the need for Total O?ender Management was seen by Tom - who targeted to address the main pain points of the system of the Alternatives and hence tried to address them all by prioritizing the modules. As a Minimum viable product (MVP) presented to the board’s team of alternatives, the first module was the Admin module, where the case managers and the management could see the ease of the tasks done. Taking over from last 10 years- its launch to the present, TOM drastically, wherein it has turned into a SAAS-based solution tapping similar pre-release centers, having similar needs. Not only as a solution has enhanced

3. the PRC’s needs were catered, but Tom tapped a similar market- which was against a need of the time i.e. the Addiction and substance abuse management, which was not easily managed in the PRC's before and was a tedious task for the case managers and consultants to handle. The Nutshell, of the case study, is , being launched into the market over 10 years, the stagnation period has been overcome in the due courses, and the sustained momentum has been achieved by growing, and innovating and thus bringing in the new solutions understanding the need and the problem in the current state and taking a wise decision that how the opportunity can be tapped so that ideation stage and the further stages are successful and achievable. into the market, by 6. ADL- How the customer tapped the market and the provider understood the idea behind A consultant working in a MNC always had this urge and excitement to understand the environment, and envision how the customers can be satisfied by providing them a fair solution. The consultant tapped the Home Care market, where he understood that there is no solution in the market, where the home care agencies are managed well. And if there were any solutions, they were not tapping a very big segment of the home care agencies i.e. the ADL - Activities of Daily Living. The consultant had a clear vision how he wanted the web based solution be, and had done enough research in the market as well. The service providers,while providing the solution,understanding the market and ideas behind. The modules existing solutions were providing, what better could be provided in it, and what best would be for the market the consultant was looking forward to tap. Understanding all of the above, the solution was started building, understanding and the catering to the need of the hour, and was a successful product in the market. After 8 years of improvements, and booming period, the product which was named as ADL was bought by a big player of the Home care Agency market i.e. Kinser. Reason Kinser bought ADL was, that though it was a big player in the home care market, but ADL management, which is an important part of any home care agency was missing in their products, and this gave ADL a kick in the market, and after successful 8 years in the market, the product was bought. current problems in the

4. 7. Briefing of the Case studies • Understand the need of the customer/market in time, before some other the customer grabs it. • Understanding the pain points is equally important as much as it is to provide the best solution. • Before suggesting a solution, studying the specific market, current competitors, risks involved are equally important. • After booming period, bringing innovation to the market, is very important so that stagnancy is ignored and sustained momentum is achieved.