So why the change? CEO Bennett said revision is necessary because "Our system is just broken." For instance, in analyst teleconferences the company admitted that only partially integrated acquisitions have resulted in a lot of redundant product silos. The company needs to cut duplicative activities, improve customer renewal rates, improve its slow decision-making processes and dissolve communications barriers. It should also want to address negative customer service criticism in 2012, as well as its internal security after intruders stole source code last year.
Symantec's expressed goal is to address underserved customer needs better than its competitors. This is not just talk; Symantec has defined specific action items. For example, it plans a business continuity value-added service, an effort that will take a minimum of six months to as much as two years to complete.
Tackling tough issues is a good thing as it can provide a competitive differentiation--if it works. However even if the problem proves intractable, it shows willingness to take risks--and to fail. The companies that succeed in the long run are those that accept inevitable failures but have enough successes to more than offset them.
What Symantec 4.0 Means
Let's look selectively at what Symantec is planning to do in its 4.0 effort -- product portfolio, reorganization, and financially.
On the product front, Symantec divides the competitive landscape into startups, specialists, and integrated stack providers. It views itself as a specialist (along with direct competitors such as Commvault and McAfee). It also competes with startups (such as Dropbox and Veeam) that focus on very specific products or services; and integrated stack providers (like IBM and Microsoft) that are platform-focused.
Symantec feels that it wins (and will continue to do so) by focusing on being "best of need," which it views as best of breed tailored to the customer, scale, integration and cross-platform.
An interjection: Symantec's "best of need" claim is something customers need to consider closely. General purpose software has swept the IT industry for a number of years now. So as a customer, you can choose parameters to tailor products to some extent, but there are limits. Going beyond the boundary conditions of your software to introduce enterprise-specific functionality may create problems (such as the inability to upgrade to a new release of software). There are ways to get around this, but they have to be examined carefully.
Symantec states that "best of need" efforts focus on addressing unmet, underserved requirements in three areas: user productivity and protection (simple solutions for home and work); information security (safety and compliance for businesses); and information management, availability and scalability (where business information and applications are kept up and running).
Symantec does not appear to be abandoning any products that fit into the three areas. However, the focus is to deliver ten new, integrated modular offerings over the next 6 to 24 months that fit into the above-mentioned categories:
Although Symantec will not rule out acquisitions, it plans to focus on organic growth, which includes an increase in R&D spending from 14% to 16%.
Next page: Reorganization