Case Analysis: Intuit QuickBooks

Problem Statement

Intuit realized the importance of transforming QuickBooks from product to platform for the company’s sustainable growth. Intuit holds rich experience in developing software and providing excellent customer service but has limited experience in the platform business. However, Intuit management has decided to push this strategy even the corresponding problems are obvious. Firstly, the company has to properly redistribute its financial resources to adapt to platform building. Secondly, it has to better define the platform opportunities and associated business models. Thirdly, as a public company, Intuit has to convince its internal and external stakeholders that the platform investment is worthwhile. Apart from the three major problems, Intuit is facing organizational challenges. The first is that the Intuit organization’s skillset was focused on solving customer problems, not partnering with third-­‐party product or service providers. The second is that the company lacks organization incentive to develop the platform.

External Analysis

PEST Analysis and Industry Trend Exhibit 1 shows the factors in the macro environment that might affect the financial software service industry. Politically, it is unlikely to have major changes over the federal tax laws in the coming years. Financial regulations might change frequently

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over time and would lead to industry adjustments. Economically, the industry could be more easily affected. Inflation, interest rates and economic growth have profound impact over all kinds of businesses that cause demand decline of financial software services. From social aspect, the number of businesses, accounting professionals and software developers could affect the entire financial software service industry. Technologically, the software is constantly upgrading throughout years. Services have gone to Cloud and mobile to provide better customer experience in recent years.

The financial service software industry is diversified to cater the needs of different kinds of businesses. There are several major development trends in today’s financial service software industry. Firstly, most of the financial software service providers are aware of the changing customer need, which is moving from software to Cloud-­‐ based service. Secondly, a functional platform for customers to access multiple resources and to interact with their relevant parties becomes important. Thirdly, open the service platform to its relevant stakeholders could help the companies to build sustainable ecosystems.

Industry Key Success Factors Firstly, accurately identify target