OSDC - GROUP ASSIGNMENT (GROWTH MODEL)

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Organisational Structure, Design and Change - XOL PGDHRM’ 25

By Prof Gloryson Chalil

Submitted By-
Prathama Karangutkar (XOH23014)
Shruti Hugar (XOH23022)
Souvik Barua (XOH23023)
Ishan (XOH23027)
Sejal Khanna (XOH23028)

Dated
June 13, 2024
 Navigating the Downturn: A Revival Plan for Khoros in the Face of Client Loss

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About the Company:

Khoros’ award-winning customer engagement platform helps over 2,000 global brands, including
one-third of the Fortune 100 companies, create customers for life. With over 20 patented
technologies, Khoros connects every facet of customer engagement, including digital contact
centers, messaging, chat, online brand communities, CX analytics, and social media management.
Combined with our top-rated services, the Khoros platform enables brands to connect with
customers throughout their entire digital interactions and leverages AI to turn these interactions
into actionable insights. Primarily owned by Vista Equity Partners, Khoros is recognized as one
of the Best Places to Work both nationally and locally across our 11 offices around the world.

Khoros is facing a critical situation due to the recent recession (2023-24). The economic downturn
has resulted in significant client losses, impacting their renewal rates. This has led Khoros to
implement cost-cutting measures and layoffs, further highlighting the financial strain. These
challenges suggest the organization is in Stage 4 (Crisis) of the Johnsson's Decline Model. Here
are some recommendations for the revival of the company:
Targeted Win-Back Campaigns/Customer Retention:

● Develop specific campaigns for each client segment. This could involve:
○ Targeted discounts or special offers: Provide temporary price reductions or
flexible payment plans to ease the financial burden during the recession.
○ Focus on value proposition: Clearly communicate how Khoros' services can
specifically help clients navigate the recession and emerge stronger.
○ Improved services or features: Showcase new features or service enhancements
that address current market needs arising from the recession.

● Merger or acquisition:
Combining with a competitor or another company with complementary strengths could
create a more robust entity.

● Strategic pivot:
Explore a complete shift in focus or target market. This might involve drastically changing
the product or service offering.

● Asset sale:
Selling off certain assets or divesting non-core business units could generate resources for
a turnaround.

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