Navigating Customer Expectations and Product Identity

Betsy Harbison, CEO at Softrip, successfully completed a funded search in 2021. Her story, however, is rather unique in that the business she acquired is a remote, vertical software company that was also a carve out, meaning that a crucial part of Betsy’s journey involved the daunting task of untangling Softrip from its parent company. In this episode, she considers the pros and cons of self-funded versus funded search; why she ended up buying a remote company when her search had initially focused on the Midwest; the thinking behind her decision, in purchasing the business, not to raise any debt; and the challenges she encountered in doing due diligence on a carve out, including the seller’s insistence that she not speak with employees or customers prior to close. She also shares reflections on her first years as CEO, comprising the excitement and the difficulties around not having the luxury to wait before making changes, the transition from too much product customization to a rebuilding of that core product,  and also her recent focus on an entirely new product offering. It’s a distinct story of acquisition entrepreneurship and a fascinating conversation.