It's all about execution

In this economy, relying on back-of-the-envelope cost projections for anything is not smart. "Companies don't have the money to coddle customers that are not profitable in the first place," Finch told CRM Buyer. "For the good of the customer and the company, those relationships need to be severed. The customer can find a better provider, and the company can focus on what it does best."

Journyx will continue to focus on cost analysis with its current product line, but it is also branching out to expand its own customer base and reach. The company has invested about a quarter of its revenue in new product development and plans to unveil its expanded lineup very shortly.

Read the Q&A with Journyx CEO Curt Finch here.