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Q7 2025? 491

nothing in license fees for the full-service operations application that it obtains from the SaaS
vendor MindBody, Inc. Instead, all of the credit card charges that The Firm customers make
are processed by MindBody, Inc. This processing enables MindBody to earn a small amount
on every customer transaction. MindBody supports more than 6,000 studios and trainers in the
United States. Its software is a veritable money machine.
A key element of this new business model is the alignment between the goals of work-
out studios and MindBody. Both make more money when customers purchase. Therefore,
MindBody’s software includes features and functions that enable studio managers to determine
which products, classes, trainers, and even ads and marketing campaigns are the most success-
ful. Furthermore, MindBody has a window on the best practices in the industry. To motivate
studios to adapt to new practices that will create more revenue, MindBody provides compara-
tive statistics on any given studio’s performance against that of similar companies in its region.
MindBody’s business model is an example of a potentially monumental change in the way
that business software is provided.
But for all of this positive news, will we ever learn? We have known for more than 40 years
that the key factor in informations systems success is active involvement by users. We’ve seen
billion-dollar disasters play out for a lack of control over requirements. So, have we learned?
Reread Case Study 7 and ask what single factor was responsible for the debacle in the Cover
Oregon health exchange. The governor didn’t get involved and didn’t have anyone else manage
the project, and the users fought with the development organization over requirements, which
were never stabilized.
That’s it! You’ve reached the end So, it all comes down to the users. The positive four factors will help, but unless senior man-
of this text. Take a moment to
consider how you will use what agement and users are actively involved in systems development projects, we will have many
you learned, as described in the more million- and billion-dollar disasters on our hands. You and your classmates can make a
Guide on pages 494–495. difference.