"Our flexible business model is a core competency and allows us to protect the bottom line regardless of top line performance." - Sara Mathew
This is one of the most arrogant and short-sighted statements I've ever seen made by a CEO. Top line performance is seen as irrelevant, as are the customers who provide those revenues. Also irrelevent are the employees flexed to obtain profit results. Alan Loren once described the flexible business model, saying the business needs a CEO, and everyone else is flexible. His views are obviously shared by the current CEO. Makes for a great culture.
Top line performance enables continued existence and bottom line performance, in every business, everywhere. No exceptions.
Sara should think about the longer-term ramifications of the above statement. How well "protected" will the bottom line be if the top line is on a sustained decline?