Fundamentals

For small to medium-sized businesses (SMBs), the concept of Strategic Scalability might initially seem like a term reserved for large corporations or tech startups aiming for exponential growth. However, understanding and implementing strategic scalability is crucial for the long-term health and prosperity of any SMB, regardless of its current size or ambition. In its simplest form, strategic scalability for an SMB is about building a business that can handle increased demand and growth without collapsing under its own weight. It’s about creating systems, processes, and a culture that allows the business to expand smoothly and efficiently, rather than being overwhelmed by success.

Imagine a local bakery that starts gaining popularity due to its delicious pastries. Initially, the current setup ● a small team, a single oven, and manual order taking ● works perfectly. But as word spreads and orders increase, the bakery might face challenges. Longer wait times, potential errors in orders, and stressed employees become common.

This is a classic example of a business struggling with scalability. Strategic scalability, in this context, would involve proactively planning for this potential growth. This could mean investing in additional ovens, streamlining the order process with a point-of-sale system, or training more staff to handle increased customer volume. It’s not just about reacting to growth, but anticipating it and preparing the business to thrive as it expands.

Understanding the Core Components of Strategic Scalability for SMBs

Strategic scalability isn’t a one-size-fits-all solution. It’s a tailored approach that considers the unique characteristics of each SMB. However, certain core components are universally applicable and form the foundation of a scalable business model. These components can be broadly categorized into operational, technological, and organizational aspects.

Operational Scalability

Operational Scalability focuses on the efficiency and adaptability of the day-to-day processes within the SMB. It’s about ensuring that as the business grows, its operations can expand without a proportional increase in costs or effort. This involves streamlining workflows, optimizing resource allocation, and implementing standardized procedures. For our bakery example, operational scalability Meaning ● Operational scalability in SMBs is the ability to efficiently manage growth while maintaining performance, profitability, and customer satisfaction. could mean standardizing recipes to ensure consistent quality even with new bakers, implementing inventory management systems to avoid stockouts, and optimizing delivery routes to handle more orders efficiently.

Key elements of operational scalability include:

• Process Optimization ● Identifying and eliminating bottlenecks in workflows, streamlining tasks, and standardizing procedures to improve efficiency and consistency.
• Resource Management ● Efficiently allocating and managing resources such as staff, equipment, and materials to minimize waste and maximize output.
• Supply Chain Efficiency ● Building robust and reliable supply chains that can handle increased demand and ensure timely delivery of necessary inputs.

Technological Scalability

Technological Scalability leverages technology to enhance efficiency, automate tasks, and support growth. In today’s digital age, technology is no longer an optional add-on but a fundamental enabler of scalability. For SMBs, this might involve adopting cloud-based software, implementing customer relationship management (CRM) systems, or utilizing automation tools to streamline repetitive tasks. For the bakery, technological scalability could mean implementing an online ordering system to handle orders 24/7, using accounting software to manage finances efficiently, and leveraging data analytics to understand customer preferences and optimize product offerings.

Crucial aspects of technological scalability are:

• Automation ● Automating repetitive tasks and processes to reduce manual effort, minimize errors, and free up staff for more strategic activities.
• Cloud Computing ● Utilizing cloud-based services for data storage, software applications, and infrastructure to ensure accessibility, flexibility, and cost-effectiveness.
• Data Analytics ● Leveraging data to gain insights into customer behavior, operational performance, and market trends to inform decision-making and optimize strategies.

Organizational Scalability

Organizational Scalability pertains to the structure, culture, and talent within the SMB. It’s about building a team and organizational framework that can adapt and grow alongside the business. This involves developing a flexible organizational structure, fostering a culture of continuous improvement, and investing in employee training and development. For the bakery, organizational scalability Meaning ● Organizational scalability is an SMB's ability to efficiently manage growth, adapt operations, and maintain performance amidst increasing demands. could mean establishing clear roles and responsibilities as the team grows, implementing training programs to onboard new staff quickly, and fostering a culture of customer service Meaning ● Customer service, within the context of SMB growth, involves providing assistance and support to customers before, during, and after a purchase, a vital function for business survival. excellence to maintain brand reputation Meaning ● Brand reputation, for a Small or Medium-sized Business (SMB), represents the aggregate perception stakeholders hold regarding its reliability, quality, and values. as the customer base expands.

Organizational scalability is built upon:

• Flexible Structure ● Designing an organizational structure Meaning ● Organizational structure for SMBs is the framework defining roles and relationships, crucial for efficiency, growth, and adapting to change. that can adapt to changing needs and growth, avoiding rigid hierarchies that hinder agility.
• Talent Acquisition and Development ● Attracting, retaining, and developing skilled employees who can contribute to the business’s growth and adapt to evolving roles.
• Culture of Innovation ● Fostering a culture that encourages experimentation, learning from mistakes, and continuous improvement Meaning ● Ongoing, incremental improvements focused on agility and value for SMB success. to drive innovation and adaptability.

Strategic scalability for SMBs is fundamentally about building resilience and adaptability into the business model, ensuring it can not only survive but thrive in the face of growth and change.

Why Strategic Scalability Matters for SMB Growth

For SMBs, strategic scalability is not just a desirable attribute; it’s often a necessity for sustained growth and long-term success. Without a scalable foundation, SMBs risk being limited by their initial constraints, hindering their ability to capitalize on opportunities and compete effectively in the market. Ignoring scalability can lead to several detrimental consequences for an SMB, including:

• Missed Growth Opportunities ● Inability to handle increased demand can lead to lost sales, dissatisfied customers, and a damaged brand reputation, ultimately limiting growth potential.
• Operational Inefficiencies ● As the business grows without scalable systems, processes become inefficient, leading to increased costs, errors, and delays.
• Employee Burnout ● Lack of scalability can place excessive pressure on employees, leading to burnout, decreased morale, and higher turnover rates.
• Financial Strain ● Uncontrolled growth without scalable financial management can lead to cash flow problems, overspending, and ultimately, financial instability.

Conversely, SMBs that prioritize strategic scalability are better positioned to:

• Capitalize on Market Opportunities ● Scalable businesses can quickly adapt to changing market conditions and seize new opportunities for growth and expansion.
• Improve Efficiency and Profitability ● Scalable operations and processes lead to greater efficiency, reduced costs, and improved profitability.
• Enhance Customer Satisfaction ● Scalable systems ensure consistent service quality and responsiveness, leading to higher customer satisfaction Meaning ● Customer Satisfaction: Ensuring customer delight by consistently meeting and exceeding expectations, fostering loyalty and advocacy. and loyalty.
• Attract and Retain Talent ● Scalable businesses often offer more opportunities for employee growth and development, making them more attractive to top talent.

In essence, strategic scalability provides SMBs with the agility and resilience needed to navigate the complexities of growth and build a sustainable and thriving business. It’s about moving beyond simply surviving to actively shaping the future of the business and achieving long-term success in a competitive landscape.

To further illustrate the importance of strategic scalability, consider the following table which highlights the contrasting outcomes for SMBs with and without a focus on scalability:

This table clearly demonstrates that strategic scalability is not just a theoretical concept but a practical necessity for SMBs aiming for sustained success. By understanding the fundamentals of operational, technological, and organizational scalability, SMBs can lay the groundwork for a future where growth is not a source of stress but an opportunity for continued prosperity.

Intermediate

Building upon the foundational understanding of strategic scalability, we now delve into the intermediate aspects, focusing on practical implementation strategies and addressing common challenges SMBs encounter. At this stage, strategic scalability transcends mere theoretical understanding and becomes an actionable framework for SMB growth. It requires a more nuanced approach, considering the specific industry, market dynamics, and internal capabilities of each SMB. Moving beyond the basic definition, intermediate strategic scalability involves actively designing and implementing systems and processes that not only accommodate growth but also proactively drive it in a sustainable and profitable manner.

Consider a growing e-commerce SMB specializing in handcrafted goods. Initially, they might have relied on manual inventory tracking, basic order processing, and limited customer service channels. As their online presence expands and sales increase, these rudimentary systems become inadequate.

Intermediate strategic scalability for this SMB would involve implementing an integrated e-commerce platform with automated inventory management, streamlined order fulfillment processes, and multi-channel customer support. It’s about leveraging technology and process optimization Meaning ● Enhancing SMB operations for efficiency and growth through systematic process improvements. to create a more robust and efficient operational backbone that can support continued expansion and enhance the customer experience.

Developing a Strategic Scalability Roadmap for SMBs

Implementing strategic scalability is not a one-time project but an ongoing process that requires a well-defined roadmap. This roadmap serves as a guide for SMBs, outlining the key steps, priorities, and timelines for building a scalable business. A strategic scalability roadmap typically involves several key phases, starting with assessment and planning, moving through implementation and optimization, and culminating in continuous monitoring and adaptation.

Phase 1 ● Assessment and Planning

The initial phase is crucial for laying the groundwork for successful scalability. It involves a thorough assessment of the current state of the SMB, identifying areas for improvement, and defining clear scalability goals. This phase is characterized by introspection and strategic foresight, requiring SMB leaders to critically evaluate their existing operations, technology infrastructure, and organizational structure.

Key activities in the assessment and planning phase include:

1. Current State Analysis ● Conduct a comprehensive analysis of existing business processes, technology systems, organizational structure, and financial performance to identify strengths, weaknesses, and bottlenecks.
2. Scalability Gap Identification ● Determine the gaps between the current state and the desired scalable state, pinpointing areas where improvements are needed to accommodate future growth.
3. Goal Setting and Prioritization ● Define specific, measurable, achievable, relevant, and time-bound (SMART) scalability goals, prioritizing initiatives based on their potential impact and feasibility.
4. Resource Allocation Planning ● Identify the resources (financial, human, technological) required to implement the scalability roadmap, and develop a plan for allocating these resources effectively.

Phase 2 ● Implementation and Automation

The implementation phase is where the planned scalability initiatives are put into action. This often involves adopting new technologies, streamlining processes, and restructuring teams. Automation plays a central role in this phase, as it’s a key enabler of efficiency and scalability. This phase requires careful project management, change management, and a focus on minimizing disruption to ongoing operations.

Core actions during implementation and automation are:

1. Technology Implementation ● Deploy new software systems, automation tools, and infrastructure upgrades identified in the planning phase, ensuring seamless integration with existing systems.
2. Process Optimization and Redesign ● Implement streamlined workflows, standardized procedures, and process automation to improve efficiency and reduce manual effort.
3. Team Restructuring and Training ● Adjust organizational structures, redefine roles and responsibilities, and provide necessary training to employees to adapt to new processes and technologies.
4. Pilot Testing and Refinement ● Conduct pilot tests of new systems and processes in a controlled environment, gather feedback, and refine implementation plans based on test results.

Phase 3 ● Monitoring and Optimization

Scalability is not a static state but a continuous journey. The monitoring and optimization phase is crucial for ensuring that the implemented scalability solutions are performing as expected and for identifying areas for further improvement. This phase emphasizes data-driven decision-making and a commitment to continuous improvement. Regular performance reviews, key performance indicator (KPI) tracking, and proactive adaptation are essential elements of this phase.

Essential activities in monitoring and optimization include:

1. Performance Monitoring ● Track key performance indicators (KPIs) related to operational efficiency, customer satisfaction, and financial performance to assess the effectiveness of scalability initiatives.
2. Data Analysis and Insights ● Analyze performance data to identify trends, patterns, and areas for improvement, using data-driven insights to inform optimization strategies.
3. Continuous Process Improvement ● Regularly review and refine processes, systems, and technologies based on performance data and feedback, fostering a culture of continuous improvement.
4. Adaptation and Iteration ● Be prepared to adapt scalability strategies and plans based on changing market conditions, business needs, and performance results, embracing an iterative approach to scalability.

A well-defined strategic scalability roadmap provides SMBs with a structured approach to navigate the complexities of growth, ensuring that scalability initiatives are aligned with business goals and implemented effectively.

Overcoming Common Scalability Challenges in SMBs

While the benefits of strategic scalability are undeniable, SMBs often face unique challenges in its implementation. These challenges can range from resource constraints and technological limitations to organizational resistance and mindset barriers. Understanding and proactively addressing these challenges is crucial for successful scalability implementation.

Common scalability challenges for SMBs include:

• Limited Financial Resources ● SMBs often operate with tight budgets, making it challenging to invest in the necessary technologies, infrastructure, and talent for scalability.
• Lack of Technical Expertise ● SMBs may lack in-house expertise in areas such as technology implementation, automation, and data analytics, hindering their ability to effectively leverage these tools for scalability.
• Resistance to Change ● Employees and even leadership within SMBs may resist changes associated with scalability initiatives, such as new processes, technologies, or organizational structures.
• Maintaining Quality and Customer Experience ● As SMBs scale, maintaining consistent product or service quality and personalized customer experiences can become challenging.
• Scaling Culture ● Preserving the initial entrepreneurial spirit and company culture as the SMB grows can be difficult, potentially leading to a disconnect between leadership and employees.

To overcome these challenges, SMBs can adopt several strategies:

• Phased Implementation ● Implement scalability initiatives in phases, prioritizing the most critical areas and spreading out investments over time to manage financial constraints.
• Leveraging Cloud Solutions ● Utilize cost-effective cloud-based technologies and software-as-a-service (SaaS) solutions to minimize upfront investment and access enterprise-grade capabilities.
• Seeking External Expertise ● Engage consultants, freelancers, or managed service providers to access specialized expertise in areas where in-house skills are lacking, such as technology implementation or process optimization.
• Change Management Strategies ● Implement effective change management Meaning ● Change Management in SMBs is strategically guiding organizational evolution for sustained growth and adaptability in a dynamic environment. strategies to address resistance to change, communicate the benefits of scalability initiatives, and involve employees in the process.
• Focus on Customer-Centric Scalability ● Prioritize scalability initiatives that directly enhance the customer experience, ensuring that growth does not come at the expense of customer satisfaction.
• Culture Preservation and Adaptation ● Actively work to preserve the core values and positive aspects of the SMB’s culture while adapting it to accommodate growth and maintain employee engagement.

The following table summarizes common scalability challenges and corresponding mitigation strategies for SMBs:

By proactively addressing these challenges and implementing appropriate mitigation strategies, SMBs can navigate the complexities of scalability more effectively and build a foundation for sustainable growth. Intermediate strategic scalability is about moving beyond simply understanding the concept to actively planning, implementing, and optimizing scalability initiatives while overcoming common SMB-specific hurdles.

Advanced

Strategic scalability, viewed through an advanced lens, transcends the operational and tactical considerations discussed in previous sections and enters the realm of strategic management Meaning ● Strategic Management, within the realm of Small and Medium-sized Businesses (SMBs), signifies a leadership-driven, disciplined approach to defining and achieving long-term competitive advantage through deliberate choices about where to compete and how to win. theory, organizational economics, and complex systems analysis. At this advanced level, strategic scalability is not merely about adapting to growth but about proactively designing and evolving the business model itself to inherently possess scalable properties. This involves a deep understanding of the dynamic interplay between internal organizational capabilities, external market forces, and the evolving technological landscape. From an advanced perspective, strategic scalability can be defined as:

“The dynamic organizational capability to consistently and efficiently expand operational capacity, market reach, and value creation potential in response to anticipated or realized growth opportunities, while maintaining or enhancing organizational effectiveness, resilience, and competitive advantage, grounded in a strategically designed and adaptable business model.”

This definition emphasizes several key advanced concepts:

• Dynamic Capability ● Strategic scalability is not a static attribute but a dynamic capability, reflecting the organization’s ability to sense, seize, and reconfigure resources and processes to adapt to changing environments and growth trajectories.
• Efficiency and Effectiveness ● Scalability is not just about growth but about efficient and effective growth, ensuring that expansion translates into enhanced value creation and profitability, not just increased size.
• Resilience and Competitive Advantage ● A strategically scalable business model enhances organizational resilience, enabling it to withstand market fluctuations and competitive pressures, while simultaneously strengthening its competitive advantage.
• Strategic Business Model Design ● Scalability is not an afterthought but an inherent property of a strategically designed business model, requiring proactive consideration of scalability principles from the outset.

This advanced definition moves beyond simple operational adjustments and highlights the strategic and deeply embedded nature of scalability within the very fabric of the organization. It necessitates a holistic and systems-thinking approach, considering the interconnectedness of various organizational elements and their interaction with the external environment.

Deconstructing Strategic Scalability ● Diverse Perspectives and Cross-Sectoral Influences

The advanced understanding of strategic scalability is enriched by diverse perspectives from various disciplines and cross-sectoral influences. Examining these diverse viewpoints provides a more nuanced and comprehensive understanding of the concept, particularly relevant for SMBs operating in increasingly complex and interconnected business ecosystems.

Perspectives from Strategic Management Theory

Strategic management theory offers several frameworks that illuminate different facets of strategic scalability. The Resource-Based View (RBV) emphasizes the importance of developing and leveraging valuable, rare, inimitable, and non-substitutable (VRIN) resources and capabilities for achieving sustainable competitive advantage Meaning ● SMB Competitive Advantage: Ecosystem-embedded, hyper-personalized value, sustained by strategic automation, ensuring resilience & impact. and scalability. For SMBs, this perspective highlights the need to identify and cultivate unique resources or capabilities that can be leveraged to support scalable growth. This could be proprietary technology, specialized knowledge, or a strong brand reputation.

The Dynamic Capabilities Framework, building upon RBV, focuses on the organizational processes that enable firms to adapt and reconfigure their resources and capabilities in response to changing environments. Strategic scalability, from this perspective, is a manifestation of dynamic capabilities, reflecting the SMB’s ability to sense market opportunities, seize them effectively, and reconfigure its operations and resources to support rapid growth. This framework underscores the importance of organizational agility and adaptability for scalability.

Contingency Theory suggests that there is no one-size-fits-all approach to management and that organizational effectiveness depends on aligning organizational structure and strategy with the specific context and environment. In the context of strategic scalability, contingency theory implies that the optimal scalability strategies for an SMB will depend on factors such as industry characteristics, market dynamics, and the SMB’s specific competitive positioning. This perspective cautions against adopting generic scalability solutions and emphasizes the need for context-specific approaches.

Cross-Sectoral Business Influences ● Technology, Globalization, and Network Effects

Strategic scalability is significantly influenced by broader cross-sectoral trends, particularly in technology, globalization, and the rise of network effects. These forces reshape the competitive landscape and create both opportunities and challenges for SMB scalability.

Technological Advancements ● The rapid pace of technological innovation, particularly in areas like cloud computing, artificial intelligence (AI), and automation, has fundamentally altered the scalability landscape. Cloud technologies provide SMBs with access to scalable infrastructure and software solutions at a fraction of the cost of traditional on-premise systems. AI and automation enable SMBs to streamline processes, enhance efficiency, and personalize customer experiences at scale. However, technological advancements also create new challenges, such as the need for digital transformation, cybersecurity risks, and the digital skills gap.

Globalization and Market Expansion ● Globalization has expanded market opportunities for SMBs, enabling them to reach customers and access resources globally. E-commerce platforms, digital marketing tools, and global logistics networks facilitate international expansion for even small businesses. However, globalization also intensifies competition and introduces complexities related to cross-cultural management, regulatory compliance, and international supply chains. Strategic scalability in a globalized context requires SMBs to develop capabilities for managing international operations and navigating diverse market environments.

Network Effects and Platform Business Models ● The rise of platform business models, characterized by network effects, has created new paradigms for scalability. Network effects Meaning ● Network Effects, in the context of SMB growth, refer to a phenomenon where the value of a company's product or service increases as more users join the network. occur when the value of a product or service increases as more users adopt it. Platform businesses leverage network effects to achieve rapid and exponential growth. For SMBs, understanding and potentially leveraging network effects can be a powerful driver of scalability.

This might involve building online communities, creating marketplaces, or developing platform-based services that benefit from user network growth. However, building and managing platform businesses also presents unique challenges related to platform governance, ecosystem management, and competition from established platform giants.

Advanced perspectives on strategic scalability emphasize its dynamic, strategic, and context-dependent nature, highlighting the need for SMBs to develop dynamic capabilities, leverage technological advancements, and navigate the complexities of globalization and network effects.

In-Depth Business Analysis ● The Controversial Aspect of Hyper-Scalability for SMBs

While scalability is generally perceived as a positive attribute, the concept of Hyper-Scalability, particularly within the SMB context, presents a potentially controversial and often overlooked dimension. Hyper-scalability refers to the pursuit of extremely rapid and exponential growth, often fueled by aggressive technology adoption and venture capital funding. While hyper-scalability can lead to phenomenal success stories, it also carries significant risks and potential downsides for SMBs, particularly in terms of long-term sustainability, organizational culture, and ethical considerations.

The conventional wisdom often equates scalability with rapid growth and expansion at all costs. However, an scholarly informed perspective questions this assumption, particularly for SMBs. The controversy arises from the potential misalignment between the pursuit of hyper-scalability and the long-term interests of SMB stakeholders, including employees, customers, and even the founders themselves. While venture-backed startups often prioritize hyper-scalability as a path to rapid market dominance and lucrative exit strategies, SMBs with different ownership structures and long-term goals may find that hyper-scalability is not always the optimal or even desirable path.

Potential Downsides and Risks of Hyper-Scalability for SMBs

The relentless pursuit of hyper-scalability can expose SMBs to several significant risks and downsides:

• Culture Erosion and Employee Burnout ● Hyper-growth often necessitates rapid hiring, organizational restructuring, and intense pressure to meet aggressive growth targets. This can lead to culture erosion, loss of personal touch, and employee burnout, particularly in SMBs that initially prided themselves on a strong, close-knit culture. The focus shifts from employee well-being and long-term development to short-term growth metrics.
• Quality Degradation and Customer Dissatisfaction ● In the rush to scale rapidly, SMBs may compromise on product or service quality, customer service, and attention to detail. Standardization and automation, while essential for scalability, can also lead to a decline in personalization and customer experience, potentially damaging brand reputation and customer loyalty in the long run.
• Financial Instability and Over-Leveraging ● Hyper-scalability often requires significant upfront investments in technology, infrastructure, and marketing, which may be funded through debt or equity financing. If growth targets are not met or market conditions change, SMBs can become financially over-leveraged and vulnerable to financial distress. The pressure to maintain hyper-growth can lead to unsustainable spending and risky financial decisions.
• Strategic Drift and Loss of Focus ● The pursuit of hyper-scalability can distract SMBs from their core competencies and strategic focus. The pressure to expand into new markets, launch new products, and diversify revenue streams can lead to strategic drift and a loss of the initial competitive advantage that fueled the SMB’s early success. The organization may become spread too thin, losing its unique value proposition.
• Ethical Concerns and Social Impact ● Hyper-scalability, particularly in certain industries, can raise ethical concerns related to data privacy, labor practices, and environmental sustainability. The relentless pursuit of growth may overshadow ethical considerations and social responsibility, potentially damaging the SMB’s long-term reputation and societal impact. For example, aggressive data collection for personalized marketing or unsustainable supply chain practices to reduce costs can have negative ethical implications.

Alternative Scalability Models ● Sustainable and Purpose-Driven Growth

In contrast to hyper-scalability, alternative scalability models emphasize sustainable and purpose-driven growth, prioritizing long-term value creation, stakeholder well-being, and ethical considerations. These models recognize that growth is not an end in itself but a means to achieve broader organizational goals and create positive impact.

Sustainable Scalability ● This model focuses on balancing growth with long-term sustainability, emphasizing operational efficiency, resource optimization, and responsible financial management. Sustainable scalability Meaning ● Sustainable Scalability, in the SMB landscape, defines a business's capacity to accommodate growth without compromising its fundamental operational effectiveness, financial stability, or brand value. prioritizes organic growth, reinvesting profits into the business, and building a resilient and adaptable organizational structure. It avoids excessive risk-taking and prioritizes long-term profitability over short-term hyper-growth. For SMBs, sustainable scalability often translates into a more stable and predictable growth trajectory, fostering a healthy organizational culture and long-term stakeholder value.

Purpose-Driven Scalability ● This model integrates a strong sense of purpose and social mission into the scalability strategy. Purpose-driven SMBs prioritize growth that aligns with their core values and contributes to positive social or environmental impact. Scalability is viewed as a means to amplify their positive impact and create value for a broader range of stakeholders, including employees, customers, communities, and the environment. This model often attracts mission-aligned employees and customers, fostering stronger brand loyalty and long-term sustainability.

The following table contrasts hyper-scalability with sustainable and purpose-driven scalability models for SMBs:

For SMBs, particularly those with a long-term vision and a commitment to stakeholder well-being, a more nuanced and critical evaluation of scalability is essential. While growth is important, the type of growth and the purpose behind it are equally crucial. Strategic scalability, in its most scholarly informed and ethically responsible form, should prioritize sustainable and purpose-driven growth models, ensuring that SMBs not only scale effectively but also contribute positively to society and build enduring value for all stakeholders. The controversial aspect of hyper-scalability serves as a crucial reminder that “bigger” is not always “better,” and that strategic scalability should be aligned with the long-term vision and values of the SMB.