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Companies that are brave enough to do this; or more importantly, those that have aligned their internal processes and infrastructure around an ability to do this; will own the future.

The scary part for some existing companies is that the situation is very rarely "oh you could have chosen to be more forward-thinking and you just didn't". Many companies just don't have the expertise, infrastructure, processes, or authority to do this. If you don't, you don't, and for you, Zendesk will be a better option, for as long as you're able. Its natural selection.