And because it ventured into fields where it lacked expertise, "it soon realized that the technology used on the company's websites was unnecessary or flawed, resulting in customer-service issues that significantly damaged the company's reputation and relationship with its customers"
Years ago when I posted on the Delphi forum that philatelic organizations which relied upon publication needed to hire staff with technology expertise (as opposed to out-sourcing IT) I was told I was wrong and ridiculed as an "I-idiot". To this day there are many people who push back when anyone is critical of IT outsourcing when it actually should be a core competency of any publishing organization.
Publishing is communicating information. IT = Information technology. Seems pretty obvious.