I've been thinking about RIM lately and I think they basically had chances to turn themselves around, but took neither. The first was in '08/'09 - shortly after the iPhone. Some companies (Google, Samsung) saw where the industry was going, made the appropriate decisions and are now profiting handsomely. In hindsight, that was the right time for RIM to acquire QNX and start on BB10, which might have done very well had…
Yeah, while pretty much everyone witnessed and understands the failure of RIM to respond to the iPhone and hardware/OS missteps it might not be so well known that they were failing to properly service their existing strengths at the same time.
In my experience, lots of Enterprise/Government folks really didn't and likely still don't care about touchscreens and apps (for their employees), just email/PIN.
Problem was, the sometimes painful software/support plus lengthy, too frequent SRP outages ensured that BES and the Blackberries connected to them would be abandoned at the first opportunity.