Customer Success Profit vs Company Financial Success Profit
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Presentation held at Google-SP HQ. That was my first meet-up with other alumni from USP (University of S達o Paulo) Computers Engineering Department. That was a nice networking day!
Customer Success Profit vs Company Financial Success Profit
- 1. Company Pro鍖t to Customer Success or Customer Success to Company Pro鍖t? Why does your company have a CORE business?
- 2. This is not a fairy tale
- 3. Tradi&onal & Powerful Organisa&ons are cu5ng costs for be8er results
- 4. R&D e鍖orts in that scenario have being under thro8le by Management
- 5. that deal with The Crowd as the funniest thing in the world
- 6. But The Crowd is resis&ng bravely through The Open Force (ooops) Source
- 7. and it seems they already started to thrive in someway
- 8. INSANE New Rule is rising AND an
- 9. turning the world status quo upside down
- 11. Thats because we started to hack old business rules too
- 12. IN FACT, not only soOware business rules anymore
- 13. and a new (HAH!) power rise in business: Customers
- 14. where product visionaires diverge, but converge for them
- 15. Some products evolve that much in so many years . . . . . . . 1.0 3.1 95 XP Vista 7 8 1985 1992 1995 2001 2006 2009 2012 ok ok ok, I wasnt fair! There were some other relevant versions like 98, Millenium (ops, lets move on)
- 16. other products appear and evolve SO MUCH in a few years
- 17. But s&ll, there are companies that decide not for customers success
- 18. because their success is measured just by increase revenue and reduce costs
- 19. whatever maybe the consequences or organisa&onal damage in mid-足long term
- 20. So, there comes the pressure, employees turnover, lack of innova&on, quality, reengineering
- 21. Sure SOME people earn a LOT OF MONEY, but the The Crowd wont be naive forever
- 22. Why do they thrive so f* well??
- 24. And you? ≒ Do you believe that control & pressure is a good tool in the seek for pro鍖t? ≒ In which contexts do you believe FINANCIAL PROFIT oriented focus makes sense? ≒ Does it include innova&on or informa&on management? ≒ Do you believe in an innova&on area, focus on customer success is enough to pro鍖t?
- 25. OK, we are trying to be ra&onal, what are the relevant constraints about the ques&on: Company Pro鍖t to Customer Success or Customer Success to Company Pro鍖t?
- 26. Henrique Soejima h8p://about.me/soejima Delta Humano Conhe巽am meu blog! h8p://www.deltahumano.com.br