customer success profit vs company financial success profit
DESCRIPTION
Presentation held at Google-SP HQ. That was my first meet-up with other alumni from USP (University of São Paulo) Computers Engineering Department. That was a nice networking day!TRANSCRIPT
Customer Success to Company Profit?
Why does your company have a CORE business?
Company Profit to Customer Success or
This is not a fairy tale…
Tradi&onal & Powerful Organisa&ons are cu5ng costs for be8er results…
…R&D efforts in that scenario have being under thro8le by Management…
…that deal with The Crowd as the funniest thing in the world…
But The Crowd is resis&ng bravely through The Open Force… (ooops) Source…
… and it seems they already started to thrive in someway…
…AND an INSANE New Rule is rising…
…turning the world status quo
upside down
That’s because we started to hack old business rules too…
…IN FACT, not only soOware business rules anymore…
…and a “new” (HAH!) power rise in business: Customers…
…where product visionaires diverge, but converge for them…
Some products evolve that much in so many years…
. 1.0 1985
. 3.1 1992
. 95 1995
. XP 2001
. Vista 2006
. 7
2009
. 8
2012
… ok ok ok, I wasn’t fair! There were some other relevant versions like 98, Millenium… (ops, let’s move on)…
…other products appear and evolve SO MUCH in a few years…
But s&ll, there are companies that decide not for customers success…
…because their success is measured just by increase revenue and reduce costs…
…whatever maybe the consequences or organisa&onal damage in mid-‐long term
So, there comes the pressure, employees turnover, lack of innova&on, quality, “reengineering”…
Sure SOME people earn a LOT OF MONEY, but the The Crowd won’t be naive forever
Why do they thrive so f* well??
h8p://www.deltahumano.com.br/
And you?
• Do you believe that control & pressure is a good tool in the seek for profit?
• 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 profit?
OK, we are trying to be ra&onal, what are the relevant constraints about the ques&on:
Customer Success to Company Profit?
Company Profit to Customer Success or
Conheçam meu blog! h8p://www.deltahumano.com.br
Henrique Soejima h8p://about.me/soejima
Delta Humano