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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 São Paulo) Computers Engineering Department. That was a nice networking day!

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!

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  • Ecomeçamos a esmiuçarvelhasregras de negóciotb
  • Ecomeçamos a esmiuçarvelhasregras de negóciotb
  • Transcript

    • 1. Company  Profit  to   Customer  Success  or   Customer  Success    to  Company  Profit?  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  efforts  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  
    • 10. That’s  because  we  started  to  hack  old  business  rules  too…  
    • 11. …IN  FACT,  not  only  soOware  business  rules  anymore…  
    • 12. …and  a  “new”  (HAH!)  power  rise  in  business:  Customers…  
    • 13. …where  product  visionaires  diverge,  but  converge  for  them…  
    • 14. 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  wasn’t  fair!  There  were  some  other  relevant   versions  like  98,  Millenium…  (ops,  let’s  move  on)…  
    • 15. …other  products  appear  and  evolve  SO  MUCH  in  a  few  years…  
    • 16. But  s&ll,  there  are  companies  that  decide  not  for  customers  success…  
    • 17. …because  their  success  is  measured  just  by  increase  revenue  and  reduce  costs…  
    • 18. …whatever  maybe  the  consequences  or  organisa&onal  damage  in  mid-­‐long  term  
    • 19. So,  there  comes  the  pressure,  employees  turnover,  lack  of  innova&on,  quality,  “reengineering”…  
    • 20. Sure  SOME  people  earn  a  LOT  OF  MONEY,  but  the  The  Crowd  won’t  be  naive  forever  
    • 21. Why  do  they  thrive  so  f*  well??  
    • 22. h8p://www.deltahumano.com.br/  
    • 23. 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?  
    • 24. OK,  we  are  trying  to  be  ra&onal,  what  are  the  relevant  constraints  about  the  ques&on:  Company  Profit  to  Customer  Success  or   Customer  Success     to  Company  Profit?  
    • 25. Henrique  Soejima  h8p://about.me/soejima  Delta  Humano  Conheçam  meu  blog!  h8p://www.deltahumano.com.br  

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