Company	  Profit	  to	                      Customer	  Success	  or	   Customer	  Success	  	  to	  Company	  Profit?	  Why	...
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…	  
INSANE	  New	  Rule	  is	  rising…	  …AND	  an	  
…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…	                 .   	   .	   .	   .	   .	   .	   .	     ...
…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	  pro...
OK,	  we	  are	  trying	  to	  be	  ra&onal,	  what	  are	  the	  relevant	  constraints	  about	  the	  ques&on:	  Compan...
Henrique	  Soejima	  h8p://about.me/soejima	  Delta	  Humano	  Conheçam	  meu	  blog!	  h8p://www.deltahumano.com.br	  
Customer Success Profit vs Company Financial Success Profit
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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!

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  • Ecomeçamos a esmiuçarvelhasregras de negóciotb
  • Ecomeçamos a esmiuçarvelhasregras de negóciotb
  • Customer Success Profit vs Company Financial Success Profit

    1. 1. Company  Profit  to   Customer  Success  or   Customer  Success    to  Company  Profit?  Why  does  your  company  have  a  CORE  business?  
    2. 2. This  is  not  a  fairy  tale…  
    3. 3. Tradi&onal  &  Powerful  Organisa&ons  are  cu5ng  costs  for  be8er  results…  
    4. 4. …R&D  efforts  in  that  scenario  have  being  under  thro8le  by  Management…  
    5. 5. …that  deal  with  The  Crowd  as  the  funniest  thing  in  the  world…  
    6. 6. But  The  Crowd  is  resis&ng  bravely  through  The  Open  Force…  (ooops)  Source…  
    7. 7. …  and  it  seems  they  already  started  to  thrive  in  someway…  
    8. 8. INSANE  New  Rule  is  rising…  …AND  an  
    9. 9. …turning   the  world  status  quo   upside   down  
    10. 10. That’s  because  we  started  to  hack  old  business  rules  too…  
    11. 11. …IN  FACT,  not  only  soOware  business  rules  anymore…  
    12. 12. …and  a  “new”  (HAH!)  power  rise  in  business:  Customers…  
    13. 13. …where  product  visionaires  diverge,  but  converge  for  them…  
    14. 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. 15. …other  products  appear  and  evolve  SO  MUCH  in  a  few  years…  
    16. 16. But  s&ll,  there  are  companies  that  decide  not  for  customers  success…  
    17. 17. …because  their  success  is  measured  just  by  increase  revenue  and  reduce  costs…  
    18. 18. …whatever  maybe  the  consequences  or  organisa&onal  damage  in  mid-­‐long  term  
    19. 19. So,  there  comes  the  pressure,  employees  turnover,  lack  of  innova&on,  quality,  “reengineering”…  
    20. 20. Sure  SOME  people  earn  a  LOT  OF  MONEY,  but  the  The  Crowd  won’t  be  naive  forever  
    21. 21. Why  do  they  thrive  so  f*  well??  
    22. 22. h8p://www.deltahumano.com.br/  
    23. 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. 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. 25. Henrique  Soejima  h8p://about.me/soejima  Delta  Humano  Conheçam  meu  blog!  h8p://www.deltahumano.com.br  
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