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Open Letter to Satya Nadella: What should Microsoft's Strategy Be?
- 1. What should Microsoft’s Strategy be? An Open Letter to Satya Nadella, Microsoft’s new CEO from Patty Seybold February 14, 2014 Patricia B. Seybold www.customers.com Patricia Seybold Group Trusted Advisors to Customer-Centric Executives 1 www.customers.com
- 2. Satya Nadella, CEO, Microsoft Patricia Seybold Group Trusted Advisors to Customer-Centric Executives 2 www.customers.com
- 3. Dear Satya, It’s not focused enough to say your strategy is mobile + cloud. Microsoft should empower development of multi-OS mobile apps. These apps should interact with one another and with customer-critical applications hosted by enterprises of all sizes in secure, private, locally-hosted Microsoft-supplied Customer Clouds. Your sweet spot should be low bandwidth-intensive, feature phone apps that will empower people in third-world countries and in rural areas. Most people in the world are not wealthy. Most of us don’t want to live and work in big cities. You’ve lost your way in the enterprise, but it may not be too late if you can address CIOs’ biggest showstoppers: BYOD chaos, security of customer data, migration to the cloud, and rapid, agile, application development. Respectfully, Patty Seybold Patricia Seybold Group Trusted Advisors to Customer-Centric Executives 3 www.customers.com
- 4. Patricia Seybold Group Trusted Advisors to Customer-Centric Executives
- 5. Brand A Customer Cloud USA Brand A Customer Cloud Australia Brand A Customer Cloud UK Brand A Customer Cloud South Korea “Enterprise A” “Enterprise A” Private Cloud Private Cloud Patricia Seybold Group Trusted Advisors to Customer-Centric Executives Brand A Customer Cloud Brazil
- 6. Customer Clouds let customers manage their stuff Patricia Seybold Group Trusted Advisors to Customer-Centric Executives 6 www.customers.com © 2013-2014 Patricia Seybold Group, Inc.
- 7. Patricia Seybold Group Trusted Advisors to Customer-Centric Executives
- 8. Additional Reading: Customer Clouds and Cloud Computing: Cloud Computing in 2015: End-Customers’ Priorities Will Drive Companies’ Customer Cloud Implementations , by Patricia B. Seybold, Customers.com Press, December 13, 2013, http://dx.doi.org/10.1571/ta12-13-13cc What’s Happening in IT and What’s on Our Radar? Observations and Trends from Patty’s Pioneers’ Spring Meeting , by Patricia B. Seybold, Customers.com Press, May 24, 2012, http://dx.doi.org/10.1571/psgp05-24-12cc What's Your Customer Cloud Strategy? Twelve Customer Requirements to Include as Your Firm Migrates to Cloud Comput , by Patricia B. Seybold, Customers.com Press, February 9, 2012, http://dx.doi.org/10.1571/ht02-09-12cc Why Apple's iCloud Service Will Be Successful: iCloud Service Provides Much-Needed Seamless Synchronization of Digital , by Patricia B. Seybold, Customers.com Press, June 30, 2011, http://dx.doi.org/10.1571/psgp06-30-11cc Living and Working in “the Cloud”: How Digital Services Are Reshaping Our Lives, by Patricia B. Seybold, Customers.com Press, June 2, 2011, http://dx.doi.org/10.1571/bp06-02-11cc Five Reasons to Put Your Business in the Cloud: How SaaS Is Changing Ecommerce and the Software Industry, and What , by Susan Aldrich, Customers.com Press, April 14, 2011, http://dx.doi.org/10.1571/psgp04-14-11cc 2011 in Cloud Computing: The Empire Strikes Back! Patty's Pioneers' Predictions for 2011, by Patrick K. Kerpan, Customers.com Press, January 6, 2011, http://dx.doi.org/10.1571/psgp01-08-11cc Patricia Seybold Group Trusted Advisors to Customer-Centric Executives 8 www.customers.com
- 9. Additional Reading: Mobile Development: Why Alaska Airlines Considers Mobile Development a Core Competency: Speed Up Improvements in Customer Experience , by Patricia B. Seybold, Customers.com Press, February 21, 2013, http://dx.doi.org/10.1571/cs02-21-13cc Shopping Smarter with Mobile Devices Changes the Face of Holiday Shopping: Mobile Makes Its Mark on Thanksgiving, Bla , by Patricia B. Seybold, Customers.com Press, November 29, 2012, http://dx.doi.org/10.1571/psgp11-29-12cc The Mobile E-Wallet Customer Ecosystem: What Types of Players Need to Partner and What Do They Need to Do to Gain by Patricia B. Seybold, Customers.com Press, September 14, 2012, http://dx.doi.org/10.1571/vs09-14-12cc Nature's Scitable: Going Mobile: Why Scitable Chose a Mobile Web Strategy Over a Mobile App Strategy for Its First Mobile , by Patricia B. Seybold, Customers.com Press, March 31, 2011, http://dx.doi.org/10.1571/cs03-31-11cc Designing/Refining Your Mobile Strategy: Fourteen Approaches to Consider as You Reach Out to Customers Using Mobile Devices, by Patricia B. Seybold, Customers.com Press, December 23, 2010, http://dx.doi.org/10.1571/psgp12-23-10cc Patricia Seybold Group Trusted Advisors to Customer-Centric Executives 9 www.customers.com
- 10. Additional Reading: Mobile Development: Why Alaska Airlines Considers Mobile Development a Core Competency: Speed Up Improvements in Customer Experience , by Patricia B. Seybold, Customers.com Press, February 21, 2013, http://dx.doi.org/10.1571/cs02-21-13cc Shopping Smarter with Mobile Devices Changes the Face of Holiday Shopping: Mobile Makes Its Mark on Thanksgiving, Bla , by Patricia B. Seybold, Customers.com Press, November 29, 2012, http://dx.doi.org/10.1571/psgp11-29-12cc The Mobile E-Wallet Customer Ecosystem: What Types of Players Need to Partner and What Do They Need to Do to Gain by Patricia B. Seybold, Customers.com Press, September 14, 2012, http://dx.doi.org/10.1571/vs09-14-12cc Nature's Scitable: Going Mobile: Why Scitable Chose a Mobile Web Strategy Over a Mobile App Strategy for Its First Mobile , by Patricia B. Seybold, Customers.com Press, March 31, 2011, http://dx.doi.org/10.1571/cs03-31-11cc Designing/Refining Your Mobile Strategy: Fourteen Approaches to Consider as You Reach Out to Customers Using Mobile Devices, by Patricia B. Seybold, Customers.com Press, December 23, 2010, http://dx.doi.org/10.1571/psgp12-23-10cc Patricia Seybold Group Trusted Advisors to Customer-Centric Executives 9 www.customers.com
Editor's Notes
- Title: Microsoft Needs to Provide a Cross-Platform Mobile App Development Platform Caption: Microsoft’s current development tools are very popular. But they don’t yet enable the development of mobile apps that will run on multiple brands of mobile phones, each with a different operating system.
- Title: Secure Private Clouds Will Be Distributed into Different Jurisdictions as they become Customer Clouds Caption: Phase 1: Large enterprises start by virtualizing their data centers to create a private cloud. Phase 2: Mobile customers need 24x7 access to their data in the cloud, and they don’t want their information to cross borders. This drives the need for secure customer clouds distributed around the world.
- Customer Clouds are used to “Manage My/Our Stuff.” Consumers and business customers are already using cloud-computing infrastructure to store and retrieve their digital libraries of music, photos, reading material, and other digital assets they want to be able to access from any device at any time or place. Note that many of these assets may be customer-created: the customer’s own photos, music they have composed or mixed, articles they have written. If a customer purchases a product from you, and/or uses a service you provide to manage any of their assets, they’ll expect you to provide a customer cloud for them to manage their stuff.
- Title: Rapid Agile development of Customer-Impacting Applications, Services, and Mobile Apps Caption: Combine agile development methods, including daily stand-up SCRUM meetings (top-left) with architectural approaches that enable cross-platform mobile app development and customer information, applications and services hosted in secure customer clouds. Customers’ information is always synchronized and always up-to-date. Customer-impacting functionality is delivered and iterated quickly.