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Company	
  Profit	
  to	
  
                    Customer	
  Success	
  or	
  

 Customer	
  Success	
  	
  
to	
  Company	
  Profit?	
  

Why	
  does	
  your	
  company	
  have	
  a	
  CORE	
  business?	
  
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…	
  


               .   	
   .	
   .	
   .	
   .	
   .	
   .	
  
              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)…	
  
…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:	
  


Company	
  Profit	
  to	
  
Customer	
  Success	
  or	
  

                               Customer	
  Success	
  	
  
                              to	
  Company	
  Profit?	
  
Henrique	
  Soejima	
  
h8p://about.me/soejima	
  




Delta	
  Humano	
  
Conheçam	
  meu	
  blog!	
  
h8p://www.deltahumano.com.br	
  

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Customer Success Profit vs Company Financial Success Profit

  • 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.
  • 11. That’s  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  wasn’t  fair!  There  were  some  other  relevant   versions  like  98,  Millenium…  (ops,  let’s  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-­‐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  won’t  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  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?  
  • 25. 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?  
  • 26. Henrique  Soejima   h8p://about.me/soejima   Delta  Humano   Conheçam  meu  blog!   h8p://www.deltahumano.com.br  

Editor's Notes

  1. Ecomeçamos a esmiuçarvelhasregras de negóciotb
  2. Ecomeçamos a esmiuçarvelhasregras de negóciotb