> Most of Google's problems in B2B reflect that the organization has little concept of customer service, in the sense of serving customers. It's not the technology.
This, exactly. Google is fantastic at research, great at development. It's terrible at product. Or, specifically, all the bits of product that aren't R&D. MapReduce, Tensorflow and Kubernetes are all examples of technical successes that Google has spawned. None is a product. You can't buy them, buy support, or, you know, actually talk to someone if something goes wrong.
That's why Google cloud has failed so far. It's not the tech; big G can go toe to toe with Amazon and MS on that. It's that enterprises want contracts and support and relationship managers and all that stuff. That just doesn't seem to be in Google's DNA. Unless they can adress that, they're not going to win with big org customers.
They might win the startups - where the customers are themselves techies who are OK with self supporting, looking up Stackoverflow, asking ChatGPT, etc. But unless they can address the people angle, I don't see Vertex gaining meaningful traction against Amazon or OpenAI/MS.
Make no mistake, Google has a legion of Account Managers, Customer Engineers, TAMs – you
name it – working with large enterprises in most/all major cities... Thomas Kurian's Google Cloud absolutely has sales and contracts in their DNA.
This, exactly. Google is fantastic at research, great at development. It's terrible at product. Or, specifically, all the bits of product that aren't R&D. MapReduce, Tensorflow and Kubernetes are all examples of technical successes that Google has spawned. None is a product. You can't buy them, buy support, or, you know, actually talk to someone if something goes wrong.
That's why Google cloud has failed so far. It's not the tech; big G can go toe to toe with Amazon and MS on that. It's that enterprises want contracts and support and relationship managers and all that stuff. That just doesn't seem to be in Google's DNA. Unless they can adress that, they're not going to win with big org customers.
They might win the startups - where the customers are themselves techies who are OK with self supporting, looking up Stackoverflow, asking ChatGPT, etc. But unless they can address the people angle, I don't see Vertex gaining meaningful traction against Amazon or OpenAI/MS.