Flip camcorder LA Times, Chicago Tribune Blockbuster video rental Countrywide Lehman Bros. Washington Mutual Bear Sterns

Success in the agile age

Sun Microsystems Arthur Anderson Brobeck…Heller Ehrman Japan as economic miracle Hosni Mubarak… Tunisia’s dictator Ben Ali the Soviet Union Microsoft as invincible paper maps landline phones encyclopedias written by experts pensions CDs Yellow pages and address books fax payphones bookstores newspaper classified ads film cameras record labels Oldsmobile, Pontiac US debt as the gold standard RIM’s Blackberry MySpace Yahoo Charlie Sheen Miley, Brittany, Lindsay software sold on CDs in boxes Quicken

Quicken

1993 2010

Apple

1999 2010

Find customer’s likes & dislikes. . .

fears & pains

!"#$%&#%'&$()#*+',& -).&#%'+&#*&,'/0'$#& 1*2$,'"#'&34#%&#%'+&

Savor surprises

Savor surprises. . . from customer immersion

1993 2010

1985

! used “in office”

1991

The alternative to accounting

Share

of retail sales

Success in the agile age