Love your customers

Centigonal 3 hours ago | parent | next [-]

Love you Bryan, but:

> Companies that have disdain for their own customers will be reviled in return. Such companies may be able to thrive in the short term, but they do not endure in the limit.

Oracle has endured nearly 50 years. Sun did not endure.

I don't want to live in a world where one of the most successful and widespread corporate strategies is also disturbingly un-humanistic, but we're never going to find a better way unless our mental models for how customer relationships map to business success actually align with reality.

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bcantrill 2 hours ago | parent | next [-]

Appreciate the love, but I think you are drawing the wrong conclusion here: Sun failed to endure not because it loved its customers, but to the contrary because it lost track of them: the company was disinterested in the mechanics of running a business.[0]

As for Oracle and its putative endurance, I would liken it to the Berlin Wall: despite the seeming permanence, it is in fact an artifact that history will be eager to forget when given the opportunity.

[0] https://news.ycombinator.com/item?id=2287033

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baxtr 3 hours ago | parent | prev | next [-]

No love for customers will compensate for a missing strategic moat. Sun placed its hopes on vertically integrated hardware + proprietary OS. Oracle bet on software, that once installed, had extremely high switching costs (similar to SAP). Strategy >> Love.

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mustache_kimono 3 hours ago | parent | prev | next [-]

The next sentence is more defensible:

>> Certainly, these companies not endure as innovators: when coercion is your business model, innovation is not merely unnecessary but actively antithetical.

Oracle and VMware do seem like just rent seekers. I'm sure those rents do pay for plenty of nice things, but it's really hard for me to ever understand Oracle or VMware as an "innovator", beyond their initial innovations (their flagship DB, x86 virtualization).

> Oracle has endured nearly 50 years. Sun did not endure.

IMHO it's perfectly fine for companies to live well, and then be sold. AFAIAC persistence is only proof of persistence. Sun created plenty of wealth/millionaires too. And, by Bryan's lights, it did so mostly ethically. That's a good life.

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Centigonal 3 hours ago | parent [-]

I think that companies like Oracle and Broadcom begin to resemble specialized private equity firms: they acquire innovative companies that have scaled to a level that they're familiar with. The acquirer then enforces "business discipline" and unlocks efficiencies (mainly this means leveraging the acquirer's existing connections with their customer base to cross-sell licenses, raising prices to the highest possible level their customers can sustain, and laying off/transferring redundant positions or positions not directly tied to revenue generation). This lasts 3-10 years until the market develops a lower-cost enterprise-ready alternative that starts to erode the captive customer base, but in that time these companies have collected enough rents to acquire another set of smaller companies and repeat the process.

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mustache_kimono 3 hours ago | parent [-]

> I think that companies like Oracle, SAP, and Broadcom begin to resemble specialized private equity firms

This is an entirely fair/accurate. I suppose what I am getting at is that these are just 2 different business models, and, the world can sustain a multitude of business models. There need not be only one (har har).

It's also fair to believe there is a moral dimension to one's own model which doesn't extract maximum value from the customer. Because IMHO "let's kick them in the dicks again" isn't an especially likable model, even if it is successful, and it's fair to avoid doing business with such people.

Imagine trying to sell your partners on doing business with Broadcom. If your core principle is "Broadcom needs to be around in 10 years", maybe the persistence/"kick them in the dicks" model is appealing, but otherwise, its fair for their competitors/Oxide to point out how awful dealing with a corporate sociopath might be.

	▲	Centigonal 2 hours ago \| parent [-]
		Yeah, I agree with all of that. Extractive behemoths like Oracle couldn't exist without innovators like Oxide (well, not exactly Oxide since I doubt they'd sell to an Oracle, but you know what I mean). There are plenty of customers that jump into deals with e.g. Oracle for a variety of reasons, and it's definitely worthwhile to spread the news far and wide about how difficult it is to work with these companies, doubly so if you're ideologically and economically competing with them. I guess my point is that it's worthwhile to spend time understanding why this business model works in spite of all the shittiness, since the "hoping their poor treatment of customers will blow back on them" approach hasn't worked yet. I'm also fixating on the bad here, because I look at "both kind and nasty business models can succeed" and reflexively respond with "but why do the nasty ones succeed?"

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themafia an hour ago | parent | prev [-]

> Oracle has endured nearly 50 years.

CIA contractors be like that sometimes.

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throwmeaway-x1 28 minutes ago | parent | prev | next [-]

I work in infrastructure at one of the players in the lawsuits, I won't mention which one. Make no mistake, we are moving out of broadcom. We're not crawling back. There is enough technical skills to maneuver large infrastructure projects and cloud engineering. Our exit strategy began over a year and half ago. In hindsight it should have begun 8 years earlier after similar pricing issues with Wiley Introscope (which broadcom also acquired). But better late than never.

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eduction 8 hours ago | parent | prev | next [-]

I admire Bryan and Oxide but outing your former coworker’s private conversation with you because they said something you didn’t like on email is, to use Bryan’s terminology, “gross.”

How many former Sun folks are in senior engineering management at Broadcom? Might as well have just posted the person’s name.

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neilv 24 minutes ago | parent | next [-]

That's a tricky one for public writing discretion. The Sun and Broadcom connections add to the point. Something a person with that background said was surprising. And the exact wording in one of the quotes was relevant.

I don't know whether I would've identified the person. As a principal-ish engineer and early startup person, who interacts with teams and all up and down the org charts of companies, it's important that people trust me. One part of that is to show discretion when entrusted with information. It's nuanced.

I have some WTF quotes and situations from recent interviews that I've decided not to share. The most recent one I did share was relatively mild, and I decided to paraphrase what the out-of-line person said, and be reasonably confident the person couldn't be identified. The incubator mentioned is harder to obscure, and is relevant to some people, so I tried to find a reasonable balance, but they should know who they are and be able to take some criticism, so I didn't worry much about it. https://news.ycombinator.com/item?id=46415495

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bcantrill 2 hours ago | parent | prev | next [-]

The name is beside the point -- and their character outs them anyway. To be clear, this was a conversation I didn't initiate (they came into my DMs, going off half-cocked about several technical aspects of Oxide that they did not understand), and they made no effort to hide their disposition. We probably disagree on this, but I don't believe that there's a basis for an assumption of privacy here (I'm not your priest, rabbi, lawyer, spouse, etc.) -- and anyone who knows me would know that I'm not the person to be confessing these kinds of sins to anyway.

	▲	orochimaaru 13 minutes ago \| parent [-]
		If you have a field engineering org that can move these players off of VMWare into Oxide (the software and monitoring, etc.), you could be looking at easy picking of VMWare customers.

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thundergolfer 6 hours ago | parent | prev [-]

I dunno, a few hundred folks?

	▲	margalabargala 2 hours ago \| parent [-]
		I would be shocked if the number of former Sun people who then worked at VMware and now are in senior engineering management at Broadcom was as high as five.

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Herring 9 hours ago | parent | prev | next [-]

I like the sentiment, I really do, but enshittification is a civilization-wide problem. It’s not solved by asking corporations to be nicer.

	▲	themafia an hour ago \| parent [-]
		Enshittification is recognizing the symptom and not the disease. If the market functioned I could just not do business with these companies or buy their products. Since many sectors of the US economy are nearly fully monopolized I don't have this choice. So the "enshittification" continues.

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vintagevibe 14 hours ago | parent | prev | next [-]

Odd framing for the opposite of “holding customers hostage” - I don’t think people want or need to be loved by their enterprise software.

	▲	BSDobelix 11 hours ago \| parent \| next [-]
		> I don’t think people want or need to be loved by their enterprise software. I absolutely want a good partnership with the people who make my enterprise software. If I end up loving one of them, even better. However, paying Oracle, for example, and constantly fearing being sued sounds more like domestic violence, a bit like #WhyIStayed
	▲	joa- 11 hours ago \| parent \| prev [-]
		I don't think they are looking to date eachother. I think rather what they mean is: When 2 enterprises love eachother very much,they don't sue eachother, they don't lie and tell customers they are the only one having this problem and most importantly,they stay together in a partnership and maybe work together to improve the product. Valuable advice I once received was: sales is about trust, and this kind of breaks that. I think that the sane customer would explore option to migrate their services to other things.

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adeeb39 8 hours ago | parent | prev [-]

Nice