Charlie Kindel offers his answer to Horace Dediu’s question:
It only focuses on one customer: The Consumer.
In my experience, the behaviors and culture of an organization (large or small) that focuses on the Consumer as a customer is diametrically incompatible with the behaviors and culture of an organization that focuses on Business as a customer.
The idea being that Microsoft’s interests are split between consumers and business, while Google’s interest are split between consumers and advertisers.