Satisfaction Skepticism

Do you really believe Microsoft can objectively monitor customer satisfaction and, better yet, partner performance ["Seeking Satisfaction," September 2007]? Taking the example of Dynamics AX: Deploying this software almost always requires a VAR and affects many divisions, sites, plants, people and operations.

Who is one of the largest enterprise-level VARs in the Dynamics channel? Avanade! Who owns part of Avanade? Microsoft! How does Microsoft police itself? If Microsoft is really serious about customer satisfaction, then it should hire an independent firm like J.D. Powers and make customer-service information available and easily found.

The Microsoft Dynamics internal team has one national customer-relationship manager that I know of. From a customer's perspective, that person is very hard to find and can do very little to compensate companies who lost millions of dollars with the wrong partner.

Let's take this down to the SMS&P level, where the majority of the partners live: If you look at lead distribution-the lifeblood of any partner organization-this responsibility currently rests with the area sales manager. I can't tell you how hard it has been to break the "who-you-know" mentality and get down into the real guts of vertical ability and customer satisfaction, because nobody at the corporate or the field sales level really is listening. At this moment, the priorities are revenue, market share and quota, in that order.

Name withheld by request
A West Coast VAR specializing in Dynamics AX


  • The 2020 Microsoft Product Roadmap

    From the next major update to Windows 10 to the next generations of .NET and PowerShell, here's what's on tap from Microsoft this year.

  • 2020 Microsoft Conference Calendar: For Partners, IT Pros and Developers

    Here's your guide to all the IT training sessions, partner meet-ups and annual Microsoft conferences you won't want to miss. (Now updated with COVID-19-related event changes.)

  • Microsoft Closing Most of Its Retail Stores

    Microsoft on Friday announced a major shift in its retail operations, with plans to close most of its physical Microsoft Store outlets in favor of online sales.

  • Matrix

    Microsoft, Harvard Describe Joint Privacy Initiative

    To facilitate data sharing while still preserving data privacy, Microsoft and Harvard have embarked on a set of open source tool called the "OpenDP Initiative."

RCP Update

Sign up for our newsletter.

Terms and Privacy Policy consent

I agree to this site's Privacy Policy.