Microsoft overhaul aims for customer satisfaction

Gold Certified Partners will now have to participate in competency-based scheme

Clare Barclay: Microsoft wants to take partners forward

Microsoft Gold Certified Partners will have to participate in a Customer Satisfaction Index to enrol or re-enrol in the 2010 partner programme, as the software giant moves to a competency-based model.

Announced last week at its Worldwide Partner Conference 2009, the new Microsoft Partner Network comprises Subscribe, Competency and Advanced Competency status.

Clare Barclay, director of partner strategy and programmes at Microsoft UK, said that starting from October, partners wanting to join or re-enrol in Microsoft’s programme will have to survey their customers and give mandatory feedback.

She said: “The market conditions have provided opportunities as well as challenges for partners. Partners are part of our DNA and we wanted to take them forward.

“The new programme is customer-oriented to generate demand and so that partners can differentiate themselves in the market.

Barclay added: “The transition of programmes will be complete by October 2010. Partners will become specialised within the Microsoft Partner Programme; for example, as a Business Intelligence Partner or an SME Business Partner.”

She added that more requirements will be added as the programme is rolled out.
The Microsoft Partner Network encompasses all of Microsoft’s 640,000 partners worldwide.

Greg Carlow, managing director of Microsoft VAR Repton, said the competencies are a double-edged sword.

“Microsoft has an exploding range of products, which is good, but it is difficult for the partner to keep up and it means that VARs have to carry more levels of technical capability,” he said. “This can get complicated for the customer and we end up with too many skilled engineers that are not needed.”

Barclay said Microsoft continues to invest in partner training. The re-launched Partner Learning Centre now includes specialised learning paths and Microsoft’s software-plus-services strategy includes more partner tools for sales.