What more could Microsoft ask for? It has market share, cash reserves and brand recognition that most competitors could only dream of. But one prize still eludes the Redmond software giant: better customer-satisfaction ratings. To tighten its bonds with users, Microsoft is spinning new tools and initiatives designed to foster a sense of community among Windows-based IT professionals.
Microsoft has already molded its developer community around initiatives such as the Microsoft Developer Network (MSDN), TechNet and the like. Now, the company is setting its sights on developing a sense of community among users, and especially among the powerful "IT professional" category. Microsoft isn"t doing this on a whim. According to extensive internal studies, a robust and responsive community is the No. 1 satisfaction driver among IT pros. There"s a direct correlation: By improving community outreach, Microsoft can improve customer satisfaction in one fell swoop, Microsoft has found through its own research.