Microsoft Should Focus on Innovation

Recent MS Survey Wants to Ask Users How it can Improve Customer Support…

Sorry… I’m not trying to make a mountain out of a molehill, but I really just can’t let this go.

I recently agreed to take a Microsoft survey on TechNET satisfaction. I’m a TechNET Pro subscriber and have been for about three years. It’s a great value, especially if you use MS software and have more than a couple PC’s to install it on.

One of the questions near the end of the survey asked – “To provide a better Customer Support experience, who could Microsoft best learn from, and why?”

My answer is below; but the point is not the first part of the first sentence – “Apple; but MS’ problems aren’t customer support, its relevance in the industry. Surface is a good start, but its WAY overpriced. MS should have taken the financial hit and priced Surface RT & Pro tablets for volume, not margin.”

The question came near the end of the survey; but it really didn’t sit well with me. I give MS high marks for being concerned about customer support; but they have bigger fish to fry than that. They need to figure out how to get back in the game.

Their Surface RT and Surface Pro tablets are significantly over priced. Similar partner products are not going to undercut the base level prices MS has set for both tablets at $499 and $899 respectively; and regardless of how awesome they may or may not be, this is a problem. MS Surface tablets should be priced to compete with 3rd party Android tablets – the Kindle Fires, the Galaxy Tabs/Notes which are low to high end respectively. Surface tablets should top out at $499-$599. Not start there.

Microsoft’s approach is to compete directly with Apple in both feature and price sets. They can’t afford to do that. Not at this late date, not with their late to market products in a market place that’s saturated with better established, competitors with more mature products. They need to come in low priced and fight the volume/low margin battle before stepping it up a notch. By pricing things where they are, I’m afraid that Microsoft has priced themselves right out of the market, and possibly, right out of business.

Windows 8 is likely the company’s last big (relevant) hurrah if it doesn’t take. While many enterprise customers will likely stick with Windows XP and Widnows 7 for a number of years to come, once support for both finally sunsets, moving business users to Windows 8 may be problematic.

In my opinion, the best thing that MS can do is push Windows 8 with all of the tools they have. This includes both Surface RT and Surface Pro tablets, and having them available at a much more attractive price point could have been huge for them. They chose to hit their margin targets on individual units rather than via volume.

It was a choice to make. I think it’s the wrong choice, but honestly, only time will really tell there. We’ll have to wait and see.

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What’s hot in the second edition of the iPad 2

The new iPad 2 has arrived and “redefines the category Apple created less than two years ago, delivering the most amazing experience people have ever had with technology,” said Philip Schiller, Apple’s senior vice president of Worldwide Marketing. Let’s take a look at the most important improvements.

First of all, there is a gorgeous high-resolution (2048 x 1536) Retina Display which  makes web pages, text, images and video look incredibly sharp and realistic and with 44 percent increased saturation, the colors are unbelievably richer, deeper and more vivid.

Second, the new iPad has a new A5 chip (A5x) with quad-core graphics which makes the iPad faster and more responsive to enjoy the benefits of the stunning new full 1080p HD-resolution.

The camera has been also improved (5MP) and it can now record full HD video and take better picture in low-light conditions. There is also a new video image stabilization feature which  removes the bumps and shakes typically seen when filming with a hand-held device.

iPad Wi-Fi + 4G has built-in next generation 4G LTE  for fast networks worldwide including HSPA+ and DC-HSDPA, and now both CDMA and GSM iPad users have the ability to easily roam internationally.

About battery life,  Apple announced that the new iPad will have 10 hours of battery life, same for the iPad2, and 9 hours when being used on AT&T’s or Verizon’s 4G LTE networks.

Pricing

The new iPad Wi-Fi models will be available in black or white on Friday, March 16 for a suggested retail price of $499 (US) for the 16 GB model, $599 (US) for the 32 GB model and $699 (US) for the 64 GB model.

iPad Wi-Fi + 4G for either AT&T or Verizon will be available for a suggested retail price of $629 (US) for the 16 GB model, $729 (US) for the 32 GB model and $829 (US) for the 64 GB model.

One more thing, the first edition iPad 2 is now offered at a more affordable price of $399 (US) for the 16 GB Wi-Fi model and just $529 (US) for the 16 GB Wi-Fi + 3G model.

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