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Microsoft has begun testing new methods to move some Dynamics 365 Business Central sales from its own web properties to partners. In a new post on LinkedIn, Microsoft Business Applications SMB VP Mike Morton wrote that the new approach has a purpose “Improve the experience of customers coming to Microsoft properties… and better turn them into partners.”
Morton sent this message to his LinkedIn followers Twitter And a more detailed LinkedIn post the other day by Microsoft MVP James Crowther. Crowther, who is the CEO of Technology Management Limited, a partner company in the UK BamBum Cloud, another Microsoft partner, has noticed a new and unique space on Microsoft web properties for visitors requesting a Business Central test. After testing different behavior patterns on Microsoft’s website by answering visitors’ questions, Crowther wrote in the post that he “answers questions that indicate you don’t want the extended license (ie manufacturing or service) and below 11 users to a page that only recommends BamBam’s service packs.”
In his response, Morton explained that the trial was limited in scope, both geographically (US and UK) and involving only one partner. wrote:
To enable rapid iteration, we chose to start the pilot with one partner, where we will learn about the ‘stages of the fungus’. This will reduce the cost of delivery to customers [sic] Surveys, opt-ins, experience lists, etc… If the pilot is successful, our aim is to expand across partners and geographies. inclusive and not limited to any partner (or small set of partners).
Microsoft has warned some UK partners of its plans to offer partners a “fully digitally-led experience that includes not only the ability to purchase licenses and service packages online, but also self-service to go live within 14 days,” Crowther reported.
He also mentioned the details of Microsoft’s web experience, which concerned him more than the support of one of its competitors. Originally, the BamBum Cloud recommendation came from Microsoft in their own Business Central product marketing site, which gave it a more authentic feel of support.
Crowther expressed concern about why Microsoft could not match what it knows about its Business Central partners to inbound leads based on industry, country and company size. wrote:
Doesn’t Microsoft understand which partners are targeting which prospects? Wow, that’s one business partner thing we’ve all spent a lot of time on, right? Does Application Source provide service to anyone?
And perhaps the most troubling issue with Crowther is not Microsoft’s failure to advise existing on-premises NAV and BC customers to work with their old partner, but to immediately recommend a new one. He wrote (emphasis in bold):
This means that Microsoft is moving existing Dynamics customers, while still paying customers to move to the cloud without giving them any chance with another partner. Behavior that destroys integrity cannot be justified. To me it’s crossing a red line.
In December, Microsoft named company veteran Cecilia Flombaum to the newly created strategic position of senior director of scale development in the engineering group. In an interview, she told MSW that developing new methods to accelerate the path of customers to the cloud is a key goal at Pre-Business Central, but she also noted that the goal is to retain customers with their partners. example –
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