Microsoft has been warned that it faces an uphill struggle in gaining ground in the small business software market if it does not focus on customer services, a rival warned today.
Following Microsoft's launch of Office Accounting in the UK yesterday, rival software provider MYOB said that while the move would expand the market as penetration was not high, the US software giantwould have to focus on customer service to displace existing customer bases.
'Small business owners want a partner that will support them and help them to grow their business, not just sell them software,' said Wayne Schmidt, managing director at MYOB.
'My experience is you need to be offering a complete support and service solution, not simply product. Having a deep relationship with accounting practices is also critical to the success.'
As part of its offering following the long awaited launch, Microsoft will launch a UK accountants' network and has taken an aggressive stance on its pricing; offering the product for free in certain circumstances.
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