BLOG UPDATED 7:44 P.M. EST (DEC. 18) TO REFLECT REQUESTED CLARIFICATIONS BY MICROSOFT

Just spoke with Julie Bennani, general manager of the Microsoft Partner Network, for the company’s Worldwide Partner Group about changes the developer is making to its customer satisfaction research process and how it relates to attaining a Gold partner designation.

For starters, customer satisfaction surveys are now a mandatory part of becoming a Microsoft Gold partner.

The changes are part of the company’s evolution of the current program into the Microsoft Partner Network.

Surveys can be sent under a number of different auspices. For example, they could be sent out jointly (identified as a project being conducted by Microsoft AND Specific Partner) or they could be sent out just branded with the Specific Partner’s name. A third-party research company will monitor which businesses and organizations are being surveyed on behalf of partners, so that they don’t get survey-weary.

Another change is that surveys are more random in the past. There is no “minimum” level of satisfaction that is required in terms of customer satisfaction ONLY that the partner complete 10 surveys for EACH area where they hold to receive a Microsoft Gold designation. So, they need 10 surveys for Security, 10 surveys for Unified Communications and so on. A particular business could be surveyed about more than one different area.

Bennani says the idea behind keeping the surveys more random is that the partner and Microsoft will receive a truer reading of customer satisfaction across a given partner’s customer base. When a partner is responsible for meeting a certain customer satisfaction level, they might be tempted to game the results a little bit by providing the research firm with a list of their “best” customers. Now, the only real requirement is that the customers are ACTIVE: That they have worked with the Microsoft partner in the 12 months prior to a given survey date.

Partners that submit to this process will receive their scores, specific comments and an analysis of how they perform against similar partners. They can also add their own custom questions. What’s more, if they are really ambitious, partners can actually run surveys on a quarterly basis to keep better tabs on how they are doing.

On the face of it, I like the idea of making customer satisfaction process part of how high a tier a partner can attain in a vendor’s channel program. Although I personally think more attention should be paid to how a partner actually does, I guess that will sort of take care of itself. I mean, how willing would YOU be to fill out a survey if someone had done a really bad job. Maybe there become degrees of Gold-ness, with Gold partners holding a higher customer satisfaction score entitled to more field benefits or more attention from partner account managers.

I also like the fact that satisfaction is being more ingrained into the partner consciousness AND that the survey process forces ongoing activity. Satisfaction is more likely to reflect a long-term relationship, rather than a one-off tactical success story.

Now that customer satisfaction surveys as a partner measurement tool have been in place for roughly seven or eight years now across the channel (not just at Microsoft), I’m betting we’ll see some more adjustments in the year to come from other vendors.

Chances are, at least some of the people who read this blog work for what could be classified as “emerging” technology vendors. If so AND you are going to the 2010 Consumer Electronics Show in January, you could be eligible for their contest to locate “the most innovative technology product for 2010.”

The Global CES Innovative Technology Contest is being sponsored by Global Marketing Partners, which is essentially what you would call a channel matchmaker: It helps new vendors find the appropriate distribution partners for their products AND it helps VARs and solution providers find new products that might fit their solution portfolios. The prize is $20,000-worth of channel marketing to support your channel launch AND guaranteed distribution placement.

Entries for the contest are being accepted up until Dec. 28, 2009. The company plans to feature the 10 finalists during CES on Tuesday, Jan. 5, 2010, at the Startup Debut event. Here’s the link to the contest application. And here’s the link to information about Startup Debut.

Good luck!

Few resellers have the marketing funds to support ongoing customer research, but CDW more than makes up for this with hits regular bi-monthly and annual polls of IT decision makers.

The third year-in-review edition of the CDW IT Monitor shows that budgets are likely to start flowing again in 2010 — but mainly on technology projects that help the entire organization get a better handle on costs. In fact, the CDW research shows that roughly one-half of the survey respondents are focusing on cost management as their company’s top business priority, with improving customer satisfaction next, followed by increasing market share.

The survey included 1,043 IT decision makers who were interview between Sept. 15, 2009, and Sept. 23, 2009.

As far as top IT priorities, here’s the breakdown in descending order:

• Information security (44 percent)
• Energy efficient/”green” IT (29 percent)
• Mobility/mobile devices (29 percent)
• Virtualization (25 percent)
• Remote conferencing (21 percent)
• Social media applications (14 percent)
• Cloud computing (14 percent)
• Web 2.0 (12 percent)

Quietly, perhaps TOO quietly, Taiwanese hardware maker Acer claimed the No. 2 position in the worldwide PC market this week — at least for the third quarter and at least according to research firm iSuppli. Actually, there was earlier news to this effect in October, but this is another validation.

There is one fundamental factor for Acer’s rise, which bears close attention as the economy attempts to pick itself up out of this wretched recession: its success with netbooks.

Even if you have absolutely no interest in buying a netbook for yourself, this form factor is really interesting for two reasons:

1. They allow people who never before could have had their OWN notebook or PC to have access to computing power. Just last night, I was over at a friend’s house. They already own two PCs and are thinking about a netbook for under the Christmas tree so that all three of their kids can be working/playing at once. When I think about the possibilities for education, I get really choked up. And this is just the U.S. market: imagine where these things are having an impact globally.
2. Netbooks and thin clients in general are starting to get the attention of IT solution providers who have long been out of the client hardware business. I had lunch with a serious server VAR in New Jersey just before Thanksgiving. He now views thin clients as a very logical extension to his existing integration business, whereas just a year ago, this wouldn’t have really been a consideration.