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Zoho Start Integrates Several Applications Under the Same Hood

It’s Web Office Week at Read/WriteWeb, and Richard opens with a historical overview of Web Office developments starting from 2005. Like him, I was an early user of Writely, which later became Google Docs – but soon after Writely there were several other point applications, and by March 2006 I felt I was “losing the race” – too many apps, hard to keep track, my data fragmented in million places. The solution came a few months later:

While one by one most of their applications are comparable to at least another web-based application, I am not aware of any other company offering such a complete suite, with that level of support and the realistic prospect of integrating the applications soon. For me the choice is obvious: Zoho is my Office 2.0 Suite.

Fast-forward a good year, and today we’re seeing the launch of Zoho Start, which brings several Zoho Apps under a single page. (You’d think with the Office 2.0 Conference just a week away they’d reserve announcements for the conference – I suppose this means there is still enough ammunition for next weekWink).

For now Zoho Start includes your text documents (Writer), spreadsheets (Sheet) and presentations (Show). You can organize your information across document types into folders and tag them (mouse over any item and a pull-down arrow appears, with action items including tagging). Of course you can filter to only view spreadsheets or presentations, text documents, or All. Search finds documents independent of type, too, and this will be particularly important as Zoho continues to integrate more applications into the Start page, eventually including Mail, too. The Zoho Apps icon in the upper right corner provides access to other applications, including those not (yet) integrated into Start.

You can switch between list view (above) to box view, which segments your documents into separate boxes based on the application that created them. For appearance I prefer this view, and it works well with relatively few applications and documents.

I do believe that as one’s online document depository grows, lists, boxes, browsing titles become less and less helpful. We’ll create and store information online, and the document format, the application used to record our thoughts becomes less relevant. It’s just digital information findable by using search, clicking on tags, or organizing them into logical folders. I could also see the flow of textual information organized into a wiki, extended by spreadsheet and presentation capabilities.

Zoho Start will continue to be improved. Eventually I envision Mail, Calendar, Task abilities added, and at that point a more dynamic, time and task-focused view might be appropriate, with information “buried” in docs, sheets, presentations..etc “hiding” under the cover yet easy to pull up by search.

(Disclosure: I’m an Advisor to Zoho)

Related posts: Read/WriteWeb, Mashable, CenterNetworks, Wired, Blognation, Between the Lines, Webware, CyberNet News, Zooomr, Insider Chatter, Lifehacker.

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Google & Zoho: Friend or Foe?

When Zoho introduced the offline version of their word processor, Zoho Writer, no commentators (including yours truly) missed the chance to point out the irony that the solution is based on Google Gears, while Google’s own competing Docs do not have this capability yet.

Zoho, which competes head-on with Google Docs & Spreadsheets, managed to launch offline functionality on their product before Google did. The fact that they are using Google software to do this makes the story somewhat ironic. (TechCrunch)

it’s very ironic that Zoho Writer has incorporated off-line features before its competitor, Google Docs, did. And by using Google Gears software developed by Google itself! (Proud Geek)

Donna Bogatin @ Insider Chatter went further:

What IS up with the would be Microsoft Office killer, Google Apps? Chief Googler Eric Schmidt proclaims “Search, Ads and Apps” is the new Google worldwide domination motto, but he is helping competitors Sun StarOffice AND Zoho attempt to steal Microsoft’s thunder, while Google Office remains Microsoft Office killer MIA.

First, Google subsidizes free downloads of Sun’s supposed Microsoft Office replacement via its Google Pack.

Now, Google Gears powers direct Google Apps competitor Zoho in an offline initiative, while Google Apps itself remains firmly in the cloud!

Google is either planning something VERY big for Google Apps, or it is retrenching.

While I have no idea what the plans for Google Apps are – after the StarOffice announcement there was speculation whether the future is syncing to StarOffice or Gears-based offline – they are definitely not retrenching. This is not a matter of “who gets there first”. In fact it’s not even cut-throat competition. Of all the reports, I believe Techdirt got it right:

As we noted when Gears was first announced, Google was clearly interested in advancing the whole area of web-based software, not just in pushing its own apps. Just as Microsoft seems hesitant to give even the slightest endorsement of this model, Google recognizes that it will benefit, regardless of which offerings users choose in the short term.

Exactly. Any time you, me, any user makes a choice between Google Docs or Zoho Writer, Google Spreadsheet or Zoho Sheet, it’s clearly a competitive situation. But in other ways, Google’s and Zoho’s interests are well aligned. I’ve said a number of times before, it’s not about slicing the pie yet, it’s about making sure the pie will be huge . Both Google and Zoho have vested interest in promoting the paradigm shift from PC-based to Web-based computing. Competitors can be friends – it’s not unheard of, just think of arch-rivals Oracle and SAP: cut-throat competitors in the enterprise application market – yet as a database vendor, Oracle is an important SAP partner.

But let’s be clear, I’m not trying to give the impression the Gears-based Zoho development was the result of some grand Google-Zoho master plan. Nothing would be further from the truth. Google Gears is an Open Source project (check out Donna Bogatin’s post for details) , a significant one, and “Mother Google” is not trying to control who uses it for what. Let’s go to the source though: Dion Almaer of the Google Gears team said:

Of course, Google could have held Gears back and released it at the same time as a bunch of offline Google applications, but that isn’t the point. Gears is about making the Web a better place through offline, and we want the Web to be able to benefit.

That is why I am excited to see (Zoho) Writer join the list of developers that use Gears.

In fact Dion called to congratulate the Zoho team, and visited their Pleasanton office to interview Sridhar Vembu, CEO, and Raju Vegesna, Evangelist. Here’s the video:

And if that was not enough media, Raju is going live on the Computer America radio show at 7pm PST tonight. (I hope he won’t sing smile_wink)

(Disclaimer: I’m an Advisor to Zoho, however, the article above is a reflection of my own thinking, not a statement from Zoho.)

Further reading: Zoho Blogs, Insider Chatter

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Now You Can Zoho Offline

As much as I moved online I’m not naive enough to believe I’ll always have 100% broadband availability. Crazy shooters, limited conference availability, or just traveling to less covered areas (and I don’t mean here) – there will be times when we need our documents offline.

Seamless online/offline access has just become easier today, with Zoho introducing offline support for your Writer documents. Ironically, this has been implemented using Google Gears, not yet offered in Google Docs & Spreadsheets. (In all fairness, we don’t really know if a Gears-based offline mode in in the plans for Google docs, there was some speculation that StarOffice becomes an alternative).

In Zoho Writer you just click “Go Offline”, and if you don’t have it yet, first this will trigger the Google Gears download/install process, than, and any time after this it will simply download your Zoho documents to your local PC. Your documents are available at http://writer.zoho.com/offline. See more details on this video:

For now, offline access is read-only, but Zoho is working on providing active editing capabilities in the next few weeks. It’s worth mentioning that Zoho has long offered an alternative, the Zoho MS Office plugin (previous coverage here) .

Commenting is another important feature added in today’s update. Now that there are three recognized leaders – Google, Zoho, ThinkFree – on the online office market, niche players (e.g. Coventi) pop up here and there focusing on a particular area not supported by the “Big Three”. The problem with being a feature-based niche player is that you can never know when the “majors” add your feature-set. Zoho has just done it.

You can easily add a comment, and of course all users the document is shared to can do the same, making up a conversation-thread, indicated by a comment icon ( picture-1.png ) in the text. Clicking on it pulls up the actual comments (see below), or you can see all comments inside the document by clicking on the comments icon ( picture-4.png ) on the status bar.

Talk about conversation let’s not forget that Zoho Chat is integrated right into Writer, so you can have real-time conversation with your collaborators or leave comments. As usual, Zoho will continue enhancing the comments functionality.

(Disclosure: I’m an Advisor to Zoho)

For additional coverage, read: TechCrunch, Read/WriteWeb, Mashable, Proud Geek, Open Source Guy, Techchee, Collaborative Thinking, TechBizMedia, Insider Chatter, Download Squad, jkOnTheRun, Office Evolution, CNET News.com, mathewingram.com/work, Ajaxian, CyberNet Technology News, Profy.Com, The Universal Desktop, PC World, Techdirt.

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Romulan Attack Because of Microsoft Office

The Romulans attack the Federation for they can’t read the Peace Treaty sent to them in Word 2307 format… they only have Word 2303. A hilarious cartoon by Geek and Poke. Joke? Perhaps … or not.

Yesterday I attended a (so-called) Enterprise 3.0 event hosted by the MIT Club of Northern California. So-called, as nobody really used the term, other than the moderator, Sramana Mitra. The panelists politely put the title on their slides, and then distanced themselves from the concept, Google’s Jonathan Rochelle being most outspoken: “we did not even get to Enterprise 2.0, why 3.0 now?” (Update: read JR’s follow-up post).

That said, it was an interesting event, clearly focused on Software as a Service (SaaS). 3 of the 4 presenters came with PowerPoint decks – kudos to Microsoft’s Cliff Reeves who only had 1 slide. In the spirit of eating one’s own dogfood JR’s “presentation” was a public Google Spreadsheet.

Next came Captain Picard Sramana: her slides suffered the same faith the Federation’s Peace Treaty did: they were created in a different version, and could not be opened on the presenters’s laptop. Host Nicolas Saint-Arnaud made a heroic effort trying to download a converter, but failed, so Sramana could not show her presentation. This happened in a room discussing SaaS where at least two (well, one and a half) online presentation tools were represented: Google’s future presentation app by Jonathan, and the existing Zoho Show by Sridhar. With a Web 2.0 tool, there s no dependency on having the correct software version on your machine, there are no updates, patches (in fact there are, managed behind-the-scenes by the service provider) – your slides (data) are instantly available anywhere, anytime.

I somewhat wonder if this was an intentional ploy on Sramana’s behalf: after all we can talk all we want about the benefits of working on the Web, nothing delivers a punchline as forcefully as a publicly failed download/patch… or the Romulan nukes, for that matter. (Will they still use nukes in the 24th Century?)

(Side-note to anyone delivering presentations: don’t ever try to download and apply an upgrade publicly, on a projection screen. Murphy’s Law will apply)

Update: See Sramana’s Nuggets from the event, including the slides. She says it was not a ploy… (but I may just have given her an idea 😉 )

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Entrepreneur Assist Launched – Powered by Zoho

TechMeme’s algorithm is either buggy or smarter than I thought. This morning it linked two seemingly unrelated posts that both tackle the same underlying concept: measuring web site use.

Read/WriteWeb reported that Web Office suite provider ThinkFree hit the 1 Million mark in number of hosted documents, up from 654,000 in late February. Their 335,000 users (up from 250,000 in February) upload between 60,000 to 80,000 documents per month. Impressive numbers. Of course, numbers can get tricky, revealing more than intended: comparing users and documents, it appears the average ThinkFree user creates 1 document every 4-5 months. Of course there is no “average user”, I suspect the real situation is that a lot of users just signed up and never came back (the famous 53,651), so in reality ThinkFree probably has a lot less but more active users.

Competitor Zoho does not track the number of documents created, but the current user number is 310,000 up about 110,000 on the last few months, showing a faster growth rate than ThinkFree. Today’s announcement of Entrepreneur Assist, a personal homepage by Entrepreneur.com, powered by Zoho applications will certainly accelerate that growth.

Entrepreneur.com is one of the largest small business sites, with millions of unique visitors per month… but why am I talking, let’s see some numbers:

Like I said, numbers are tricky, there are so many ways to look at them. Clearly a visit to search engine Google is a lot shorter than one to a content site, or one where users actually work, create a document, collaborate. For this reason the time users spend on a website is emerging as a an important metric. In fact if we look at time spent at the very same sites, we get a different picture:

As expected, users spend less time per visit on “read-only” sites, vs. the ones where they actually create something – and clearly teh Zoho apps will further improve this metric for entrepreneur.com. This is partly the reason behind the deal, but watch the video yourself.

The next video talks about what you can actually do on Entrepreneur Assist:

Related posts: CenterNetworks, Mind Petals, Web Worker Daily, Zoho Blog.

Somewhat related: American Bar Association launches free legal advice site for small online businesses.

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Sun’s Web-search Enabled StarOffice Now Included in Google Pack

The announcement is not a surprise (update: Sun kept the surprise for tomorrow) since Google Operating System outed it days ago: Google now includes Sun’s StarOffice, previously costing $70 in their free Google Pack. As you could expect, reactions range for labeling it as Google goes after Microsoft again (the New York Times) through shrugging it off to declaring a Microsoft victory.

Microsoft’s Don Dodge asks:

What has changed? Star Office has been around for 8 years and has gained no traction.

I can’t believe he does not know the answer: it’s mass distribution, getting installed “by default” (even if selectable), that’s what’s changed.

Donna Bogatin, Defender of the Faith (in Microsoft, that, is) goes further, claiming this move a victory for Microsoft:

Who needs Microsoft Office? Who needs the Microsoft Desktop? StarOffice, Google do. WHAT ARE THE SYSTEM REQUIREMENTS FOR GOOGLE PACK? You must have Microsoft Windows XP or Windows Vista. SO, every Google Pack download with, or without, Sun StarOffice, is a MICROSOFT WIN!

Wow, what a discovery, the OS monopoly means a victory for Microsoft even as their applications are replaced by competing products … I don’t think Microsoft would have loved this argument in the antitrust case. She goes even further:

Sun StarOffice itself needs Microsoft Office, big time. The StarOffice value proposition is Microsoft Office dependent: “Now you can have a full-featured office productivity suite that’s compatible with Microsoft Office at just a slice of the cost.”

Donna obviously mixes compatibility with dependency. Of course Office app vendors strive for MS compatibility, that’s simple due to the Microsoft monopoly no-one (other than Microsoft) would question. But to call the fact that these products are actually replacing MS Office a win for Microsoft is a stretch to say the least. In fact Donna spins so masterfully, is she ever goes into politics, she’ll have a safe place at the O’Reilly Factor on FOX News. Oh, and Donna, how about opening up comments on your blog?

Dan Farber at ZDNet is a lot more balanced, and he asks the right question:

But is StarOffice, Google Apps or whatever Adobe, Zoho, Zimbra, ThinkFree and others are doing a game changer, massive disruptors that will eviscerate Microsoft’s super-profitable Office business and free users from .doc and .xls tyranny?

Tyranny is the key word here. The Office monopoly means that millions of people are using it out of fear – fear of losing compatibility, or perhaps simply due to inertia. StarOffice will not be an absolute “winner” by itself, nor will the rumored Adobe product – but, along with the web-based offering from Google, Zoho and ThinkFree, together they make a dent… lots of small dents, for that matter.

Personally I am a big fan of Web-based services, and I don’t ever want to see bloatware that needs to be installed and constantly upgraded on my computer – unless it provides vital functions that are not available online (yet). But I understand it’s a matter of preferences. If I still was a world traveler like Vinnie, I’d probably prefer to have my apps and data “in a box”, too. Offline or online, the choice will largely depend on our lifestyles, and the need to collaborate or not.

What’s important is a behavioral, cultural change, the fact that business and millions of individuals – employees, students, freelancers, moonlighters, small business workers.. anyone – realize that they no longer need a Microsoft product to stay compatible.

You and I are likely using different email products or services. Yet we can email to each other flawlessly. Why wouldn’t the Office market be the same? If When we have a market with several capable products, when users don’t accept the default, but select based on features, service, price … you name it, i.e. when they have choice – we all win. Be it offline or online.

Update (8/16): Oh, you Fools, don’t you know that mindshare is everything?

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Enterprise 3.0: Where Is It Headed? – Interesting Panel with the Wrong Title

I’m not a big fan of the whole 2.0 /3.0 theme, but I have to accept the fact that Web 2.0 and related concepts have become commonplace, everyday terms that today we’re taking for granted. Enterprise 2.0, on the other hand is far more debated. Definitions range from loosely saying “Web 2.0 tools in the Enterprise” through Harvard Prof Andrew McAfee’s “Use of emergent social software platforms within companies, or between companies and their partners or customers” to MR Rangaswami’s much broader synergy of a new set of technologies , development models and delivery methods that are used to develop business software and deliver it to users.” Then we have a set of attempts to simply “get to the point”, without long academic debate, like lightweight software, or Meet Charlie, a simple yet effective slideshow that personalizes the story.

One thing there is agreement about is that there is no agreement – in terms of a definition, that is… but that does not prevent us from attending conferences like Enterprise 2.0 or Office 2.0, and more importantly, businesses from embracing Enterprise 2.0 to varying degrees. It is happening, whether we have a “final” definition or not.

However, I really don’t think we’re ready for Enterprise 3.0 – not now, not ever. There are quite a few articles on the subject, but they all come from the same author, Sramana Mitra (except for two old ZDNet articles quoting Shai Agassi and JP Rangaswami). Sramana has certainly “cornered” the market – except there really is no “market” if she’s the only one using the term. Her definition: Enterprise 3.0 = SaaS + EE. What’s EE? Extended Enterprise:

The modern enterprise is no longer one, monolithic organization. Customers, Partners, Suppliers, Outsourcers, Distributors, Resellers, … all kinds of entities extend and expand the boundaries of the enterprise, and make “collaboration” and “sharing” important.

Let’s take some examples. The Salesforce needs to share leads with distributors and resellers. The Product Design team needs to share CAD files with parts suppliers. Customers and Vendors need to share workspace often. Consultants, Contractors, Outsourcers often need to seamlessly participate in the workflow of a project, share files, upload information. All this, across a secure, seamlessly authenticated system.

Sounds familiar? Of course, back in the 90’s this is what we called (Extended) Supply Chain. I’m not sure we need to create another label just yet. But if and when something is so significant that it deserves a new name, let’s get a bit more creative … I’m with fellow Enterprise Irregular Thomas Otter, who humorously ranted:

  • The car isn’t called horse 2.0.
  • The lightbulb isn’t called candle 2.0
  • Fax (Facsimile) isn’t called letter 2.0

If we are so innovative in the 21st century, the least we can do is to think of some new terms that inspire. Think ROBOT, Television, Velcro, Radio, even scuba (Self-Contained Underwater-Breathing Apparatus) … If this stuff is really that innovative then it deserves a proper word.

Back to Sramana and “Enterprise 3.0”: next week she will be moderating a panel discussion of the MIT Club of Northern California, with the ambitious title: Enterprise 3.0: Where Is It Headed?. Excerpt from the event description:

Collaboration, wikis, blogs and social networking are new tools igniting the enterprise market. Service based models are emerging as alternates to desktop software and enterprise servers. In March 2007, Cisco acquired WebEx for $3.2 billion, stepping in with a splash in the enterprise collaboration space. Meanwhile, Google has assembled a whole suite of word processing, presentation, and spreadsheet tools and just acquired Postini, an email management company. Microsoft has been adding collaboration and knowledge management capabilities to its Windows Platform and just announced plans to offer Web-based versions of its applications. Then, there are exciting startups that are offering alternatives.

This panel will explore the impact of Web 2.0 on the prosumer i.e. the individual user in the enterprise and the evolution and integration of office tools, communication and collaboration technologies.

Sounds vintage Enterprise 2.0, if you ask me.smile_wink That said, I think it’s an exciting subject, and they will certainly have a first-rate panel:

  • Tom Cole, General Partner, Trinity Ventures
  • Cliff Reeves, GM, Emerging Business Unit Team, Microsoft
  • Jonathan Rochelle, Product Manager, Google Docs and Spreadsheets
  • Sridhar Vembu, Founder, CEO, Zoho / Adventnet last minute change: the event site now lists Tim Harvey, VP Planning, Webex, Cisco Systems instead of Sridhar Vembu.

Whatever we call it, I plan to be there. If you are reading this blog, chances are you’re also interested in these subjects, so if you happen to be in the Bay Area Wednesday evening, perhaps I’ll see you there. Here’s the registration page. (Warning: the form is way too long, asking for way too much information – vintage 1.0 stylesmile_omg)

Additional reading: Open Gardens, Portals and KM, Anne Zelenka, Luis Suarez, the FASTForward Blog, Read/WriteWeb, Chris Pirillo, Fake Steve Jobs smile_tongue , just to name a few…

Update (8/21): as much as I hate this 2.0-3.0 labeling, I like Don Dodge’s new formula: Web 2.0 = web app + 2 founders + 0 revenue

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Texty: Not All Good Names Are Taken, After All

The best thing about Texty may be its name. TechCrunch calls it Dead Simple Content Creation And Editing. You just start typing in a simplified editing window on their site, add images if you want to, do some formatting, click a button and pick up an embed code to include in your site.

The result: WYSINWYG: What You See Is NOT What You Get. Your page is a container, it has a little javascript code, but the actual text body is on Texty’s site. The text appears to be there, you can read it, but it does not show up on Google Reader, and certainly does not get indexed by Google or any other search engines: you lose findability.

Of course there may very well be situations when the ability to send / publish a piece in multiple copies, while you retain the ability to centrally update it is beneficial. In fact a Zoho Writer user “discovered” this months ago. Some of Owen Kelly’s scenarios:

  • Centrally update his resume, while it’s posted in multiple places
  • Submitting academic paper for a conference – organizers want to publish it early, while it still goes through iterations

(Read the full essay here: Zoho for distributed publication.)

The score for Texty: good for some (distributed publishing), dangerous for others ( no search, text may disappear if the service goes belly up). And, as we’ve just seen, it’s nothing new.

But I have to give it to them (whoever they are) they got just the right name: it’s catchy, simple, and actually tells what they do. I can’t believe such a name was still available! I guess *not* All Good Product Names Are Taken, after all. smile_shades

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Attachments are Evil – Link, don’t Send

Well.. not fully .. just yet. But I’ve argued it would be so in a recent post: Flow vs. Structure: Escaping From the Document & Directory Jungle.

Forget attachments, the version control nightmare, software incompatibility issues, storage requirements: share documents by URL. That’s what the newly released Zoho Viewer enables you to do with your Microsoft Word, Excel and Powerpoint files as well as PDF, RTF, ODF and OpenOffice documents. It’s private, not indexed by Google or other search engines, so you don’t have to worry about leaking confidential data, yet you can easily share documents, right from the Viewer interface, or by using the URL it generates. Essentially it’s a TinyURL, SnipURL ..etc for documents, with additional options, like embedding the URL, tracking the number of views, or even editing your uploaded doc’s with the relevant Zoho programs.

While it’s really simple to use, here’s an intro video :

Attachments are Evil… smile_angry

Related posts: Lifehacker, Wired, TechCrunch, Digital Inspiration, Zoho Blogs.

Update: (2/13/08):  ReadWriteWeb introduces PDFMeNot, a similar service for PDF’s only.

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Microsoft’s Software plus Service: The Missing Component

Microsoft laid out its web-based strategy at their recent annual meeting with financial analysts. Pressed by first of all Google, but even smaller players like Zoho and ThinkFree, Microsoft announced they will add similar services to their Office products, first of all Word and Excel.

We’re not moving toward a world of thin computing,” said CEO Steve Ballmer, referring to systems in which simple processing takes place on a PC, but more complex processing is moved to a centralized computer through a network connection. “We’re moving toward a world of software plus services.”

A few days later Microsoft’s half-hearted announcement (leak?) about giving away free, ad-supported versions of its baby-office, MS Works 9 sparked speculation if this would in fact turn out to be a Software plus Service offering.

Let me reveal a secret: I’ve been using Microsoft’s “software plus services” for years – long before the term was coined. Microsoft Money, the product I was forced to switch to when my bank abandoned Quicken support 7 years ago is a classic example of software plus services. The client software came with a browser-like UI, smoothly connecting online services into the basics ran on my PC. In fact switching between screens I often did not realize whether I was working offline or online. Isn’t that what “software plus services” is all about?

Money was a latecomer to the personal financial management scene, clearly dominated by Intuit’s Quicken, and in the first few years it got better and better … perhaps Microsoft’s intention was to kill Intuit after they could not buy it. When it didn’t happen, they must have lost interest – the annual Money upgrades brought less and less new features or even bug fixes, and smart users started to skip releases between upgrades. Then trouble started left and right: weird things happened to my accounts beyond my control. Categorization? I’ve long given up on it, most of my downloaded data is associated with junk categories. The real bad part: data changed in existing accounts, very old transactions downloaded again into already reconciled months..etc. This is my bank account, my money we’re talking about! The very data I meticulously took care of while in my possession now got randomly changed. The only way to be really sure I have the right balances was (is) to go and verify them at the individual bank or broker sites.

But none of this compares to the total ignorance Microsoft showed when they “upgraded” Online Banking on the 19th of July. There was no prior warning, or an option to upgrade at a later time when I logged on, I was simply notified that an upgrade *had taken place*, and that I no longer have access to my online accounts until I do a bunch of house-cleaning:

In order to update successfully, you will need to disable the existing online services for some of your accounts, set up those accounts again so that they will use the updated service, and then merge the old and new accounts.

Of course it’s not that simple, first I had to process all pending downloaded transactions, then back-up Money, then proceed with the task above. Oh, and the poison pill: merging accounts. I had the misfortune of doing it at a previous Money upgrade, and merge it didn’t… I ended up with zillions of duplicate entries to be cleaned manually. But I had no choice… I wanted to make a payment, and Microsoft locked me out of my accounts – so I started laboring away, around midnight. This time (unlike many) I was actually lucky: after about two hours, I was all set, the merges worked this time, and I was ready to make the payment – the 2-minute transaction I started 2 hours earlier.

(Update: Telling quote from a Microsoft employee:

This past weekend I got the most horrible and scary warning from Money. Just reading the instructions on how to keep using Money with Online Banking is enough to make this computer professional run screaming from my office. The instructions are 24 freaking pages!!! longer than the manual for the product. I seriously almost went to the “Add / Remove Programs” Control Panel to fix the problem.)

Now, if you’re a regular reader, you’ve probably noticed my anti-Microsoft leaning, and I don’t deny it: we all (well except Mac users) share the frustration of failed updates, the pleasure of patching the patches after Black Tuesdays – what is there to like? But none of that is comparable to a software company ignorantly cutting off their users’ access to their own money, (and I don’t mean *MS Money*smile_omg) and not even feel the need to apologize. It’s the absolute Cardinal Sin. And now this company wants me to put my trust in their services?

I’d much rather trust Wesabe with my money matters – their user groups are lively, full of advice, the CEO himself participates, in fact he is taking user calls 7 days a week. The full truth is, I have not switched yet, as they lack in functionality vs. Money, but I can’t wait….

Back to the title of this post – what’s the component Microsoft does not have to offer Software plus Service? It’s Customer Focus. It’s simply not in their DNA. It will be hard to deliver *Service* when your customers don’t trust you.

Update#2: Omar Shahine, a Microsoft employee responded – it’s worth reading in full, in fact I’ve just suscribed to his blog. I’m just quoting a few excerpts:

I absolutely empathize with this post on Software + Services by Zoli. As a long time user of Microsoft Money, I am this close to outsourcing the software part to Wesabe…

Now, I don’t agree that Microsoft lacks Customer Focus. That’s saying that all 70,000 employees lack customer focus…

I certainly don’t mean to imply that all 70,000 employees lack customer focus. They may all have the best intentions, it’s the end result that counts, the company’s interaction (or lack of) with Customers, and that’s often through products.
Money issue aside, I think it we add up the time spent with bungled patches, rebuilding Outlook profiles..etc, we (computer users) ALL lost days of our lives to Microsoft.
That’s bad enough, but can mostly be attributed to unintentional technical glitches. The Money Online Update was “Crossing the Rubicon”: Somebody in Microsoft had to make a deliberate decision that it was OK to cut off customers access to their financials without first telling them, giving them options, or even apologizing after the fact. That makes the *company* blatantly ignorant – despite the best intentions of those 70K employees.smile_sad


Update #3
: Further evidence of Customer Focus, the Wesabe way. I suppose they did not intend to pile on, but their comments got held for moderation, so they did not see each other’s.

And in perfect timing, here’s an article on Customer service 2.0, the Zoho way. The two stories they link to are worth reading – somewhat similar to what I’ve talked about here. Beliefs are important – but in our materialistic world, there is always the “What’s in it for them?” question. Well, it *pays* to focus on your customers. It may well be Zoho’s key differentiator, why users stick with them, instead of the default Goo-rilla. smile_tongue
It certainly paid another company, Atlassian which grew to over $20M in revenue without a sales force. “Support is Sales for us” – they claim (PDF), and the numbers back them up.

Update (8/8): Wow, interesting timing: Today Microsoft released Microsoft Money Plus, the 2008 version of the Money products. It comes in four editions: editions: Essentials, Deluxe, Premium, and Home & Business. Well, almost. Microsoft offers a nice comparison chart, which neglects to mention a small detail, available only at the footnotes:

* Important note – Microsoft Money Essentials will not be able to open previous Money or Quicken files. If you are upgrading from a previous version of Money or Quicken, Money Plus Deluxe may be the right solution for you.

Not opening Quicken … well, it’s their decision. But not opening data from their very own previous releases? And this is hidden in the small print?

I rest my case.

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