Microsoft are the leaders when it comes to software in my opinion but they rarely listen to their customers on what they would like to see or need in a program upgrade.
They are a very American company in the way they run and this does not always fit well with how businesses should be in the United Kingdom. They like to have their own piece of everything and if someone does something better then they just try and kill off competition with buying companies out or buying exclusive content/hardware for themselves.
Customer support is not very good at all either, usually stuck on the phone with an indian call centre for hours when it should have been done it 10 to 15 minutes.