Universally Unloved

"..Although it's true that Microsoft's products are universally unloved by their users, they're quite loved by the people who buy them: IT managers, VARs, and OEMs. Microsoft knows this and works tirelessly to address the biggest issues, which don't include pleasing users, who have little say in the selection of business software. The buyers don't see an upside in providing lovable software, but they do see a downside in selecting the wrong software..."
[VSM March 2003]