They have tried to engage their customers with different strategies over the years, adapted and modified their techniques to best meet current customer needs. Nadella believes that by having a high level of support, they will engage them better and will have a customer for life, and once customers see what they can do with their products and services, they will be their best tool. marketing by telling others about their new products and how it can help them. With Nadella's restructuring, they have changed the way they engage and support their customers. They still keep some systems and strategies in place, but have modified them slightly to try to improve customer relationships by having each division or product line take the lead in managing their customer service. There's still a giant core support structure in place for Microsoft, but now each division or product manager decides what customers will need most and helps define how customer relationships will work for the product. This has improved the help desk feature to better engage and help customers faster. With a constantly evolving technology market, Microsoft believes that this strategy helps them better cope with all the new products they offer.