Unfortunately, this reminds me too much of the story of the IBM PC.
IBM was an established vendor of big-iron systems when a small internal group somehow got into the position of getting a small system onto the market which was known as the IBM-PC. The tension between the big-iron guys and the small system group remained even as it became apparent that the PC wasn't a passing fad, but the core issue was that the big-iron guys didn't really like dealing with the public and the messiness of that marketplace. Eventually the big-iron guys won the internal political struggle and IBM shut down its PC business by selling the assets to China; et voila!! "Lenovo"!! Arguably, it was not the best decision by IBM, but it is a lesson in corporate politics.
MS really solidified its early position by writing PC-DOS for IBM, but the genius of Gates was negotiating with IBM to allow MS to write MS-DOS for everyone else which meant that MS got a small piece of every PC-compatible system sold. In addition, Gates could foresee the development of programs that were eventually to become platform-independent where that independence became a major selling point. What we have today as Office 365 has roots directly back to that foresight.
The operating systems from MS over the years have varied in quality leading to WINDOWS 10 with its associated update problems - problems which we with WIN10 cell phones are well aware of. In addition, cell phones are physical devices with all of the separate production and development issues that come with that territory and this is even more pronounced with "smartphones". By the time MS took this on, Apple and various other manufacturers running Android were well into both the game and market share. The app issues we complain about are often directly related to the slow release of SDK packages in the early days and the headaches that "death by update" have meant for developers.
When a CRM developer I know, who works for an MS partner company, attended an MS presentation a few years ago, he noticed that MS presenters weren't using WIN10 phones to show off the cloud integration; most were using iPhones and a few had Android devices. You shouldn't find it hard to guess what his next cell phone was.
MS has made it plain that they see a more clear and profitable path into the future with Azure and cloud-based operations where they are writing interfaces for systems with a minimum of the messiness of dealing with public and the marketplace.