Application vendors are focusing on their install base as their primary source of revenue while cutting costs to provide profitability.
Most vendors will tell you that they are both new account and customer oriented, and some have struck this balance. But the vast majority have been worshipping at the Wall Street idol of new accounts for so long that the reality is, they have a new account business model.
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an account initially implements, it get lots of relatively easy calls for help. Once, installed, the quantity of calls drops but the difficulty of the questions increase. Of all departments, software support may be the one that needs in-depth product knowledge more than any. In this down economy, we must also realize that in the application software business, people = cost. If the company wants to reduce expenses, they really have only one way, cut headcount. Today, most vendors have two objectives, they