And the fact is, enterprises seeing to make every support transaction a positive ROI are, in fact and in deed, penny wise and pound foolish.

They will see an opportunity cost due to missed sales opportunity.

They will see greater load due to people using an inferior process and poorly empowered people, repeatedly.

They will see a diminished overall market perception.

Their products will provide less value due to a greater misalignment with both exiating and potential users needs, which drive perception of value, which drives more dollars.

Personally, having been on all sides of this matter, I rank what we are discussing at the very top when considering who I will buy from and or work with.

Flat out, when I see enterprises putting seriously crazy amounts of money in the bank, I accept zero excuses in this regard.

It is not necessary. Lives are short, money hard to come by. Best get solid value for the dollar.