I’ve been meaning to write this post for a while, but I’ve been a tad busy. Then today, I saw a post over at the Real Story Group by the ever-so-wise Alan Pelz-Sharpe. In that post, he talks about the High Cost of Support, and how it seems to be rising. It is a great post that cuts a little into the financial actions of some of the vendors.
This is important to understand because financial incentives is what drives behavior at product companies, and all companies for that matter. Even startups that do anything and everything to please customers, but aside from a few founders with visions of a new world order, they are driving towards the payoff of the IPO.
With that in mind, let’s look at how some of the financial systems at Enterprise Software Vendors, not just Content Management, impact behavior of their employees and thereby impact the customers. Keep in mind that they’re are exceptions to the rule.