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General Software Discussion / Re: Why subscription-models for software suck
« Last post by mouser on March 28, 2006, 10:03 PM »i was talking to someone about this phenomena recently and it ocurred to me that the problem is that from a business sense it all makes sense:
when you are small and word of mouth is important, a few vocal complainers could hurt you, and some vocal supporters can help you, so you spend time making sure your users are all happy, even if on a per-user basis you are losing money (ie 10 hours of customer service costs you more than the user paid).
but when you are big and own marketshare, a single user's opinions are not going to be able to effect you, so there is no point wasting customer service dollars on them.
sad but makes sense.. unless you have a more active community that pays attention to such things such that there is a price to treating customers badly.
when you are small and word of mouth is important, a few vocal complainers could hurt you, and some vocal supporters can help you, so you spend time making sure your users are all happy, even if on a per-user basis you are losing money (ie 10 hours of customer service costs you more than the user paid).
but when you are big and own marketshare, a single user's opinions are not going to be able to effect you, so there is no point wasting customer service dollars on them.
sad but makes sense.. unless you have a more active community that pays attention to such things such that there is a price to treating customers badly.
