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Hannah Smalltree, Editorial Director
If you have deep in-house technical skills, are not experiencing application, problems, have no immediate plans to expand upon the application, or are not planning an upgrade, then premium support will be of little value to you. In fact, I see growing interest in companies turning away from vendor support and buying this capability from emerging-third-party suppliers. There is a significant base of CRM customers (for all major vendors) that have no immediate intention of upgrading their solution and are looking for ways to reduce their maintenance and support costs by not renewing annual vendor support agreements. They are purchasing support from third parties.
This was first published in January 2007