Something we are hearing more and more is just how unsatisfied customers are with their current incumbent SAM tool vendor or SAM services provider, the common theme being the level of after-sales support they receive for their SAM solution.
The trouble is that often the sales process can be more about the pitch and the promises, and less about the reality of ownership. We hear that vendors offer to “sell a silver bullet” only for the customer to later find out there is no silver bullet at all!
This is understandable to a degree, as typically those involved with sales are motivated and rewarded by the sale transaction itself, and not about on-going levels of customer satisfaction and customer retention. Such back-to-basic drivers may explain but certainly not justify such behaviour.