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eHelp bought the market share they didn't win it. Then, they continued the
BlueSky tradition of price gouging. And, they refuse to capture their
increasing return by reducing their marketing expenses relative to existing
customers. Each of us lifetime customers cost them the same amount of money
as a newly acquired customer. Usually, existing customers can be sold an
upgrade for as much as 90% less than the cost of acquiring a new customer.
With that much added profit, they could increase service like offering a
free dial-in number, and manage to charge something less. But, part of the
reason why the upgrades are beyond expensive is that eHelp is wasting their
money by treating all customers the same.
I've called the marketing VP only to get his screener, who missed the point
entirely and removed me from receiving any and all marketing from them, so
now I find out about upgrades by accident.
Market dominators can treat customers with utter disdain. They don't have
to, but they can.
I take it from the discussion that Mustang does not produce targetable
source, but rather just a replacement for WebHelp? And, now that FrameMaker
is easy to convert, we will see an ever increasing number of user manuals
published as help?
NEED TO PUBLISH YOUR FRAMEMAKER CONTENT ONLINE?
?Mustang? (code name) is a NEW online publishing tool for FrameMaker that
lets you easily single-source content to Web, intranets, and online Help.
The interface is designed for FrameMaker users, so there is little or no
learning curve and no macro language required! See a live demo that
will take your breath away: http://www.ehelp.com/techwr-l3
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