Woow, thanks for that! :) I see your point. Now that you mention, it makes sense that the fear of the unknown may be preventing people from changing, even thou

Woow, thanks for that! :) I see your point. Now that you mention, it makes sense that the fear of the unknown may be preventing people from changing, even though they are not satisfied with they're current support. Although, I think it can still be of a very high risk not to have a good support even when you want to be profitable in short term. I can see a few companies rushing into launching new/unfinished products, trying to get the market with their innovations before someone else. That can go really bad if they don't provide a good support for their new/unfinished/faulty product or service (maybe bad word spreading can haunt them?). And yes, I can see the brand as a relevant part in this matter. The amount and quality of the support provided can definitely help defining a brand and what it stands for. Great examples on Google products, Spotify and Uber! Regarding free products (search, G+, etc), I still think the free experience can lead to a product up-selling, cross-selling and perhaps in some cases to get customer's loyalty, so I think this kind of support, although non-profitable in short term, can still be relevant. Startups, I don't have much of an input really.. it does look a bit overwhelming to me to set 20% growth a month goals.. so I don't really know what to expect.