I think that’s a consequence of the profit-center cost-center dichotomy. Cost centers get budget cuts, downsized and off-shored. Profit centers help grow the bu

I think that’s a consequence of the profit-center cost-center dichotomy. Cost centers get budget cuts, downsized and off-shored. Profit centers help grow the business. If there’s a way to be a profit center, managers are going to take that route. The consequence is that customers asking for assistance on their existing services are going to get sales pitches for more expensive services.