I've experienced this. I worked for a company that sold software to municipal governments. All that mattered was the Mayor/Town Manager/City Councils opinion. I

I've experienced this. I worked for a company that sold software to municipal governments. All that mattered was the Mayor/Town Manager/City Councils opinion. If the reports looked good and the price was right, they were going to renew. I remember being in site meetings where people who used it every day would tell us to our face how terrible it was. Without fail, that site renewed with some promises to fix a couple specific bugs and a minimal price increase.