They still likely make less than 20% of the revenue, maybe even less than 5%. They're not going to get rich off it. Besides, charging people isn't free, there a

They still likely make less than 20% of the revenue, maybe even less than 5%. They're not going to get rich off it. Besides, charging people isn't free, there are now much higher expectations and responsibilities on customer support. In my experience, the customer that brings in the least money also makes up for most of the work. It's a larger percentage of their budget. For a Fortune 500, your fees could well be a rounding error. These small guys are also the ones who would go out and post bad reviews, demand the most features, demand the most uptime and the fastest response times.