Customers often point to ease-of-doing-business, contract terms, complementary services as equally-differentiating to any feature/cost measure. A vendor with a

Customers often point to ease-of-doing-business, contract terms, complementary services as equally-differentiating to any feature/cost measure. A vendor with average features and average price yet is otherwise prompt, efficient and non-abusive can easily distinguish themselves as best-in-class.