I think you need to step back and figure out who your customer is first. From my outside view, it seems like you are trying to be everything to two very distin

I think you need to step back and figure out who your customer is first. From my outside view, it seems like you are trying to be everything to two very distinct entities - organizations and their customers. It seems you are trying to insert yourselves in between this relationship, even if one party isn't interested. I think this is the failure point. It seems in my mind that the real customer here is the organization, since they are the ones paying for the service. You act - intentionally or not - as an advocate for the customer. Everything you do seems to be aligned with goading the organization into giving you money. It is very off putting from their perspective, which in the long run will probably end up hurting you. If you want to be a voice for consumers, be that. If you want to provide a service to organizations, do that. Don't attempt to insert yourself into an already existing relationship - regardless of how functional it is.