Just to make a point on the other side: We are a bootstrapping social enterprise startup and honestly have to penny pinch. When we were looking for the right CR

Just to make a point on the other side: We are a bootstrapping social enterprise startup and honestly have to penny pinch. When we were looking for the right CRM, both One Page CRM and Nimble offered us discounts when we wrote to them and asked politely. We ended up sticking with Nimble due to the preferred workflows of the Sales team, but I still regularly recommend both products to lots of other people, some of whom have gone on to become paying customers for those services. They are both great CRM tools, and because the people who run them were so understanding and provided great service by understanding our genuine need for a discount, I will be forever grateful and will recommend them. We've also mentioned both on social media. So that's the flipside - if you do give discounts now and then to those who need it and are grateful, you'll earn a lot of loyalty. I think the answer is to be human about it. Listen to people, give them the benefit of the doubt, and decide things on a case by case basis.