Selling software is quite simply not easy. I’d go so far as to say that selling anything isn’t easy, but software has it’s own unique characteristics we’ve got to deal with. Things like service level plans, add-ons, subscription limits, etc. One of the biggest ‘unseen’ costs of software development is the support process. While the level of support can correlate to the quality of the product to a certain degree, it doesn’t account for the situations where the product is just great, it’s the person using it that’s the problem. This article does a great job of explaining that it’s not something to be hurled as an insult, but appropriated to the fact that everyone is different.