"In the Open Source market, companies that produce and sell Open
Source software need to make their money in support and value-added
services. Since they can't fall back on selling copies of software
as their primary focus, they need to find their money
"When I got off the phone with Coke, I was sure that my call was
taken seriously, and that they would actually track that can down
to the bottler (shouldn't it be a cannery?) and see if there was
anything wrong. Barring any results there, they would track down
the delivery service and see if anything strange happened that
would cause Emmett's Weird Coke...."
"Okay, there's a big difference between computers and soda (just
ask John Sculley), but the concept remains the same. Treat your
customers with respect. Make them feel wanted. Make them want to
call you for support. Make them feel that you are the best people
in the world to call about Linux."