Act 2, scene 10: The bill

Scene 10: The bill

At the end of the customer's journey is the bill. The customer buys a tier, and the tier bundles a common set of capabilities, whether this customer needs them or not. The provider is under pressure on the bill too, as seat-based pricing loses ground and agents take on work that users used to do. The pressures on the customer, all the way down, trace back to the same line, drawn high because code was expensive. Which brings back the question. What should stay shared, and what is the product really selling?