who writes your salary?

It is in fact a very old and popular concept in service industry. All who is working in service industry should understand that your salary cheque is not written by your management, they are written by your customers. Your customer will make the payment to the service taken from your organization and your payment is going to be taken from this amount.

Now if they are not satisfied by your service, they are not going to renew their account and hence the company revenue will decrease which ultimately results in reduction of number of employees.

It is important to note that here you are not selling any product where customer will check the product initially and then takes it. Here they will check it for the entire period and then it has to be renewed. So the service and support becomes the major factor for retaining the customer.