We could sell somebody else's generic black box and develop software somewhere in Eastern Europe. We could have our technical and customer support in Bangalore. We could get cell phone guys to sell it and car stereo guys to install it. We could, but we won't.

Outsourcing might work if we were selling a commodity. We're not. Our customers are serious businesses that rely on our service to manage key processes and to achieve sustainable gains - year in and year out. Glitches, failures and delays are not an option.

There are lots of ways to cut corners. Somebody will always be cheaper. You see it in your industry, and we see it in ours. But we won't expose our customers' success to the whims of third-parties that thrive on "transactions" rather than on long-term relationships.

Why do over 90% of our customers renew their contracts? They recognize that how we deliver our services is specifically designed to help them be better competitors in their markets. They agree that our approach pays much greater dividends long after a discounted price is forgotten. We win because we enable them to win.