Especially if you're a company and you've integrated their services into yours. I was talking about a business idea with someone and they literally mentioned that once you get into a business relationship with a company you're super hard to remove and used the example of customer service outsourcing they experienced. That's not even tech related and they had serious trouble moving away from the provider.

If you’re going to half-ass the thing, outsourcing might be better. But if you intend to do it right, you have to do it yourself.

Doing it right means achieving multipliers. Using each thing you do to improve everything else you do.

How do you improve your product when you’ve outsourced customer support? How do you align it with your business philosophy?

Yeah, I’ve watched a lot of effort going in to avoiding vendor lock-in that seemed like it was basically a waste of everyone’s time.