|"""Remember this is just one more profit-free dot com"""|
""You obviously have no idea what Kana does, from your statement above.""
"Curious. Why would that statement imply anything other than what it states? KANA is profit-free and likely to remain so. Not only do I know, what Kana does but I probably know a fair bit more than most folks about the market segment."
Just to clarify - I wasn't stating that Kana isn't profit-free, I was pointing out that it isn't a dot com. It is a software vendor. In a high-growth area (301% year-on-year growth in revenues), with gross margins in the high 50s. Losing money while building a leadership position in a high growth market is perfectly ok. Secondly, it is clear that you and I differ on the importance of customer service. It is clear that you're an engineer if you think that customer service is a "$$$$ sink rather than a $$$ earner" ;)
Frankly, it's the difference between survival and death in any business these days, and companies are happy to shell out hundreds of thousands of dollars to companies like Kana, e.piphany et al to solve their CRM problems (if not, how do you explain 300% growth rates?). BTW, I don't believe the original Kana system was developed on Java, but I do think that the future integrated Silknet/Kana product will be.