Is it Time to Upgrade?
http://www.stcsig.org/usability/newsletter/0404-editorial.html

Dick, David J.
Usability Interface
2004

Abstract:

How many times has a vendor’s help desk operator told you that the solution to a problem is either an upgrade or a patch? Those of us in the IT industry are familiar with this reply because that’s the advice our own helpdesk operators tell our customers. If corporate profits depend on improving product design, and selling upgrades, there is no profit in supporting old software and creating patches. The profit is in selling new and improved products. Some questions you need to consider before buying a software upgrade.