In this episode of Insights for IT Negotiations, UpperEdge’s Adam Mansfield and Kylie Chisholm have a candid conversation on the mounting frustrations enterprise customers face with major SaaS vendors like Microsoft, Salesforce, and ServiceNow. From relentless AI upsells to opaque consumption-based pricing and universal cost increases, Adam breaks down what’s grinding customers’ gears—and more importantly, what they can do about it. Learn how to proactively set expectations, disrupt vendor playbooks, and regain leverage in a rapidly shifting IT landscape.

Resources:

Reach out to Adam on LinkedIn

BLOG – How ServiceNow Customers Can Get the Most Out of Knowledge (Before, During and After)

VIDEO PODCAST – ServiceNow Knowledge 2025: How IT Leaders Can Turn the Conference into a Strategic Advantage

VIDEO - SaaS Flexibility: A Promise That Was Never Fulfilled

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