The global recession took a major toll on enterprise software vendors and their customers in 2009, leading to flagging license sales and tight IT budgets. But the economy also prompted a series of policy changes and concessions from vendors that could make users' lives easier in the long run, especially if they become broader trends.
 In April, SAP announced plans to work with user-group executives on a set of KPIs (key performance indicators) meant to prove the value of the vendor's Enterprise Support service. The move followed months of protest from customers over the new service, which offers more features but carries a significant price increase.

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