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Any business that lets their customers or the channel dictate service levels is making a huge mistake. This decision is not unlike any other business decision and must be based on solid analysis focused on creating a profitable and sustainable business.

Companies absolutely must listen to the expectations of their customers and pay attention to how their consumers are using the Web, but they must base their service levels on sound business analysis and largely ignore all the folks out there that are pitching their software and/or services that can "help you out."

I mean really, how much credibility would you give to a person selling say blue shirts when they tell you studies have shown that people who wear blue shirts have IQs in the top 10%?