Yeah, this is one scenario where the principles in F2P games like MOBAs applies to the business world. Focusing only on the top X companies and losing that market share has a cascading effect where it's harder to find competent administrators, it's harder for those administrators to find support online (which then means they have to call for the support they pay for - which while good in the short term for VMWare, is frustrating for the customer, and means that the extra money they're charging has to partially be used to cover techs to provide said report). The little fish in a market like this help to provide what is essentially free troubleshooting online via stack overflow etc. And giving that market share to competitors gives them the cash flow and experience to build a support system online and improve their product, and then win over the big fish.