IBM's sales and support structure can be challenging. To work on an IBM deal, you often need to involve multiple specialists, each knowledgeable about only part of the product, rather than having a single point of contact. This fragmentation complicates the sales process, especially for software and server solutions with numerous SKUs. Customers are frequently overwhelmed by the complexity of quotes and the large number of SKUs, which can detract from the perceived value. IBM's hardware, particularly servers, tends to be complex and expensive. It often becomes unsupported within three to five years, leading to issues with obtaining replacement parts or compatible components. This lack of downward compatibility can frustrate customers, who may feel pressured to make additional purchases to stay current. As a result, some customers might consider switching to other options, especially if they encounter difficulties with support or compatibility. IBM also works on new initiatives like PowerBS for virtual systems and cloud integration. While this may address some of the existing challenges, IBM still has room for improvement in simplifying its offerings and support.