[ChrisMarshallNY]

For smaller organizations, the "plus" could outweigh the "minus."

For example, if the "beancounter" calculation says that the SaaS tool is "not worth it," but bringing it in might significantly project the brand, then it may be worth it, in a big way.

Same with advertising, but advertising is a bit easier to measure (after the fact, as opposed to before). Brand value is really difficult to measure in any kind of empirical manner.

But a bug reporting tool, if exposed to customers, is a very important branding surface.

Error handling/reporting is a huge deal that is often neglected by tech folks. For many of us, a console print or log entry may be quite sufficient, but for an end user, they may need a lot more HI.

I've encountered some ghastly bug reporting tools that were obviously designed by techs, for techs.