Is your situation i.e. that you have created a great product or a new generation of your product, your Service & Support organization is great and the customers love the services but your existing customers don't upgrade or new customer don't install it or they don't set the product productive ?
Maybe your software lifecycle management is the root cause why your customers don't act as you expect. The real total cost of ownership is typicallyy much more determined by your software lifecycle management as it is by the initial product price. While product quality is a big driving factor for customer satisfaction you can easily destroy the best initial impression by a wrong lifecycle management.
Keep in mind, that as better you address your customers protection of investment and their software logistics issues and not only your own service and support efficiency as more you have happy and long term customers which are open to buy more of your products.
If you need somebody to discuss your specific situation, shoot me an email and we can discuss the best solution for your challenge.