I agree that their products are amazing but having dealt with their sales staff last year and this year, I completely understand why they're underperforming. They're rude, sarcastic, always have a very take-it-or-leave-it attitude, and had a bad attitude when I asked about certain features, like I was wasting their time. I canceled talks for 6 months just to let the memory fade.
I got so pissed when they threatened legal action as a way to "entice" me to upgrade my individual subscription into a team license that I quit it 6 months early. Now at a new company I jumped at the chance to cancel a 90-seat annual contract and we have not had any complaints from the department.
