I don't think this would apply to fixing existing issues, or improving older products. Modernising a product e.g. Nova, which will still essentially do the same task, isn't abuse of position, just making your customers happy. Giving away improvements should be mandatory!
@matt40k - if Capita gave away intouch for free every messaging / texting company out there would complain, and rightly so, it's something that was never sold as part of core SIMS. I'm not sure what they'd gain by giving it away, apart from lock-in, and maybe some good press for a change ;)
The smaller companies have it easy in a way, as they can copy what SIMS does, or wants to do, and give it away with their core offering and get away with it, plus it's probably easier to program, make it look good and work well with existing systems.
I doubt very much if being King of the Castle is an easy position to be in.