Not being familiar with this product to begin with, I'm wondering if he gave up on his product too quickly!? In my experience customers are typically wrong and

Not being familiar with this product to begin with, I'm wondering if he gave up on his product too quickly!? In my experience customers are typically wrong and misinformed - the whole "faster horse" concept at play. Instead of acquiescing to his customers whims (I want what I want when I want it), could he have had a viable, differentiated product in the market if he would have worked on selling, onboarding and educating about his product's POV. More often SaaS products are selling an idea combined with a methodology (Slack is a good example of this). You need to sell the idea that your organization will benefit from doing it "our way" rather than "your way".