Spot on. We run SaaS and it's been a fascinating learning experience. This excerpt captures a lot of the tension perfectly: "As a simple analogy, if you sell

Spot on. We run SaaS and it's been a fascinating learning experience. This excerpt captures a lot of the tension perfectly: "As a simple analogy, if you sell a user a diesel generator, they will expect it to need maintenance, needs refueling and have the occasional service issue. Sell them electrical service and watch them come with pitchforks demanding refunds if you have an outage of any sort."