I think there's an awful lot of truth in that. You could make the argument that customers of Enterprise Software (that we love to deride) are not paying for the

I think there's an awful lot of truth in that. You could make the argument that customers of Enterprise Software (that we love to deride) are not paying for the awesome quality of the software so much as for the assurance that the company will pull out all the stops to support them if anything does go wrong with the software. On a psychological level, that leads to a good relationship. On a practical level, that means that the customer is paying not for a great experience when things are going well but for a good experience when things go wrong.