> ... but that product had terrible support and documentation. So they decided to provide documentation and support services for it, charging customers $360 to

> ... but that product had terrible support and documentation. So they decided to provide documentation and support services for it, charging customers $360 to solve their issues. However, they faced two problems: First, their documentation was so good that customers rarely needed to call them... Interesting to see how documentation & support are such pain points to sell enterprise software, and yet how few companies manage to differentiate themselves by making truly great documentation & support experiences. Stripe is another good example