On this point it’s worth noting that internal users are very very different from external users too. An internal user that can wander over to Bob and say hey,

On this point it’s worth noting that internal users are very very different from external users too. An internal user that can wander over to Bob and say hey, this thing isn’t working quite right, I’ll grab a coffee with you and we can talk through it, is very different from a paying corporate who will not tolerate service falling below a certain standard. I joined a company where they were trying to transition an internal piece of condition monitoring software to be a SaaS app and it went really badly wrong, the sales people seemed to assume it was ready for this but it just wasn’t and needed a huge amount of hardening and security work, not to mention features to make it easier to use.