Software as a service, emphasis on the service

The critical “S” to remember in SaaS is the second S. If you provide excellent service and work to build a relationship with your client many issues with the first “S” can be managed. Remember the value prop in SaaS is annuitized income. If your churn is high the investment community will be skeptical even if you have the next killer app.

I saved this from a comment in Quora. Please forgive the lack of attribution, but I thought this was absolutely true.