I have to counterpoint this as well. It doesn't work for everyone. I'm paying the bills by myself by appealing to the businesses that want SLAs, purchase orders, etc. Everyone usually wants something custom for them. Different scales of customers want different things. In a way I prefer the high touch model to an extent if only because of the fact I get to learn about the problems the business is solving. Bulk/cheap SaaS typically CAN (not always) cause more support costs for less margins (depending on how you're staffed). I think for the primary audience here the advice is very applicable though.