But what about "post-sale"? I think there will always be customer demand for concierge-level of service. Some SaaS models do lend themselves to self-service, but others don't. Knowing that distinction is key.
Anyone who's signed up at the concierge-level of service will always get that level of service. And if we ultimately go self-service, I'd still keep the concierge-level of service around, just at a premium. We might even consider adding a concierge-level of service tier to Basecamp.