Secondly, I'd disagree with your assertion that the customer doesn't matter. Customers may not care when they're using your SaaS product, but my company is in the market for new support software and we looked at yours but because yours is Microsoft based, it's disqualified. We are looking for a self hosted solution. So you lost at least one customer right here. I'm not making this up, this all happened a couple weeks ago prior to this blog post.
EDIT:
PS - I liked your previous blog post about A/B testing, so it's nothing personal I just think this one is kinda bogus.