From my experience, your example is the one that’s on the end of the bell curve. A sales team that goes through a list of 100 things and hand-crafts a bespoke package for my needs would be amazing.

I could list several big SaaS names where you always seem to end up in the same place: SSO is bundled with a bunch of other stuff you don’t need; at renewal time user counts always ratchet up, regardless of actual active users; increases in unit price of things you do need are “compensated” with “discounts” on things you don’t need or calculated off a nonexistent price that was never an option in the first place.

It has nothing to do with selling me what I need. If I ask if it can do what I need, frankly much of the time the answer is a lie, or close to it. Or the answer is “we don’t know, but sign the contract and we’re sure Professional Services can take care of it for you”.

Yes, if you actually want to use the APIs it’s even more of a disaster, but that’s not what I’m talking about.