Some companies want to be pure software with no service obligations. Others started as service firms and added software to scale what they do. The difference shapes everything about how they work with customers.
There is always software underpinning most services today, and and he was saying that he finds the distinction is companies that consider themselves to be SaaS; they really would rather just be a piece of software and and do as minimal as possible on the service side. Whereas a lot of SaaS companies and companies that identify as that, they started as a service and then realized the importance of productizing or supporting that service with technology, and they tend to be more strategic. Where software wants to be a piece of the puzzle, the SaaS companies want to be more of a strategic aligned partner.
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