As an end-user with a large system (200-300 doors across the USA/Europe/Asia) and plans to increase that number, I found one statement dead-on.
"Larger reader counts take a long time to land as a customer but once you have them, proper attention to the customer will lead to a valuable, long term relationship." Now that we have moved to a platform serviced by several different vendors, if we don’t get “proper attention”, we can look elsewhere. It would be a hassle to change, but if getting service is too difficult or poor quality, we will do it. Our previous platform had us rather locked into one service provider, and when it came time to update, they lost our contract due to complacency.