From where I'm sitting it looks like he makes both points. Though your last sentence brings up another point. If you have people requesting a lot of support for the simple stuff, then your sales process needs work. The sales process not only covers prospecting to the close. It also covers the follow up. And the follow up is an often ommited step where you take your newly minted customer and show him the ropes. Not by holding his hands, but by giving him all of the support material needed. I'm talkig about F.A.Qs, videos, blog posts, written manuals that you may mail them, etc.
No matter how we slice it, the problem is not the customer but the business dummie (like he said).
No, brazzy is absolutely right, my whole point with this article was to question the easy and commonly accepted "blame the customer" explanation.
That being said, maybe it's your own experience that cheap customers have an overgrown sense of entitlement, so I'm not saying it's entirely impossible. It's just not the point I was making :)
No matter how we slice it, the problem is not the customer but the business dummie (like he said).