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There's no real reason for a customer to care about these trade offs. They want to get work done, nor worry about the business model behind one of their tools.
by fourthark 8y ago
There's no real reason for a customer to care about these trade offs. They want to get work done, nor worry about the business model behind one of their tools.
- acdha 8y agoThat's looking at the problem backwards: if you have one customer who has a bunch of customization requests you need to weigh their business against what other work you could be doing with the same development time. It's not a win if you keep one customer but lose others to a competitor whose product is easier to use or cheaper to develop, especially since I've probably seen at least a 1:10 ratio for arcane features and customizations which a customer swears up and down are mission critical to things which actually are — usually it's more like one guy doesn't want to consider changing the way he works in the slightest until forced.