Switching costs are very high, so the bar for keeping customers just happy enough to not switch is very low. In addition, the people buying the software are of

Switching costs are very high, so the bar for keeping customers just happy enough to not switch is very low. In addition, the people buying the software are often not the ones using it, so optimizing end-user satisfaction is not a priority. In other words, it's software that's built to be sold, not to be used.