Software vendors have two modes. 1. A partnership/consultancy where they sell a platform that is customized for a small number of large clients. 2. Solving on

Software vendors have two modes. 1. A partnership/consultancy where they sell a platform that is customized for a small number of large clients. 2. Solving one area well, then trying to cram as many customers through the fixed solution as possible. The author is more critical of the second type, but both are completely rational approaches. Obviously anyone can listen to customer feedback, but the economics of software strongly favor a volume approach rather than treating every customer as a development partner.