the customizability robustness tradeoff

as a company making a product, you have to define some product surface. Usually, this will mean limiting what your users can do. this is an expensive proposition because when you're users exceed your envelope, you have to do the work to serve them. but since they are just one customer it is hard to service just them, while ensuring your robustness (without hiring a lot of people, since the point of your product is to make profit). thus there is an unhappy point where your customers might churn.

btw, one fix to this is to build composable components.