Because clients don’t know how to use the tools.

I run into this all the time - we have such powerful functionality available to our users, and further we provide the elements that undergird all of it, so it’s totally possible for clients to take the services they buy from us and reconfigure them to make their own tools, better even than the ones we have built, purpose-built for their workflows…

And 9/10 clients will just click on the one thing they know and recognize and are familiar with and comfortable with… and then stop thinking about it.

It’s crazy how much of our job is not only building our product, but interrogating our clients over what they need, so we can demonstrate how our tools solve their problem. The users simply are not interested in figuring it out for themselves.