Customer Customization Preservation

This question asks whether customers can customize your system and keep those customizations working when you release updates. It's asking if customer-specific configurations, integrations, or modifications survive your upgrades, or if customers have to redo their customizations every time you update.

Supporting customizations across releases directly impacts customer retention and expansion revenue. If customizations break with updates, customers face costly rework that drives them to competitors. Preserving customizations reduces customer support costs, enables deeper enterprise integrations that increase switching costs, and becomes a major competitive advantage in enterprise sales.

Some vendors confuse configuration settings with true customizations, claiming support they don't really offer. Another mistake is supporting customizations technically but making it so complex or expensive that customers avoid customizing, limiting the value they get from your solution.