Having spent 9 years or so babysitting and customizing a COTS system my employer purchased, this quote rings so true. Often, I sat in meetings with the leaders of the user areas, who owned the software, and thought that their rationale for customizing came simply from the desire to say, "Hey, we're different from every other competing organization."
Okay. Great way to start an introspection. And we are already 3 paragraphs in and we have no idea what MozReview was.