Salesforce has dramatically changed the software world forever. Since launching 20 years ago, they have continued to expand the range of solutions, from Sales Cloud, to Service Cloud, Marketing Cloud, Community Cloud, and now, Integration Cloud. In parallel, their AppExchange ecosystem delivers thousands of applications that are designed to interface with the core Salesforce platform.
While the Salesforce platform offers infinite possibilities to modify functionality and add on specialized capabilities, the bounty of new releases, new product introductions, and new applications can be challenging for customers to determine the best way to take advantage of these innovations.
In addition, many customers have years of customizations and integrations that need to be maintained, periodically upgraded, or retired in favor of native Salesforce features or 3rd party AppExchange applications.
All the while, business users and business rules change, creating a constant demand for workflows and other automation, analytics, and customizations, thus increasing the number of projects/requests that have to be handled by IT and Operations teams.
The very extensibility and flexibility that Salesforce offers can often come with surprises, like costs and resourcing requirements, which many organizations don't factor into their long-term plans and budgets.