"In other words, it is more of a training issue," he wrote. Another 30 percent he categorized as nice to have and/or just plain bad business practices. Ten percent never implement customizations. That leaves about 10 percent of customers "where the customization meets a genuine void in the business requirements, has a good ROI and is within the budget for initial deployment (and later maintenance)." I must say that this is the first analysis of this kind I've seen and would be very interested in whether resellers who are involved in customization have opinions about this view. Tetlow says it's more about picking the right product and adopting best practices.