I think configurability depends on how important your tool is to the core job function or role being performed, where it becomes very valuable for helping them directly perform the tasks they and their employer value, vs how much it allows you make problems they don’t value as much get out of the way of the ones they do.

For example, I am a HUGE fan of the way Gusto handles payroll and all the different taxes and form filing for me, because I basically do not even have to think about the problem or fiddle with it at all. But to someone whose job is doing payroll/accounting/taxes or working within giant enterprise HR/legal/finance departments that does more harm than good, because it’s something they have to fight (or less charitably it makes their job too simple).

The other big problem is who is actually making the decision to pay or spend money on a thing, and whether it serves more of a defensive (eg auditability, security, constraints against undesirable behavior) or creative purpose. The creative stuff is sexier but hard to quantify, and end-users won’t actually be willing to pay that much for it relative to how much it helps them or how critical it is to their role.