Being overburdened with customizations can be an indication of failure in the product management team/processes. Customer problems are rarely as unique as they believe them to be. Great product managers will hear the request but find the underlying need behind the request and build a solution to address that need rather than just writing up the customer request and passing it to the engineering team. It's over-quoted, but Ford's line about his customers asking for faster horses is apropos. Hear the need behind the request and intelligently address that and you'll arrive at a coherent product rather than a collection of one-off features.
