What you say sound more or less the same as what the Twitter thread says. Enterprises with complex and unique workflows come to a software vendor with a checklist of features, and complex highly configurable software checks all the checkboxes. It doesn't matter that the software is almost impossible to use. For some reason, usability is never one of the checkboxes.

The root of the problem is that the people holding the checklists are not the same people who have to use the software. Which was the point of the Twitter thread.