They bought into it when they were a tiny company over 7-8 years ago and barely used it for a few years, a few yeas ago me and some other devs joined and said why do you have this and why spend this much money for storing a customers email and some notes when we you also have 2 other systems doing the same thing. We tried to pull them away and build a small system for their small needs but that's when they dug the hole ten times deeper with numerous integration. No matter how big or small the integration the prices add up quickly. They were a company with out developers at one point and still never learned to ask if we can do something vs buying into mailchimp or salesforce plugin. No matter what the CEO wants he's afraid to take away the salesmans costly toys.