I agree that there is a lot of complexity specifically for "mission critical" or "last mile" systems that will not be addressed by the mainstream abstractions for many organizations, but I don't think SalesForce is necessarily the best example. I see the author's hypothesis freeing up time to do a lot more things within organizations that are otherwise on the back burner because you can't get to that feature set, and/or pivoting to solve either a) complex problems that are not yet solved or b) specializing on a layer that is now "platform". Somebody builds AWS, and Azure, and GCP. Somebody has to create, build and maintain the next platform / abstraction too.