Isn't it the classical enterprise software situation where the user is not the buyer? These are bought by administrators from sales reps based on features that appeal to "leadership". Its the same with any SAP or other major vendor implementation, the software itself is a steaming pile of crap, but it ticks all the boxes a non-user wants to see (compliance and reporting and whatnot). There is no incentive for the vendor to "waste" money on usability.