My take on this - our business users want usability and configurability with all the functionality features they need...but no more! Our business users get tangled up in configuration options that have to be set even if it is for functionality they aren't going to use. They will accept the complexity as long as it is applicable to their needs, but as soon as they see extra steps in a process or additional configuration decisions that are driven by features they don't want, they start climbing the walls. Ideal state for my business users - all the functionality on their requirements list and ease of use that is not complicated by features they don't need. In other words they want to have their cake and eat it too!

Follow on question: In the SaaS world, do you see us getting to a point where customers can truly pick and choose the functional features they want and "put together" the solution that best fits their combination of functionality and usability?