Ian Bicking: the old part of his blog

Comment

For the customer? No, benefit they could perceive (by design). This would have to be done as unbilled work. Which is possible, since this is an internally developed product, not something that belongs to a customer, and we aren't recouping costs on a service basis. Of course, if we wanted to sell more on the basis of service, this investment would allow a greater margin (if we bid).

Thankfully I don't have to explain any of this to a customer, only to people in the company. That's part of the idea of packaged software, I guess: someone else does this thinking (and investment) for you, and you (the customer) don't have to consider things like development environments.
Comment on Rewriting and Refactoring
by Ian Bicking