The most fundamental characteristic of modern software is that it is extensive . Some products, if installed with different options, can vary substantially in size. But as seen by the user, these components are just as much a part of the product as the executable program.
First users appreciate items like on-line hypertext help and documentation.
Then they expect them, and soon they demand them. This kind of massive support around the core of an application is becoming a prerequisite for software products, especially those in large, maturing markets. I remain a firm believer that, all else being equal, the product that delivers the greatest functionality and performance to the customer will win out in the end. But there's no law of engineering that requires a powerful product to look crude or behave in a less than civilised manner, as if products somehow derived virtue from the software equivalent of exposed screw heads, sharp corners, and chalky grey paint. Simply compare the appearance of AutoCAD with Excel or Word for Windows.