Customization v. Generalization

In business…
Generalization is a simplifying process.
Customization is a complexifying process.

In other words…
If the thing is becoming complex, you are customizing.
If the thing is becoming simple, you are generalizing.

If you meant to generalize but the thing became complex, you unfortunately customized it rather than generalizing it.
If you meant to customize but the thing became simple, you unfortunately generalized it rather than customizing it.