This is a classic case of a Change Request (a potential feature) that a particular customer is requesting and at this point in time, its not clear if other customers might find it useful. Irrespective of the RoI on implementing this feature for this one customer, a Product Manager should look at possibilities to address his customer needs. From that perspective a win-win approach would be to use your Services team to do a customer implementation for this customer, in a seperate code branch, that they need to maintain and rebase for every release. This comes with a cost overhead and this is something the Product Manager should negotiate with the customer that since this is not a standard feature and is being implemented specifically for you, we have to charge you for it and present the cost of implementation + Services cost for maintaining the same for as long as customer wants. In future, if the Product Manager finds that this feature is useful for other customers, then it can be added to backlog and producticed with due diligence on the priority.