Listening to NPR on my way into work this morning. A story about problems with the Veteran's Administration had a panel with a VA administrator, a military veteran, and somebody who worked for a firm that navigated the VA system on behalf of former soldiers.
The key take away from this story is that designing to meet the needs of the "system" instead of meeting the needs of our users is a much more prevalent mistake than I thought. It appears that this happens outside of computer applications and extends to bureaucratic systems as well, specifically the VA.
The bottomline is this - systems must be designed to meed the needs of users, not internal systems. Secondly, until this becomes a widespread maxim in business, there will always be a need for Customer Success Managers and Leaders.