[mgkimsal]

Perhaps overly semantic, but... there's a conflation of "care about customers" and "cared about business goals" there. Ideally, they're the same thing, but not always. And if you care about customers, but are 'managed' in to doing things which are clearly at odds with what the customers are wanting... you're in a bind.

[pcthrowaway]

Also a conflation of customers and the users (mentioned upthread).

The business's goal is generally to extract as much value as possible from its ability to balance servicing customers and users, and managing operations. I've never worked anywhere where there isn't a fair bit of conflict of interests between those three groups