I think that's the point he's trying to make this. But who communicates this to the customer? How decides what features are built (in a larger company)? Who pi

I think that's the point he's trying to make this. But who communicates this to the customer? How decides what features are built (in a larger company)? Who pitches these new features to potential customers? At a big enough company where the engineers aren't the ones doing this work, the benefits of any engineering achievement is moot if those other 3 groups don't do their jobs well.