Its often more complicated than that. I worked on a team that interfaced directly with the semi-technical "Customer Account Managers" who did the technical set

Its often more complicated than that. I worked on a team that interfaced directly with the semi-technical "Customer Account Managers" who did the technical setup for customers on our system. The system itself was pretty old, written by people who no longer worked at the company. There are often a number of things that are wrong with the system or don't scale, and every week there is a new issue that would bring down the system. Without the right manager/PM, other teams would constantly blame my team for fucking up. But every time we tried to work on things that would improve system behavior, a new feature would take priority, or some other thing would blow up requiring the entire teams focus to fix it. So even though we wanted to fix things, we were in this state where we couldn't put out fires long enough to fix the fundamental problems with the system.