Or they do have an idea what the users want, but it is still bad... at my job, the non-technical managers bought the SAP marketing koolaid, promised our interna

Or they do have an idea what the users want, but it is still bad... at my job, the non-technical managers bought the SAP marketing koolaid, promised our internal users the cool new stuff they were going to get with the new software, and we in the IT just want to scream and say, no, you can't get that, that's not supported, or will take a year to build because we would have to revamp almost everything ourselves... and, yes, all because at SAP no one knows what users need. We have had several rounds with SAP PMs already were they basically said "huh, that's interesting, that's how you work with the software? We need to discuss this internally." Well... good thing you didn't ask before launching the new version then.