This just shows how ass-backwards the whole industry is with its "standard practices", a lot of which I see repeated as advice in the thread. It goes like this:
1. Push a product (or these days, service) at people. Preferably a captive audience. In B2B, that may involve growing an "internal champion" at a customer company, preferably a manager that doesn't need the software themselves, that can be bamboozled by your sales people.
2. Don't explain how the product works or what it does to your sales people. That's techie stuff. Also, once you give your sales people the license to bullshit, it literally doesn't matter what the product does[0].
3. Don't ask your users what they want or like. They don't know what they need. Rely on thorough surveillance instead, as a good "data-driven" shop you are.
4. If some users manage to somehow deliver feedback to you, ignore it. Users don't know what they want, and can't articulate solutions.
5. If the client does not understand how the software should be used, that again means they just don't know what they want. Interfaces are designed to be intuitive. No training is ever necessary. Software manuals? That's so 1990.
6. The so-called "power users" are making point 5 harder. Ignore them with extreme prejudice. After all, them being more productive doesn't earn us more money.
It's a self-reinforcing pattern of industry-wide self-delusion. No wonder so many non-tech people hate technology.
On the "XY problem" someone mentioned in this thread: one of the biggest problems on StackOverflow and other forums, and previously on IRC, is that quite often, the person asking for X actually wants to know X, not the Y, and they especially don't want to have their sanity or competence questioned.
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[0] - Per HG Frankfurt, bullshit is when you don't care if what you say is true or false, as the reality is orthogonal to the goal you want to accomplish.