The main problem for me is the misalignment of goals between upper management, middle management and the rest, the higher you climb the less interested they are in they user/client, they only care about some bullshit metric that will end up paying their bonuses. This is specially visible in public companies where they only chase the metrics that the market looks in that decade, ignoring the rest or the actual user satisfaction (they do try to put a metric on that, with bullshit forms and all :))