Being a veteran of a few failed startups, I have noticed one very common theme. Yes, the Chief Whatever spent too much on the marketing slideware. But, the technologist which were entrusted to deliver product to customers where more interested in making sure of the following:
1- Any bad stuff which happens, is not my fault
2- And my fiefdom and all if its minions can not be blamed for any wrong doing
3- I created the coolest and newest widget
The problem with this type if mindset is the whole point is missed. And that point is the customer does not care about who's fault it is or how cool! The customer wants to have what it needs to deliver to their end customers.
so, your saying how does a CEX avoid poor customer focus:
1- The CEX's of the company need to avoid any golden cows. These are the people who the CEX have trusted for many years. These golden cows need to be either removed form their positions of honor or held accountable for their actions. when the CEX surrounds himself with yes people or people he has run business with the CEX does not get the truth
2- CEXs need to pay attention to human resource actions especially terminations and resignations. A CEX can notice if a manager is not in a proper place by noticing a high number of
terminations and resignations. If a manager terminates a person then employs a person, then the new person leaves shortly after being hired. There is a problem! The manager may be a great technologist, but is not a leader or a manager.
3- CEXs need to look inward. If a CEX finds himself justifying actions of one of his sacred cows, they need to stop and think! Is the problem with my trusted operative.
What if your not a CEX, how do help your company change?
1- Stop doing items 1,2,3 from the first paragraph. Change your mindset to, what did I do wrong to have a dissatisfied customer? This is a major mindset change and one which may take an almost spiritual undertaking. As a technologist you take pride in your work, you put many hours in. How could I have done anything wrong? You didn't, your mindset was wrong!
2- Focus on the customer! Some may be saying I am too low level to have an impact. You just fell into the trap of 1,2,3! Being aware of your customer at the entry level all the way up to the CTO is imperative. If you are maintaining any part of a project, you are important!
3- Don't walk over the trash! Yes, if you find something that can be fixed, fix it! Please follow whatever process there is in place for releases etc. but fix it! Don't let the process be the excuse for you not taking care of your customer!
In conclusion, I know organizations are very complicated. But my whole point is don't let the organization stop you from caring about your customer. Focus on providing for the customer and you will be surprised how successful you will become.