Originally Posted by
qbnkelt In software development you have an existing platform under which you have to develop. Developers have to maintain the design integrity for the platform for which you are developing. You cannot violate that integrity.
Within the business model of software development, BlackBerry is the business owner. The developers are contractors to the business owners, they design to the specifics of the business owner. The customers of BlackBerry are the carriers, they sell phones to the carriers who then sell to their customers. The customers of the carriers are the end users.
You are talking about end user satisfaction when you talk about customer satisfaction. The end user does not direct software development, they would send requirements to the business owner who then puts then in a backlog for development. Feedback from end users should be used by the business owner to determine which backlogged items should be put in development. However, the end user does not direct development directly to the developer or contractor.