Symptom: The organization has technical experts who design products, but not enough people whose primary job is to represent the needs of the clients.
Those who are focused on technical excellence love build large, complex solutions than use available technologies for "quick hit" projects. If the organization lacks a separate client-liaison (sales) group whose focus in business rather than technology, then no one in the organization is paid to represent clients' needs for business results and unresponsiveness will be endemic.
Another (more generic) way to state the problem is as follows:
