Having been on the other side of this - often times our users are unhappy with the unfinished features, but our customers are delighted.
That is to say, the CxO or director we've sold to has everything on their checklist and is getting "good enough" results out of their organization. Our job is to understand which of the unfinished features will cause grumbling and which will motivate users to convince an executive to switch to a competitor. It's very unusual for the former to ever be worth prioritizing.
Yeah it is the sad but true state of affairs. Bad for users is OK as long as it makes money. But without pleasing the people you sell to how do you compete?
I think you misunderstood.
His point is that the user who uses the product can be different from the one decides and pays for it (often the case in B2B).
So you actually pleases the people you sell to, just not this specific type of users.
That is to say, the CxO or director we've sold to has everything on their checklist and is getting "good enough" results out of their organization. Our job is to understand which of the unfinished features will cause grumbling and which will motivate users to convince an executive to switch to a competitor. It's very unusual for the former to ever be worth prioritizing.