My counter-view (sitting, between product and customer).
Product have made something that's not quite right. We ask them to fix it. They don't want to, as they're adding the latest shiny new feature instead.
This makes sense to them, shiney got given budget, fixing something would mean them admitting they screwed up before and there'll be a teensy bit less shiny/budget. They don't like doing that.
So, I have to fix it. I can't charge the customer more, I can't internally pay product less, so I just got myself some additional work.
I can then repeat this process for each customer - or hope that product pick up the fix/feature and integrate it.
This second favoured option whilst easiest for me, sticks in the craw a bit as it's not really motivating product to actually make what we need - throw something out the door, and it'll get fixed if we missed anything important.
Now, obviously you get to point when you lose your rag a bit - and tell the customer it's all borked, tell them to escalate it, and sit back as product fixes product. This can only be used rarely, too often and the customer twigs it's all messed up internally.
A better alternative, and something we seem to be moving towards, is to slice the company the other way - Take chunks of sales, site, delivery, support, product to create a 'functional slice' through all of them. Common purpose, common(ish) pot of money - "We" have a problem, "We" need to fix, or our whole slice is screwed (and the multi-VP shit will rain down equally on all of us).
Above still isn't perfect (more services, than product) but even as a small step, if you get product closer to the customer it improves. Not just people feel more involved in actually providing a solution, but helps shape the product roadmap - These aren't just new "Shiny Features" - They're "A Shiny feature we know if we add to the product, has landed us all another million dollars in the next release".
I guess if I had to sum it up, it's just being more open and then trying to align all the interests. People want to do a good job, but asking them to sacrifice themselves to do something they'll never be rewarded for just demeans and pisses them off, which leads to resentment, which leads to the internal barriers, fiefdoms and all the rest.