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Listening to Your Customer (Or Not)

by The Cutter Business Technology Council, Vince Kellen

If there's a mantra in IT, it's "Listen to your customer." We've had that preached at us -- and preached it ourselves at others -- almost from the beginning. In this month's Opinion, Council members, along with Cutter Consortium Senior Consultant Vince Kellen, look at the wisdom of this advice. Not surprisingly, they detect ways it can skewer you -- and ways that not following it can hurt you as well. So you almost can't win. What else is new?

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Listening to Your Customer (Or Not)September 2007

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Cutter Consortium, founded in 1986, is a global IT advisory firm helping organizations forge solutions to the business technology challenges they face. Through its research, consulting, and training, Cutter assists enterprises as they create, implement, and maintain IT systems and organizations that support business objectives and encourage innovation. Cutter pushes the thinking in the field by fostering debate and collaboration between thought leaders from different domains, countries, and disciplines. As a completely independent entity that has no special ties to vendors, Cutter Consortium is beholden to no one and dedicated to providing completely objective, unbiased information to its clients. Cutter Consortium gives you access to the top thinkers in IT.

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Listening to Your Customer (Or Not)