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?