There — I’ve said it! It goes against every marketing man’s credo. I suppose in some industries (retailing, for example) it’s reasonable to proceed on the basis that the customer is usually right — because you can respond quickly to sales feedback. But in relation to technology (where the lead times for radical technologies are more substantial), the customer doesn’t have a clue what he wants — until one day you provide it. And you can’t build a serious technology business by being customer-focussed at the outset.
I’ve always been convinced of this, but thought that I was just a loner — until I read this lovely rant by Quentin.