“It is often harder to convince management to let users have what they want –especially if there is no quantifiable business case for it.”

This mindset completely astonishes me. Isn’t what user’s want the very definition of the absolute BEST business case you can make? It certainly is in my mind, but it still amazes me how “new” this idea is and it supports my view that old-school business practices have been primarily about making a profit first and listening to customer needs only as a last resort. Making a dollar is not the bottom line. (Business leaders everywhere faint in the aisles.) Making your customers happy is the bottom line.

Management that must be convinced to let customers have what they want is management that should be fired faster than they can reach for their morning latte.

Great post; great points!

-Z