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Feature Article
(Source:
CRM Daily
)
In the Quest for Innovation, Are Customers an Obstacle?
The Web offers designers and innovators an unprecedented and powerful mechanism to test their ideas. They can mock something up, put it online, and get immediate feedback. The approach may be the ultimate experiment in letting users collectively design products. But experts say this crowd-sourcing approach has limitations and downsides.
Can a company blunt its innovation edge if it listens to its customers too closely? Can its products become dull if they are tailored to match exactly what users say they want?
These questions surfaced recently when Douglas Bowman, a top visual designer, left Google. In a rare display of independence among otherwise tight-lipped current and former Googlers, Mr. Bowman laid out on his blog the reasons for his abrupt exit, creating a bit of a commotion in the technology blogosphere.
There was no sugarcoating. Mr. Bowman essentially said that Google was not friendly to designers.
Read the entire
CRM Daily
article.
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