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This is one of the innovator’s dilemmas: Blindly following the maxim that good managers should keep close to their customers can sometimes be a fatal mistake.

Clayton Christensen
Mistake, Good Man, Sometimes
Clayton Christensen (2015). “The Innovator's Dilemma: When New Technologies Cause Great Firms to Fail”, p.4, Harvard Business Review Press
This is one of the innovator’s dilemmas: Blindly following the maxim that good managers should keep close to their customers can sometimes be a fatal mistake.