Ask the user

I was reading a good article from Social Computing Magazine by David Le Strat. The article discusses what is wrong with today's ECM where they may fall short but also how they can succeed. It explains that ECM (Enterprise Content Management Systems) are "playing perpetual catch-up to the ever changing behaviors of their knowledge worker". I wonder why is that. I'm sure there are alot of reasons as to why. But one answer seemed to pop into my head. Ask. Why don't people just ask the users what they want and how they work to create a solution that works for the user in the first place. Not the project sponsor, the user.

Last week I attend a webinar called "the Unexpected Retention Tool" presented by 1 to 1 media. Great Speaker, good topic and clear results presented. The unexpected retention tool, was to listen to your customers. In otherwords, ask. Ask your customer what is important to them to help build loyalty. Ask your customer what they need from your company to feel like they have received "excellent" customer service. And ask what can your company can do to continue to improve.

Do companies forget what it is like to be the customer? Do project sponsors forget what it is like to be the user? Save yourselves some trouble and just ask. Remember don't assume, it makes an ass out of you and me.