When Being "Close to the Customer" Hurts
Business Week looks at Clayton Christensen's 1997 classic on innovation and finds it is still worth reading. An excerpt from the article, which includes an interview with Christensen:
One reason the first book was so well-received, says Roger Martin, the dean of the Joseph L. Rotman School of Management at the University of Toronto, is that Christensen doesn't criticize managers, as many ivory tower professors do in their books. Rather, a major theme is that great managers miss disruptive innovations precisely because they're focused on their customers, working hard to create returns for shareholders, and trying to do everything right.