What are the limitations to involve customers in decision making process from SMEs perspective?
No, you mustn't involve customers in decision making process.
Yes, you have to listen their wishes, their expectations and their needs.
But you are the one who make final decision abaout products and services after analizing customers need and expectations and of course competitors' offers and complete market...
This is very complex issue so we can discuss it ...
Involvement of customers may be by considering seriously their feedback while making a decision; direct involvement need not to be preferred.
Yes I agree. I wrote that: you have to listen their wishes and needs. But you and your team have to make final decision regarding those needs and wishes but also situation on the market and after analyzing offers that your customers can find in offer of your competitors...
Thank you very much for your valuable comments and contributions. The discussion may be extended towards more detailing.
Thanks once again.
Acknowledging the value of their input but withholding the authority to make the ultimate decision and reserving the right to adopt what works and discard what doesn't is always a delicate dance in the engagement process. Ultimately it is about the customer/stakeholder feeling heard and valued so that they can accept your decision not to adopt their recommendation. You will not always win with every stakeholder, however, how you handle that situation can make a huge difference in how other, silent stakeholders get on board with your vision and direction.
Costumers may provide input for decision making, but involving them would mean investing on R&D and that is not what SMEs stand for as they have a small share of the market.
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