Really informative article, I'll definitely be saving this for future reference :)
You would be surprised the amount of clients that never haven't talk to their users. Although, I had my share that did talk to them, but could care less what they said.
Some days I feel like Marcus from the Profit... okay I see you have an over complex process, your product is decent, but you don't know what part of product your users care about. Give 100% control of your web presence for the next 6 months.
Ahahahh so true. But I guess it is also our role to convince clients that this is really important.