If you've ever said or thought these statements out loud you've wronged your customer.

• “I don’t have time to get customer input. I need to get this [insert blank] launched”
• “I speak to a lot of customers, I know what they need”.
• “I’ve got input from all of our internal stakeholders. It was hard enough getting everyone to agree. Let’s just go with what we have.”
• “This is a best practice that others customer success managers have used. It will work for our customers too”.

Although you're not alone you can always win them back by making them feel valued.