Yep, definitely. As a really bad analogy, if you are in the ice cream business and ask a customer, they will recommend you changes in flavors, but if there was, say, a huge chance in a new kind of popsicle, they'd never tell you about that. There's also a dichotomy between the things they'll ask for and what you need to get them to stay with you, or get other users sold. You can make an existing user really really happy (which I approve of), but in doing so, you might not be expanding market. Just trying to retain them is not a good solution, but there's a balance there.

But yeah, the customer is not usually going to tell you the world takeover strategy.

I kinda wrote something about that here - http://michaeldehaan.net/post/118860078737/the-rockpaperscis...