I think it really hinges on the number of users. In one job we did some development of who could see the advantages in technology in making their life easier and giving them more time for what they considered the important things.

Some years later when I was working for a very small company we were sub-contracted to the main contractor. The more you went up the feeding chain the more likely people were to be late delivering and then blame someone else. I was only ever involved in two meeting with the ultimate users. There were a good percentage who were resistant to change and others who introduced usage scenarios that they could not even explain clearly. Only a few actually tried to move things forward. It was no surprise that big projects run late and over budget often failing to deliver what is wanted!