Getting Real by 37signalsby Parker on TwosThe developers should talk to the customers tooUse inline help and FAQs so your product doesn't require a manual or trainingStrive to build a a tool that requires zero trainingQuick turnaround time on support queries should be a top priorityCustomers don't expect your product to be perfect and they don't expect that all of their features will be implemented. However, customers do expect that you are listening and acknowledging that you care, so show that you careGet bad news out there and out of the wayBe as open, honest, and transparent as possible. Don't keep secrets or hide behind spin. An informed customer is your best customerOften times adding a new feature may even be more important to your app than fixing an existing bugThe last thing you want is an environment where bugs are shoved under the rug instead of openly discussedSuccess is all about great execution