It seems so obvious: if you want to develop software that’s useful to people, you’ve got to talk with them. But too many developers take the anti-social approach and consider customer support to be beneath their status…If you really want to write useful software, stop spending all your time keeping up with technology. Don’t worry if your resume isn’t filled with the latest buzzwords. Instead, invest your time in talking with your customers. They don’t care what programming language you use – they only care whether your software meets their needs, and the best way to ensure that is by breaking out of your cone of silence and opening the lines of communication.
Nick Bradbury: If You Want to Write Useful Software, You Have to Do Tech Support