[musiccog]

'Customer Support' is treated as a cost-center in far too many businesses. Good customer support can be used as a marketing tool - a differentiator to competitors.

But in the case of bugs and feature enhancements, this requires a more (..and I hate to say the words..) a more 'agile' approach.

In my experience, there is often a big gap between Support and Engineering.

If I were given a choice between delivering new features and fixing existing ones, I would always choose the latter.

Make an existing customer happier, and make future sales more viable.