[wccrawford]

I agree. There's a fine line between preventing problems before they occur, and wasting time fighting problems that don't exist.

For a startup, I maintain that your time is better spent developing like a crazy person and let the chips fall where they may. (There are extreme cases, of course, but I hope that any customer issues are driving development, since that's kind of the point of a startup in the first place.)

For an established business, a lot more time needs to be spent on the customer's experience and maintaining that relationship.