[adekok]

FTA:

> ... the solution is to reinvent Adobe: to change the system from within. If Customer Success could talk directly to Product Engineering, then the bugs would get fixed, and the volume of complaints would go down, making everyone’s lives easier.

That process is enormously beneficial. I run an open source project, and spend a good chunk of my day answering low-level tech support questions. These are often "where is the ANY key". But a high percentage of them are people with real issues. I listen, fix the issues, and give feedback.

The result is enormous customer satisfaction. They get responses (and fixes) in 15 minutes. Their previous commercial solution would be 6 months, if they were lucky.

Shortening the feedback loop is a well-known engineering principle. But apparently not known enough in software companies. For systems with negative feedback, low latency is very positive.

More companies should have engineers deal with customer issues.

[dublinben]

This is a perfect example of why the open source programming model (licensing concerns aside) is superior to closed source when it comes to any mission critical program. You cannot let your entire business rely on a single company's buggy software.