Can’t agree more to everything. Had seen Sam’s introductory lecture some time back and it has influenced our customer engagement at walkinto. In our case it was important to create a channel that works. We choose a less obvious channel a Google+ community. Currently half of all our users are part of it. We use this community for active engagement — feedback, bug alerts, bug reports, feature polls and everything else. We do have a dedicated help desk that mainly Amit or I manage. Starting with a focus group and few key features that they’ll love and then building on both axis have helped us so far. It’s a good path to take. Another seminal lecture is one by Chamath on manging growth.