Customers matter. Customer development doesn't end with product/market fit. Your customer support process is an ongoing dialog with the customer that provides valuable information to just just fix problems, but discover new product opportunities.
Companies that forget the customer are denying themselves the right to innovate.
It started simply enough, there was a fairly obvious $8,364,175.00 error in my financial statement from Mint.com (now owned by Intuit) that prompted me to contact customer support with this email:
Mint is showing "Your $8,364,175.00 purchase from Peated has cleared your PayPal - PayPal Account account."
It should go without saying that I have not spent over eight million dollars on anything. The charge was 175 EUROs.