I think that for B2B software, the right approach is "service first!": you should consider service processes as equally important as the business processes your

I think that for B2B software, the right approach is "service first!": you should consider service processes as equally important as the business processes your product supports. For each feature, you should ask yourself "How will we provide customer support for it?" The answer does not need to be "self-service", but don't add customer service as afterthought to your product.