The need for devs to have a sense of what's happening on the user side, get support requests and work with the customer support is spot on. It really makes a w

The need for devs to have a sense of what's happening on the user side, get support requests and work with the customer support is spot on. It really makes a world of difference. The crucial issue though is to also have competent CS working with the dev team. It's not easy to have two separate teams share info and collaborate efficiently, it requires skills, and these skills need to be on both sides of the table. That makes it harder to retrofit these setups in an existing org when these aspect where completely ignored at hiring time for instance.