> If customer support is a "cost center" for you, you're doing it wrong. I think this can even be rephrased to "your engineering-team is doing something wrong"

> If customer support is a "cost center" for you, you're doing it wrong. I think this can even be rephrased to "your engineering-team is doing something wrong". Where I work we had a product which represented without any doubt the majority of our customer-service's tickets. Almost all of the tickets were related to deployment-issues. This got communicated back to engineering. We fixed deployment, and now it's hardly in the support-stats any more. If the organization just ignores feedback like this, customer support being costly should come as no surprise.