We blog a lot about customer service here.
Best practices, useful metrics, "how X helps with this" and "how Y helps with that", blah-blah, yada-yada...
I love answering support tickets. And - even though my team hates this - I try to do that every day. No, really, ask our customers. Nothing gives me a better understanding of how things are going, than spending an hour or two talking to our clients.
JitBit
