Received my book today, and quickly jumped to the Case Study on Constant Contact in Chapter 7. Wonderful example of how a company can turn to their customers in order to provide a high-level of support for an application - as well as serve as "educators" in a way to "pay-it-forward". I especially like the 5 key items at the end of the chapter - far too often those key points have not been considered and product communities "die."