Listening to your customers is absolutely mandatory to ensure their satisfaction and making sure they know you listened to them is just as important. Wayne Goldstein takes a look at how simply resolving an issue a customer brings up isn't always enough. Take a look with him at continuous process improvement from the help desk to releasing the software update to fix a problem.
Your issue-tracking and version-management systems are powerful tools that you can use to help you manage change and improve team and individual productivity. This article provides some simple advice on how to use your tracking system to be more productive without introducing excessive overhead.