This is continuum to the session The secret recipe for creating vendor lock-in.

Support is fun and your business is profitable when you create top class customer satisfaction. It's not about bits and Drupals, it about interacting with people. Here we can discuss and share experiences on success stories and failures so that the whole Drupal community can benefit from these. The aim is to give people concrete tools to do better support, create more satisfied customers and use that as a competitive edge to the whole Drupal ecosystem.