Roots in open source: I ran the Gentoo Linux project from 2001 to 2005. From there, I did software engineering for a healthcare startup, and went on to create the Customer Support team, after acquisition and product launch. My team earned numerous awards from 3M, owing to the customer loyalty we engendered. From there I was recruited to Engine Yard to realign the customer experience.
Developers often develop with the assumption that they, themselves, represent their customers. This is a productive assertion up to a point. When does it become unproductive, and how to anticipate and deal with the change?