In the early days, when a user of my program ran into a problem, he/she just contacted me to ask for help. Resulting in a nice and friendly conversation, where I would ask questions, and the user would provide more detailed information.
Ultimately, in most cases, resulting in a satisfying outcome, either me helping the user use the software, or the user helping me fix a bug. Nice, fruitful, effective …
However, here’s what we’re seeing more and more nowadays, especially for our mobile apps, but it’s becoming more common for our desktop apps too:
A user runs into a problem, and instead of asking for help, immediately jumps to complaining about it in a public place like the App Store, the Android Market, Facebook or Twitter. Just stating the problem… no request for help, no conversation and therefore in most cases: no solution. More »
We just received the following email from our rep at 
This year, the 
Last week I searched Facebook for any active groups about ISVs and software marketing in particular. And to my surprise, there don’t seem to be any.
Once in a while, I try to take a “fresh” look at my website. I just put one of our product pages on my screen, I sit back and try to imagine what it looks like for a new visitor, who just arrived there after a Google Search. 
Three months ago, we released a major (paid) upgrade for our Music Collector software, version 9. Since then, about 15% of our existing customers have upgraded. Not bad at all.
Here’s something from a project I have been working on off-and-on for the past few months: Rewriting the entire shopping-cart system of the Collectorz.com site. 
Offering a free trial edition is an important tool to sell more software, I think we can all agree on that. But how do you make that trial editon available to potential customers?
Remember my post about 
