I don't mean the actual person, because I think he's a tool, but rather someone in that role. They need someone who is the customer interface guy, the marketer, the go-to guy for questions, answers, and issues. Someone who is there specifically to connect with customers on a daily basis. Things like this shouldn't exist unchallenged: http://www.adminaddict.net/topic/6066-is-xenforo-dying/ And when someone brings up valid questions which affect what they invest in for their site forum, threads should be locked. There shouldn't be a perception, let alone reputation that asking legitimate questions from a customer perspective will result in a locked thread. For goodness sake, don't turn this into supporting or rebutting the opinions in the link. Thats not the purpose. The purpose is to advocate a more open exchange with the company through a person dedicated to that task.