Before you launch your start-up or release your product, you need to have a plan in place for supporting your customers. There's really nothing that can shoot your chances for success down faster than launching and immediately failing to support those first folks who give you a try. Conversely, providing a stellar support experience for your first customers is one of the quickest ways to ignite word of mouth marketing and ensure repeat customers.

But before you can make a plan for customer support, you need to do a little soul searching and surveying.