falconne
meep
Yes, we conduct focus groups. Yes, we do market research.... but the single biggest driver of enhancements, fixes, etc?
Complaints on segment-focused websites. Sure, there's just inherently fewer law librarian blogs or legal research discussion boards than there are boards discussing a given game -- but even the shrillest and seemingly most inane complaints are given attention, and nearly all of them (within reason... sure "this sucks" isn't helpful feedback no matter what you're building) are at least discussed for potential improvement. In fact, our marketing communications team will quite often jump into discussions -- and not anonymously, but spelling out who they are -- to dig deeper into forum/blog complaints. I manage a team of technical analysts -- and it's also not at all unusual for US to be put in touch with the complaining party to figure out how to alleviate the complaints.
I can back that up too. I used to work at a company that created a popular system utility software and the developers were told to spend a lot of time on the forums, official and unofficial, to find out exactly what the customers are having trouble with, what they are asking for. No amount of focus groups and paid market research can make up for actually going to the people using your software in the real world and seeing how they're doing with it.
Market research is all that companies that make physical consumer products can do, but software companies have the advantage that their users tend do go on forums and complain about problems, or ask for new features. The most successful companies are the ones that give people what they want and they know how to farm this information.