Ask HN: What customer support-related topic should I do a talk on?

Excellent idea. Where are you doing this? If its in NYC I can help work on this. Topics 1. Cost v efficiency v customer satisfaction triumvirate 2. Do you use Customer support as a cost center or lead in to future customers 3. Online FAQ,wiki,guide content readability 4. What metrics are customer support people incentivized on, how can they be optimized for the specific business 5. B2B customer support vs B2C 6. Is there a feedback mechanism to either product or sales

I'd like to put together a breakfast for startup operations folks in the next month to discuss customer support related issues that are important to startups. What topics are people interested in? The idea is I'll get the best speaker available given the topic.