Vitas [Zenfolio]:Let me comment on the process part. We are using the agile approach, which is not exactly SCRUM, but it works for us. Take a look at our news page (http://www.zenfolio.com/zf/news.aspx). We are delivering new releases every two months. Some releases are heavier with customer-facing features, and some include architectural and infrastructure investments that may not be immediately obvious. Strict adherence to the agile process is the reason why highly requested features, such as themes customization, were pushed out into future releases. Increased traffic, storage capacity, and customer base, with the goal of maintaining the highest possible levels of service reliability and responsiveness, forced us to make hard choices about front-loading "back-end" features. If you are familiar with the agile process, you will understand exactly where I'm coming from -- our "backlog" changes dynamically based on customer feedback and business requirements.
Speaking as a software developer myself, I am intimately familiar with agile development methodologies. Every single one of them involves these core parts: deliver early and deliver often, and communicate with your customers throughout the whole process. You may be delivering every two months, although the extreme lack of customer-facing feature deliveries is very telling, but you sure as hell get a failing grade in the communicate with your customers part. "We're working on it, but we won't say anything else about it" as a repeated mantra for 6 months or more while advertising a feature as coming soon on your page to entice customers to sign up is disingenious at best, and downright duplicitous at worst.
Do you remember how eager your customers were when you first started this forum? Do you get the same feeling from them now, or do you feel like they're distinctly turning hostile? Be honest with yourselves when you answer that.
I wonder if perhaps the deafening silence about even the remotest timeframe when your paying customers can expect features that have been asked for for months has anything to do with that newfound hostility on your customers' parts?