I'm hanging out at webMethods HQ this week at their Customer Council event. They bring in customers to talk with various folks about direction, support, quality etc. This is one of the positives with working with webMethods. They are a very approachable software company. Access is provided to all levels of folks within the organization. This was a big selling point to me when evaluating webMethods.
Of course the other big benefit of this event, is meeting the other customers and sharing stories. It's always good to find out what others are doing and what they are experiencing.