You're too kind Patrick. I have mixed feelings about recording what users do, it feels a bit invasive to me...do people know exactly how much of their behaviour you're recording? Our Desktop app never calls home for that reason. I realize expectations are different when using a web app, but still...I don't know, maybe I'm old fashioned. I'm not saying that you need to listen to customers at all costs, but I find that watching them use the tool (knowing that they are being watched since you're right there or you asked them to run an online usability tool) is a SUPER-valuable way to get info, very often surprising, out-of-left-field, I-never-would-have-tested-for-that info.

I better go to bed. :)