transparency
Another great article by Eric Sink over on MSDN: Tenets of Transparency
I think UserScape should score pretty high on this checklist. Your reading #1 right now :-)
HelpSpot will be able to help other ISV's with #2 and #3
Great stuff. I'm excited to get our demo rolling. I think having a timed demo is going to be a big key to our success. Once potential customers see how easy managing their support requests are and the power of the integrated self service features they'll be won over.