When it comes to prioritizing investment in a company’s technologies, there’s no question that departments directly handling the customer will usually come first.
William Band, VP, Principal Analyst at Forrester recently reported on results from Forrester’s Forrsights Software Survey Q4 2012. The top three areas of a business to receive technology investment? Not surprisingly, sales came first (42%), with customer service tying for second with corporate services (36%).
But in this survey of 2200 software decision-makers, ahead of marketing, in fourth place, comes field service at 27%. After all, field service is ultimately customer-facing – and therefore an area of business that must excel at offering top service. If techs have access to high quality technology, their customers will absolutely feel it -and of course, the opposite is also true.
This point comes across even more strongly in the mobile portion of the survey. Field service came in second after sales, at 42%, when 704 mobile software development decision makers were asked which departments get the most focus when it comes to mobile software strategy and investments.
So where do your company’s priorities lie? Is field service in the top three? And if not, are you ready to start making a bigger investment in your techs’ success?