Customers are more important than the cool . Gadgets and gizmos are great. I love them myself. However we have to always focus on what the customer, the ultimate bill payer, wants. Focus on their needs, then bring in tools around you to give customers what they want.
Response time is more critical than ever .
In today's Internet-fast world you can't wait. We just saw a painfully devastating result of the Russian government's slow response to the downed submarine, the Kursk, and the tragedy that resulted. This was largely because of their refusal to respond fast enough. Your customers want and require fast response time. E-mail not answered in over 24 hours is pathetic.