If I'm running a small business or a department with limited resources, I may have a difficult decision to make:

Do I invest in talent or technology?

Here's my guiding principle when addressing this question:

If I have a team of people eager to provide excellent service, the technology doesn't matter...as much. Service zealots will figuratively leap through flames to serve my customers. Similarly, the best technology won't solve undisciplined, unimaginative, or dispassionate service.

Invest in people first. Then acquire the technology that amplifies their passion to serve.