Customer Support
It may seem obvious, but the better the quality of the product, the lower the customer service expense.
And the high quality of the product relates to the development processes used.
In our past company, we saw the results of the practical-but-mandatory nature of our development process. And, there is a direct correlation between good-quality software and customer service expense. Duh. Yeah, I know. But this isn’t always obvious to people who should know better.
Jan McCleery - from the Duck Pond 