To better understand the role technology plays in the service departments of U.S. manufacturing companies, Salesforce Research conducted its “2016 Connected Manufacturing Service Report.” More than 200 executives participated in the nationwide survey conducted online by Harris Poll on behalf of Salesforce from February 1-17, 2016. The research found that executives believe service plays a vital role in their businesses. However, service agents do not always have access to the latest technologies in the field, which requires return trips to customer sites due to a lack of updated customer information and other issues. And many companies are still using paper-driven or other outdated processes when managing and analyzing customer information. Regardless, executives believe in a technology-enabled future, reporting that wearable devices like watches and glasses will play an important role in service operations, and that within the next ten years products will become “loss leaders,” while services will be revenue drivers.