Chapter 2. THINK OF YOUR BUSINESS AS A SERVICES BUSINESS

The way you think about your business changes when you frame it as a service. How you relate to your customers, how you construct your business, and the levers you can use to differentiate and create value all can change with a services focus. This is a foundational concept of Open Services Innovation and the topic examined in detail in this chapter. The subsequent chapters in Part One develop each of the other implications in depth.

DEFINING SERVICES

Let's start by defining what is meant by services. As I noted in the Introduction, many services are becoming quite knowledge intensive, and these are the ones that offer the greatest opportunity for new business growth. Since services means ...

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