
20 • e Strategic Project Leader
as thecustomization becomes more popular and features become more
similar, causing a service provider’s price margins to fall.
Deep within each stakeholder, service-based project leader, customer,
and team is the aspiration to grow and change. Service-based project
leaders seek to understand these aspirations and customize experiences
to initiate and guide change in themselves and in their respective organi-
zations. Service value is increased when experiences meet or exceed cus-
tomer expectations, allowing change to become possible.
Project managers oen operate at the service level of this chain; project ...