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Ask any company what they do and they will tell you about what they make or what they sell. Very few will tell you about the value or outcomes that they create for their customers. Creating, or co-creating, value is what the transition to services is all about. “Servitization” is not a word that I like very much, but it has become a popular term in service literature to describe the transition of companies from a manufacturing, or goods-dominate, company to one that is more services-dominate.
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\r\nDOUG MORSE, Services Transformation and Innovation Group LLC
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