In the case of most B2B services, the only tangible thing that the customer sees when buying a service is the service contract. Thus, it is not a big leap of imagination to say that a high quality contract is needed for a high quality service, and the sooner contractual issues are addressed the better. While contracts professionals and lawyers can make a valuable contribution to product life-cycle management, few people involved in new product or service design, or development, have contracts or terms high on their agenda.
KATRI REKOLA, Rekola Design and HELENA HAAPIO, Lexpert Ltd
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