Many companies now recognise service as a strategic mainstay
in supporting their revenue generating activities, according
to recent research undertaken by Downton Consulting and the
AFSMI into current and future trends in a number of service
industries.
Yet most product-based businesses would never consider –
or accept – the idea of services replacing products in generating
the bulk of their revenue and profit. The assumption is that
service, at best, can become more efficient – thereby saving
money and reducing costs.
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