Chapter 8. OPEN SERVICES INNOVATION FOR SERVICES BUSINESSES
Much of the discussion in this book so far has shown that businesses need to think of themselves as service businesses in order to escape the commoditization trap. Being a service business, however, is by no means enough to guarantee any organization an innovative future. You will need to build a platform for your services business, and sustaining it over time will require the platform to evolve so that it grows in value for your customers and others who participate in it. If you can do this, that platform can also grow in value for you as well.
We start with ways for your service to learn more from your customers and to do a better job of collecting information from your customers' ...
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