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A service-focused strategy

Services are not afterthoughts. With a service-focused strategy, organisations are able to communicate innovative ideas in a more tangible and convincing way. This approach also enables organisations to offer the right services for customers and serve them at the right time. Together with a trial-and-error approach , organisations are able to offer services that are less risky and make customers come back for more.

A service strategy should not only provide strategic direction, but should clarify how service should be organised for customers across the organisation, instead of creating one more help-desk.
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