Lean strategy : categorised by the ability to reduce inventory and waste. Agile strategy : the whole supply chain needs to be interactive and flexible.

Customers understand their experience of a service very well. The problem is that most organisations often develop their services at arm’s length.

In Part One we talked about the concept of servitization as an integrated product-service offering that creates additional customer value and aims to gain a competitive edge against a globalised commodity products marketplace.

It is a great time to be a customer. More and more technology is empowering customers and this is driving companies to be increasingly customer focused.