What Every Contract Manufacturer Needs to Know About Product Development

In the landmark HBR article The Four Things a Service Business Must Get Right, by Frances X. Frei, the author contrasts a product business from a service business. The author opines that in a service business, unlike products businesses, the customer is a key part of the product realization processes. His research leads him to the conclusion that truly great service companies recognize this difference and create strategies that focus on “managing the customer”.

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