This book has four main parts. Each part serves as a prerequisite and drives the next part. Knowing what your customer needs is key to lay a strong insight foundation. Building on these insights, innovation management is both an art and skill to ensure good balance between timing and resource. Innovation, both product and service, is not a one-off event. It needs a life of its own, breathing and growing. Investing in your most valuable asset - employees, sometimes overlooked by many executives, will only bring to life those service innovations built from the insights. To continue innovation...