Transform the Total Chain Ann Grackin Published on Jun 1, 2004 When we think about services, the arcane image of a repairman with a wrench comes to the mind, of those caught in the Pleistocene period (era when man first used tools, 2 million to 10,000 years ago). Today's information driven service chain will transform how we engage with information about customers, products, and the environments in which they use our products to make money.

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