A new Executive Briefing from the Cambridge Service Alliance, 'Seven Critical Success Factors in the Shift to Services’, sets out a roadmap for making the shift to services journey.

It identifies the seven critical success factors (CSFs) in order to deliver services successfully and gives firms a set of key actions to do this. Critical success factors (CSFs) for any business are defined as the limited number of areas in which results, if they are satisfactory, will ensure successful competitive performance for the organisation. In other words, a critical success factor is a key factor or activity needed to ensure the success of a firm.