Question: In the second Value Chain Analysis Explained ( 6 minutes, 1 4 seconds ) , the presenter states that activities should be identified as client

In the second Value Chain Analysis Explained (6 minutes, 14 seconds), the presenter states that activities should be identified as client-facing versus nonclient facing. Why is that distinction important to a service organization?
 In the second Value Chain Analysis Explained (6 minutes, 14 seconds),

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