A business can have strong products, capable people and loyal customers, yet find that its next stage of growth depends on something it does not possess. A distributor may need installation and maintenance capabilities to compete for complete projects. A consultancy may need implementation expertise to turn recommendations into delivered results.

Most businesses are built around a transaction. A customer has a requirement, the company fulfils it, payment is made, and the relationship continues for as long as the work remains satisfactory. This model can build a successful company. Yet it also creates a hidden vulnerability: even an excellent supplier can remain easy to compare, easy to negotiate with and, eventually, easy to replace.