Final Customer Purchasing from an Intermediary of the Product

Maintain Steps: Maintain steps include all activities required to keep the product in working order. These steps include the costs the customer incurs to diagnose and correct product problems.

Knowledge – Add knowledge

1. Process where product is used – Explain how product can or should operate in customer cost system.


No. SIC Year Note
1 5411 1997 Home economist offers weekly cooking classes in kitchen above store. Customers pick recipes off stacks hanging in stores isles. Placards in wine section describe different kinds of wines and which meals go best with them. Note: AII of these are examples of providing customers with additional information.
2 5621 2001 Sales staff at Chico's use a hands-on approach with the customer, personally assembling and delivering items to the dressing rooms, which have no mirrors, so shoppers must rely on the advice of employees and fellow shoppers.
3 6211 2000 Among those moving toward more personal service is discount-brokerage firm Charles Schwab. With a customer base that brings in 250,000 online transactions a day, the firm holds the biggest share of the online-trading market. But Merrill Lynch, the nation's biggest brokerage firm, has made inroads since its bold move online last year. Several factors are fueling the increased interest in personalized services on the Web. Some investors want help in dealing with difficult decisions. Other don't have the time to constantly monitor their dealings.
4 6321 1990 Employers Health Insurance has a complex data base of scripts that employees can read to customers on the phone. Callers who ask questions that aren't covered in the scripts can be referred to specialists at any point. Saves telephone time.
5 8082 1997 Matria is addressing this market by providing services that benefit both the patient and the provider/payor. The patient benefits by receiving individualized screening and education, easy scheduling, 24 hour access to a perinatal nurse, and more.

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