Final Customer Buying from the Product Producer

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

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

d. Maintain

Answer questions during use

No. SIC Year Note
1 2813 2004 Air Liquide, the French producer of industrial gases found a way to produce gasses in small plants on-site at customers' factories. Staff is stationed permanently at client sites -putting them in a prime position to help customers improve operating efficiency and increase output quality. These teams are given greater autonomy and able to act on new opportunities. These high-margin services constitute about 25% of Air Liquide's revenues.
2 3571 1991 Compaq significantly shifts distribution strategy: will have special, highly-trained dealers and start charging customers for services. Computer industry's distribution channel is experiencing a painful evolution.
3 3694 1988 Telxon has a 24-hour hotline for customer service.
4 7372 1991 WordPerfect's 5.1 upgrade gives users "help" in whatever feature they are currently using, instead of having to return to the "help" menu.
5 7372 1997 Few companies are as diligent as Microsoft in monitoring the moves and statements of customers and competitors and responding quickly with a call or email.

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