Final Customer Purchasing 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.

Resources: Reduce resources required for the use of the product

2. Time – Reduce the time the customer must spend with the product

c. Improve wait times in the process

Reduce wait times in the process

Increase service capacity

No. SIC Year Note
1 3571 1991 The combination of toll-free customer service and, when necessary, the promise of repairs within 24 hours are big reasons why Dell has often outranked its rivals in customer surveys.
2 7372 2003 Intuit focuses on after-sale support which means it has answers to questions on its Web site, chat rooms for tech help, and phone support for tax questions. Intuit accounted for 69% of tax software sales and 76% of retail revenue in 2002.

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