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.

Emotional: Segment customers according to the personal emotional needs of the segment.

B. Needs to avoid sources of anxiety

1. Risks in relationship: The customer segment needs reassurance it can trust

An individual – a specific person, apart from the company or process

No. SIC Year Note
1 0 2001 IBM put a managing director in charge of each major account so that clients would have one high-level contact who could get any question answered.
2 7336 1999 Colorscope color image preparation firm's president and a Colorscope engineer visit each customer once a year, going through everything the firm knows and finding out if it can help the client improve anything the client is doing.
3 8011 2001 Some doctors, aware that patients prefer to spend more time with their doctors, are extending their office visits to please their patients. In addition, doctors are taking more time to explain their medical decisions because of the growing number of treatments available, the overall growth in the number of managed-care plans and the increased number of patients who want to discuss their treatments.

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