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

Company capability: Company capability that crosses all products
Function Leader: The company can be counted on to lead the industry in Function innovation

Choice of products

No. SIC Year Note
1 3576 2000 Cisco doesn't always provide the best technology, but it rarely lets a customer down. Cisco uses acquisitions to fill gaps in its technology and relies on its huge base of router customers to improve market share in LAN switches and other products.

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