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.
B. Needs to avoid sources of anxiety
2. Limitations set by time: Segment customers according to the causes of the limitations set by time.
Delay related to purchase and installation: Segment customers according to delays before the customer receives or can use the product.
Segments where delays are the result of too many benefits
|1||0||2000||Customer automated phone service gets more customer satisfaction when it streamlines its menu to three options and two levels so that the customer won't get lost.|
|2||3571||2003||The smaller computer brands are often built with higher performance components. The machines aren't loaded down with prepackaged software like the bigger names like to add. The smaller brands also offer more personal customer service.|
|3||3571||2004||International Business Machines has been effectively exploiting customer dissatisfaction with complex technology, deploying armies of consultants to help different kinds of hardware and software operate more like a single system.|
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