Final Customer Purchasing from an Intermediary of the Product

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

A piece of equipment or product- a specific product apart from the company or process

No. SIC Year Note
1 5521 2004 A certified premium luxury sedan commands an average premium of $2,792 over an uncertified dealer-sold used car while a certified luxury SUV costs $2,401 more than its counterpart. The lowest premium is $623 for a certified standard compact sedan.
2 5731 2004 CompUSA charges $17.99 for a two-year replacement policy on a $59.99 Netgear Inc. wireless router for home net works, even though Netgear's warranty will repair or replace it free for three years.
3 6141 2001 American Express started issuing credit cards in the U.S. in 1993 and created the international Blue Card in 1997. The new U.S. version blue Card came out in 1999 and it has a microchip and secure online purchasing and transfer options.
4 7372 2004 RealNetworks is starting another online music service with an Internet song store integrated into the latest version of its widely used RealPlayer online video and audio program. The new Real Music Store will sell songs for 99 cents each or albums for $9.99. It will try to compete in an increasingly crowded field now led by Apple's iTunes Music Store. But like iTunes, the Real Music Store also encodes songs in a format based on the AAC format. That enables the new RealPlayer 10 to play back songs downloaded from other online stores.

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