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

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


No. SIC Year Note
1 5611 2002 The new CEO of Jos. A. Banks Clothiers upgraded the quality of all products when he took over in 1999 by eliminating the middleman and having goods made to Banks' specifications. Additionally, instead of buying from a sales rep, as it once did, Banks does the designing in-house, buys the fabric, and tells the outside companies that sew the products what materials to use. Banks now offer several grades of fabric in all products. In suits, they range from luxury wool to lower thread-count varieties.

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