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.
2.
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
Information and knowledge
| No. | SIC | Year | Note |
| 1 | 4813 | 1991 | Time Warner is a big MCI customer because of its billing system: "billing is a key factor in selecting a carrier." |
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