Intermediary Purchasing from the Producer of the Product

Guarantee Steps: The Guarantee steps include the activities required for the Intermediary customer to keep the product or service in working order for the Final user. These activities include both problem assessment and correction.

Emotional: Segment customers according to the personal emotional needs of the segment.

A. Needs for comfort and status

Status in the community

No. SIC Year Note
1 3711 1987 Cadillac set up a system that links each dealer with engineers who use computerized drawings & bulletins to walk dealers through repairs. Repairs are more effective, and Cadillac jumped from 14th to 7th place in the rankings of service.

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