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:

Convenience Leader: The company can be counted on to be the industry leader in convenience innovations.

No.	SIC	Year	Note
1	5521	2002	America's Car-Mart Inc. has a financial plan that fits their blue-collar customers. 18% of buyers end up having their car repossessed. Customers of Car-Mart usually pay weekly or biweekly and usually make payments between zero and 17% of the car's cost. Each customer's pay plan is based upon their income and expenses. The scheduled payments are made around a customer's paydays and, if needed, the company will cash paychecks for their customers. On average, a customer pays off the car in 22 months.
2	5731	2001	Tweeter electronics retailer aims to build a more informed sales staff able to bond with its customers. To do so, the company keeps 28 full-time trainers on staff, averaging about one trainer per new salesperson for Tweeter's five-week training program.
3	5900	2003	95% of Staple's new corporate clients choose to deal online. One of the biggest advantages of the B2B technology stems from order-management applications. These programs give clients better control over what is bought online.
4	6211	2000	Financial institutions have long tried to become the sole source of the financial products their customers buy. To that end, they have mined the data they collect on what the customers buy, and have mined data they collect on the behavior, assets, and needs of those customers. The companies' basic goal is to develop a fuller financial picture of the clients to help them manage their expenses more efficiently and make more suitable risk adjusted decisions about their investments.

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