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.
3.
Intellectual: Segment customers on the basis of their current knowledge and understanding of the company and its products
A. Knowledge of company and company product
3. Knowledge of product technology
Little- very limited exposure, may be new to the market
| No. | SIC | Year | Note |
| 1 | 5731 | 1994 | At Radio Shack customers can call a toll-free number to get a general idea of whether a product is worth repairing. For $20, a prospective customer can get an itemized estimate that will be applied to the repair bill. |
| 2 | 7375 | 2000 | By focusing on newcomers, AOL has become the world's leading Internet provider. It recently surpassed 25 million subscribers. The company's secret: dumbing down the AOL interface to appeal to the millions who might otherwise have balked. Its strength is getting first-time users while rivals like Prodigy go after businesses. In favoring simplicity over functionality, AOL persuaded computer-shy users to try e-mail, instant messaging and other tools–and got them hooked. |
| 3 | 8051 | 2001 | In order to update its services, American Healthways has invested $40 million in high-tech gear like clinical information systems that give nurses guidelines to follow when calling patients. |
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