Final Customer Purchasing from the Product Producer
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.
B.
Resources: Reduce resources required for the use of the product
2. Time – Reduce the time the customer must spend with the product
c. Improve wait times in the process
Reduce wait times in the process
Increase service capacity
| No. | SIC | Year | Note |
| 1 | 3571 | 1991 | The combination of toll-free customer service and, when necessary, the promise of repairs within 24 hours are big reasons why Dell has often outranked its rivals in customer surveys. |
| 2 | 7372 | 2003 | Intuit focuses on after-sale support which means it has answers to questions on its Web site, chat rooms for tech help, and phone support for tax questions. Intuit accounted for 69% of tax software sales and 76% of retail revenue in 2002. |
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