Core Product
or Service
Auxiliary
Services
"At Time of Sale"
"During the
Relationship"
"Exactly what I
needed"
"Great Selection"
"Extendable and
compatible
with my changing
needs"
"Very responsive"
"Beyond the call
of duty"
"It pays to be a
loyal customer"
"They understand
my requirements"
"What they
buy"
"How they
want to
do business"
Fit And Relationship
Source: CSC Index and Treacy & Company
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