Core Product
or Service
Auxiliary
Services
"At Time of Sale"
"During the
Relationship"
"What a great deal"
"This product makes
a difference"
"That's a great
upgrade or line
extension"
"That new application
of the product is
just what we need"
"They always find
ways to make me
appreciate them
even more"
"They are helping me
to innovate and do
better all the time"
"What they
buy"
"How they
want to
do business"
Newness and Improved Performance
Source: CSC Index and Treacy & Company
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