In the high tech world, a key source of both revenue and customer satisfaction is the service contract. The seller promises certain benefits to the buyer and has a strong financial reason to continuously honor these promises. The buyer has specific on-going needs that have to be met and depends on the seller to satisfy those needs.
In this article, first published in the September 2008 issue of American Laboratory, we explore the reasons behind the purchase and sell decisions and show that having a win-win relationship is in the best interests of both parties – it creates a mutual dependence that leads to both customer satisfaction and customer retention.

Click here to download the article in .pdf format.