Chapter preview · Arc VI — Compounding Advantage
Chapter 22 — Product Valhalla
When Service Evolves Into Relationship
How tangibles transform from one-time transactions into ongoing relationships through service layers, creating customer value and competitive moats beyond the initial hardware sale
Tangibles' continuous engagement with the customer opens new revenue streams. Where the post-sale relationship for a durable good is mostly a liability – warranty, support, returns – or at best a limited maintenance stream, a tangible's post-sale relationship is the foundation of added-value services. This chapter measures the difference – in years of retention and in dollars of lifetime value.
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