It's easier for a company to build on existing customer relationships than to attract new clients, argues Larry Crosby. Creating services tied to a product is a great way to expand a business relationship, he suggests. Crosby points to Xerox as a firm that used its product line to launch a service operation that helped revitalize the company. Click link for the original article:
http://knowledge.wpcarey.asu.edu/article.cfm?articleid=1817