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Table of Contents
Chapter 1
Chapter 2
Chapter 3
Chapter 4
Chapter 5
Chapter 6
Chapter 7
Chapter 8
Chapter 9
Chapter 10
Chapter 11
Chapter 12
Chapter 13
Chapter 14
Chapter 15
Chapter 16
Chapter 17
Chapter 18
Chapter 19

Chapter 13: Costs and Prices
Forces for Price Reduction

Postpurchase Support

Sun Microsystems produces large savings by providing software fixes over the Internet.

FedEx lets customers find out for themselves where their package is—thus saving hundreds of thousands of dollars per month in 800 number costs.

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