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However, for local business customers, the cultivation of relationships with small businesses is important. Unlike consumer and local business segments whom Kinko's do not have a special serve or formal sales relationship, the commercial solutions segment is served by a direct sales force. This segment can be divided by customers' needs into two lines of businesses: facilities management and non-facilities management. Non-FM sub-segment customers value speed, price and customer service which is almost the same as local business and consumer customers while FM sub-segment customers have requirements not only for quality and speed but also for cost control, competitive pricing, and experience or expertise...
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