Call center for the U.S.-based computer and consumer electronics firm Dell, operated in india, responds to a Danish customer's product requests. A U.S. L.L. Bean customer discusses the performance fo the climbing boots he recently purchased from L.L. Bean while on his last hiking trip to Mt. Katahdin in maine with L.L. Bean's customer service representative before discussing inventory availability of additional hiking gear for his next trip. A Ford transportation manager discusses automobile to railcar loading operations with a Norfolk Southern operations manager. Each of these interactions and thousands more like them that occur every day represent variants of customer service and value management, concepts explored in this chapter.