Pumps are the world's second most commonly used machines. They supply almost a quarter of global demand for electric motor energy. Peerless Pump Co. of Indianapolis has been providing high-end industrial customers with reliable pumps and fire-protection systems for more than 85 years. By focusing on safety, quality, schedule, and cost-in that order-the firm has enjoyed steady growth and even increased its revenue expectations for the future. "Given the enthusiasm and management commitment, they are very attainable goals," says Vice President of Marketing and Business Planning Fred Bock.

1. Do you think Peerless focuses on safety, quality, schedule, and cost in the right order to meet its customers' and distributors' needs? Why or why not? How do you think a B2B company can most accurately determine what its business customers need and want?
2. What benefits does Peerless gain from helping its customers evaluate system repair as a potential alternative to costly replacement of a pump system? What strategies and business tools do you think the company must have in place to fulfill this customer need? Why is it important for Peerless to address it, if it is not as profitable for the firm as selling a new system?