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Consumer Behavior-1
Consumer Behavior Background
Danny AbramovichMarketing Plan Specialist
1 .Management2. Marketing
3 .Research4 .Segmentation
5 .Consumer Behavior6. Creativity
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0. Course Introduction, Main Topics
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0. Course Introduction, Main Topics
Management, Marketing, Research
Segmentation, Consumer BehaviorCre8ivity
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0. Course Introduction, Main Topics
Management
Marketing
Research
Segmentation
Consumer Behavior
Creativity
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0. Course Introduction, Schedule
1. Management
2. Marketing
3. Research
4. Segmentation
5. Consumer Behavior
6. Creativity
part1
part2
part3
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0. Course Introduction, Methodology
© Danny Abramovich
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Management
Marketing
Marketing Research
Market Segmentation
Consumer Behavior
C r e a t i v i t y
0. Course Introduction, Methodology
© Danny Abramovich
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0. Course Introduction, Why CB?
Most marketing decisions & regulations are based on CB assumptions.
Most marketing practices that are designed to influence CB, do influence the firm, the individual & the society.
CB theory provides management with many proper questions to ask.
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0. Course Introduction, it’s all about
CONSUMER
BEHAVIOR
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0. Course Introduction, it’s all about
CO
A
NS
R
UM
K
ER
E
BE
T
HA
I
VI
N
OR
G
M
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0. Course Introduction, it’s all about
CO
A
A
NS
R
N
UM
K
A
ER
E
G
BE
T
M
HA
I
E
VI
N
N
OR
G
T
MM
E
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0. Course Introduction, it’s all about
CO
A
A
NS
R
N
UM
K
A
ER
E
G
BE
T
M
HA
I
E
VI
N
N
OR
G
T
MM
E
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0. Course Introduction!
CB is taught since 1970’s
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1. Management Definition
1. Management 4. Segmentation2. Marketing 5. Consumer Behavior3. Research 6. Creativity
Management is . . .
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1. Management Definition
Planning
Executing
Controlling
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Management
1. Management Methodology
© Danny Abramovich
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1. Management Introduction
Vision
Strategy
Tactics
Standards & procedures
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1. Management Introduction
Vision
Strategy
Tactics
Standards
is a mental image of a possible and desirable future that is realistic, credible, and attractive.
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1. Management Introduction
Vision
Strategy
Tactics
Standards
A world in which buyers and sellers can conduct commerce anywhere, anytime, and in any way they choose.
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1. Management Introduction
Vision
Strategy
Tactics
Standards
Mobility expanding into new areas… …life goes mobile.
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1. Management Introduction
Vision
Strategy
Tactics
Standards
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1. Management Introduction
Vision
Strategy
Tactics
Standards
is concerned with the firm’s choice of business,
markets and activities, thus it defines the overall scope
and direction of the business (Kay, 1996).
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1. Management Introduction
Vision
Strategy
Tactics
Standards
The basis of our daily commitment is to ensure
the sustainable and profitable growth of the company, while always observing balance and financial transparency.
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1. Management Introduction
Vision
Strategy
Tactics
Standards
We work to help people and businesses throughout the world
realize their full potential.
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1. Management Introduction
Vision
Strategy
Tactics
Standards & procedures
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1. Management Introduction
Vision
Strategy
Tactics
Standards & procedures
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1. Management Introduction
Planning
Executing
Vision Controlling
Strategy
Tactics
Standards & procedures
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1. Management Business Plan
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1. Management Business Plan
B u s i n e s s P l a n
Financial Plan
Marketing Plan
Operational Plan
HR Plan
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1. Management!
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Course Main Topics
Management
Marketing
Research
Segmentation
Consumer Behavior
Creativity
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2. Marketing Definition
1. Management 4. Segmentation2. Marketing 5. Consumer Behavior3. Research 6. Creativity
Marketing is . . .
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2. Marketing Definition
Marketing is the social and managerial
process by which individuals and
groups obtain what they need and want
through creating and exchanging
products and value with others.
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2. Marketing Evolution
Production orientation“Can we make it?”
Selling orientation“Can we sell what we make?”
Marketing orientation“Can we determine what consumers want that we can make and sell profitably?”
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Management
Marketing
2. Marketing Methodology
© Danny Abramovich
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2. Marketing Plan Definition
Marketing Plan is . . .
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2. Marketing Plan Definition
A Marketing Plan is a written
document containing description and guidelines for an organization’s or a product’s marketing strategies, tactics and programs - for offering their products and services over the defined planning period, often one year.
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2. Marketing Plan: No short-cuts!
Give a man a fish
and he eats for a
day, teach him to
fish and he eats
every day.
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2. Marketing Plan: No short-cuts!
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2. Marketing & Marketing Plan!
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Course Main Topics
Management
Marketing
Research
Segmentation
Consumer Behavior
Creativity
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3. Research Definition
1. Management 4. Segmentation2. Marketing 5. Consumer Behavior3. Research 6. Creativity
Consumer Research (CR) is . . .
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Management
Marketing
Marketing Research
3. Consumer ResearchMethodology
© Danny Abramovich
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3. Consumer Research Content
Definition Research Approaches Secondary Data Primary Research Methods Projective Techniques Types of Survey Questions Sampling Techniques Upgrading Consumer Information
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3. Consumer Research
Definition
The systematic gathering, recording and analyzing of data that yields information about the motives and needs of consumers, in order to be able to influence marketing planning, execution & control.
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3. Consumer Research
Definition
Research Approaches Positivism, Interpretivism
A CB research approach that focuses on consumer decision making (objectivity).
Positivism
Interpretivism
A CB research approachthat focuses on the act of consuming rather than on the act of buying (subjectivity).
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Positivist ApproachPositivist Approach
ObjectiveObjective
PredictionPrediction
IndependentIndependent
Real CauseReal Cause
SeparationSeparation
Interpretivist ApproachInterpretivist Approach
SociallyConstructed
SociallyConstructed
UnderstandingUnderstanding
ContextualContextual
SimultaneousShaping
SimultaneousShaping
InteractionInteraction
3. Consumer Research
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3. Consumer Research
Definition
Research Approaches
Comparison
Positi-vism
Interpreti-vism
Nature (General)
Rationality:objective-single reality
Complexity:no single right or wrong
Goal (CB)predictunderstand
Methodologyquantitativequalitative & quantitative
Findingscan be generalized to larger populations
often not generalized to larger populations
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3. Consumer Research
Definition Research approaches
Secondary data
InternalExternal
Company records
Proprietary
data
Non-proprietary data
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3. Consumer Research
Definition Research approaches
Secondary data Advantages/ disadvant.
AdvantagesDisadvantages
+ availability
+ inexpensive
+ may shed light
on the matter.
- quality of data
- limited to desk
research.
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3. Consumer Research
Definition Research approaches Secondary data
Primary research methods
SurveysObservations
Mail @ Phone: e.g. CATI or omnibus
Direct/ Indirect e.g. ethnographvs. garbology
InterviewsControlled
ExperimentsPersonalFocus Group
CATI = Computer Assisted Telephone Interview
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3. Consumer Research
Definition Research approaches Secondary data
Primary research methods Desk vs. Field Research
DeskField
- Surveys- Interviews 1:1
- Observations
- Focus Groups
- Experiments
@
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3. Consumer Research
Definition Research approaches Secondary data
Primary research methods Quantitative vs. Qual.
QuantitativeQualitative
- Surveys
- Observations
?
- Interviews
- Focus Groups
- Experiments
?
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3. Consumer Research
Definition Research approaches Secondary data Primary research methods
Projective techniques
Research procedures designed to identify consumer’s subconscious perceptions & motivations:
- Word association…
- Sentence completion or - Third person description…
- Psychodrawing
Bubble drawing
“preparing for a holiday”:
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3. Consumer Research
Definition Research approaches Secondary data Primary research methods
Projective techniques Example
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3. Consumer Research
Definition Research approaches Secondary data Primary research methods Projective techniques
Types of survey Questions
Veto-criteria Q?
Closed format Q?
Open format Q?Demographic Q?
Keep It Short
& Simple
KISS
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3. Consumer Research
Definition Research approaches Secondary data Primary research methods Projective techniques Types of survey questions
Sampling techniques
Non-probability SampleSystematic SamplePopulation (universe) Probability SampleSimple Random Quota
CensusCluster
JudgmentConvenience
mp
S
l
gn
i
a
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3. Consumer Research
Definition Research approaches Secondary data Primary research methods Projective techniques Types of survey questions
Sampling techniques (ex. 1)
Non-probability SampleSystematic SamplePopulation (universe) Probability SampleSimple Random
Example:call every
“n”th personin the phone book.
mp
S
l
g
i
a
“n”
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3. Consumer Research
Definition Research approaches Secondary data Primary research methods Projective techniques Types of survey questions
Sampling techniques (ex. 2)
Non-probability SampleSystematic SamplePopulation (universe) Probability SampleSimple Random
the total group that
the marketer wants to study.
mp
S
l
g
i
a
“n”
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3. Consumer Research
Definition Research approaches Secondary data Primary research methods Projective techniques Types of survey questions
Sampling techniques (ex. 3) mp
S
l
g
i
a
QuotaCensusCluster
JudgmentConvenience
When different segmentsare represented inthe total sample.
“n”
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3. Consumer Research
Definition Research approaches Secondary data Primary research methods Projective techniques Types of survey questions
Sampling techniques (ex. 4) mp
S
l
g
i
a
QuotaCensus
ClusterJudgment
Convenience
When it is difficult toask too many “n”s, everybody in selected areas (clusters) isbeing asked.
“n”
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3. Consumer Research
Definition Research approaches Secondary data Primary research methods Projective techniques Types of survey questions Sampling techniques (ex.)
Upgrading Consumer Info.
CRConsumer Research (data)
MISMarketingInformation Sys.
CRMCustomer Relationship Mgt.
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3. Consumer Research MIS
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3. Consumer ResearchCRM & e-CRM
Is managing consumer research
information complex?
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Knowledge/ContentKnowledge/Content
ManagementManagement
LogisticsLogistics
FinanceFinance
Industry-Industry-Specific Specific SolutionsSolutions
LegacyLegacySystemsSystems
VoiceVoice
(IVR, ACD)(IVR, ACD)
E-MailE-Mail
DirectDirect Interaction Interaction
SalesSalesAutomationAutomation
MarketingMarketingAutomationAutomation
Mobile SalesMobile Sales
(Prod. CFG)(Prod. CFG)
FieldFieldServiceService
Portal/Portal/ExtranetExtranet
EDIEDI
E-MailE-Mail
SuppliersSuppliers InternalInternal CustomersCustomers
FinancialFinancial
Data MartData Mart
HRHR
Data MartData MartProductProduct
Data MartData Mart
Closed-Loop ProcessingClosed-Loop Processing
(EAI Toolkits, ETLM tools, (EAI Toolkits, ETLM tools,
Embedded Mobile Agents)Embedded Mobile Agents)
CustomerCustomer
Data MartData Mart
OrderOrder
Data MartData Mart
System to System to SystemSystem
Su
pp
lier
Inte
ract
ion
Cu
sto
mer
Inte
ract
ion
Operational
SCMSCM
ERPERP
CRMCRM
ConferencingConferencing
WebWebStorefrontStorefront
CollaborativeCollaborativePlanningPlanning
ConferencingConferencing
ManufacturingManufacturingExecutionExecution
WarehouseWarehouseManagementManagement
TransportationTransportationManagementManagement
TransportationTransportationPlanningPlanning
DistributionDistributionPlanningPlanning
SupplySupplyPlanningPlanning
ManufacturingManufacturingPlanningPlanning
E-BusinessE-BusinessAnalytical
OrderOrderManagementManagement
ServiceServiceAutomationAutomation
Web/Web/IntranetIntranet
HumanHumanResourcesResources
Manu-Manu-facturingfacturing
Demand Demand PlanningPlanning
IntelligenceIntelligence
ProductProductLifecycleLifecycle
AnalyzeAnalyze
DesignDesign
BuildBuild
DeliverDeliver
DataDataWarehouseWarehouse
Modern Corporate Information Technology Infrastructure and e-CRM
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3. Consumer Research!
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Course Main Topics
Management
Marketing
Research
Segmentation
Consumer Behavior
Creativity
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Part Two out of Six