principles of marketing - marketing : managing profitable customer relationships

Copyright © 2009 Pearson Education South Asia Pte Ltd 1-1

Marketing: Managing Profitable Customer

Relationships

A Global A Global PerspectivePerspective

11

Philip KotlerPhilip KotlerGary ArmstrongGary ArmstrongSwee Hoon AngSwee Hoon Ang

Siew Meng LeongSiew Meng LeongChin Tiong TanChin Tiong Tan

Oliver Yau Hon-Oliver Yau Hon-MingMing

PowerPoint slides adapted by Peggy Su

1-2 Copyright © 2009 Pearson Education South Asia Pte Ltd

Learning ObjectivesAfter studying this chapter, you should be able to:

1. Define marketing and outline the steps in the marketing process

2. Explain the importance of understanding customers and the marketplace, and identify the five core marketplace concepts

3. Identify the key elements of a customer-driven marketing strategy and discuss the marketing management orientations that guide marketing strategy

4. Discuss customer relationship management, and identify strategies for creating value for customers and capturing value from customers in return

5. Describe the major trends and forces that are changing the marketing landscape in this age of relationships


Chapter Concepts1. What Is Marketing?

2. Understanding the Marketplace and Customer Needs

3. Designing a Customer-Driven Marketing Strategy

4. Preparing an Integrated Marketing Plan and Program

5. Building Customer Relationships

6. Capturing Value from Customers

7. The New Marketing Landscape

8. So, What Is Marketing? Pulling It All Together


What Is Marketing?

Marketing Defined

• Marketing is the process by which companies create value for customers and build strong customer relationships to capture value from customers in return.


What Is Marketing?

The Marketing Process

• Understand the marketplace and customer wants and needs

• Design a customer-driven marketing strategy

• Construct a marketing plan that delivers superior value

• Build profitable relationships and create customer satisfaction

• Capture value from customers to create profit and customer equity


Create customer driven marketing strategy

Construct a marketing program that delivers

superior value

Build profitable relationships & create

customer delight

Capture value from customers to create profits

& customer quality

Understand the marketplace and

customers’ needs/wants


Understanding the Marketplaceand Customer NeedsCustomer Needs, Wants, and Demands

Needs are states of deprivation:

• Physical—food, clothing, warmth, safety

• Social—belonging and affection

• Individual—knowledge and self-expression


Customer Needs, Wants, and Demands

• Wants are the form that needs take as they are shaped by culture and individual personality.

• Demands are wants backed by buying power.

Understanding the Marketplaceand Customer Needs


Market Offerings—Products, Services, and Experiences

• Market offerings are some combination of products, services, information, or experiences offered to a market to satisfy a need or want.



Market Offerings—Products, Services, and Experiences

• Marketing myopia is focusing only on existing wants and losing sight of underlying consumer needs.

• Exchange is the act of obtaining a desired object from someone by offering something in return.



Customer Value and Satisfaction

Expectations

• Customers

• Value and satisfaction

• Marketers

• Set the right level of expectations

• Not too high or too low



Exchanges and Relationships

• Exchange is the act of obtaining a desired object from someone by offering something in return.

• Relationships consist of actions to build and maintain desirable relationships.



• Markets are the set of actual and potential buyers of a product.

• Marketing system consists of all of the actors (suppliers, company, competitors, intermediaries, and end users) in the system who are affected by major environmental forces.

• Demographic

• Economic

• Physical


• Technological

• Political-legal

• Socio-cultural


Designing a Customer-Driven Marketing StrategyMarketing Management

• Marketing management is the art and science of choosing target markets and building profitable relationships with them.

• What customers will we serve?

• How can we best serve these customers?


Selecting Customers to Serve

• Market segmentation: Dividing the markets into segments of customers

• Target marketing: Which segments to go after

Designing a Customer-Driven Marketing Strategy



• De-marketing

• Marketing to reduce demand temporarily or permanently

• The aim is not to destroy demand but to reduce or shift it.




• Marketing management is:

• Customer management

• Demand management



Choosing a Value Proposition

• The value proposition is the set of benefits or values a company promises to deliver to customers to satisfy their needs.



Marketing Management Orientations

• Production concept

• Product concept

• Selling concept

• Marketing concept

• Societal concept




• The production concept is the idea that consumers will favor products that are available or highly affordable.




• The product concept is the idea that consumers will favor products that offer the most quality, performance, and features for which the organization should therefore devote its energy to making continuous improvements.




• The selling concept is the idea that consumers will not buy enough of the firm’s products unless it undertakes a large scale selling and promotion effort.




• The marketing concept is the idea that achieving organizational goals depends on knowing the needs and wants of the target markets and delivering the desired satisfactions better than competitors do.




• The societal marketing concept is the idea that a company should make good marketing decisions by considering consumers’ wants, the company’s requirements, consumers’ long-term interests, and society’s long-run interests.



Preparing an Integrated Marketing Plan and ProgramMarketing Mix

• The marketing mix is the set of tools (four Ps) the firm uses to implement its marketing strategy:

• Product

• Price

• Promotion

• Place


Integrated Marketing Program

• An integrated marketing program is a comprehensive plan that communicates and delivers the intended value to chosen customers.

Preparing an Integrated Marketing Plan and Program


Customer Relationship Management (CRM)

• Customer relationship management is the overall process of building and maintaining profitable customer relationships by delivering superior value and satisfaction.

Building Customer Relationships



• Customer perceived value is the difference between total customer value and total customer cost.

• Customer satisfaction is the extent to which a product’s perceived performance matches a buyer’s expectations.




Customer Relationship Levels and Tools

• Basic relationship

• Full relationships

• Frequency marketing programs

• Club marketing programs



The Changing Nature of Customer Relationships

• Relating with more carefully selected customers uses selective relationship management to target fewer, more profitable customers.

• Relating for the long term uses customer relationship management to retain current customers and build profitable, long-term relationships.

• Relating directly uses direct marketing tools (telephone, mail order, kiosks, Internet) to make direct connections with customers.



Partner Relationship Management

• Partner relationship management refers to working closely with partners in other company departments and outside the company to jointly bring greater value to customers.




• Partners inside the company is every function area interacting with customers.

• Electronically

• Cross-functional teams

• Partners outside the company is how marketers connect with their suppliers, channel partners, and competitors by developing partnerships.




• The supply chain is a channel that stretches from raw materials to components to final products to final buyers.

• Supply management

• Strategic partners

• Strategic alliances



Creating Customer Loyalty and Retention

• Customer lifetime value is the value of the entire stream of purchases that the customer would make over a lifetime of patronage.

Capturing Value from Customers


Growing Share of Customer

• Share of customer is the portion of the customer’s purchasing that a company gets in its product categories.



Building Customer Equity

• Customer equity is the total combined customer lifetime values of all of the company’s customers.



Building Customer Equity

• Building the right relationships with the right customers involves treating customers as assets that need to be managed and maximized.

• Different types of customers require different relationship management strategies

• Build the right relationship with the right customers



Major Developments

• Digital age

• Globalization

• Ethics and social responsibility

• Not-for-profit marketing

The New Marketing Landscape


The New Digital Age

• Recent technology has had a major impact on the ways marketers connect with and bring value to their customers

• Market research

• Learning about and tracking customers

• Create new customized products

• Distribution

• Communication

• Video conferencing

• Online data services



The New Digital Age

• Internet—creates marketplaces and marketspaces

• Information

• Entertainment

• Communication



Rapid Globalization

• The world is smaller.

• Think globally, act locally.



The Call for More Ethics and Social Responsibility

• Marketers are being called upon to take greater responsibility for the social and environmental impact of their actions in a global economy.



The Call for More Ethics and Social Responsibility

• Social marketing campaigns encourage energy conservation and concern for the environment or discourage smoking, excessive drinking, and drug use.



The Growth for Not-for-Profit Marketing

• Colleges

• Hospitals

• Museums

• Zoos

• Orchestras

• Religious groups


principles of marketing - marketing : managing profitable customer relationships

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