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MUSOLINO
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CHAPTERMarketing: Marketing:
Building Customer Building Customer RelationshipsRelationships
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Evolution of Marketing
Production Era - Up to early 1900s Selling Era - 1920s-1950s Marketing Concept Era - 1950s -
1980s Customer Service Profit
Customer Relationship Era - 1990s+
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Marketing Strategies inNon-Profit Organizations Find a productive
board of trustees (Directors)
Make marketing the focus; not short-term sales
Know your mission and review mission strategy regularly
Practice strategic planning
Carefully segment target market
Train & develop volunteers for long-term
Be frugal- know how to manage finances
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Elements in the Marketing Mix
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ProductProduct
MarketinMarketing g
ProgramProgram
PlacPlacee
PromotioPromotionn
Buy at Buy at Computers Computers
‘R Us‘R Us
PricPricee
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Marketing Process
1. Find Opportunity2. Conduct Research3. Identify Target
Market4. Design Product5. Product Testing
6. Brand Name, Design & Price
7. Develop Distribution System
8. Design Promotional Program
9. Build Relationship With Customer
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Product Design
Concept Test
Test Market
Package Design/Brand Name
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Where They Got Their Names
Taco Bell Glen Bell Days Inn Cecil Day Bose Corp Amar Bose Ty Inc. Ty Warner Bristol-Myers William Bristol
& John Myers
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Source: World Features SyndicateSource: World Features Syndicate
Founder(s)Founder(s)
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Pricing Strategies
Cost-Plus
Value-Based
Competitive
Going-Rate
Skimming
Discount
Loss-Leader
Psychological
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Source: Perdue University, May 2005
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Other Things To Keep In Mind With Price Payment Period Allowances
Regular Seasonal
Bundling Trade Discounts Price Flexibility Credit Terms
Price Differences Target Customers Geographic Areas
Volume Discounts and Wholesale Pricing
Cash and Early Pmt Discount
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Source: Perdue University, May 2005
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Place Decisions
Direct Sales Reseller Sales Market Coverage
Intensive Selective Exclusive
Inventory Size Logistics
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Source: Perdue University, May 2005
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Advertising Mascots
Meow Mix Cat – 35 years Tony the Tiger – 54 years Toucan Sam – 45 years Geoffrey the Giraffe – 35 years Coca-Cola Polar Bears – 13 years MGM Lion – 78 years
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Source: World Feature Syndicate
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Market Research Process
Define the Question
Collect Data
Analyze the data
Choose the best solution and implement
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Marketing Data: Least Error Method
1. Put someone in charge.2. Give everyone a method of collecting
data.3. Identify the right data.4. Centralize the data.5. Use the Data.
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Source: cmomagazine.com, September 2004
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Sources for Marketing Research InformationSecondary Data
Government Publications
Commercial Publications
Magazines Newspapers Internal/General
Sources
Primary Data Surveys Focus groups Interviews Observation Online surveys Questionnaires Customer
comments
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The Marketing Environment
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EconomicEconomic
SocialSocial
TechnologTechnologyy
GlobalGlobal
CustomeCustomerr
CompetitivCompetitivee
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Why Should You Market To Women? Women control 80% of all household
spending. Women purchase 81% of all products
and services manufactured. 80% of all checks written are signed by
women. 85% of all automobile purchases are
influenced by women. In 2005, 4.7 Million women were self-
employed.
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Source: St. Louis Small Business Monthly, May 2004
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Different Markets
Consumer Niche One-to-One
Business-to-Business (B2B)
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Market Segmentation
Target Marketing
Geographic Demographic Psychographic Benefit Volume
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Influences onConsumer Behavior
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CultureCulture
SubculturSubculturee
Reference Reference
GroupGroup
Cognitive Cognitive
DissonanceDissonance
CustomeCustomerr
LearningLearning
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Consumer Decision Making
Marketing mix
•Product
•Price
•Place
•Promotion
Marketing mix
•Product
•Price
•Place
•Promotion
Psychological
•Perception
•Attitudes
•Learning
•Motivation
Psychological
•Perception
•Attitudes
•Learning
•Motivation
Situational
•Type of Purchase
•Social surroundings
•Physical surroundings
•Previous experience
Situational
•Type of Purchase
•Social surroundings
•Physical surroundings
•Previous experience
Sociocultural
•Reference groups
•Family
•Social class
•Culture
•Subculture
Sociocultural
•Reference groups
•Family
•Social class
•Culture
•SubcultureDecision-Making Decision-Making ProcessProcess
•Problem RecognitionProblem Recognition
•Information SearchInformation Search
•Alternative evaluationAlternative evaluation
•Purchase decisionPurchase decision
•Postpurchase evaluationPostpurchase evaluation • (cognitive dissonance)(cognitive dissonance)
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Planning For More Business What do we do well-and not do well? What are we really selling? To whom do we sell? How do we reach our target group? How can we break through the clutter?
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Source: Investor’s Business Daily, February 9, 2004
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Business-to-ConsumerE-Commerce as % of Sales
0.00% 0.50% 1.00% 1.50% 2.00% 2.50%
2005
2004
2003
2002
2001
2000
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Source: U.S. Census, May 18, 2006; http://home.earthlink.net/~lindberg_b/GECGrwth.htm, accessed August 5, 2006
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Business-to-Business (B2B)
1. Number
2. Size
3. Geographic Concentration
4. Rational
5. Direct Sales
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Top Marketing Tactics of Small Businesses
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
Web Sites Search EngineKeywords
CommunityRelations
PublicRelations/Media
Coverage
E-mail Marketing Direct Marketing
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Source: Investor’s Business Daily, June 1, 2004