fundamentals of marketing customer service
DESCRIPTION
for study purposesTRANSCRIPT
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Fundamentals of Marketing & Customer Service
By MRJ
References: Business Today Book, 10th Edition by M.Mescon . C.Bovee. J.Thill
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What is Marketing?
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What is Marketing?
Process of planning & executing the conception, pricing, promotion, & distribution of ideas, goods, & services to create exchanges that satisfy individual & organizational objectives
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Core Marketing Concepts
Needs Wants Demands Products Services Values Satisfaction Quality Exchanges Transactions Relationships Markets
Products & Services
Markets
Needs, wants, &demands
Value, Satisfaction , &quality
Exchanges, Transactions,
&relationships
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Fundamental Marketing Goal
To direct customer’s basics needs into the desire to purchase specific brands
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What is customer Service?
Efforts a company makes to satisfy its customers to help them realize the greatest possible value from the products they are purchasing.
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Marketing Applications
Products Services Non-profit Organizations People (People Marketing) Places (Place Marketing) Causes (Cause Related Marketing)
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Role of Marketing in Society
Helping People satisfy their Needs & Wants by helping organizations determine what to produce.
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Customer Needs
Difference between a person’s actual & idea states; provides the basic motivation to make a purchase
Basic human needs: Food Water Air Shelter Clothing
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Customer Wants
Things that are desirable in light of a person’s experiences, culture, & personality
Producers shape Wants by exposing customers to alternatives
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How to enhance the appeal of products or services
By adding a utility (power of a good or service to satisfy a human need)
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The four utilities
Form utility (consumer value created by converting raw materials and other inputs into finished goods & services)
Time utility (consumer value added by making a product available at convenient time)
Place utility (consumer value added by making a product available in a convenient location)
Possession utility (consumer value added when someone takes ownership of a product)
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Technology & evolution of Marketing
Production Era Sales Era Marketing Era
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Factory Existing Selling & Profits throughProducts Promoting sale volume
Market Customer integrated profits throughneeds marketing customer satisfaction
The Sales Era
The Marketing Era
Starting Point
Focus Means Ends
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Production Era (until 1930s)
Characteristics: Demand for Products Exceed Supply Manufacturers able to sell whatever
produced Seller’s Market (market place
characterized by a shortage of products) Marketing Role to take orders & ship
goods
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Sales Era (1930s-1950s)
Characteristics: Supply for Products Exceed Demand Firms spend more on advertising Firms still focused on selling whatever
produced Buyer’s market (marketplace
characterized by an abundance of products)
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Marketing Era & Relationship Era
Characteristics: Marketing Concept adopting:
Stressing customers needs & wants Concentrating on specific target markets Seeking long term profitability Coordinating with marketing efforts Maintaining long-term relationships with
customers
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Relationship Marketing
Focus on developing & maintaining long-term relationships with customers, suppliers, & distributers for mutual benefit
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Internet & Customer relations
Brings the outside world closer Allows businesses to reach out Establish relationships with customers Market to the world Answer customers questions Better understand of customers “who
& what they want”
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The Importance Of Understanding Customers
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“The aim of marketing is to know & to understand the customer so well that the product or service fits him & sells itself”
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Today’s customers
Sophisticated Price sensitive Demanding
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Why to satisfy customers?
Acquiring new customer cost up to 5 times as much as keeping existing one
Long-term customers (buy more, take less time, bring new customers, less price sensitive)
Satisfied customers are best advertisement With Superior customer service you can charge
customers as much as 10% more than competitor Dissatisfied customers tell 20 other people about
bad experience
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How to measure customers satisfaction?
Analyze customer base: Are you getting new customer? Are you losing good customers? What is your customer retention rate? What are you doing to keep customer
loyalty?
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Why are today customers less loyal today?
They have more (choices, styles, options, services, products)
Have more information from (brochures, consumer publications, internet)
Empowered & raised expectations Products start to look the same Time is scarce Needs & buying habits change constantly
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Not every customer is worth keeping…
“we’ve gotten a lot smarter about separating the customers we do want from the customers we don’t want” says C. Michael Armstrong
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Price, Product Quality, Service quality, Innovation, Image
Customer Perceived Value
Loyalty
Market Share & Profitability
Shareholder Value
Beyond Customer Satisfaction
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How to learn about customers
Consumer buying behavior Marketing Research Database Marketing Relationship marketing One-to-one marketing
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Consumer Buying Behavior
Definition:Behavior exhibited by consumers as they
consider & purchase various products Consider:
Difference between organizational & consumer markets
Buyers decision process Factors influence buyer decision process
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Organizational market
Customers who buy goods or services for resale or for use in conducting their own operations
3 main subgroups: Industrial/Commercial Market (buy to produce) Reseller Market (wholesalers/retailers) Government Market (federal, states, local
agencies)
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Organizational market (cont.)
Buy raw materials Buy highly technical products Complex products Buy consumer products Larger Quantities Complex buying process
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Consumer Market
Individuals of households that buy goods or services for personal use
Purchase smaller quantities than organizations
Simple buying process (identify problem, look for solution, gather information, select alternatives, buy, reassure purchase)
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Consumer Decision Process
Need Recognition
Information search
Evaluation of alternatives
Purchase Post purchase
evaluation
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Cognitive Dissonance
Anxiety following a purchase that prompts buyers to seek reassurance about the purchase, commonly known as buyer’s remorse
Used to enforce sales by:
Guarantees, phone calls, hotlines, follow-up letters
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Factors influence buyer’s decision process
Culture (values, attitudes, beliefs) Social Class (upper, middle, lower) different
in (activities, goals, shopping places) Reference groups (Family, friends, co-
workers, sport enthusiasts, music lovers, computer buffs)
Self-Image “you are what you buy” Situational factors (having coupon, being in
hurry, celebrating holiday, be in bad mod)
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Marketing research
Definition: The collection & analysis of information for making marketing decisions
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When to conduct Marketing Research
Set product goals Develop new products Plan future marketing programs Monitor a program effectiveness Keep eye on competition Track industry trends Measure customer satisfaction
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Marketing Research Tools
Used for probing customers wants & needs Tools:
Personal observations Customer surveys Questionnaires Experiments Telephone or personal interviews Studies of small groups of population Focused interviews of 6 to 10 people (focus
groups) Virtual reality
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Limitations of marketing research
ToolDesignLimitations
Surveys
Administered in artificial settings
Not accurately represent marketplace
Measures the level of service currently provided
Doesn’t identify ways beyond current states
If not carefully worded & administered
misleading
-Poor indicator of future buying
behavior
Suggest what people might prefer or dislike
Not good predictor of what will excite consumers in the future
-Not a substitute for good
judgment
-Source of expensive mistakes
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Database marketing
Process of building, maintaining & using customer databases for the purpose of contacting customers & transacting business
How? Recording & analyzing (customer interactions,
preferences, & buying behavior) Gathering data about customers transactions, requests, &
preferences Determine target customers Customize marketing offers for the best response
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Customer relationship management software
Used to: Interact with customers Remember customer preferences & priorities Capture insights about customers in great detail Calculate customers profitability & future potential Build sophisticated but easily accessible customer
profiles Share data throughout the organization
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Relationship marketing
Focus on conducting two-way communication between company & customer
Used for building long-term relationships
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One-to-one marketing
Individualizing firm’s marketing efforts for a single customer to accommodate specific customer’s need
Key Steps: Identifying your customers Differentiating among them Interacting with them Customize your product or service to fit each
individual customer needs