marketing - chapter 1
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These are the PowerPoint slides for Chapter 1.TRANSCRIPT
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Chapter 1 – Slide 1Copyright © 2011 Pearson Canada Inc.
Chapter OneMarketing: Creating and Capturing
Customer Value
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Chapter 1 – Slide 2Copyright © 2011 Pearson Canada Inc.
Creating and Capturing Customer Value
• Define marketing and outline the steps in the marketing process.
• Explain the importance of understanding customers and the marketplace, and identify the five core marketplace concepts.
• Identify the key elements of a customer-driven marketing strategy and discuss the marketing management orientations that guide marketing strategy.
• Discuss customer relationship management and identify strategies for creating value for customers and capturing value from customers in return.
• Describe the major trends and forces that are changing the marketing landscape in this age of relationships.
Objectives
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Chapter 1 – Slide 3Copyright © 2011 Pearson Canada Inc.
What Is Marketing?
Marketing is a process by which companies create value for customers and build strong customer relationships to capture value from customers in return
But how do we create value?
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Chapter 1 – Slide 4Copyright © 2011 Pearson Canada Inc.
The Marketing Process (Fig. 1.1)
NeedsWants
Demands
Who will we serve?
How will we be
different?
Marketing Mix
Product
Price
Place
Promotion
CRM
Are we actually creating value?
Are our customers satisfied?
Customer Lifetime Value
Share of Customer
Customer Equity
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Chapter 1 – Slide 5Copyright © 2011 Pearson Canada Inc.
Understanding the Marketplace and Customer Needs
• Customer needs, wants, and demands• Market offerings (products and services)• Value and satisfaction• Exchanges and relationships• Markets
Core Concepts
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Chapter 1 – Slide 6Copyright © 2011 Pearson Canada Inc.
Understanding the Marketplace and Customer Needs
Customer Needs, Wants, and Demands• Need
– State of felt deprivation• Wants
– The form human needs take as shaped by culture and individual personality.
• Demands– Wants which are backed by
buying power
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Chapter 1 – Slide 7Copyright © 2011 Pearson Canada Inc.
Understanding the Marketplace and Customer Needs
Customer Needs, Wants, and Demands
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Chapter 1 – Slide 8Copyright © 2011 Pearson Canada Inc.
Understanding the Marketplaceand Customer Needs
• Market offerings are some combination of products, services, information, or experiences offered to a market to satisfy a need or want
• Marketing myopia is focusing only on existing wants and losing sight of underlying consumer needs
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Chapter 1 – Slide 9Copyright © 2011 Pearson Canada Inc.
Understanding the Marketplaceand Customer Needs
Customer Value and Satisfaction Expectations
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Chapter 1 – Slide 10Copyright © 2011 Pearson Canada Inc.
Exchange is the act of obtaining a desired object from someone by offering something in return
Understanding the Marketplaceand Customer Needs
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Chapter 1 – Slide 11Copyright © 2011 Pearson Canada Inc.
Understanding the Marketplaceand Customer Needs
Markets are the set of actual and potential buyers of a product
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Chapter 1 – Slide 12Copyright © 2011 Pearson Canada Inc.
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?
Designing a Customer-Driven Marketing Strategy
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Chapter 1 – Slide 13Copyright © 2011 Pearson Canada Inc.
Designing a Customer-Driven Marketing Strategy
Market segmentation refers to dividing the markets into segments of customers
Target marketing refers to which segments to go after
Demarketing is marketing to reduce demand temporarily or permanently; the aim is not to destroy demand but to reduce or shift it.
Selecting Customers to Serve
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Chapter 1 – Slide 14Copyright © 2011 Pearson Canada Inc.
Designing a Customer-Driven Marketing StrategyChoosing a Value Proposition
The value proposition is the set of benefits or values a company promises to deliver to customers to satisfy their needs
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Chapter 1 – Slide 15Copyright © 2011 Pearson Canada Inc.
Designing a Customer-Driven Marketing Strategy
Marketing Management Orientations
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Chapter 1 – Slide 16Copyright © 2011 Pearson Canada Inc.
Designing a Customer-Driven Marketing Strategy
Production concept is the idea that consumers will favor products that are available or highly affordable
Marketing Management Orientations
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Chapter 1 – Slide 17Copyright © 2011 Pearson Canada Inc.
Designing a Customer-Driven Marketing Strategy
Product concept is the idea that consumers will favor products that offer the most quality, performance, and features. Organization should therefore devote its energy to making continuous product improvements.
Marketing Management Orientations
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Chapter 1 – Slide 18Copyright © 2011 Pearson Canada Inc.
Designing a Customer-Driven Marketing Strategy
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
Marketing Management Orientations
Have you ever been asked:•Would you like fries with that?•Would you like that super sized?
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Chapter 1 – Slide 19Copyright © 2011 Pearson Canada Inc.
Designing a Customer-Driven Marketing Strategy
Marketing Management Orientations
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
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Chapter 1 – Slide 20Copyright © 2011 Pearson Canada Inc.
Designing a Customer-Driven Marketing Strategy
Figure 1.3 The selling and marketing concepts contrasted
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Chapter 1 – Slide 21Copyright © 2011 Pearson Canada Inc.
Designing a Customer-Driven Marketing Strategy
Marketing Management Orientations
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
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Chapter 1 – Slide 22Copyright © 2011 Pearson Canada Inc.
The marketing mix is the set of tools (four Ps) the firm uses to implement its marketing strategy. It includes product, price, promotion, and place.
Integrated marketing program is a comprehensive plan that communicates and delivers the intended value to chosen customers.
Preparing an Integrated Marketing Plan and Program
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Chapter 1 – Slide 23Copyright © 2011 Pearson Canada Inc.
Building Customer Relationships
The overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction
Customer Relationship Management (CRM)
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Chapter 1 – Slide 24Copyright © 2011 Pearson Canada Inc.
Building Customer Relationships
Relationship Building Blocks: Customer Value and Satisfaction
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Chapter 1 – Slide 25Copyright © 2011 Pearson Canada Inc.
Building Customer Relationships
Customer Relationship Levels and Tools
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Chapter 1 – Slide 26Copyright © 2011 Pearson Canada Inc.
Building Customer Relationships
• Relating with more carefully selected customers uses selective relationship management to target fewer, more profitable customers
• Relating more deeply and interactively by incorporating more interactive two way relationships through blogs, Websites, online communities and social networks
The Changing Nature of Customer Relationships
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Chapter 1 – Slide 27Copyright © 2011 Pearson Canada Inc.
Building Customer Relationships
Partner relationship management involves working closely with partners in other company departments and outside the company to jointly bring greater value to customers
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Chapter 1 – Slide 28Copyright © 2011 Pearson Canada Inc.
Building Customer Relationships
• 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
Partner Relationship Management
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Chapter 1 – Slide 29Copyright © 2011 Pearson Canada Inc.
Building Customer Relationships
• Supply chain is a channel that stretches from raw materials to components to final products to final buyers
• Supply management• Strategic partners• Strategic alliances
Partner Relationship Management
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Chapter 1 – Slide 30Copyright © 2011 Pearson Canada Inc.
Capturing Value from Customers
• Customer lifetime value is the value of the entire stream of purchases that the customer wouldmake over a lifetime of patronage
Creating Customer Loyalty and Retention
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Chapter 1 – Slide 31Copyright © 2011 Pearson Canada Inc.
Capturing Value from Customers
Share of customer is the portion of the customer’s purchasing that a company gets in its product categories
Growing Share of Customer
What’s your favourite Brand?
What products would you like to see your favourite brand come out with?
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Chapter 1 – Slide 32Copyright © 2011 Pearson Canada Inc.
Capturing Value from Customers
Customer equity is the total combined customer lifetime values of all of the company’s customers
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Chapter 1 – Slide 33Copyright © 2011 Pearson Canada Inc.
Capturing Value from Customers
• 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
Building Customer Equity
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Chapter 1 – Slide 34Copyright © 2011 Pearson Canada Inc.
Capturing Value from Customers
Building the Right Relationships with the Right Customers
Projected loyalty
High
Profitability
Low
Long-term customers
Short-term customers
Good fit between company’s offerings and customer’s needs; high
profit potential
Limited fit between company’s offerings and customer’s needs; low
profit potential
Little fit between company’s offerings and customer’s needs; lowest
profit potential
Good fit between company’s offerings and
customer’s needs; highest profit potential
Strangers
Butterflies True Friends
Barnacles
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Chapter 1 – Slide 35Copyright © 2011 Pearson Canada Inc.
So, What Is Marketing? Pulling It All Together
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Chapter 1 – Slide 36Copyright © 2011 Pearson Canada Inc.
The Changing Marketing Landscape
Major Developments
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Chapter 1 – Slide 37Copyright © 2011 Pearson Canada Inc.
The New Marketing Landscape
• Challenges– The Digital Age– Rapid Globalization– Ethics and Social
responsibility– Not-for-profit
Marketing
• Advances in computers, telecommunications information, transportation– Customer research and
tracking– Product development– Distribution– New advertising tools– 24/7 marketing through the
Internet
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Chapter 1 – Slide 38Copyright © 2011 Pearson Canada Inc.
The New Marketing Landscape
• Challenges– The Digital Age– Rapid Globalization– Ethics and Social
responsibility– Not-for-profit
Marketing
• Geographical and cultural distances have shrunk– Greater market
coverage– More options for
purchasing and manufacturing
– Increased competition from foreign competitors
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Chapter 1 – Slide 39Copyright © 2011 Pearson Canada Inc.
The New Marketing Landscape
• Challenges– The Digital Age– Rapid Globalization– Ethics and Social
responsibility– Not-for-profit
Marketing
• Marketers need to take great responsibility for the impact of their actions– Caring capitalism is a way
to differentiate your company
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Chapter 1 – Slide 40Copyright © 2011 Pearson Canada Inc.
The New Marketing Landscape
• Challenges– The Digital Age– Rapid Globalization– Ethics and Social
responsibility– Not-for-profit
Marketing
• Many non-profit organizations are realizing the importance of strategic marketing– Performing arts– Government agencies– Colleges– Hospitals– Churches