Marketing: Managing Profitable Customer Relationships

1. Marketing: Managing Profitable Customer Relationships Chapter 1

2. Objectives • Be able to define marketing and discuss its core concepts. • Be able to define marketing management and compare the five marketing management orientations.

3. Objectives • Understand customer relationship management and strategies. • Realize the major challenges facing marketers in the new “connected” millennium.

4. What is Marketing? • Marketing is managing profitable customer relationships • Attracting new customers • Retaining and growing current customers • “Marketing” is NOT synonymous with “sales” or “advertising”

5. 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

6. 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

7. Goods Services Experiences Events Persons Places Properties Organizations Information Ideas What is Marketing? Many Things Can Be Marketed!

8. Understanding the Marketplaceand Customer Needs Customer Needs, Wants, and Demands • Needs are states of deprivation • Physical—food, clothing, warmth, safety • Social—belonging and affection • Individual—knowledge & self-expression

9. Understanding the Marketplaceand Customer Needs 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

10. Understanding the Marketplaceand Customer Needs Market Offerings—Products, Services & Experiences • Market offerings are some combination of products, services, information, or experiences offered to a market to satisfy a need or want

11. Understanding the Marketplaceand Customer Needs Marketing myopia isfocusing 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

12. Marketing management is the art & science of choosing target markets & 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

13. Selecting Customers to Serve • Target marketing: Which segments to go after • Choosing a Value Position: It is the set of benefits or values a company promises to deliver to customers to satisfy their needs, how it will differentiate & position itself in the market place. • De-marketing: Marketing to reduce demand temporarily or permanently; the aim is not to destroy demand but to reduce or shift it.

14. Production concept Product concept Selling concept Marketing concept Designing a Customer-Driven Marketing Strategy Marketing Management Management Orientations • Societal marketing concept

15. Marketing Management Orientations • Production concept is the idea that consumers will favor products that are available or highly affordable 1-19

16. Marketing Management Orientations • Product concept is the idea that consumers will favor products that offer the most quality, performance & features for which the organization should therefore devote its energy to making continuous improvements 1-20

17. Marketing Management Orientations • 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

18. Marketing Management Orientations • Marketing concept is the idea that achieving organizational goals depends on knowing the needs & wants of the target markets & delivering the desired satisfactions better than competitors do.

19. Starting Point Focus Means Ends Selling & Promoting Profit through sales volume Existing products Factory The Selling Concept Starting Point Focus Means Ends Customer Needs Profit through Customer Satisfaction Integrated Marketing Market The Marketing Concept

20. 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.

21. Marketing Mix The marketing mix is the set of tools (four Ps) the firm uses to implement its marketing strategy • Product • Price • Promotion • Place

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

23. Customer Relationship Management (CRM) • 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 lifetime value is the value of the entire stream of purchases that the customer would make over a lifetime of patronage

24. 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