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Marketing : )
Prepared by: YEOH SHWU CHYI
MARKETING
‘Engaging customers and managing
profitable customer relationships’
by Kotler and Armstrong (2015)
MARKETING
“Make selling unnecessary”
By Peter Drucker (cited in Kotler & Armstrong, 2015)
DEFINITION OF MARKETING
Marketing is a process of creating values to the
customers, manage the relationships with
customers, and get the returns from satisfied
customer
MARKETING’S PROCESS
CAPTURE VALUE
FROM
CUSTOMERS TO
CREATE PROFITS
AND CUSTOMER
EQUITY
BUILD
PROFITABLE
RELATIONSHIPS
AND CREATE
CUSTOMER
DELIGHT
CONSTRUCT AN
INTEGRATED
MARKETING
PROGRAM THAT
DELIVERS
SUPERIOR
VALUE
DESIGN A
CUSTOMER
VALUE-DRIVEN
MARKETING
STRATEGY
UNDERSTAND
THE
MARKETPLACE
AND
CUSTOMER’S
NEEDS AND
WANTS
UNDERSTANDING THE MARKETPLACE AND
CUSTOME NEEDS
CUSTOMER NEEDS, WANTS, AND
DEMANDS
NEEDS WANTS DEMAND
FOODS Mc.D
Double
CHEESE
MARKET OFFERING – PRODUCTS,
SERVICES, AND EXPERIENCE
CUSTOMER VALUE & SATISFACTION
Customer
value
Customer
satisfaction
EXCHANGES AND RELATIONSHIPS
EXCHANGES RELATIONSHIP
MARKET
• Market refers to where the actual and
potential buyers exist
• Marketing is about managing the market,
creating relationship, profiting from the long-
term relationship
DESIGNING A CUSTOMER VALUE-DRIVEN
MARKETING STRATEGY
SELECTING CUSTOMER TO SERVE &
CHOOSING A VALUE PROPOSITION
• A winning marketing strategy stands on:
– What customers will we serve
( what’s our target market)
– How can we serve this customers best
(what’s our value proposition)
MARKETING MANAGEMENT ORIENTATION
THE
PRODUCTION
CONCEPT
THE
PRODUCT
CONCEPT
THE SOCIETAL
MARKETING
CONCEPT
THE
MARKETING
CONCEPT
THE SELLING
CONCEPT
PREPARING AN INTEGRATED MARKETING
PLAN AND PROGRAM
MARKETING PLAN AND PROGRAM
• Marketing mix and service
– Place, price, promotion, product and people,
process, physical environment.
BUILDING CUSTOMER RELATIONSHIPS
CUSTOMER RELATIONSHIP
MANAGEMENT
• Customer value and satisfaction
• Customer relationship levels and tools
ENGAGING CUSTOMERS
• Customer engagement marketing
– Eg. Facebook
• Customer-generated marketing
– Eg. McDonald
PARTNER RELATIONSHIP
MANAGEMENT
• Supply chain management
CAPTURING VALUE FROM CUSTOMERS
CAPTURING VALUE FROM CUSTOMERS
• Creating customer loyalty and retention
– Customer lifetime value
• Growing share of customer
• Building customer equity
– Building right relationship with right customers
THE CHANGING MARKETING
LANDSCAPE
THE CHANGING
MARKETING
LANDSCAPE
THE DIGITAL
AGE
THE CHANGING
ECONOMIC
ENVIRONMENT
THE GROWTH
OF NOT-FOR-
PROFIT
MARKETING
CONCLUSION:
MARKETING’S PROCESS
CAPTURE VALUE
FROM
CUSTOMERS TO
CREATE PROFITS
AND CUSTOMER
EQUITY
BUILD
PROFITABLE
RELATIONSHIPS
AND CREATE
CUSTOMER
DELIGHT
CONSTRUCT AN
INTEGRATED
MARKETING
PROGRAM THAT
DELIVERS
SUPERIOR
VALUE
DESIGN A
CUSTOMER
VALUE-DRIVEN
MARKETING
STRATEGY
UNDERSTAND
THE
MARKETPLACE
AND
CUSTOMER’S
NEEDS AND
WANTS
THANK YOU
References
• Pictures for slide no.10 was retrieved on 20 July 2015, from
http://www.adelaidenow.com.au/lifestyle/sa-lifestyle/port-adelaide-mcdonalds-fans-are-the-first-in-sa-to-design- their-own-
burgers-from-a-kiosk-from-today/story-fnizi7vf-1227218317473
• Kotler & Armstrong (2016). Principle of Marketing, 16th edition

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Marketing :)