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Introduction to
Marketing management
When you finish this chapter, you should
Module 1 Objectives
1. Know what
marketing is and
why you should
learn about it
2. Know the main
concepts of
marketing
3. Understand the
nature & importance
of services Marketing
4. Know the
characteristics of
services
Marketing Defined
• The process by which companies create value
for customers & build strong customer
relationships in order to capture value from
customers in return
• Meeting needs profitably
Implications of the Definition
• Capture value from customers to create
profits & customer quality.
• NOT just persuading customers to buy.
• Begins with customer needs and focuses on
customer satisfaction.
• Marketing activities --but it is a philosophy
that guides the whole business.
• Seeks to builds a relationship with the
customer.
Marketing Is Important!
• Marketing impacts all of us in our lives as
consumers
– Gives us choices
– Stimulates innovation and economic growth
• There are many good job opportunities in
marketing
• Regardless of what career path you take, no firm
(or non-profit organization) survives for long if it
can’t satisfy some group of customers.
Marketing Concepts
• Customer needs- States of felt deprivation
• Customer wants- The form Human needs take
as shaped by culture & personality
• Customer demands- Human wants that are
backed by buying power
• Marketing offers- Some combination of
products, services, information or experiences
offered to a market to satisfy a need or want
Self-supporting
agriculture
Pre industrial or
commercial
Primary manufacturing
Nondurable
consumer products
Capital equipment and
durable consumer products
Exporting
manufactured products
Stage 1
Stage 2
Stage 3
Stage 4
Stage 5
Stage 6
Marketing in Economic Development
Elements of marketing system
Suppliers
Suppliers
Company
(Marketer
Competitors
End usersMarketing
intermediaries
Marketing Management Orientations
• The Production Concept- The idea that
consumers will favor products that are
available & highly affordable
• The Product Concept- The idea that
consumers will favor the most in quality,
performance & features & organizations
should focus on continuous product
improvements
Marketing Management Orientations
• The Selling Concept- the idea that consumers
will not buy enough of the firm’s products
unless it undertakes a large-scale selling &
promotion effort
• The Marketing Concept- Achieving
organizational goals depends on knowing the
needs & wants of target markets & delivering
the desired satisfactions better than
competitors do
selling Vs marketing
Starting point Focus Means Ends
The selling concept
The marketing concept
Factory Existing
products
Selling &
promoting
Profits through sales
volume
Market Customer
needs
Integrated
Marketing
Profits through customer
satisfaction
Societal Marketing Concept
Societal marketing
concept
Society
(Human welfare
Company
(Profits)
Consumers
(Want satisfaction)
Holistic Marketing Management
Socially
responsible
marketing
Integrated
marketing
Internal
marketing
Relationship
marketing
Marketing
department
Senior
management
Other depts
Communications
Products
& services
Channels
Ethics
Environment
Legal
Community
Customers Channel
Partners
Holistic
marketing
Customer Value Reflects Benefits and Costs
Customer value concerns the difference between the benefits a customer
sees from a firm’s market
offering and the costs of obtaining those benefits
Costs Benefits
The Four Ps of the Marketing Mix
Product Place
Price Promotion
C
Strategy Decision Areas
Organized by the Four PsProduct
Physical Goods
Service
Features
Quality Level
Accessories
Installation
Instructions
Warranty
Product Lines
Packaging
Branding
Place
Objectives
Channel Type
Market Exposure
Kinds of
Middleman
Kinds and
Locations of
Stores
How to Handle
Transporting
and Storing
Service Levels
Recruiting
Middlemen
Managing
Channels
Promotion
Objectives
Blend
Salespeople
Kind
Number
Selection
Training
Motivation
Advertising
Targets
Kinds of Ads
Media Type
Copy Thrust
Who Prepares?
Sales Promotion
Publicity
Price
Objectives
Flexibility
Level over PLC
Geographic
Terms
Discounts
Allowances
The Marketing Process
Understand
market &
Consumer needs
Design consumer
Driven
marketing
strategy
Construct
marketing
program
Build profitable
Relationships &
Create customer delight
Capture value
from
Customers
to create
profits
&
Customer
equity
Harness
Marketing
technology
Manage
Global
markets
Ensure ethical
& social
responsibility
Services marketing
A large number of business organizations offer
services – airlines, banks, hotels, insurance
companies, consulting firms, medical & law
practices, entertainment companies, real
estate firms, financial services firms, retailers
etc
Product Services Continuum
Mostly goods Mostly services
Canned goods Automobiles Hotels Air travel Insurance
Consulting
teaching
Nature & characteristics of services
• Service intangibility- Services cannot be seen,
tasted, felt, heard or smelled before they are
bought
• Service inseparability- Services are produced
& consumed at the same time & cannot be
separated from their providers
• Service variability- Services quality may vary
greatly, depending on who provides them &
when, where & how
• Service perishability- Services cannot be
stored for later sale or use
The service profit chain
1. Internal service quality
2. Satisfied & productive service employees
3. Greater service value
4. Satisfied & loyal customers
5. Healthy service profits & growth
Marketing in service industries
Company
External
marketing
Interactive
Marketing
CustomersEmployees
Internal
Marketing
Trends in marketing
• Everyone in the organization does marketing
• Organizing by customer segments
• Outsourcing
• Identifying new segments
• Emphasis on intangible assets
• Building brands through performance and
integrated communications
Trends in marketing
• Online marketing
• Selling to well defined markets
• Focusing on customer lifetime value
• Building customer share
• Glocal strategies
• Focus on stakeholders

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Introduction to marketing management

  • 2. When you finish this chapter, you should Module 1 Objectives 1. Know what marketing is and why you should learn about it 2. Know the main concepts of marketing 3. Understand the nature & importance of services Marketing 4. Know the characteristics of services
  • 3. Marketing Defined • The process by which companies create value for customers & build strong customer relationships in order to capture value from customers in return • Meeting needs profitably
  • 4. Implications of the Definition • Capture value from customers to create profits & customer quality. • NOT just persuading customers to buy. • Begins with customer needs and focuses on customer satisfaction. • Marketing activities --but it is a philosophy that guides the whole business. • Seeks to builds a relationship with the customer.
  • 5. Marketing Is Important! • Marketing impacts all of us in our lives as consumers – Gives us choices – Stimulates innovation and economic growth • There are many good job opportunities in marketing • Regardless of what career path you take, no firm (or non-profit organization) survives for long if it can’t satisfy some group of customers.
  • 6. Marketing Concepts • Customer needs- States of felt deprivation • Customer wants- The form Human needs take as shaped by culture & personality • Customer demands- Human wants that are backed by buying power • Marketing offers- Some combination of products, services, information or experiences offered to a market to satisfy a need or want
  • 7. Self-supporting agriculture Pre industrial or commercial Primary manufacturing Nondurable consumer products Capital equipment and durable consumer products Exporting manufactured products Stage 1 Stage 2 Stage 3 Stage 4 Stage 5 Stage 6 Marketing in Economic Development
  • 8. Elements of marketing system Suppliers Suppliers Company (Marketer Competitors End usersMarketing intermediaries
  • 9. Marketing Management Orientations • The Production Concept- The idea that consumers will favor products that are available & highly affordable • The Product Concept- The idea that consumers will favor the most in quality, performance & features & organizations should focus on continuous product improvements
  • 10. Marketing Management Orientations • The Selling Concept- the idea that consumers will not buy enough of the firm’s products unless it undertakes a large-scale selling & promotion effort • The Marketing Concept- Achieving organizational goals depends on knowing the needs & wants of target markets & delivering the desired satisfactions better than competitors do
  • 11. selling Vs marketing Starting point Focus Means Ends The selling concept The marketing concept Factory Existing products Selling & promoting Profits through sales volume Market Customer needs Integrated Marketing Profits through customer satisfaction
  • 12. Societal Marketing Concept Societal marketing concept Society (Human welfare Company (Profits) Consumers (Want satisfaction)
  • 13. Holistic Marketing Management Socially responsible marketing Integrated marketing Internal marketing Relationship marketing Marketing department Senior management Other depts Communications Products & services Channels Ethics Environment Legal Community Customers Channel Partners Holistic marketing
  • 14. Customer Value Reflects Benefits and Costs Customer value concerns the difference between the benefits a customer sees from a firm’s market offering and the costs of obtaining those benefits Costs Benefits
  • 15. The Four Ps of the Marketing Mix Product Place Price Promotion C
  • 16. Strategy Decision Areas Organized by the Four PsProduct Physical Goods Service Features Quality Level Accessories Installation Instructions Warranty Product Lines Packaging Branding Place Objectives Channel Type Market Exposure Kinds of Middleman Kinds and Locations of Stores How to Handle Transporting and Storing Service Levels Recruiting Middlemen Managing Channels Promotion Objectives Blend Salespeople Kind Number Selection Training Motivation Advertising Targets Kinds of Ads Media Type Copy Thrust Who Prepares? Sales Promotion Publicity Price Objectives Flexibility Level over PLC Geographic Terms Discounts Allowances
  • 17. The Marketing Process Understand market & Consumer needs Design consumer Driven marketing strategy Construct marketing program Build profitable Relationships & Create customer delight Capture value from Customers to create profits & Customer equity Harness Marketing technology Manage Global markets Ensure ethical & social responsibility
  • 18. Services marketing A large number of business organizations offer services – airlines, banks, hotels, insurance companies, consulting firms, medical & law practices, entertainment companies, real estate firms, financial services firms, retailers etc
  • 19. Product Services Continuum Mostly goods Mostly services Canned goods Automobiles Hotels Air travel Insurance Consulting teaching
  • 20. Nature & characteristics of services • Service intangibility- Services cannot be seen, tasted, felt, heard or smelled before they are bought • Service inseparability- Services are produced & consumed at the same time & cannot be separated from their providers • Service variability- Services quality may vary greatly, depending on who provides them & when, where & how
  • 21. • Service perishability- Services cannot be stored for later sale or use The service profit chain 1. Internal service quality 2. Satisfied & productive service employees 3. Greater service value 4. Satisfied & loyal customers 5. Healthy service profits & growth
  • 22. Marketing in service industries Company External marketing Interactive Marketing CustomersEmployees Internal Marketing
  • 23. Trends in marketing • Everyone in the organization does marketing • Organizing by customer segments • Outsourcing • Identifying new segments • Emphasis on intangible assets • Building brands through performance and integrated communications
  • 24. Trends in marketing • Online marketing • Selling to well defined markets • Focusing on customer lifetime value • Building customer share • Glocal strategies • Focus on stakeholders