Marketing Chap 1-4

Developing Marketing Information

Marketers can obtain the needed marketing information from internal data, marketing intelligence, and marketing research. Each of these sources are discussed in greater depth in the following slides. Internal databases Competitive marketing intelligence Marketing research

Market segmentation

choosing customers to serve and refers to dividing the markets into segments of customers.

Wants

Form taken by human needs when shaped by culture and individual personality

customer insights

Fresh marketing information-based understandings of customers and the marketplace Become the basis for creating customer value, engagement, and relationships Customer insights teams collect customer and market information from a wide variety of sources. PepsiCo's various marketing research departments are integrated "customer insights teams".

Marketing Department Organization

Functional organization Geographic organization Product management organization Market or customer management organization Combination organization

Demands

Human wants that are backed by buying power - Staying close to customers: Target's energetic new CEO

primary data

Landor researchers visit families, peeking into their refrigerators and diving deeply into their food shopping behaviors and opinions.

Research Approaches

Observational research Gathering primary data by observing relevant people, actions, and situations Ethnographic research: Sending trained observers to watch and interact with consumers in their natural environments Survey research Asking people questions about their knowledge, attitudes, preferences, and buying behavior Experimental research Selecting matched groups of subjects, giving them different treatments, controlling related factors, and checking for differences in group responses

Marketing Research in Small Businesses and Nonprofit Organizations

Obtaining good marketing insights Secondary data collection Observation Surveys Experiments Responsibility of managers Think carefully about the research objectives Formulate questions in advance Recognize the biases introduced by smaller samples and less skilled researchers Conduct the research systematically

Online Behavioral and Social Tracking and Targeting

Online listening Provides valuable insights into what consumers are saying or feeling about a brand Behavioral targeting Uses online consumer tracking data to target advertisements and marketing offers to specific consumers Social targeting Mines individual online social connections and conversations from social networking sites

Assessing Marketing Information Needs

A good MIS balances the information users would like to have against What they really need What is feasible to offer Obtaining, analyzing, storing, and delivering information is costly. Firms must decide whether the value of the insight is worth the cost.

Sampling Plan

A sample is a segment of the population selected to represent the population as a whole. Decisions required for sampling design: Sampling unit - People to be studied Sample size - Number of people to be studied Sampling procedure - Method of choosing the people to be studied

todays big data

Big data refers to the huge and complex data sets generated by today's sophisticated information generation, collection, storage, and analysis technologies.

positioning example

Car sharing service Uber positions itself as "Everyone's private driver." This simple statement provides the backbone for its marketing strategy.

Marketing Information System (MIS)

Consists of people and procedures to Assess information needs Develop the needed information Help decision makers use the information to generate and validate actionable customer and market insights

Nonprobability samples

Convenience sample: The researcher selects the easiest population members from which to obtain information. Judgment sample: The researcher uses his or her judgment to select population members who are good prospects for accurate information. Quota sample: The researcher finds and interviews a prescribed number of people in each of several categories.

marketing info

Customer needs and motives for buying are difficult to determine. Required by companies to obtain customer and market insights Generated in great quantities with the help of information technology and online sources

Implementing the Research Plan

Data collection Researchers should guard against various problems. Techniques and technologies Data quality Timeliness Processing the data Check for accuracy Code for analysis Analyzing the data Tabulate results Compute statistical measures

Online Marketing Research

Data is collected through Internet surveys Online focus groups Web-based experiments Tracking consumers' online behavior

Defining the Problem and Research Objectives

Exploratory research Used to gather preliminary information Helps to define problems and suggest hypotheses Descriptive research Used to better describe the market potential for a product or the demographics and attitudes of consumers Causal research Used to test hypotheses about cause-and-effect relationships

.Intrusions on Consumer Privacy (1 of 2)

Failure to address privacy issues results in Angry, less cooperative consumers Increased government intervention Best approaches for researchers: Asking only for the information needed Using the information responsibly to provide customer value Avoiding sharing the information without the customer's permission Target made some customers uneasy by using their buying histories to figure out "private" things about them.

Misuse of Research Findings

Few advertisers rig their research designs or deliberately misrepresent the findings. Solutions: Development of codes of research ethics and standards of conduct Companies must accept responsibility to protect consumers' best interests and their own.

internal Databases

Financial services provider USAA uses its extensive database to tailor its services to the specific needs of individual customers, creating incredible loyalty. Internal databases are collections of consumer and market information obtained from data sources within the company network.

customers

Five types of customer markets Consumer markets Business markets Reseller markets Government markets International markets

Distributing and Using Marketing Information

MIS must make information readily available for decision making. Routine information for decision making Non-routine information for special situations Intranets and extranets facilitate the information-sharing process.

Mail, Telephone, and Personal Interviewing

Mail questionnaires are used to collect large amounts of information at a low cost per respondent. Telephone interviewing gathers information quickly, while providing flexibility. Personal interviewing methods include Individual interviewing Group interviewing

Customer Relationship Management (CRM)

Managing detailed information about individual customers Carefully managing customer touch points to maximize customer loyalty Consists of software and analysis tools that Integrate customer information from all sources Analyze data in depth Apply the results While avid Netflixers are busy watching Netflix videos, Netflix is also busy watching them

marekting analystics

Marketing analytics consists of the analysis tools, technologies, and processes by which marketers dig out meaningful patterns in big data to gain customer insights and gauge marketing performance.

Research Plan

Outlines sources of existing data Spells out Specific research approaches Contact methods Sampling plans Instruments that researchers will use to gather new data Should be presented in a written proposal Topics covered in a research plan: Problems and research objectives Information to be obtained How results will help decision making Estimated research costs Type of data required

marketing environment

Outside forces that affect marketing management's ability to build and maintain successful relationships with target customers

Marketing Research at P&G: Creating Irresistibly Superior Experiences

P&G uses innovative marketing research—lots and lots of it—to dig out deep and fresh consumer insights and then uses the insights to create transformational brands and marketing that deliver irresistibly superior experiences for consumers. To gain deep consumer insights, P&G employs a wide range of marketing research approaches—from traditional large-scale surveys and small-scale focus groups to real-time social media listening, mobile surveys, and big data analytics.

marketing management orientations

Production concept Product concept Selling concept Marketing concept Societal marketing concept

research instruments

Questionnaires can be administered in person, by phone, by e-mail, or online. Closed-ended questions Open-ended questions Mechanical instruments include People meters Checkout scanners Neuromarketing Using neuroscience methods, Nielsen charted how people's brains responded to an existing Shelter Pet Project public service ad and the ad's canine star, Jules the dog.

Responding to the Marketing Environment

Reactive firms passively accept the marketing environment and do not try to change it. Proactive firms develop strategies to change the environment. They take aggressive actions to affect the publics and forces in their marketing environment

CAN-SPAM Act (2003)

Regulates the distribution and content of unsolicited commercial e-mail

Nutrition Labeling and Education Act (1990)

Requires that food product labels provide detailed nutritional information

Interpreting and Reporting Findings

Responsibilities of the market researcher: Interpret the findings Draw conclusions Report findings to management Responsibilities of managers and researchers: Work together closely when interpreting research results Share responsibility for the research process and resulting decisions

Probability samples

Simple random sample: Every member of the population has a known and equal chance of selection. Stratified random sample: The population is divided into mutually exclusive groups (such as age groups), and random samples are drawn from each group. Cluster (area) sample: The population is divided into mutually exclusive groups (such as blocks), and the researcher draws a sample of the groups to interview.

mission statement

Statement of the organization's purpose Market oriented—defined in terms of satisfying basic customer needs Emphasize the company's strengths Focus on customers and the customer experience

marketing research

Systematic design, collection, analysis, and reporting of data relevant to a specific marketing situation facing an organization Approaches followed by firms: Use own research departments Hire outside research specialists Purchase data collected by outside firms Marketing research follows a process that has four steps: defining the problem and research objectives; developing the research plan; implementing the research plan; and interpreting and reporting the findings.

Competitive Marketing Intelligence

Systematic monitoring, collection, and analysis of information About consumers, competitors, and developments in the marketing environment Techniques Observing consumers firsthand Quizzing the company's own employees Benchmarking competitors' products Conducting online research Monitoring social media buzz Offers insights about consumer opinions and their association with the brand Provides early warnings of competitor strategies and potential competitive strengths and weaknesses Helps firms to protect their own information Raises ethical issues

MIS

The information users are marketing managers, internal and external partners, and others who need marketing information. Marketers start by assessing user information needs. Next, they develop needed information using internal company databases, marketing intelligence activities, and marketing research. Finally, the MIS helps users to analyze and use the information to develop customer insights, make marketing decisions, and manage customer engagement and relationships.

International Marketing Research

The problems faced include Dealing with diverse markets Finding good secondary data in foreign markets Developing good samples Reaching respondents Handling differences in culture, language, and attitudes toward marketing research The cost of research is high, but the cost of not doing it is higher.

Planning Primary Data Collection

This table shows that designing a plan for primary data collection calls for a number of decisions on research approaches, contact methods, the sampling plan, and research instruments.

Marketing Implementation

Turning marketing strategies and plans into marketing actions to accomplish strategic marketing objectives Addresses the who, where, when, and how of the marketing activities

mobile marketing

Using mobile channels to stimulate immediate buying, make shopping easier, and enrich the brand experience Blending the new digital approaches with traditional marketing creates a smoothly integrated marketing strategy and mix.

Major Forces in the Company's Macro-environment

demogrpahics, econmics, natura;, technological, political, cultural

value proposition

he company must decide how it will differentiate and position itself in the marketplace.

market differentiation

he market offering to create superior customer value The entire marketing program should support the chosen positioning strategy.

Secondary Data

information that already exists Collected for another purpose Sources: Company's internal database Purchased from outside suppliers Commercial online databases Internet search engines Advantages Low cost Obtained quickly Cannot collect otherwise Disadvantages Potentially Irrelevant Inaccurate Dated Biased

Target marketing

refers to which segments to go after.

growth share matrix

Evaluates a company's SBUs in terms of market growth rate and relative market share Problems with Growth-Share Matrix Difficult, time consuming, and costly Difficult to define and measure Provides little advice for future planning

market targeting

Evaluating each market segment's attractiveness and selecting one or more segments to enter

customer satisfaction

Extent to which a product's perceived performance matches a buyer's expectations

Macroenvironment:

Larger societal forces that affect the microenvironment

Major U.S. Legislation Affecting Marketing

Legislation regulating business is intended to protect companies from each other consumers from unfair business practices the interests of society against unrestrained business behavior

customer relationship levels and tools

Levels Basic relationships Low-margin customers Full partnerships High-margin customers Tools Frequency marketing programs Loyalty rewards programs Club marketing programs - JetBlue's TrueBlue loyalty program: Relationship marketing tools

Children's Television Act (1990)

Limits the number of commercials aired during children's programs

Preparing and integrated marketing plan and program

Major marketing mix tools Four Ps of marketing Product Price Place Promotion Marketing mix tools should be blended into a comprehensive integrated marketing program

Americans with Disabilities Act (1991)

Makes discrimination against people with disabilities illegal

Traditional form of marketing

Making a sale Abundance of products in the nearby shopping centers Television, magazine, and direct-mail ads

portfolio analysis

Management's evaluation of the products and businesses that make up the company Identify the strategic business units (SBUs) Assess SBUs' attractiveness and decide on the level of support SBU deserves Direct resources toward more profitable businesses and phase down or drop its weaker ones. the major activity in strategic planning is business portfolio analysis, which is the process by which management evaluates the products and businesses that make up the company. There are two steps for analyzing portfolios. Management's first step is to identify the key businesses that make up the company, called strategic business units (SBUs). An SBU can be a company division, a product line within a division, or sometimes a single product or brand. The company next assesses the attractiveness of its various SBUs and decides how much support each deserves. The purpose of strategic planning is to find ways in which the company can best use its strengths to take advantage of attractive opportunities in the environment. For this reason, most standard portfolio analysis methods evaluate SBUs on two important dimensions: the attractiveness of the SBU's market or industry and the strength of the SBU's position in that market or industry.

rapid globalization and sustainable marketing

Managers around the world are taking both local and global views of the company's: Industry Competitors Opportunities Corporate ethics and social responsibility have become important for every business.

SWOT analysis (strengths, weaknesses, opportunities, threats)

Managing the marketing function begins with a complete analysis of the company's situation. The marketer should conduct a SWOT Analysis. This refers to an overall evaluation of the company's strengths (S), weaknesses (W), opportunities (O), and threats (T). Strengths include internal capabilities, resources, and positive situational factors that may help the company serve its customers and achieve its objectives. Weaknesses include internal limitations and negative situational factors that may interfere with the company's performance. Opportunities are positive factors or trends in the external environment that the company may be able to exploit to its advantage. Threats are negative external factors or trends that may present challenges to performance.

Managing marketing: analysis, planning, implementations, and control

Managing the marketing process requires the four marketing management functions as illustrated in this figure. They include analysis, planning, implementation, and control. The company first develops company-wide strategic plans and then translates them into marketing and other plans for each division, product, and brand. Through implementation, the company turns the plans into actions. Control consists of measuring and evaluating the results of marketing activities and taking corrective action where needed. Finally, marketing analysis provides the information and evaluations needed for all the other marketing activities.

Demography

Marketers analyze: Changing age and family structures Geographic population shifts Educational characteristics Population diversity The U.S. population contains several generational groups: Baby Boomers Generation X Millennials (or Generation Y) Generation Z Targeting Gen Xers: Lowe's markets heavily to Gen X homeowners with ideas and advice on home-improvement projects and problems, urging them to "Never Stop Improving."

big data and artificial intelligence

Marketers can now amass mountains of data Brands can use big data to: gain deep customer insights, personalize marketing offers, and improve customer engagements and service

competitors

Marketers must gain strategic advantage by positioning products strongly against competitors. No single strategy is best for all companies.

Relationships

Marketing consists of creating, maintaining, and growing desirable exchange relationships. Strong relationships are built by consistently delivering superior customer value.

Creating and capturing customer value

Marketing creates value for customers understand marketplace and customers design a customer value-driven marketing strategy construct a marketing program engage customers, build relationships Captures value from customers

Marketing

Marketing is engaging customers and managing profitable customer relationships.

actors in the microenvironment

the company, suppliers, marketing intermediaries, competitors, publics, customers

Contemporary Marketing

Satisfying customer needs Imaginative Web sites and mobile phone apps, blogs, online videos, and social media Reach customers directly, personally, and interactively

Microenvironment:

Actors close to the company that affect its ability to serve its customers

Contents of a Marketing Plan

A marketing strategy consists of specific strategies for target markets, positioning, the marketing mix, and marketing expenditure levels. It outlines how the company intends to create value for target customers in order to capture value in return. In this section, the planner explains how each strategy responds to the threats, opportunities, and critical issues spelled out earlier in the plan. Additional sections of the marketing plan lay out an action program for implementing the marketing strategy along with the details of a supporting marketing budget. The last section outlines the controls that will be used to monitor progress, measure return on marketing investment, and take corrective action. The plan begins with an executive summary that quickly reviews major assessments, goals, and recommendations. The main section of the plan presents a detailed SWOT analysis of the current marketing situation, as well as, potential threats and opportunities. The plan next states major objectives for the brand and outlines the specifics of a marketing strategy for achieving them.

Markets

All actual and potential buyers of a product Sellers and Consumers market Customer-managed relationships

partner relationship management

Working closely with partners both inside and outside the company to jointly bring more value to customers Partners inside the firm—cross-functional teams Partners outside the firm—suppliers, channel partners

Amazon

Amazon gets the goods to its customers fast. As much as it sells products and convenience, Amazon also sells "speed." Amazon is constantly innovating to create value and meet the customers' needs. Amazon does much more than just sell goods online. It engages customers and creates satisfying customer experiences. "The thing that drives everything is creating genuine value for customers," says Amazon founder Jeff Bezos.

Goals of Marketing

Attract new customers by promising superior value Keep and grow current customers by delivering satisfaction

Customer-generated marketing

Brand exchanges created by consumers Consumers play an increasing role in shaping their own brand experiences and those of other consumers. Uninvited and Invited Consumer-to-consumer exchanges Consumers invited by companies New product and service ideas Active role in shaping ads

Marketing management

Choosing target markets and building profitable relationships Designing a winning marketing strategy Target market? Value proposition?

business portfolio

Collection of businesses and products that make up the company Steps in business portfolio planning: Analyze the firm's current business portfolio Develop strategies to shape the future portfolio Mars Inc. is not only the world's number one candy maker but a world-leading pet nutrition and health-care company.

Do-Not-Call Implementation Act (2003)

Collects fees from telemarketers for the enforcement of a Do-Not-Call Registry

partnering with others in the marketing system

Companies should assess value chains Internal departments External: suppliers, distributors and customers. Companies are partnering with other members of the supply chain to improve the performance of the customer value delivery network. The customer value delivery network partners with each other to improve the performance of the entire system in delivering customer value. For example, Ford's performance against Toyota depends on the quality of Ford's overall value delivery network versus Toyota's. Even if Ford makes the best cars, it might lose in the marketplace if Toyota's dealer network provides a more customer-satisfying sales and service experience.

Cause-Related Marketing

Companies use cause-related marketing to Exercise their social responsibility Build more positive images Primary form of corporate giving Controversy—strategy for selling more rather than a strategy for giving Ben & Jerry's three-part "linked prosperity" mission drives it to make fantastic ice cream.

partnering with other company departments

Company departments are links in the company's internal value chain. Firm's success depends on how well the various departments coordinate their activities. Marketers should ensure all the departments are customer-focused and develop a smooth functioning value chain. These True Value ads recognize that everyone in the organization—from marketing research analyst, Jeff Alvarez to operations manager, Tom Statham—must contribute to helping the chain's customers handle their home improvement projects. They form the foundation for the brand's "Behind Every Project Is a True Value" positioning.

economic environment

Economic factors affect consumer purchasing power and spending Changes in consumer spending Differences in income distribution They are buying less and looking for greater value in the things they do buy. In turn, value marketing has become the watchword for many marketers. Marketers in all industries are looking for ways to offer today's frugal buyers greater value. Marketers should pay attention to income distribution as well as income levels. Over the past several decades, the rich have grown richer, the middle class has shrunk, and the poor have remained poor.

digital and social media marketing

Engaging consumers via their digital devices using digital marketing tools

Financial Reform Law (2010)

Created the Bureau of Consumer Financial Protection: Writes and enforces rules for the marketing of financial products to consumers

customer perceived value

Customer's evaluation of a marketing offer relative to those of competing offers

Customer-engagement marketing

Customer-engagement marketing makes the brand a meaningful part of consumers' conversations and lives. Greater consumer empowerment means that companies must practice marketing by attraction. Marketers must find ways to enter consumers' conversations with engaging and relevant brand messages.

Customer value and satisfation

Customers form expectations about the value and satisfaction of market offerings. Satisfied customers buy again Dissatisfied customers switch to competitors Setting the right level of expectations Low expectations may fail to attract buyers High expectations may disappoint buyers

customer relationship management

Delivering superior customer value and satisfaction to build and maintain profitable customer relationships

setting company objectives and goals

Detailed supporting objectives for each level of management Setting a hierarchy of objectives Business objectives Marketing objectives A company needs to turn its mission into detailed supporting objectives for each level of management. Each manager should have objectives and be responsible for reaching them. A broad mission leads to a hierarchy of objectives, including business objectives and marketing objectives. Marketing strategies and programs must be developed to support marketing objectives. For example, the renamed CVS Health, views itself as a "pharmacy innovation company," one that is "helping people on their path to better health." The company's motto: "Health is everything."

the changing marketing landscape

Digital Age Changing Economic Environment Growth of Not-for-Profit Marketing Rapid Globalization Sustainable Marketing

market segmentation

Dividing a market into distinct groups of buyers who have different needs, characteristics, or behaviors, and who might require separate products or marketing programs

Telephone Consumer Protection Act (1991)

Establishes procedures to avoid unwanted telephone solicitations

political envrionment

Forces that influence or limit various organizations and individuals in a society Laws, government agencies, and pressure groups The political environment refers to laws, government agencies, and pressure groups that influence or limit various organizations and individuals in a given society.

strategic planning

Game plan for long-run survival and growth Helps to maintain a strategic fit between its goals and capabilities and changing marketing opportunities.

developing strategies for growth

In only three decades, Starbucks has grown at an astounding pace from a small Seattle coffee shop to an over $22 billion powerhouse with more than 27,000 retail stores in more than 75 countries.Good marketing strategy means keeping your eye squarely on delivering customer value. The objective isn't just growth or sales or profits; it's engaging customers in a meaningful way and creating value for them.

cultural environment

Institutions and other forces that affect a society's basic values, perceptions, and behaviors Persistence of cultural values Core beliefs and values have a high degree of persistence. Secondary beliefs and values are more open to change. Shifts in secondary cultural values of people's views about Themselves Others Organizations Society Nature Universe Riding the natural and organic foods trend, Annie's is out to create a happier and healthier world with nourishing products that are "forever kind to the planet."

the company

Interrelated groups in a company form the internal environment Departments share the responsibility for understanding customer needs and creating customer value.

creating customer loyalty and retention

Keeping customers loyal makes good economic sense. Customer lifetime value is the value of the entire stream of purchases a customer makes over a lifetime of patronage. Customer defections can be costly Can lose that customer's lifetime value May cause other customers to defect

customer value driven marketing strategy

Marketing logic by which the company creates customer value and achieves profitable customer relationships Integrated marketing mix: product, price, place, and promotion Activities for best marketing strategy and mix Marketing analysis Planning, implementation, and control

managing marketing strategy and the marketing mix

Marketing strategy involves two key questions: Which customers will we serve (segmentation and targeting)? How will we create value for them (differentiation and positioning)? Then the company designs a marketing program—the four Ps—that delivers the intended value to targeted consumers. At its core, marketing is all about creating customer value and profitable customer relationships.

marketing control

Measuring and evaluating the results of marketing strategies and plans Operating control ensures that the company achieves its sales, profits, and other goals. Strategic control involves looking at whether the company's basic strategies are well matched to its opportunities.

Adapting to the Fast-Changing Marketing Environment

Microsoft dominated the computer software world throughout the 1990s and much of the 2000s but struggled in the fast changing technology environment. Microsoft has a new mission with a different focus. The new mission focuses not on devices and services but on outcomes. Rather than chasing competitors in mobile devices and operating systems, Microsoft now intends to lead them in productivity tools.

starbucks customer driven value marketing startegy

More than just coffee, Starbucks sells the Starbucks Experience, one that "enriches people's lives one moment, one human being, one extraordinary cup of coffee at a time." Starbucks needed to "reignite the emotional attachment with customers" and Starbucks' store managers participated in a morale-building reorientation to emphasize the point. The company closed all of its U.S. locations for 3 hours to conduct nationwide employee training, on the basis of producing satisfying customer experiences. Thus began a process of continual renewal which reignited "The Starbucks Experience" through new products, innovative store formats and new platforms for engaging customers.

Five core customer and marketplace concepts

Needs, wants, and demands Market offerings Value and satisfaction Exchanges and relationships Markets

managing and measuring marketing return on investment

Net return from a marketing investment divided by the costs of the marketing investment Assessment measures Standard marketing performance measures Customer-centered measures. This figure views marketing expenditures as investments that produce returns in the form of more profitable customer relationships. Marketing investments result in improved customer value and satisfaction, which in turn increases customer attraction and retention. This increases individual customer lifetime values and the firm's overall customer equity. Increased customer equity, in relation to the cost of the marketing investments, determines return on marketing investment.

Technological Environment

New technologies create new markets and opportunities. Digital Technology Radio-frequency identification (RFID) is technology to track products through various points in the distribution channel. Government agencies investigate and ban potentially unsafe products. Disney is taking RFID technology to new levels with its cool new MagicBand RFID wristband.

criticism of the 4 Ps

Omits or underemphasizes service products Needs to include packaging as a product decision Buyer's perspective would emphasize the four A s: Acceptability Affordability Accessibility Awareness

Customer value driven marketing strategy

Once a company fully understands its consumers and the marketplace, it must decide which customers it will serve and how it will bring them value."

social media marketing

Online social media provide a digital home for people to connect and share important information and life's moments. Social media offer an ideal platform for real-time marketing and engagement. Facebook, Twitter, Snapchat, and smaller more focused sites.

natural environment

Physical environment and natural resources needed as inputs by marketers or affected by marketing activities Environmental sustainability concerns have grown steadily over the past three decades. Trends: Shortages of raw materials Increased pollution Increased government intervention

growing share of a customer

Portion of the customer's purchasing in their product categories Share of Customer is increased by: Good customer relationship management Offering greater variety to current customers Creating programs to cross-sell and up-sell to existing customers

downsizing

Products or business units that are unprofitable or no longer fit the company's overall strategy Reasons to abandon products or markets Rapid growth of the company Lack of experience in a market Change in market environment Decline of a particular product When a firm finds brands or businesses that are unprofitable or that no longer fit its overall strategy, it must carefully prune, harvest, or divest them.

Market offerings

Products, services, information, or experiences Offered to satisfy a need or want

Children's Online Privacy Protection Act (2000)

Prohibits online collection of information from children without parental consent Allows parents to review information collected from their children

suppliers

Provide the resources needed by the company to produce its goods and services Supplier problems seriously affect marketing Supply shortages or delays Labor strikes Price trends of key inputs Home furnishings retailer IKEA knows the importance of building close relationships with its extensive network of suppliers.

partnering to build customer relationships

Provides a guiding philosophy Marketing concept—company strategy should create customer value and build profitable relationships Provides inputs to strategic planners Identify market opportunities and potential to take advantage of them Designs strategies for reaching the business unit's objectives

publics

Publics: any group that has an actual or potential interest in or impact on an organization's ability to achieve its objectives Financial Media Government Citizen action Local General Internal

Socially Responsible Behavior

Socially responsible companies actively seek out ways to protect the long-run interests of consumers and the environment. Companies develop policies, guidelines, and other responses to complex social responsibility issues.

growth of not for profit marketing

Sound marketing can help not-for-profits attract membership, funds, and support. Marketing has become a major part of the strategies of many not-for-profit organizations, such as colleges, hospitals, museums, zoos, symphony orchestras, foundations, and even churches. They face stiff competition for support and membership. Sound marketing can help them attract membership, funds, and support. For example, Alex's Lemonade Stand Foundation is a not-for-profit organization with a special mission: "Fighting childhood cancer, one cup at a time." Government agencies have also shown an increased interest in marketing. For example, the U.S. military has a marketing plan to attract recruits to its different services. Various government agencies are now designing social marketing campaigns to encourage energy conservation and concern for the environment or discourage smoking, illegal drug use, and obesity

Needs

States of felt deprivation Physical needs—food, clothing, warmth, and safety Social needs—belonging and affection Individual needs—knowledge and self-expression

BCG Growth-Share Matrix

The best-known portfolio-planning method was developed by the Boston Consulting Group (BCG), a leading management consulting firm. This BCG Growth-Share matrix shows the classification of company's SBUs. Market growth rate provides a measure of market attractiveness. Relative market share serves as a measure of company strength in the market. The Growth-Share Matrix defines four types of SBUs: Stars are high-growth, high-share businesses or products. Cash cows are low-growth, high-share businesses or products. Question marks, are low-share business units in high-growth markets. Dogs are low-growth, low-share businesses and products. The 10 circles in this growth-share matrix would represent a company's 10 current SBUs. The company must decide how much it will invest in each product or business SBU. It must decide whether to build, hold, harvest or divest.

The 4 Ps of marketing

The marketing mix is the set of tactical marketing tools that the firm blends to produce the response it wants in the target market. This figure shows the four marketing tools, the four Ps. - Product is the goods-and-services combination the company offers to the target market. - Price is the amount of money customers must pay to obtain the product. - Place includes the company activities that make the product available to target consumers. - Promotion refers to activities that communicate the merits of the product and persuade target customers to buy it. An effective marketing program blends the marketing mix elements into an integrated marketing program designed to achieve the company's marketing objectives by delivering value to consumers.

The product market and expansion grid

The product/market expansion grid refers to a portfolio-planning tool for identifying company growth opportunities through market penetration, market development, product development, or diversification. Companies must first consider if they can achieve deeper market penetration. That is, make more sales to current customers without changing the original products. Second, companies must consider possibilities for market development. This refers to identifying and developing new markets for its current products. Third, companies could consider product development by offering modified or new products to current markets. Finally, companies might consider diversification, which refers to starting up or buying businesses beyond the firm's current products and markets.

building customer equity

Total combined customer lifetime values of all of the company's customers Measures the future value of the company's customer base Increases when the loyalty of the firm's profitable customers increases Better measure of a firm's performance than current sales or market share For example, though Cadillac had a huge share of the luxury car market, most of its buyers were in the older age brackets and average customer lifetime value was falling. Many Cadillac buyers were on their last cars. Thus, although Cadillac's market share was good, its customer equity was not.

Marekting Intermediaries

help the company to promote, sell, and distribute its products to final buyers. Resellers Physical distribution firms Marketing services agencies Financial intermediaries Coca-Cola provides its retail partners with much more than just soft drinks. It also pledges powerful marketing support.

value delivery network

is composed of the company, its suppliers, its distributors, and its customers

Exchange

is the act of obtaining a desired object by offering something in return.

Market myopia

paying more attention to the specific products than to the benefits and experiences produced

Market positioning

the product to occupy a clear, distinctive, and desirable place relative to competing products