C A I I B

General Bank Management

Marketing Management for Bankers

MODULE D

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What is Marketing??
Selling?
Advertising?
Promotions?
Making products available in stores?
Maintaining inventories?

All of the above, plus much more!
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Marketing = ?
Marketing is the process of planning and executing the
conception, pricing, promotion, and distribution of ideas,
goods, services to create exchanges that satisfy
individual and organizational goals
American Marketing Association
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Marketing = ?
Marketing management is the art and science of
choosing target markets and getting, keeping, and
growing customers through creating, delivering, and
communicating superior customer value.
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Simple Marketing System
Industry
(a collection
of sellers)
Market
(a collection
of Buyers)
Goods/services
Money
Communication
Information
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Marketing = ?
Marketing is the sum of all activities that take you to a
sales outlet. After that sales takes over.
Marketing is all about creating a pull, sales is all about
push.
Marketing is all about managing the four Ps
product
price
place
promotion
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The 4 Ps & 4Cs
Marketing
Mix
Product
Price Promotion
Place
Customer
Solution
Customer
Cost
Communication
Convenience
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Difference Between - Sales & Marketing ?
Sales
trying to get the customer to want what the
company produces
Marketing
trying to get the company produce what the
customer wants



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Scope What do we market
Goods
Services
Events
Experiences
Personalities
Place
Organizations
Properties
Information
Ideas and concepts
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Core Concepts of Marketing
Based on :
Needs, Wants, Desires / demand
Products, Utility, Value & Satisfaction
Exchange, Transactions & Relationships
Markets, Marketing & Marketers.

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Needs, wants
demands
Markets
Marketing &
Marketers
Utility, Value &
Satisfaction
Xchange, Transaction
Relationships
Products
Core Concepts of Marketing
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Core Concepts of Marketing
Need food ( is a must )
Want Pizza, Burger, French fry's ( translation of a need
as per our experience )
Demand Burger ( translation of a want as per our
willingness and ability to buy )
Desire Have a Burger in a five star hotel
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In order to understand Marketing let us begin with the
Marketing Triangle
Customers
Competition Company
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Who is a Customer ??

Anyone who is in the market looking at a product /
service for attention, acquisition, use or consumption
that satisfies a want or a need
CUSTOMER IS . . . . .

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Customer
CUSTOMER has needs, wants, demands and
desires
Understanding these needs is starting point of the
entire marketing
These needs, wants arise within a framework
or an ecosystem
Understanding both the needs and the ecosystem is
the starting point of a long term relationship

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How Do Consumers Choose Among
Products & Services?
Value - the value or benefits the customers gain from
using the product versus the cost of obtaining the
product.
Satisfaction - Based on a comparison of performance
and expectations.
Performance > Expectations => Satisfaction
Performance < Expectations => Dissatisfaction
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Customers - Problem Solution
As a priority , we must bring to our customers
WHAT THEY NEED
We must be in a position to UNDERSTAND their
problems
Or in a new situation to give them a chance to AVOID
the problems
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Customer looks for Value
Value = Benefit / Cost
Benefit = Functional Benefit + Emotional
Benefit
Cost = Monetary Cost + Time Cost +
Energy Cost + Psychic Cost
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Strategic Marketing
Strategic marketing management is concerned with
how we will create value for the customer
Asks two main questions
What is the organizations main activity at a
particular time? Customer Value
What are its primary goals and how will these be
achieved? how will this value be delivered

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Strategic Planning
Strategic Planning is the managerial process of
creating and maintaining a fit between the
organizations objectives and resources and the
evolving market opportunities.

Also called Strategic Management Process
All organizations have this
Can be Formal or Informal
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The Strategic-Planning, Implementation,
and Control Process
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Business Strategic-Planning Process
External environment
(Opportunity &
Threat analysis)
Internal Environment
(Strength/ Weakness analysis)
Goal Formulation Business Mission
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Strategy Formulation
Environmental Analysis
Internal Analysis
Competitor
Customer
Supplier
Regulatory
Social/ Political

Technology Know-How
Manufacturing Know-How
Marketing Know-How
Distribution Know-How
Logistics
Strength & Weaknesses
Identity Core Competencies
Opportunities & Threats
Identify opportunity
Fit internal Competencies with external opportunities
Firm Strategies
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The Marketing Plan
A written document that acts as a guidebook of
marketing activities for the marketing manager
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CONTENTS of MARKETING PLAN
Business Mission Statement
Objectives
Situation Analysis (SWOT)
Marketing Strategy
Target Market Strategy
Marketing Mix
Positioning
Product
Promotion
Price
Place Distribution
People
Process
Implementation, Evaluation and Control
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The Marketing Process
Business
Mission
Statemen
t
Objective
s
Situation
or SWOT
Analysis
Implementation
Evaluation, Control
Target Market
Strategy
Marketing Strategy
Product
Promotion
Place/Distribution
Price
Marketing Mix
Marketing Environment
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Why a product like radio declined
and now once again emerging as
an entertainment medium ?

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What Were the Drivers of This Change ?
Technology ?
Government policy ?
Other media substitutes ?
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Why Market Leaders Suffered ?
HMT vs. Titan
HLL vs. Nirma
Bajaj vs. Honda
Dot.com boom, then bust and now resurgence
Market leadership today cannot be taken for
granted.New and more efficient companies are able
to upstage leaders in a much shorter period.

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Factors
Influencing
Companys
Marketing
Strategy
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Demographics
Social
Change
Economic
Conditions
Political &
Legal Factors
Technology
Competition
Environmental
Scanning
Target Market
Product
Distribution
Promotion
Price
External Environment
is not controllable
Ever-Changing
Marketplace
External Marketing Environment
Physical / Natural
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The macro-environment
is the assessment of the external forces that act upon the
firm and its customers, that create threats & opportunities
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P r o d u c t

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Anything that is offered to the market for
attention, acquisition, use or consumption that
satisfies a want or a need
Product is . . . . .
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Types of Products
Consumer
Products
Industrial
Products
PRODUCTS
Services
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Product Items, Lines, and Mixes
Product Item
Product Line
Product Mix
A specific version of a product
that can be designated as a
distinct offering among an
organizations products.
A group of closely-related
product items.
All products that an
organization sells.
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Product Mix
Width how many product lines a company has
Length how many products are there in a product line
Depth how many variants of each product exist within a
product line
Consistency how closely related the product lines are in
end use
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Gillettes Product Lines & Mix
Blades and Writing
razors Toiletries instruments Lighters
Fusion 5 blade
Mach 3 Turbo
Mach 3 Series Paper Mate Cricket
Sensor Adorn Flair S.T. Dupont
Trac II Toni S.T. Dupont
Atra Right Guard
Swivel Silkience
Double-Edge Soft and Dri
Lady Gillette Foamy
Super Speed Dry Look
Twin Injector Dry Idea
Techmatic Brush Plus



Width of the product mix
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What is a Service? Defining
the Essence
An act or performance offered by one party to another
(performances are intangible, but may involve use of
physical products)
An economic activity that does not result in ownership
A process that creates benefits by facilitating a desired
change in customers themselves, or their physical
possessions, or intangible assets
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Some Industries - Service Sector
Banking, stock broking
Lodging
Restaurants, bars,
catering
Insurance
News and entertainment
Transportation (freight and
passenger)
Health care
Education
Wholesaling and retailing
Laundries, dry-cleaning
Repair and maintenance
Professional (e.g., law,
architecture, consulting)

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Classification of Services
Pure Tangible Product
Materials / Components
Computers
Major Product with
Minor Services
Product = Service
Major Service with
Minor Product
Business Hotels
Good Transportation
Banking
Pure Intangible
Service
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Intangibility Services are intangibility cannot be seen,
tasted, felt, heard or smelled before purchase.
Inseparability - Services are produced and consumed
simultaneously.
Variability or Heterogeneity Services are highly variable
Perishability Services cannot be stored.
Non Ownership - Services are rendered but there is no
transfer of title

Major Characteristic of Services
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The Marketing Mix
The conventional view of the marketing mix consisted of
four components (4 Ps): Product, Price, Place/
distribution and Promotion.
Generally acknowledged that this is too narrow today;
now includes , Processes, Productivity [technology
]People [employees], Physical evidence
Marketers today are focused on virtually all aspects of
the firms operations that have the potential to affect
the relationship with customers.
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The 8Ps of Integrated Service
Management vs. the Traditional 4Ps
Product elements
Place, cyberspace, and time
Process
Productivity and quality
People
Promotion and education
Physical evidence
Price and other user outlays
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The Give and Get of Marketing
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Great Words on Marketing
1. The purpose of a company is to create a customerThe only
profit center is the customer.
2. A business has twoand only twobasic functions: marketing
and innovation. Marketing and innovation produce results: all the
rest are costs.
3. The aim of marketing is to make selling unnecessary.
4. While great devices are invented in the Laboratory, great
products are invented in the Marketing department.
5. Marketing is too important to be left to the marketing
department.

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Drivers of Customer Satisfaction
Many aspects of the firms value proposition contribute
to customer satisfaction:
The core product or service offered
Support services and systems
The technical performance of the firm
Interaction with the firm and it employees
The emotional connection with customers
Ability to add value and to differentiate as a firm focuses
more on the top levels
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Marketers and Markets
Marketers are focused on stimulating exchanges with
customers who make up markets B2C or B2B.
The market is comprised of people who play a series
of roles: decision makers, consumers,
purchasers, and influencers.
It is absolutely essential that marketers have a detailed
understanding of consumers, their needs and
wants.
Much happens before and after the sale to affect
customer satisfaction
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Stages of Customer Interaction
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What Changed in Marketing
Organize by product units
Focus on profitable transactions
Look primarily at financial
scorecard
Focus on shareholders
Marketing does the marketing
Build brands through advertising
Focus on customer acquisition
No customer satisfaction
measurement
Over-promise, under-deliver
Organize by customer segments
Focus on customer lifetime value
Look also at marketing scorecard

Focus on stakeholders
Everyone does the marketing
Build brands through performance
Focus on customer retention
Measure customer satisfaction and
retention rate
Under-promise, over-deliver
Old Economy New Economy
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Are Banks truly
marketing-savvy and
customer - centric?
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Myth 1 The larger the range of products, the more
customer-centric I am.

Mythbuster The range of products has
emerged from being
competition-centric.
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Myth 2 Better technology (read CRM) leads to
better customer service.
Mythbuster Technology
alone does not deliver,
helps people do.
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Myth 3 Launch a product and the customer will start
using instantly.
- Give a customer a card and he will learn how to play
with it immediately
Mythbuster Customers need
To be educated too
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Mythbuster Customers
are not only present
where competition is.
Myth 4 The only way to get a customer is from
competition.
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Myth 5 Just advertise and - You will sell.
Mythbuster Advertising will only sell,
Not retain customers.
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Myth 6 No difference between marketing & selling
Mythbuster Selling focuses on the needs of the
seller; marketing on the needs of the buyer.
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Myth 7 In the absence of relationships trust builds
financial brands
Mythbuster Trust is not a differentiator at all
it is the very minimum that the customer expects!!
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So what will the differentiators be :
Technology ?

Brand ?

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The real differentiator of
customer centricity in a
commoditised world of financial
products -
Customer Service !

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Thank You
sagarnarsian@yahoo.com