Professional Documents
Culture Documents
Evolving Perspectives
What Is Marketing?
Simple Definition: Marketing is
managing profitable customer
relationships.
Goals:
1. Attract new customers by promising
superior value.
2. Keep and grow current customers
by delivering satisfaction.
Marketing Management Philosophies
Production Concept
Product Concept
Selling Concept
Marketing Concept
Societal Marketing Concept
The Production Concept
The Product Concept
Marketing and Sales Concepts Contrasted
Societal Marketing Concept
This Is a Need
Needs - state of felt
deprivation
including physical,
social, and
individual needs.
Maslows
Hierarchy
of Needs
This Is a Want
Wants - form that
a human need
takes, as
shaped by
culture and
individual
personality.
Need / Want Fulfillment
Needs and Wants
Fulfilled through a
Marketing Offer :
Some combination of
products, services,
information, or
experiences offered to a
market to satisfy a need
or want.
Products
Anything that can be Offered to a Market to Satisfy a Need or Want
Persons Places Organizations
Ideas Information
What Satisfies Consumers
Needs and Wants?
Services
Activity or Benefit Offered for Sale That is Essentially
Intangible and Does Not Result in the Ownership of Anything
Marketing Myopia
Sellers pay more
attention to the specific
products they offer than
to the benefits and
experiences produced
by the products.
They focus on the
wants and lose sight
of the needs.
This Is Demand
Demand
Wants
Buying Power
What is a Market?
The set of actual
and potential buyers
of a product.
These people share
a need or want that
can be satisfied
through exchange
relationships.
Segmentation and Target Marketing
Market Segmentation:
Divide the market into
segments of customers
Target Marketing:
Select the segment to
cultivate
#1 #2
Customer Satisfaction
Dependent on the
products perceived
performance relative
to a buyers
expectations.
Value and Satisfaction
Expectation
Performance
8 10
If performance is lower than expectations, satisfaction is low.
If performance is higher than expectations, satisfaction is high.
Expectation Performance
10 8
Customer Perceived Value
Customers evaluation
of the difference
between all the
benefits and all the
costs of a marketing
offer relative to those
of competing offers.
Customer Relationship Levels
Basic
Relationship
Full
Partnership
Continuum
Loyalty and Retention
Financial
Benefits
Social
Benefits
Structural
Ties
Customer Relationship Management
The process of
building and
maintaining
profitable customer
relationships by
delivering superior
customer value and
satisfaction.
Customer Lifetime Value
The entire stream of
purchases that the customer
would make over a lifetime of
patronage.
Share of Customer
The share a company
gets of the customers
purchasing in their
product categories.
Customer Loyalty & Retention