Magement Summary

CHAPTER 1

Marketing: Creating and Capturing Customer Value

Previewing the Concepts

1. Define marketing and the marketing process.

2. Explain the importance of understanding customers and identify the five core marketplace concepts.

3. Identify the elements of a customer-driven marketing strategy and discuss the marketing management orientations that guide strategy.

4. Discuss customer relationship management and identify strategies for creating value for and capturing value from customers.

5. Describe the major trends and forces that are changing the marketing landscape.

CASE STUDY

P&G’s Tide – Building Relationships

Value Creation for Tide

 History: Tide is an innovative brand, historically positioned on the basis of superior functional performance.

 At Issue: Competitors can copy product benefits quickly, but can not copy feelings toward the brand.

 Challenge: Understand what the brand means to consumers and how it fits into their lives.

 Goal: “Speak eye-to-eye with consumers.”

Building Relationships

 Research Process: Explored the emotional connections women have with their laundry via consumer immersion.

 Findings: Women are linked emotionally to clothing. Fabrics allow women to express their attitudes, personality, and multiple facets of being female.

 “Tide Knows Fabrics Best” campaign featured rich visual imagery and meaningful emotional connections.

 Result: 7% sales increase.

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 Defined

 Marketing is the activity, set of instructions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.

OLD view of marketing:

Making a sale—“telling and selling”

NEW view of marketing:

Satisfying

customer needs

The Marketing Process

A simple model of the marketing process:

► Understand the marketplace and customer needs and wants.

► Design a customer-driven marketing strategy.

► Construct an integrated marketing program that delivers superior value.

► Build profitable relationships and create customer delight.

► Capture value from customers to create profits and customer quality.

Needs, Wants, and Demands

 Need:

State of felt deprivation including physical, social, and individual needs.

► Physical needs:

• Food, clothing, shelter, safety

► Social needs:

• Belonging, affection

► Individual needs:

• Learning, knowledge, self-expression

Need/Want Fulfillment

 Needs and wants are fulfilled through a Marketing Offer:

► Some combination of products, services, information, or experiences offered to a market to satisfy a need or want.

Market Offerings

 Products:

► Persons, places, organizations, information, ideas.

 Services:

► Activity or benefit offered for sale that is essentially intangible and does not result in ownership.

 Brand experiences:

► “. . . dazzle their senses, touch their hearts, stimulate their minds.”

Marketing Myopia

 Marketing myopia:

► Occurs when 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.”

Customer Value and Satisfaction

 Care must be taken when setting expectations:

► If performance is lower than expectations, satisfaction is low.

► If performance is higher than expectations, satisfaction is high.

Exchanges and Relationships

 Exchange:

► Act of obtaining a desired object from someone by offering something in return.

 Relationships:

► Marketing actions build and maintain relationships with target audiences involving an idea, product, service, or other object.

What Is a Market?

 A market:

► Is the set of actual and potential

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