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Marketing: Managing Profitable Customer Relationships
Philip Kotler Gary Armstrong Swee Hoon Ang Siew Meng Leong Chin Tiong Tan Oliver Yau Hon-Ming HonPowerPoint slides adapted by Peggy Su
Learning Objectives
After studying this chapter, you should be able to: 1. 2. 3. Define marketing and outline the steps in the marketing process Explain the importance of understanding customers and the marketplace, and identify the five core marketplace concepts Identify the key elements of a customer-driven marketing strategy and discuss the marketing management orientations that guide marketing strategy Discuss customer relationship management, and identify strategies for creating value for customers and capturing value from customers in return Describe the major trends and forces that are changing the marketing landscape in this age of relationships
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Chapter Concepts
1. What Is Marketing? 2. Understanding the Marketplace and Customer Needs 3. Designing a Customer-Driven Marketing Strategy 4. Preparing an Integrated Marketing Plan and Program 5. Building Customer Relationships 6. Capturing Value from Customers 7. The New Marketing Landscape 8. So, What Is Marketing? Pulling It All Together
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What Is Marketing?
Marketing Defined Marketing is the process by which companies create value for customers and build strong customer relationships to capture value from customers in return.
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Marketing Process
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Value and satisfaction Set the right level of expectations Not too high or too low
Marketers
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MARKET SEGMENTATION
Advantages Company Efficiency in Distribution and Communication Customer Focus and Specialization Competitive Pressure Reduction
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CHOICE OF SEGMENTATION
Market Size Growth trend Homogeneity Responsiveness Purchase Authority Awareness Cost Loyalty Level
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CASE STUDY 1:
JEANS MARKET SEGMENTATION
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PRICE
Copyright 2009 Pearson Education South Asia Pte Ltd
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Partners outside the company is how marketers connect with their suppliers, channel partners, and competitors by developing partnerships.
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