elc 310 e-marketing day 5. agenda exam # 4 next week 10 short essays entire class period albert...
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ELC 310 E-Marketing
Day 5
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Agenda
Exam # 4 next week 10 Short essays Entire class period Albert Chapters 1-14
Case study Analysis 5 A’s Not much difference in scores Student scoring much higher than mine
Student prepared Case Studies Written due December 14 Presentation due December 17 Student work to be shared and discussed with others
Peer Grading Lecture/Discuss Evaluation Methodology and Research in
E-Commerce
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Case Study RecapCase Industry Marketing Challenge
1 Insulation Manufacturer
Integrated marketing Communications
2 Steel Mill Pricing Decision Process
3 Hardware Distributor Business Strength matrix
4 Utility Company Branded Customer experience
5 Not for Profit Branding Strategies
6 Consumer packaged goods
Service Marketing Model
7 Insurance Company Disintermediation Reintermediation
8 Financial Service New Product Development
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Chapter 13
Customerization--a future online opportunity
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What is “Customer”ization?
Customerization defines the exchange process of marketing in the context of complete customer-control.
Natural fit with the electronic environment
Entices customers to remain loyal
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Overview of the Model
Customerization is a buyer or customer- centric marketing model.
Develops a relationship between: One-to-one marketing Mass customization
Internal operations must have the capability to customize “Build to order process”
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Characteristics
Flexible Requires database
integration, operations, and production for success
Relies on a number marketing approaches: traditional mass marketing targeted direct marketing
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8 Enhanced Marketing Outcomes
Develop/Deepen Customer Relationship
Transitioning Experienced-Based Decision
Customizing the Interaction
Co-develop Products and Services
Premium Pricing Acceptance
Interactive Information Exchange
Distribution Channel Choice
Personal Brands
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I. Developing/Deepening Customer Relationship
Capitalizes on relationship building
E-business component demonstrated : CRM
Value Bubble Steps involved: Attract, Engage, Retain, Learn, Relate
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II. Transitioning Experienced-Based Decisions
“Design and Discover Process” allows user to see the outcome provides the experience that is
necessary E-business component
demonstrated : CRM and SCM
Value Bubble Steps involved: Engage, Retain
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III. Customizing the Interaction
Relies on accurate databases that integrate all customer information a firm possesses. Segmentation and Microsegmentation
E-business component demonstrated : CRM and BI
Value Bubble Steps involved: Learn and Relate
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IV. Co-Develop Products and Services
Collaborate with customers to develop a new product or service part of market research
E-business component demonstrated : BI, CRM
Value Bubble Steps involved: Engage
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V. Premium Pricing Acceptance
Increases value beyond competition creates customer satisfaction and
loyalty E-business component
demonstrated : E-Commerce or the transaction
Value Bubble Steps involved: Learn and Relate
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VI. Interactive Information Exchange
Leverages information about the products and services it provides
E-business component demonstrated : CRM
Value Bubble Steps involved: Engage and Retain
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VIII. Personal Brands
Transfers the brand from the company to the customer allows for total customer
empowerment E-business component
demonstrated : CRM
Value Bubble Steps involved: Engage and Retain
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Original Article
Evolution mass customization personalization 1:1 marketing
Customerization buyer-centric mass customization with customized
marketing
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1:1 and Personalized
“Know thy customer” Controlled by the firm Customerization
more than customized products/services
internal processes supply chain partnerships what if significant costs are involved?
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Customerization
Why? Changing customer ability/competency to co-produce technological and operational
capabilities Customer-centric
active participant drive process building/solidifying relationships
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Potential Benefits
Customer better meet needs worth premium
price higher satisfaction
Firm reductions in
inventory enhance loyalty avoid
commoditization better channel mgmt.
Online environment: reconfigurable, and easier identification of preferences
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Company Examples
Dell (build to order) inventory = $273 million/sales of $18.2
billion (1.5%)
Compaq (build to stock) inventory = $2 billion/ sales of $38.5
billion (5.2%)
1999 figures
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Marketing Implications
Relationship Marketing passive to active participants “What can you do with us?” adoption of MP3 by music industry
Focusing on Unarticulated Needs guides customer through design & discovery product use experiences (search vs. experience) Andersen Windows
Tailoring the offer only relevant options (db, software, ask)
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New Products interactive process (no longer laboratory only) Acumin
company no longer manufacturer but service provider TI specs for new calculator
high school teachers’ web reviews pre-sold copycat product from competitor reaction
Marketing Implications
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Price is Negotiable: Global Bazaar more fluid tailored to specific users based on elasticity customer acceptance issues dynamic pricing evolves
prices don’t go down value-added services
price becomes less important Interactive Edu-tainment
mix what you know with what you offer DuPont customer selects information
Marketing Implications
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Distribution off-the-shelf direct channel channel conflict customer has choice reverse portals
aggregate and coordinate final distribution garden.com e-milkman
Marketing Implications
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Competitive Advantage: Power of Finesse instead of brute strength high customer value wins levels playing field
street likes finesse and flexibility “big will not eat the small…the fast will eat
the slow” E-volve-or-Die.Com
Marketing Implications
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Customerization--additional strategy determine optimal portfolio
mass marketing direct marketing to target segments interactive customized marketing
E-businesses have advantage Amazon vs. General Motors
Technology is easy strategic and organizational decisions more complex and
expensive.
Marketing Strategies/Implications
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Researching E-Business
Chapter 14
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E-business Market Research
Business Intelligence Web Site Focus Results impact
E-Commerce Customer relationship management Supply chain management Enterprise resource planning
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Traditional Marketing Research Process
5 steps Define the issue or challenge Develop the research plan Collect information Analyze the information Actions
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Defining the issue or challenge
Indicators Declining market share Sales reduction Profits Order reduction Increased complaints Competitive actions
Develop research objectives
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Developing the Research Plan
5 Steps (for step two) Deciding on the research design Determining the types of information
needed and sources Evaluating different data Collections
options Developing the data collection device Deciding who and how many will
participate
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Research Design
Exploratory research Devine patterns
Look for connections Independent variables (cause) Dependant variables (effect) Multivariate analysis
Experimental research Experimental group Control group
Data sources Primary Secondary
Skewed Populations
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Collecting the Information
Face-to-Face Telephone On-line Representative samples?
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Analyzing the Data
Begin with research objectives Address the issue, opportunity or
challenge Analysis leads to
Recommendations Actions
Must be supported by quantifiable evidence
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3 Strategies for an Initial Web Launch
Setup Strategies Maintenance strategies Evaluation Strategies
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Setup Strategies
Attract customers applicable to offerings
3 components Web Site Quality Frequency of updates Speed
56K—10 secs Value bubble
Attract, Engage & Retain
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Maintenance Strategies
Create Site Loyalty and Facilitate Sales
GIST Gather Infer Segment Track
Measure Sales
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Evaluation Strategies
Site-Centric (automated) Daily, weekly and monthly reports (hits) Length of time spent (stickiness) Frequency of visits for each page and/or
sections Customer-Centric (still new)
Clickstream Core Services aspects Recovery aspects