marketing chapter 01
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Copyright Atomic Dog Publishing, 2007
Chapter 1:“Marketing Today”
Joel R. Evans & Barry Berman
Marketing, 10e: Marketing in the 21st Century
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Copyright Atomic Dog Publishing, 2007
Chapter Objectives
• To illustrate the exciting, dynamic, and influential nature of marketing
• To define marketing and trace its evolution with emphasis on the marketing concept, a marketing philosophy, customer service, and customer satisfaction and relationship marketing
• To show the importance of marketing as field of study
• To describe the basic functions of marketing and those that perform these functions
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Copyright Atomic Dog Publishing, 2007
Text Overview
All marketing efforts are directed to the consumer
• Environmental analysis
• Product
• Price
• Distribution
• Promotion
EnvironmentalAnalysis &MarketingResearch
TOTALTOTALMARKETINGMARKETING
EFFORTEFFORT
MarketingManagement
ProductPlanning
Broadening the Scope ofMarketing
Consumer Analysis
PromotionPlanning
DistributionPlanning
PricePlanning
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Copyright Atomic Dog Publishing, 2007
Marketing Definition
• MarketingMarketing is the Anticipation, Management and Satisfaction of Demand through the Exchange Process.
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Copyright Atomic Dog Publishing, 2007
Definition of Marketing
• Anticipation of Demand requires a firm to do consumer research in anticipation of market’s potential and consumers’ desires.
• Management of Demand includes: Stimulation: motivates consumers to want
firm’s offerings Facilitation: makes it easy to buy offerings Regulation: involves balancing inventory to
consumer demand
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Copyright Atomic Dog Publishing, 2007
Definition of Marketing
• Satisfaction of Demand involves product availability, product performance, perceptions of safety, & after-sale services.
• An Exchange Process includes the agreement for payment: cash/credit/promise to pay or support for a firm, institution, idea, or place.
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Copyright Atomic Dog Publishing, 2007
Ethical Exchanges
• Exchanges must be done in socially responsible way
• Both buyer and seller should consider impact on society and environment
Seller Buyer
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Copyright Atomic Dog Publishing, 2007
Consumer & Publics’ Demand
• Consumer Demand refers to final and organizational consumers
• Publics’ Demand refers to needs of unions, employees, stock holders & general public
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Copyright Atomic Dog Publishing, 2007
How Marketing Evolves
BarterEra
Self-sufficiency
Basic one-on-one trading
Production
Era
Demand exceeds supply
Output expanded
Sales Era
Supply equals demand
Selling process important
Marketing
Dept. Era
Supply Exceeds Demand
Marketing a Subsidiary Function
Marketing
Co. Era
Supply exceeds demand
Integrated role for marketing
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Copyright Atomic Dog Publishing, 2007
The Marketing Concept
Consumer Orientatio
n
Goal Orientation
Marketing Marketing ConceptConcept
Market-Driven
ApproachValue-Based
Philosophy
Integrated Marketing
Focus
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Copyright Atomic Dog Publishing, 2007
Focus of Selling Philosophy
Production Selling Consumption
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Copyright Atomic Dog Publishing, 2007
Focus of Marketing Philosophy
ConsumerNeed
Evaluation
IntegratedMarketing
Effort
Achievement of
Organizational Goals
ConsumerSatisfaction
Feedback
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Copyright Atomic Dog Publishing, 2007
Selling Philosophy
• Output “Sold” to Consumers• Looks at Individual, Single
Consumer• Seeks Sales Rather Than Profit• Short-Term Goal Orientation• Concerned with Current Inventory
Reduction• Narrower View of Consumer Needs• Little Adaptation to Environment• Informal Planning & Feedback
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Copyright Atomic Dog Publishing, 2007
Marketing Philosophy
• Consumer-Oriented
• Stresses Research & Consumer Analysis
• Looks at Groups of Consumers
• Profit-Oriented
• Directed to Long-Range Goals
• Two-Way Interactive Process
• Appropriate Adaptation to Marketing Environment
• Broad View of Consumer Needs
• Integrated Planning & Feedback
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Copyright Atomic Dog Publishing, 2007
Factors That Affect Customer Satisfaction
Overall Customer Satisfactio
n
Courteous Employees
Knowledgeable Employees
Friendly Employees
Helpful Employees
Accuracy of BillingQuick Service
Billing Clarity Billing Timeliness
Good Value Competitive Pricing
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Copyright Atomic Dog Publishing, 2007
Relationship Marketing
Through
Relationship Marketing,
companies build
customer satisfaction
and increase long-term
customer loyalty.
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Copyright Atomic Dog Publishing, 2007
Customer Service
• Customer Service tends to be intangible, but quite meaningful, to many customers.
• In today’s highly competitive, global marketplace, the level of customer service a firm provides can affect its ability to attract and retain customers more than ever before.
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Copyright Atomic Dog Publishing, 2007
Marketing Performers
Organizational Consumer
Marketing Specialist
Manufacturer or Service Provider
Retailer
Wholesaler
Basic Marketing
Performers
Final Consumer
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Copyright Atomic Dog Publishing, 2007
Marketing Performers!
Include: Consumers
Manufacturers
Service Providers
Wholesalers
Retailer
Marketing Specialists
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Copyright Atomic Dog Publishing, 2007
Basic Functions of MarketingText ChaptersText Chapters
Environmental Analysis & Marketing Research
TOTALMARKETING
EFFORT
MarketingManagement
ProductPlanning
Broadeningthe Scope of Marketing
ConsumerAnalysis
PromotionPlanning
DistributionPlanning
PricePlanning
See Chapters
2 & 4
See Chapters 5–7
See Chapters 8–10
See Chapters 3 & 22
See Chapters 20–21
See Chapters 17–19
See Chapters 14–16
See Chapters 11–13
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Copyright Atomic Dog Publishing, 2007
8 Marketing Functions
Environmental Analysis and Marketing Research: Monitoring and adapting to external factors that affect success or failure, such as the economy and competition; and collecting data to resolve specific marketing issues.
Broadening the Scope of Marketing: Deciding on the emphasis to place, as well as the approach to take, on societal issues, global marketing, and the Web.
Consumer Analysis: Examining and evaluating consumer characteristics, needs and purchase processes; and selecting the group(s) of consumers at which to aim marketing efforts.
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Copyright Atomic Dog Publishing, 2007
8 Marketing Functions continued
Product Planning (including goods, services, organizations, people, places, ideas): Developing and maintaining products, product assortments, product images, brands, packaging, and optional features, and deleting faltering products.
Distribution Planning: Forming logistical relationships with intermediaries, physical distribution, inventory management, warehousing, transportation, allocating goods & services, wholesaling, and retailing.
Promotion Planning: Communicating with customers, the general public, and others through some type of advertising, public relations, personal selling, and/or sales promotion.
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Copyright Atomic Dog Publishing, 2007
8 Marketing Functions continued
Price Planning: Determining price levels and ranges, pricing techniques, terms of purchase, price adjustments, and the use of price as an active or passive factor.
Marketing Management: Planning, implementing, and controlling the marketing program (strategy) and individual marketing functions; appraising the risks and benefits in decision making; and focusing on total quality.
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Copyright Atomic Dog Publishing, 2007
Chapter Summary• This chapter illustrates the dynamic and
influential nature of marketing from the perspective of businesses and consumers.
• It provides a definition of marketing and traces its evolution with emphasis on the marketing concept, a marketing philosophy, customer service, and customer satisfaction and relationship marketing.
• The chapter shows the importance of marketing as a field of study.
• It describes the 8 basic functions of marketing and those that perform these functions.