Transcript Chapter 1: An Overview of Marketing

Lamb, Hair, McDaniel
MKTG2007-2008
1
CHAPTER
An Overview of Marketing
Designed by
Amy McGuire, B-books, Ltd.
Chapter 1
Prepared by
Deborah Baker, Texas Christian University
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1
Learning Outcomes
LO1
Define the term marketing
LO2
Describe four marketing management
philosophies
LO3
Discuss the differences between sales and
market orientations
LO4
Describe several reasons for studying
marketing
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LO1
What Is Marketing?
Define the term
marketing
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What Is Marketing?
Stresses Customer Satisfaction
A Philosophy
A Set of Activities…
An Attitude
Products
A Perspective
Distribution
A Management
Orientation
Promotion
Pricing
LO1
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What Is Marketing?
American Marketing Association Definition
Marketing is an organizational function and
a set of processes for creating,
communicating, and delivering value to
customers and for managing customer
relationships in ways that benefit the
organization and its stakeholders.
LO1
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What Is Marketing?
More
investment
Stockholder
satisfaction
Growth and
profits
Repeat
business
Employee
satisfaction
LO1
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Higher
quality
Greater
effort
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Exchange
Exchange
Chapter
PHOTO
Here
People giving up something to
receive something they would
rather have.
LO1
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LO1 Exchange
At Least Two Parties
Something of Value
Conditions for
Exchange
Communication and Delivery
Freedom to Accept or Reject
Desire to Deal with Other Party
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LO1 Exchange
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
Exchange may not take place even
if conditions are met

An agreement must be reached

Marketing occurs even if
exchange does not take place
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LO1 REVIEW LEARNING OUTCOME
Customer value
and beneficial
relationships
Creating
Value
Exchange
A
B
Delivering
Value
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Communicating
Value
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LO2
Marketing Management
Philosophies
Describe four
marketing
management
philosophies
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LO2
Marketing Management
Philosophies
Orientation
Focus is on…
Production internal capabilities of the firm
Sales
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aggressive sales techniques and belief
that high sales result in high profits
Market
satisfying customer needs and wants
while meeting objectives
Societal
satisfying customer needs and
wants while enhancing individual and
societal well-being
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Market Orientation
Marketing
Concept
The idea that the social
and economic justification
for an organization’s
existence is the
satisfaction of customer
wants and needs while
meeting organizational
objectives.
LO2
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LO2 The Marketing Concept
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
Focusing on customer wants and needs to
distinguish products from competitors’
offerings

Integrating all the organization’s activities to
satisfy these wants

Achieving the organization’s long-term goals
by satisfying customer wants and needs
legally and responsibly
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LO2
Achieving a Marketing
Orientation
 Obtain information about customers, competitors,
and markets
 Examine the information from a total business
perspective
 Determine how to deliver superior
customer value
 Implement actions to provide value
to customers
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Societal Marketing
Societal
Marketing
Orientation
An organization exists not only
to satisfy customer wants but
also to preserve or enhance
individuals’ and society’s longterm best interests.
•
•
•
Less toxic products
More durable products
Products with reusable
or recyclable materials
LO2
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LO2 REVIEW LEARNING OUTCOME
Orientation
Focus
Production
What can we make or do best?
Sales
How can we sell more aggressively?
Marketing
What do customers
want and need?
Societal
What do customers want and need,
and how can we benefit society?
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LO3
Sales and Marketing
Orientations
Discuss the
differences
between sales
and market
orientations
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Comparing the Sales and
Market Orientations
You can compare these orientations against
these five categories:





Organization’s focus
Firm’s business
Those to whom the product is directed
Firm’s primary goal
The tools used to achieve those goals
LO3
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Customer Value
Customer Value
The relationship between benefits
and the sacrifice necessary to
obtain those benefits.
LO3
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LO3 Customer Value Requirements
 Offer products that
perform
 Earn trust
 Avoid unrealistic pricing
 Give the buyer facts
 Offer organization-wide
commitment in
service and after-sales
support
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Customer Satisfaction
Customer
Satisfaction
The feeling that a product
met or exceeded the
customer’s expectations.
LO3
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Building Relationships
Relationship
Marketing
A strategy that
focuses on
keeping and
improving
relationships with
current customers.
LO3
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Building Relationships

Customer-oriented personnel

Employee training programs

Empowered employees

Teamwork
LO3
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Biz Flix
LO3
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The Jerk
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LO3 Defining a Firm’s Business
Use “benefits” instead of
“goods/services”
 Ensures a customer focus
 Encourages innovation
and creativity
 Stimulates an awareness
of changes in customer
preferences
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LO3 REVIEW LEARNING OUTCOME
Sales vs. Market Orientations
Organization’s Firm’s
For
Focus
Business Whom?
Primary
Profit
Goal?
Tools to
Achieve
Sales
Orientation
Inward
Selling
Everybody
goods and
services
Maximum
sales
volume
Market
Orientation
Outward
Satisfying
wants and
needs
Customer Coordinated
satisfaction use of all
marketing
activities
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Specific
groups of
people
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Primarily
promotion
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LO4
Why Study Marketing
Describe several
reasons for studying
marketing
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LO4 Why Study Marketing?
 Plays an important role in
society
 Vital to business survival,
profits and growth
 Offers career opportunities
 Affects your life every day
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Why Study Marketing
Vital Marketing Activities
Assess the wants and satisfaction of customers
Design and manage product offerings
Determine prices and pricing policies
Develop distribution strategies
Communicate with present and potential customers
LO4
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LO4 REVIEW LEARNING OUTCOME
Reasons for Studying Marketing
Why Study Marketing?
Important
to
Society
Important
to
Business
Good
Career
Opportunities
+
Marketing affects you every day!
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