Transcript Marketing - davis.k12.ut.us

Chapter 1.2 PowerPoint
Building Customer Relationships
The first three steps in the marketing process- understanding the
marketplace and customer needs, designing a customer-driven
marketing strategy, and constructing a marketing program- all
lead up to the fourth and most important step: building and
managing profitable customer relationships.
https://www.youtube.com/watch?v=IN6cJ_wGmsk
Customer Relationship Management
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Customer Relationship Management -The overall process of building and
maintaining profitable customer relationships by delivering superior
customer value and satisfaction.
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The key to building lasting customer relationships is to create superior
customer value and satisfaction. Satisfied customers are more likely to be
loyal customers and give the company a larger share of their business.
Customer-Perceived Value
• Customer-Perceived Value: The customer’s evaluation of the
difference between all of the benefits and all the costs of all the
of a marketing offer relative to those of competing offers.
• To some customers, value might mean sensible products at
affordable prices. To other consumers, however, value might
mean paying more to get more.
Customer Satisfaction
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Customer Satisfaction: The extent to which a product’s perceived performance
matches a buyer’s expectations.
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Outstanding marketing companies go out of their way to keep important
customers satisfied.
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Higher levels of customer satisfaction lead to greater customer loyalty.
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Which results in better company performance.
Example: In-N-Out vs. McDonald’s
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(pricing vs. service)
https://www.youtube.com/watch?v=9rNfJClN4js
Customer Relationship Levels and Tools
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Basic Relationships: (Low Margin customers) create relationships through brandbuilding advertising, public relations, websites, and apps.
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Full Partnerships: (High Margin and fewer Customers) create partnerships with key
customers. Ex: Nike with Sports Authority, Dick’s Foot Locker.
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Frequency Marketing Programs: (high value & Satisfaction) Rewards customers
who buy frequently or in large amounts.
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EX: Airlines offer frequent-flyer programs, hotels give room upgrades to frequent guests.
Club Marketing Programs: offer members special benefits and create member
communities.
The Changing Nature of Customer
Relationships
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Significant changes are occurring in the ways companies relate to their customers.
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Relating with More Carefully Selected Customers : Marketers realize they need
to target specific customers, not mass marketing.
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Screening out unprofitable customers.
Relating More Deeply and Interactively: companies are starting to incorporate
new, interactive approaches that help build targeted, two-way customer
relationships.
Interactive Customer Relationships
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Customer-Managed Relationships: Marketing relationships in which customers,
empowered by today’s new digital technologies, interact with companies and with
each other to shape their relationships with brands.
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New Technologies & Tools: Twitter, Social Media, Apps
Consumer-Generated Marketing
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Consumer-Generated Marketing: Brand exchanges created by consumers
themselves-both invited and uninvited-by which consumers are playing an
increasing role in shaping their own brand experiences and those of other
consumers.
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Consumer suggestions and consumer-generated commercials.
Can be expensive and time-consuming type of marketing.
Invited and uninvited.
Partner Relationship Management
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Partner Relationship Management: Working closely with partners in other
company departments and outside the company to jointly bring greater value to
customers.
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Through supply chain management longer channels strengthen their connections
with partners all along the supply chain.
Capturing Value from Customers
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Good customer relationship management creates customer satisfaction.
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Customer lifetime value: The value of the entire stream of purchases a customer
makes over a lifetime of patronage.
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Stew Leonard’s Dairy Stoke supermarket:
“Rule #1: The customer is always right.
Rule #2: If the customer is ever wrong, re-read rule #1.”
Growing Share of Customer
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Share of Customer: The portion of the customer’s purchasing that a
company gets in its product categories.
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Greater variety of products
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Cross selling
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Up selling
Building Customer Equity
• Customer Equity: The total combined customer lifetime values
of all the company’s customers.
Building the Right Relationships with the
Right Customers
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Strangers: Show low potential profitability and little projected loyalty. Little fit
between the company’s offerings and their needs.
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Butterflies: are potentially profitable but not loyal. There is a good fit between the
company’s offerings and their needs. Only give service for a short time and then
gone. Ex. Stock market investors that jump around.
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True friends: both profitable and loyal. There is a strong fit between their needs
and the company’s offerings. Continuous relationship.
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Barnacles: highly loyal buy not very profitable. There is a limited fit between their
needs and the company’s offerings. Like barnacles on the hull of a ship, they
create drag. Problematic customer.
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Different types of customers require different relationship management
strategies.
Customer Relationship Groups
Potential Profitability
High
Butterflies
True Friends
Strangers
Barnacles
Low
Short – Term
Long-Term
Projected Loyalty
The Changing Marketing Landscape
“The pace of change is so rapid that the ability to change
has now become a competitive advantage.” –Richard
Love of HP
The Changing Economic Environment
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Beginning in 2008, the United States and world economies experienced the Great
Recession, a stunning economic meltdown unlike anything since the Great
Depression of the 1930’s.
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Stock market plunged.
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In response, companies aligned their marketing strategies with the new economic
realities. Marketers are emphasizing the value in their value propositions.
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Focus: Value-for-the-money, practicality, durability.
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EX: Target – Expect More. Pay Less.
The Digital Age
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Explosive growth in digital technology has fundamentally changed the way we
live.
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The digital age provided marketers with exciting new ways to learn about and
track customers and create products and services tailored to individual customer
needs.
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New Advertising tools.
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Internet: A vast public web of computer networks that connects users of all types
all around the world to each other and to an amazingly large information
repository.
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Online marketing is now the fastest-growing form of marketing.
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Hard to find a company that does not use the web.
The Growth of Not-for-Profit Marketing
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Marketing has become a major part of the strategies of many not-for-profit
organizations to compete for support and membership funds:
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Colleges
Hospitals
Museums
Zoos
Symphony Orchestras
Churches
Government Organizations
Rapid Globalization
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Every company is touched in some way by global competition.
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American firms are competing with international companies.
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Often International Companies outperform American companies.
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Thus, Managers in countries around the world are increasingly taking a global, not
just local, view of the company’s industry, competitors and opportunities.
Sustainable Marketing –
the Call for More Social Responsibility
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Sustainable Marketing Practices: Worldwide consumerism and environmentalism
movements that today’s markers are developing.
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Corporate ethics and social responsibility have become hot topics for almost every
business.
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The social-responsibility and environmental movements will place even stricter
demands on companies in the future.
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Some companies resist, some welcome sustainability.