Chapter One: Creating and Capturing Customer Value

Chapter 1- slide 1
Copyright 2009 Pearson Education, Inc.

Publishing as Prentice Hall

Chapter One
Creating and Capturing Customer
Value
Chapter 1- slide 2
Creating and Capturing Customer
Value
Define marketing and outline the steps in the
marketing process
Understanding the Marketplace and Customer
Needs
Designing a Customer-Driven Marketing Strategy
Preparing an Integrated Marketing Plan and
Program
Building Customer Relationships
Capturing Value from Customers
The Changing Marketing Landscape
Topic Outline
Chapter 1- slide 3
What Is Marketing?
Marketing is a process by which
companies create value for customers
and build strong customer relationships
to capture value from customers in
return

Chapter 1- slide 4
Understanding the Marketplace
and Customer Needs
Customer needs, wants, and demands
Market offerings
Customer Value and satisfaction
Exchanges and relationships
Markets

Core Concepts
Chapter 1- slide 5
and Customer Needs
States of deprivation
Physicalfood, clothing, warmth, safety
Socialbelonging and affection
Individualknowledge and self-expression
Needs
Form that human needs take as they are shaped by
culture and individual personality Wants
Human wants backed by buying power
Demands
Customer Needs, Wants, and Demands

Chapter 1- slide 6
Market offerings are some
combination of products, services,
information, or experiences offered to a
market to satisfy a need or want
Marketing myopia is focusing only on
existing wants and losing sight of
underlying consumer needs

and Customer Needs
Chapter 1- slide 7
and Customer Needs
Customer Value and Satisfaction
Expectations

Customers
Value and
satisfaction
Marketers
Set the right level of
expectations
Not too high or low
Chapter 1- slide 8
Exchange is the act of obtaining a
desired object from someone by offering
something in return

and Customer Needs

Chapter 1- slide 9

Markets are the set of actual and
potential buyers of a product or service

and Customer Needs
Chapter 1- slide 10
Designing a Customer-Driven
Marketing Strategy

Marketing management is the art and
science of choosing target markets and
building profitable relationships with
them
What customers will we serve?
How can we best serve these customers?

Chapter 1- slide 11
Marketing Strategy
Market segmentation refers to dividing
the markets into segments of customers
Target marketing refers to which
segments to go after
Selecting Customers to Serve

Chapter 1- slide 12
Marketing Strategy

Demarketing is marketing to reduce
demand temporarily or permanently; the
aim is not to destroy demand but to
reduce or shift it
Selecting Customers to Serve

Chapter 1- slide 13
Marketing Strategy
The value proposition is the set of
benefits or values a company promises
to deliver to customers to satisfy their
needs

Choosing a Value Proposition

Chapter 1- slide 14
Marketing Strategy
Production
concept
Product
concept
Selling
concept
Marketing
concept
Societal
concept
Marketing Management Orientations

Chapter 1- slide 15

Marketing Strategy

Production concept is the idea that
consumers will favor products that are
available or highly affordable


Chapter 1- slide 16

Marketing Strategy

Product concept is the idea that
consumers will favor products that offer
the most quality, performance, and
features. Organizations should
therefore devote its energy to making
continuous product improvements.

Chapter 1- slide 17
Marketing Strategy
Selling concept is the idea that
consumers will not buy enough of the
firms products unless it undertakes a
large scale selling and promotion effort

Chapter 1- slide 18
Marketing Strategy
Marketing concept is the idea that
achieving organizational goals depends
on knowing the needs and wants of the
target markets and delivering the
desired satisfactions better than
competitors do


Chapter 1- slide 19
Marketing Strategy
Societal marketing concept is the idea
that a company should make good
marketing decisions by considering
consumers wants, the companys
requirements, consumers long-term
interests, and societys long-run
interests


Chapter 1- slide 20
The marketing mix is the set of tools
(four Ps) the firm uses to implement its
marketing strategy. It includes product,
price, promotion, and place.
Integrated marketing program is a
comprehensive plan that communicates
and delivers the intended value to
chosen customers.

Preparing an Integrated Marketing
Plan and Program
Chapter 1- slide 21
The overall process of building and
maintaining profitable customer
relationships by delivering superior
customer value and satisfaction

Customer Relationship Management
(CRM)

Chapter 1- slide 22
Relationship Building Blocks: Customer
Value and Satisfaction

Customer
perceived value
The difference
between total
customer value
and total
customer cost
Customer
satisfaction
The extent to
which a
products
perceived
performance
matches a
buyers
expectations
Chapter 1- slide 23
Customer Relationship Levels and Tools

Basic
Relationships
Full
Partnerships
Chapter 1- slide 24

Relating with more carefully selected
customers uses selective relationship
management to target fewer, more
profitable customers
Relating more deeply and interactively by
incorporating more interactive two way
relationships through blogs, Websites,
online communities and social networks
The Changing Nature of Customer
Relationships

Chapter 1- slide 25
Partner relationship management
involves working closely with partners in
other company departments and
outside the company to jointly bring
greater value to customers

Chapter 1- slide 26
Partners inside the company is every
function area interacting with customers
Electronically
Cross-functional teams
Partners outside the company is how
marketers connect with their suppliers,
channel partners, and competitors by
developing partnerships

Partner Relationship Management

Chapter 1- slide 27
Supply chain is a channel that stretches
from raw materials to components to
final products to final buyers
Supply management
Strategic partners
Strategic alliances

Partner Relationship Management

Chapter 1- slide 28
Customer lifetime value is the value of
the entire stream of purchases that the
customer would make over a lifetime of
patronage

Creating Customer Loyalty and
Retention

Chapter 1- slide 29
Share of customer is the portion of the
customers purchasing that a company
gets in its product categories
Growing Share of Customer

Chapter 1- slide 30

Customer equity is the total combined
customer lifetime values of all of the
companys customers

Chapter 1- slide 31
Building the right relationships with the
right customers involves treating
customers as assets that need to be
managed and maximized
Different types of customers require
different relationship management
strategies
Build the right relationship with the right
customers
Building Customer Equity

Chapter 1- slide 32

The New Marketing Landscape
Digital age
Rapid
globalization
Ethics and
social
responsibility
Not-for-profit
marketing
Major Developments

Chapter 1- slide 33
All rights reserved. No part of this publication may be reproduced, stored in a
retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written
permission of the publisher. Printed in the United States of America.

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