Marketing Management

Full text

Marketing Management 12e
PHILIP KOTLER & KEVIN LANE KELLER
ISBN 0-13-145757-8
658.8—dc22
Note: all credits for contents goes to the original author.
Summarized by Wawan Setiawan (winanci@gmail.com)

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Redefining Marketing for 21st
Century
●Marketing is everywhere, but tricky
●It makes Marketing management difficult
because it needs continuous improvement

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The scope of marketing: What is
marketing? (1)
●Marketing: meeting needs profitably
●Marketing: 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
●Marketing management: the art and science
of choosing target markets and getting,
keeping, and growing customers through
creating, delivering, and communicating
superior customer value.

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The scope of marketing: What is
marketing? (2)
●Marketing is not only selling.
●Marketing makes product/service fits customer
& sells itself ==> customer ready to buy
●In the end, Marketing makes selling
unnecessary
●Example: iPhone by Apple

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The scope of marketing: What is
marketing? (3)
Exchange:
●at least 2 parties
●each has something that might be of value for
the other
●each is capable of communication & delivery.
●each is free to accept or reject the exchange
offer.
●each believes it is appropriate or desirable to
deal with the other party.

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The scope of marketing: What is
marketing? (4)
Transaction involves:
●2 things of value
●certain conditions
●time & place
Transaction is not transfer (one way)

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The scope of marketing: What is
marketed?
●goods
●services
●experiences
●events
●persons
●places
●properties
●organizations
●information
●ideas

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The scope of marketing: Who
markets? (1)
●Marketers market to Prospects
●Marketers do Demand management: seek to
influence the level, timing & composition of
demand

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The scope of marketing: Who
markets? (2)
Eight demand states:
●negative: dislike & avoid
●nonexistent: unaware or uninterested
●latent: strong need unsatisfied by existing product
●declining: buy less frequently if not at all
●irregular: purchases vary
●full: buying all
●overfull: customers demand is more than product availability
●unwholesome: for product that may have undesirable social
consequences

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The scope of marketing: Who
markets? (3)

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The scope of marketing: Who
markets? (4)
●Key customer markets: consumer, business,
global, and nonprofit.
●Marketplace: physical
●Marketspace; digital
●Metamarket: a cluster of complementary P&S,
closely related in the minds of consumers,
spread across a diverse set of industries

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Digital revolution
●increase in buying power
●a greater variety of G&S (Goods & Services) or
P&S (Product & Services)
●more information
●a greater ease in interacting and placing and
receiving orders
●ability to compare G&S

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Business & Marketing changes
●changing technology
●globalization
●deregulation: greater competition & growth opportunities
●privatization: increasing efficiency
●customer empowerment
●customization
●heightened competition
●industry convergence
●retail transformation
●disintermediation

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Company Orientation toward
Marketplace
●production concept: high production efficiency, low cost &
mass distribution. Usually good developing countries
●product concept: Q, performance or innovation
●selling concept: aggressive selling & more promotion
efforts
●marketing concept: customer-centered, "sense-and-
respond"
●Note: marketing dept is not the most important but
customer is.

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New Orientation
Holistic marketing concept
●everything matters
●4 components: relationship marketing, integrated
marketing (4 Ps), internal marketing, and social
responsibility marketing.
●4 Ps (seller) of marketing mix: Product, Price. Place,
Promotion
●4 Cs (customer): customer's solution, Cost, Convenience,
Communication

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Core Concepts (1)
●Needs: basic human requirements
●Wants: directed to specific objects that might satisfy the
need
●Demands: wants for specific products backed by an ability
to pay
●5 types of needs:
1. Stated (an inexpensive car).
2. Real (a car whose operating cost, not its initial price, is low).
3. Unstated (expects good service from the dealer).
4. Delight (would like the dealer to include an onboard navigation
system).
5. Secret (to be seen by friends as a savvy consumer).

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Core Concepts (2)
●target market: swhich segments present the greatest
opportunity
●market offering for each chosen target market
●offering: for target buyers, delivering some central
benefit(s)
●brand: an offering from a known source
●successful: if it delivers value & satisfaction to the target
buyer
●Value: perceived tangible & intangible benefits & costs to
customers
●satisfaction: judgments/outcome vs expectations

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Core Concepts (3)
Marketing channel:
●communication
●distribution
●service: to carry out transactions with potential buyers
Supply chain: from raw materials to components to final
products that are carried to final buyers
Supply chain = value delivery system
Competition: actual & potential

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Core Concepts (4)
Marketing environment:
●task environment: immediate actors involved in producing,
distributing, and promoting the offering.
●broad environment: demographic, economic, physical,
technological, political-legal, social-cultural
Marketing planning: analyzing opportunities; selecting
target markets; designing strategies; developing programs;
and managing effort.

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Core Concepts (5)

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Shift in Marketing Management (1)
●Marketing does Marketing ==> Everyone does Marketing
●Organizing by Product units ==> by Customer segments
●Making everything ==> buying more G&S from outside
●using many suppliers ==> working with fewer in a
partnership
●relying on old marketing positions ==> uncovering new
ones
●emphasizing tangible assets ==> intangible assets
●building brands through advertising ==> through
performance & integrated communications

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Shift in Marketing Management (2)
●attracting customer through stores & salespeople ==>
making products available online
●selling to everyone ==> being the best firm serving well-
defined target markets
●focusing on profitable transactions ==> on customer
lifetime value
●focus on gaining market share ==> on building customer
share
●being local ==> being “glocal” (both global & local)
●focusing on financial scorecard ==> on marketing
scorecard
●focusing on shareholders ==> on stakeholders

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Marketing Management Tasks
●developing marketing strategies & plans
●capturing marketing insights
●connecting with customers
●building strong brands
●shaping the market offerings
●delivering value
●communicating value
●creating long-term growth

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Marketer's FAQ (1)
How to:
●spot & choose the right segments?
●differentiate offerings?
●respond to customers who buy on price?
●compete against lower-cost, lower-price
competitors?
●grow business?

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Marketer's FAQ (2)
How to:
●build stronger brands?
●reduce the cost of customer acquisition?
●keep our customers loyal for longer?
●tell which customers are more important?
●measure the payback for advertising, sales
promotion & PR?
●improve sales force productivity?

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Marketer's FAQ (3)
How to:
●establish multiple channel and yet manage
channel conflict?
●get the other company depts to be more
customer oriented?
How far to go in customizing offering for each
customer?

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10 Rules of Radical Marketing (1)
●CEO must own the marketing function: no
delegation
●marketing department must start small and flat
and stay small and flat: not allow layers of management
between them and the market.
●Face-to-face with customers: direct interaction.
●Use market research cautiously: prefer grassroots
techniques
●Hire only passionate missionaries
●Love and respect customers as individuals, not
as numbers

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10 Rules of Radical Marketing (2)
●Create a community of consumers unified by
certain brands
●Rethink the marketing mix: e.g. short, targeted ad
campaigns
●Celebrate common sense and compete with
larger competitors through fresh and different
marketing ideas
●Be true to the brand: brand integrity & quality

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Internet Advantage
●reaching worldwide
●more information
●speed up internal communication
●2 way communication with customers &
prospects
●able to send ads, coupons, etc. easily
●customizing offerings based on customer
profiling
●improve other processes & more savings