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Transcript of Marketing PPT
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MS 204 Marketing Management
MBA II Semester
Dr. Vibhuti Tripathi
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Quota System, production driven market
Liberalized Economy
Demand driven market; Informed and Demanding Customers
Focus on: Value Creation, Relationships, Retention, company and customer interface, integrated marketing programs
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Defining Marketing
• Term ‘Market’ originates from Latin Word ‘Marcatus’, “Physical place where business is conducted”
• Has wider implications• Customers• Stake Holders• Business Partners• Competitors
• William J. stanton: A total system of interacting business activities designed to plan, promote and distribute want-satisfying products and services.
• American Marketing Association: The performance of business activities that direct the flow of goods and services through producers to consumers or users.
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• Philip Kotler: A social and managerial process by which individuals and groups obtain what they need and want through creating, offering and exchanging products of value with others.
• “Marketing is a process by which companies create value for customers and build strong Customer Relationships in order to capture value from customers in return.”
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Marketing:
Attempt is made to convert societal needs into profitable Opportunities. In the process activities involved create time,place and possession utilities. And a Value Proposition
Sales:
An activity which involves order taking and delivery of Products. In the process it builds goodwill, generates Demand and does problem solving
Advertising:
Paid form of non personal communication of goods / services
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VALUE • A Ratio between what a customer gets and what he gives.
• Perceived tangible and intangible benefits offered by the products / services and its cost to the customers.
Customer Value Triad, QSP
Value
Quality (Product, Features, Ingredients, Service Components)
Service(After Sales, Embedded, Extra Efforts
Price(Low, Competitive)
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Customers Reflects in the perceived tangible and intangible benefits offered by the product and its cost to
the customers.
Company Reflects in the cost of the product/ services and the revenue generated in the selling process.
Value = Benefits / Costs
Benefits: Functional + Emotional
Costs: Monetary + Time + Energy + Psychic
• Raise Benefits at same price• Reduce Cost at same benefits• Raise benefits reduce costs
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Marketing is not only facilitating selling of a product but also creation of demand.
Needs: State of felt deprivation. Physical, Social and Individual Needs.
Physical: Basic to SurvivalSocial: Desire to BelongIndividual: Self Expression
Wants: Needs directed towards specific satisfiers.
Shaped by one’s cultural influence, individual personality and the society.
Demand: Wants + Purchasing Power.
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Maslow’s Hierarchy of Needs
Physiological
Safety
Social
Esteem
SelfActualisation
McDonald’s Peter England
Canteen
Local Brand
Companies focus on wants and loose sight of needs and purchasing power
Radial Tyres Ply Tyres
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Market Segmentation and Target Market
• Marketers can not satisfy everyone in the market. • Marketers start by dividing the market.
• Market Segment: consists of a group of customers who share a similar set of wants.
• Or fall into similar demographic, psychographic or behavioral patterns.
• Target Market: Lucrative for conducting business; resources and company objectives.
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Marketing Process
1. Analyse and understand Markets and Prospective Customers’ needs and wants. (Market Segmentation, Target Marketing)
2. Design a customer driven marketing strategy with the goal of acquiring, retaining and growing target customers.
(Differentiation and Positioning; Marketing Mix)
3. Create a strategy delivering superior value.
4. Build profitable customer relationships and creating customer delight.
5. Reap the rewards.
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• Differentiation: Developing unique differences with the intent to influence demand.
• Positioning: Tailoring a product's image and presentation to appeal to a selected market segment.
• Marketing Mix; includes a combination of tools like; Product, Packaging, Price, Channels of distribution,Advertising,Promotion and Personal selling
to pursue the marketing objective of the company and fulfilling needs and wants of the customers.
•
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Tools of Marketing Mix
McCarthy classified the marketing mix tools into four broad categories; 4 Ps of Marketing
1. Product: Variety, Quality, Features, Packaging, Sizes, Warranty, Guarantee
2. Price: MRP, Discounts, Allowances, Payment Options, Credit Terms
3. Place: Channels, Coverage, Locations, Inventory,
Transportation
4. Promotion: Sales Promotion, Advertising, Public Relations
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Robert Lauterborn suggested 4 Cs
4 Ps Correspond to the Customer’s 4 Cs
Product Customer SolutionPrice Customer CostPlace ConveniencePromotion Communication
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7 Ps of Marketing Mix or Extended Marketing Mix
Coined by Booms and Bitner, more useful for services industry .
3 Additional Tools:
5. People: All people directly involved in the consumption of services. Consultant, Employees,
Management and Customers.
6. Process: Procedures, Mechanisms and Flow of Activities by which services are rendered and consumed.
7. Physical Evidence: Communication, Performance and Experience of existing customers.
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Scope and Functions of Marketing
Functions of Research:
Marketing Research
Product Planning and Development
Functions of Exchange:
Buying and Assembling
Selling
Functions of Physical Treatment:
Standardization, Branding
Packaging
Storage and Transportation
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Functions of Facilitating :
Salesmanship
Advertising
Pricing
Financing
Insurance
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Company Orientations and Philosophy towards market place
Production Concept: Prevailed during Industrial Revolution
Assumptions:
Consumers will prefer products that are widely available and Inexpensive. and
Consumers are primarily interested in product availability and low prices.
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Product Concept:
Assumption: Consumers will favour those products that offer the most quality, performance or innovative features .
Selling Concept:
Companies not only produce the product but also try to convince customers to buy them.
Assumptions:
If consumers are left alone they will ordinarily not buy enoughof Organization's products. and
Consumer typically show buying dis-interest or resistance and must be coaxed into buying.
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Marketing Concept:
Matching a company’s capabilities with customer’s wants.
“Make –and-sell” to “Sense-and-respond”
Assumption:
Key to achieve its organisational goals consists of a company being more effective than competitors.
• Customer is the King.• You are the Boss.• Putting people first.
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Marketing Concept contd.
Involves:
• Customer Orientation. • Integration and unification of company operations. Focus:
• Customer is important.
• Profit goals will be reached through satisfied customers.
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Holistic Marketing Concept:
• Organizations keep in mind all the aspects of:
- Relationship Marketing: Building mutually satisfying long-term Building mutually satisfying long-term relationships.relationships.
- Integrated Marketing: all departments work together to serve the customers’ interest
- Internal Marketing: recruiting, motivating and retaining staff who want to serve customers well. - Social Responsibility: focus on delivering desired satisfaction effectively and efficiently that competitors, at same time
preserving consumers’ and society’s well being.
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Analysing Marketing Environment:
Marketing Environment
External Internal - Company Image
- Location
Macro Micro - R&D Capability• Economic Conditions - Customers -Financial Capability• Political and Legal • Demographic - Intermediaries -Human Resource• Competition - Suppliers -Production Facilities • Technology
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Economic Conditions:
• Business Cycle• Purchasing Power of Customers• Inflation • Interest Rates
Prosperity
Recession
Depression
Recovery
Business Cycle
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Legal and Governmental Factors:
• Political Leadership
• Stability of Government
• Rules and Regulations
• Monetary and Fiscal Policies
• Patents, IPR, MRTP
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Demographic and Socio-Cultural Factors:
• Age Structure (composition of population Age-wise)• Gender Distribution• Life Expectancy• Population Density• Household Size (Family Size)• Marital Status • Income and wealth distribution • Employment• Education• Occupation• Value System• Consumption Patterns and attitudes
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• Changing Gender Roles:• Related to family • Jobs• Recreation• Buying Behaviour
• A Premium on Time: • Paucity of time• Attitude towards gaining more free time• Convenience
•Physical Fitness and Health;
Geographical Shift in Population;
Strategies: Product DevelopmentDistribution Arrangements
Pricing PoliciesPromotion
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Competitive Environment:
Identify Competitive Advantage
1. What is the basis of present advantage?
2. Can these advantages be sustained?
Threat of New Entrants
Bargaining Power of BuyersThreat of Substitute
Bargaining Power of Suppliers
CompetitiveEnvironment
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Technology:
• Technological breakthroughs can affect markets: • By starting new industries;
• By radically altering or virtually eliminating existing industries;
• By stimulating markets and industries not related to new technology;
• Accelerating pace of technological changes
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Analysing External Micro- Environment:
• Customers: - Needs- Purchasing power- Buying Behaviour
• Suppliers: - Raw Materials / Finished Goods- Cooperative Relationships
• Intermediaries:- Value Creation; facilitating organisations- Channels of distribution
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Analysing Internal Environment:
• Company Image; • Location; • Production Facility;
• R & D Capability; • Financial Resource; • Human Resource;
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Analysing Consumer Markets and Buying Behaviour
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• Every Marketing Activity starts and ends with consumers.
• Marketers Identify decision makers.
• It is important to know :
• who are the people that consume the product
• play a role in buying decisions
• why they take certain decisions
• when they buy
• where they buy
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Customer’s Disposition
to Buy
Needs/ Wants Beliefs
Buying Without Wanting
Buying Without Deciding
Deciding Before Buying
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Influencers on Consumers’ Buying Behaviour:
1. Cultural Factors; Culture, Sub-culture, Social Class
Culture: People’s shared customs, beliefs, values that are generated from generation to generation.
Sub-culture: smaller groups within cultural framework with common life experiences and situations.
Social Class: relatively homogeneous and enduring divisions in a society.
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2. Social Factors; Reference Groups, Family, Roles and \ Status.
Reference Groups: Small Social Groups to which an individual belongs or aspires to belong.
• Membership Groups; Primary and Secondary
• Aspirational Groups
• Dissociative Groups
Opinion Leaders;
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Family : Persons related by blood, marriage or adoption who reside together.
• Family is a major influencer on buying behaviour.
• Consumption Roles:
• Influencers;• Deciders;• Buyers;• Users;• Maintainers;
• Involvement and roles vary by products.
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Stages in Family Life cycle:
1. Bachelor Stage
2. Newly Married Couples
3. Full Nest I
4. Full Nest II
5. Full Nest III
6. Empty Nest I
7. Empty Nest II
8. Solitary Survivor
• At each stage of Family Life Cycle a person behaves
differently; consumption patterns are also shaped up
accordingly.
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Roles and Status:
A person enters and exists different roles and status throughout the life.
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3. Personal Factors: Age and Life Cycle Stage, Occupation, Economic Situation, Lifestyle, Personality.
Age and Life Cycle Stage: Preferences to purchase goods and Render services vary over the life time.
Occupation: Occupation influences consumption patterns.
Economic Situation: Product Choice is greatly affected byeconomic circumstances like:
Spendable income (stability, time duration, level), savings, credit availability Personal IncomeFamily IncomeConsumer Credit
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Lifestyle: a person’s pattern of living in the world reflected in activities, interests, opinions.
Personality: individual’s distinguishing psychological Characteristics;
self confidence, dominance, sociability, adaptability.
Brand Personality:
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4. Psychological factors: Motivation, Perception, Learning and Beliefs and Attitude.
Motivation: is a drive, which propels a person towards achieving his goals.
A need becomes a motive when sufficiently backed with intensity
Why do People Shop?
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Freud’s Theory: Psychological forces shaping up peoples’ behavior are largely unconscious and that a person can not fully understand his or her own motivation.
Some consumers resist prune (dried plum) because prunes are wrinkled looking and remind of old age.
Maslow’s Theory: People satisfy their most important needs first. The needs are placed in a hierarchical order.
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Herzberg’s Two Factor Theory: Satisfiers and Dissatisfiers.
• The absence of dissatisfiers is not enough for a person to be motivated to purchase there must be presence of satisfiers to motivate a purchase.
• A marketer should avoid the presence of dissatisfiers and absence of satisfiers.
• Presence of a good packaging style would not act as satisfier or the motivation for purchase.
• At the same a shabby packaging may lead to dissatisfaction.
• Quality or the utility could be a satisfier
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Perception: is the process by which an individual selects, organizes and interprets information inputs to create a meaningful picture.
Perceptions can vary widely among individuals exposed to same situation,
Three perceptual processes;
1. Selective Attention2. Selective Distortion3. Selective Retention
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Learning: involves changes in an individual’s behavior arising from experience.
Learning is a continuous process,
Consumers can be made to learn the desired behaviour.
Beliefs and Attitudes: are developed by doing and learning.
• Marketers are interested in understanding beliefs that consumers have the product, and try to change negative beliefs.
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Buying Decision Process
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• When making a decision to buy a product from many competing products, a consumer unknowingly passes through a few stages of the decision process.
• Need Arousal is the first stage of a buying decision process.
• the consumer does not pass through all the stages before purchasing a product.
• The need for a given product is activated by internal and external stimuli.
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Need/Want RecognitionDeciding there is, in fact, a need or a want to be filled.
Information SearchTrying to determine what's available.
EvaluationEliminating products/services/companies
and deciding who's best.
PurchaseActually buying your product/service
Post Purchase BehaviourRe-evaluate: Cognitive Dissonance
Personal, Commercial, Experimental
Stimuli: Internal
External
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Evaluation of Alternatives
Purchase Intention
Attitudes of Others
Unanticipated situational Factors
Evaluation of Alternatives
Steps Between Evaluation and Purchase Decision
1. Intensity of Others Attitudes2. Motivation to comply
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Purchase sub-decisions:
• Brand Decision • Vendor Decision
• Quantity Decision
• Timing Decision
• Payment Methods
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Types of Buying Behaviours
• Consumers would demonstrate different buying behaviour based on;
InvolvementNature of Products
• Toothpaste / Brush / Soap etc.• Car / Bike • Apparels
• Complex and expensive purchases are likely to involve more buyer deliberation and more participants.
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• Ones who know exactly what they want.
• Visitors who some what know what they want.
• The window shoppers,
• Non-Prospects
Different types of Buyers.
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Complex Buying Behaviour
Variety Seeking Buying
Behaviour
Dissonance Reducing
Buying Behaviour
Habitual Buying Behaviour
Significant Differences Between Brands
Few Differences Between Brands
High Involvement Low Involvement
Types of Buying Behaviours
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Complex Buying Behaviour: Highly self expressive products, Learning Process, infrequent purchases
Dissonance Reducing Buying Behaviour: anxiety or conflict of pre or post purchase decision.
Habitual Buying Behaviour: frequently purchased, Brand familiarity, no strong attitude towards a brand.
Variety Seeking Buying Behaviour: frequent brand switching, breaking the monotony.
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Factors Likely to Increase Pre-Purchase Search
Product Factors:• Long inter-purchase time• Frequent changes in product styling• Frequent price changes• Volume Purchase• High Price• Many Alternatives• Much Variation in features
Situational Factors: • First Time Purchase• No Past Experience• Unsatisfactory past experience• Purchase for gift• Product is socially visible• Many sources of conflicting information
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Socio Cultural Environment1. Family2. Informal Sources3. Non Commercial Sources4. Social Class, Culture
Firm’s Marketing Efforts1. Product2. Promotion3. Price4. Channels of Distribution
Psychological FieldMotivationPerceptionLearning, Personality
Experiences
Need Recognition
Pre Purchase Search
Evaluation of Alternatives
Post Purchase Evaluation
PurchaseTrialRepeat Purchase
INPUT
OUTPUT
PROCESS
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New Product Adoption Process
Awareness
Interest
Evaluation
Trial
Adoption
Categories of Adopters
1. Innovators
2. Early Adopters
3. Early Majority
4. Late Majority
5. Laggards
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1. Who is the target audience ?
2. What is the focus of the communication strategy ?
3. What bundle of attributes does the ad present for the consumers’ consideration?
4. What are the benefits associated with each attribute?
5. Suggest an alternative target segment and communication strategy.
Advertisement Evaluation
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Business Buying Behaviour
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Business/ Industrial Buying Behaviour
• Business market consist of all individuals and organisations
that buy goods and services for one or more purposes;
• The activity of marketing goods and services to business
users, rather than to ultimate consumers is Business-
Marketing.
• A firm performing the activity is a business marketer.
• Primary Distinction Usage not the Product
• Many transactions are required to produce and market a
product.
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Leather Shoes
Cattle Hide Tanner
Shoe Manufacturer
End Consumer
Wholesaler / Distributor
Retailer
Metal Eyelets
Heels / Soles
ShoelacesPackaging
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Nature of Business Market
– To make other goods and services;
manufacturing units
– To resell to other business users or to consumers;
Retailers, Used Cars
– To conduct the organisation’s operations;
office supplies, computer software
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Components of Business Markets
1. Agriculture Market; Capital Investments in Farming are
increasing; Retail Fresh, ITC• Agribusiness – Contract Farming, Food
Processing• Farmers are looking at increasing their
productivity, cut their expenses, mobilising their cash flows.
2. Intermediary Market; buying from suppliers and reselling
these essentially in the same form.• Resellers create time, place, and information
utilities. • Retailers are also business buyers. • Team of Purchasers and Merchandisers
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3. Government Market: Buying is based on competitive bidding• Protection for certain sections of entrepreneurs
• Information and guidelines are available from various agencies.
4. Services Market: marketing research, advertising, accounting, Legal consultancy etc.
5. Non-business Market: Non-profit organisations,
• Conduct marketing campaigns
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Characteristics of Business Market Demand
1. Demand is derived from the demand for the consumer products.
Steel Automobiles / Refrigerators
2. Demand is relatively inelastic
3. Market is well informed
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Determinants of Business Market Demand
1. Number of Buyers
2. Size of Business Users
3. Regional Concentration of Business Users
4. Number of Intermediaries
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Business Buying Decision Process
Need Recognition
Identification of Alternatives
Evaluation
Purchase and Related decisions
Post purchase Behaviour
Buyer –Seller RelationshipSupply ChainLoyalty
Buying Practices
FrequencyOrder SizeNegotiationsServiceDependability
Types of Decisions
New TaskStraight RebuyModified Rebuy
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Problem Recognition
General Need Description
Product Specification
Supplier Search
Proposal Solicitation
Supplier Selection
Order Specification
Performance Review
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• New Task Buying:
• Most difficult and complex buying• Risk is high• Information needs are high• Little Experience with the product• Sellers too have a challenge to identify specific needs.
• Straight Re-buy: • Routine • Low-involvement• Minimal Information Required • No consideration for Alternatives
• Modified Re-buy:• Average involvement of time and people.
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Buying Roles
• Users; people who actually use the product.
• Influencers; people who set the specifications and other aspects of buying decision.
• Deciders; people who make the actual buying decision.
• Gatekeepers; people who control the flow of purchasing information within the organisation and between the firm and potential vendors.
• Buyers; people who interact with the suppliers, arrange the terms, process the actual purchase orders.
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Influencers on Business Buyer Behaviour
• Environmental Factors;
• Organisational Factors;
• Interpersonal Factors
• Individual Factors
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Playing the Ponies, The Strategist, Business Standard, Tuesday, 8 January 2008
• Survey conducted to assess the launch of a Brand and Re-branding strategies.
• Parameters used– Visibility– Media Pressure– Sales/ Market Share – Likeability of advertisements– Parent Company– Promotional Activities– POP Displays– Performance of Similar Brands– Word of Mouth– Consumer insight-based strategy
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• Three most successful brands;
BINGO, VODAFONE, AXIS BANK
• ITC Foods
• Looked for opportunity in packaged snacks category
• 16% Market share across the country
• Leveraging Synergies• Distribution Network• Sourcing From Farmers
• High Decibel Advertisement
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• Market Survey to find out the snacking habits of Indian Consumers
• They were looking for excitement in snacks.
• Product Development; Chefs in ITC hotel were given the task
• Varied Falvours with twists; Chatkila Nimbu Achar, Bindas Masti Chaas,
• Target Group; Youngsters in 16-30 age groups
• They are more experimental
• Advertising Targeted at youth, based on disconnected humour
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• ITC dominated media of every kind, with good creative along with good product.
• web site: www.bingeonbingo.com with offers, games, downloads and mobile games.
• On television 10 to 15 spots per channel per day, 20 spots on radio channels, 1000 outdoor hoardings.
• Huge brand recall would ensure repeat purchase.
• 4 lakh large racks to display the brand at all points of sale.
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Dealing with Competition
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Steps involved in Dealing with Competition
1. Identifying the Competitors
• Direct or Indirect Competitors
Soft Drinks
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Market Leaders; 40% of the market
Market Challengers; 30%
Market Followers; 20%
Market Nichers; 10%
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2. Analysing Competitors;
• Strategies; Product Line, Cost, Service Levels, Price • Objectives; Profitability, Market Share growth, technological leadership, service leadership,
• Expansion Plan
• Strengths and Weaknesses; gather information on each competitor.
• Share of Market; • Share of Mind• Share of Heart
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3. Designing Competitive Strategies;
A. Market Leader Strategies;
• Expanding the Total Market, New Uses, More Usage, New Markets
• Defending Market Share• Position Defense • Flank Defense• Preemptive Defense• Counteroffensive Defense• Mobile Defense• Contraction Defense
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• Expanding Market Share:
• Increase served target market• Increase Awareness• Product Innovation• Quality Enhancement• Line-Extension (increasing No. of Products under same brand) • Multi Brand (several brands in the same product category) • Heavy Advertising & Sales Promotion• Financing System• Full Line Strategy• Superior Service• Extensive and Efficient Dealership System
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B. Market Challenger Strategies; • General Attack Strategies
• Frontal Attack • Flank Attack• Encirclement Attack• Bypass Attack
• Specific Attack Strategies • Price Discount• Lower Price Goods• Prestige Goods• Product Proliferation• Product Innovation• Distribution Innovation• Intensive Advertising & Promotion
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C. Market Follower Strategies:
• Counterfeiter; duplicates• Cloner; slight variation• Imitator; • Adapter
D. Market Nicher Strategies:
• End-user specialist• Customer-size specialist• Specific-customer specialist• Geographic Specialist• Product or Product-line specialist• Service specialist• Channel specialist
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Developing Marketing Strategies
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Market Segmentation
• A company can not serve all customers in a category.
• Customers differ widely in terms of • Perception • Values• Preferences• Buying habits
• Potential Market;
• A company has different alternatives; according to their products or objectives.
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Mass Marketing;
A company appeals to a broad range of consumers through a single basic marketing program.
• Companies consider large potential markets.
• Assumptions; 1. People have similar characteristics and wants for a
product category.
2. One Marketing Mix Strategy will satisfy them.
3. People do have different characteristics and wants but it is not worth to develop separate marketing mix.
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• The elements of the marketing mix do not change for different consumers, all elements are developed for all consumers.
• Major objective is to maximize sales
• Single Marketing Mix Strategy consists of:
1 Pricing strategy 1 Promotional program aimed at everybody 1 Type of product with little/no variation 1 Distribution system aimed at entire market
Maruti 800 in 1980s, News Papers, Surf
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• Pure Mass Marketing approach is dying rapidly.•Intense Competition•Much Aware Customer•Technological Up-gradations
•Process•Information
• Companies are turning to micro marketing by adopting different approaches based on Segmentation, Target Identification and Positioning.
• Market Segmentation: Process of identifying smaller groups of people that exist within a larger market.
• Market Segment : consists of a group of customers who share a similar set of wants, tastes and preferences.
A marketer does not create segment.
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• Effective Segments are;
• Measurable;
• Accessible;
• Substantial;
• Actionable;
• Differentiable;
• The purpose is to design a Marketing Mix that more precisely matches the needs of individuals in a selected market segment.
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• Approaches to build Market Segment:
• Homogeneous Demand- uniform, everyone demands the product for the same reason
• Diffused Demand- Product differentiation more costly and more difficult to communicate.
Cosmetic market, need to offer hundreds of shades of lipstick.
Firms try to modify consumer demand to develop clusters of at least a moderate size.
• Clustered Demand- consumer demand classified in 2 or more identifiable clusters.
Automobiles: luxury, cheap, Sporty, Spacious
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Process of Market Segmentation
Analyse the needs of customers
Analyse the characteristics of consumers
Dis-integrate the viable, profitable, lucrative segments
Formulate different market mix for different segments
Feedback of various segments
Select the higher potential segments
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Market Segmentation Strategies
Concentration Strategy:
A single market segment with one Marketing Mix.
Segment A
Segment B
Segment D
Segment C
Marketing Mix
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Segment A
Segment B
Segment D
Segment C
Marketing Mix
Marketing Mix
Marketing Mix
Multi-segment strategy
2 or more segments are sought with a Marketing Mix for each segment, different marketing plan for each segment.
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Bases for segmenting Markets.
• Two Broader groups of variables used by companies.
• Consumer Characteristics: Geographic, Demographic and Psychographic. • Different attitudes of professionals and workers for a product.
• Looking at customer responses to benefits, use occasion or brands. • May examine whether people who want
quality in buying a product differ in their geographic, demographic and psychographic makeup.
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Major Segmentation Variables
• Geographic: Companies can operate in one or few geographic areas, or • operate in all areas with separate Marketing Mix Regionally.
• Cities, Regions • Retailers, Fast Food Chains, Tyres
• Demographic: most popular basis. Easier to measure. Age, Gender, Income, Family Size, Education, Occupation etc.
• Psychographic: refers to as lifestyle analysis.
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• Behavioural: buyers are divided on the basis of their
knowledge attitude use response to a product.
Occasions: Life events, transitions, festivals
Benefits: people vary in the benefits they seek from the same product
User Status: non users, ex-users, potential users, first timeUsers
Usage Rate: light, medium and heavy usage.
Loyalty Status: Hard core, split, shifting, switchers.
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Attractiveness of a Market Segment
• Size of the segment
• Growth Rate of the segment
• Competition in the segment
• Brand Loyalty of existing customers
• Required market share to break even
• Whether the company can offer superior value to the customers
• Impact of catering to the specific segment on companies image
• Access to distribution channels
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Identifying Target Markets.
• A company can adopt alternative Targeting Strategies.
Alternative Strategies
Broad Coverage Narrow Coverage
Undifferentiated Marketing
Differentiated Marketing
Micro Marketing
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Single Segment Concentration / Concentrated Strategy:
• Selecting a single segment and one marketing mix.
• Choice of Smaller companies with limited resources.
M1 M2 M3 M4
P1
P 2
P3
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Selective Specialisation Strategy / Differentiated Strategy:
• Multiple segments catered.
• Different Marketing Mix to different segments.
• Product itself may or may not be different.
• Some of the Marketing Mix Tools may vary.
M1 M2 M3 M4
P1
P 2
P3
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Product Specialisation:
• Company Specialising in a single product.
• Company builds up strong reputation.
M1 M2 M3 M4
P1
P 2
P3
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Market Specialisation:
• Serving many needs of particular segment groups.
M1 M2 M3 M4
P1
P 2
P3
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Full Market Coverage:
• A company attempts to serve the entire market,
• Single undifferentiated marketing strategy, or
• Separate marketing mix for each segment.
M1 M2 M3 M4
P1
P 2
P3
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Benefits of Segmentation
Opportunity for rapid growth; specially for medium size companies
Opportunity for rapid growth
More focused; increases profitability
Helpful in formulating strategies
Minimising the risk of failure
Broadens the loyalty base of satisfied customers
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Positioning
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• Positioning: is the act of designing the company’s offering and image to occupy a distinctive place in the mind of the target market.
• End result of positioning is the successful creation of a customer Value Proposition.
• Product Positioning Vs. Brand Positioning.
Steps Involved in Positioning Task ?
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Steps Involved in Positioning Task:
1. Identifying Competitive advantage
2. Choosing right competitive advantage
3. Selecting an overall Positioning Strategy
4. Developing a positioning statement
5. Communicating and delivering chosen positioning.
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1. Identifying Competitive Advantage
a. Product; Features; Performance; Durability; Reliability; Reparability; Style; Design; Quality
b. Service; Delivery; After Sales Services; Customer Care; Installation;
c. People; Competence; Courtesy; Credibility; Responsiveness; Communication.
d. Image;
e. Channels; coverage, expertise, performance
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2. Choosing right competitive advantage
• How many differences to choose?• USP Unique Selling Proposition • More differentiators; useful in intense competition
• Which differences to promote?
• Criteria to select differences; 1. Importance2. Distinctive3. Superior4. Communicable5. Preemptive6. Affordable7. Profitable
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3. Selecting an overall strategy
Marginal Proposition
More
More
Same Less
Same
Less
Price
BenefitsLoosing
Proposition
LoosingProposition
LoosingProposition
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4. Developing a Positioning Statement
Reflected in;
Need Recognition:
Target Segment:
Solution:
Concept:
Differentiation:
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5. Communicating and delivering the chosen position
QUALITY COMPETITIVE VALUE
More
More
Same
Same
Less
Less
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• Single Benefit Positioning: rare to find in intense competition
• Double Benefit Positioning: more distinctive
• Triple Benefits Positioning: challenging to communicate and convince; COUNTER SEGMENTED
Why Repositioning ?
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1. Under Positioning: Vague idea about the brand.
Pepsi in Vanilla Flavour
2. Over Positioning: Narrow image of the brand.
Tanishque
3. Confused Positioning: Confused image in the mind of customers.
Maruti Versa and Maruti Omni VAN
4. Doubtful Positioning: hard to believe the brand claims.
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Product
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ProductA product is anything that might satisfy a want or need, whether it is a
Goods
Service
Event
Person
Business or Organization
Experience Combination
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The Good/Service Continuum
Pure Tangible Goods
Tangible Goods with
accompanying Service
Hybrid
Offer
Services with accompanying Minor Goods
Pure Services
Soap
Automobile
With Repair
Services
Restaurant Airline Trip
With
Accompanying
Snacks
Financial
Consultant
Experience, a new dimension added to product and services
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Levels of Goods and Services
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Goods and Services Classifications
CONSUMER PRODUCTS
INDUSTRIAL PRODUCTS
ORGANISATIONS PLACES AND IDEAS
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. Consumer Products
2. Industrial Products
. Consumer Products
2. Industrial Products
Convenience Products
• Bought Frequently
• Low Priced
• Many Purchase Locations
• Includes: Staple goods
Impulse Goods
Emergency Goods
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Shopping Products
• Bought Less Frequently
• Information Search
• Fewer Purchase Locations
• Compare for» Suitability» Quality» Price and» Style
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Specialty Products
• Special Purchase Efforts
• Unique Characteristics
• Brand Identification
• Few Purchase Locations
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Unsought Products
• New Innovations
• Products consumers don’t want to think about
• Require much advertising and personal selling.
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Industrial Products
• Materials and Parts:
• Raw Material • Manufacture Material• Parts
• Supplies and services:
• Installations• Operating Supplies• Repair and maintenance items
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Organizations, Places and Ideas
Space Selling
Event Marketing
Social Advertising
Concept Selling
Destination Selling
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Developing a Product or Service Involves Defining The benefits it will offer:
Product Quality
Product Features
ProductStyle &Design
Ability to perform its core functions and levels & consistency
Differentiates the product fromCompetitors
Process of designing products style & design
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Developing and Marketing a Product
Important Considerations
• Product Attributes:
• Branding:
• Packaging and Labeling:
• Product Support Services:
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Packaging: involves designing and producing container or wrapper for a product.
Functions: Contain Safety ……………………….
Primary Container
Secondary
Container
Shipping Package
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Main purposes to packaging:
• Utilitarian
• Implement Strategy
• To Increase Profit
Packaging is an important tool in Marketing Mix
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Steps in Developing a good package:
• Packaging Concept
• Develop specific elements of package
• Elements must support product’s position and marketing strategy.
Labels ???
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Labeling :
• Printed information appearing on or with the package
• Performs certain functions:
• Identifies product or brand
• Describes several things about the product
• Promotes the product through attractive graphics
Product Support Services ???
![Page 134: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/134.jpg)
Product Support Services
1. After Sales Services
2. Distribution
3. Customer Care
Marketer must periodically asses the;
• The value of current services to obtain new ideas
• The cost of providing the services
Customer Delight and Company Profits
Branding ???
![Page 135: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/135.jpg)
Branding Strategy: Building Strong Brands
Brand: a name, term, sign, symbol or design OR a combination of all these.
• Intended to identify the goods or services of seller.
• Differentiate from competitors.
• Legal Protection for product
![Page 136: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/136.jpg)
Classification of Brands
Individual Brands: •Separate brand names are used For different items by a single company•Attract various segments.•These brands have distinct images and appeals and marketed differently
Family / Blanket Brands :
•One brand name is used for two or more individual products.•Family branding is more effective for specialised companies• Positive fall out on other products.
Generic Brands : •Buyers refer the type of product they want by producers’ brand name. •Dangerous for the company.
Private Labels: •Retailers are creating their own brands.
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Hindustan Unilever Limited
• Home and Personal Care Category:
Lux Dove Liril
Surf Excel Wheel Rin
Fair & Lovely Pond’s Vaseline
Sunsilk Clinic
Pepsodent Closeup
Axe Rexona
Lakme
Ayush
INDIVIDUAL BRANDS
![Page 138: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/138.jpg)
Dabur India Limited :
Quality Ayurvedic and nature-based Health care, Personal Care, Food Products
Health Care: Chyawanprash, Glucose D, Hajmola, Pudin hara, Dabur Lal Tail, Shankh Pushpi etc.
Personal Care: Amla Hair Oil, Vatika hair oil, Vatika Face Pack, Dabur Lal Toothpaste and Dant Manjan, Babool, Meswak.
Food Products: Real Juices, Coolers, Homemade
FAMILY / BLANKET BRANDS
![Page 139: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/139.jpg)
GENERIC BRANDS
DALDA, SURF, NIRMA, XEROX
PRIVATE LABELS
KORYA, Tasty Treat, Star and Sitara : BIG BAZAR
Life, Kashish and Vittorio Fratini : SHOPPER’S STOP
Brand Equity ???
![Page 140: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/140.jpg)
Brand Equity
• In a market where products are similar, branding can have a large effect on the price that customers will pay.
• Brands add value to a basic product or service.
• Brand equity is an intangible asset that depends on associations made by the consumer.
• Negative Brand Equity:
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Implications:
• Financial - One way to measure brand equity is to determine the price premium that a brand commands over a competitor.
• Facilitates a more predictable income stream.
• Increases cash flow by increasing market share, reducing promotional costs, and allowing premium pricing.
• Brand extensions - A successful brand can be used as a platform to launch related products.
• Leveraging of existing brand awareness
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• Consumer-based - A strong brand increases the consumer attitude toward the product associated with the brand.
• Brand equity is an asset that can be sold or leased.
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Building a Brand
Decisions Involved:
• Brand Positioning
• Brand Name
• Brand Sponsorship
• Brand Development
![Page 144: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/144.jpg)
• Attribute Positioning : features
• Benefit Positioning: benefits
• Competitor Positioning: better than competitor
• Product Category Positioning: leader in certain product category
• Quality and Price Positioning: emphasizing quality or price
• Beliefs / Value Positioning:
![Page 145: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/145.jpg)
Brand Name
• Good brand name leads to success of the product .
• suggestive
• easy to pronounce, recognize and recall
• distinctive
• could be translated easily in other languages
• capable of registration and legal protection
![Page 146: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/146.jpg)
Distribution Method / Brand Sponsorship
1. Manufacturer’s Brand:
2. Private labels:
3. Licensing:
4. Co-branding:
![Page 147: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/147.jpg)
Brand Development
• Four Options for developing a brand.
Line Extension
Brand Extension
Multi Brands
New Brands
Existing New
Existing
New
Product Categories
Brand
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Line Extension: introducing additional items in a given product category under same brand name.
1. Low cost, low risk
2. Consumers desire for variety
3. use excess capacity
4. command more shelf space
Brand Extension: using successful brand name to introduce new or modified products in a new category.
1. Instant Recognition
2. Saves costs
![Page 149: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/149.jpg)
Multi Brands: introducing new brands or additional brands in the same category.
1. Catering to different segments and motives
2. Each brand may obtain only a small market share none may be very profitable
3. Resources are spread up
New Brands: Company may create a new brand in a new product category.
Managing the Brand ??
![Page 150: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/150.jpg)
Managing the Brand
1. Brand’s Positioning must be continuously communicated.
2. Developing Brand Experience (Managing the touch points)
3. Building a Brand asset Management Team
4. Re-orientation towards customer centric approach
5. Encouraging Intermediaries in Brand Building
6. Periodical Audit of Brand’s Strengths and Weaknesses
7. Re-branding if necessary
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Product Line Decisions:
• The group of related company products that are similar in their target markets, pricing, and distribution channels
• Decisions Involve:
• Product Line Length:
• Line Stretching: going beyond current range
• Downward or upward Stretching can be done.
• Product Line Filling: adding more items within present range
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Product Mix Dimensions:
Product Mix Width: Number of different product lines a company offers.
Product Mix Length: Total number of items a company carries within its product line.
Product Mix Depth: Number of versions offered in each product in line.
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Product Mix Decisions
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Services Marketing
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Nature and Characteristics of a Service
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Marketing Strategies for Service Firms
• The Service- profit chain consists of:
• Internal Service Quality
• Satisfied and productive service employees
• Greater service Value
• Satisfied and loyal customers
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Types of Service Marketing
Internal MarketingTrain and Motivate Customer-Contact Employees
External Marketing All the rest of Marketing
Interactive Marketing
Quality of the Buyer-Seller Interaction
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New Product Development
Need for New Product Development ??
![Page 160: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/160.jpg)
Stages in New Product Development
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1. Idea Generation
• For every 1000 ideas generated only 10% will have enough commercial viability.
• Major sources of New Product Development:
• Internal
• External
• Idea Management Systems are developed by companies.
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2. Idea Screening
• Product development at later stage costs huge amount of money.
• Screening can be done on various parameters;
• Target market
• Competition
• Estimation of Market Size
• Price
• Development time and costs
• ROI
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3. Concept Development and Testing
• Product Idea vs. Product Concept
• Product Concept could be
• A moderately priced product for family
• A medium priced product appealing to young generation
4.Marketing strategy development
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5. Business Analysis
• Involves; review of sales, costs, and profit projections
• Satisfying company’s objectives.
6. Product Development
• Developing the product into a physical product
• Developing a prototype
• Tests for performance, safety, efficiency etc.
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7. Test Marketing:
• Testing in real market
• It gives an experience
• Different approaches to test market a product
• Standard Test Market: small market, full marketing campaign
• Controlled Test Market: selected stores
• Simulated Test Market: simulated environment created for a sample.
8. Commercialisation
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Product Life Cycle
![Page 167: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/167.jpg)
• A product can not sell forever at the same levels
• Its sales volume and revenues generated follow a typical pattern
• The length of the life cycle, the duration of each phase can vary widely for different products.
Introduction Growth Maturity Decline
Product Sales
![Page 168: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/168.jpg)
• Product Life cycle (PLC) can be useful framework for describing how products and markets work.
• Introduction Stage:
• Sales ---- Low• Profits --- Minimal or Negative• Investments ----- High • Product ------- Limited Models • Price ------ Premium / Competitive• Distribution Network ------ Selective / Scattered
• Intensive personal selling to retailers and wholesalers is required.
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• Promotions ----- High Media Pressure, Repetitive• Focus ----- Early Adopters, Product Benefits, • Developing Product Awareness.
• Growth Stage:• Sales ---------• Profits -------------• Investments -----------• Promotions --------------------- • Focus ------------------
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• Maturity Stage:
• Consider Modifying the markets, Products, Marketing Mix.
• Modifying The Market: • Increase consumption• New Users or Market Segments• Repositioning
• Modifying The Product: • Change characteristics of the product• improve performance• improve attractiveness
• Modifying the Marketing Mix:
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• Decline Stage:
• Management may decide to Harvest the product .
• May Decide to drop the product
• May Sell the product to another company.
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Some Dimensions of the Product Life Cycle
1. Length of the Product Life Cycle
• There is no exact time that a product takes to move through its life cycle
• consumer products usually have shorter life cycles than business products
• Rate of technological change shortens product life cycles.
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2. Shape of the Product Lifecycle:
• Significant education of the customer is required.
• Extended introductory period.
![Page 174: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/174.jpg)
• Sales begin immediately
• Little learning is required by the consumer
• Benefits of purchase are readily understood.
• Most often appear in apparels • Length of the cycles may be very long
• It could be repetitive
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• Rapid sales on introduction
• Equally rapid decline.
• Often novelties and have a short life cycle.
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A product diffuses, or spreads, through the population, a concept called the diffusion of innovation.
![Page 177: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/177.jpg)
Innovators 2.5% •Eager to try new ideas and products •Have higher incomes
Early Adopters
13.5%•Much more reliant on group norms •Oriented to the local community •Tend to be opinion leaders.
Early Majority
34%•Collect more information •Evaluate more brands than early adopters. •Rely on friends, neighbors, and opinion leaders for information and norms.
LateMajority
34%
•Adopt because most of their friends have already done so. •For them, adoption is the result of pressure to conform. •Are older than the others
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Laggards 16%
•Do not rely on the norms of the group.
•Independent because they are tradition-bound
•Are suspicious of new products
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Common reasons for resisting a product in the introduction stage are
Usage barriers Product is incompatible with existing habits
Value barriers Product provides no incentive to change
Psychological barriers
Physical, economic, social or Image
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Pricing
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Pricing is an important strategic issue because it is related to product positioning.
It affects other marketing mix elements such as product features, channel decisions, and promotion.
Steps Involved in Setting up Pricing
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Steps Involved In Fixing up Pricing Strategy
Develop marketing strategy
Make marketing mix decisions
Estimate the demand curve
Calculate cost
Understand environmental factors
Set pricing objectives
Determine pricing
Set Up Pricing Objectives
![Page 183: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/183.jpg)
Set pricing objectives
Current profit maximization:
Current revenue maximization:
Quality leadership:
Partial cost recovery:
Survival:
Status quo:
![Page 184: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/184.jpg)
Determining Pricing
Cost-plus pricing:
Break-even pricing:
Value-based pricing:
Psychological pricing:
Competition Based pricing:
Dynamic Pricing:
![Page 185: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/185.jpg)
Pricing strategies:
Product Line: Setting price steps between product line items.
Optional Product: Pricing optional or accessory products
Captive Product: Pricing products that must be used with the main product
By-Product: Pricing low value by product to get rid of them
Product Bundle: Pricing bundles of products sold together
![Page 186: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/186.jpg)
Companies often adjust their basic prices according to various customer differences and situations.
Discount Pricing: Cash, Quantity, Functional, Seasonal
Segmented Pricing: Customer Segment, Location
Psychological Pricing:
Reference Pricing: Then and Now pricing cues
Promotional Pricing: special event pricing, zero-interest, free maintenance
Geographical Pricing: different prices for customers in different parts of the world
![Page 187: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/187.jpg)
New Product Pricing
Penetration Pricing: Setting up low pricing
• New buyers are attracted, or existing buyers will buy more
• Lower costs per unit to achieve Economies
• To use up spare resources
• May also promote complimentary and captive products
![Page 188: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/188.jpg)
Penetration Pricing Works when:
• Market is highly price sensitive
• Production and distribution costs fall as sales volume increases
• Low price must help keep out the competition
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Price Skimming: Setting up relatively higher price for a short time.
• “Skim” off customers who are willing to pay more to acquire the product sooner.
• Prices are lowered later when demand from the “early adopters” falls.
• High prices can be enjoyed in the short term where demand is relatively inelastic.
• A company can build a high-quality image for its product.
![Page 190: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/190.jpg)
Skimming Pricing Works when:
• Quality and image support the higher price
• Enough buyers want the product at that price
• Cost of producing a small volume cannot be high
• Competitors should not be able to enter the market easily
![Page 191: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/191.jpg)
ECONOMY PENETRATION
SKIMMING PREMIUM
Quality
PRICE
Low High
Low
High
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Initiating Price Changes
1. Price Cuts
2. Price Increase:
• Buyers Reaction to Price Change
• Competitor’s Reaction to Price Change
![Page 193: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/193.jpg)
increase in Price can be done by :
• Revise the discount structure• Change the minimum order size• Charge for delivery and special services• Collect interest on overdue accounts• Produce less of the lower margin models in the
line• Change the physical characteristics of the
product• substitute cheaper materials
![Page 194: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/194.jpg)
• Responding to Price Changes:
• Maintain Price:
• Maintain Price and Add Value:
• Reduce Price:
• Increase Price and Improve Quality:
• Launch a Low Price (fighter line):
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Distribution
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Distribution-activities that make products available to customers when and where they need them.
A channel of distribution or marketing channel is a group of individuals and organizations that directs the flow of productsfrom producers and customers.
Marketing Intermediaries link producers to other intermediaries or to the ultimate users of the product.
Operate between the producer and the final buyer.
![Page 197: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/197.jpg)
Distribution
• Types of utility distribution offers
• TIME. • PLACE • POSSESSION
Value
Channel of Distribution for Consumer Products
Zero Level: Products are directly distributed to consumers Through showrooms.
One Level: Products are sold to consumers through retailers.
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Two level: products are distributed through distributors / dealers and retailers
Three level: products are distributed through agents, distributors and retailers.
Producers of Consumers Goods
Ultimate Consumers
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Channel of Distribution for Industrial Products
A variety of channels are available to reach organizations that will incorporate the products into their manufacturing processOr to use them in their operations.
Producers of Consumers Goods
Business Users
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Factors Influencing the Channel Selection
Choosing a marketing channel is a decision that should bemade with care because of certain reasons:
1. If the marketing channel is not appropriately chosen it will be expensive
2. Poor channel selection would lead to ineffective presentation of the product, limited purchase opportunities by customers, poor customer service, loss of control.
Factors to be considered:
1. Number of customers and frequency of purchase
2. Cost of the product
![Page 201: Marketing PPT](https://reader038.fdocuments.us/reader038/viewer/2022102804/547e802cb4af9f271c8b45f5/html5/thumbnails/201.jpg)
3. Level of service required
4. Geographical concentration of the market
5. Degree of channel control desired
6. Financial position of the company
7. Propensity of risk
8. Services provided by middlemen
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Market Coverage
Intensive Distribution: Maximum Market Coverage, used For convenience products or when customers are notWilling to spend much time on the products.
Selective Distribution: Moderate market coverage, used for Consumer shopping products
Exclusive Distribution: Restrictive coverage, used for Specialty products
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Retailing and Wholesale
Retailing includes all activities involved in selling or renting consumer products directly to end consumers.
Functions of retailing:
1. Breaking the bulk into individual units
2. Creating time and place utility
3. Keeping variety of goods
4. Providing credit facility to customers
5. Provide Information to the customers and to manufacturers
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6. Estimating demand and arranging purchase of the product
7. Connecting Link
Wholesalers different from Retailers:
1. Pay less attention to promotion, atmosphere, location, Customer services.
2. Covers Larger trade area
3. Transactions are larger
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Functions of Wholesalers:
1. Anticipating customer needs
2. Information Dissemination
3. Communicating
4. Financing
5. Breaking Bulk
6. Transportation
7. Storage
8. Risk Taking
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Retail Market in India
Unorganized Fragmented
Experimentation with formats Store design
Unorganized retailing is getting organized
Consumption Boom:
Favorable Demographics,
Rise in income Level,
Double Income Families,
Rising Aspirations,
Shifting Consumption Patterns
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Organised Retailing
• leveraging technology
• adherence to corporate laws
• effective inventory management
• sales forecast
• high investment
• skilled manpower
• conducive environment
Unorganised Retailing
• Un- managed inventories
• low cost of operations
• individually owned/managed
• less focus on technology usage
• minor overheads
• low taxes
• unskilled manpower
Characteristics of Organised and Unorganised Retailing
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Classification
Organised Retailing Unorganised Retailing
1. Ownership Based• Franchisee• Independent Retailer• Co-operatives
2. Merchandise on Offer• Food Retailers• General Merchandisers• Combination
3. Store Based • Department Store• Hyper Market• Specialty Stores• Malls
4. Non Store Based • Vending Machines• Web Portals
Semi organised Retailing
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Marketing Communication Mix
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Consists of five modes of communication.
Advertising: Any paid form of non personal presentation andPromotion of ideas, goods or services by an identified Sponsor.
Sales Promotion: A variety of short term incentives to Encourage trial or purchase of a product or service.
Public Relations and Publicity: A variety of programs designed to promote or protect a company’s image or itsindividual product or change the attitude of customers.
Personal Selling: Face-to-face interaction with one or moreprospective customers for the purpose of making presentations, answering questions and procuring orders.
Direct Marketing: Use of mail, telephone, fax, e-mail or internet to communicate directly with the customers
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• Encoding - Translating Thoughts Into Symbolic Form
• Message - Common Experience
• Decoding and Receiving- Selective Attention
- Selective Distortion (Amplification & Leveling)
- Selective RecallLong Term Memory (Rehearsal & Positive
Attitude)
- Short Term Memory
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• Response (Attitudes) are influenced by the following factors Monopoly on Attention, In Line With Existing Opinion,
Reference Group Approval,
Source Credibility: Expertise, High Status, Objectivity, Likability, Power
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Steps in Developing Promotional Plan
1. Identify Target Audience 2. Determine The Communication Objective
3. Design The Message
4. Decide on The Promotional Mix
5. Allocate The Promotional Budget
6. Measure The Results
7. Manage And Coordinate The Process
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1. Identify Target Audience
• Potential new buyers
• Current users
• Influencers– People who may not buy but influence decisions of those who may purchase
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2. Set the Objectives
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3. Design the Message
• What To Say (Message Content)- Appeal (Rational, Emotional, Moral), Theme, Idea
• How To Say It Logically (Message Structure)- Conclusion Drawing, One vs. Two Sided Messages
• How To Say It Symbolically (Message Format)-Print (Color, Headline, Illustration, Demonstration, Testimonial,Payoff, Image); Radio (Voice, Vocalization, Script); TV (All above)
• Who Should Say It?- Source Credibility
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Step 4 - Decide On Promotional Mix
• Advertising
• Sales
• Sales Promotion
• Publicity and Public Relations
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5. Set the Budget
• Affordable method: Budget what is thought affordable
• Percentage of sales method
• Competitive parity method
• Objective and task method: Define specific objectives, Determine tasks necessary to achieve objectives, Estimate costs of performing these tasks
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6. Measure the Results
• Attitude and awareness objectives; Pre- promotion level vs. post-promotion level
• Behavioral objectives
Changes in sales Test markets
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Marketing of Services
Services are intangible products, exchanged directly from producer to the user, can not be transported or stored and are almost instantly perishable.
Service products are often difficult to identify as they come Into existence at the same time they are bought and consumed
They are composed of intangible elements that are inseparable, Can not be sold in the sense of ownership transfer.
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Characteristics of Services:
Services are perishable
Buyers are involved in in the development and distribution ofServices.
Services are intangible
Service’s quality is highly variable
Standardization of services is difficult
Services are inseparable from the service provider
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Five Rs of Customer Service
Reachable: when customer needs our help
Responsive: handle a customer’s problem or request promptly
Readable: Communicating clearly and concisely
Reliable:
Reasonable:
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International Marketing
Home Country
Host Country
International Marketing involves the marketing of goods orServices outside an organisation’s home country.
Reasons for International Marketing:
To sell out the surplus
To achieve sales and promotion stability
To lower the cost of business
To reduce business risk
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Marketing Planning and MarketingAudit
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Planning defined
A systematic process of forecasting the future business environment and deciding on the most appropriate goals, objectives and positions for best exploiting that environment.
Planning is an activity and a process.
The marketing plan
Provides clear and unambiguous statement about the strategies and actions that will be implemented, by whom, when and with what outcomes.
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Criteria for Differentiating Plans
• Organisational - long term and strategic in focus.
• Divisional - implementation focus within a shorter time span and within clearly specified parameters.
• Timing.
• Regularity - longer term plans have annual reviews whilst short term plans are often part of a hierarchy linking strategy with operations.
• Focus - organisational, functional, etc.
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Benefits of Planning
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The marketing planning process
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(1)- Objectives, targets and mission
• Quantitative targets - e.g. financial, operating, etc.
• Philosophical targets - vision and values.
• Qualitative targets - service levels, etc.
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Qualitative targets
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Objective trade offs
• Short term v long-term growth.
• Profit margin v market positioning.
• Direct sales effort v market development.
• Penetrating existing markets v developing new ones.
• Profit v non-profit goals.
• Growth v stability.
• Change v stability.
• Low risk v high risk.
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(2)- The marketing audit
• Takes stock of a company’s marketing health.
• Is the launching pad for the marketing plan.
• Encourages management to reflect on the environment and company’s ability to respond.
• Encompasses the external and internal audit.
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Marketing audit issues
• Macro environment.
• Task environment
• Markets.
• Strategic issues.
• Marketing mix.
• Marketing organisational structure and organisation.
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(3)- Marketing analysis
S - strengths.
W - weaknesses.
O - opportunities.
T- threats.
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(4)- Marketing objectives
Four fundamental areas related to marketing objectives:
• Achieving market share growth or maintenance
• The maintenance or improvement of profitability
• Establishing an opening marketing position
• Maximising cash flow, harvesting
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(5)- Marketing strategies and actions
The means by which a company sets out to achieve its marketing objectives. This can be by:
• Repositioning the product.
• Improving product packaging.
• Amending prices.
• Improving productivity.
• Standardisation.
• Changing sales or customer mix.
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(6)- Marketing programmes
Precisely specify actions, responsibilities, timescales
(7)- Marketing budget
Precise and detailed:
to justify the resources requested;
to permit detailed control and evaluation
Flexibility: to cope with changing circumstances
(8)- Marketing control and evaluation
Short-term and long-term
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Market and sales potential
The maximum level of demand available within the total market over a given period.
Difficulties in estimating market potential:
• Maximum level of demand.
• Total market.
• Level of competitive activity and trends.
• Sales potential.
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Estimating market and sales potential
• Breakdown methods - based on total market measurement or statistical series analysis.
• Build up methods - census, survey and secondary data.
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Market and sales forecasting
The sales and market forecasts provide the basis for all subsequent planning and decision making.
Forecasting indicates what will happen in a given environment if a specific set of decisions and actions is implemented with no subsequent changes.
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Forecast characteristics
(Wheelwright and Makridakis, 1977)
• Based on historical information from which projections can be made.
• Look forward over a specific, clearly defined time period.
• Make clearly specified assumptions, since uncertainty characterises the future.
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The four stage approach to forecasting
(Wolfe 1966)
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Forecasting methods
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Different ways of organising marketing activities
• Function.
• Product.
• Geographically.
• Segments.
• Matrix.
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Functional organisation
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Product organisation
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Regional organisation
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Matrix organisation
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The marketing control process
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Examples of marketing performance evaluation methods
• Sales analysis.
• Costs and profitability analysis.
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Sales analysis
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Marketing costs and profitability analysis
Figure 21.9
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Problems estimating marketing costs according to Wilson et al 1992
• Long term or lagged effects.
• Joint costs.
• Isolating effects.