Welcome to the World of Marketing: Create and Deliver Value Chapter One © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

Chapter Objectives Understand who marketers are, where they work, and marketing’s role in the firm Explain what marketing is and how it provides value to everyone involved in the marketing process Explain the evolution of the marketing concept Understand the range of services and goods that organizations market Understand value from the perspectives of customers, producers, and society Explain the basics of market planning and the marketing mix tools we use in the marketing process © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

Welcome to “Brand You” You are a product and have “market value” as a person You “position” yourself for a job interview in a number of ways © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

The Who and Where of Marketing Marketers: Come from many different backgrounds Work in a variety of locations Maintain cross-functional relationships within the firm Enjoy exciting, diverse careers © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

The Value of Marketing Definition of Marketing (AMA, 2007) Marketing is the activity, set of institutions, and processes for creating, communicating, delivering and exchanging offerings that have value for customers, clients, partners, and society at large © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

Marketing Meets Needs Marketing meets the needs of diverse stakeholders Successful firms practice the marketing concept Needs, wants, and benefits Demands and markets The modern marketplace © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

Marketing is about Creating Utility Utility: The sum of the benefits we receive from using a product/service Form utility Place utility Time utility Possession utility © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

Marketing is about Exchange Relationships An exchange occurs when something is obtained for something else in return—like cash for goods or services Buyer receives a product (an object, service, or idea that satisfies a need) Seller receives something of equivalent value © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

The Evolution of Marketing The Production Era Production orientation The Sales Era Selling orientation The Relationship Era Consumer orientation Total quality management The Triple Bottom Line Era © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

The Production Era Dominated by production orientation A management philosophy that emphasizes the most efficient ways to produce and distribute products Marketing played an insignificant role Henry Ford’s Model T and Ivory soap are examples of products that were created under a production orientation © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

The Sales Era When product availability exceeds demand, businesses may focus on a one-time sale of goods rather than repeat business Dominated by selling orientation Managerial view of marketing is as a sales function, or a way to move products out of warehouses to reduce inventory © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

The Relationship Era Focused on a customer orientation A management philosophy that emphasizes satisfying customers’ needs and wants Marketing becomes more important in the firm Total Quality Management (TQM) is widely followed in the marketing community © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

The Triple Bottom Line Era: Make Money and a Contribution Focuses on building long-term bonds with customers Triple orientation seeks to maximize the financial, social, and environmental bottom lines Marketing uses customer relationship management (CRM) to build bonds with consumers © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

The Triple Bottom Line Era: Make Money and a Contribution Social marketing concept : Management philosophy that marketers must satisfy customers’ needs in ways that also benefit society and deliver value to the firm Sustainability is a key trend that applies to many aspects of business Triple bottom line firms place a greater focus on accountability © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

What Can Be Marketed? From “serious” goods to fun things Products mirror changes in popular culture Marketing messages often communicate myths Product: any good, service, or idea Consumer goods/services Business-to-business goods/services Not-for-profit marketing Idea, place, and people marketing © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

The Marketing of Value Marketing creates and communicates the value proposition as: A marketplace offering that fairly and accurately sums up the value that the customer will realize if the consumer purchases a product or service Perspectives of value differ between customers, sellers, and society © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

Value from the Customer’s Perspective Customer perspective Value is the ratio of costs (price) to benefits (utilities) Value proposition includes the whole bundle of benefits the firm promises to deliver, not just the benefits of the product © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

Value from the Seller’s Perspective Value for the seller takes many forms Seller’s should build value by marketing with customers, not to them Partnering with customers via brandfests Customers have value – it is more expensive to attract new customers than to retain current ones © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

Value from the Seller’s Perspective Lifetime value of a customer Calculate the projected profit from a particular customer to allow a firm to decide which customers are “worth keeping” vs. which should be “fired” Creating a competitive advantage Identify a distinctive competency Turn distinctive competencies into differential benefits © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

Value from Society’s Perspective Marketing transactions add or subtract value from society: Stressing socially responsible and ethical decisions is good business Marketing is often criticized Marketing’s dark side Some marketing activities have detrimental effects on society © 2012 Pearson Education, Inc. publishing as Prentice-Hall.

Marketing Is a Process Marketing planning is a major portion of the process and it involves the following: Analyzing the marketing environment Developing a marketing plan Deciding on a market segment Choosing the marketing mix—product, price, promotion, and place © 2012 Pearson Education, Inc. publishing as Prentice-Hall.