1. Marketing Principles Review Session Jan 30 th, 2009

2. Understanding Modern Marketing Management The Evolution of Marketing The Marketing Concept and related concepts Marketing as business philosophy and practice Marketing in the Twenty-first Century Relationship Marketing, Customer Satisfaction and Retention Marketing and Social Responsibility

3. Marketing Management  Marketing Eras: 1900 – 1930: 1930 – 1960s: Selling Orientation, ‘Push Sales to gain market share’ 1960 -1980s: ??????????????, ‘Find out what the customers want, then develop products to satisfy them!’ 1990s – Today: Societal Marketing orientation, Czinkota calls it ‘Relationship Marketing’, P7

4. Customer Retention  What is it? – It’s about reducing customer defections, leaky bucket theory – replace disloyal customers.  Customer defection is getting easier and easier every year.  Retention Rate is the % of the total number of customers who have repeatedly placed an order over any 12 month period compared to the total number of customers in the same period.

5. Macro and Micro Environment for Marketing Elements of the marketing environment Macro and Micro environmental analysis Understanding Consumer Buyer Behaviour Understanding Industrial Buyer Behaviour Defining and analysing competitive forces

6. The Marketing Information System. The Internal Reports System The Marketing Intelligence System Market Research

7. Customer Research & the Research Process Presentation of results Data analysis and interpretation Data collection Research design Problem definition The market research process: Feedback Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved. More details of this process on pg. 102 of book, Fig 4.1

8. Designing and Managing Marketing Programmes Introducing the Marketing Mix The Traditional Marketing Mix and the Expanded Marketing Mix Product Decisions Integrated Marketing Communications Physical Distribution and Marketing Channel Management (2 parts – physical + Mkt Prog) Designing Pricing Programmes Managing Direct and Online Marketing

9. 4 Ps

10. Developing Marketing Strategies. Segmentation, Targeting and Market Positioning Managing products over the lifecycle Developing new products Brand Management The Marketing Plan

11. Segmentation Defined Segmentation is the art of discerning and defining meaningful differences between groups of customers to form the foundations of a more focused marketing effort. 4 of 35 Mass Market Niche MicroMarketsThe individual Segmentation Continuum

12. Managing the Marketing Effort. Marketing organisation Marketing implementation Controlling marketing activity

13. Marketing Organisation & Management Analysing Marketing Opportunities The Marketing Environment Market Research & Information Systems Market Segmentation, Tragetting & Positioning Marketing Mix Development Product Decisions Pricing Decisions Promotion Decisions Place Decisions Marketing of Services Marketing Management Decisions SWOTing your company

14. Services Marketing Specific characteristics of Services The Servuction System Model The Five Gap Model of Service Quality Defection Management and Customer Retention Management

15. Servuction System Model  The production process of services has been called the “servuction” process (Eiglier and Langeard, 1977)  It refers to the simultaneous production and consumption of services.  The customer is present when the service is produced  The customer plays a role in the servuction and the delivery process  Customers interact with one another during the servuction process and may be affected (positively or negatively) by this interaction