B2B MARKETING

DR.V VISHNU VANDANA

Associate Professor
1
AGI, Hyderabad
 Course File Index

S.No. Page
Item Description
Number
1 Course Information Sheet 3

2 Syllabus 4

3 Text Books, Reference Book, Web/Other Resources 5

4 Programme Educational Objectives(PEO’s) 6

5 Programme Learning Outcomes(PO’s) 6

6 Bloom’s Taxonomy 7

7 Course Outcomes(CO’s), Mapping & Articulation Matrix 8

8 Course Schedule 9

9 Lecture Plan 10

10 Minutes of Course Review Meeting 12

11 Unit Wise Questions 13

12 Case Study 18

13 Previous Question Papers 28

14 Tutorial Sheet 30

15 Course Assessment Report 31

16 Direct Assessment Sheet 32

17 Rubric Name & Number 34

18 Indirect Course Assessment Sheet 36

19 Add-ons , PPT’s & Lecture Notes 37

2
 ANURAG GROUP OF INSTITUTIONS
Venkatapur (V), Ghatkesar (M), Medchal Dist

SCHOOL OF BUSINESS MANAGEMENT

Course Name : B2B Marketing

Course Number A93005M

Course Designation : Marketing Elective

Credits : 4

Prerequisites : Marketing

II MBA – I Semester
(2018-20)

Name of Faculty Academic

Year/Regulation
Dr V Vishnu Vandana R18

Dr.V Vishnu Vandana

Associate Professor
Course Coordinator

3
 Reference Books

SYLLABUS

Introduction: Market Opportunity Identification, Analysis & Evaluation, Character of B2B

Unit – I
Marketing

Customer Analysis: Organizational Buyer Behaviour, Customer Analysis, Customer

Unit – II Relationship Management Strategies for Business Markets

Market Planning: Assessing Market Opportunities, Environmental Changes Impacting Supply

Chain Power, Strategic Market Planning.
Unit – III

Marketing Mix I: Managing Products for Business Markets, Managing Business Marketing
Unit – IV Channels, Pricing, Key Account Management.

Marketing Mix II: Business Marketing Communication, IMC, Advertising, Trade, PR, One to
Unit – V One Media, Business Marketing Communication-B2B Branding

4
 Vitale, Giglierano, & Pfoerstch, Business to Business Marketing: Analysis and Practice,
1. Pearson/Prentice-Hall, NJ, 2011.

Dwyer, F. Robert & Tanner, John F. Jr. Business Marketing, McGraw-Hill, 4/e., 2009
2.
Myers, Chris A., The Marketing Plan Companion: Analysis and Cases, Kendall Hunt
3. Publishing, 2013

Michael D Hutt, Dheeraj Sharma, Thomas W Speh, B2B Marketing: A South-Asian

4. Perspective Cengage Learning, 11/e, 2014

Sharad Sarin, Strategic Brand Management for B2B Markets : A Road Map for
5.
Organizational Transformation, Sage publications, 2010.

Journals:
1. Journal of Marketing Research
2. Journal of Business-to Business Marketing, Taylor & Francis Online.

Case References:
1. https://www.marketingprofs.com/marketing/library/casestudies/27/market-research

Websites References

1 https://courses.edx.org/course_modes

2 Nptel.ac.in

3 https://www.managementstudyguide.com/business-to-business-marketing.htm

5
Learning Outcomes

The learning outcomes specify the knowledge, skills, values and attitudes students are expected
to attain in courses or in a program.
1. Business Environment and Domain Knowledge: Graduates are able to improve their
awareness sand knowledge about functioning of local and global business environment
and society.
2. Critical thinking, Business Analysis, Problem Solving and Innovative Solutions:
Graduates are expected to develop skills on analysing the business data, application of
relevant analysis, and problem solving in other functional areas such as marketing,
business strategy and human resources.

3. Global Exposure and Cross-Cultural Understanding: Demonstrate a global outlook

with the ability to identify aspects of the global business and Cross Cultural
Understanding.

4. Social Responsiveness and Ethics: Graduates are expected to identify the contemporary
social problems, exploring the opportunities for social entrepreneurship, designing
business solutions and demonstrate ethical standards in organizational decision making.

5. Effective Communication: Graduates are expected to develop effective oral and written
communication especially in business applications, with the use of appropriate
technology.
6. Leadership and Teamwork: Graduates are expected to collaborate and lead teams across
organizational boundaries and demonstrate leadership qualities, maximize the usage of
diverse skills of team members in the related context.

Program Educational objectives

1. To impart the fundamentals of the key elements of a business organization.
2. To provide a critical perspective on theoretical knowledge and practical approach to
various functional areas of management and decision making.
3. To develop analytical skills to identify the link between the management practices in the
functional areas of an organization and business environment.
4. To establish and realize a creative research culture among the student community.
5. To provide insights into latest technology, business communication, management
concepts and to built team work and leadership skills among them.
6. To inculcate the habit of inquisitiveness and creativeness aimed at self actualization and
realization of ethical practices.

6
7
Course Outcomes:
1. Identify various marketing concepts involved in organizational buying.
2. Comprehend the buying process of business markets.
3. Analyze the opportunities for business to business marketing
4. Apply the marketing mix concepts to B2B markets
5. Apply the communication strategies for B2B markets

After completion of the course the students will be able to:

MAPPING OF COURSE OUT COMES WITH PO’s & PEO’s

Course
PLO’s PEO’s
Outcomes
CO1 1,2,3 1,2,5
CO2 1,2 2,3,5
CO3 3,4,6 3,4,5
CO4 3,5,6 3,5
CO5 3,5,6 3,5,6

Articulation matrix of Course outcomes with PO’s &PEO’s

Program Learning Outcomes PEO’S

PO PO PO PO PO PO PEO PEO PEO PEO PEO PEO6
1 2 3 4 5 6 1 2 3 4 5
CO1 3 3 2 3 3 3
CO2 3 3 3 3 2
CO3 3 2 2 3 2 3
CO4 3 2 2 3 2
CO5 3 3 2 3 2 2

8
 Course Schedule

Distribution of Hours in Unit – Wise

Unit Topic Book 1 Book 2 Total No. of

Hours
Vitale, Dwyer,
Giglierano Tanner
et. al. et.al
Introduction: Market Opportunity Ch1, 2
Identification, Analysis & Evaluation,
Unit – I Ch 1, 10
Character of B2B Marketing

Customer Analysis: Organizational Buyer Ch 3, 4, 6

Behaviour, Customer Analysis, Customer
Unit – II Relationship Management Strategies for Ch 2,3 10
Business Markets

Market Planning: Assessing Market Ch 5

Opportunities, Environmental Changes
Impacting Supply Chain Power, Strategic
Unit – III Ch 4,5, 10
Market Planning.

Marketing Mix I: Managing Products for Ch 8.9,14

Business Markets, Managing Business
Ch
Unit – IV Marketing Channels, Pricing, Key Account 9
8,9,10,14
Management.

Marketing Mix II: Business Marketing Ch 11, 12

Communication, IMC, Advertising, Trade, PR,
Ch
Unit – V One to One Media, Business Marketing 9
12,15,16
Communication-B2B Branding

Total 48

Number of hours / lectures available in Semester / Year: 60

9
Lecture Plan:

S.NO TOPIC Classes Teaching methodology

1. Unit - I : Introduction 1 Class activity – Discussion

2. Market Opportunity Identification 3 Activity –student presentations

3. Analysis & Evaluation 2 Chalk & Board , Discussion

4. Character of B2B Marketing 2 Discussion

5. Review & Case 2 Case study & Presentations

6. Total 10

7. Unit - II: Customer Analysis: Organizational 3 PPT

Buyer Behaviour
8. Customer Analysis 2 Chalk & Board

9. Customer Relationship Management Strategies for 3 PPT

Business Markets

10. Review & Case 2 Presentations & Case study

11. Total 10

12. Unit – III: Market Planning: Assessing Market 3 PPT & Group Discussion
Opportunities

13. Environmental Changes Impacting Supply Chain 2 Chalk & Board

Power
14. Strategic Market Planning. 3 PPT & presentations on various
company strategies
15. Review & Case 2 Discussions & Case study

16. Total 10

17. Unit - IV: Marketing Mix I: Managing Products 2 PPT

for Business Markets
18. Managing Business Marketing Channels 2 PPT

19. Pricing 2 Chalk & Board

20. Key Account Management. 1 Chalk & Board

21. Review & Case 2 Student presentations

22. Total 9

10
23. Unit –V: Marketing Mix II: Business Marketing 2 PPT
Communication,
24. IMC, Advertising, Trade, PR, One to One Media 3 Presentations

25. Business Marketing Communication-B2B Branding 2 Chalk & Board

26. Review & Case 2 Activity - Plan a b2b

communication strategy
27. Total 9

28. Total Classes 48

11
Minutes of Course Review Meeting
Details of Meeting No -
Date of Meeting

Member’s Present
Signature of Members
Remarks

Details of Meeting No -
Date of Meeting

Member’s Present
Signature of
Member’s
Remarks

Details of Meeting No -
Date of Meeting

Member’s Present
Signature of
Member’s
Remarks

12
Unit Wise Questions
B2B Marketing

Unit I:
Short Answer Questions:
1. Explain the characteristics of B2B markets. – L2
2. Differentiate between characteristics of B2B and Consumer Markets.- L4
3. Illustrate the importance of B2B marketing. – L2
4. What are the different types of B2B customers? Describe their characteristics. –
L2
5. Discuss recent trends of B2B marketing. – L2

Essay type questions:

6. What is Derived Demand? Explain various factors affecting Business markets
demand. L2
7. How does Industrial Market differ from Consumer Market ? Give examples. – L4
8. Business-to-business marketers are making increasing use of social media, such
as LinkedIn, Facebook and Twitter. Comment. L4
9. Explain the process of B2B market opportunity identification. L2
10. How do you evaluate the B2B market opportunities. Explain with an example. –
L4
11. Elaborate with examples the characteristics of B2B markets and their implications
to marketing mix. – L5
12. Discuss the importance of market analysis of B2B markets – L2
13. Explain the concept of relationship marketing and its phases – L2
14. How can B2B marketing manager make use of the changing technology to
increase the customer base. Discuss. – L4
15. Briefly explain target market selection strategies in an industrial market- L2
16. Briefly explain the different types of competition in B2B marketing with
examples. – L2

Unit II :
Short Answer Questions:
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 1. Discuss briefly about buying roles in B2B buying. – L2
2.. Discuss the nature of B2B customers. – L2
3. Critically evaluate the factors influencing industrial customers. – L4
4. . Explain the customer relationship management strategies for business markets.
– L2
5. . Describe the requirements for effective B2B market segmentation. L2
Essay Type Questions:

1. What is the role of various strategic business units during the industrial
marketing strategic planning process?- L2
2. What different Purchasing Systems are used in Industrial Buying ? What
are the merits and demerits of each of them? – L2
3. Discuss the major buying center roles in an organization.-L2
4. Differentiate between consumer buying behavior and organization buyng
behavior. – L4
5. Explain the concept of value chain.- L2
6. Elaborate the role of the different publics in the industrial marketing
environment-l2
7. Outline the major the major buying situation in an industrial market-L2

Unit III:
Short Answer Questions:
1. Illustrate with an example the opportunity identification in the B2B markets.
2. Describe the various stages of marketing research. –L2
3. How do you assess market opportunities in B2B markets. Discuss - L2
4. Discuss different types of decisions in B2B marketing. – L2
5. Discuss the characteristics of B2B marketing and consumer market research. – L2

Essay Type questions:

1. How to develop strategies for success in B2B markets? Explain – L4
2. Explain the various factors environmental changes impacting supply chain power
– L2
3. What are the challenges faced in value creation in Supply Chain of B2B

14
 markets. Discuss. – L4
4. How does market research help B2B markets in assessing opportunities. Discuss.
– L3
5. Differentiate Consumer market research and B2B market research. L4
6. Elaborate different types of sources of competition to B2B marketing.-L2
7. Explain various types of forecasting types and techniques in B2B marketing. –L2

Unit IV:
Short Answer Questions:
1. How do you classify industrial products. – L2
2. Explain the process of new product development. – L2
3. Explain the process of managing products for business markets. – L2
4. Discuss the importance and factors influencing pricing in B2B markets.
5. Why is it important for firms to nurture relationships with key accounts. Discuss.
– L4

Essay type questions:

1. Explain the stages of Key account management. – L2
2. Explain factors which affect Channel Decision for Industrial Products. – L2
3. Discuss different approaches in developing new products. – L2
4. How does channel management influence various metrics in B2B marketing. – L3
5. Explain various stages of PLC and how can a company identify the stage of PLC.
– L3
6. Discuss the functions and bases of power in marketing channels. – L2
7. With an example of any organization discuss the concept of PLC in B2B
marketing.
8. Describe the relationship between pricing and value to the customer. How can
you differentiate through value addition. Give example– L3
9. Discuss the various components of price setting decision process. – L2
10. Elaborate on the value based approach for pricing. – L2
11. Explain various factors influencing the pricing decisions. –L 2
12. Discuss different pricing strategies with examples – L2

15
 13. Explain the process and strategies while evaluating competitive threat to an
organization. – L2

Unit V:
Short Answer Questions:
1. What is IMC. Why is it important for B2B markets. – L4
2. Explain various elements of IMC in Business marketing communication and their
significance. – L2
3. Discuss the need and importance of B2B branding. – L2
4. How does Business marketing communication influences B2B branding. Discuss
– L4
5. Explain the concepts of i) Advertising ii) Trade iii) One to One Media

Essay type questions:

1. “Advertising and Sales Promotion are not the major techniques of Promoting
Industrial Products.” Do you agree ? Justify your answer. – L5
2. Illustrate the model of communication process and what are the
communication methods other personal selling in B2B marketing. – L2
3. Sales promotion can be targeted to different customer categories in B2B
marketing. Comment.- L3
4. Explain buying decision process and relevant non personal communication
methods. – L2
5. Why do organizations use corporate advertising. Explain. L4
6. Discuss the role and purpose of web communication in B2B marketing – L2
7. The role and mechanism of B2B branding is different from consumer markets.
Do you agree? Justify. L5
8. Explain any success stories of B2B branding. – L3

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CASES:
Case 1:
Rising Sun Toyo Ichiura had recently been transferred from the Consumer Electronics to the
Business Solutions Division of Rising Sun Electronics. The firm is a US $10-billion company,
manufacturing every kind of electronic product from TVs to portable CD players. Rising Sun is a
household name throughout the world, known for quality consumer electronics products.
Recently they have also become interested in serving busi - ness markets and established the
Business Solutions Division to take their electronic know-how into business markets. Their first
segments will be related to business com - munications and on-site security. Last year they sold
about $500 million in products and services to business markets but top man - agement expects
these markets to grow in excess of 20 percent per year. In addition, the margins on business
products are at least double those in the consumer markets. After only about three months on the
job as vice president of marketing for Business Solutions, Ichiura was wondering how he could
carry out his assignment from the CEO. When the CEO hired him, he had said “the marketing in
our B2B operations just isn’t what it should be. Since you have extensive experience in
marketing for consumer electronics products, I assume you will be able to determine what we
can do to improve our marketing for Business Solutions.” As Ichiura began to study the Business
Solutions Division, he came to a few tentative conclusions. First, advertising and promotion
received little emphasis in this division. Second, marketing for each business seemed to be
relevant only to that business, a selfcontained unit. Third, the product managers in these
businesses were deeply involved with their customers, sometimes spending weeks at a time
working on one large customer rather than focusing one common appeal to the largest number of
consumers. Ichiura decided to discuss his observations with some of his more experienced B2B
colleagues at RSE. When he described his tentative conclusions, his colleagues surprised him by
disagreeing with them. So he decided to speak to a fellow graduate of Tokyo University he knew
was now working in a B2B position in the steel industry. He was in for another surprise. After
some reminiscing, Ichiura broached his subject with his friend Yoichiro Watanabe. He reiterated
his three major conclusions and asked for advice. Watanabe took a moment to look at the busy
traffic in the Tokyo streets below before responding. “Well, it is difficult. While marketing is
called marketing with consumers and is also called marketing in the B2B world, there are so
many differences it is hard to know where to begin. The kinds of tools you used in your previous
position are just the opposite in many cases to what should be done in your current position. It
might be prudent to put off your deadline for reporting to your CEO and spend some time with

17
the major cus - tomers of your division. I believe I know you very well and I know you will be
able to learn the nuances of this new field.”

CASE STUDY QUESTIONS:

1 Was Watanabe wrong? Were the B2B marketing executives at RSE just protecting their past
decisions?

2 What major differences do you think Ichiura will find if he follows Watanabe’s advice?

3 Is it a good idea to promote consumer marketing executives to senior B2B marketing

positions?

4 Why do advertising and promotion play a subsidiary role in B2B marketing?

5 What are the major differences between B2B buyers and consumer purchasers?

Case 2:
Case study: Tullow Oil PLC Tullow Oil is a bit of a maverick in the oil exploration business.
The company was founded in 1985 by an Irish accountant, Aidan Heavey, who thought there
might be potential in small oil fields in Africa that large companies had overlooked. Heavey
named the firm after the small town about 35 miles south of Dublin where he began the
company. He started by talking to a friend at the World Bank who knew about a project in
Senegal where he could rework some old fields. Tullow has been remarkably successful ever
since. They strike oil in about 70 per - cent of their exploration and appraisal wells, double the
industry average. In 2006 the firm discovered a more than 1-billion barrel field in the Lake
Albert region of Uganda and now has operations in more than 20 countries. Tullow’s geologists
use their discoveries to look for similar geological areas for further exploration. For instance the
firm drilled a well off French Guiana because they believe there are similar oil deposits in Latin
America to those in West Africa, since the two continents once made up a single landmass.
Tullow involved two major European oil firms in that exploration, Shell and Total, and
announced that they had discovered a large quantity of oil. Their 2011 financial results are
impressive (2010 results are shown in brackets): ■ Sales revenue ($m) 2,304 (1,090): Up 111
18
percent ■ Operating profit ($m) 1,132 (262): Up 332 percent ■ Profit before tax ($m) 1,073
(179): Up 499 percent ■ Profit after tax ($m) 689 (90): Up 670 percent ■ Basic earnings per
share (cents) 72.5 (8.1): Up 795 percent ■ Full year dividend per share (pence) 12 (6): Up 100
percent As the company grows, it faces political, cultural, and environmental challenges. For
instance, Uganda’s government wants Tullow to join with other firms to build a refinery within
the country. And the Ugandan gov - ern ment sent a $472 million tax bill to the firm. As the
company begins to explore in Kenya it is moving into a location where there are many early
hominid sites. Richard Leakey, the well-known anthropologist, says Mr. Heavey has a very good
attitude toward the responsibilities an oil company should have in that area. Tullow issues an
annual cor - porate social responsibility report measuring its CSR efforts. Some problems have
been discussed in the press. Oil industry analysts at Oxfam America, the global relief and
development organization, said safety and environmental concerns weren’t fully addressed
before the project was approved. Even though Jubilee field production has started, Ghana has yet
to update environmental laws governing extractive industries that were written a generation ago.
Ghanaian officials said new legislation will be considered this year. Some are concerned that this
first oil project was Ghana’s first major one of any kind. One report says the following:
For Tullow Oil and its partners, corporate social responsibility is no more business as usual.
They appear bent on departing from the token - istic approach of providing various forms of
services needed or not, to local communities. Some say, the company is only responding to
increased media attention, pressure from non-governmental organiza - tions, and rapid global
information sharing, which have led to a surge in demand from civil society, con - sumers,
governments, and others for businesses to adhere to sustainable business practices. But, Tullow
says it is here to demonstrate that it is possible to conduct oil business in a way that benefits all,
both companies and resource owners. The company recently organized a free health screening
exercise for local people who were screened for diabetes, HIV, hypertension, breast cancer,
dental care, ear, eye, nose, and throat infections. Mr. Ken McGhee, the Corporate Social
Responsibility Manager for the Jubilee part ners [the operators of the large oilfield in Ghana],
said the screening exercise was aimed at offering free medical services to inhabitants residing
within its opera - tional area adding that “the health needs of the people within their catchment
area would remain para - mount to the company and never be relegated to the back ground.” A
total amount of $1.6 million has been committed by the Jubilee partners to develop six coastal
districts of the Western Region. Under a project tagged “Town Planning: an Impera - tive for

19
Sustainable Oil economy in Western Region” the capacity of the six districts to professionally
craft develop ment plans to serve as the basis for both structural and human development in the
short to medium term will be enhanced. The company’s website offers much information about
its Vision and strategies. Vision To be the leading global independ - ent exploration and
production company. Strategy Tullow pursues a consistent and repeatable strategy which seeks
to deliver sustainable long-term growth with a balance between funding, exploration and
production spend, and major activities in core areas. Strategic Priorities 1 Execute selective,
high-impact exploration programmes funded by surplus cash flow or equity. 2 Deliver major
projects, with a significant focus on increasing bankable reserves. 3 Manage our assets to high-
grade the portfolio, replenish upside, and assist funding needs. 4 Ensure safe people, procedures
and operations, and minimizing environmental impacts. 5 Build long-term relationships with
governments, local com - mun ities and key stakeholders. 6 Continue to develop a strong team
with excellent com mer - cial, technical, and financial skills. Overall, Tullow’s approach seems
responsive to the needs of the twenty-first century
CASE STUDY QUESTIONS
1 Do Tullow’s vision and strategies meet the requirements described in the chapter?
2 How is Tullow’s lack of a mission statement important to the future success of the firm?
3 How do resources, industry, and institutional considerations affect Tullow’sstrategy?
4 What type of globalization strategy do you think Tullow has adopted

Case 3: Segmentation, Targeting and positioning

Northern Portugal is the cradle of the nation’s entrepreneurial spirit. Business people in the
region consider themselves to be the real wheeler-dealers of the Portuguese economy, running
mainly small- to mediumsize businesses, and having a certain air of contempt for their
counterparts in Lisbon and further south. According to the northern Portuguese, Lisbonites are
mere employees of multinationals who spend their time on politics and parties while the real
deals are done in the North. Of course, in common with most other capital cities, Lisbon is where
the power and money gravitates; like the multinationals, banks have a strong presence there.
However, the Portuguese have a saying that banks are born in Oporto and die in Lisbon, where
deal-making skills become blunted and atten - tion to detail becomes lax. For this reason, Banco
Portugues de Investimento keeps its headquarters in Oporto. BPI is an exclusive merchant bank
set up in 1981 by Artur Santos Silva; Senhor Silva subsequently set up or acquired a string of

20
subsidiary banks between Oporto and Lisbon. Two of these, Banco de Fomento e Exterior and
Banco Fonsecas & Burnay, have head offices in Lisbon, while a third, Banco Borges & Irmao,
remained in Oporto. Borges & Irmao was focused toward Northern Portugal, which is where the
bulk of its branches were, and Fonsecas & Burnay was focused in the south. Later these banks
were subsumed into the overall brand of Banco BPI, but since Allianz Bank (a German bank)
bought part of the bank, BPI has also traded as Allianz Portugal. Bank managers have been
briefed to develop consumer lending niches such as credit cards and car purchase loans,
segments where BPI claims it has developed key prod - ucts. The business in the North has the
added bonus of using its retail activities to scout for corporate finance – so many of its retail
customers are business people running small and medium enterprises. Typically, banking groups
in Portugal divide their markets into three main segments; small and medium enterprises,
universal banking, and large corporations. BPI believe that the delivery of tailor-made services to
specific segments is the key to success in domestic banking. Banking executives are painfully
aware that there is a lot of work to be done in restructuring the industries of Northern Portugal –
they talk in terms of identifying products and standardizing them, of joint marketing projects,
and of pooling companies together for research and testing of projects. Aiding management buy-
outs and merger and acquisition deals are seen as ways of ensuring continuity in businesses, and
banks are looking toward cross-border transactions with companies in Northern Spain as a way
of consolidating businesses. So far progress has been slow – obviously the economic problems
faced by Portugal have called a halt to business expansions, but also there have been few large
enterprises emerging from the spate of mergers and acquisitions. Most firms are still engaged in
traditional industries such as leather production, agriculture, and textiles, all of which face stiff
competition from lower-cost producers in other countries. Meanwhile, BPI has developed a
strong position in Africa: the former Portuguese col - onies of Angola and Mozambique are
among the economic powerhouses of Southern Africa, and BPI has a stake in their growth
through shareholdings in local banks there. This has helped cushion the bank from the 2008
world financial crisis: Mozambique is among the world’s fastest-growing econ - omies, with
burgeoning chemical and manu - facturing industries as well as traditional agriculture and
mining, and Angola has great mineral wealth (including diamonds) which will eventually
catapult the country into becoming one of the wealthiest in Southern Africa. BPI is well-placed
to take advantage of this, once the current political troubles are over, and in November 2010 the
bank signed an agreement with the Bank of China under which BPI will assist China in creating

21
inward investment by Chinese companies in Portugal and Portuguese Africa. The two banks will
also cooperate on cross-border trade settle ments, funding of major projects, and day-to-day
banking issues such as letters of credit, documentary collections, and capital management.
Questions:
1 How does BPI appear to have segmented its market? a. What variables have they used?
2 Why should an investment bank look to have a foothold in the consumer market?
3 What do you think are the drivers behind Bank of China’s interest in BPI?
4 How might the company segment the African market? 5 Which segments should BPI avoid? 6
What could an effective positioning strategy be for BPI?
Case Study 4: Toshiba – Product Management
are extremely useful anywhere where weight and size are a problem. The company has a policy
of running regular research sessions with customers to uncover new needs and refine existing
products. This research ranges from inter - views to questionnaires, and the results are taken very
seriously indeed – as a direct result of Toshiba’s discussions with customers, the following
changes were made in recent years: ■ Exposure to X-rays from Toshiba medi - cal equipment
was halved. ■ Shock-resistant mobile PCs were de - veloped following observation of how
people handled the equipment. ■ A 0.85-inch hard disk drive was de - veloped for use in
miniature computers (palm tops) and portable GPS units. Recently, the company has started to
use questionnaires sent to mobile telephones of customers. This has increased response rates
dramatically – often several thousand responses come in from each questionnaire, giving the
company some extremely rapid feedback on new products. As in its new product development,
Toshiba wants to be at the forefront of technology in its customer research. For the past 130
years, Toshiba has maintained engineering excellence without losing sight of customer needs. are
extremely useful anywhere where weight and size are a problem. The company has a policy of
running regular research sessions with customers to uncover new needs and refine existing
products. This research ranges from inter - views to questionnaires, and the results are taken very
seriously indeed – as a direct result of Toshiba’s discussions with customers, the following
changes were made in recent years: ■ Exposure to X-rays from Toshiba medi - cal equipment
was halved. ■ Shock-resistant mobile PCs were de - veloped following observation of how
people handled the equipment. ■ A 0.85-inch hard disk drive was de - veloped for use in
miniature computers (palm tops) and portable GPS units. Recently, the company has started to
use questionnaires sent to mobile telephones of customers. This has increased response rates

22
dramatically – often several thousand responses come in from each questionnaire, giving the
company some extremely rapid feedback on new products. As in its new product development,
Toshiba wants to be at the forefront of technology in its customer research. For the past 130
years, Toshiba has maintained engineering excellence without losing sight of customer needs.
Case questions:
1 What type of innovation strategy is Toshiba pursuing?
2 What is the role of customer input in developing new products?
3 How might Toshiba improve its innovation strategy?
4 What have been the main drivers of innovation at Toshiba?
5 What is the role of the brand in Toshiba’s success?

Case 5: Pricing
Czech glass is a particularly attractive prod - uct in the chandelier industry. In northern Bohemia,
glassworks have been in existence since the mid-fourteenth century and Czech crystal, which is
colorless and ideal for en - graving and cutting, has been particularly attractive to chandelier
makers. In 1724, Josef Palme began making chandeliers in northern Bohemia. These chandeliers
were acquired by King Louis XV, Maria Theresa, and the Russian Czarinas and some have been
placed in La Scala in Milan and Versailles. Thomas Klaus, president of Crystal Com - ponents,
had established his firm as a major supplier of Czech glass components to the chandelier makers
in the Czech Republic. Now, he was thinking of moving into foreign markets. Preliminary
research showed large numbers of chandelier makers in the EU, the US, and China. While they
were quite capable of making chandeliers to equal the quality of those made in the Czech
Republic, they would need the Czech glass to make these chandeliers world class in quality. So,
he is most interested in establishing rela tionships with chandelier manufacturers as quickly as
possible. A key question in his mind is the proper pricing for these components. He has
established costs for spheres and ovals in the crystal formations used in the chandeliers and also
has determined the import duties into each of the target markets. These are seen in Exhibit 10.1.
He knows that final prices of chandeliers range from €500 up to many thousands and each
chandelier uses anywhere from 10 to 100 spheres, ovals or a combination of both. Since Crystal
Components is a small firm, he also knows that he will need distributors to import the product
into each of these markets and may have to provide some type of technical expertise to the
chandelier manufacturers in their own languages. A quick analysis of the marketplace shows

23
existing suppliers providing alternative product (not from the Czech Republic). Klaus has
determined that competitors in general have the following prices for a 1 centimeter sphere – US$
4.25, EU€ 4.50, China 30 yuan – and, in most cases, these firms are located within the markets
he is concerned about.

Costs (all labor and materials)

Size: Spheres: Ovals:
1 cm 3.00 euro 4.00 euro
3 cm 5.00 euro 6.00 euro
5 cm 7.00 euro 8.00 euro
Import Duties
EU 15%
US 10%
China 25%

CASE STUDY QUESTIONS

1 Which market(s) should Klaus move into first?
2 How should Klaus price his product in each of these markets based on the final pricing for his
products?
3 How will this pricing affect the rest of Klaus’s marketing strategy?

Case study 6 : Supply Chain

Eddie Stobart is something of a household name in the UK. The company’s distinctive trucks,
each with its smartly-dressed driver (they are required to wear shirts and ties) appear on
motorways throughout the coun - try, and in Continental Europe. Each truck is individually
named (after real women) and each one is spotlessly clean. The company even has a dedicated
fan club, with its own website, merchandize, and £18 membership fee (£20 for members outside
Europe, which of course implies that there ARE members outside Europe). The company’s rise
has been rapid, for a transport company. The original firm was started as an agricultural supply
company in the 1950s, but in 1970 Eddie Stobart took over the family business and turned it into
a haulage company. Operating from Cumbria, a rural area in the north of England, the company
rapidly grew: the low costs associ - ated with its location, plus being fairly central for the UK as

24
a whole, gave the fledgling company some advantages but the main thrust of its success came
from Stobart’s unique vision of what a haulage company should be like. Stobart insisted that his
trucks and drivers should be immaculate: the vehicles themselves were always spotless, and any
driver caught not wearing a tie would face disciplinary action. Stobart also insisted that drivers
should wave back and honk the horn should they be greeted by any passing motorist – an
instruction which may have seemed bizarre to the average tough-guy truck driver, but which paid
off in estab - lishing word of mouth about the brand. Eddie Stobart was also fortunate in that the
new M6 extension motorway was built during the early 1970s, completing the con - nection
between the Midlands and Scotland and passing close by Cumbria. As the com - pany grew,
Stobart established depots nearer to the customers, in the industrial Midlands (in 1987). During
2002, the company suf - fered a setback due to the fuel crisis, and Eddie sold out to his brother
William (who already held 45 percent of the company) through a holding company owned by
William and his brother-in-law. During the early part of the century, the directors con - sidered
moving everything to Warrington in Lancashire, to be nearer to the major Northern cities of
Liverpool and Manchester, but dropped the idea because it would mean job losses in their
beloved Cumbria: instead, the company bought Carlisle Airport with a view to turning it into an
air freight center. In a somewhat complicated deal, Eddie Stobart Limited was launched on the
London stock exchange and became independent of its original parent company, eventually
buying out the parent company (as well as acquiring other hauliers). In 2008, a spate of
acquisitions created the Stobart Group, which now owned the inland ports of Widnes and
Runcorn, London Southend Airport, Carlisle Lake District Airport, and several logistics com -
panies. In 2010 Stobart bought a share in Irish airline Aer Arann, shortly after which Aer Arann
announced that it would commence flights from Southend to Dublin and Galway In 2009,
Stobart agreed to open a new depot in the East Midlands, near Leicester, in collaboration with
chocolate manufacturer Nestlé. Stobart now distributes 75 percent of Nestlé’s products
throughout the UK and Ireland. The company is now able to operate a full logistics service: it has
40 depots around the UK and Ireland, offers warehousing and cross-docking facilities, has a rail
division, a ports division and an air freight division, and (importantly) it owns at least part of the
infrastructure – inland ports and airports, as well as vehicles and warehouses. Despite the
company’s size, it still retains a family-business style: the tradition of naming trucks dates back
to Eddie Stobart himself, who named his first trucks Twiggy (after the model), Dolly (after Dolly
Parton), Tammy (for Tammy Wynette), and Suzi (after Suzi Quattro). Stobart died of heart

25
failure at the age of 56, in 2011, but the business he and his brother built from scratch still carries
on..
Case questions:
1. How does the relationship with Nestlé help Nestlé’s supply chain management?
2. How has Stobart moved from being a haulage company to being a logistics company?
3. What is the purpose of owning ports and airports?
4. What advantages might a customer see in dealing with a family business?
5. Why might Stobart have sought a joint venture with Nestlé

Case : Distribution channels:

General Sales Agents (or GSAs) act for airlines in places in which the airline does not have, and
perhaps cannot afford, its own direct presence. GSAs typically act for several airlines, and are
responsible for all types of sale within their geographical region – passenger tickets, air freight,
and onward ticketing through other airlines. A GSA will charge between 3 and 5 percent
commission for all business it brings in. Airlines use GSAs for several reasons. First, if the
airline does not want to establish its own offices in the GSA’s country the GSA will provide a
presence. For airlines this is a common occurrence – airlines fly to a great many different
countries, but may only have a few flights a week, making it extremely inefficient to maintain an
office in that country. Second, GSAs will often have local contacts with freight forwarding and
logistics companies, making it easy for them to sell air freight – note that the GSA will welcome
the opportunity to offer more choice to potential customers, both in terms of destinations and of
flight times. One such GSA is Aviareps. Founded in Germany in 1994, Aviareps now has 40 sub
- sidiaries worldwide. Each office is operated as an independent company, incorporated in the
host country, but each reports back to corporate headquarters in Germany. During the 1990s the
company grew rapidly, not only in terms of expanding its direct business with airlines but also
diversi - fying into tourism representation. Aviareps is able to represent hotels, cruise lines, rail -
way companies, car rental companies, tourist attractions, and tourist resorts, and even tourist
boards, as well as airlines, and is thus able to offer a seamless service to any com - pany wanting
to make bookings or provide services for most travel options. There are, of course, countries
where Aviareps does not have a presence. The company has therefore concluded reciprocal
agreements with GSAs in those countries, so that through bookings can be made and
organizations such as tour operators can do business through Aviareps without needing to
contact separate GSAs in each country where they want to do business. For a relatively young

26
company, Aviareps has done extremely well – it has 80 airlines and 90 tourism entities in its
portfolio, and operates in every continent. Turnover in 2010 was €82 million, and the company
handled over a billion euros’ worth of business for its clients in that year. Equity in the company
amounts to €14 million. The company re - mains in private hands, with 46 percent of the equity
held by its founder and chief executive, the rest being held by the other directors and a small
amount by the investment company that helped finance the firm in its early days. The company
does not allow clients or potential clients to hold shares: if Aviareps was publicly traded, it might
happen that an airline would buy into the company, which would compromise its independent
and impartial status. The company’s vision is to “bring people to the world, and bring the world
to people.” This they are achieving by acting as the catalyst that brings together many players in
the travel industry – moving far beyond what most GSAs can do.
Case Study Questions
1 What are the advantages of using Aviareps rather than other GSAs?
2 What sources of channel power does Aviareps have?
3 What advantages, from a customer’s viewpoint, are there in the fact that Aviareps has its own
offices in 40 countries?
4 What might an airline expect from a German agent such as Aviareps?
5 Why should a major airline such as Delta or KLM use a GSA?

Source:http://charsoomarketing.com/wp-
content/uploads/downloads/2015/07/Alan_Zimmerman_Jim_Blythe_Business_to_Business_.pdf

27
Model Question paper:
ANURAG GROUP OF INSTITUTIONS

SCHOOL OF BUSINESS MANAGEMENT

B2B MARKETING

Answer all questions: 5x5= 25 Marks

1. Differentiate between characteristics of B2B and Consumer Markets

2. Critically evaluate the factors influencing industrial customers
3. Describe the various stages of marketing research
4. Discuss the importance and factors influencing pricing in B2B markets
5. How does Business marketing communication influences B2B branding. Discuss

Answer all questions; 5x10= 50 Marks

6A . Business-to-business marketers are making increasing use of social media, such as

LinkedIn, Facebook and Twitter. Comment.
Or
6B Briefly explain target market selection strategies in an industrial market

7A. What different Purchasing Systems are used in Industrial Buying ? What
are the merits and demerits of each of them?
Or

7B. Elaborate the role of the different publics in the industrial marketing environment

8A. How to develop strategies for success in B2B markets? Explain

Or

28
 8B. What are the challenges faced in value creation in Supply Chain of B2B markets.
Discuss
9A. Explain factors which affect Channel Decision for Industrial Products
Or
or
9B. Explain the process and strategies while evaluating competitive threat to an organization.
10A. “Advertising and Sales Promotion are not the major techniques of Promoting
Industrial Products.” Do you agree ? Justify your answer
Or
10B. Explain buying decision process and relevant non personal communication methods.

29
Tutorial Sheet

Unit-I Topics Revised

Topic Name

Unit-I Topics Revised

Topic Name

Unit-III Topics Revised

Topic Name

Unit-IV Topics Revised

Topic Name

Unit-V Topics Revised

Topic Name

30
 Course Assessment Report

Batch:

Academic Year/Sem:

Course Name:

Course Number:

Course Attainment (75% of Direct + 25% of Indirect) on a scale of 1 to 3.

Remarks and suggestions:

Course Coordinator

31
Direct Course Assessment Sheet (As per IonCudos)

a) Internal Examination

Course assessment sheet Ass1

Hall Ticket No S1 S2 TOT

1
2
3

Course assessment sheet Mid1

Hall S1 S2 S3 S4 S5 L1 L2 L3 L4 L5 TOT
Ticket
No
1
2
3

Course assessment sheet Ass2

Hall Ticket No S1 S2 TOT

1
2
3

Course assessment sheet Mid2

Hall S1 S2 S3 S4 S5 L1 L2 L3 L4 L5 TOT
Ticket
No
1
2
3

b) External Examination

Hall Ticket No Total Marks

32
Rubric

33
 RUBRIC
S.No. Criteria LEVEL ( Level: 3-Excellent Level: 2-Good Level: 1-Poor)
Student speaks in phase with the given topic confidently using Audio-

Communicati
3
Visual aids. Vocabulary is good
Student speaking without proper planning, fair usage of Audio-Visual
Oral

on
1 2
aids. Vocabulary is not good
Student speaks vaguely not in phase with the given topic. No
1
synchronization among the talk and Visual Aids
Proper structuring of the document with relevant subtitles, readability
Writing Skills

3 of document is high with correct use of grammar. Work is genuine and

not published anywhere else
2 Information is gathered without continuity of topic, sentences were not
2
framed properly. Few topics are copied from other documents
Information gathered was not relevant to the given task, vague
1
collection of sentences. Content is copied from other documents
Student identifies most potential ethical or societal issues and tries to
3
Awareness
Social and

provide solutions for them discussing with peers

Ethical

Student identifies the societal and ethical issues but fails to provide any
3 2
solutions discussing with peers
1 Student makes no attempt in identifying the societal and ethical issues
3 Student uses appropriate methods, techniques to model and solve the
Knowled
Content

problem accurately
ge

4 2 Student tries to model the problem but fails to solve the problem
1 Student fails to model the problem and also fails to solve the problem
3 Listens carefully to the class and tries to answer questions confidently
Participati
Student

Listens carefully to the lecture but doesn’t attempt to answer the

2
on

5 questions
1 Student neither listens to the class nor attempts to answer the questions
The managerial analysis process and presentation is well organized
3 with appropriate use of technologies and methodology. Concept is easy
Managerial and
analytical Skills

to understand and well documented.

The managerial analysis process and presentation is well organized
2 with appropriate use of technologies and methodology. Concept is
6
difficult to understand and not well documented. Analysis is accurate.
The managerial analysis process and presentation is not well organized
with mistakes in usage of appropriate technologies and methodology.
1
Concept is difficult to understand and student is not able to explain the
decision making process.
Independently able to understand and relate the managerial concepts
Practica

Knowle

3
covered in theory to contemporary business environments.
dge

7
l

Independently able to understand the concepts covered in theory but

2
not able to relate the concepts to contemporary business environments.

34
 Not able to understand the concepts and not able to relate concepts to
1
contemporary business environments.
Student uses appropriate methods, techniques to model and solve the

of Management
Understanding
3 problem accurately in the context of multidisciplinary managerial
concerns.

Science
8 Student tries to model the problem but fails to solve the problem in the
2
context of multidisciplinary managerial concerns.
Student fails to model the problem and also fails to solve the problem
1
in the context of multidisciplinary managerial concerns.

35
 Indirect Course Assessment Sheet
Tools:
a) Case Study

S.No. Hall Ticket Number Rubric Assessment

1
2
3

b) Course End Survey Report

Add-ons (Guest Lecture/Video Lecture/Certification/Training Program/Poster Presentation….

etc. )

36
Unit Wise PPT’s & Lecture Notes

-----*********----

37