Chapter One: Creating and Capturing Customer Value

Chapter One
Creating and Capturing Customer

Value
Copyright © 2009 Pearson Education, Inc. Chapter 1- slide 1

Publishing as Prentice Hall
Creating and Capturing Customer
Value
Topic Outline
• Define marketing and outline the steps in the
marketing process
• Understanding the Marketplace and Customer
Needs
• Designing a Customer-Driven Marketing
Strategy
• Preparing an Integrated Marketing Plan and
Program
• Building Customer Relationships
• Capturing Value from Customers
• The Changing Marketing Landscape
Copyright © 2010 Pearson Education, Chapter 1- slide 2

Inc. Publishing as Prentice Hall
What Is Marketing?
Marketing is a process by which

companies create value for customers
and build strong customer relationships
to capture value from customers in
return

Understanding the Marketplace
and Customer Needs
Core Concepts
• Customer needs, wants, and demands
• Market offerings
• Customer Value and satisfaction
• Exchanges and relationships
• Markets

and Customer Needs
Customer Needs, Wants, and Demands
• States of deprivation
Needs • Physical—food, clothing, warmth, safety

• Social—belonging and affection
• Individual—knowledge and self-expression
Want • Form that human needs take as they are shaped by

culture and individual personality
s
Demands • Human wants backed by buying power

and Customer Needs
• Market offerings are some
combination of products, services,
information, or experiences offered to a
market to satisfy a need or want
• Marketing myopia is focusing only on
existing wants and losing sight of
underlying consumer needs

and Customer Needs
Customer Value and Satisfaction
Expectations
Customers
• Value and
satisfaction
Marketers
• Set the right level of
expectations
• Not too high or low

and Customer Needs
Exchange is the act of obtaining a
desired object from someone by offering
something in return

and Customer Needs
Markets are the set of actual and

potential buyers of a product or service

Designing a Customer-Driven
Marketing Strategy
Marketing management is the art and

science of choosing target markets and
building profitable relationships with
them
– What customers will we serve?
– How can we best serve these customers?

Marketing Strategy
Selecting Customers to Serve
Market segmentation refers to dividing

the markets into segments of customers
Target marketing refers to which
segments to go after

Marketing Strategy
Selecting Customers to Serve
Demarketing is marketing to reduce

demand temporarily or permanently; the
aim is not to destroy demand but to
reduce or shift it

Marketing Strategy
Choosing a Value Proposition
• The value proposition is the set of

benefits or values a company promises
to deliver to customers to satisfy their
needs

Marketing Strategy
Marketing Management Orientations
Production Product Selling Marketing Societal

concept concept concept
concept concept

Marketing Strategy
Production concept is the idea that

consumers will favor products that are
available or highly affordable

Marketing Strategy

Product concept is the idea that
consumers will favor products that offer
the most quality, performance, and
features. Organizations should
therefore devote its energy to making
continuous product improvements.

Marketing Strategy
Selling concept is the idea that

consumers will not buy enough of the
firm’s products unless it undertakes
a
large scale selling and promotion effort

Marketing Strategy
Marketing concept is the idea that

achieving organizational goals depends
on knowing the needs and wants of
the target markets and delivering the
desired satisfactions better than
competitors do

Marketing Strategy
Societal marketing concept is the idea

that a company should make good
marketing decisions by considering
consumers’ wants, the company’s
requirements, consumers’ long-term
interests, and society’s long-run
interests

Preparing an Integrated Marketing
Plan and Program
• The marketing mix is the set of tools
(four Ps) the firm uses to implement its
marketing strategy. It includes
product, price, promotion, and place.
• Integrated marketing program is a
comprehensive plan that communicates
and delivers the intended value to
chosen customers.
Building Customer Relationships
Customer Relationship Management
(CRM)
• The overall process of building and

maintaining profitable customer
relationships by delivering superior
customer value and satisfaction

Relationship Building Blocks: Customer
Value and Satisfaction
Customer Customer
perceived value satisfaction
• The difference • The extent to
between total which a
customer value product’s
and total perceived
customer cost performance
matches a
buyer’s
expectations

Customer Relationship Levels and Tools
Basic
Relationships
Full
Partnerships
The Changing Nature of Customer
Relationships
• Relating with more carefully selected
customers uses selective relationship
management to target fewer, more
profitable customers
• Relating more deeply and interactively by
incorporating more interactive two way
relationships through blogs, Websites,
online communities and social networks

Partner relationship management

involves working closely with partners in
other company departments and
outside the company to jointly bring
greater value to customers

Partner Relationship Management
• Partners inside the company is every
function area interacting with customers
– Electronically
– Cross-functional teams
• Partners outside the company is how
marketers connect with their suppliers,
channel partners, and competitors by
developing partnerships
Partner Relationship Management
• Supply chain is a channel that stretches

from raw materials to components to
final products to final buyers
• Supply management
• Strategic partners
• Strategic alliances

Capturing Value from Customers
Creating Customer Loyalty and
Retention
• Customer lifetime value is the value of

the entire stream of purchases that the
customer would make over a lifetime
of patronage

Growing Share of Customer
Share of customer is the portion of the

customer’s purchasing that a company
gets in its product categories

Customer equity is the total combined

customer lifetime values of all of the
company’s customers

Building Customer Equity
• Building the right relationships with the
right customers involves treating
customers as assets that need to be
managed and maximized
• Different types of customers require
different relationship management
strategies
– Build the right relationship with the right
customers

The New Marketing Landscape
Major Developments
Rapid
Digital age
globalization
Ethics and
Not-for-profit
social
marketing
responsibility


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Chapter One

Creating and Capturing Customer

Copyright © 2009 Pearson Education, Inc. Chapter 1- slide 1

Copyright © 2010 Pearson Education, Chapter 1- slide 2

Marketing is a process by which

Copyright © 2010 Pearson Education, Chapter 1- slide 3

Copyright © 2010 Pearson Education, Chapter 1- slide 4

Needs • Physical—food, clothing, warmth, safety

Want • Form that human needs take as they are shaped by

Copyright © 2010 Pearson Education, Chapter 1- slide 5

Copyright © 2010 Pearson Education, Chapter 1- slide 6

Copyright © 2010 Pearson Education, Chapter 1- slide 7

Copyright © 2010 Pearson Education, Chapter 1- slide 8

Markets are the set of actual and

Copyright © 2010 Pearson Education, Chapter 1- slide 9

Marketing management is the art and

Copyright © 2010 Pearson Education, Chapter 1- slide 10

Market segmentation refers to dividing

Copyright © 2010 Pearson Education, Chapter 1- slide 11

Demarketing is marketing to reduce

Copyright © 2010 Pearson Education, Chapter 1- slide 12

• The value proposition is the set of

Copyright © 2010 Pearson Education, Chapter 1- slide 13

Production Product Selling Marketing Societal

Copyright © 2010 Pearson Education, Chapter 1- slide 14

Production concept is the idea that

Copyright © 2010 Pearson Education, Chapter 1- slide 15

Marketing Management Orientations

Copyright © 2010 Pearson Education, Chapter 1- slide 16

Selling concept is the idea that

Copyright © 2010 Pearson Education, Chapter 1- slide 17

Marketing concept is the idea that

Copyright © 2010 Pearson Education, Chapter 1- slide 18

Societal marketing concept is the idea

Copyright © 2010 Pearson Education, Chapter 1- slide 19

• The overall process of building and

Copyright © 2010 Pearson Education, Chapter 1- slide 21

Copyright © 2010 Pearson Education, Chapter 1- slide 22

Copyright © 2010 Pearson Education, Chapter 1- slide 24

Partner relationship management

Copyright © 2010 Pearson Education, Chapter 1- slide 25

• Supply chain is a channel that stretches

Copyright © 2010 Pearson Education, Chapter 1- slide 27

• Customer lifetime value is the value of

Copyright © 2010 Pearson Education, Chapter 1- slide 28

Share of customer is the portion of the

Copyright © 2010 Pearson Education, Chapter 1- slide 29

Customer equity is the total combined

Copyright © 2010 Pearson Education, Chapter 1- slide 30

Copyright © 2010 Pearson Education, Chapter 1- slide 31

Copyright © 2010 Pearson Education, Chapter 1- slide 32

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