Marketing management free essay sample

Chapter 1 Defining Marketing for the 21st Century Five basic markets their connecting flows Figure 1.1 Marketing Management An Asian  © Kotler, Keller, Ang, of Perspective Structure Leong Flows in a Modern Exchange Economy Tan 4th Edition International Executive MBA PGSM Page I.01 MARKETING MANAGEMENT Figure 1.2 A Simple Marketing System  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Figure 1.3 Holistic Marketing Dimensions  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.02 MARKETING MANAGEMENT Holistic Marketing In Your own words, define Holistic Marketing? Figure 1.4 The 4 P Components of the Marketing Mix  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.03 MARKETING MANAGEMENT Asian Figure 1.5 Marketing-Mix Strategy  © Kotler, Keller, Ang, Leong Tan Marketing Management An Perspective 4th Edition Figure 1.6 Factors Influencing Company Asian Marketing Management An Marketing Strategy  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Perspective 4th Edition Page I.04 MARKETING MANAGEMENT Skim a Vietnamese company that you believe has been adopting market-driven research strategy. Identify those strategies. Why do you consider this company to be successful? Chapter 2 Developing Marketing Strategies Plans  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.05 MARKETING MANAGEMENT Figure 2.1 Two Views of the Value Delivery Process  © Kotler, Keller, Ang, Leong Tan Figure 2.2 Marketing Management An Asian Perspective 4th Edition The Generic Value Chain Marketing Management An Asian Perspective  © Kotler, Keller, Ang, each Study costs performance in Leong Tan activity improve it 4th Edition International Executive MBA PGSM Page I.06 MARKETING MANAGEMENT Figure 2.3 A holistic marketing network  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Figure 2.4 The Strategic Planning, Implementation Control Processes  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.07 MARKETING MANAGEMENT Figure 2.5 The strategic planning gap  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Figure 2.6 Three Intensive Growth Strategies: Ansoff’s Product-Market Expansion Grid  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.08 MARKETING MANAGEMENT Figure 2.7 The Business Unit Strategic-Planning Process Asian  © Kotler, Keller, Ang, Leong Tan Marketing Management An Perspective 4th Edition Figure 2.8 Opportunity and Threat Matrices  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.09 MARKETING MANAGEMENT Figure 2.8 Opportunity and Threat Matrices  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Chapter 3 GATHERING Information Scanning the Environment  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.10 MARKETING MANAGEMENT The Demographic Environment Population Age Mix †¢ Populations vary in age mix †¢ Global trend ïÆ'ËœAging population ïÆ'ËœFalling fertility rates †¢ Future Asian retiree: affluent, cosmopolitan †¢ Good market for travel, entertainment  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition The Demographic Environment Population Age Mix 6 Age Groups: 1. Preschool 2. School-age children 3. Teens 4. Young adults age 25 to 40 5. Adults age 40 to 65 6. Older adults age 65 up Most populous groups shape marketing environment  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.11 MARKETING MANAGEMENT The Demographic Environment Ethnic Other Markets †¢ Countries vary in ethnic racial makeup †¢ Ethnic groups specific wants buying habits †¢ Asia’s ethnic diversity: 20 major languages 12 major religions in 12 Asian countries  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition The Demographic Environment Educational Groups Asians desire for knowledge demand for †¢ Books, education †¢ Offshore campuses †¢ Joint degree programs †¢ Online courses  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.12 MARKETING MANAGEMENT The Demographic Environment Educational Groups 5 educational groups: 1. 2. 3. 4. 5. Illiterates High school dropouts High school degree holders College degree holders Professional degree holders  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition The Demographic Environment Household Patterns Traditional household †¢ Husband, wife children Non-traditional household ï‚ § Singles ï‚ § Single-parent families ï‚ § Divorcees Growing rapidly ï‚ § Distinct needs, buying habits – Eg smaller furniture, food sets ï‚ § Singles can spend Marketing Management An family  © Kotler, Keller, Ang, Leong Tan Asian Perspective 4th Edition International Executive MBA PGSM Page I.13 MARKETING MANAGEMENT The Demographic Environment Geographical Shifts in Population †¢ Migration between/within countries – Eg 1997 Hong Kong reverted to China – Hong Kongers migrate to other countries increase demand for housing education †¢ Marketers target these new successful population members  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Other Major Macroenvironments Social-Cultural Environment Other cultural characteristics: 1. High Persistence- Core Cultural Values ï‚ § ï‚ § Hold core beliefs values that persist Easier to change secondary than core 2. Existence of Subcultures- shared values 3. Shifts of Secondary Cultural Values Over Time ï‚ § Core values cultural swings do take place  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.14 MARKETING MANAGEMENT Other Major Macroenvironments Natural Environment Marketers to take note of: 1. Shortages of raw materials 2. Increased costs of energy 3. Increased pollution levels 4. Changing role of governments protect environment  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Other Major Macroenvironments Natural Environment †¢ Nature deteriorates global concern †¢ Air water pollution dangerous levels †¢ Companies practices, protect nature †¢ Green products protect environment †¢ Change consumer attitudes role to protect environment  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.15 MARKETING MANAGEMENT Other Major Macroenvironments Technological Environment 1. Accelerating pace of change – Computers, internet reduce auto pollution 2. Unlimited opportunities for innovation – Virtual reality consumer reactions to products 3. Varying RD budgets – Content to copy products slight changes 4. Increased regulation- technological change – Public safety  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Other Major Macroenvironments Political-Legal Environment Laws, government pressure groups influence limit firms individuals Marketers must work: 1. 2. 3. 4. Within laws business practices Engage special-interest groups Exploit opportunities market reform Deal with corruption  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.16 MARKETING MANAGEMENT Other Major Macroenvironments Political-Legal Environment INCREASE IN BUSINESS LEGISLATION But marketers can get around regulations Eg: Dahongying – China bans Tobacco advertising – Yet, Dahongying sells cigarettes seen on TV, billboards in-store displays – Why? Dahongying has education business libraries with same name  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Other Major Macroenvironments Political-Legal Environment INCREASE IN BUSINESS LEGISLATION To protect: 1. Companies unfair competition 2. Consumers unfair business practices 3. Society unbridled business behavior â€Å"At what point do costs of regulation exceed the benefits?  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.17 MARKETING MANAGEMENT Other Major Macroenvironments Political-Legal Environment INCREASE IN BUSINESS LEGISLATION Protect home industries ï‚ § Eg KFC Bangalore closed overuse of MSG ï‚ § Rumors closed to protect local retailers Counter protectionistic policies, foreign firms new local brands – Eg â€Å"Made-in-Thailand† Heineken beer  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Other Major Macroenvironments Political-Legal Environment GROWTH OF SPECIAL-INTEREST GROUPS Consumerist movement strengthen rights powers of buyers ï‚ § ï‚ § Eg: true interest cost of loan Basic ingredients in product Personal data customized products privacy issues public policy issue Consumer affairs policies consumer complaints  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.18 MARKETING MANAGEMENT Other Major Macroenvironments Political-Legal Environment MARKET REFORM Consistency nation-building agenda Take time- less developed Asian countries – Vietnam’s doi moi, criticized as too slow, overregulated inefficient  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Other Major Macroenvironments Political-Legal Environment CORRUPTION Corruption Asian officials- rife Bribes paid smallest of clearances Survey Chinese most willing pay bribes Asian governments to clean up long-term economic dividends  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.19 MARKETING MANAGEMENT Chapter 4 CONDUCTING Marketing Research and Forecasting Demand  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition †¢ Know the 4 WHs and H of your market? International Executive MBA PGSM Page I.20 MARKETING MANAGEMENT Figure 4.1 The Marketing Research Process  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Marketing Research in Asia Marketing research in Asia challenging WHY? 1. Unreliable/no secondary data 2. Databases not comparable cross-nationally 3. Poor research infrastructure 4. Cultural differences in response 5. Variations in research capabilities 6. High rates of change in marketplace  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.21 MARKETING MANAGEMENT Marketing Research in Asia Solutions: 1. Sequence piloting, adapting rollout of surveys regionally 2. External validation of data sources 3. Use samples on future demographic profiles 4. Invest on research capabilities infrastructure  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Figure 4.2 The Control-Chart Model  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.22 MARKETING MANAGEMENT Figure 4.3 Financial Model of Return on Net Worth  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Figure 4.4 Ninety Types of Demand Measurement (6 Ãâ€" 5 Ãâ€" 3)  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.23 MARKETING MANAGEMENT Figure 4.5 Market Demand Functions  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Figure 4.5 Market Demand Functions  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.24 MARKETING MANAGEMENT Chapter 5 CREATING Customer Value, Satisfaction Loyalty  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Figure 5.1 Traditional Organization versus Modern Customer-Oriented Company Organization  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.25 MARKETING MANAGEMENT Figure 5.2 Determinants Of CustomerDelivered Value  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Figure 5.3 Customer-Product Profitability Analysis  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.26 MARKETING MANAGEMENT Figure 5.4 The CustomerDevelopment Process Main steps in process to attract keep customers  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Figure 5.5 Levels of Relationship Marketing Marketing Management Depends on number of customers profit margin An Asian Perspective  © Kotler, Keller, Ang, Leong Tan 4th Edition International Executive MBA PGSM Page I.27 MARKETING MANAGEMENT Customer Databases Database Marketing Database marketing process to build, maintain use databases to contact, transact build customer relationships  © Kotler, Keller, Ang, Leong Tan Figure 5.6 Marketing Management An Asian Perspective 4th Edition Increasing Customer Share of Requirements  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.28 MARKETING MANAGEMENT Customer Databases Database Marketing Data Warehouses Datamining Data warehouse: Organized collected data Datamining: †¢ Extract information on individuals trends †¢ Statistical mathematical techniques – cluster analysis neural networking  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Customer Databases Database Marketing Data Warehouses Datamining USING THE DATABASE Database used in 5 ways: 1. Identify prospects 2. Decide customers to receive offer 3. Deepen customer loyalty 4. Reactivate customer purchases 5. Avoid serious customer mistakes  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.29 MARKETING MANAGEMENT Customer Databases Database Marketing The Downside of Database Marketing CRM 4 problems in using CRM: FIRST PROBLEM: †¢ Build maintain database †¢ Large technology investment skilled staff †¢ Difficult to collect right data †¢ Problem worse in Asia – At least 4 major differences in nature of customer relationships compared to the West  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Customer Databases Database Marketing The Downside of Database Marketing CRM 4 differences in Asia compared to the West 1. Language preference- complex but important 2. Identify by name– challenge racially diverse 3. Some jurisdictions allow 1 marriage †¢ Wealthy males 1 address intricate arrangements 4. Bias against flaunting wealth †¢ Reluctance to declare to strangers, government  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.30 MARKETING MANAGEMENT Customer Databases Database Marketing The Downside of Database Marketing CRM SECOND PROBLEM: †¢ Difficult to get all to be customer-oriented THIRD PROBLEM: †¢ Not all want relationship with company †¢ May resent company has personal information FOURTH PROBLEM: †¢ Assumptions behind CRM not always true  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition Customer Databases Database Marketing The Downside of Database Marketing CRM 4 main perils of CRM: 1. Implement CRM before customer strategy 2. Roll out CRM before changing organization 3. Assume more CRM technology is better 4. Stalking, not wooing customers  © Kotler, Keller, Ang, Leong Tan International Executive MBA PGSM Marketing Management An Asian Perspective 4th Edition Page I.31 MARKETING MANAGEMENT Customer Databases Database Marketing NhÆ °Ã¡ » £c Ä‘iá »Æ'm cá » §a cÆ ¡ sá »Å¸ dá » ¯ liá »â€¡u CRM Each company needs to determine how much to invest in building and using database marketing to conduct its customer relationships  © Kotler, Keller, Ang, Leong Tan Marketing Management An Asian Perspective 4th Edition †¢ Look at your own business, do you believe that it promotes a CRM? †¢ The advantage and the disadvantage of your business CRM? †¢ Is the CRM relevant to governmental and non profit organization? Explain?