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Marketing Reading: Creating Customer Value
by Sunil GuptaThis Reading explores how firms can create value for their customers. The goal of any business is to delight customers by understanding its customers' needs and to provide products and services to meet those needs. As a result, it is critical to understand what customers value and how firms can offer products and services by creating different types of value for their customers. The purpose of this Reading is to help students understand customers' perspectives on what they value and why. The Reading describes four types of customer value-economic, functional, experiential/psychological, and social. A supplemental Reading looks at how to manage customer expectations.
Marketing Reading: Customer Centricity
by Rohit DeshpandeWithout customers, businesses could not succeed. The term "Customer Centric" has therefore become synonymous with proactive business strategy worldwide. Primarily due to advances in technology, we are experiencing a fundamental shift in marketing - from a previous focus on companies to a spotlight on consumers - giving customers a much stronger voice in both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. Customer centricity fits three ways into an organization: as part of a knowledge management system (understanding the customer), as part of the development of strategic competence as a learning organization (building a customer-centric culture), and as a foundation for corporate strategy development and execution (serving the customer). This reading is organized into three main sections covering these topics and uses many examples from diverse industries to illustrate successes in each area. In addition, a Supplemental Reading examines the dynamic between customer centricity and innovation and also provides a contrarian view to the topic.
Marketing Reading: Customer Management
by Sunil GuptaThis Reading on customer management sheds light on how companies should evaluate and manage their customers in order to grow profitably. Customer management allows marketing managers to inform investment decisions by drilling down into each customer's profitability or customer lifetime value (CLV). Historically, marketing managers have focused on providing value to customers, while largely ignoring the value they could get from customers. Realizing that customer lifetime value is a more important metric than simply increasing sales or market share, many companies are beginning to understand how the viability of their businesses is tightly linked to acquiring, retaining, and developing the right customers.
Marketing Reading: Developing and Managing Channels of Distribution
by V. Kasturi RanganThis Reading explores the multi-faceted nature of channels of distribution. The Reading provides guidelines for how producers of goods and services should cultivate, execute, and manage their go-to-market strategies. They can achieve success by implementing the notion of channel stewardship, and by applying its three main disciplines: mapping the industry channels, building & updating the channel value chain, and aligning & influencing the channel value chain. Managers are guided on whether to pursue direct and/or indirect channels of distribution. The author presents a seven-step framework for building the channel value chain. In aligning & influencing the channel system, students discover the importance of aligning the network of suppliers and intermediaries to address customer needs, and how participating members should be rewarded commensurate with their efforts. Hard and soft power as key influential levers are discussed, and students are also introduced to a four-step alignment process for programming a high-performance channel system. This discipline also involves managing horizontal channel conflict. The Reading closes with an eCommerce supplement, which discusses how online channel capabilities have caused varying degrees of disruption among certain product categories.
Marketing Reading: Digital Marketing
by Sunil Gupta Joseph DavinDigital technology has changed how consumers search for information, interact with each other, and buy products. The popularization of these technologies has made it possible for companies to have a better understanding of their customers' decision journey and subsequent word-of-mouth recommendations. Digital marketing requires a new approach to reach and engage consumers. We highlight four key elements of digital marketing: outbound marketing (search and display advertisements), inbound marketing, social media networks, and the mobile revolution. The Reading explores each element, explaining relevant tools and how to assess their effectiveness; it also covers advanced topics such as online-offline interaction and linking measurements to customer lifetime value (CLV). This Reading contains an Interactive Illustration, "Search and Display Advertising ROI," which helps students understand the relationships among measures of efficiency of search and display advertising, as well as the dependence of advertising campaign profit and ROI (return on investment) on its measures of efficiency. The Reading also contains links to six video clips on the implementation of digital marketing techniques, including "AdWords Video: Plan Your Campaign," describing the effective design and budget of a digital marketing campaign; "Ads Manager: A Facebook Ads Tutorial," describing a tool for monitoring the cost and results of an active campaign; "Coca Cola Hong Kong Multiscreen Ad Campaign," a creative combination of TV and mobile marketing; "HubSpot CEO Interview on Inbound Marketing," about the importance of creating noteworthy content that will attract customers; "United Breaks Guitars," an example of negative word of mouth via social media; and "Advertising Symbiosis: The Key to Viral Videos," describing why certain customers are likely to share ads. We recommend assigning this reading together with Core Reading: Marketing Communications (HBP No. 8186).
Marketing Reading: Digital Marketing
by Sunil Gupta Joseph DavinDigital technology has changed how consumers search for information, interact with each other, and buy products. The popularization of these technologies has made it possible for companies to have a better understanding of their customers' decision journey and subsequent word-of-mouth recommendations. Digital marketing requires a new approach to reach and engage consumers. We highlight four key elements of digital marketing: outbound marketing (search and display advertisements), inbound marketing, social media networks, and the mobile revolution. The Reading explores each element, explaining relevant tools and how to assess their effectiveness; it also covers advanced topics such as online-offline interaction and linking measurements to customer lifetime value (CLV). This Reading contains an Interactive Illustration, "Search and Display Advertising ROI," which helps students understand the relationships among measures of efficiency of search and display advertising, as well as the dependence of advertising campaign profit and ROI (return on investment) on its measures of efficiency. The Reading also contains links to six video clips on the implementation of digital marketing techniques, including "AdWords Video: Plan Your Campaign," describing the effective design and budget of a digital marketing campaign; "Ads Manager: A Facebook Ads Tutorial," describing a tool for monitoring the cost and results of an active campaign; "Coca Cola Hong Kong Multiscreen Ad Campaign," a creative combination of TV and mobile marketing; "HubSpot CEO Interview on Inbound Marketing," about the importance of creating noteworthy content that will attract customers; "United Breaks Guitars," an example of negative word of mouth via social media; and "Advertising Symbiosis: The Key to Viral Videos," describing why certain customers are likely to share ads. We recommend assigning this reading together with Core Reading: Marketing Communications (HBP No. 8186).
Marketing Reading: Framework for Marketing Strategy Formation
by Robert J. DolanThis reading provides an introduction to the framework for marketing strategy: how a business creates and retains a customer. It begins with a description of the 5Cs analysis for developing a marketing strategy (customer, company, collaborators, competitors, and context). It then discusses two sets of decisions every organization needs to make: the Aspiration Decision (what the company hopes to achieve in the market) and the Action Plan Decision (or "marketing mix" of the 4Ps-product, promotion, placement, and price). Finally, it considers the different kinds of actions required for customer acquisition vs. customer retention.
Marketing Reading: Global Marketing
by Rohit DeshpandeBecause of advances in technology, increasing international trade, growing global income levels, and a convergence of consumer tastes, companies worldwide must examine their business strategies and tactics with a global perspective. This Reading introduces a broad array of fundamental concepts and strategies that will enable students to understand these dynamic changes in the global marketing environment. A Supplemental Reading offers insight into global marketing in the service industry.
Marketing Reading: Marketing Communications
by Jill Avery Thales S. TeixeiraThis Reading begins with an overview of marketing communications strategy and then presents a framework for designing strategies to optimize consumer engagement. This framework offers managers three broad phases for developing a marketing communications plan: strategic intent, strategic execution, and strategic impact. Crafting such a plan ensures that coordinated and complementary messages are delivered in an integrated marketing communications plan across all consumer touch points. This Reading contains two Interactive Illustrations, "Budgeting for Marketing Communications," which illustrates the objective-and-task budgeting method with a hierarchy of effects perspective, and "Viral Effect of Marketing," which explores the likelihood that a shared YouTube video will "go viral." The Reading also contains links to two video clips, the Taco Bell "Routine Republic" advertisement, a classic example of a conflict-based story, and "Cracking the Code of Super Bowl Ad Effectiveness," which describes research linking viewers' brain activity to the emotional connection of effective ads. Please note: this Reading does not cover the complexity of digital marketing. Its influence on marketing communications is covered in greater depth in Core Reading: Digital Marketing (HBP No. 8224), which is a recommended pairing (assignment) with this Reading.
Marketing Reading: Marketing Intelligence
by Robert J. Dolan Leslie K. JohnThis Reading provides the basic knowledge a marketing manager needs in order to choose the right combination of research methods, as well as the best way to present research findings to stakeholders. Furthermore, this Reading shows how effective decision making hinges on marketing intelligence, which is defined as a deep and informed understanding of the relationship among the customer, the marketing environment, and the company's offerings.
Marketing Reading: Pricing Strategy
by Robert J. Dolan John T. GourvilleThis Core Curriculum Reading introduces students to the fundamentals of getting price right. First, it introduces value pricing, which requires a detailed understanding of the true economic value (TEV) that a firm's product creates for a specific customer. Value pricing also requires a decision to divide that value between the firm (providing the firm its incentive to sell) and the customer (providing the customer with an incentive to buy). After covering the key elements of the value-pricing approach, the Reading explains the concepts of price customization, consumer sensitivity to price, and the impact of price on the organization's profitability. Students also learn how both quantitative research and managerial judgment are used to make optimal pricing decisions. This Reading is accompanied by a Teaching Note, test bank, and exhibit slides.
Marketing Reading: Product Policy
by Robert J. DolanThis Reading focuses on the three issues a company must address in developing its product policy: 1. Product mix breadth refers to the variety and number of product lines offered. 2. Product line depth is the number of items in a given product line. 3. Product item design refers to each individual product's specifications. This Reading contains two Interactive Illustrations: the first, "Altius Golf Ball Positioning," allows students to explore the effect of product positioning on market share in markets with different degrees of cannibalization from the perspective of a golf ball manufacturer that plans to extend its product line. The second, "Product Bundling," allows students to explore how pricing "bundles" of products and services is influenced by their perceived value, using the example of hotel accommodation prices in different locations and for different segments of hotel guests (business travelers, vacationing families, and budget-minded students). The Reading also contains two videos, one on strategies for creating new product categories and one on using a customer feedback loop to manage the uncertainty of product innovation.
Marketing Reading: Sales Force Design and Management
by Das Narayandas Doug J. ChungThis Core Curriculum Reading introduces students to (1) the importance of sales force design in implementing organizational strategy, and (2) the role of sales force management in linking structures and processes to behaviors. The material combines theoretical perspectives with real-world examples, drawn from the business-to-business (B2B), business-to-consumer (B2C) and nonprofit sectors, to illustrate the range of challenges and opportunities in this field.
Marketing Reading: Segmentation and Targeting
by Sunil GuptaThis Reading introduces two of the integral parts of any marketing strategy: segmentation and targeting. It covers, first, all of the methods, techniques, and variables with which a business first uncovers the full range of its potential customers and then distinguishes between them. It then takes up how a company judges the potential of each market segment, selects the segments worth pursuing, and designs marketing programs to serve them. The Reading includes two interactive illustrations. Both drive the students to think more carefully about segmentation and targeting. The first, "Segmenting the Dog Food Market," shows how successfully marketing a product consumed by dogs depends on first understanding and segmenting their owners. The second, "Segmenting the Market for Early Pregnancy Test Devices," shows how the most important category for segmentation is not demographic or geographic, but concerned rather with consumer psychology and motivation. The Reading also includes a six-part video mini-case study on how GE Healthcare developed and applied segmentation for its Imaging Systems business.
Marketing Real People, Real Choices
by Elnora W. Stuart Greg W. Marshall Michael R. SolomonMarketing: Real People, Real Choices is the only text to introduce marketing from the perspective of real people, who make real marketing decisions, at leading companies every day. Timely and relevant, this reader-friendly text shows you how marketing concepts are implemented, and the impacts they can have on a company. Featuring new information, examples and assessment, the 11th Edition continues its focus on the core issues every marketer needs to know. These include value, analytics and metrics, and ethical and sustainable marketing. It also emphasizes the importance of branding oneself and highlights how the concepts you learn in class apply directly to your own personal marketing plan. With this text, you'll take an active approach to understanding marketing through decision making and be well equipped to tackle what's happening in the world of marketing today.
Marketing Research
by Bonita KolbEssential to any student of the discipline, this textbook offers a comprehensive, applied approach to understanding and designing market research. Balancing the fundamental quantitative methodologies and theoretical structures with practical applications of qualitative techniques, this book is ideal for the novice researcher, and for those more familiar with the discipline. With an emphasis on both critical thinking and hands-on application, the textbook contains: several real life case studies; useful learning features such as key terms, definitions and discussion topics, and is supported by a companion website.
Marketing Research
by Fareena SultanSummarizes and synthesizes materials in the following notes: Marketing Situation Assessment, Marketing Research: An Overview of Research Methods, and Research Methods in Marketing: Survey Research.
Marketing Research Kit For Dummies
by Michael Hyman Jeremy SierraThe tools you need to identify, obtain, record, and analyze dataSure, access to data is faster and easier to obtain than ever before, but how do you cut through the clutter of information to find what's most useful and organize it to suit your purposes? Marketing Research Kit For Dummies supplies a brimming box of tools that help you mine mountains of data, find the sources you need, and focus your marketing plan.Whether you're an entrepreneur, a small business owner, or a marketer in a large organization, this powerful resource and companion CD provide you with hands-on tools you need to identify, obtain, record, and analyze secondary, data-electronic and print-for developing or revising a marketing plan, launching a new product or service, or implementing long-term strategic planning. It also offers clear, in-depth instructions and customizable forms for conducting your own primary research.Includes complete instructions for writing a research plan, conducting depth interviews, and focus groupsFully explains the process of sampling, analyzing data, and reporting resultsFeatures tips on developing questionnaires for face-to-face, Internet, and postal surveysHelps you keep an eye on your competition and analyze their resultsWhen money is tight and everything is on the line, you need to make sure you've done your homework. You need Marketing Research Kit For Dummies.Note: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.
Marketing Research That Pays Off: Case Histories of Marketing Research Leading to Success in the Marketplace
by Larry Percy William WinstonFrom Oreos, Jell-O, raisins, and milk to amusement parks, retail centers, ATMs, and mutual funds, the case studies presented in Marketing Research That Pays Off offer you insight into how actual companies have used market research to successfully solve marketing problems. Editor Larry Percy has collected a series of cases from consumer, service, and industrial marketing executives that provides a problem/solution look at how to address major marketing issues with marketing research. The studies presented cover such topics as communications issues, new product introduction, brand equity, brand positioning, and sales analysis. Because they represent successful applications of marketing research to challenging questions, these cases offer a number of specific lessons. Throughout, Marketing Research That Pays Off shows you how to:use the right sample for reliable datareduce the time needed for traditionally multi-phased researchavoid the pitfalls of short-term effects in tracking datadeal with multinational researchuse attitude measures to help interpret sales datainvolve marketing management to ensure acceptance of resultsmake effective use of small budgetsThe format of each chapter allows the authors to pose a question or present a particular marketing problem and then take you step-by-step through the solution. Actual problems solved include how to improve upon a successful campaign, revitalize a failing retail center, avoid misunderstanding in conducting multinational research, use scanner data to help understand the package goods market, avoid being mislead by short-term effects in tracking data, learn what aspects of a package attract attention and what they communicate, and how to effectively reach both children and their parents with one message--all on a small budget. It is the unique problem/solution approach to marketing research that makes Marketing Research That Pays Off especially valuable to all marketing research professionals and beginner- to mid-level marketing managers. In addition, the book's easy-to-read presentation of case studies makes it approachable and useful as a companion text for classes in marketing and marketing research.
Marketing Research for Managers: Published In Association With The Chartered Institute Of Marketing (The\marketing Ser.)
by Matthew Housden Sunny CrouchThe purpose of Marketing Research for Managers is to enable managers to become more informed research users and buyers. The more managers know about how marketing research works, the more effective they can be in using it as a management tool. This new edition of the text includes:* The development of the "knowledge economy"* Analysis of customer relationship management* Comprehensive discussion of electronic techniques* New and updated case studies and examples
Marketing Research for Non-profit, Community and Creative Organizations
by Bonita Kolb'Marketing Research for Non-profit, Community and Creative Organizations' is a comprehensive guide to conducting research methods within the non-profit sector. Highly practical, the purpose of the book is two-fold. Firstly, it aims to educate the readers on how research can be utilized to help their organization reach its goals. Secondly, it shows how to conduct different methods of research, including focus groups, interviews, projective techniques, observations and surveys, and how to use the findings of these to improve products, target customers and develop effective promotions.Concise and well-structured, the text provides a step-by-step process to help the reader understand and apply the various research methodologies.'Marketing Research for Non-profit, Community and Creative Organizations' is designed for students and will also be invaluable for managers working within non-profit or creative environments.
Marketing Research for the Tourism, Hospitality and Events Industries
by Bonita KolbThis is a user-friendly textbook that covers qualitative, quantitative and social media methods, providing tourism, hospitality and events students and course leaders with an accessible guide for learning and teaching marketing research. The book contains essential information on how to conduct research on visitor trends, experiences, preferences and lifestyles, shedding light on customer preferences, product changes, promotional efforts and pricing differences to ensure the destination is successful. It offers guidance on how to write, conduct and analyze the results of surveys, or use qualitative methods such as focus groups, interviews, projective techniques and observation. It also illustrates how social media can be used as a new means to determine visitor preferences by analyzing online data and conversations. Other content includes suggestions and examples on turning research data into actionable recommendations as well as advice on writing and presenting the final report. Integrated with a wide range of case studies per chapter, this short and accessible textbook is essential reading for all students wishing to gain knowledge as to what visitors want from the travel, hospitality and/or event experience.
Marketing Research for the Tourism, Hospitality and Events Industries
by Bonita KolbThis user-friendly textbook covers qualitative, quantitative and social media research methods to provide students and course leaders with an accessible guide for learning and teaching marketing research from start to finish.The second edition of this textbook has been updated to include: New content on digital research, social media research methods, emerging technologies such as AI in marketing research, sustainability in tourism, hospitality and events research, thematic analysis, real-time research and researching current visitor trends, experiences, preferences and lifestyles to ensure the destination or event is successful New international short case studies to showcase real-life applications where market research can be used to attract and retain visitors for tourism, hospitality and events This holistic, concise and accessible textbook is essential reading for all students to gain knowledge as to what visitors want from the travel, hospitality and/ or event experience and how to influence a destination’s success.
Marketing Research with IBM® SPSS Statistics: A Practical Guide
by Karine Charry Kristof Coussement Nathalie Demoulin Nico HeuvinckMarketing researchers, companies and business schools need to be able to use statistical procedures correctly and accurately interpret the outputs, yet generally these people are scared off by the statistics behind the different analyses procedures, thus they often rely on external sources to come up with profound answers to the proposed research questions. In an accessible and step by step approach, the authors show readers which procedures to use in which particular situation and how to practically execute them using IBM® SPSS Statistics. IBM® is one of the largest statistical software providers world-wide and their IBM® SPSS Statistics software offers a very user-friendly environment. The program uses a simple drag-and-drop menu interface, which is also suitable for non-experienced programmers. It is widely employed in companies and many business schools also use this software package. This straightforward, pragmatic reference manual will help: professional marketers who use statistical procedures in in IBM® SPSS Statistics; undergraduate and postgraduate students where marketing research and research methodology are taught; all researchers analyzing survey-based data in a wide range of frontier domains like psychology, finance, accountancy, negotiation, communication, sociology, criminology, management, information systems, etc. IBM®'s next-generation business analytic solutions help organizations of all sizes make sense of information in the context of their business. You can uncover insights more quickly and easily from all types of data-even big data-and on multiple platforms and devices. And, with self-service and built-in expertise and intelligence, you have the freedom and confidence to make smarter decisions that better address your business imperatives.
Marketing Research with SAS Enterprise Guide
by Kristof Coussement Nathalie DemoulinMany marketing researchers, companies and business schools need to use statistical procedures and accurately interpret the result, that's why the SAS® Enterprise Guide software, which uses a user-friendly drag-and-drop menu to extract statistical information, is so popular. Marketing Research with SAS Enterprise Guide includes 236 screen shots to provide a detailed explanation of the SAS® Enterprise Guide software. Based on a step-by-step approach and real managerial situations, it guides the reader to an understanding of the use of statistical methods. It demonstrates ways of extracting information, collating it to provide reliable knowledge, and how to use these insights to solve day-to-day business and research problems. SAS ® offers a stand-alone marketing research tool by means of the SAS® OnDemand Enterprise Guide solution for academics and business professionals. This straightforward, pragmatic reference manual will help: -