...Marketing Management 12e, Kotler and Kellner Summary: Chapter 5 (pages 139 - 171) Building Customer Value, Satisfaction and Loyalty Successful marketing companies invert the chart and see customers at the top and managers at every level must be personally involved in knowing, meeting and serving customers. Customer Perceived Value Customers are more educated and informed than ever and they have the tools to verify companies’ claims and seek out superior alternatives. They estimate which offer will deliver the most perceived value and act on it. Customer perceived value (CPV) is the difference between the prospective customer’s evaluation of all the benefits and all the costs of an offering and the perceived alternatives. Total customer value is the perceived monetary value of the bundle of economic, functional and psychological benefits customers expect from a given market offering. Total customer cost is the bundle of costs customers expect to incur in evaluating, obtaining, using and disposing of a given market offering, including monetary, time, energy and psychic costs. Applying value concepts = what the customer perceives as value and applying these. Choices and implications = (given in the context of the tractor example) ▪ The buyer may be under orders to buy at the lowest price ▪ The buyer will retire before the company realises that the product is more expensive to run ▪ The buyer enjoys a long-term friendship with one of the sales people Buyers...
Words: 2074 - Pages: 9
...| Week 1 TCO 1 Recognizing Marketing Opportunity: Initiating the Marketing Process | Chapter 1: Creating Customer Relationships and Value Through Marketing Chapter 2: Developing Successful Marketing and Organizational StrategiesAppendix A Building an Effective Marketing PlanChapter 3: Scanning the Marketing Environment Chapter 4: Ethical and Social Responsibility in Marketing | Course Project—Topic Proposal Graded Discussion Topics | Week 2 TCOs 2, 5, 6, 7 Understanding Buyers and Markets | Chapter 5: Understanding Consumer Behavior Chapter 6: Understanding Organizations as Customers Chapter 7: Understanding and Reaching Global Consumers and Markets | Graded Discussion Topics Quiz | Week 3 TCOs 1, 5, 6 Target Marketing Opportunities | Chapter 8: Marketing Research: From Customer Insights to Actions Chapter 9: Market Segmentation, Targeting, and Positioning | Graded Discussion Topics | Week 4 TCOs 1, 3, 4, 6 Satisfying Marketing Opportunities: Products and Services | Chapter 10: Developing New Products and Services Chapter 11: Managing Successful Products, Services, and Brands Chapter 12: Services Marketing | Course Project—Draft Marketing Plan Graded Discussion Topics Quiz | Week 5 TCOs 2, 3, 5, 6, 7 Satisfying Marketing Opportunities: Pricing | Chapter 13: Building the Price Foundation Chapter 14: Arriving at the Final PriceAppendix B Financial Aspects of Marketing | Course Project—Price Strategy/Breakeven...
Words: 312 - Pages: 2
...COURSE DESCRIPTION Introduces basic marketing principles and concepts. Emphasis is placed on the development of marketing strategy and the major components of the marketing mix (product, price, promotion, and distribution). Reviews the critical environmental factors of markets, domestic and international, and customer behavior characteristics that affect marketing operations. Highlights the integration of marketing with other functions in a business organization. INSTRUCTIONAL MATERIALS Required Resources Pride, W. M., & Ferrel, O. C. (2013). Foundations of marketing (5th ed.). Mason, OH: South-Western Cengage Learning. Supplemental Resources A comprehensive list of supplemental resources is located at the end of the course guide. COURSE LEARNING OUTCOMES 1. Identify the key concepts of marketing and its function in society. 2. Explain the fundamentals of marketing, including product, price, distribution, and promotion in a global environment. 3. Determine the marketing planning process, market segmentation, and the development of the key elements of a marketing strategy. 4. Identify ethical issues involved in marketing. 5. Understand customer relationship management. 6. Determine the elements of marketing research. 7. Determine the factors affecting the behavior of consumers and commercial / organizational buyers. 8. Understand the key elements of business marketing, including product, price, distribution, and promotion. 9...
Words: 1112 - Pages: 5
...4190 International Marketing IBN302.H1N 5 IB3416 M 5:00P-7:30P Todino, H This course examines the fundamentals of marketing within a global context students learn the impact of economic, cultural, political, legal and other environmental influences on international marketing. They analyze international marketing cases, considering product, pricing, placement, and promotion. Students learn from lectures, discussions, international case studies, and group projects. Course Goals: The goal of this course is to equip the student with the knowledge, skills, and methodologies used in marketing in a global society. NSCC Essential Learning Outcomes Met by Course: Knowledge Facts, theories, perspectives, and methodologies within and across disciplines: Students discuss the principles and methods of marketing within a global context. Intellectual & Practical Skills, including Critical thinking and problem solving: Students analyze how certain types of marketing may apply to one product/situation/culture/country and not another. Integrative & Applied Learning Synthesis and application of knowledge, skills and responsibilities to new settings and problems: Students create international marketing plans for a product and region of the world. Course Outcomes/Learning Objectives: Upon successful completion of this course, students will be able to: 1. Define marketing and the diverse factors influencing marketing activities within a global context. 2. Describe how competitive...
Words: 757 - Pages: 4
...MARKETING MANAGEMENT Contributors: Prof. Dr. Ashok Kurtkoti Prof. Avinash Deshpande Prof. Dr. Rajendra Bartakke Prof. Dr. N.J. Chavan Prof. Pradeep Sadarpatil Prof. Sandip Kodgire Prof. Swapnil Patil Prof. Gaurav Petkar Prof. Shripad Joshi Prof. Sheetal Kunjir 1 Marketing Management Session Plan (31st batch PGDM) MARKETING MANAGEMENT : Session Plan Session 1 Topic Introduction: Developing rapport between faculty and students, syllabus overview, about lectures and cases, etc. Defining marketing for the 21st century The Scope of Marketing Core Marketing Concept Company Orientation Toward The Marketplace Marketing Management tasks Scanning the marketing environment , Forecast demand and conducting marketing research Components of a modern Marketing Information System Internal records Marketing intelligence Identifying the major forces The demographic environment The economic environment The socio-cultural environment The natural environment The technological environment The political –legal environment Scanning the marketing environment , Forecast demand, and conduction marketing research The Marketing Research System The Marketing Research Process Chapter No. 2/3 Chapter 1 4 11 18 24 Chapter 3 4 60 61 62 65 66 68 70 71 73 74 Chapter 3 5 82 84 2 6 Creating Customer Value and Customer Relationship Building Customer Value, Satisfaction and Loyalty Customer Perceived Value Total Customer Satisfaction Customer Relationship Management...
Words: 737 - Pages: 3
...Art Institute of Las Vegas Course Syllabus Winter 07 RS121 Fundamentals of Marketing Every Week • Concepts Check for new chapter - BOC • Concepts Challenge for old chapter – after Break • Case at end of old chapter due BOC • EOC project due end of class Week 1 • Introduce Expectations • PowerPoint for Chapter 1 - Marketing: Managing Profitable Customer Relationships – in shared directory Zeus • Discussion Questions Customer Satisfaction o When have you, personally, been extremely satisfied or dissatisfied with a product? Why? o One half to three quarters page due EOC (End of class this week) • Concept Check – master in class at 100% • Company Case – Office Depot: Thank you for calling…. o Due BOC (Beginning of class next week) • Concept Challenge Chap 1 will be quiz next week after break • Concept Check Chap 2 will be BOC Week 2 – Martin Luther King Week 3 • Concept Challenge Chap 1 will be quiz after break • Concept Check Chap 2 will be BOC • Fellini’s La Note De Cabiria o Original Trailer – for Italian Audiences o Re-release Trailer – Repositioned as a masterpiece • PowerPoint for Chapter 2 - Company and Marketing Strategy: Partnering to Build Customer Relationships • EOC – Wizard of Oz as horror movie • BOC next week – Reposition ET as Horror Movie o Six Frames PowerPoint o Self Running ...
Words: 1157 - Pages: 5
...Management (New Scheme) SEMESTER SCHEME OF EXAMINATION UNDER SEMESTER : BBM COURSE SEM NO. PAPER NO. 1.1 TITLE OF THE PAPER LECTURE HOURS 04 MARKS UE 90 RM 10 TOTAL MARKS 100 I 1.2 1.3 1.4 1.5 1.6 2.1 II 2.2 2.3 2.4 2.5 2.6 3.1 3.2 3.3 3.4 3.5 3.6 3.7 4.1 4.2 4.3 4.4 4.5 4.6 4.7 5.1 5.2 5.3 5.4 5.5 5.6 III IV V LANGUAGE: KANNADA/SANSKRIT/URDU/TAMIL/ TELUGU/ADDITIONAL ENGLISH/ MARATHI/HINDI ENGLISH BUSINESS ECONOMICS FUNDAMENTALS OF ACCOUNTING BUSINESS MANAGEMENT BUSINESS MATHEMATICS TOTAL LANGUAGE: KANNADA/SANSKRIT/URDU/TAMIL/ TELUGU/ADDITIONAL ENGLISH/ MARATHI/HINDI ENGLISH BUSINESS STATISTICS FINANCIAL ACCOUNTING ORGANISATIONAL BEHAVIOUR BUSINESS ENVIRONMENT TOTAL BUSINESS COMMUNICATION HUMAN RESOURCE MANAGEMENT MARKETING MANAGEMENT CORPORATE ACCOUNTING SERVICES MANAGEMENT INTERNATIONAL BUSINESS INDIAN CONSTITUTION TOTAL BUSINESS RESEARCH METHODS BUSINESS LAW COST ACCOUNTING FINANCIAL MANAGEMENT PRODUCTION & OPERATIONS MANAGEMENT LAW AND PRACTICE OF BANKING COMPUTER FUNDAMENTALS TOTAL INCOME TAX STRATEGIC MANAGEMENT MANAGEMENT ACCOUNTING COMPUTER APPLICATION IN BUSINESS PROJECT MANAGEMENT ENTREPRENEURIAL DEVELOPMENT TOTAL 04 04 04 04 04 24 04 90 90 90 90 90 540 90 10 10 10 10 10 60 10 100 100 100 100 100 600 100 04 04 04 04 04 24 04 04 04 04 04 04 04 28 04 04 04 04 04 04 04 28 04 04 04 04 04 04 24 90 90 90 90 90 540 90 90 90 90 90 90 90 630 90 90 90 90 90 90 90 630 90 90 90 90 90 90 540 10 10 10 10 10 60 10 10 10 10 10 10 10 70 10 10...
Words: 19726 - Pages: 79
...PRINCIPLES OF MARKETING BA003IU 1. COURSE STAFF Lecturer: Nguyen Thi Hong An, MBA Room: A205 E-mail: nthan@hcmiu.edu.vn Consultation Hours: Anytime with an appointment All students are advised to make appointment in advance. 2. COURSE INFORMATION 2.1 Teaching times and Locations Lecture: Venue: 2.2 Units of Credit This course is worth 3 credits. 8am-11am Saturday L102 3. COURSE DESCRIPTION: Principles of Marketing is a course designed to introduce fundamental marketing concepts, theories and analytical tools to managers working in today's highly competitive and complex business environment. At the end of the semester, students should be able to identify and explain the important concepts in marketing. Moreover, students will also be prepared to study more advanced issues in marketing in the following semesters. The course covers a diverse range of marketing topics including marketing strategy and planning, the marketing environment and how to monitor it, consumer and organisational behaviour, marketing research, market segmentation and development of target markets, new product development, pricing, distribution, promotion and international marketing. 4. COURSE OBJECTIVES: On successful completion of this course, the student will be able to: • • Recognize the roles of marketing in business activities Understand basic marketing concepts such as customer behavior, segmentation, marketing research, marketing mix, etc and the principles used in developing marketing programs in...
Words: 1985 - Pages: 8
... | PRINCIPLES OF MARKETING BA003IU 1. COURSE STAFF Lecturer: Nguyen Thi Huong Giang Room: A207 E-mail: giangnth@hcmiu.edu.vn (preferred contact method) Consultation Hours: Anytime with appointment, from Monday to Thursday All students are advised to make appointment in advance. 2. COURSE INFORMATION 2.1 Teaching times and Locations Lecture: 8am-11am Monday Venue: L102 2.2 Units of Credit This course is worth 3 credits. 3. COURSE DESCRIPTION: National markets are now in a period characterised by ‘exchange relationships’ where the principal focus is on sets of integrated activities geared to serve the interests of the customer first. The role of the marketer, therefore, is to facilitate exchange transactions in an increasingly challenging environment. This justifies the development of an understanding of the micro and macro dimensions of the wider environment as the participant works through the learning activities of this course. Marketers are expected to be receptive to shifts in customer preferences, attitudes, and loyalties to a brand or a product. There is equally a genuine interest in the capacity of markets (consumers) to engage or respond to demand for innovation in product or service characteristics. At the same time developing a coherent marketing plan depends upon a range of skills, insights, and methodologies, but the focus of your...
Words: 1644 - Pages: 7
...[pic] MKT 4100 Strategic Marketing Management Module Handbook Academic Year 2012/2013 Dubai Coordinator: Dr. Doug Young School of Business |Student Name: | | | OR |Student Number: | | | |Seminar Class Details: | |Name of Seminar Tutor: | |Day: | |Time: | |Room: | Lectures: Tuesday from 6:30 - 9:30 PM in KV Block 17, Room 009 ...
Words: 5537 - Pages: 23
...DEPARTMENT OF MARKETING COURSE OUTLINE SUMMER 2012 Course: MKTG 300, Principles of Marketing (10122) Meeting Time: Tuesday and Thursday 1:00pm - 4:45pm Meeting Room: Room 235, CBA Instructor: Dr. Praveen Soni Office: Room 355, CBA Phone: 985-4763 Office Hours: After Class e-mail: praveen.soni@csulb.edu (No junk mail, please) Course Objectives To provide business and non-business students with the basic knowledge of marketing, regardless of their area of specialization. To relate marketing concepts to real life business situations using numerous cases and various Internet activities. To develop students’ ability to understand marketing challenges, issues, and alternatives, and the ability to make recommendations. To inculcate an appreciation for the marketing activities typically performed by marketing professionals. Required Text Lamb, Charles W., Joseph F. Hair and Carl McDaniel (2013), Marketing, Twelfth Edition, South-Western Cengage Learning, Mason, Ohio. Course Grade Determination The course grade will be determined by weighting the components as shown below. Relative grading will be used to assign letter grades after all scores have been compiled. Test 1, 2, and 3 – 20% each Group Presentation – 15% Multicultural Retailing Field Project – 15% Individual Participation – 10% Tests 2 and 3 are non-comprehensive. Each student is responsible for bringing a SCANTRON 882 and a No. 2 pencil for the tests. To enhance...
Words: 786 - Pages: 4
...Global Marketing, 8e (Keegan/Green) Chapter 1 Introduction to Global Marketing 1) The market development strategy involves seeking new customers by introducing existing products or services to a new market segment. Answer: TRUE Difficulty: Easy Chapter LO: 1 AACSB: Reflective thinking Course LO: Discuss the fundamental concepts of marketing 2) Starbucks is building on its loyalty card and rewards program in the United States with a smartphone app that enables customers to pay for purchases electronically. This is an example of Market Penetration. Answer: TRUE Difficulty: Moderate Chapter LO: 1 AACSB: Reflective thinking Course LO: Discuss the fundamental concepts of marketing 3) The perceived value equation can be represented as Value = Price/Benefits. Answer: FALSE Difficulty: Easy Chapter LO: 2 AACSB: Analytical thinking Course LO: Discuss the fundamental concepts of marketing 4) Companies can increase prices if costs are low because of process efficiencies in manufacturing. Answer: FALSE Difficulty: Easy Chapter LO: 2 AACSB: Reflective thinking Course LO: Identify and describe the processes and tools of strategic marketing 5) If Nestlé decides not to market biscuits (cookies) in the United States due to competitive reasons, it is considered as a lack of strategic focus and missed opportunity. Answer: FALSE Difficulty: Moderate Chapter LO: 2 AACSB: Reflective thinking Course LO: Identify and describe the processes...
Words: 6857 - Pages: 28
...Marketing Research MKTG 3401 – Fall 2012 Section 01 W/F 11:45 am – 1:25 pm 330 Dodge Professor: Felicia Lassk Office: Hayden Hall 202 Office hours: W, 1:30 – 2:30 p.m. or by appointment Phone: (617) 373-5307 Email: f.lassk@neu.edu Blackboard: blackboard.neu.edu “MKTG 3401 Lassk Fall 2012” Text: Marketing Research, Malhotra, 6th Edition, 2010 – NU custom text. Prerequisites: MKTG 2201, MGSC 1201 and 64 SH toward the degree Course Description: This course focuses on the marketing research process and the analysis of data using SPSS statistical software. It gives students the opportunity to develop an understanding of consumer attitudes and behavior processes as the basis of the design of marketing problems. The course covers topics such as problem definition, research design, sampling, attitude measurement, questionnaire design, data collection, and data analysis. Statistical Package: SPSS is available as a 6-month rental for $35 plus $4.99 download fee. Details on how to access the rental are provided in the Tech Marketplace of MyNEU Portal under “Free and Discounted Software – More Software tab.” SPSS is also available for free through MyApps using MyFiles to house your data files. Please note, to access SPSS with MyApps on campus, you must be connected to “NU-Secure” wi fi. Details to access MyApps and“NU-Secure” wi fi is provided in the MyNEU portal. You must be able to access SPSS through either of these options by 9/19. ...
Words: 2481 - Pages: 10
...Week 1 TCOs A, B, C Marketing, Strategies, and Research Chapter 1: Defining Marketing for the 21st Century Chapter 2: Developing Marketing Strategies and Plans Chapter 4: Conducting Marketing Research and Forecasting Demand, pp. 88-105 A. Given information gathered through applied business research, develop a Marketing Plan for a product or service of your choice consistent with its position in the market. Understand how this Marketing Plan would fit into a complete Business Plan for the product or service. Key Concepts: Define marketing and how it evolved and why marketing is important to our society. Marketing is the process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services to create exchanges that satisfy individual and organizational goals. How it evolved has 5 phases on page 2 of notes. 1. Production concept of marketing, 2. Product concept, 3. Promotion selling concept, 4. Marketing concept, 5. Holistic marketing. A social definition shows the role marketing plays in society; for example, one marketer has said that marketing’s role is to “deliver a higher standard of living.” Here is a social definition that serves our purpose: Marketing is a societal process by which individuals and groups obtain what they need and want through creating, offering, and freely exchanging products and services of value with others. Explain the Marketing Concept as one of several company orientations towards the marketplace...
Words: 2360 - Pages: 10
...business functions (management, production, marketing, finance and accounting, human resource management, and various support functions). Offers an overview of business organizations and the business environment, strategic planning, international business, and quality assurance. INSTRUCTIONAL MATERIALS Required Resources Kelly, M., McGowen, J., & Williams, C. (2014). BUSN (6th ed.). Mason, OH: South-Western Cengage Learning. (Note: This is a textbook uniquely created for Strayer and can only be purchased via Strayer’s Virtual Bookstore, available through iCampus. The chapters within this custom textbook are the same as those from the national title, only rearranged in a different order.) Supplemental Resources Asare, S. K., & Wright, A. M. (2012). Investors’, auditors’, and lenders’ understanding of the message conveyed by the standard audit report on financial statements. Accounting Horizon, 26(2), 193-217. Aytaç, G., & Turan, O. Z. (2012). Issues of business ethics in domestic and international businesses: A critical study. International Journal of Business Administration, 3(5), 82-88. Bulu, I., Radojicic, M., & Nesic, Z. (2012). Some considerations on modern aspects of marketing promotion. Technics Technologies Education Management, 7(4), 1741-1750. Franks, R. A., & Spalding, A. D. (2013). Business ethics as an accreditation requirement: A knowledge mapping approach. Business Education & Accreditation, 5(1), 17-30. Pathak, A. (2012). Understanding...
Words: 913 - Pages: 4
