Professional Documents
Culture Documents
MBA/PGDM Graduates
Opportunity for Regional Manager/V-P Sales and Marketing
International moves
from here onwards
Territory Sales Manager/Senior Manager - Sales/
Branch Manager
• Training during the first 12 months of service will focus on two critical areas :
budgeting
portfolio
• field visits and joint-calling with seniors to observe and learn on the job,
Induction training
2. Training familiarizes the Management Trainee/Sales Trainee with the
marketplace
• Product offerings
market development)
• Training during the first 24 -36 months of service will focus on two critical
areas : advanced job skills and sales management skills
2. HR Skills
• Sales Management Skills: 1. Sales data interpretation and analysis
• Advanced Job Skills: sales territory management and HR skills
• Merchandising Procedures
• Training during the next 48-60 months of service will focus on two
• deepening the existing customer base, reaching out to satisfied and loyal
customers
• Marketer are involved in marketing ten types of entities: goods, services, events,
1. Goods: physical goods constitute the bulk of production and marketing efforts.
2. Services: the Indian business sector consists of a 60–40 services to goods mix.
3. Events: marketers promote time-based events such as trade shows, artistic performances,
4. Experiences: a firm can create and market experiences such as amusement parks,
6. Places: cities, states, regions, and whole nations compete actively to attract tourists:
8. Organizations: actively work to build a strong, favorable, and unique image in the
reports, courseware; schools, universities, and others produce information and then
market it.
10. Ideas: products and services are platforms for delivering some idea or benefit
• Marketer?
• Market?
• Consumer Markets
• Business Markets
• Governmental Markets
• the most valued product brands in the world market to both retail consumers and
business markets
• General Motors, IBM, Hewlett Packard, GE, Caterpillar, Cisco, Intel, Tata, SAIL,
Toyota Motors, DuPont, Maruti Suzuki, Hyundai Motors, FedEx etc: spend USD 60
• business products classification: (i) Input Goods (ii) Equipment Goods (iii) Supply Goods
buying behaviour
effort; frequent purchase – food and beverage, personal care products, home care
automobiles
• speciality products: possess one or more unique product feature; buyers plan the
purchase and do not accept a substitute – Mont Blanc pen, Ray Ban sunglasses,
• Encyclopaedia Britannia set of 32 volumes, high security safety systems for homes,
• TYPE 1 : INPUT GOODS (raw materials, semi-manufactured parts – spare parts, compressors,
motors, pumps, nuts, bolts, castings, forgings, and couplings, basic chemicals, plastics, iron and
steel, rubber and finished goods – computers, servers, tyres, tubes, rubber mats, steering wheels,
etc.)
• TYPE II – EQUIPMENT GOODS (support the production process – Installations and Accessory
Equipment: CNC machines, machine tools, production line, boilers, separators, conveyor belts,
• TYPE III – SUPPLY GOODS (maintenance, repair, operating materials – machine oils, lubricants,
paints)
• Why do business markets exist?
• business organizations do not only sell products and services to retail customers…
• each buys vast quantities from manufacturing organizations (B2B): raw materials,
• …for raw materials, components, parts, installations, office supplies, equipment, and
business services
• General Motors, IBM, Hewlett Packard, GE, Caterpillar, Cisco, Intel, Tata, SAIL,
Toyota Motors, DuPont, Maruti Suzuki, Hyundai Motors, FedEx etc: spend USD 60
• B2B marketing is defined as the process of marketing products and services that are
institutional
• industrial marketing: products and services bought and sold among commercial
• P1 : production specifications
• P4: promotion
• P5 : internal process
• P6: people
• P1: application specific product specifications; quality standards;
production quantity per run (micron measures, viscosity, parts per million
dilution)
• India's largest private sector enterprise in the electrical engineering industry sector
industrial solutions
in the world
• five of the largest business buyer segments for industrial products: Power Utilities,
India
• Poly-V Belt Drive for Dual Motors Application on Textile Ring Frame
• Finolex Cables Ltd
• India's largest and leading manufacturer of electrical and telecommunication cables with a turnover
• PVC insulated electrical wires and Flame Retardant Low Smoke electrical wires
• Power and Control Cables, High Voltage Power Cables (Upto 33 kV)
99.97% pure manufactured in house and is insulated with virgin grade PVC
• Market leader is polyvinylchloride (PVC) thermoplastic resin
• Suspension PVC
• FS-6701
• Rigid and Semi Rigid applications: pipes, conduits, hoses and tubes, wire and cable coating,
• Emulsion PVC
• FP-120
Compactors
Wheel Loaders
Paving Equipment
Hydraulic Excavators
Off-Highway
• GMMCO
• 1967
• supports over 7000 machines and 8500 engines across its territory
• GMMCO’s range of Caterpillar Machines and Engines being sold and serviced in India include:
• Back Hoe Loaders
• Hydraulic Excavators
• Front Shovels
• Motor Graders
• Dumpers
• Front-end Loaders
• Track-type Tractors
• Asphalt Pavers
• Soil Compactors
• Tandem Rollers
• A complete range of gensets and engines for marine, petroleum and industrial applications
• Escorts Group
• railway equipment
• auto components
FT 45
FT 45 DT
FT 50 EPI
• Escorts Construction Equipment
Hydraulic Mobile
Cranes
Forklifts
Compactors
• JCB India Limited
JCB India has the World’s largest Backhoe Loader manufacturing facility at
Ballabgarh in Haryana
Backhoe Compact
Loaders Excavators
Vibratory
Single Drum
Compactors Wheeled Loaders
• TYPE 1 : ENTERING GOODS/INPUT GOODS: classification, industrial application,
consumer durables
• LDPE granules, rotary shafts, brake linings, rubber composite, welding rods, ball
B2C B2B
Government
Consumer
Individuals
Market & Businesses Institutions
Customers Households
• Departments
• Global
• Large Corporations
• Universities
• SMEs • Hospitals
• Laboratories
Products PC’s
Printers PC’s
Consumer Electronics Servers
Simple Service Routers
Agreements
Business Product Classification
FACILITATING GOODS
1. Supplies
lubricants, paper, paint, spare parts
2. Business Services
(computer repair, annual maintenance services, mgmt consulting)
• Entering Goods: raw materials and parts used in manufacturing finished products
• Black & Decker: hand tools leader, spends $ 100 million a year on plastic parts
factories
Commercial Enterprises
Manufacturing Wholesalers
Construction
Transportation Retailers
Topic 2 B2B
(Organizational Characteristics)
Characteristics)
supplier/vendors
(1) vendor firms identify macro segments of buyers based on size and
usage
Sub segments (type of buyer) : Medical College Hospitals, Speciality, Super Speciality, Nursing
Homes, Clinics
Advantages: Salespersons can tailor presentations to decision makers ensuring orders; advertising
messages can be precisely targeted
MACROLEVEL SEGMENTATION/ORGANIZATIONAL
CHARACTERISTICS OF BUYERS BY VENDOR MANUFACTURERS
2. PURCHASING STRATEGIES OF
1. STRUCTURE OF BUSINESS DECISION
BUYERS
MAKING UNIT OF BUYER
Intra-firm customers: departments Satisficers: single regular supplier
generating orders (single vs multiple) Optimizers: selection based on quotations
bids
STUDENT PRESENTATION TOPICS
1. DELL
2. XEROX
3. BLACK & DECKER
4. DU PONT
5. FANUC
6. BHEL
7. BPL
8. L&T
9. HITACHI
10. KOMATSU
11. EXIDE
12. AMERICAN POWER CONVERSION (APC)
13. HINDUSTAN CONSTRUCTION COMPANY (HCC)
14. ABB
15. SULZER
16. CROMPTON GREAVES
ORGANIZATIONAL BUYING BEHAVIOUR
• companies do not only sell
3. New Task: a purchaser buys a product or service for the first time
(product, price limits, delivery terms, service terms, order quantities) –
office buildings, new security systems, new equipment and machinery
with no depreciation costs
• Decision making unit or buying centre
• marketing department
• international division
• buying centre personnel assume any one of the seven roles in the purchase
decision process
1. Initiators: start the process of purchase via purchase indent -
engineering department (design, R&D)
2. Users: use the product or service and define the product requirement
(production/manufacturing/factory)
Vice President, Purchasing plays the role of the initiator by analyzing the need for
purchasing disposable vs reusable surgical gowns.
1.Customer retention
companies in India
• closely integrated vendors supply (quality, volumes,
purchase cycle
• vertical coordination between vendor supplies and
operational margins
purchases
• http://www.cisco.com/cisco/web/support/index.html
IBM’s customer satisfaction strategy for collaborative B2B
relationships
3. Delivery reliability.
TOPIC 5
• commercial terms:
1.Pricing Strategies
manufacture in house
• let us first understand the new buy situation and then the pricing
strategy
• DMU at Ashok Leyland
1. Dash Board Instruments 2. Front / rear engine oil seals, water pump seal
3. Distributor, Diesel Injection Pump (Rotary FIP), fuel filter, timer 4.
Laminated safety glass for windshield & glasses for other cab surfaces 5.
Rubber mounted propeller shaft centre bearings (Hardy Spicer type) 6. Air
brake equipment (compressor, flick valve, spring brake chamber, slack
adjuster) 7.Water and oil pumps
• Key role of DMU: Vendor Development and Strategic Sourcing
• Task of DMU: identifies the vendors, rates the vendors based on feedback
received from quality, sends drawings / specifications, calls for quotes with
detailed break-up of operation-wise costs, and negotiates the price at which
the parts will be supplied
• Negotiated pricing commonly used in new buy situations
(2005) with Japanese steel mills and South Korea’s POSCO till
annually
• CT 2: Bidding
vendors
• straight rebuy: buyer is not searching for new vendors and goes ahead
with a purchase contracts with selected vendors on a routine re-order
basis as per previous terms
• e-tenders
• Bidding
• modified rebuy bids are open only to new vendors (tender: preferred
vendors)
• buyer uses this strategy to ensure that new terms with new vendors are
competitive
http://tenders.gov.in/innerpage.asp?choice=tc5&tid=del302700&work=1
TOPIC 6
BUYERS
• direct distribution strategy: bulk supplies of input goods/SIP
distributors
channel
• sales agent
• industrial distributor
• broker
• commission agent
• Manufacturers’ agents are a distribution channel
basis
consignment
1. Manufacturers’ agents sell only a portion of the vendor’s output and limit activities
to a geographical sales territory.
2.Sales agents on the other hand sell the entire output of the vendor to the buyer and
are contracted to sell and distribute across larger sales territories.
3.Sales agents carry large volume stocks and inventories of the vendor as the agent
covers the entire market.
4.Manufacturers’ agent do not carry inventories and contract for smaller volume of
distribution.
Three-tier system of indirect channel distribution:
industrial products
123
Hydraulic and Pneumatic Pumps
PAINTS (decorative & industrial)
124
ASIAN PAINTS: distribution strategy B2C
• Asian Paints (AP) is the market leader in the Indian paint industry
(1000 cr company, Choksi, Dani, and Vakil promoter families)
• 38 percent share in decorative paints and 33 percent overall
(industrial + decorative) = industrial product distributed via retail
channels
• manufactures coatings and ancillaries: decoratives, production
paints, and heavy duty coatings
125
ASIAN PAINTS: distribution strategy
126
Asian Paints success stories
• Company leapfrogged and overtook all its competitors with colours and
customising the paint mixture for customers at retail outlets
127
Asian Paints success story
132
Implementation process: the key to success
1. Idea generation
2. Screening
3. Specifying features
4. Product development
5. Beta testing
6. Launch
AUGMENTING:
CREATING CUSTOMER SATISFACTION
• BCG MATRIX
• GE MATRIX
PRODUCT LIFE-CYCLE: A NEW LOOK
EVALUATION
LAUNCH
BETA TESTING
PRODUCT DEVELOPMENT
SPECIFYING FEATURES
IDEA GENERATION
• idea generation
• customers and suppliers work together to create value through new products
and augmented services
• reduced development time for truck by 30 per cent by mining customer data
on use and acceptance of a truck
• Eicher trucks transport over 80 per cent of live poultry in India each day
• India consumers over 5 million chicken and over 30 million eggs daily
• EM learned that chicken mortality is directly proportionate to the time of the day of
transport
• truck drivers transport poultry at night as the temperature is cool but are forced to
stop often due to driving fatigue and poor cabin design
3. GATHER INFORMATION
– From Customers
– From Competitors
– About Market Forces
DETERMINING THE SALES STRATEGY
OPTION TO FIT YOUR CUSTOMER
• Secure
Expansion
complete
commitment
Exploration • Generate from both
reorders companies Dissolution
Awareness • Set correct • Upgrade • Manage
expectations • Full-line change
• Ensure proper sell
• Limited
initial use
relationships
• Follow up
• Failure to
• Make personal
monitor
visits
competitors
• Handle
or industry
complaints
• Complacency
• Achieve
customer
satisfaction
PARTNERSHIP COMMUNICATION:
FROM SINGLE LEVEL TO MULTI-LEVEL
Director of Account
Purchasing Manager
Product
Engineer
Specialist
TOPIC 9
Customer Retention
and Maximization
THE CUSTOMER RELATIONSHIP CONTINUUM
1. Superior performance
Loyalty questions
3 • Willingness to recommend
4 • Repurchase intentions