Notes on Marketing Management Notes Prepared By Name of Book Written By Muhammad Akhlaq Khan Marketing Management Philip Kotler

Prepared by Muhammad Akhlaq Khan

CHAPTER-1 Assessing Marketing’s Critical Roll in Organizational Performance
GLOBAL ECONOMY: Rapid changes can easily render yesterday’s winning businesses obsolete. After the end of cold war countries and companies are wrestling with increased global competition. A good news is that by global market we means a much larger market for goods and services and the bad news is that now these companies have to face a greater competition for a great number of competitors. Income Gap: A large part of world have grown poorer in the last few decades. Although the wages has risen but the purchasing power has declined especially for the less skilled work force. The gap between rich and poor nations is growing. Poor nations pressure the richer nations to open their markets but richer nations maintain tariffs and quotas to protect their local industry and employment. There are two solutions to this problem; 1 Counter Trade: {poorer nations should pay in goods for other goods and services. 2 Providing More for Less: The poorer nations should sell their goods for less than of the richer nations. Environmental Restrictions: Since 1970’s environmental lows are being implemented which requires to install pollution control equipment. All these laws raised cost of manufacturing for the companies of richer countries. Technical Points: Companies must avoid jumping in too soon (before the market is ready) or too late (after the market has been concurred. WHAT IS MARKETING? THE CORE CONCEPTS: Marketing has been defined in various ways. One scholar has defined it as: - “Creation and Delivery of standard of living.” The definition which serves out purpose is as follows: “A social and managerial process by which individuals and groups obtain what they need and want through creating, offering or exchanging products of value with others.” This definition have following important points: A social and managerial process. 2. Individuals and groups 3. Needs and Wants, 4. Creating, offering and exchanging, 5. Products 6. Having value Let us consider them one by one. 1&2 A Social and Managerial Process: Marketing is not an individuals own working but the actions of individuals or groups with other individuals or groups. 3 Needs, Wants and Demands: Needs: Needs of every many are specific and few. They are Food, air, clothing, shelter and survival. Beyond this people have a strong desire for recreation. Need is a state of deprivation of some basic satisfaction. They are not created by society they exist in the very texture of human biology. Wants: Wants are the desires for specific satisfiers of needs. Need is food but a desire to eat a chicken or burger are wants. Needs are few but wants are many which are continually shaped and reshaped by social forces and institutions like school, families, business, competitors. Demands: Wants for specific products that are backed by 1) ability to buy and 2) willingness to buy them. 4 Creating Offering and Exchanging: People can obtain products in 4 ways 1) Self Production. 2) By coercion, (3) By begging and 4) by exchanging. Marketing emerges when people decided to satisfy their needs and wants through exchange. What is Exchange: It is the act of obtaining a desired product from someone by offering something in return. It have 5 conditions 1) At least two parties. 2 Each one have something of value. 3 Each one have a capability of communication and delivery 4 Each one is free to accept or reject the exchange offer. 5 Each one believes in the appropriateness of the exchange. 5 Product (Goods, Services, and Ideas) A product is any thing that can be offered to satisfy a need or want. A product can consist of as many as three components: 1- Goods, 2- Ideas, and 3- Services. 6 1

Notes on Marketing Management

Prepared by Muhammad Akhlaq Khan

Value Cost and Satisfaction: A consumer chooses among many products to satisfy a need on the basis of value and cost of the article. Value: It is the consumer’s estimate about the overall capacity of the product to satisfy his need, and Cost includes the value he have to pay for the product and includes the opportunity cost (The cost of leaving the other products which he have not purchased.) 7 Markets: Market consists of all potential customers having a particular need or want (who are willing and able to engage in exchange) to satisfy that need or want. Thus market depends upon, 1) the no of persons who have need or want, 2) Have resources of other’s interest, and 3) willing and able to offer these resources in exchange for that they want. Traditionally a market is a place where buyer and sellers are gathered to exchange their goods. MARKETING MANAGEMENT Marketing management takes place when at least one part to a potential exchange thinks about the means of achieving desired responses from other parties. So, “Marketing Management is a process of planning and executing, (conception, pricing, promotion and distribution) ideas, goods and services to create exchange that satisfies individuals and organizational goals. Types of Demands: 1 Negative Demand When people are even ready to pay to avoid such product. i.e. major part of the market dislikes the product. 2 No Demand When customer are unaware of or uninterested in product. 3 Latent Demand A demand which cannot be satisfied by any existing product. 4 Declining Demand: When demand of product starts decline day-by-day. 5 Irregular Demand: Demand for such products which varies seasonally, daily or even on hourly basis and causing problems of idle or overworked capacity. 6 Full Demand: Organizations faces full demand when they produces up to their full capacity. The marketing function is to maintain the current level of demand by continuously improving its quality and by measuring customer’s satisfaction. 7 Overfull Demand When demand goes more than their capacity and want to handle. Marketing management work in such situation is to decrease demand temporarily or permanently. 8 Unwholesome Demand: An organized effort to discourage their utilization. Like unselling compains conducted against cigarettes, alcohol etc. The marketing task is to get people who like something to give it up using such tools as fear messages, price hikes, reduced availability. COMPANY ORIENTATIONS TOWARD THE MARKET PLACE THE SELLING CONCEPTS Companies while making marketing, make certain assumptions on the basis of ideas they have some of these ideas are as follows: 1 Production Concept: Consumers favor those products which are widely available at low cost. Production oriented managers concentrate on high production with wide distribution. 2 Product Concept: Consumer favor those products that offer most quality, performance on innovative features. Product oriented managers focuses on marketing the superior products and improving them over time. 3 Selling Concept/Sales Concept: If customer is left alone, will ordinarily not buy enough of the organization’s products. The organization must, therefore, undertake an aggressive selling and promotion effort. THE MARKETING CONCEPTS: The marketing concept is to achieve organizational goals by being more effective than competitors in integrating marketing activities to wards determining and satisfying the needs and wants of target markets. Pillars Of Marketing Target Market: Determine a part of total market to be served. 2) Customer Needs: Customers needs are of five types Stated needs: (The customer wants an expensive care) · Real need: (Customer wants a car having low operation cast and not effected by its initial price) Unstated need, (The customer expects good service from the dealer) Delighted Needs, (Customer buys the care and receives a complimentary US. road atlas) · Secret Need. (Wants to be seen by friends as a value-oriented savvy consumer) Coordinated or Integrated Marketing. When all the company’s departments work together to serve the customer’s interests, the result is integrated marketing. It takes place on two levels: Various marketing functions____sales force, advertising, product management, marketing research, and so on____must work together. All these marketing functions must be coordinated from customer’s point of view. · Social marketing must be well coordinated with other company departments. 2

Notes on Marketing Management

Prepared by Muhammad Akhlaq Khan

Profitability or organization. The ultimate purpose of the marketing is to help organizations to achieve their goals. In for profit organizations the key aim is not only profits but to achieve profit as a by-product of doing the job well. Points That forces organizations More towards the Marketing Concepts: 1 Sales Decline Look for the answer for decline in sales and movers to increase this sales by marketing. 2 Slow Growth: When sales growth rate is low and organization makes organized marketing movement to catch new markets. 3 Changing Buying Patterns: When customer wants changes rapidly. 4 Increased Competition... When companies are suddenly attacked by powerful marketing companies and forced to meet the change. 5 Increased Marketing expenditures: When expenditures of companies for advertising, sales promotion, marketing research, and customer, service getting out of hand. Management then decides it is time to undertake a marketing audit to improve its marketing. 5 Social Concept: In the social concept managers determine needs wants and interests of target markets and to deliver the desired satisfactions more effectively and efficiently than competitors in a way that preserves or enhances the consumer’s and the society’s well-being. THE RAPID ADOPTION OF MARKETING MANAGEMENT: Marketing management today is the subject of growing interest in all types of organizations, within and outside the business sector and in countries throughout the world.

CHAPTER-2 Building Customer Satisfaction Through Quality, Service, and Value
DEFINING CUSTOMER VALUE AND SATISFACTION: Customer Value: Customer Delivered Value is the difference between total customer value and total customer cost. Total Customer Value is the bundle of benefits customers expect from a given product or service. Total Customer Cost is the bundle of costs customers expect to incur in evaluating, obtaining and using the product or service. Customer Satisfaction: Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived/actual performance (or outcome) in relation to his or her expectations. Tools for Tracking and Measuring Customer Satisfaction: Complaints & Suggestion System: Make it easy for customer to deliver suggestions and complaints. By way of suggestion boxes, supplying comments cards to customers or hiring a public relationing officer. Customer Satisfaction Survey: Responsive companies uses a direct measure of customer satisfaction by conducting periodic surveys. They send questioner or make a telephone call asking about their satisfaction with the product. Ghost Shopping: Companies hire persons top pose potential buyers to report their findings on strong and weak points they experienced in buying the products of company and of the competitors. These hired persons are called ghost shopper can even pose certain problems to test whether the company’s sells personnel handle the situation well. Lost Customer Analysis: Companies should contact customers who have stopped buying or switched to other suppliers to learn the reason. DELIVERING CUSTOMER VALUE AND SATISFACTION: Keeping in view the importance of customer value and satisfaction, what does the company produce and deliver the customer? To answer this question, we need to discuss the concepts of a value chain and value-delivery systems. Value Chain: is a tool for identifying ways to create more customer value. It is a collection of activities that are performed to design, produce, market, deliver and support product. Value chain identifies nine strategically relevant activities that create value and cost in a specific business. These nine activities consist of five primary and four support activities. The primary activities represent the sequence of bringing materials into the business, converting them in to final products, shipping out them, marketing them and servicing them. The support activities include procurement, technology development, human resources management and firm infrastructure Value Delivery System/Network: To be successful the firm needs to look beyond its own operations, into the value chains of its suppliers, distributors, and customers. Many companies today partnered with specific suppliers and distributors to create a superior value-delivery network Attracting and Retaining Customers: 3

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Distinguish the causes of customer attrition and identify those that can be managed better. clients are served by the professional assigned to them. Clients are those customers who buy only from the company the relevant product categories. COMPUTING THE COST OF LOST CUSTOMERS: Today companies must pay closer attention to their customer defection rate and take steps to reduce it. First-Time Customers: The company hopes to convert many of its qualified prospects into first-time customers. Prospects: Out of suspects the persons having strong potential interest in the product and ability to pay for it are separated and are called prospects. There are 5 different levels of company investment in customer relationship building. A company can use three customer value-building approaches 1) Adding financial benefits. 4. They may continue to buy from competitors as well. Basic Marketing: The sales person simply sells the product. Adding structural Tiles: The company may supply customers with special equipment or computer linkages that help customers manage their orders. and so on. Adding Social Benefits: Here company personnel work on increasing their social bonds with customers by individualizing and personalizing their customer relationships. or by paying a fee. Developing the loyal customers increases the company’s revenue. or clubs of their customers to bond them closer to the company. How it would cost to reduce the defection rate. b) Many companies have created affinity groups. The main steps in customer development process are as follows: Suspects: The company locates every one who might buy the product or services. Customers may be nameless to the institution: clients cannot be nameless. During all above process some customers may become inactive or drop out due to moving other location. Relationship Marketing The process of attracting and keeping customers is called relationship marketing. inventory. (Use of sales rapes) Partnership Marketing: The company works continuously with customers to discover ways to effect customer servings or to help the customer to perform better. The cost of attracting a new customer is estimated to be 5 times the cost of keeping a current customer happy. It is often easier to re-attract ex-customers than to find new ones. Reactive Marketing: the sales person sells the product and encourages the customers call if they have any question. Estimate how much profit it loses when it loses customers. dissatisfaction or adopting other companies products etc. The Need for Customer Retention The cost of attracting a new customer is estimated to be five times the cost of keeping a current customer happy. Customers are served by anyone who happens to be available. Frequency Marketing Programs (FMPs) are designed to provide rewards to customers who buy frequently and/or in substantial amounts. Frequency Marketing is an acknowledgment of the fact t that 20% of a company’s customer might account for 80% of its business. Customers are served as part of the mass or as part of large segments. Clients The next step is to convert repeated customers in to clients. Accountable Marketing: The sales person phones the customer a short time after the sale to check whether the product is meeting the customer’s expectations and also ask him for any product or service suggestions and any specific disappointments. a company should not invest in customer relationship building so much as the cost may exceed the gains. payroll. 2. Advocates are those who praise the company products and encourage others to buy from it. Disqualified Prospects: Disqualified prospects are those to whom the company rejects because.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 1 2 3 4 5 6 7 8 1 2 3 4 5 1 2 3 In addition to improving supply many companies are intent on developing stronger bonds and loyalty with their ultimate customers. 4 . However. a) frequency marketing programs and b) club marketing programs. Club membership may be offered automatically upon purchase of a certain amount. Adding Financial Benefits: A company can offer two financial benefits. comments or complaints. there are four steps to this process: Company must define and measure its retention rate. Advocate: The next step is to convert clients into advocates. 3. The company have to spend for building greater customer loyalty. Pro-active Marketing: The sales person contacts the customer from time to time telling about improved products and products new uses. Repeated Customer: The first time customers which are satisfied with the product and buys it again becomes repeated customers. Partners: It is an ultimate challenge to turn advocates into partners where the customer and company work together actively. they have poor credit standing or being unprofitable. 2) adding social benefits 3) adding structural tiles. clients are served on an individual basis.

training.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan IMPLEMENTING TOTAL QUALITY MARKETING: Total Quality Marketing (TQM) is an organization-wide approach to continuously improving the quality of all the organization’s processes. · They must check that customers have received proper instructions. · They are making their specific contributions to total quality management and customer satisfaction. One implication of TQM is that marketing people must spend time and effort not only to improve external marketing but also to improve internal marketing. Marketers play several roles in helping their company in defining and delivering high quality goods and services to target customers. Quality is the totality of features and characteristics of a product or service having ability to satisfy stated or implied needs. products and services. and must constantly hold up the standard of giving the customer the best solution. · They must stay in touch with customers after the sale to ensure that they are satisfied and remain satisfied. · they must make sure that the customers’ orders are filled correctly and on time. They bear the responsibility for correctly identifying the customers’ needs and requirements. · They must communicate customer expectations correctly to product designers. The marketer must complain like the customer complains when the product or the service is not right. and technical assistance. 5 . Marketing must be the customer’s watchdog or guardian.

Successful company renew their mission in the light of following questions: a) When is our business. It may be any of the following types: a) Industry Scope: The scope of the industry in which the organization operates. which should be clear and specific. e) Distinctive Competencies: Mission should be based on what it does best. Stakeholders may be customers employees. d) Market Segment Scope: the type of customer the company will serve. III) assigning resources to each SBU. They divide them according to their major products or markets. CHARACTERISTICS OF SBU: 1 Separately identifiable. such companies divide them in to Strategic Business Units. 1 Stakeholders: The business must define its stakeholders and their needs. 3 Resources: To carry-out processes a company needs resources like labor power. The satisfaction of stakeholders lead to increase in profits and higher value of the organization. III Assigning Resources to SBUs 6 . 4 Organization: Organization consist of its structures. b) Product and Applications Scope: The range of products and application in which the company will participate. II) Establishing Strategic Business Units. each requiring its own strategy. 2 Have a distinct mission from others and the company. II Establishing Strategic Business Unit: Large companies normally manage quite different business at one time. machines energy etc. 2 Processes: A company can accomplish its goals only by managing and linking its processes. The business must strive to satisfy the expectations of each stakeholders group. 1) Stakeholders. material. iii) Define the major competitive scopes within which the company will operate. 2) processes. over time lose its relevance because of changed market conditions. 3) resources and 4) organization. In rapidly changing business environment organizational structures and policies can be changed (with difficulty) but its culture is hard to change. leased or rented. The aim may. d) What will our business be. 2 GOOD MISSION STATE MAJOR CHARACTERISTICS: The major characteristics of a good mission are as follows: i) Focus on limited number of goals. b) Who is our customer? c) Value of the customer.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-3 Winning Markets Through Market Oriented Strategic Planning A) THE NATURE OF HIGH PERFORMANCE BUSINESS: There are four proposed characteristics of a high-performance business. (SBUs). suppliers and distributors.e. IV) Planning new business. policies and achievements. and corporate cultures. which mission is possible. e) What should our business be? 1 ELEMENTS THAT SHAPE THE COMPANY’S BUSINESS. But its changing is a key to implementing a new strategy successfully. c) Competency Scope: The range of technical and other competencies which the company will master. I Defining Corporate Mission: Organizations exists to accomplish something. These resources can be owned. 3 Have its own competitors 4 Have its own executive group with profit responsibilities. c) The market environment: d) Resources Available determines. e) Vertical Scope: The number of channels and levels involved in process from raw material to making finished goods and then their distribution. ii) Stress the major policies and values that the company want to honor. f) Geographical Scope: The range of regions. I) Defining company mission. B) CARPORATE STRATEGIC PLANNING: All corporate headquarters must undertake planning activities: i. counties and groups in which a company will operate. The management should adopt the way which provide them best output at labor outlets. policies. Each company’s business is shaped by 5 elements: a) History: of aims. b) Current Preferences of management and owners.

Notes on Marketing Management

Prepared by Muhammad Akhlaq Khan

The purpose of identifying SBUs is to develop separate strategies and assign appropriate funding. Each SBU sends its plan to headquarters, who approves them and sends back for revision or implementation. The purpose of sending plans to the headquarters is to check, which of its SBU is performing well and to decide, which SBU to be build, hold, maintained, harvest and divest. IV Planning New Business: Often the projected sales are less than corporate management wants them to be. If their is a strategic-planning gap between future desired and projected sales, company management will have to develop new business to fill this gape. There are three ways to fill this gap. 1) Intensive Growth 2) Integrative Growth, 3) Diversification Growth, and 4) Downsizing Older Business. 1 INTENSIVE GROWTH: Management first reviews for improving its existing business performance. It may be done by adopting following three strategies: Market Penetration Strategy: Finding the ways to increase the current products market share in the current market. b) Direct Market Development Strategy: A strategy to look for new markets whose needs might be met by its current products. c) Product Development Strategy: In addition to above tow management should also consider new-product possibilities. 2 INTEGRATIVE GROWTH: Sales and profits can often be increased by backward, forward and horizontal integration. Backward Integration: Mixing or engaging the business supplying to you, e.g. raw materials. b) Forward Integration: Integrating with an organization to whom you provide goods, like retailers and wholesalers. c) Horizontal Integration: Acquiring one or more competitors. 3 DIVERSIFICATION GROWTH: When good opportunities are found outside the present business. There are three types of diversified growth. Concentric Diversification Strategy: Seek new products having technological synergy’s with existing product lines even through the new products themselves may appeal to a different group of customers. b) Horizontal Diversification: Search new product that could appeal to current customers through the new product or technology, unrelated to its current product line. c) Conglomerate Diversification: Find new business having no relationship to the companies old business. 4 DOWNSIZING OLDER BUSINESS: Management should not only develop new businesses but also carefully divest / close tired old business in order to release needed resources and reduce costs. C BUSINESS STRATEGIC PLANNING: Individual business units managers prepares their own strategic plans in the light of the organization goals and strategies. It consist of six steps: 1) Business mission, 2) External environmental analysis, 3) Internal Environment Analysis, 4) Goal formulation, 5) Strategy Formulation, 6) Program Formulations, 7) Implementation, and 8)Feedback. 1 Business Mission: Each SBU define its mission within the broad company missions. 2 External Environmental Analysis: A SBU manager has to monitor key external macro-environment and significant micro environment actors e.g. customs, competitors, suppliers etc.) that effect its ability to earn profit. It should identify the associated opportunities and threats. Opportunities: Marketing opportunity is an area of buyers in which a company can perform profitably. Opportunities can be listed and classified according to their attractiveness and success probability. Threats: An environmental threat is a challenge posed by an unfavorable trend or development that would lead in the absence of defensive marketing action to deteriorate the sales and profit. 3 Internal Environment Analysis: Keeping in view the external environmental opportunities and threats they should consider the internal strengths and weaknesses. 4 Goal Formulation: After evaluating the strengths and weaknesses of organization management proceeds to develop specific goals for the planning period. This stage of business strategic planning process is called goal formulation. Every few businesses follow only one objective, rather most businesses pursue a mix of objectives including profitability, sales, growth market shares. The business units sets these objectives and then manages by objectives. Business objectives must meat four criteria's: They must be arranged hierarchically. b) Should be stated quantitatively c) Goals should be realistic. d) Objectives must be consistent. 5 Strategy Formulation: 7

Notes on Marketing Management

Prepared by Muhammad Akhlaq Khan

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Goals indicate what a business unit wants to achieve. Strategy is a game plan for ____how to get their or how to get above goals. Three generic types of strategies are: Overall Cost Leader Ship: Business works hard to achieve the lowest cost of production and distribution so that it can set price lower than its competitors, and win a large market share. b) Differentiation: In it business concentrate on achieving superior performance in an important customer benefit area valued by a large part of the market. c) Focus: In it business focuses on one or more narrow markets rather than going after a large market. d) Alliances: Many firms make marketing alliances which fall in to 4 categories. Product / Service Alliance or Licensing. company licenses another to produce its product or two companies jointly market their complementary products or an new product. · Promotional Alliances One company agrees to carry a promotion for another company’s product or service. e.g. A ban may agree to display paintings from a local art gallery on its walls. · Logistics Alliances: One company offers logistical support services for another company’s product. For example Abbot Laboratories warehouses and delivers all 3Ms medical and surgical products across the USA. · Pricing Collaboration: One or more companies join in a special pricing collaboration. Program Formulation: After formulating strategies business works out detailed work programs. After formulating programs, marketing people must evaluate the program costs. These are the determination of ways as to, how the strategy will be implemented. Thus if a business decides to achieve technical leadership it must have to make program to develop its research and development department, etc. Implementation: Clear strategy and well-thought-out supporting programs are useless, if the firm fails to implement them carefully. Indeed strategy is one of the seven elements that the best managed companies exhibit. The seven elements are divided in to two groups. Hardware and Software. HARDWARES are Strategy, Structure, and System. SOFTWARES are style, staff, skills and shared value. Style means that employees share a common way of thinking and behaving. Staff: Means company have hired able people, trained them well and assigned them the right jobs. Skills: Means that employees have the skills needed to carry out the company’s strategy. Shared Values: Means employees share the same guiding values. Feed-Back & Control: At the end the firm need to track the results and monitor new developments in the internal and external environments. THE MARKETING PROCESS: To fully understand the marketing process, we must first look at how a company defines its business. The task of any business is to deliver value to the market at a profit. There are at least two views of the value-delivery process. First is the traditional view is that firms makes something and then sells it. In this view marketing takes place in the second half and it assumes that the company knows what to make and that the market will buy enough units to produce profits for the company. Second one is the new view of business process. It places marketing at the beginning of the business planning process. Instead of emphasizing marketing and selling, companies see them-selves as part of a value creation and delivery sequence. This sequence consist of three parts. Choosing the value, represents the “homework” that marketing must do before any product exists. The formula ____ segmentation, targeting, positioning (STP)_____ is the essence of strategic marketing. b) When the value has been chosen, business unit is ready to provide the value. The tangible product’s specifications and services must be detailed, and a target price must be established. Developing specific product features, prices, and distribution occurs at this stage and are part of tactical marketing. c) In the third phase the value is communicated. Here further tactical marketing occurs in utilizing the sales force, sales promotion, advertising, and other promotional tasks to inform the market about the product. The Japanese have further developed this view by promulgating the following concepts: Zero Customer feedback time: Customer feedback should be continuously collected, to learn, how to improve the product and its marketing. 2) Zero product-improvement time: Improvement ideas of customers and employees should be evaluated and the most valued and feasible ideas should be introduced as soon as possible. 3) Zero Purchasing Time: Company should receive required parts continuously through just-in-time arrangements with suppliers. 4) Zero Setup Time: The company should be able to manufacture any of its products as soon as they are ordered. 5) Zero defects: The product should be of high quality and free of flaws. The Marketing Process consist of 1)analyzing marketing opportunities, 2) developing marketing strategies, 3) planning marketing programs, and 4) managing the marketing effort. 8

Notes on Marketing Management

Prepared by Muhammad Akhlaq Khan

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Analyzing Marketing Opportunities: The first task of marketing managers is to analyze the long-run opportunities in this market for improving the unit’s performance. The purpose of market research is to gather significant information about the marketing environment. Developing Marketing Strategies: It consist of two parts 1) Differentiating, and 2) positioning strategy for the target market. After launching the products the product strategy will have to be modified at the different stages in the product life cycle, consisting of four phases, introduction, growth, maturity, and decline. Planning Marketing Programs: To transform market strategy into marketing programs marketing managers must make basic decisions on i) marketing expenditures, ii) marketing mix, and iii)marketing allocation. i) MARKETING EXPENDITURE: The management have to decide as to what level of marketing expenditure is necessary to achieve its marketing objectives. ii) MARKETING MIX: Marketing mix is the set of marketing tools that the firm uses to pursue its marketing objectives in the target market. There are literally dozens of marketing-mix tools. A four factor classification of these tools is very popular, called as four Ps: product, price, place and promotion. Marketing mix decision must be made for both distribution channels and final consumers. All the marketing-mix variables cannot be adjusted in the short run.

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Product Price Promotion Place Variety List Price Sales promotion Channels Quality Discounts Advertising Coverage Design Allowances Sales Force Assortments Brand Name Payment - Public relations Locations Packing period Direct Marketing Inventory Sizes Credit Transport Services terms Warranties Returns. Managing the Marketing Effort. The final step in marketing process is managing the marketing effort. The company must build a marketing organization that is capable of implementing the marketing plan. There are three types of marketing control: Annual Plan control: The task of company is achieving its sales, profits, and other goals. First management state well-defined goals for each month or quarter. · Second, management must measure its ongoing performance in the market place. · Third, management must determine the underlying causes of any serious performance gaps. · Fourth, management must choose corrective actions to close gaps between goals and performance. Profitability Control Measuring the actual profitability of products, customer groups, trade channels, and other sizes. Marketing profitability analysis measures the profitability of different marketing activities. Marketing efficiency studies try to determine how various marketing activities could be carried out more efficiently. c) Strategic Control: Evaluating whether the company’s marketing strategy is appropriate to market conditions. Because of rapid changes in the marketing environment, each company needs to re-assess periodically its marketing effectiveness through a control instrument known as the marketing audit.

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e) talking to suppliers f) talking to distributors. and h) talking to other managers & personnel within the company. prepare an abstract of relevant news and provide it to marketing manager. b) Using on line information services such as America on Line. valuable information could be lost or arrive too late. and sell this information to the parties having concern. and what is economically feasible. 3 Marketing Research and 4 Marketing Decision Support System. e. sales representatives_____ to discover their information needs. They should know that what type of information to be provided to which manager. 2 Marketing Intelligence Activities. Yet being very busy they may fail to pass on the significant information. c) trade publications d) talking to customers. While small companies may not have such departments and can conduct research in creative and affordable manner. retailers. faced to the company. The needed information is developed through sub-systems of Marketing Information System.g. sales managers. It includes procedure and time involved in receiving order. 1 Internal Record System: It includes reports on orders. Today companies need to do these steps quickly and accurately as the customer favor those firms who deliver goods on time. 10 . and distribute needed informations timely and accurately to marketing decision makers. 3 Marketing Research System: Marketing research system is a systematic way of designing. they are in excellent position to pick-up information missed by other means. I) SUPPLIERS OF MARKETING RESEARCH: There are a number of ways to do marketing research. such as given bellow: Engaging students or Professors to design and carry-out marketing research projects. If the marketing intelligence system is too casual. Sub-systems of MIS 1 Internal Company Records. payable and so on. collecting. analyzing and reporting data and findings which are relevant to a specific marketing situation. receivable. sort. c) PURCHASE INFORMATION FROM OUTSIDE: Company may purchase information from outside suppliers. 2 Marketing Intelligence System It is a set of procedures and sources used by managers to obtain their everyday information about pertinent development in the marketing environment. Large companies can adopt any of the following ways of marketing research. g) talking to other outsiders.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-4 Managing Marketing Information System and Measuring Market Demand A WHAT IS MARKETING INFORMATION SYSTEM: A marketing information system consist of people equipment and procedure to gather. inventory levels. c) Many small companies routinely visit their competitors to bring new ideas. research firms. It is done by: a) reading books. what manager’s really need. Large companies generally have their own marketing research departments. d) ESTABLISHING AN INTERNAL MARKETING INFORMATION CENTER to collect and circulate the marketing intelligence information. Many companies are now using electronic data interchange (EDI) software to improve the accuracy and efficiency of the order to payment cycle. Computer technology may be used to design fast and comprehensive sales reporting system Marketing Information System represents a cross between what a manager think they need. The staff scans major publications. analyze. By analyzing these information marketing managers can spot light important opportunities and problems. A well run company take following 4 steps to improve quantity and quality of marketing intelligence system: THROUGH TRAINING THE SALES FORCE: By training the sales force to spot and report new developments. In this regard marketing executives ____like product managers. evaluate. b) THROUGH DISTRIBUTORS: Company may motivate distributors. sales prices. I) ORDER-TO-PAYMENT CYCLE It is the heart of the internal record system. II) SALES REPORTING: Marketing manager need up-to-date reports of their current sales. These research firms gather and store data at a much lover cost than the company could do on its own basis. shipping goods back ordering of out-of-stock items and receiving payment against shipped items. It collect and files relevant information to assist manager in evaluating new information. b reading newspapers. and other intermediaries to pass along important intelligence.

It involves planning for gathering the needed information. It is the most expensive method requires more administrative planning and supervision than other method. and language. It is necessary for the organization to take care while collecting information and to edit it properly. It is the most expensive and prone to error stage of research process. It calls for three decisions i) Sampling Unit: Who is to be surveyed. The researcher should not overwhelm management with lots of numbers and fancy statistical techniques. i) Questionnaires: A most commonly used instrument for collecting primary data. cash registers. Questions may be close end or open end closed end questions specify all the possible answers that are easier to interpret and tabulate. but rather should present major findings that are pertinent to the major marketing decisions facing management. c) Specialty Line Marketing Research Firms: They provide specialized research services to others. ii) Focus Group Research: 6 to 8 people are invited to spend few hour with a skilled researcher and discuss product or issue. ii Mechanical Instruments: Used less frequently. controlling extraneous variables and checking whether observed responses differences are statistically significant. e) PRESENT THE FINDINGS: The last step of marketing research is presenting the findings to the relevant parties. ii) Telephone Interviewing a best method for gathering information quickly. Large sample give more reliable results. or iii)personal interviews. and measure its magnitude in the general population iv) Experimental Research It is the most significally valid research. satisfaction et. But in it response is very low and slow. Research instruments: Two main research instruments for collecting data are Questionnaires and Mechanical Instruments. But causes more difficulties and more expenses. 11 . Open end questions allow respondents to answer in their own words. The interviewer can ask more questions and can record additional observations about the respondent such as dress. d) ANALYZE THE INFORMATION: The next-to-last step is to extract pertinent findings from the collected data. b) Developing the Research Plans depends on the defined problem. Researchers tabulates the data and develops frequency distributions. · Research approaches Research data may be gathered in four ways i) Observational research: Data gathered by observing the relevant actors and settings. b) Custom Marketing Research Firms: These firms are hired to carry-out certain research projects. beliefs. iii) Sampling Procedure: How should the respondents be chosen? To obtain a representative sample a probability sample of the population should be drawn. A well defined problem is half solved. Sampling Plans: After deciding the research approach and instruments. ii) telephone. Contact methods: When the sampling plan has been determined the researcher must decide how the subject should be contacted. surveys are under taken to learn about peoples knowledge. It consist of a set of questions presented to respondents for their answers. and optical scanners has helped organizations in gathering informations before and after an advertising compain. The interviewer is able to clarify questions if the respondents do not under stand them. body. Generally a sample of 1% of population give the reliable results. It calls for selecting matched groups of subjects. They participate along with company in designing the way of study and thus report results which becomes the property of the company. the researcher must design a sampling plan. ii) Sample Size: How many people should be surveyed. c) COLLECT THE INFORMATION. iii) Personal Interviewing is the most versatile of the three methods. The use of modern instruments like Computers. the choices are i) mail. The research plan involves decision about: Data sources: i) Secondary Data: Already gathered data for some purpose and can also be used for this purpose and ii) Primary Data: Data gathered only for the specific purpose. i) Mail Questionnaire is the best way to reach people who would not give personal interviews or whose responses might be biased by the interviewers. iii) Survey Research: Survey research best suit for descriptive research.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan Syndicated-service Research Firms: These firms gather information about consumers and trade which they sell for fee. subjecting them to different treatments. Averages and measures of dispersion are computed for the major variables. Galvanometers measure the subject’s interest or emotions aroused by exposure to a specific ad or picture. II) THE MARKETING RESEARCH PROCESS: Marketing research process is consist of five steps given bellow: Define the problem and research objectives. The target population to be sampled.

the market potential. d) Target Market also called served market is the part of qualified available market the company decide to pursue. Company Demand: is the companies estimated share of the market demand at alternative levels of company marketing effort. Potential Market is the set of consumers who has shown a sufficient level of interest in a defined market offer. Sales Quota the sales goal set for a product line. 4 Marketing Decision Support System:(MDSS) MDSS is a coordinated collection of data. Market Potential The market forecast shows expected market demand not maximum market demand. production. 12 . Five different space levels 1 world 2 Country wide 3 Region 4 Territory 5 Customer and three time levels 1 Short run 2 Medium run 3 Long run. income and access to a particular market offer.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan III Characteristics Of A Good Marketing Research: A good marketing research should have seven characteristics. e) Penetrated Market the set of customers who have already bought the product of the company. of course. 2 Industry Sales 3 company sales. division or sales representative. d) Interdependence of Models and Data: e) Value and Cost of Information: f) Healthy Skepticism: g) Ethical Marketing. Market Forecast The market demand corresponding to the level of expenditure actually occurred is called the market forecast. b) Available Market the set of consumer who have interest. AN OVERVIEW OF FORECASTING AND DEMAND MEASUREMENT Companies undertake marketing research to identify market opportunities. Market demand for a product is the total volume that would be bought by a defined customer group in a given geographical at a specified time period in a defined marketing environment under a defined market program. Market demand can be measured for six different product levels. After completing research company evaluate each opportunity before choosing target market. prediction and testing. To assess market potential we have to visualize the market demand for a “very high” level of industry marketing expenditure. Keeping in view this definition a market may be sub-divided in to following ways. Managers need to define carefully what they mean by market demand. It is primarily a managerial device for defining and stimulating sales effort. Sales Budget: is a conservative estimate of the expected volume of sales and is used primarily for making current purchasing. b) Research Creativity: Marketing research should also develop innovative ways to solve a problem c) Multiple Methods: Good Market researchers prefer to use multiple sources to avoid over-reliance on anyone method. where further increase in marketing effort would have little effect in stimulating further demand. formulation of hypotheses. Definition of Market: A market is a set of all actual and potential buyers of a product. A Vocabulary for Demand Measurement. Companies sales Forecast expected level of company sales based on a chosen marketing plan and on assumed marketing environment. tools and techniques with supporting software and hardware by which an organization gathers and interprets relevant information from business and environment and turns it into a basis for marketing action. c) Qualified available Market: the set of consumers who have qualifications of available market and also qualification for the particular market offer. MEASURES OF MARKET DEMAND: As a part of their planning companies prepare many estimates of market size. 1 All sales. The two would be equal if the company achieved 100% of the market. Marketing is responsible to prove sales forecasts which are based on demand. Scientific Method: is careful observation. 4 Product line sales 5 Product Form sales 6 Product item sales. Companies Sales Potential It is the sales limit approached by company demand as company marketing effort increases relative to competitors. and cash-flow decisions. The absolute limit of company demand is.

Megatrends are large. savings. they are also a market for western-style commodities and luxury goods. Changing a mass Market in to Micro Markets: All the above changes causes a mass market to be changed / converted in to numerous micro markets. They are more predictable and durable than fads. The education level also effect the environment of the market. b) High school drop-outs c) High school degrees d) College degrees. It depends on current income. EDUCATIONAL GROUP: Population of any society falls into five educational groups a) Illiterate. The people are shifting from rural areas to cities and population of cities is increasing in multiples. It is a major determinant in the nations industrial structure. CURRENT INCOME: Nations vary greatly in their level and distribution of income. education. both demanding new types of goods. geography and so on. Depending on number of foreign residing and wealthy native rulers and landholders. 1) Demographic environment. Economic Environment: Economic environment denotes the available purchasing power of the economy. competitors all operate in macro environment of forces and trends that shape opportunities and threats. tools and supplies and material handling trucks. lifestyle. but poor in other respects. Each group has its own preferences and consumer characteristics. ANALYZING NEEDS AND TRENDS IN THE MACRO ENVIRONMENT: Successful companies recognize and respond (profitably) to un-met needs and trends in the macro environment. and once the come they influence us for some time. 13 A 1 2 3 4 5 6 B 1 . debt. and less on import of finished products. i. Each population group has certain specific wants and buying habits. 3) Natural environment 4) Technological environment 5) political/legal environment. social. d) Young adults age 25-40 e) Middle-aged adults age 40-65 f) Old adults above 65 ETHNIC MARKETS: Ethnic means national or tribal groups that has a common culture tradition. A trend is a direction or sequence of events that have some momentum and durability. They are non-controllable and must have to be monitored and responded. Within rapidly changing global picture the firms must monitor six major forces effecting the environment. 4 educational level 5 household patterns and 6 regional characteristics. and without social. REGIONAL / GEOGRAPHICAL CHARACTERISTICS: Geographical characteristics also effects the environment. Demographic Environment: Means the population forces which effect the environment. c) Industrializing Economies: Economies in which 10 to 20% of the country’s gross domestic products are manufactured. and 6) Social/Cultural environment. 2 ages distribution. Industrialization creates a new rich class and a small growing middle class. 2) economic environment. GROWTH RATE: is watched to make the future and present needs planning. There economies offer few opportunities for marketers b) Raw Material Exporting Economies: These economies are rich in one or more natural resources. economic and political significance. customers. They recognize that the marketing environment is constantly spinning new opportunities and threats and the understand the importance of continuously monitoring and adopting to the changing environment. and credit availability. Many opportunities are found by identifying trends. 3 ethnic mix. some of which can be satisfied only by imports. Much of their revenue comes from exporting these resources. Marketers keenly interested 1 growth rate of population in different cities.e. As manufacturing increases countries relies more on imports of raw materials & heavy machinery. e) Professional degrees. IDENTIFYING AND RESPONDING TO THE MAJOR MACRO-ENVIRONMENT FORCES: Companies. They ignore or resist change until it is too late. economic. Many companies fail to see change as opportunity. prices. short lived. There are four types of industrial structures Subsistence Economies: In it wast majority is engaged in simple agriculture and consume most of their products. A Fad is an unpredictable. HOUSE HOLD PATTERNS: The traditional house hold pattern quit differs from a modern house hold pattern now all the peoples of house either do job or go to school and use redeemed foods. between 7 to 10 years or longer. AGE MIX: can be divided in to six age groups a) Pre-school b) School-age children c) Teens. political and technical changes (that are slow to form). its suppliers. Such countries are good markets for extractive equipment.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-5 Scanning the Marketing Environment Successful companies take an outside-inside view of their business.

Government agencies are now investigating to ban potentially unsafe products. Technological Environment: Technology is dramatically changing lives of the people. though in long run their are many problems. People have different views and at the same time from different points of views. 2) the supplier. People’s Views About Themselves. because as they are deteriorating their prices are increasing. the finite renewable. economic stability etc. PRICES: Depends upon various things like inflationary rate. Safety and health regulations have been increased in the areas of food. silver. transistors hurt the vacuum-tube etc. Finite renewable resources. They try to save their interests and thus effect the environments. It includes following: LEGISLATION REGULATING BUSINESS: Business legislation has three main purposes: Protect companies from unfair competition Protect consumers from unfair business practice. As products become more complex the public needs to be assumed of their safety. Such as pollution and the action of “greens” against it. d) People’s Views About Nature. and Finite nonrenewable resources like oil. c) Varying Research and Development Budgets. Many of the today's common products were not available 30 years ago. e. values and norms. clothing. CREDIT AVAILABILITY INTEREST RATE STAGE OF ECONOMY IN THE BUSINESS LIFE CYCLE INFLATION Natural Environment: Natural environment also effects the environment trends. electrical appliances. Like dangerous mercury levels in the ocean. Laws. c) People’s Views About Society. DEBT: Debts depend upon the savings of the economy. EXTERNAL MICRO ENVIRONMENT: They are part of companies marketing system 1) the market. The time lag between new ideas and their successful implementation is decreasing rapidly. such as forests. d) Changing roles of Governments: . and construction. will pose serious problems as their time of depletion approaches. This environment is composed of. industrialization in the country. Social /Cultural Environment: Societies are shaped with their beliefs. Protect interests of society from un-bridled business behavior. d) Increased Regulations of Technological Change. coal. the marketers should watch the following trends in technology: Accelerating Pace of Technological Change. the quantity of DDT and other chemical pollution’s in the soil etc. GROWTH OF SPECIAL INTEREST GROUPS: Power of special groups have increased over the last few decades.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan d) 2 3 4 5 6 7 8 C D E F Industrial Economies: the major exporters of manufactured goods and investments funds. The major hopes are that companies around the world will accept more social responsibility and that less expensive devices will be invented to controlled and reduce pollution. automobiles. SAVINGS: The economy making more savings will prosper fastly because banks can give loan at lesser interest rate. platinum. Political / Legal Environment: Marketing decision are strongly affected by change in political and legal requirements. and the finite nonrenewable. b) Unlimited Opportunities for Inventions. b) Increased Energy Cost: Nonrenewable finite resources has created serious problems for the world economy. Government agencies and pressure groups that influence organizations as well as markets. b) People’s Views About Others. and food must be used wisely. e) People’s Views of the Universe. Shortage of raw material The earth’s raw materials consist of the infinite. Marketers need to be aware of threats and opportunities associated with four trends in the natural environment. They buy manufactured goods from each other and also export them to other types of economies in exchange for raw materials and semi-finished goods.g. Keeping in view the above situations it is necessary to increase the research and development budgets. Infinite resources.Governments vary in their concern and efforts to promote a clean environment. Scientists today are working on a startling range of new technologies that will revolutionize products and production process. Every new technology has a force creative force and distructs the previous inventions. such as air and water poses no immediate problem. c) Increased Level of Pollution: Some industrial activities inevitable damage the natural environment. Marketers should be aware of these regulations when proposing developing and launching new products. 3) market intermediaries 14 . zinc.

The Supplier: Organizations need cooperative relationship with supplier. They are needed to complete exchange between buyers and sellers. warehousing. c) Their buying behavior. b) Their purchasing power. Market Intermediaries: They are independent business organizations that directly aid in the flow of goods and services between a marketing organization and its markets.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 1 2 3 Market: Market have three factors People or organizations with wants.e. and 2)Various facilitating organizations which provide services i. transportation. 15 . financing etc. There are two types of market intermediaries 1) The firms middle-man (the whole seller and retailer appointed by the organization).

By personality. autonomy. a consumer’s behavior is influenced by such social factors as reference groups. But with the growth of companies direct contact with the consumer has become impossible. with friends. with whom the person interact fairly and continuously. e. debts. It do not reflect income alone but also other indicators like occupation. and roles and status's. It is a useful variable in analyzing a persons behavior. It include culture.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-6 Analyzing Consumer Markets and Buyer Behavior The aim of marketing is to satisfy the target customers needs and wants. savings and assets. sociability. b) Occupation: Occupation also effect the consumption pattern. perceptions. Biogenic: The need which arise from physiological states of tension such as hunger. preferences. interests. Groups having a direct influence on a person are called membership groups. nationalities. speech. in the company where he works. sub-culture and social class. area of residence. a worker will purchase necessities with low price. 16 1 2 3 4 .e. performance. Every economy have its own values.g. Which include their spend able income. 1 Cultural Factors 2 Social Factors 3 Personal Factors 4) psychological Factors. social class. Cultural Factors: Culture influences the consumer behavior most effectively than any others. c) Economic Circumstances: Product choice is also greatly effected by one’s economic circumstances. Personal Factors: Following are the personal factors which effect the consumer behavior: Age and stage in life cycle: People buy different goods and services over their lifetime. neighbors and co-workers etc. Reference groups: A persons reference groups consist of all the groups that have a direct (face-to-face) or indirect influence on the person’s attitudes or behavior. patterns. and geographical regions. and behaviors. in family. and trade-union groups which require less interaction. education. Membership groups may be subdivided in to primary and secondary. Primary groups include family. and occupation may lead quite different lifestyles. Psychological Factors: Psychological factors are four: 1 Motivation. Social Factors: In addition to cultural factors. It includes broad culture/atmosphere of country. spouse and children c) Roles and Status's: Role is the activities that a person is expected to perform due to his status e. friends. b) SUB-CULTURE: Each culture consists of small sub-cultures providing more specific identification. and socialization for its members. Personality is usually described in terms of such traits as self-confidence. family. Model of consumer Behavior In the beginning marketers could understand consumers through the daily experience of selling them. while the president of company will buy expensive things. parents and other i. we mean a person’s distinguishing psychological characteristics that lead to relatively consistent and enduring responses to his or her environment. 3 Learning 4 Beliefs and Attitudes. Operations How does the market buy? 6. CULTURE: A fundamental determinant of a persons wants and behavior. deference. defensiveness. d) Lifestyle: People coming from the same subculture. Objectives Why does the market buy? 4. I) MOTIVATION: A man have many needs at any one time . 2 Perception. borrowing power and attitude toward spending versus saving. Now managers had to rely on 7 O’s given bellow. dominance. They are of two types. It differs in their dress. 1 Occupants Who constitute the market? 2. and adaptability. thirst. Occasions When does the market buy? 7. e) Personality and Self Concept: Each person has a distinct personality that influences his or her buying behavior. Objects What does the market buy? 3. can also be subdivided in two groups. and opinions. c) SOCIAL CLASS: It is relatively homogeneous divisions of society which are hierarchically ordered and whose members share similar values. A lifestyle is the person’s pattern of living in the world as expressed in the person’s activities. They include. professional. Secondary groups include religious.g. Organizations Who participates in buying? 5. discomfort etc. Outlets Where does the market buy? MAJOR FACTORS INFLUENCING BUYING BEHAVIOR: These factors can be sub-divided in to following four categories. b) Family: Most influential primary group. religions.

3) Habitual buying behavior. There are five roles people can play in buying decisions Initiator: Who firs suggest the idea of buying product. A motive is a need sufficiently pressing to drive the person to act.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 1 2 b) Psychogenic They arise from psychological states of tension such as the need for recognition. Perception depends upon not only physical stimuli. 1) buyer develops beliefs about the product. reducing buyer behavior. d) Buyer: Who actually purchase. b) Selective Distortion: It is the tendency of people to twist information into personal meanings and interpret information in a way that will support their perceptions. A need becomes a motive when it is aroused to a sufficient level of intensity. It involve three step process. DISSONANCE ____REDUCING BUYER BEHAVIOR: Reducing buying behavior is characterized by: consumer is highly involved in purchase. III) LEARNING When people act. 17 . Different people can perceive the same situation differently due the three perceptual processes: a) Selective Attention. THE BUYING PROCESS: To be successful marketers must go beyond the understanding as to how consumers actually make their buying decisions. emotional feeling and action tendencies toward sum object or idea. b) Selective Distortion and Selective Retention. and · has much to learn. Perception is the process by which an individual selects. develops attitudes about the product and third. and An Attitude is a person’s (enduring favorable or unfavorable evaluations). esteem or belonging. The types of buying decisions and steps in buying process are given bellow. Second. how and whom to buy. 1) Complex buying behavior. II) PERCEPTION: A motivated person is ready to act. Buying Roles: It is easy to identify buyer for many products. therefore. there are four types of consumers buying behavior based on degree of buyer’s involvement and degree of differences among brands. IV) BELIEFS AND ATTITUDES Through doing and learning people acquire beliefs and attitudes. and 4) variety seeing buying behavior. people may not necessarily see or hear the message that marketers want to send. The marketers must know the consumers information gathering and evaluation process and develop strategies to assist the buyer in learning about the product’s attributes and call for his attention towards high standing of the company’s brand. what. These in turn influence their buying behavior. People notice those adds that relates to current needs · People notice those adds that they anticipate. c) Selective Retention: People tends to retain those information that supports their attitudes and beliefs due to selective retention. · see litter difference in brands. Buying Behavior: Behavior varies with the type of buying decision. · typically does not know much about product category. b) Influencer: A person whose view or advice influence the decision. be careful to take these perceptual processes into account in designing their marketing campaigns. organizes and interprets information inputs to create a meaningful picture of the world. COMPLEX BUYING BEHAVIOR: Consumer are involved in complex buying behavior when they are highly involved in purchase. Most psychogenic needs are not intense enough to motivate the person to act on them immediately. Marketers must. 2) dissonance. he make thoughtful purchase choice. rather they must identify who makes the buying decision. How the motivated person actually acts is influenced by his or perception of the situation. but also on the stimuli’s relation to the surrounding field and on conditions within the individual. But marketers must be careful in making their (targeting)decisions because buying roles change. It involves changes in the individual’s behavior arising from experience. To differentiate the brand’s features marketers should use print media to describe brand’s benefits. A belief is a descriptive thought that a person holds about something. Selective Attention: Selective attention means the marketers have to work hard to attract consumer’s notice because to consumer pay selective attention to the advertisements. e) User: A person who consumes or uses the product or service. · product is expensive and risky. · People likely to notice those adds whose deviations are large than normal size adds. As a result. c) Decider: A person who decides on any component of buying decision _____ whether to buy. · aware of significant differences among brands. they learn.

salespersons. friends. ii) He is looking for certain benefits from the product solution. avoiding out-of-stock conditions. THE STAGES OF THE BUYING DECISION PROCESS:` Smart companies keep an eye on the buying decision process involved in their product category. sex etc. After the purchase the consumer might experience dissonance that stems from noticing certain disquieting features of the product or hearing favorable things about other product. Challenger firms will encourage variety seeking by offering lower prices. the consumer learns about competing sets of brands and their features. phones friends. displays. for example a person passes a bakery and saw bread and biscuits that stimulates his hunger. the value he gives to the additional information and the value of satisfaction he obtains from the search. Evaluation of Alternatives: There is no single and simple valuation process used by all consumers in all situations. 5) Post purchase behavior. packaging. salt. · Add an important product feature to a low involvement product. A need may arise either internally or externally. toothpaste etc. THE MILDER SEARCH: It may also be called as heightened attention. e. and advertising that presents reasons for trying something new. The consumer will be alert to the information to justify his decision of purchase. see friends who have purchased that product etc. · link product to some involving personal situation. and choice set.g. Information Search: An aroused consumer will be inclined to search for more information. THE ACTIVE INFORMATION SEARCH: At this stage he actually looks for reading material. These five stages are 1) Problem recognition. He should also identify the consumers information sources and evaluate their relative importance. • Experiential sources: Handling. deals. Through gathering information. the amount of information he already has. toothpaste resisting cavity. · advertise to trigger strong emotions related to personal values or defence. • Public sources Mass medial. and sponsoring frequent reminder advertising. consumer-rating organizations. like ads of the product. then they develop the marketing strategies that trigger consumer interest. 3 HABITUAL BUYING BEHAVIOR: Many products are bought under conditions of low consumer involvement and the absence of significant brand differences. At this stage the consumer simply pays more attention to information's about the desired product. VARIETY SEEING BUYING BEHAVIOR: This type of buying behavior is characterized by: Low consumer involvement. and engages in other activities to learn about the product. acquaintances. tea. We may distinguish between two levels of arousal.g. neighbors. The Milder search and the active information search. In such a situation the market leader try to encourage habitual buying behavior by dominating the shelf space. our coffee taken early in the morning shake of sleepiness.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan · purchase is expensive . 2) Information Search. Some basic concepts will help us to understand consumer evaluation process: i) Consumer is trying to satisfy a need. Marketers need to identify the circumstances that trigger a particular need. • Commercial sources: Advertising. thirst. Consumer may can get information from the following four sources: • Personal sources: Family. The selling company must strategies to get its product into the awareness set. 4) Purchase Decision. The extent of search depends upon the strength of the drive.g. The company must also identify the other brands in the consumer's choice set so that it can plan its competitive appeals. · significant brand differences · consumers can do a lot of brand switching. In this case the buyer will shop around to learn what is available but will buy fairly quickly. dealers. Marketers can convert low involvement products into one of high involvement by four ways given bellow: link product to some involving issue e. examining. perhaps responding primarily to a good price or to purchase convenience. Generally a buyer while making buying decision passes through 5 different stages. free samples. consideration set. Internal needs are like hunger. It is not necessary that consumer pass through them sequentially especially in the case of low involvement purchase in such a case consumer may shift or reverse some stages. arise to a thresh hold level and becomes a drive. using the product. and the ease of obtaining additional information. 18 4 1 2 3 . The external need aroused by an external source. coupons. 3) Evaluation of Alternatives. e. Problem Recognition: Buying process begins when buyer recognizes the problem or need. infrequent and risky.

the consumer's motivation to comply with the other person's wishes. size. However. It is not recommended if buyers are accurately evaluating brand exaggerated claims would lead to buyer dissatisfaction and bad word or mouth. The more intense the other person's negativism and the closer the other person is to the consumer. It is also called real repositioning. iv) Alter the importance weights: The marketer could try to persuade buyers to attach more importance to the attributes in which the brand excels. ii) Alter beliefs about the brand: A try to alter the buyers' beliefs about where the brand stands on key attributes. sharpness. ride quality. iii) Alter the beliefs about the competitors brands. vi) Shift the buyers ideas: The marketers could try to persuade buyers to change their ideal levels for one or more attributes. 19 . price. The amount of perceived risk varies with the amount of money at stake. and post purchase product use and dispose. atmosphere. postpone. ii) Unanticipated situational Factors: A consumer's decision to modify. the more the consumer will adjust his purchase intention. two factors may intervene between the purchase intention and purchase decision.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 4 5 iii) He looks at every product as a bundle of attributes. which are not very clear in the mind of the buyer. speed. A try to alter the buyers beliefs about where competitive brands stand on different attributes. 1) Attitudes of others. The consumer may for an intention to buy the most preferred brand. The attributes of interest to buyers vary by product: • camera: picture. makes sense when buyer mistakenly believe a competitor's brand has more quality that it actually has. It is useful where the buyer underestimate the brand qualities. with varying abilities of providing benefits sought to satisfy need. second. tread life. Purchase Decision: In the evaluation stage the consumer forms preferences among brands in the choice set. called competitive repositioning. the amount of attribute uncertainty. Post Purchase Behavior: After purchasing the product the consumer will experience some level of satisfaction or dissatisfaction The marketer's job does not end when the product is bought but continues into the post purchase period Marketer must monitor post purchase satisfaction. the intensity of the other person's negative attitude toward the consumer's preferred alternative and. or avoid a purchase decision is heavily influenced by perceived risk. price. This strategy. and life. • tyers: safety. cleanliness. It is often accomplished by running a comparison ad. • hotel: location. first. price. i) Attitudes of Others The extent to which others attitudes reduces one's preferred alternatives depends on two things. and the amount of consumer self-confidence. post purchase actions. Marketers can do a number of things to influence buyers decision: i) Modify Product: They may redesign the brand so that it offers more characteristics that the buyer desires. and 2) Unanticipated situational factors. v) Call attention to neglected attributes: In such a case the marketer draws the buyer's attention to neglected attributes.

or supplied to others. evaluate. buyers are concentrated in few localities. It is called system buying Participants in the Business Buying Process: It is also called buying center and includes all persons involved in purchasing which are given bellow: i) Initiators: Those who request that something be purchased. Professional buyers spend their lives in learning how to buy better. Buying committees consisting of technical experts and senior managers are common in the purchase of major goods. finance. construction. especially those items that are technically complex and expensive. Out supplier try to get a small order and then enlarge their share over time. 3 NEW TASK: Purchasing for the first time. constraints. 5 DERIVED DEMAND: Demand of business goods is ultimately dependent on demand of consumer goods. sales promotion and publicity plays important role but personal selling usually serves as a main marketing tool. rented. This sales volatility has led many business marketers to diversify their products and markets to achieve more balanced sales over the business cycle. banking. transportation. There are three types of buying situations the straight re-buy the modified re-buy and the new task. The number of decisions depends on the type of buying situation. 8 PROFESSIONAL PURCHASING: Business good are purchased by trained purchasing agents. 9 SEVERAL BUYING INFLUENCES: More people can influence a business buying decision than a consumer buying decision. distribution and services. because producers cannot make quick changes in their production methods. 2 LARGER QUANTITY BUYERS: Buy in bulk items for reproduction. that are sold. and insurance. ii) Users: Those who will use the product or service. A few large buyers do most of the purchases. 3 CLOSER SUPPLIER-CUSTOMER RELATIONSHIP: Because of the smaller number of customer base and the importance and power of the large customers. forestry. DIFFERENCE BETWEEN BUSINESS MARKET AND CONSUMER MARKET: Business Market: consist of all the organizations that acquire goods and services. the users initiate the buying proposal. Buying Situations: Business buyers faces many decisions in making a purchase. 11 RECIPROCITY: Business buyers often select suppliers who also buy from them. Sometimes a rise of 10% in consumer demand can cause as much as 200% rise in business demand for the product in the next period. 2 MODIFIED REBUY: A situation in which the buyer wants some modification in price. The out-supplier offer something new or exploit dissatisfaction with the supplier. and requirements. therefore requires more time and analysis of suppliers. This means the business marketers have to provide greater technical data about their product and its advantages over competitors' products. Although ad. It involves additional discussion between buyer and seller representative who tries to defend his position and becomes nervous. manufacturing. especially in the short run. The major industries making up the business market are agriculture. 10 DIRECT PURCHASING: Business buyers often buy directly from the manufacturers rather than through intermediaries. The out supplier see an opportunity and offer better facilities to gain some business. necessary to produce the additional output. and fisheries mining. System Buying and Selling: Many business buyers prefer to buy a total solution of their problem from one seller. 12 LEASING: Many industrial buyers lease their equipment instead of buying it. In many cases. 1 STRAIGHT REBUY: Purchases are ordered on routine basis from a previous supplier called in-supplier. Therefore. and a 10% fall in consumer demand may cause a complete collapse in business demand. and choose among alternative brands and suppliers. delivery requirements or other terms. Consequently business marketers have to send well trained representatives and often uses teams to deal with the well-trained buyers. public utilities. 20 . 6 INELASTIC DEMAND: The demand of such goods is not much effected by the change in price. who must follow the organizational policies. 7 FLUCTUATING DEMAND: A small percentage increase in consumer demands can lead to a much larger percentage increase in demand for planed and equipment. there are close relationships between customers and suppliers. Business markets have several characteristics that contrast sharply with consumer markets some of them are given bellow: 1 FEWER BUYERS: Business marketers normally deals with far fewer buyers than the consumer marketers does. used in the production of other products or services. 4 GEOGRAPHICALLY CONCENTRATED BUYERS: Generally one type of organizations exist in one locality.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-7 Analyzing Business Markets and Business Buyer Behavior WHAT IS ORGANIZATIONAL BUYING: Organizational buying is the decision-making process by which formal organizations establish the need for purchased products and services and identify. communication. are more cost effective.

GENERAL NEED DESCRIPTION: On recognition the buyer proceeds to determine the needed items general characteristics and quality needed. job position. What is the product value analysis: PVA is an approach to cost reduction in which components are carefully studied to determine if they can be redesigned or standardized or made by cheaper methods. For this purpose organizations uses trade directories. although whatever information he can discover about the personalities and interpersonal factors would be useful. level of demand for their product Economic outlook. Major Influences on Business Buyers: Business buyers are subject to many influences when they make their buying decision. organizational structure. or . and preference. PRODUCT SPECIFICATION: After identifying the general needs the buying organization proceeds to develop the items technical specifications. v) Approvers: People who authorize the proposed actions of deciders or buyers. For this they often use a supplier-evaluation model. influenced by the participants age. The attributes may include the delivery reliability. SUPPLIER SEARCH: Then the company searches the most appropriate suppliers. SUPPLIERS SELECTION: The buying center. and system. For it a product value analysis is conducted. INTERPERSONAL FACTORS: The buying center usually includes several participants with differing interests. policies. interest rate technological developments. ii) Centralized Purchasing: In multi-divisional companies most purchasing is carried out by separate divisions because of their differing needs.g. They may be classified in to four groups 1) environmental factors. and persuasiveness. v) Purchasing Performance Evaluation and buyers professional development: Many companies have installed the incentive systems to reward purchasing managers for goods buying performance. status. computer search or make phone to other companies for recommendations. PROPOSAL SOLICITATION: The buyer invite the qualified suppliers to submit proposals with detailed specifications.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan iii) 1 2 3 4 1 2 3 4 5 6 Influences: People who influence the buying decision by defining specifications and providing information for evaluating alternatives. ORGANIZATIONAL FACTORS: Each buying organization has specific objectives. and supplier 21 . PROBLEM RECOGNITION: Some one in the organization recognizes the problem that can be met by acquiring a good or service. iv) Decider: People who decide on product requirements and or on suppliers. iii) Decentralized Purchasing of small ticket items: iv) Long-term Contracts: Business buyers are increasingly accepting long term contracts with suppliers.to reduce operating cost. For buying goods business buyers have to go through buying or procurement process having eight steps called buy phases.to make money . attitudes toward risk. and the company searches for another supplier. The company evaluate proposals and eliminate some suppliers and invite the remaining ones to make a formal presentation. INDIVIDUAL FACTORS: Each participant in the business buying process has his own motivations. specify the desired attributes of the suppliers. Following are the organizational trends in the organizational area: i) Purchasing department upgrading: Purchasing department commonly occupy a low position in the management hierarchy They are now being up graded. receptionists. purchasing agents. Recently some of the companies have started the centralized purchasing. and culture. Then it will rate suppliers on these attributes and identify the most attractive suppliers. THE PURCHASING PROCESS: Business buyers purchase goods and services . perceptions. empathy. the business marketer is not likely to know what kind of group dynamics take place during the buying process. price. e. income. Technical personnel are particularly important influences. 3) interpersonal factors. 2) organizational factors.to satisfy a legal or social obligation. Events leading to problem recognition are the following: i) Company decides to produce a new product and needs new equipment and materials to produce it. personality. education. iii) Purchased material turns out to be unsatisfactory. iv) A purchasing manager senses an opportunity to obtain lower prices or better quality. and political regulatory. and 4) Individual factors. procedures. before selecting a supplier. vi) Buyers: People who have formal authority to select the supplier and arrange the purchase terms. ENVIRONMENTAL FACTORS: Business buyers are heavily effected by factors in the current and expected economic environment. and telephone operators may prevent sales persons from contacting user or deciders. ii) A machine breaks down and requires replacement or new parts. authority. Business marketers should be particularly aware of these. vii) Gatekeepers: People who have the power to prevent sellers or information from reaching to members of the buying center.

ii) Quantity needed. etc. some of these stages would be compressed or bypassed. Three methods are commonly used. ORDER-ROUTINE SPECIFICATION: After selection of supplier the buyer negotiate final order listing the i) Technical specifications. because it means to carry more inventory. their certain special feature found in these markets. A blanket contract establishes a long term relationship in which the supplier promises to re-supply at an agreed price over a specified period of time. v) warrantees. Then the buying center attempt to negotiate with its preferred suppliers for better prices and terms before making the final selection. Furthermore these companies want each chosen supplier to be responsible for a larger component system. 2) Rate the supplier on several criteria using a weighted score method or 3) aggregate the cost of poor supplier performance to come up with adjusted cost of purchase including price. They also often require the chosen suppliers to achieve continuous quality and performance improvement while at the same time lowering the supply price each year by a given percentage. iv) return policies. The purchaser also do not wants to make a large purchase order ( and thus decreasing number of orders). 22 . 1) the buyer may contact the end user and ask for evaluation. INSTITUTIONAL AND GOVERNMENT MARKETS: So far our discussion is about the profit seeking organizations. iii) expected time of delivery. Above given stages are for the new task buying situation. In modified-re-buy or straight-re-buy situations. Writing a new purchase order each time is expensive and time consuming. The buying center also decide as to how many suppliers to use. PERFORMANCE REVIEW: When all is done the buyer reviews the performance of the chosen supplier. Much of it also applies to the buying practices of institutional and government organizations.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 7 8 reputation are highly important. However.

creditors. A segment is unattractive when there are actual or potential substitutes for the product are available. 23 . 2 Threats of new entrants: A segment's attractiveness varies with the high of its entry and exit barriers. It may by due to a regulatory edict. economies of scale. lack of alternative opportunities high vertical integration and emotional barriers. Number of Sellers and Degree of Differentiation: The starting point for describing an industry is to specify whether there are one. No competitor will advertise unless advertising can create psychological differentiation (cigarettes) in which case it would be more proper to describe the industry and monopolistically competitive. autos) The differentiation can occur along lines of quality. Each competitors may seek leadership in one of these major attributes. The most attractive segment is one in which entry barriers are high and exit barriers are low i. Since there is no basis for differentiation. Many of the competitors focus on market segments where they can meet customer needs in a superior way and command a price premium. The five threats they poses are as follows: 1 Threat of intense segment revelry: A segment is unattractive if it already contains numerous. and reputational requirements. or aggressive competitors.e. patent. Exit and Shrinkage Barriers: Ideally firms should be free to leave industries in which profit are unattractive. These are industry competitors. Few new firms can enter the industry. low asset salvage value due to over-specialization or obsolescence. steel). 5 Threat of suppliers growing bargaining power. features. and if both barriers are low it means more firms can enter in the segment. buyers. and poor-performing firms can easily exit. Sellers will enjoy different profit rates only to the extent that they achieve lower costs of production or distribution. 3 Form competition: Occurs when a company sees its competitors as all companies manufacturing products that supply the same service. and employees. commodity market). but they often face exit barriers. i) Pure oligopoly: consist of a few companies producing essentially the same commodity (oil. beauty shops). The major barriers include high capital requirements. Entry and Mobility Barriers: Industry differ greatly in their ease of entry. government restrictions. few. It is easy to open a new restaurant but difficult to enter the air craft industry. or services. license. But when the entry and exit both barriers are high it means that poor performing firms will also stay in the market. competitors price will be the same. potential entrants. attract the consumers favoring that attribute and charge a price premium for that attribute. and suppliers. 3 MONOPOLISTIC COMPETITION: Consist of many competitors able to differentiated their offers in whole or part (restaurants. Most common barriers are lager moral obligations to customers. 4 Generic competition: Occurs when a company sees its competitors as all companies compete for the same consumer Rupee. 2 OLIGOPOLY: An industry structure in which a small number of (usually) large firms produce product that range from highly differentiated to standardized. scale economics or other factors. strong. raw materials. patents and licensing requirements. IDENTIFYING COMPETITORS: Competitors may be at four levels: 1 Brand competitors: A company offering similar product and services to the same customers at similar prices. It is even more unattractive if the segment is stable or declining. A company in a pure oligopolistic industry would find it hard to charge anything more than the going price unless it can differentiate its services. styling. 4 Threat of buyers growing bargaining power: A segment is unattractive if the buyer have strong or growing bargaining power because he will force prices down. Industry Concept of Competitors: An industry is a group of firms that offer a product or class of products that are close substitutes for each other. and demand more quality. substitutes. or distributions. 4 PURE COMPETITION: Consists of many competitors offering the same product and service (stockmarket.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-8 Analyzing the Industries and Competitors There are five forces that determine the intrinsic long-run profit attractiveness of a market or market segment. 2 Industry competitors: Occurs when a company sees its competitors as all companies making the same product or class of products. 3 Threats of Substitute Products. scarce locations. or many sellers of the product and whether the product is homogeneous or highly structure type: 1 PURE MONOPOLY: Exist when only one firm provides a certain product or service in a certain country. i) Differentiated Oligopoly: consist of a few companies producing partially differentiated products (cameras. there are two forms of oligopoly pure and differentiated.

Assessing Competitors Strengths and Weaknesses: To identify the strengths and weaknesses of competitors a company should first gather recent information on each competitor's business. A company need to identify the strategic group in which it competes. A competitors objectives are shaped by many things. Name the first company that comes to mind in this industry. Such competitor might or might not retaliate on a particular occasion: there is no way of predicting this decision on the basis of its economic situation. For example steel making involves heavy manufacturing and raw-materials cost. If the competitor is not critical to its parent company. 1 THE LAID BACK COMPETITORS: A competitor that doesn't react quickly or strongly to a rival's move. 4 THE STOCHASTIC COMPETITORS: A competitor that does not exhibit a predictable reaction pattern. iii) Share of heart: The percentage of customers who named the competitor in responding to the statement. Some industries are characterized by relative accord among the competitors. then competitive equilibrium is unstable. Degree of Vertical Integration: Some firms find it advantageous to integrate backward and forward which often causes lower in cost and give company more control over the value-added stream. Companies normally learn about their competitors position through secondary data. Degree of Globalization: Some industries are highly local others are global. a price cut. current management. and others by contrast fighting. The companies try to reduce the shrinkage barriers to help their ailing competitors get smaller gracefully. return on investment. or any thing else. Estimating Competitors Reaction Patterns: Identification of competitors strangest and weaknesses help managers to anticipate the competitors likely reactions to other companies' strategies (e. and place in the large organization. If a competitor is part of a larger company. Two of the most common shrinkage barriers are contract commitments and suborns management. history. and alternative assumption is that they pursues a mix of objectives : current profitability. or a new-product introduction). vertically integrated firms can manipulate their prices and costs in different segments of their business to earn profit where taxes are low. and hearsay. A group of firms following the same strategy in a given target market is called a strategic group. service leadership and son on. 2 If a single major factor is the critical factor. DETERMINING COMPETITORS' OBJECTIVES: After identifying its main competitors and their strategies a company may ask itself: what is each competitor seeking in the marketplace? What drives each competitor's behavior? An initial assumption is that competitors strive to maximize their profits. Moreover. cash flow. In general every company should monitor three variables when analyzing its competitors: i) Share of market: The competitor's share of the target market. 1 If competitors are nearly identical and make their living in the same way then their competitive equilibrium is unstable. Name the company from whom you would prefer to buy the product. It might respond to price cuts but not to advertising expenditure increases. each competitor has a certain philosophy of doing business. a certain internal culture. and certain guidelines beliefs. IDENTIFYING COMPETITORS' STRATEGIES: A company's closest competitors are those pursuing the same target markets with the same strategy. They can augment their knowledge by conducting primary marketing research with customers. history. personal experience. 24 . including data on sales. The laid back competitors may feel their customer are loyal. Most competitors fall into one of following four categories. A company must continuously monitor its competitors' strategies and revise their strategies through time depending upon the competitors strategy. it is important to know whether the parent company is running it for growth or milking it. market share growth cash flow. Cost Structure: Each industry has a certain cost mix that drive much of its strategic conduct. ii) Share of mind: The percentage of customers who named the competitor in responding to the statement. while toy manufacturing involve heavy distribution and marketing cost. profit margin. may face lack of funds to react. The reasons may vary.g. Firms will pay the greatest attention to their greatest costs and will strategies to reduce these costs. new investments and capacity utilization. it could be attacked more readily. technological leadership. Companies in the global industries need to compete on a global basis if they are to achieve economies of scale and keep up with the latest advances in technology. 2 THE SELECTIVE COMPETITORS: A competitor that react to only certain types of attacks and not to others. slow in noticing the move. suppliers. and dealers.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan Even if some firms do not want to exit the industry they might want to decrease their size. Finally a company must also monitor its competitors expansion plans. market shale. Here are some of the observations about the likely state of competitive relations. a promotion step-up. including its size. 3 THE TIGER COMPETITOR: A competitor that react swiftly and strongly to any assault on its terrain. financial situation. In addition. All these sources help a company decide whom to attack in the programmable-controls market.

and the firm may prove to be a worthy competitor. Competitors confer several strategic benefits: They lower the antitrust risk. interpreted. Bad competitors violate the rules: They try to buy share rather than earn it: they take large risks. it can focus its attack on one of the following classes of competitors: strong versus weak competitors. and organized. DESIGNING THE COMPETITIVE INTELLIGENCE SYSTEM: Each company should carefully design its competitive intelligence system to be cost effective. Everyone in the company must be only sense. from people who do business with competitors. they lead to more differentiation. circuits. The firm should also compete with strong competitors to keep up worth the state of the art. they invest in over capacity. they improve bargaining power vis-à-vis labor unions or regulators. Sometimes cross-disciplinary teams are formed specifically for this purpose. Good Versus Bad Competitors: Porter argues that every industry contains "good" and "Bad" competitors. the company should avoid trying to destroy the close competitor. 5 Monitor customer values over time. they upset the industrial equilibrium. managers will find it easier to formulate their competitive strategies. The more factors that may provide a advantage. and the accept the general level of their share of profits. 3 Assess the company's and competitors' performances on the different customer values against their rated importance. they set prices in a reasonable relation to costs. The major steps in customer value analysis are: 1 Identifying the major attributes that customers value 2 Assess the quantitative importance of the different attributes. There are four main steps involved in designing a competitive intelligence system: 1 Setting up the System: The first stem calls for identifying vital types of competitive information identifying the best sources of this information and assigning a person who will manage the system and its services. and in general. 2 Collecting the Data: the data are collected on a continuous basis form the field. and they may service less attractive segments.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 1 2 3 3 If multiple factors may be critical factors. close versus distant competitors. and good versus bad competitors. offers. the firm may achieve little in the way of improved capabilities. 3 Evaluating and Analyzing the Data: The data are checked for validity and reliability. A company benefits in several ways from good competitors. the share the cost of market development and legitimatize a new technology. SELECTING COMPETITORS TO ATTACK AND AVOID: With good competitive intelligence. then it is possible for each competitor to have some advantage and be differently attractive to some consumers. They will have a better sense of whom they can effective compete with in the market. they favor healthy industry. they increase total demand. Furthermore. and competitors' employees. 25 . they limit themselves to a portion or segment of the industry. After the company has done its customer value analysis. Generally managers conduct a customer value analysis to reveal the company's strengths and weaknesses relative to various competitors. serve and satisfy the customer but also be given an incentive to spot competitive information and pass it on to the relevant parties in the company. they motivate other to lower costs or improve differentiation's. Good competitors have a number of characteristics: they play by the industry's rules: they make realistic assumptions about the industry's growth potentials. The aim of a customer value analysis is to determine the benefits that customers in a target market segment want and how they perceive the relative value of competing suppliers. Competitors all have their competitive segment. defined by the preference for the factor trade-offs that they offer. Close versus Distant Competitors: Most companies compete with competitors who resemble them the most. the more competitors who can coexist. Strong Versus Weak Competitors: Most companies aim their shots at their weak competitors. 4 disseminating information and Responding: Key information is sent to relevant decision maker and managers' inquires about competitors are answered. 4 Examine how customers in a specific segment rate the company's performance against a specific major competitor on an attribute-by-attribute basis. But in the process of attacking weak competitors. At the same time. This strategy requires fewer resources and time per share point gained. even strong competitors have some weaknesses.

It is usually identified by dividing a segment into sub-segments. The company tries to isolate some broad segments. Segment marketing offers several benefits over mass marketing. and iv) those who are seeking safety. e. (trade areas neighbor hoods). 2 Market Targeting: Select one or more market segments to enter. SEGMENT MARKETING: A segment consist of large identifiable group within a market. Or it could locate in a corner to attract a customer group that was not satisfied with the center brand. Segments being fairly large attract several competitors while niches are fairly small and normally attract only a few competitors. ii) those who are seeking high performance. If several brands are in the market they are likely to position through out the space and show real differences to match consumer-preference differences. 2) niches. iii) those who are seeing luxury. and (E) requirements for effective segmentation. or localized marketing. Patterns of Market Segmentation: Market segments can be built up in many ways. In target marketing the sellers distinguish the major market segment. (D) basis for segmenting of consumer and business markets. Some segment members wants additional features not included in the offer while others would gladly give-up what they do not want very much. it means producing a thing on receipt of order from customer according to the specifications. INDIVIDUAL MARKETING: It is the ultimate level of segmentation which lead to "one -to-one marketing". The choice of distribution channels. 26 A 1 2 3 4 5 B . In mass marketing the seller engages in the mass production. location. (C) market segmentation procedure. like coca cola. i) HOMOGENEOUS PREFERENCES: A market where all the customers roughly have the same preference. NICHE MARKETING: A niche means a small market whose needs are not being well served. The market shows no natural segments. Before discussing these levels first we have to understand MASS MARKETING. Levels of Segmentation: Market segmentation represents an effort to increase a company's targeting precision. 1) segments. and 4)individuals and 5) self marketing. In it market programs are tailored to the needs and wants of local customers groups. target one or more of those segments and develop products and marketing programs for each segment. Here will examine (A) level of segmentation. A form of individual marketing in which individual customer takes more responsibility for determining which product and brands to buy. yet they are not identical. key distinctive benefits in the market. i) those who are seeking basic transportation. buying habits. 3 Market Positioning: Establish and communicate products. It can be carried out at four levels. Instead of looking at demographic or lifestyle segments. 3) local areas. but it is difficult to carry out. and mass promotion of one product for all buyers. purchasing power. Target marketing involves three major steps: 1 Market Segmentation: Identifying distinct groups of buyers who might require separate products. we can distinguish preference segments. and company have to face fewer competitors. Markets can be segmented in a number of way. LOCAL MARKETING: Also called regional marketing. A second competitor would locate next to the first brand and fight for market share. and communication channels becomes much easier. etc. SELF MARKETING. The traditional argument is that mass marketing creates the largest potential market. ii) DEFUSED PREFERENCES: At the other extreme the customers preferences may be scattered and customers vary greatly in their preferences. The first brand to enter the market is likely to position in the center to appeal to the most people. Segment marketing is the mid point between mass marketing and individual marketing.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-9 Identifying Market Segments and Selecting Target Markets A company that decide to operate in a broad market recognizes that it cannot serve all customers in that market because customer are too numerous and diverse in their buying requirements. Three different patterns can emerge. Consumers belonging to one segment are considered quit similar in their wants and needs.g. The company can produce a more fine tuned product and price it appropriately for the target audience. which leads to the lowest costs and ultimately results in lower prices or higher margins. MARKET SEGMENTATION: Market consist of buyers who differ in many ways. (B) patterns of segmentation. For example in the segment of heavy smokers a sub-segment of heavy smokers with emphysema. Instead of competing everywhere the company needs to identify the market segments that it can serve most effectively. mass distribution. an auto company identify four levels segments of car buyers. The segment marketing companies know that buyers differ in want.

which may include geographic. occupation. family life cycle gender. then apply cluster analysis to create a specific number of (maximally different) segments. urban. It might develop several brands. psycho-graphic and media-graphics of the respondents. and psycho-graphic characteristics. attitude toward. first-time users. demographic. purchase a product. It may position in the largest market segment. Generally applied in clothing hair-styling. They endow their products with brand personalities that correspond to consumer personalities. climate etc. First researchers form segments by looking at consumer characteristics. air travel is triggered by occasions related to business. psycho-graphics. each positioned in a different segment.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan iii) C D 1 2 3 4 CLUSTERED PREFERENCES: The market might reveal distinct preference clusters. b Personality: Marketers also use personality variables to segment marketers. vacation. Marketshare leaders will focus on attracting potential users. 2 Benefit Segmentation: A powerful form of segmentation involves classifying buyers according to the benefits they seek from the product. Occasionally other marketers notice an opportunity for gender segmentation. People within the same demographic group can exhibit very different psycho-graphic profiles. They use occasions and brands. b) Gender. and regular users of a product. cities. hoping to appear to all groups. Each segment can be given a name. cosmetics and travel. or use a product. geographic. competitors would enter and introduce brands in the other segments. cosmetics. Many companies designee products for specific social classes PSYCHO-GRAPHIC SEGMENTATION: In psycho-graphic segmentation. ex users. These variables are the most popular because they are easier to measure than most other types of variables. psycho-graphics and behavioral segmentation. reading habits etc. rural. The major segmentation variables are: 1) geographic. The first firm in this market has three options. and magazines. states. d) Generation: Each generation is profoundly influenced by the milieu in which it grows up. the goods they consume express their lifestyles. nationality. It might position in the center. clothing. or response to a product. In fact. clothing. and then decide to operate in one or a few geographic areas. However. 3 User Status: Markets can be segmented into groups of nonusers. a) Age and Life . STEP ONE SURVEY STAGE: Researchers conduct exploratory interviews and focus on consumer's motivations. e. regions countries.g. Marketers are increasingly segmenting their markets by consumer lifestyles. STEP TWO ANALYSIS STAGE: The researcher applies factor analysis to the data to remove highly correlated variables. DEMOGRAPHIC SEGMENTATION: In it market is divided into groups on the basis of demographic variables such as age. behavior. c) Income: Another long-standing practice in such product and service categories as automobiles boats. STEP THREE PROFILING STAGE: Each cluster is profiled in terms of its distinguished attitudes. race. a) Lifestyle: People exhibit many more lifestyles than seven as are suggested by the social classes. demographics. GEOGRAPHIC SEGMENTATION: Dividing the market into different geographical units such as nations. buyers are divided into different groups on the basis of lifestyle and / or personality. 27 . The company's position in the market will also influence its focus. People product interests are influenced by their lifestyles. based on dominant distinguishing characteristic. Basis of Segmenting Consumer Markets: Two broad groups are used to segment consumer markets. Following are the types of behavioral segmentation. Demographics. or family. Market Segmentation Procedure: Marketing research firms uses a three-step approach to identify the segments in the market. use of. home furnishing. potential users. income does not always predict the best customers for a given product.Cycle Stage: Consumers wants and abilities change with age. e) Social Class: It has a strong influence on a person's preference in cars. attitudes and behavior. From these findings researchers prepare a formal questioner to collect data about their: Attitudes and their importance rating Brand awareness and brand ratings. called natural market segments. Attitudes towards the product category. and media patterns. education religion. Some marketers target baby bombers using communications and symbols that appeal to the optimism of that generation. Product usage patterns. generation. demographic. income. If the first firm developed only one brand. BEHAVIORAL SEGMENTATION: Buyers are divided into groups on the basis of their knowledge of . family size. An air line can specialize in serving people for whom one of these occasions dominates. while smaller firms will often focus on attracting current users away from the market leader. Other researchers try to form segments by looking at consumer responses to benefits sought. However it is a tricky variable and is mostly effected by the psychology. or social class. 1 Occasions: Buyers can be distinguished according to the occasions they develop a need.

how many and which ones to target. 5 Locality Status: A market can be segmented by consumer-locality patterns. 4 DIFFERENTIABLE: The segment are conceptually distinguishable and respond differently to different marketing -mix elements and programs. all segmentation are not effective. and other entities. 6 Buyers-Readiness Stage: A market consist of people in different stages of readiness to buy a product. and hostile. medium. 7 Attitude: Five attitude groups can be found in a market enthusiastic. indifferent. service contracts.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 5 E 4 Usage rate: Market can also be segmented into light. Now we will examine the process of evaluating and selecting marketing segments: Evaluating the Market Segments: While evaluating the market segments the firm must look at two factors given bellow: I) The overall attractiveness of the segment and 28 . however. i) Hard-core loyals: Who buy one brand all the time. TARGET MARKETING 1 After identifying market-segments the enterprise has to evaluate them and decide. benefit sought and usage rate. Marketers usually prefer to attract one heavy user to their product or service rather than several light users. then expand into other segments. BASIS FOR SEGMENTING BUSINESS MARKETS: Business market s can be segmented with many of the same variables employed in consumer market segmentation. companies may begin their marketing with one targeted segment. Targeting Multiple Segments: Very often. Operating Variables: 1 Technology: What customer technologies should we focus on? 2 User /Nonuser status: Should we serve heavy users. such as geography. iii) Shifting Loyals: Those shift from favoring one brand to another. they don’t constitute separate segments. better defined target groups. Buyers can be divided into four groups according to their brand-loyalty. positive. some are interested. light or nonuser? 3 Customer Capabilities: Should we serve customers needing many or few goods or services? Purchasing Approach: 1 Purchasing Function Organization: Should we serve highly centralized or decentralized purchasing organizations? 2 Power Structure Should we serve Co. 5 Purchasing Criteria Serve those companies seeking quality? Service? or price? Situational Factors: 1 Urgency: Should we serve companies that need quick and sudden delivery or service? 2 Specific application: Should we focus on certain application of our product rather that all applications? 3 Size of Order: Should we focus on larger or small orders? Personal Characteristics: 1 Buyer Seller Similarity Should we serve companies whose people and values are similar to ours? 2 Attitudes toward risk: Should we serve risk-taking or risk-avoiding customers? 3 Loyalty: Should we serve companies that show high loyalty to their suppliers? Requirements for Effective Segmentation: There are many ways of segmenting a market. To be useful market segments must be: 1 MEASURABLE: The purchasing power and characteristics of the segment can be measured. negative. and heavy product users. 2 SUBSTANTIAL: Segment should be large and profitable enough to serve. ii) Split Loyals: Who are loyal to two or three brands. 4 ACTIONABLE : Effective programs can be formulated for attracting and serving the segments. or go after the most desirable. The relative numbers make a big difference in designing the marketing program. medium. Rather they are increasingly crossing several variables in an effort to identify smaller. or even limit their analysis to only a few market segments. and some intend to buy. some are aware. 3 ACCESSIBLE: The segment can be effectively reached and served. 4 General Purchase Policy: Serve them who prefer leasing. stores. Yet business markets can also use several other variable given bellow: Demographic: It may include: 1 Industry: Which industries should we serve. iv) Switchers: Consumers who show no loyalty to any brand. Some are unaware of the product. Heavy users are often a small percentage of the market but account for the high percentage of total consumption. 2 Company size: What size companies should we serve. 3 Location: Which geographical areas should we serve. some desire the product. MULTY ATTRIBUTE SEGMENTATION Marketers no longer talk about the average consumers. financially dominants or so forth? 3 Nature of Existing Relationships: Serve companies having strong relations with us. some are formed. engineering dominants. If married and un-married woman respond similarly to a sale on perfume. Consumers can have varying degrees of loyalty to brands. system's purchases or sealed bidding.

After evaluating the firm decide to which and how many segments to serve. promotion. 29 . III) PRODUCT SPECIALIZATION: When the firm concentrates on making a certain product that it sells to several segments. This multi-segment coverage strategy has the advantage of diversifying the firm's risk. each objectively attractive and appropriate. In it a company can build strong reputation in the specific product area. performance and technology side. planning and channel management. it is wise to enter one segment at a time and conceal its grand plan. V) FULL MARKET COVERAGE: When the firm attempts to serve all customer groups with all the products that they might need. Segment By Segment Invasion Plans: Even if the firm plans to target super segment. IV) MARKET SPECIALIZATION: Here the firm concentrates on serving many needs of a particular custom group. differentiated market creates more total sales than undifferentiated It also increase the cost of business the following are the costs: Product modification cost: Modifying a product to meet different market segment requirements usually involves more research and development. This requires extra marketing reach. but each segment promises to be a money maker. the result is increased promotion-planning costs and media costs. Inventory Costs: It is usually more to manage inventories containing many products than inventories containing few products. Ethical Choice of Market Targets: Market targeting sometimes generates controversy like cigarette markets have generate much controversy. b) Differentiated Marketing: In it firms operate in several market segments and designs different programs for each segment. Large firms can cover a whole market in two broad ways through undifferentiated marketing or differentiated marketing. It focuses on buyers needs rather than differences among buyers. Only very large firms can undertake a full market coverage strategy. given the firm's objectives and are resources. engineering and special tooling costs. sales analysis. ADDITIONAL CONSIDERATION IN EVALUATING AND SELECTING SEGMENTS: Following four more considerations must be taken into account in evaluating and selecting segments: 1) Ethical choice of market targets. segment managers should not be so segment-focused as to resist cooperation with other company personnel to improve overall company performance. the company should pay close attention to segment interrelationships on the cost. A super segment is a set of segments sharing some exploitable similarity. Even if one segment becomes unattractive the firm can continue to earn more in other one.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 2 1 2 3 4 II) The companies objectives and resources. It design a product and a marketing program that will appeal to the broadest number of buyers. Manufacturing cost: It is usually more expensive to produce 10 units of 10 different products than 100 units of one product. Promotion costs: The company has to reach different markets segments with different promotion programs. The downside risk is that the product may be supplanted by an entirely new technology. 2) segment interrelationships and super segments. Socially responsible marketing calls for segmentation and targeting that serve not just the interests of the company but also the interests of those targeted. a) Undifferentiated Marketing: In it the firm ignores market-segment differences and goes after the whole market with one market offer. II) SELECTIVE SPECIALIZATION: Here the firm selects a number of segments. 3) segment-by-segment evasion plans. It relies on mass distribution and mass advertising. Selecting the Market Segment. forecasting. and 4) intersegment cooperation. Intersegment Cooperation: The best way to manage segments is to appoint segment managers with sufficient authority and responsibility for building their segment's business. there may be little or no synergy among the segments. Administrative cost: for separate marketing plan for each market segment. The competitors must not know to what segment(s) the firm will move next. Selection can be made in any of the following five patterns I) SINGLE SEGMENT CONCENTRATION: The most simplest case in which company selects only one segment and concentrates on it. Companies should also identify and try to operate in super segments rather than in isolated segments. Segment Interrelationships and Super segments: In selecting more than one segment. At the same time. In market targeting the issue is not who is targeted but rather how and for what.

C) Personnel.g. Here it is difficult to differentiate its product or decrease its cost Companies try to higher better salespeople. How exactly can a company differentiate its product form competitors. 4)reliability. DESIGN: A most patent way to differentiate and position a company's products and services." The number of differentiation’s varies with the type of industry. Companies therefore. e. steel industry. 3) installation. need to think. for several reasons. Yet even here. 2) performance. genuine variation is possible. constantly about new feature and benefits to win the attention and interests of customers. PERFORMANCE: Refers the level at which the product's primary characteristics operate. 6) style. Here profitability is correlated with company size and market share. 2)delivery. Style describes the product's looks and feel to the buyer. Industries are of four types: 1 VOLUME INDUSTRY: A Industry in which companies can gain only a few but large competitive advantages. DELIVERY: Refers to how well the product or service is delivered to the customer. If the firm did not distinguish its offering in any other way than price. Product Differentiation: Differentiating the physical products. It is the totality of features that affect. e. how a product looks and functions in terms of customer requirements. 4) customer training. or E)Image. D)Channel. B)Service. Companies are constantly trying to differentiate their market offering or value package from competitors. There are five dimensions A) Product. companies making special machinery for selected market segments. REPARABILITY: Buyers prefer products that are easy to repair. 4 SPECIALIZED INDUSTRY: An industry in which companies faces more opportunities for differentiation and each differentiation can have a high payoff. When the physical product cannot easily be differentiated. 5) customer consulting. entertain more lavishly.g. it will be soundly beaten by the competitor. CUSTOMER TRAINING: It refers to training the customers' employees to use the vendor's equipment properly and efficiently. and furniture. but each opportunity for competitive advantage is small. construction. and 7) design. and so on. They provide new guarantees. RELIABILITY: It is the measure of the probability that a product will not malfunction or fail within a specified time period. Buyers of heavy equipment expect good installation service from the vendor. STYLE: Buyers are normally willing to pay a premium for products that are attractively styled. It includes the speed. Service Differentiation: In addition to differentiating its physical product a firm can also differentiate its services. 3)durability.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-10 Differentiating and Positioning the Market Offering In an industry know for intense competition. TOOLS FOR COMPETITIVE DIFFERENTIATION: DIFFERENTIATION is the act of designing a set of meaningful differences to distinguish the company's offering from competitors' offering. 6) maintenance and repair. At the other extreme are products capable of high differentiation. and 7) few others. In it a company can strive for low cast position or the highly differentiated position. but these are small advantages. FEATURES: Features are characteristics that supplement the product's basic function. accuracy and care attending the delivery process.g. INSTALLATION: Installation is the work done to make a product operational in its planned location. First cheaper products are often viewed as inferior in quality. The main product differentiation’s are 1) features. 30 A 1 2 3 4 5 6 7 8 B 1 2 3 4 . Third a competitor will usually find a lower-cost production method and offer an even cheaper version. CONFORMANCE QUALITY: Is the degree to which all the produced units are identical and meet the promised target specifications. Even when they succeed their competitors adopt such their value package and thus competitive advantages lasts only for a short time. special rewards for loyal users. Buyers normally will pay a premium for product with more reliability. ORDERING EASE: It refers to how easy it is for the customer to place an order with the company. such as automobiles.g. At one extreme the products are highly standardized and allow little variation. the dye to competitive success often lies in adding more value-adding services and improving their quality. new conveniences and enjoyments. The main service differentiation’s are 1) ordering ease. Companies that differentiate their offering solely by cutting their costs and price may be making a mistake. chicken. DURABILITY: Durability is the measure of the product's expected operating life under natural and / or stressful conditions. buildings. steel aspirin. who can a small company can compete against industry leaders? One answer is by differentiating its product and avoiding direct competition. 2 SEGMENTED INDUSTRY: An industry in which there are only few competitive advantages and each is small. e. e. 5)reparability. 3 FRAGMENTED INDUSTRY: Where company faces many opportunities for differentiation. second the firm may cut services to keep the price down which may alienate buyers.

2)expertise. Communication: The employees make an effort to understand the customer and communicate clearly Channel Differentiation: Companies can achieve differentiation through the way they shape their distribution channels. first it conveys a singular message that establishes the product's character and value positions. EVENTS: A company can build an identity through the type of events it sponsors. a company must avoid four major positioning errors. SYMBOLS: A strong image consists of one or more symbols that trigger company or brand recognition. In general. The company brands and logos should be designed to instant recognition. Image Differentiation: Even when the offers of two competitors look same. The most commonly promoted number-one positioning are "best quality. Responsiveness The employees respond quickly to customers' requests and problems. safest. particularly these channels are 1)coverage. most convenient and most advanced technology. best service. Courtesy: The employees are friendly. DEVELOPING A POSITIONING STRATEGY: A company must carefully select the ways in which it will distinguish itself from competitors a difference is worth establishing to the extent that it satisfies the following criteria: • Important: The difference delivers a high valued benefit to a sufficient number of buyers. and 3) performance. it delivers emotional power so that it stirs the hearts as well as the minds of buyers. • Distinctive: The difference either is not offered by other or is offered in a more distinctive way by the company. buyers may respond differently to the company or brand image. fastest. Virtually there are unlimited number of specific services and benefits that companies can offer to differentiate themselves from their competitors. Better trained personnel’s exhibit six characteristics Competence: The employee possess the required skill and knowledge. Each brand should back an attribute and tout itself a s number one on that attribute. Performance: refers to developing and managing direct marketing channels of high quality. WRITTEN AND AUDIOVISUAL MEDIA: The chosen symbols must be worked into advertisements that convey the company or brand personality. it conveys a message in a distinctive way so that it is not confused with similar messages from competitors. most customized. Coverage means its dealers are found in more locations than competitors' dealers. • Affordable: The buyer can afford to pay for the difference. They can offer a better product warranty or maintenance contract than their competitors." Not everyone agrees that single-benefit positioning is always best. • Communicable: The difference is communicable and visible to buyers. Expertise: means its dealers are typically better trained and perform more reliably. 31 .Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 5 6 7 C D 1 2 3 E 1 2 3 4 CUSTOMER CONSULTING: It refers to data. As companies increase the number of claims for their brand. Identity comprises the ways that a company aims to identify itself or position its product. PERSONNEL DIFFERENTIATION: Companies can gain a strong competitive advantage through hiring and training better people than their competitors. How Many Differences to Promote: Many marketers advocate promoting only one benefit to the target market. Image is the way the public perceives the company or its products. Identity Versus Image: It is important to distinguish between identity and image. Positioning is the act of designing the company's offering and image so that they occupy a meaningful and distinct competitive position in the target customers' minds. MISCELLANEOUS SERVICES: Companies find many other ways to add value by differentiating their customer services. MAINTENANCE AND REPAIR: It describes the company's service program for helping customers keep their purchased products in good working order. respectful and considerate. Third. Reliability The employees perform the service consistently and accurately. ATMOSPHERE: Distinctive physical condition in which the origination produces or delivers its products and services is another powerful image generator. they risk disbelief and a sole of clear positioning. Credibility The employees are trustworthy. lowest price. Second. • Superior: The difference is superior to other ways of obtaining the same benefit. They can establish patronage awards. • Profitable: The company will fine it profitable to introduce the difference. information system and advising service that the seller offers free or for a price to buyer. best value. Double-benefit positioning may be necessary if two or more firms are claiming to be best on the same attribute. An effective image does three things for a product. • Preemptive: The difference cannot be easily copied by the competitors.

User positioning This involves positioning the product as best for some user group. such as size. or manufacturer. Buyers don't really sense anything special about it. price. number or years in existence. Doubtful Positioning: Buyer may found it hard to believe the brand claims in view of the product's features. Overpositioning: Buyers may have too narrow an image of the brand. Benefit positioning: Here the product is positioned as the leader in a certain benefit. Confused Positioning: Buyers might have a confused image of the brand resulting to many claims or changing the brand's positioning too frequently. The brand is seen just as just an other entry in a crowded marketplace. 32 . The different positioning strategies that a company can adopt are given bellow: Attribute positioning: This occurs when a company positions itself on an attribute. Product category positioning: Here the product is positioned as the leader in a certain product category. Competitors Positioning: Here the product positions itself as better in some way than a named or implied competitor. Use / application positioning: This involve positioning the product as best for some use or application. That he deems it as high standard than his capabilities. Quality / Price positioning: Here the product is positioned as offering the best value for the price.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 1 2 3 4 1 2 3 4 5 6 7 Underpositioning: Some companies discover that buyers have only a vague idea of the brand.

v) Capital shortages: Some companies with good ideas. CHALLENGES IN NEW-PRODUCT DEVELOPMENT: New technologies has shortened the product life cycle. At the same time the development of a new product is also risky due to the chances of failure. 1 The company can buy other companies. Companies handle the organizational aspects of new product development in several ways.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-11 Developing New Product Every company must carry on new product development. An effective organization begins with its top management. Other companies set their R&D budget by applying a conventional percentage of sales figures or by spending what the competitors spends. or 2 it can contract with independent researchers or new-product-development firms to develop specific products for the company. A new product may fail due to any one or more of the following reasons. In addition several other factors hinder new-product development. or 3 it can buy a license or franchise from another company. The new product development route can take two forms.) iv) Improvements and revisions of existing products: New products that provide improved performance or greater perceived value and replace existing products. which are given bellow: i) Shortage of new production ideas in certain areas i. Moreover. especially in large multidivisional companies. iii) Additions to Existing product lines: New product that supplement a company’s established product lines (Package. There are six categories of new products in terms of their newness to the company and to the marketplace. i) Putting an new idea (favorite to high level executive) inspite of negative market research findings. Some companies solve this problem by encouraging and financing as many projects as possible. Replacement products must be created to maintain or build sales. Still other companies decide how-many successful new products they need and work backward to estimate the required R&D budget investments. 1 The company can develop new products in its own laboratories. vii) Shorter Product Life Cycle: When a new product is successful rivals are quick to copy it. A company can add new product through acquisition and/ or new-product development. their may be few ways left to improve the products ii) Fundamental Markets: Keen competition leads to market fragmentation. Thus top management must establish specific criteria for acceptance of new-product ideas. vi) Competitors fight back harder than expected. iii) Social and governmental Constraints: New product have to satisfy such criteria as to consumer safety.e. The companies which fail to develop new products are putting themselves at great risk. sizes. The most common of these are: 33 . iii) The actual product is not well designed. not advertised effectively. cannot raise the funds needed to research and produce them. vi) Cost reductions: New product that provide similar performance at lower cost. company have to face high research and development costs. vi) Faster Development Time: Many competitors are likely to get the same idea at the same time and victory often goes to the swiftest. Research and development out comes are so uncertain that it is difficult to use normal investment criteria for budgeting. EFFECTIVE ORGANIZATIONAL ARRANGEMENTS: Successful new product development requires the company to establish an effective origination for managing the new-product-development process. which is ultimately responsible for the success of the new product. A major decision facing top management is how much to budget for new-product development. v) Development costs are higher than expected. ii) The idea is good but market size is over estimated. hoping to achieve a few winners. or overpriced. archeological compatibility. etc. v) Repositioning: Exhibiting products that are targeted to new markets or market segments. iv) New product is either incorrectly positioned in the market. New product development requires management to define the business domains and product categories that the company wants to emphasize. i) New-to-the-world products: New product that create an entirely new market. 2 it can acquire patents from other companies. ii) New product lines: New product that allow a company to enter an established market for the first time. iv) Coastlines of the new product development process: A company has to develop many new product ideas to find just one worthy of development. flavors. The acquisition route can take three forms.

and top management. and other employer for new-product ideas. this position professionalise the new-product function. like production managers. It have five principles: a) Deferment: Look first for viewpoint rather than solutions. "Remember.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 1 1 Product Managers: Many companies assign responsibility for new-product ideas to their product managers. and 8) commercialization. iii) Morphological Analysis: It consist of identifying the structural dimensions. competitors. Channel Members: Companies sales representatives and intermediaries are a particularly good source of new product ideas. scientists. Top management: can be another manor source of development of new ideas. the better. IDEA GENERATION: The new product development process with the search. of a problem and examining the relationships among them. the greater will be the chances of an idea worth pursuing. They can find out what customers like and dislike in their competitor's products." The ideas start flowing. 34 . and build better ones.g. 1) idea generation. Customers . The hope is to find some novel combinations. They can buy their competitors products. and within an hour over a hundred or more new ideas may find their way into the tape recorder. New product ideas can come from many sources. vi) Synectics: William J. Freewheeling is welcomed: The wilder the idea. working with R&D department. a combine machine containing fax. ii) Forced Relationships: In it several aspects are considered in relation to one an other to create a new product. engineers. 3)concept development and testing 4) marketing strategy development. e. 2)idea screening. like customers. They can lean from suppliers. The usual brainstorming group consist of 6 to 10 peoples discussing the specific problem. Combining and Improving ideas is encouraged: Participants should suggest how other people's ideas can be joined into more ideas. The chain starts each discussion by saying. telephone. They have first hand exposure to costumers needs and complaints. To be maximally effective their four guidelines Criticism is ruled out: negative comments on ideas must be withheld until later. and sales representatives. 5) business analysis. Competitors: Companies can also find good ideas by examining their competitor's products and services. 5 New-Product Venture Teams: A venture team is a group brought together from various operating departments and charged with developing a specific product or business. before a sufficient number of perspective have been developed. In it the consumers are asked about needs. v) Brainstorming: Group creativity can be stimulated by brain storming technique. problems and ideas. However. take them apart. The product managers are so busy in managing their existing products that they can thought litter about new products. it is easier to tame down than to think up. distributors. one idea sparks another. 2 New Product Managers: Some companies have appointed new-produce managers who report to group product managers. Successful companies have established a culture that encourages every employee to seek new ways for improving the company's production. new-product managers tend to think in terms of product modification and line extensions limited to their product market. employees. Thus he has exposed a very different technique named as synectics method. and carrying out field testing and commercialization. Quantity is encouraged: The greater the number of ideas generated. d) Involvement / detachment: Alternate between entering into the particulars of the problem and standardizing back from them. designers. what competitors are doing. Top managers should define the products the available markets and state the new products objectives. no evaluation.J Gorder felt the brainstorming sessions tent to produce solutions too quickly. and copy machine into one unit. channel members. Scientists / Employees: Companies also rely on their scientists. 4 New-Product Departments Large companies often establish a new-product department headed by a manager who has substantial authority and access to top management. Idea Generation techniques: There are a number of techniques of idea generation some are given bellow: i) Attribute Listing: Listing the attributes of an existing product and then modifying each attribute in the search for an improved product. The departments major responsibilities include generating an screening new ideas. 6) product development. In practice this system have many faults. we want as many ideas as possible. MANAGING THE NEW PRODUCT DEVELOPMENT PROCESS: There are eight stages involved in the new-product development process. c) Use of Common Place: Take advantage of the familiar as a signboard to the strange. Consumers needs and wants are logical place to start the search for new-product ideas. 7) market testing. iv) Need / Problem Identification: In it idea generation starts from reviewing consumer needs / problems. 3 New product Committees: Many companies have a high-level management committee charged with reviewing and approving new-product proposals. and remember. b) Autonomy of Object: Let the problem take on a life of its own.

in winter. BUSINESS ANALYSIS: After developing strategy the company evaluate the product's business attractiveness. manufacturing facilities. At this stage a word or picture description can suffice. that the company might offer to the market A product concept is an elaborated version of the idea expressed in meaningful consumer terms. MARKET TESTING: If the management is satisfied with the products functional and psychological performance. at breakfast etc. Concept Testing: Concept testing calls for testing product concepts with an appropriate group of target consumers. MARKETING STRATEGY DEVELOPMENT: After testing the new-product manage must develop a preliminary marketing strategy plan for introducing the new product in to the market. the more dependable concept testing is. structure and behavior. Concept Development: A product idea can be turned into several product concepts. that where the more risk is involved the product must be market tested. In doing test marketing managers faces several questions like:i) How many test cities. try them. The sales forecast etc. However. The marketing strategy will undergo further refinement in subsequent stages. It is better. The company determines whether the product idea can be translated into a technically and commercially feasible product. a product concept and a product image. and ii) A Go-error: When a company permits a poor idea to move into development and commercialization. a drawing or a prototype. i) Promising Ideas. The goals are to test the new product in more authentic consumer setting and to learn how target the mark to and how consumers and dealers react to handling using and repurchasing the actual product. What primary benefits should it provide. the planned product positioning and the sales mark. 2 Interests: The consumer is stimulated to seek information about the innovation. There may be two types of errors while idea screening. Third: The long run sales and profit goals and marketing mix strategy. 3 Evaluation: Consume consider in the light of information whether to try it or not. 35 . 4 Trail: Consumer try the product to improve his estimate of its value. A product Image: is the particular picture that consumer acquire of an actual or potential product. If it cannot do so the companies accumulated project cost will be lost. v) What action is to be taken on the completion of test. Management prepares estimates of sales cost and profit and determine whether they satisfy the companies objectives or not. Who will use it. iii) Length of test. Following are the three questions on which the concepts are based. COMMERCIALIZATION: If the test is cleared and company has decided to market the product the company have to make heavy expenditure on plant.g. and adopt or reject them? Management must under stand this consumer-adoption process to build an effective strategy for early market penetration. all companies don’t conduct market testing. iv) What information to be collected. Second: Planned price. distribution strategy and marketing budget for the first year. CONSUMER ADOPTION PROCESS: How do potential customer learn about new product. The company should offer payment or recognition to the employees submitting the best ideas. CONCEPT DEVELOPMENT AND TESTING: Attractive ideas must be refined into testable product concepts. building. in hunger. However the more the tested concepts resemble the final product or experience. then getting those consumers' reactions. accidental things suggest analogies that are sources of new viewpoints. ii) Which cities. and iii) rejects. The concept can be presented symbolically or physically. Stages in the Adoption Process: Adopters of the new product have been observed to move through the following five stages: 1 Awareness: The consumer becomes aware of the innovation but lacks information about it. The consumer adoption process is followed by the consumer loyalty process which the concern of the established producer. We can distinguish among a product ides. At this stage it jumps in investments evaluation and evaluation of costs to be incurred in the earlier stages. i) A Drop-error: When dismissed a good idea. A product Idea is a possible product idea. By answering these questions a company can for many concepts. IDEA SCREENING: The new developed ideas should be written down and review each week by an idea committee and sot it into 3 groups.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 2 3 4 5 6 7 8 e) Use of Metaphor: Let apparently irrelevant. A plan to market the product is consist of three parts: First: Target Market size. The product is ready to be dressed up with a brand name packing and preliminary marketing program. If they do the product concept can move to the product development stage PRODUCT DEVELOPMENT: Until now the idea exists only as a word description. each being a category concept. When it can be used e. ii) Marginal ideas.

It is more important in the evaluation stage of the adoption process than in the other stages. iii) The innovation's Complexity: The degree to which it is relatively difficult to understand or use. on others attitudes. ii) The innovation's compatibility: The degree to which it is relatively difficult to understand or use. However. v) The innovation's Communicability: The degree to which its beneficial results are observable or describable to others. LIKE PEOPLE ORGANIZATIONS VARY IN THEIR READINESS TO ADOPT AN INNOVATION: 36 .Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 1 2 3 4 5 Adoption: The consumer decides to make full and regular use of the innovation. and social approval. v) Laggards: They are suspicious of changes and adopt the innovation only when it takes on a measure for tradition itself. They rarely are leaders. Other characteristics that influence the rate of adoption are cost. It have more influence on late adopters than early adopters and it is more important in risky situation than is safe situation. scientific credibility. Five characteristics are especially important in influencing the rate of adoption of an innovation. Factors Influencing Adoption Process: It is sometimes harder to generalize about consumers. Its significance is greater in some situations and for some individuals than for others. i) Innovations relative advantages: The degree it appears superior to the existing products. iv) The innovation's Divisibility: The degree to which it can be tried on a limited basis. one person have. marketers recognize a few basic truths about the adoption process: PEOPLE DIFFER GREATLY IN THEIR READINESS TO TRY NEW PRODUCTS: Different people exhibit different behaviors in respect of adopting new ideas. The new-product marketer has to research all these factors and give the key ones maximum attention in designing the new-product and marketing program. THE CHARACTERISTICS OF THE INNOVATION PRODUCT EFFECTS ITS RATE OF ADOPTION: Some products gain attention immediately while others take long time to gain acceptance. iv) Skeptical: They adopt a product after a majority of people have tried it. PERSONAL INFLUENCE PLAYS A LARGE ROLE IN THE ADOPTION OF A PRODUCT: Personal influence is the effect. the more quickly it will be adopted. iii) Deliberates: They adopt new ideas before the average persons. risk and uncertainty. It is an important factor. They can be classified according to following five groups: i) Innovators: Willing to try new ideas at some risk ii) Early Adopters: Those who adopt new ideas early but carefully.

Style. 2) cycle-recycle patterns and 3) scalloped pattern. Profit are nonexistent in this stage because of the heavy expenses incurred with product introduction. Profit stabilize or decline because of increasing marketing outlays to defend the product against competition. 1 Growth-slump-Maturity Patterns: In it sales grow rapidly when product first introduced and then fell to "petrified" level. Marketer should check the normal sequence of stages in their industry and the average duration of each stage. 2 Cycle-Recycle Pattern: In it the company aggressively promotes its new product and this produces the firs cycle. some brand names have a very long PLC. Fads appears to people who are searching for excitement or who want to distinguish themselves from others. 2 Product Form: follows the standard life-cycle. remains popular for a while. product-form. A fashion tent to grow slowly. and decline very fast. which produces a second cycle. For example jeans are a fashion in today's clothing. And Fad Life Cycles: There are three special categories of product life cycles that should be distinguished  those pertaining to styles. PRODUCT-CATEGORY. 1 Product Category have the longest life cycle. cigarettes. PRODUCT. along with other factors. The petrified level is sustained by the late adopters buying the product for the first time and early adopters replacing the product. A fashion is a currently accepted or popular style in a given field.. and they tend to attract only a limited following. Their acceptance cycle is short. Each new technology satisfies demand in a better way than the previous technology. Fashion. Fads are fashions that come quickly into the public eye. Each of them can have different life cycle. newspapers etc. it can last for generations. 4 Branded Products: can have a short or long product life cycle. Three common alternate patterns are. adopted with great zeal. Researchers have fond six to seventeen different life cycle patterns. product and brand-lifecycle. influence the duration of the fad's. going in and out of vogue. The length of fashion cycle is hard to predict.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-12 Managing Life-Cycle Strategies PRODUCTS LIFE CYCLE:(PLC) The product life cycle is an important concept that provides insight into a product's competitive dynamics. Stages in the Product Life Cycle: To understand the product life cycle one should understand positively that: Product have a limited life. A Style is a basic and distinctive mode of expression appearing in a field of human endeavor. Once the need is identified. Once a style is invented. and decline slowly. Usually the stages are marked where the rates of sales growth or decline becomes pronounced. 2) Growth. sales start declining and the company gives the other promotion push. and 4) Decline. we will firs describe its present concept the demand/technology life cycle. It is difficult to predict whether something will be only a fad or how long a fad will last. PRODUCT-FORM. Demand /Technology Life Cycle: Remember that most products exist as one solution among many to meet a need. each early. The amount of media attention. Fads do not survive because they do not normally satisfy a strong need or do not satisfy well. The changing need level is described by a demand life-cycle curve. profit rise and fall at different stages of the life cycle of the product.g. Product requires different marketing strategies at different stages of their life cycle. Other Shapes of the Product Life Cycle: Not all products exhibit the bell-shaped life cycle. To fully explain the PLC. it is satisfied by some technology. Although many new brands die an early death. If we draw a curve of past sales history of products it will take bell shape and can be divided in to four stages: 1) Introduction. 1 INTRODUCTION: A period of slow sales growth and substantial profit improvement. 3) Maturity. uses or users e. 4 DECLINE: The period when sales show downward drift and profits erode. 1) growth-slump-maturity patterns. 3 Scalloped Pattern: Her sales passes through a succession of cycles based on the discovery of the new product characteristics. Later. Many product categories stays at maturity stage indefinitely e. sales passes through distinct stages. 37 . AND BRAND LIFE CYCLES: The product life-cycle concept can be used to analyze product-category. It is difficult to designate where each stage begins and ends. and are used to name and launch new products. more faithfully than product categories. fashions and fads.g. 2 GROWTH: A period of rapid market acceptance and substantial profit improvements 3 MATURITY: A period of slowdown in sales growth because the product has achieved acceptance by most potential buyers. 3 Product follows either the standard product-life-cycle or one of several variant shapes. nylon's sales shows a scalloped pattern because of the many new uses.

The introduce the new product features and expand the distribution chain. and iii) customer reluctance to change established behaviors. The high promotion acts to accelerate the rate of market penetration.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 1 2 3 The real winner in the fad war are those who recognize them early and can leverage those fads into products with staying power. iv) Increase its distribution coverage and enters new distribution channels. Considering the price and promotion management can pursue one of the four strategies given bellow: i) A Rapid-Skimming Strategy: Launching product at high price and high promotion level. promotion. This stage normally lasts longer than the previous stages. v) Shifting from product awareness advertising to product preference advertising. or to come in later which would make sense that the firm can bring superior technology. The reasons for slow growth may be i) delay in the expansion of production capacity. iii) A Rapid Penetration Strategy: Launching a product at low price and spend heavily on promotion. ii) delay in obtaining adequate distribution i.most buyers are price sensitive Strong potential competition.Market is of limited size. ii) Add new models and flanker products iii) Enters new market segments. . Its characteristics are: Prices remain the same or slightly changes due to change in demand. retail outlets. and customers start switching to other products. and it poses formidable challenges to marketing management. or brand strength. there are no new distribution channels to fill. MARKET STRATEGIES IN THE GROWTH STAGE: To sustain rapid market growth as long as possible following are the strategies: i) improve product quality and adds new product features and improved styling. Firms have to watch for the on set of the decelerating rate in order to prepare new strategies. Maturity Stage: Here the product's rate of sales growth will slow down. quality. MARKETING STRATEGIES IN THE INTRODUCTION STAGE. marketing management can set a high or a low level for each marketing variable (price. Profits increase during growth stage as 1) promotion costs are spread over the large volume and 2) unit manufacturing cost fall faster than price decline.manufacturing cost falls with scale of production and accumulated manufacturing expenses. . Seeing the attractive market opportunities competitors enter in the market. Market is unaware of the product. iv) A Slow penetration strategy: Launch a product at low price with low promotional expenses THE MARKET PIONEERS: Companies while entering in the market must decide either to be first in the market which is highly rewarding but risky. The rate of growth eventually changes from an accelerating rate to decelerating rate.buyers are willing to pay high price potential competition is not eminent. The early adopters like to adopt the product and additional costumers start to buy the product. Companies maintain their promotional expenses. Because it takes time to roll out the product in several markets and to fill the dealer pipelines. This strategy promises to bring about fastest market penetration and the largest market share. MARKETING STRATEGIES IN THE MATURITY STAGE: Some company abandon their weak products. and . This combination is expected to skim lot of profit from the market. High price helps to recover much profit per-unit and low promotion keeps the marketing expenses down. sales growth is slow at this stage. I) Growth maturity: The sales growth rate starts to decline.those who become aware of the product are eager to have it and pay the asking price. Most of the market is aware of the product. . and the product will enter a stage of relative maturity. II) Stable Maturity: Sales flatten on a per capital basis because of market saturation.a large part of the potential market is unaware of the product . distribution. vi) Low down the price to attract the next layer of price-sensitive buyers. Maturity stage can be subdivided in to three phases.the firm faces potential competition and wants to build brand preference. MARKETING STRATEGIES THROUGHOUT THE PRODUCT LIFE CYCLE: Each stage of the product life cycle have an appropriate marketing strategy. and expensive. In launching a new product. ii) A Slow Skimming Strategy: Launching a product at high price and low promotion. This strategy make sense under the following assumptions: . III) Declining Maturity: The absolute level of sales starts to decline. Assumptions are: Market is large. product quality). 38 . Introduction Stage: The introduction stage starts when the new product is launched. The Growth Stage: Marked by rapid climb in sales. Marketers should systematically consider strategies of market product and marketing-mix modification. This strategy makes sense when .e.

c) Marketing-Mix Modification: Product managers might also try to stimulate sales by modifying other marketingmix elements. freight cost absorption. introduce product into new distribution channel. adds message be changed or timing. frequency or size of add be changed? iv) Sales Promotion: Making trade deals. There are many reasons for sales decline including technological advances. rebates. that expand the products versatility. MARKETING STRATEGIES DURING THE DECLINE STAGE: In handling its aging products. more outlets be penetrated. v) Personal Selling: Increase the quality or number of sales-people. volume or early purchase discounts. b) Product Modification: Managers also try to stimulate sales by modifying the product's characteristics through quality improvement. b) Determining Marketing Strategies: Some firms will abandon declining markets earlier than others. or drop it. It must also decide on how much parts inventory and service to maintain for past customers. modify its marketing strategy. and increased domestic and foreign competition. This attitude yields the product-oriented picture rather than a market-oriented picture. All lead to overcapacity. ii) Feature Improvement: aims at adding new features e. cents-off-coupons. speed. iii) Win competitors' Customers: Try to attract the competitors' customers or adopt the brand. The manager responsible for the dubious products fill out the ratting forms showing where they thin sales and profits will go. warranties. Much depends on the exit barriers in the industry. they should ask the following questions: i) Prices: Includes a price cut to attract new tries and users. and finance.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan a) Market Modification: The company might try to expand the market for its mature brand by working with the two factors that make up sales volume. If the fir can't find any buyers. which products are dubious. maturity. gifts and contests. iii) New and more varied uses: The company can try to discover new product uses and convince people to use the product in more varied ways. If the product has strong distribution and residual goodwill. additives etc. The controllers office supplies data. with and without any changes in marketing strategy. or rapid. manufacturing. shifts in consumer tastes. ii) More usage per occasion: try to interest users in using more of the product on each occasion. iii) Advertising: Increase the advertising expenditure. or style improvement. Increase the sales force incentives. ii) Enter new market segments: Try to enter new segments that use the product but not the brand. The demand / technology life cycle requires to take a broader look at the whole market. growth. It might be slow. If so should the list price be lowed or lowered through price specials. or easier credit terms? Or the raise the price to signal higher quality? ii) Distribution: Obtain more product support and display in the existing outlets. Those remaining may reduce the number of products they offer. They may withdraw from smaller market segments and weaker trade channels. As sales decline. and profit erosion. iii) Style improvement: increasing to product's aesthetic appeal. i) Quality Improvement: Aims at increasing the products functional performance its durability. Firms may appoint a product-review committee with representatives from marketing . Here are also three strategies: i) More frequent use: The company can try to get customers to use the product more frequently. feature improvement. size. MARKET EVOLUTION: Firms while viewing product life cycle pay particular attention to product or brand rather than to the overall market. the company can probably sell it to another firm. STAGES IN MARKET EVOLUTION: Like product market evolve through four stages: emergence. taste etc. vi) Services: Like speeding up delivery. and decline. a company faces a number of tasks and decisions. 2 Volume can also be increased by convincing current brand users to increase annual usage of the brand. 1 The company can try to expand the number of brand users in three ways: i) Convert Nonusers: The company can try to attract nonusers to the product. and they may cut their promotion budget and reduce their prices further. a) Identifying the Weak Products: The first task is to establish a system for identifying weak products. Sales may polunge to zero or they may petrify at a low level. The committee develops the system for identify weak products. 4 Decline Stage: The sales of most product forms and brands eventually decline. some firms withdraw from the market. The product-review committee examines this information and makes a recommendation for each dubious product leave it alone. R&D. and credit facility. The remaining firms will enjoy increased sales and profits. safety or convenience. c) The Drop Decision: When a company decides to drop a product. it must decide whether to liquidate the brand quickly or slowly. it faces further decisions. weight. 39 .g. reliability. technical assistance. re-division of sales territories. a computer program analyzes this and helps manager to decide. increased price outing.

4 Tenable: Performing at a sufficiently satisfactory level to continue business but exist in the sufferance of another dominant company and has a less than average opportunity to improve its position. These are summarized bellow: i) POSITION DEFENCE: The most basic idea is to build an impregnable fortification around one's territory. It is not market abandonment but rather giving up the weaker territories. The leader cannot remain passive in the face of a competitor's price cut. and Nichers A firm can occupy any of the following six competitive positions in the target market. or sales-territory invasion. Challengers. The best fours of action then appears to be planned contraction (called strategic withdrawal). and competitors are nibbling away on several fronts. 40 1 2 . promotion blitz. The firm must change or els exit. 3 Expanding Market Share: Market leaders can improve their profitability by increasing their market share. MARKET CHALLENGER STRATEGIES: Second. MARKET LEADER STRATEGIES: If a dominant firm want to remain number one it have to take three actions: 1 Find way to expand total market demand. Followers. one share point is worth tens of millions of rupees. The leader has the strategic choice of meeting the attacker frontly. but first it have to decide as to whom to attack. more usage. There are six defense strategies that dominant firm can use. and reassigning resources to stronger territories. another there and keep everyone off balance. the dominant firm must continuously defend it s current business against rival attacks The leader is like a large elephant being attacked by a swarm of bees. Sustained. 2 Strong: Can take action (without putting in danger its long-term position) regardless competitors action. an effective counterattack is to invade the attacker's main territory so that it will have to pull back some of its troops to defend its territory. 2 Defend its current market share through good defensive and offensive actions. In mobile defense. A company can launch a preemptive defence in several ways. Most market challengers strategic objective is top increase their market share. When a market leader's territory is attacked. 1 Dominant: Control the behavior of other competitors and has a wide choice of strategic option. or launching a pricer movement to cut off the attacking formations from their base of operation. Defending the Market Share: While trying to expand total market size. It requires a decision to attack. will respond with a counterattack.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-13 Designing Marketing Strategies for Market Leaders. ii) New Uses: Expanding market by discovering and promoting new uses for the product iii) More Usage: Convincing people to use more of the product per use occasion. new uses. iv) COUNTEROFFENSIVE DEFENSE: Most market leaders. product improvement. Planned contraction is a move to consolidate one's competitive strength in the market and concentrate mass at pivotal positions. maneuvering against the attacker's flank. v) MOBILE DEFENCE: It involves more than the leader aggressively defending its territory. and lower ranked firms are often called runner up or trailing they can adopt one of the two postures: 1) Attack the leader and other competitors in an aggressive bid for further market share (called market challengers). Or it could begin sustained price attacks. vi) CONTRACTION DEFENSE: Large companies sometimes recognize that they can no longer defend all of their territory. the leader stretches its domain over new territories that can serve as future centers for defense and offense. In many markets. 3 Try to increase its market share further even if market size remains constant. iii) PREEMPTIVE DEFENCE: A more aggressive defense maneuver is to launch an attach on the enemy before the enemy starts its offense against the leader. Defending the Strategic Objectives and Opponent(s) First of all a market challenger have to define his strategic objectives. ii) FLANK DEFENCE: The market leader should not only guard its territory but also erect outposts to protect a weak front or possibly serve as an invasion base for counterattacking. when attacked. like waging guerrilla action against the market by hitting one competitor here. 5 Weak: have unsatisfactory performance but an opportunity exists for improvement. 6 Nonviable: Unsatisfactory performance and no opportunity to improvement. i) New Users: Finding new users for the product and exploring the new markets. third. Their forces are spread too thin. 3 Favorable: Have a exploitable strength and a better-than-average opportunity to improve its position. high-pressure strategies and at retaining the initiative at all times and keeping the competition always on the defensive. Or it could try to achieve a grand market envelopment. 2) They can play ball and not rock the boat (market followers). Expanding the total Market: Expansion can be made by way of new users.

We distinguish among five attack strategies: 1 FRONTAL ATTACK: When a company attacks the opponents strengths rather than its weaknesses. ii) Cloner. what options are available in attacking an enemy? We can make progress by imaging at opponent who occupies a certain market territory. v) Product-innovation strategy: The challenger might pursue product innovation to attack the leader's position. improved service or additional product features. iii) Attack small and regional firms which are not doing the job well. 4 BYPASS ATTACK: Consist of most indirect strategies. Enrichment makes sense where the aggressor commands superior resources and believes that a swift enrichment will break the opponent's will. iii) Prestige-goods Strategy: Launch a higher-quality product and charge a higher price than the leader. but one that does not ignite competitive relation. and endurance. Its success depends on combining several principles to improve its position over time. The follower has to define a growth path. MARKET FOLLOWER STRATEGIES: Many runner-up / followers companies prefer to follow rather than challenge the market leader. The major principle of modern offensive warfare is concentration of strength against weakness. A market follower must know how to hold current customers and win a fair share of new customers. Choosing a General Attack Strategy: Given clear opponents an objective. The strategy offers three lines of approaches diversifying into unrelated products. therefore. The out come depends on who has the more strength. so that the enemy must protect its front. Choosing a Specific Attack Strategy: The above five strategies are very broad. This is not to say that market followers lack strategies. and use lower costs to price more aggressively to gain market share. In such a case a substantial segment that is unnerved or poorly served provide an excellent strategic target. or modern production equipment. and rear simultaneously. and so on. thus giving buyer more choice. The challenger must put together a total strategy consisting of several specific strategies. It must also enter new markets as they open up. 5 GUERRILLA ATTACK: Consist of small intermittent attacks on the opponent's different territories. lower labor costs. The aggressor may offer the market everything the opponent offers and more. Market challengers can choose from several specific attack strategies: i) Price-discount Strategy: Selling a comparable product at a lower price. A follower is often a major target of attach by challengers. Follower duplicates the leader's product and package and sells it on the black market or through disputable leaders.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan i) Attack the Market Leader: This is a high risk but potentially high-payoff strategy and makes good sense if the leader is "falls leader" who is not serving the market. and so on. The cloner emulates the leader's products. The aggressor may attack the strong side to tie up the defender's troops but will launch the real attack at the side or rear. Follower ship is usually not the same as being passive or a carbon copy of the leader. ix) Intensive advertising promotion: Some challengers attack the leader by increasing their expenditure on advertising and promotion. iv) Adapter. Four broad followership strategies can be distinguished: i) Counterfeiter. ii) Attack firms of Its own size: That are not doing the sob and are under-financed. The guerrilla aggressor uses both conventional and unconventional means to attack the opponent. Take the leader's products and adapt or improve them. diversifying into new geographical markets and leapfrogging into new technologies to supplant existing products. ii) Cheaper-goods strategy: The challenger can offer an average or low-quality product at a much lower price. If the runner-up's take any action like lower prices. and are under financed. A challenger can rarely improve its market share by relying only one strategy. intense promotional blitzes. But often the adopter grows into the future challenger. distribution advertising. pricing. But leaders never take lightly any effort to draw away their customers. It involves launching a grand offensive or several fronts. The adapter may choose to sell to different markets to avoid direct confrontation with the leader. vi) Improved-Services Strategy: Offering new or better services to customers. and occasional legal actions. sides. 2 FLANK ATTACK: When the company attacks the others weak points. so that the offer is unrefusable. it must keep its manufacturing costs low and its product quality and services high. It means by passing the enemy and attacking easier markets to broaden one's resource base. iv) Product-proliferation Strategy: Challenger attack the leader by launching a larger product variety. the leader can quickly match these to diffuse the attack. 3 ENRICHMENT ATTACK: An attempt to capture a wide slice of the enemy's territory through a comprehensive blitz attack. iii) Imitator: copies some thing from the leader but maintain differentiation in terms of packaging advertising. MARKET-NICHER STRATEGIES: 41 . Each follower tries to bring distinctive advantages to its target market. The aim is to harass and demoralize the opponent and eventually secure permanent footholds. These include selective price cuts. vii) Distribution-innovation strategy: Discovering or developing new channels of distribution. viii) Manufacturing-cost-reduction strategy: Pursuing lower manufacturing costs than the competitors through more efficient purchasing.

iv) Specific-customer specialists. iii) Customer-size Specialist: The firm concentrates on selling to either small. 42 . xi) Channel Specialists: The firm specializes in serving only one channel of distribution. x) Service specialist: The firm offers one ore more services not available from other firms. is to be a leader in a small market. ix) Quality / price specialists: the firm operates at the low-or high-quality ends of the market. v) Geographic Specialists: The firms sells only in a certain locality. The following specialists roles are open to nichers: i) End-user Specialist: The firm specializes in serving one type of end-use customer.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan An alternative. Small firms commonly avoid competing with larger firms by targeting small markets of littler or no interest to the larger firms. viii) Job-shop Specialist: The firm customize its products for individual customers. Many nichers specialize in serving small customers who are neglected by the majors. vi) Product or product-line specialists: The firm carries or produces only one product or product line. vii) Product-feature specialist: The firm specials in producing a certain type of product feature. or large customers. medium-size. ii) Vertical-level Specialists: The firm specials at some vertical level of the production-distribution value chain. region or area of the world. of being a follower in a large market. The company is then stuck with highly specialized resources that may not have high-value alternative uses. Niching carries a major risk in that the market niche might dry up or be attacked. Niche Specialization: The key idea in nichemanship is specialization. The firm limits its selling to one or a few major customers.

Some plan to stay small. 2 Might not understand the foreign country’s business culture or know how to deal effectively with foreign nationals.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-14 Designing and Managing Global Marketing Strategies The world is rapidly shrinking with the advent of faster communication. A GLOBAL FIRM: is a firm that operates in more than one country and captures (production. What proportion of foreign to total sales will it seek? Most companies start small when the venture abroad. Licensing: In it the licenser licenses a foreign company to use a manufacturing process. There are four types of intermediaries. licensing. and direct investment. DECIDING WHICH MARKET TO ENTER: The company has to define its international marketing objectives and policies. III TRAVELING EXPORT SALES REPRESENTATIVE: The company can send home-based sales representatives abroad to finds business. Direct Export: Companies may deiced to handle their exports. negotiate with them and receives commission it includes trading companies. population and income size and growth are high in the initial countries chosen and Dominant foreign firms can establish high barriers to entry. devalue its currency. Product and communication adoption costs are high. Its broad choices are indirect exporting. IV EXPORT MANAGEMENT COMPANY: A company who agrees to manage a company's export activities for a fee. direct exporting. transportation and financial flaws. it has to determine the best mode of entry. DECIDING HOW TO ENTER: After deciding the target countries. The ways of direct export are given bellow: I DOMESTIC BASED EXPORT DEPARTMENT OR DIVISION: and an export sales manager carries on the actual selling. 5 Customer going abroad requires international services. 5 The foreign country might change its commercial laws. Before going abroad the company must weigh several risks given bellow: 1 The company might not understand the foreign customers preferences an fail to offer competitively attractive products. 2 Higher profit opportunities in foreign market than domestic market. themselves. a company which decides to operate in fewer countries can do so with deeper commitment and penetration in each. DECIDING WHETHER TO GO ABROAD: Most companies prefer to remain domestic if their domestic market were large enough. 4 Company may lacks in managers with international experience. In it the investment and the risk are somewhat greater but so is the potential return. A GLOBAL INDUSTRY: means an industry in which the position of competitors ( in geographic or national markets) are fundamentally affected by their overall global position. The company must decide whether to market in a few countries or many countries. II DOMESTIC-BASED EXPORT AGENT: Who seeks foreign purchasers. 3 When firm needs a larger customer base to achieve economics of scale. joint ventures. viewing foreign operations as a small part of their business. Yet there are several factors that might draw a company into international arena: 1 Global firms attach the company's domestic market and the company wants to counterattack these competitors in their home markets to tie up their resources. II OVERSEAS SALES BRANCH OR SUBSIDIARY: which handles the sales and distribution and might handle warehousing and promotion as well. IV FOREIGN BASED DISTRIBUTORS OR AGENTS: Highiring foreign based distribution and sales agents. trade secrete or other items of value for a fee or royalty. Indirect Export: It is exporting through independent intermediaries. It often serves as a display center and customer-service center. 3 Might underestimate foreign regulations and incur unexpected costs. 43 B C 1 2 3 . They might be given exclusive rights to represent the manufactures in that country or only limited rights. I DOMESTIC-BASED EXPORT MERCHANT: Who buyers the manufacturer's products and then sells them abroad. trademark. 4 To reduce firms dependence on any one market. A company should enter fewer countries when Market entry and control costs are high. III CORPORATIVE ORGANIZATION: The export goods on behalf of several producers and are partly under the control of those producers. or undergo a political revolution and expropriate foreign property. Various methods of licensing are: I MANAGEMENT CONTRACT: When the company exports management services by appointing a manager to help the management of foreign country. Generally speaking. patent. costs and reputation that are not available to purely domestic competitors.

The process is called communication adoption. Promotion: Either adopting some advertising campaigns used in the home market or change them for the local market. There are several levels of adaptation. THE INTERNATIONALIZATION PROCESS In the internationalization process a firm moves through four stages given bellow: 1 No regular export activity. International Division: Involving in several markets by different way. DECISION OF MARKETING ORIGINATION: Depending upon the level of involvement in the international arena. locally in the country in which they are to be soled. iii) Product Innovation i) STRAIGHT EXTENSION: Introducing the product in the foreign market without any change. They have three choices i Setting a uniform price everywhere in local as well as foreign countries. or b) Country Version: iii) PRODUCT INNOVATION: It consists of creating something new. Global Origination: When it becomes impossible to control through international division then they become global organization. promotion. The potential adoptions that firms might make (in respect of their product. Price: Multinationals face several problems in pricing. Product: There are five different product strategies that companies can adopt are i) Straight Extension. price etc. They creates an international division to handle international activities. ii) PRODUCT ADOPTION: Involves altering the product to meet local conditions or preferences. 3 Establishing one or more subsidiaries. as to how much adopt the marketing strategy mix to local conditions. They must had to deal with Price escalation. 4 Establishing of production facilitates abroad.) as they enters foreign markets. IV JOINT VENTURES: Foreign and local investors join together by investing and sharing ownership and control. 2 Export via independent representative. transfer prices dumping charges and gray markets. A company can produce a a) Regional version: naming it on the basis of the region northern version etc. iii Setting a cost based price in each country. ii Setting a market based price in each country. ii) Product Adoption.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan II D 1 2 3 4 E 1 2 3 CONTRACT MANUFACTURING: The manufacturer engages a local manufacturer to product the product on behalf of the company. When international sales expand the company organizes an export department consisting of sales manager and a few assistants. companies may arrange their marketing activities in three ways Export Department: Begins simply by shipping out its goods. and b) Forward Invention: Creating a new product to meet the needs of an other country. III FRANCHISING: A complete form of licensing. The franchiser offers a franchisee a complete brand concept and operating system In return the franchisee invests in the business and pays certain fee to the franchiser. Let us consider them one by one. DECIDING ON THE MARKETING PROGRAM International companies must have to decide. It may be of two types a) Backward Invention: re introducing earlier product. Export to one. licenses to other still make joint venture in the third. Place: Deciding as how the product will reach to the final users. V DIRECT INVESTMENT: Also called direct owner ship of foreign based assembly or manufacturing facilities. How many intermediaries will be involved in the distribution process. It can take two forms that are well adapted to a foreign country's needs. 44 .

and supplies & business services. size. and consistency. PRODUCT-LINE DECISIONS: A product line consist of various product lines. 1 Durability.e. 2 Tangibility. Tangible. are soled to the same customer groups. The Depth: refers to how many variants are offered of each product in the line. raw materials and manufactured materials and parts.e. and unsought goods. lengths.g. refrigerator. 2) equipment. Material and Parts: goods that enter the manufacturer's product completely. Specialty Goods: Goods with unique characteristics and for which the buyer habitually willing to make a special purchasing effort e.g. soap. in the process of selection and purchase. Product Family: All the product classes that can satisfy the core need. depth. Convenience Goods are those goods that the customer usually purchases frequently. clothing machine etc. Durability and Tangibility: According to durability and tangibility there are three groups Nondurable Goods. Basic Benefit: Marketers converts the core benefit into basic product the core benefit in getting a hotel room is the buyer rest & sleep while core benefits include a bed. adding more product variants and deepen its product mix or pursue more product-line consistency or less. PRODUCT HIERARCHY: It stretches from basic needs to particular items that satisfy needs. etc.g. clothing used cars etc. consumed by one or few uses. Unsought Goods: Consumer does not know about and not normally think to buy. salt etc. etc. variable and perishable. Product Class: A group of products within the product family. or some other way.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-15 Product Lines Brands & Packing 1 2 3 4 5 1 2 3 4 5 6 7 FIVE LEVELS OF THE PRODUCT: These five levels constitute consumer value hierarchy: Core Benefit: Is the fundamental benefit that customer really buying. They fall into two classes. price. The can expand its business in four ways i. Services: Intangible. Capital Items: Long lasting goods facilitates developing and managing finished products including two groups 1) Installations. like. inseparable. desk etc.. and 3 Use. Expected Product: A set of characteristics a buyer normally expects while purchasing a product. shopping.g. They can be classified in three coups materials and parts. quality. men’s suits. and with a minimum of-effort. Durable Goods: They are tangible and normally survive many uses. PRODUCT MIX DECISIONS A product Mid is the set of all products and items that a particular seller offers for sale to buyers. Shopping Goods: That the consumer. The Consistency of the product mix refers to how closely related the various product lines are in end use. newspapers. or fall within given price ranges. characteristically compares on such bases as suitability. depending upon whether it wants to acquire a strong reputation in a single field or participate in several fields. are marketed through the same channels. A companies product mix has a certain width. Supplies and Business Services: Short lasting goods and services helps in developing and managing the finished products. Item: A distinct unit in a brand or product line distinguishable by price. by adding new product lines. sociality. distribution channels. These four dimensions of the product mix provide the handles for defining the company's product strategy. and style e. fancy goods like cars. Product Type: A group in product line that share one of several possible forms of a product. bathroom. A consumer buying drill is actually buying a hole. Brand: The name associated with one or more products in the product line. furniture. Industrial Goods Classification: Industrial goods can be classified in terms of how they enter the production process and their relative coastlines. PRODUCT CLASSIFICATION: Marketers traditionally classified product on the basis of the varying product characteristic i. soap. Need Family: The core need that under lies the existence of a product family. A product line is a group of products that are closely related because they perform a similar function. There are seven levels of product hierarchy. capital items. 45 1 2 3 . Product Line: A group in product class performing some functions. towels. Augmented Product: That meets the customer's desires beyond their expectations. immediately. production requirements. Consumer Goods Classification: Consumer buy a vast array of goods we can classify them among convenience. The Length of product mix refers to the total number of items in its product mix. Each product type has an appropriate marketing-mix strategy. etc. e. Consumption System: The way the purchaser performs trying to accomplish the benefits by using the product. e. The Width refers of product mix refers to how many different product lines the company caries.

It can be a name. legal protection and the risk that the product may prove unsatisfying to the user? On the other hand branding gives the user several advantages: 1 Brand name makes it easier for the seller to process orders and track down problems. the line might need to be modernized. sign. and services to the buyers. Branding Decision: The Brand or Not To Brand: While branding the products the management have to review two things the costspackaging. There are two occasions for pruning. or a combination of them. Product Line Length: The product line manager should have to maintain a the optimal product-line length. benefits. symbol. washing machines. WHAT IS A BRAND: A brand is a name. Line Pruning: Product-line managers must periodically review items for pruning. advertising. 3 Customer is satisfied and would incur costs by changing brand. since customers expect them to carry the brand. The key decisions are discussed in the following section. 2 Customer is satisfied. 2 The company will have more trade leverage in bargaining with distributors and retailers. Line Stretching: When a company lengthen its product line beyond its current range. Or may feature a high-end item to lend prestige to the product line. A product line is too short if the manager can increase profits by adding times. 2 Benefits: A brand is more that a set of attributes. No reason the change the brand. BRAND DECISIONS: In developing a marketing strategy for individual products. the seller is granted exclusive rights to the use of the brand name in perpetuity. In essence.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan Each product line is usually managed by a different executive. upward. Product-Line Market Profile: The product line manager must also review how the product line is positioned against competitors' product lines. The weak items can be identified through sales and cost analysis. Thus it differs from other assets like patents and copyrights. or both ways. Few customers are brand-loyal. Branding is a major issue in product strategy. The company uses one ore more of these attributes to advertise the product. trademark. 4 The company can more easily launch brand extensions since the brand name carries high credibility. in mind of the buyer. the seller has to confront the branding decision. a brand identifies the seller or maker. the line is too long if the manager can increase profit by dropping items. Five levels of customer attitude towers their brand from lowest to highest: 1 Customer will change brands. 1 Attributes: A brand first bring some characteristics of the product. 5 The brand offers the company some defense against fierce price competition. 4 Culture: The brand may represent a certain culture . labeling. stoves. A brand can convey up to six levels of meanings. Customers are not buying attributes . or design. 46 . 5 Personality: The brand can also project certain personality. logo. Under the trademark law. Line Featuring: The product line manager typically selects one or a few items in the line to feature. 3 Value: The brand also conveys something about the producers values. The manager should concentrate on producing the higher-margin items. CHALLENGES IN BRANDING: Banding poses several challenges to the marketer. The brand marketer must figure out the specific groups of buyers who are seeking these values. The concept and measurement of Brand Equity: Brands vary in the amount of power and value they have in the marketplace. The company can stretch its line downward. 3 The company can charge a higher price that its competitors because the brand has higher perceived quality. A brand is a seller's promise to consistently deliver a specific set of features. It may be an overhaul by piecemeal or all at once. and other appliance. especially for price reasons No brand loyalty. 5 Customer is devoted to the brand. which have expiration dates. The best brand convey a warranty of quality. they are buying benefits. 4 Customer values the brand and sees it as a friend. One is when the product line includes deadwood that is depressing profit. or other symbol. 6 User: The brand suggest the kind to consumer who buyouts or uses the product. Managers might feature low-end promotional models to service as traffic builders. The other occasion for product pruning is when the company is short of production capacity. Line Modernization: Even when product-line length is adequate. Intended to identify the goods or services of one seller or group of sellers and to differentiate them from those of competitors. Examples or product line are a company manufacturing Consumer Appliances like refrigerators. High brand equity provides a number of competitive advantages: 1 The company will enjoy reduced marketing costs because of the high level of consumer brand awareness and loyalty. Product Line Analysis: The product line manager needs to know the percentage of total sales and profits contributed by each item in the line.. term.

and prestige of better packages. New brands: When a company launches products in a new category. packaging also includes the label and inserts. Or customer preferences may shift. the company may have to reposition it later. PACKAGING: PACKAGING includes the activities of designing and producing the container or wrapper for a product. PACKAGING AND LABELING DECISIONS: Many marketers have called packaging a fifth P alongwith price. protection and identification of the product. In recent times packaging has become a potent marketing tool. Brand-Repositioning Decision: However well a brand is positioned in a market. multi brands. and make a favorable overall impression. meant for the members of distribution channels. cartons crates. PACKING: refers to the providing overall container. dependability. The company can introduce line extensions. is which two or more will-know brands are combined in an offer. 3 Branding gives the seller the opportunity to attract a loyal and profitable set of customers. if any. new brands and co-brands. colors. Multi brands: A company will often introduce additional brands in the same product category. Well-designed packages can create convenience value for the consumer and promotional value for the producer. added ingredients. such as new flavors.) for handling. 47 . Brand loyalty gives sellers some protection from competition and greater control in planning their marketing program. describe the product's features. Line Extensions: When the company introduces additional items in the same product category under the same brand name. 4 Innovation opportunity: Innovative packaging can bring large benefits to consumers and profits to producers. A competitor may launch a brand next to the company's brand and cut into its market share. and snowmobiles. distribution and identification of products in commercial quantities. Brand-Sponsor Decision: A manufacturer has several options with respect to brand sponsorship The product may be launched as a manufacturer's brand (sometimes called nationals brand) a distributor's brand (also called retailer. house or private brand) or a licensed brand name Brand Name Decision Manufacturer who decide to band their products must choose which brand names to use. 5 Strong brands help build the corporate image. protection. Various motives are there for it i. (boxes. a bottle. 4 Branding helps the seller segment markets. usually with new features. to establish different features or appeal to different buying motives. In the case of co-packaged products. It is the immediate wrapping or covering provided alongwith the product to facilitate handling. and so on. marine engines. When the present brand image is not likely to help the new product. Brand Extensions: Using existing brand name to launch a product in a new category. In broader sense. each brand hopes it might be reaching a new audience by associating with the other brand. store. However these two terms are being used interchangeably. product place and promotion.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 2 The sellers brand name and trademark provide legal protection of unique product features. lawnmowers. 2 Consumer Affluence: Rising consumer affluence means consumers are willing to pay a little more for the convenience. It must attract attention. snow-bowers. Co-brands: A rising phenomenon is the appearance of co-branding (also called dual branding). and some treat it as an element of product strategy. Four strategies are available here: 1 Individual Brand names 2 Blanket family name for all products 3 Separately family names for all products 4 Company trade name combined with individual product names Brand Strategy Decision: A company have five choices when it comes to brand strategy. etc. motorcycles. appearance. making it easier to launch new brands and gain acceptance by distributors and consumers. Various tools have contributed to the growing use of packaging as a marketing tool: 1 Self-service: An increasing number of products are sold on a self-service basis in super markets and discount houses. 3 Company and Brand Image: Companies are recognizing the power of well-designed packages to contribute to instant recognition of the company or brand. For example Honda uses its company name to cover such different products as its automobiles. etc. create consumer confidence. The package must perform many of the sales tasks. which competitors would otherwise be likely to copy. leaving the company's brand with less demand. it may find that non of its current brand names are appropriate. package sizes. Each brand sponsor expects that the other brand name will strengthen band preference or purchase intention. companies are better off creating new brand names. forms. brand extensions. large commercial users or industrial consumers.e. a can or and container which goes alongwith the product into the hands of the ultimate users. It may be a box.

or something else. specifications. origin. Sellers must label their products.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan Developing an effective package for a new product requires several decisions. materials . handling. Even if the seller prefers a simple label.e. type. decisions must be made on additional packaging elements i. Once a packaging concept has be determined. Should the package's main function be to offer superior product protection. Not many labels are to carry all this information at one place. size. Packaging concept defines what the package should be or do for the particular product. model or the method of using. suggest certain qualities about the product or the company. color. Package might include up to three levels of material Primary package (like bottle). The label might carry only the brand name or a great deal of information. The first task is to establish packaging concept. maintaining or servicing the product. quality. shape. The label may be a simple tag attached to the product or an elaborately designed graphic that is part of the package. size. color. introduce a novel dispensing method. text and brand mark. characteristics. Secondary Package (Cardboard box) or shipping package( containing dozens of packages of packed product) Labeling: It is a subset of packaging. It is a piece of written communication informing the user of the product about its name. 48 . the law may require additional information.

quantities sold. 49 1 2 . the companies stay in business. maximum current revenue. A nonprofit hospital may aim for full cost recovery in its pricing. iv) Total Expenditure Effect: Buyer is less sensitive for price if the amount of expenditure is less as a part of their total income. Selecting the Pricing Objective: The company first has to decide what it wants to accomplish with particular product offer. As long as prices covers the variable cost and some portion of fixed cost. In a normal case they are inversely related. The firm has to consider many factors in setting its pricing policy. vi) PRODUCT QUALITY LEADERSHIP: A company might aim to be the product quality leader in the market. There are six types of objectives a company can pursue survival. In the following paragraphs. ii) MAXIMUM CURRENT PROFIT: Many companies set the price that will maximize current profit. maximum sales growth. iv) MAXIMUM SALES GROWTH: Some companies want to maximize unit sales they believe that a higher sales volume will lead to lower unit costs and higher long-run profit. To do so. v) End-benefit effect: Buyers are less price sensitive if the expenditure is smaller as compare to the total end benefit of the product. 5)selecting a pricing method. It makes sense under the following conditions a) a sufficient number of buyers have a high current demand: b) the unit cost of producing a small volume are not so high that they cancel the advantage of charging what the traffic will bear. or product-quality leadership. vii) Sunk Investment Effect: Buyer is less price sensitive when the product its to be used in connection with asset previously bought. The first step in estimating demand is thus understanding the factors that affect the buyers price sensitivity: i) Unique Value Effect: Buyers is less price sensitive if the product is more distinctive. 2) When it introduces its regular product in a new distribution channel or geographical area. viii) Price Quality Effect: Buyers are less price sensitive when the product is assumed to have more quality. 2) determining demand. It is also called market penetration pricing. assuming the market is price sensitive. 4) analyzing competitors' costs. Then its major objective shall be to survive. and offers. Factors affecting price Sensitivity : The demand curve shows the market’s purchase rate at alternative prices. prestige or exclusiveness. They examine the estimated demand under different price levels and set that price at which the profit or cash inflow is maximum. If the objectives of the organization are clear it will be easy to set price. iii) MAXIMUM CURRENT REVENUE: Revenues maximization requires estimating only the demand function. knowing that it must rely on private gifts and public grants to cover the remaining costs. Methods of Estimating Demand Curves: Most companies make some attempt to measure their demand curves. and other factors to estimate their relationship. Is sums the reactions of many individuals who have different price sensitivities. ii) Substitute Awareness Effect: Buyer is less sensitive if he knows less about substitutes. i) SURVIVAL: If the company is working with over capacity. 3) estimating costs. v) MAXIMUM MARKET SKIMMING: Means setting high prices to "skim" the market. they can use several methods. iii) Difficult Comparison Effect: Buyer is less sensitive if they cannot compare the quality of product with other product. we will describe a six step procedure for price setting: 1) selecting the pricing objective. or in intense competition or changing consumer wants.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-17 Designing Pricing Strategies and Programs SETTING PRICE: A firm must have to set its price on three occasion. vi) Shared-Cost Effect: Buyer is less price sensitive when part of the cost is born by other parties. and 6) selecting the final price. 1) First time when it develops new product. Determining Demand: Each price will lead to different level of demand. Many managers believe that revenue maximization will lead to long-run profit maximization and market share growth. and 3) when it enters or bids on new contract work. ix) Inventory Effect: Buyers are less price sensitive when they cannot store the product. vii) OTHER PRICING OBJECTIVES: Non profit and public organizations may adopt a number of other pricing objectives. maximum current profit. A university aims for partial cost recovery. maximum market skimming. i) Statistically analyzing the existing data on past prices. Profits are less important than survival. c) The high initial price does not attract more competitors to the market d) the high price communicates the image of a superior product. They cut prices to keep the plant running and the inventories turnover. prices. They set the lowest price. However it is only a short run objective the firm must have to lean as how to add value.

distributing. GOING RATE PRICING: Basing price on competitors price. or elastic. As a Function of Accumulated Production: Change of costs due to different levels of production. They also change as a result of a concentrated effort by the company's designers. Company may select any pricing method that includes one or more of these three considerations. for market leaders and for low-cost product. As a Function of Differentiated Marketing Offers: Different buyers want different terms. Selecting a Pricing Method: Now the organization will be ready to select a price. COST BEHAVIORS: At different product ion Levels: Management should know how cost vary with different levels of production. 50 . If the firm's offer is superior. ii) The influence of Other Marketing Mix Elements on Price: The final price must take into account the brands quality and advertising relative to competition. VALUE PRICING: Charge a fairly how price for a high quality offering. and purchasing agents to reduce them. then the firm will have to price close to the competitor or lose sales. slower moving items. i) Psychological Pricing: Many consumers use price as an indicator of quality. The firm which is making more production can charge low costs because of the expertness of the workers. fixed and variable. Analyzing competitors Costs Prices and Offers: Within the range of possible prices determined by the market demand and costs competitors' costs. TARGET RETURN PRICING: A price which yields organization target rate of return on investment. PERCEIVED VALUE PRICING: In it marketer see the buyers perception of value not the sellers cost as a key to pricing. Some wants daily delivery some wants weakly and some wants monthly with the consideration of saving which results the company in different costs. Selecting the Final Price: Pricing methods arrows the pricing range. engineers. The pricing method will then lead to a specific price. The company wants to charge a price that covers its costs of producing. iii) Asking buyers to state how many units they would buy at different proposed prices. items with high storage and handling costs. There are three major considerations in price setting 1) cost 2) competitors prices and 3) prices of substitutes. specialty items. It will be some where between one that is too low to produce profit and that is too high to produce enough demand. In considering the final price following additional factors should be considered. Then they set the competitive price of the product from this they deduct profit margin and this leaves the target cost they must have to achieve. and demand-inelastic items. Price Elasticity of Demand: Marketers need to know how responsive. Target Costing is a Japanese technique. it can use them a s an orienting point for its own pricing. a) Brands with average quality but high relative advertising budgets were able to charge premium prices. TYPES OF COSTS: A company's costs take two forms. Following are the price setting methods. demand would be to a change in price. acquire competitors' price lists. buy competitors' product and take it apart. Systematically carry the prices of several products sold and observed the results. Markups are generally higher on seasonal items ( to cover the risk of not selling). The company can send out comparison shoppers to price and assess competitors' offers.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 3 4 5 i) ii) iii) iv) v) vi) 6 ii Conduct price experiments. SEALED-BID PRICING: In it the firm basis its price on expectations of how competitors will price their products. Conversely brands with low quality and low advertising charred the lowest prices. b) Brand with high relative quality and high relative advertising obtained the highest prices.. and alternative approach is to charge different prices in similar territories to see how sales are affected. With research they determine product desired functions. Estimating Costs: Demand sets a ceiling of the price while costs sets the floor. the firm can charge more than the competitor. and selling the product. If the firm’s offer is inferior the firm is not able to charge more than the competitors. including a fair return for its effort and risk. They are collectively called as total cost and when they are divided in to units are called average cost. MARK UP PRICING: A most elementary pricing method is to add a standard markup to the product's cost. c) The positive relationship between high prices and high advertising held most strongly in the later stages of the product life cycle. Therefore a company have to make activity-based cost accounting instead of standard cost accounting. Markups vary considerably amend different goods. and ask buyers how they perceive the price and quality of each competitor's offer. If the firm’s offer is similar to a manor competitor's one . Target costing: Costs change with production scale and experience. It say that the price should represent the high value offered to consumers. Companies also charge when hidden or highly variable costs are involved. Once the company is aware of competitors' prices and offers. prices and possible price reactions help the firms establishing where to set its prices.

selling and record keeping. Manufacturers of main product often price them low and set high markups on the supplies. iv) DISCRIMINATORY PRICING: When company sells one product at two or more prices that do not reflect a proportional difference in costs. d) Low Interest Financing: Instead of decreasing price the company offer customers low-interest financing. e) Longer Payment Terms: Sellers stretch their loans over longer periods and thus lower monthly payments. Moreover whether the price will be revived in hard cash or in other items in payment which cause counter trade. d) Seasonal Discount: For out of season products. The price steps should take into account cost differences between different lines.g. 5) byproduct pricing. cities and countries. They charge a fixed fee plus a variable usage fee. c) Image pricing: Pricing same product at two different levels based on image differences. b) Quantity Discount: Discount allowed for large purchases.. because companies must have to decide which item is to include in the sticker price and which to offer as options. iv) Impact of Price on Other parties: Management should also consider the reaction of parties to the contemplated price. 3) captive-product pricing. Either to charge high price to distant customers or low price to increase the volume of sales. iii) PROMOTIONAL PRICING: Companies uses several pricing techniques to stimulate early purchase. 4)two-part pricing. ii) PRICE DISCOUNT ALLOWANCE: Most companies reward customers for 1) early payment 2) volume purchased and 3) off season buying. lower admission fee for children and higher for the senior citizens.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan iii) 7 Companies Pricing Policy: The contemplated price must be consistent with company pricing policies. Management must decide on pricing steps to establish from one line to the next. 2 Compensation Deal: Some percentage is received in cash and remaining in goods. It can take several forms: a) Customer Segment pricing: Different customer groups are charged different prices for the same product. b) Product Form Pricing: Different versions of the product are priced differently. in any of the following ways. d) Two-part pricing: Service firms often engage in this type of pricing. or hour. The techniques are : a) Loss Leader Pricing: Selling at less than cost to increase sales. In such a case the firm searches for a set of prices that maximize the profits on the total product mix. 3 Buyback Arrangement: The seller sells the plant and technology and agrees to accept partial in cash and partial payment in the products manufactured with that equipment. b) Optional-feature pricing: Many companies offer optional products or features alongwith their main product. e. V) PRODUCT PRICING MIX: The pricing logic must be modified when the product is a part of productmix. Pricing these options is sticky problem. a) Cash discounts: For early payment. Thus telephone users pay a minimum monthly fee plus charges for calls beyond a certain limit.g. c) Captive product pricing: Some products require the use of ancillary or captive product. customer evaluations of different features. e) Time pricing: Prices are varied by season. e) Allowances: Are other types of reductions from price such as at the time of launching new product. day. b) Special-event pricing: Like Eid and Christmas c) Cash Rebates: for a special time period. How will the distributors and deals feel about it? will the company sales force be silting to sell at that price or complain that the price is too high? How will competitors react to Adopting the Price: Companies usually not set a single price but sets a pricing structure reflecting i) GEOGRAPHICAL PRICING: Pricing in different location. Many companies set up a pricing department to develop pricing policies and establish approve pricing decisions. razor and blades camera and camera films etc. COUNTERTRADE FORMS: 1 Barter: Direct exchange of goods. 2) optional-feature pricing. a) Product line Pricing: Companies normally develop product lines. g) Psychological Discounting: Putting an artificially high price on product and then offering it at substantial savings. and 6) product-bundling pricing. c) Functional Discount: For performing certain functions such as storing. f) Warranties and service contracts: The company can promote sales by adding a free warranty offer or service contract. 51 . We can distinguish six situations involving product-mix pricing: 1) product line pricing. rather than single product. e. 4 Offset: Seller received full amount in cash but agrees to spend a substantial amount of that in that country. d) Location Pricing: When same product is priced differently at different locations even though the cost of offering at each location is the same. and competitors’ prices.

On the other hand an increase in price may seem them that the item is hot and might be unobtainable if it is not bought soon. Initiating Price Cuts: There are many circumstances which lead a firm to cut its prices: a) Excess Plant capacity: and additional revenues cannot be generated without price reduction. while they hardly notice higher prices on low-cost items that they buy infrequently. Companies often raise prices by more than the cost increase in anticipation of further inflation or government price controls. While passing on price increases to the customers. This strategy also involves high risks: i) Low quality trap: Consumers will assume that the quality is below that of the higher priced competitors. INITIATING AND RESPONDING TO PRICE CHANGES: After developing price strategies. Since customers may not have planned to buy all of the components. or may do both. They may treat it as a decrease in quality or strength of the company. f) Product-building Pricing: When the sellers bundle their products at a set price with some saving. if competitors forces it to do so. competitors. because customer will turn against the price gougers when the market softens. The possibilities include the following: I) Shrinking the amount of product instead of raising the price. b) Declining Market Share: When companies found that they are loosing their market share. Reactions to Price Changes: Any price change can effect the customers. A company might also have to decide whether to raise the price sharply on a one-time basis or to raise it by small amounts several times. Any income earned on the byproducts will make it easier for the company to charge a lower price on its main product. b) Over Demand: When a company cannot supply all of its customers. If the by-products have value to the customer group. distributors. Customers are most price sensitive to products that cost a lot and are bought frequently. Initiating Price Increases: Successful price increase can increase profits considerably if the sales volume is unaffected. Competitors are most likely to react where the number of firms in the industry is small the 52 e) . iv) Reduction of discounts: The company instructs its sales force not to offer its normal cash and quantity discounts. Customers will shift to another lower-price firm that comes along. e) Try to Dominate the Market through Lower Cost: and to increase their market share. ii) Use of escalator clauses: When company requires the customers to pay today’s price and all or any part of inflation increase that takes place before delivery. ii) Substituting less-expensive materials or ingredients. free delivery. v) Using less expensive packaging material or promoting larger package size to keep down packaging cost. or ration supplies to customers. or long warranties. A seller can charge more than competitors and still get the business if the customer can be convinced that the products total lifetime costs are lower. CUSTOMERS’ REACTIONS: Customers often question about the motive behind the reduction or increase in price. and suppliers and may provoke government reaction as well. companies will face situations where they need to cut or raise prices. vi) Reducing the number of models offered. it can raise its prices. ii) Fragile-market-share trap: A low price buys market share but not market loyalty.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan By-product pricing: The production of certain products often results in the development of by-products. to restore their market they have to decries their price. COMPETITORS REACTIONS: A firm changing its price had to be worried about competitors’ as well as customers’ reactions. then they should be priced on their value. The circumstances provoking price increases are: a) Cost Inflation: Rising costs unmatched by productive gains squeeze profit margins and lead companies to regular round to increase prices. such as free delivery or installation. iii) Shallow-pockets trap: High priced competitors may also cuts their price and may have longer staying power because of deeper cash reserves. In over demand situation price can be increased in several ways: i) Adoption of delayed quotation pricing: When company does not fix the price of its product until it is finished or delivered. this practice is called anticipatory pricing. iii) Unbundling of goods and services: The company maintains its price but removes or prices separately one or more elements that were par of the former offer. such as installation. iii) Reducing or removing product features to reduce cost. Other ways of Responding High Costs: There are some ways that a company can respond to high costs or demand without raising prices. the savings on the price bundle must be substantial enough to induce them to buy the bundle. vii) Creating new economy brands. iv) Removing or deducing product service. the company needs to avoid the image of a price gouge.

• the market price and quality sensitivity. The company under attack has to consider • the product’s stage in the life cycle. If it cannot find any way it have to meet the price reduction. When the attacking firms product is comparable to the leaders. Maintain price: The leader maintain its price and profit margin . Reduce Price: The leader might drop its price to the competitor’s price. • its importance in the company’s product portfolio. • the behavior of costs with volume. services. Launch low-price fighter line: One of the best responses is to add lower-price items to the line or to create a separate lower-price brand. The leader at this point has several options: 1. It could stress the relative quality of its product over that of the low-price competitors.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan product is homogeneous. and c) it would be hard to rebuild market share one it is lost. 5. b) it would lose market share because the market is price sensitive. The firm should search for ways to enhance its augmented product. This is necessary if the particular market segment being lost is price sensitive. the firm has little choice but top meet a competitor’s price cut. Responding to Competitors’ Price Changes: How should a firm respond to a price change initiated by a competitor? In markets characterized by high product homogeneity. The problem is complicated because the competitor can put different interpretations on a company price cut and take such action which may surprises the company. It could improve its product. its lower price will cut into the leader’s share. and the buyers are highly informed. and • the company’s alternative opportunities. and c) it could regain market share when necessary. Increase price and improve quality: The leader might raise. • the competitor’s intentions and resources. believing that: a) It would lose too much profit if it reduced its price b) it would not loose to much market share. 2. 53 . 4. When there are several competitors the company must estimate each close competitor’s likely reaction. Before reacting the firm need to consider the following issues: 1) Why did the competitors change the price? 2) Does the competitor plan to make the price change temporary or permanent? 3) What will happen to the company’s market share and profits if it does not respond? 4) What are the other competitors and other firms’ responses likely to be to each possible reaction? Market leaders often face aggressive price cutting by smaller firms trying to build market share. and communications. Raise perceived quality: The leader could maintain price but strengthen the value of its offer. When it believes a) its cost fall with volume. The best response varies with situation. 3.. its price and introduce new brands to market the attacking brand.

Channel Levels: Each intermediary that performs work in bringing the product and its title closer to the final buyer constitutes a channel level. competitors and other actors. iv) PRODUCT VARIETY: The assortment breadth provided by the marketing channel. TV. Its major types are door-to door sales. A three-level channel involving three levels of intermediaries. and possession gaps that separate goods and services from those who need or want them. place. The market intermediaries make up a marketing channel. 2 If direct marketing is not feasible 3 The producers who establish their own channels can often earn a greater return by increasing their investment in their main business (Production of the goods). Since the produce and the final customer both perform work. why. Channel Functions and Flows: A marketing channel performs the work of moving goods from producers to consumers. 2 Promotion The development and dissemination of persuasive communications designed to attract customers to the offer. Members of the marketing channel perform a number of dye functions: 1 Information: The collection and distribution of marketing research information about potential and current customers. Channels produce five channel out puts: I) LOT SIZE: It is the number of units that the marketing channel permits a typical customer to purchase on a occasion. when and how target customers buy) is the first step in designing the marketing channel. the greater the service output level that the channel must provide. 5 Risk taking: The assumption of risks connected with carrying out the channel work. The smaller the size. mail order. 1 They have lack of financial resources to carry out direct marketing. Several intermediaries play a role in backward channels e. selling and manufacturer-owned stores. They must also understand the service output levels desired by the customers the types and levels of services that people want and expect when they purchase a product. where. they are part of every channel. manufactures have to decide what is ideal. 3 Negotiation: The attempt to reach final agreement on price and other terms so that transfer of ownership or possession can be effected.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER-18 Selecting and Managing Marketing Channels Between the producer and the final user stands the marketing channel. One can also talk about backward channels. CHANNEL-DESIGN DECISIONS: In designing marketing channels. 7 Payment: Buyers’ payment of their bills to the sellers through banks and other financial institutions. Designing of a channel system calls for: 1)analyzing customer needs. 1 Analyzing Customers’ Desired Service Output Levels: Understanding (what. 8 Title: The actual transfer of ownership from one organization or person to another. recycling centers.g. Obviously different channels are set up for household buyers and the resale purpose buyers. 2)establishing channel objectives. telemarketing. By using the number of intermediary levels we designate the length of a channel. trash collection specialists. Why Intermediaries Used: Producers gain several advantages you the use of intermediaries. It overcomes the time. 54 . iii) SPECIAL CONVENIENCE: The degree to which the marketing channel makes it easy for customers to purchase the product. A two-level channel contains two intermediaries. ii) WAITING TIME: The average time that customers of that channel wait for receipt of the goods. A zero-level channel (Also called direct marketing). Channel normally describe a forward movement of products. what is feasible. trash-recycling brokers etc. and 3) identifying and evaluating the major channel activities. It is the recycling of solid wastes. In consumer markets they are typically a wholesaler and a retailer. A one-level channel One selling intermediary. 6 Physical possession: The successive storage and movement of physical products from raw materials to the final customers. consist of a manufacturer selling directly to the final customer. WHAT ARE THE MARKETING CHANNELS: Marketing channels are the sets of interdependent organizations involved in process of making a product or service available for use. and what is available. softdrink intermediaries. such as retailer. 4 Financing: The acquisition and allocation of funds required to finance inventories at different levels of the marketing channel. They are also called trade channel or distribution channel.

The agents may concentrate on the customers who buy the most. Used by the old and new companies seeking to obtain distributors. ii) TERMS AND RESPONSIBILITY OF CHANNEL MEMBERS: The producer must determine the rights and responsibilities of the participating channel members. adequate margins. b) Distributors’ territorial Rights: Distributors want to know where and under what terms the producer will enfranchise other distributors. Channel arrangements must also be modified over time. c) Mutual services and responsibilities: must be carefully spelled out. Using a sales agency poses a control problem. individual intermediaries must be selected. especially in franchised and exclusive-agency channels. Most marketing managers believe that company sales force will sell more and some believes that sales agency could conceivably sell more than a company sales force. the channel members must make some degree of commitment to each other for a specified period of time.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan v) SERVICE BACKUP: The added services like. provided by the channel. because it is an independent business firm seeking to maximize its profit. iii) ADAPTIVE CRITERIA: To develop a channel. repairs. the producer needs to seek channel structures and policies that maximize control and ability to change marketing strategy swiftly. When the consumer requires a great deal of location convenience. i)TYPES OF INTERMEDIARIES: The firm needs to identify the types of intermediaries available to carry on its channel work. 1 Selecting Channel Members: 55 . ii) the number of intermediaries needed. They are of following three types: a) Company Sales Force: Expand the companies direct sales force. conditions of sale territorial rights. It is used to maintain a great deal of control over the service level and service outputs offered by the revelers. ii) CONTROL CRITERIA: The produce must take into account control issues. Three strategies are available a) exclusive distribution. c) Industrial Distribution: Find distributors in different regions and end-use industries. and specific services to be performed by each party. or services. credit. The greater the service backup. b) Manufacturers’ Agency: Higher manufacturers’ agents in different regions or en-use industries to sell the new test equipment. ii) NUMBER OF INTERMEDIARIES: Companies have to decide the number of intermediaries to use at each channel level. motivated and evaluated. channel institutions should arrange their functional tasks so as to minimize total channel costs with respect to desired levels of service outputs. In rapidly changing or uncertain product markets. b) Selective Distribution: It involves the use of more than a few but less than all of the intermediaries. CHANNEL-MANAGEMENT DECISIONS: After choosing a channel alternative. installation. product training and promotional support. control and adaptive criteria. The main elements in the trade relations mix are price policies. not necessarily of the manufacturer’s goods. 3 Identifying the major channel Alternatives: After defining the target market and desired positioning it should identify its channel alternatives. making sure that each channel member is treated respectfully and given the opportunity to be profitable. b) selective distribution. delivery. who will buy and audio device. The first step is to determine whether a company sales force or sales agency will produce more sales. or to develop the different sales force for different industries. 2 Establishing the Channel Objectives and Constraints: Channels objectives should be stated in terms of targeted service output levels. i) ECONOMIC CRITERIA: Each channel can produce different level of sales and costs. the greater the work provided by the channel. Assign sales representatives to territories to contact all prospects in the areas. who are willing to carry a particular product. c) Intensive Distribution: The manufacturer places the goods or services in as many outlets as possible. 4 Evaluating the Major Channel Alternatives: The producer may identify several channel alternatives and have to determine the one best suited to its needs. This strategy is generally used for convenience items. and c) intensive distribution. Give them exclusive distribution. a) Price Policy: the producer establish a price list and schedule of discounts that the intermediaries see as equitable and sufficient. a) Exclusive Distribution: Severely limiting the number of intermediaries handling the company’s goods. Effective channel planning requires determining which market segments to serve and the best channels to use in each case. A channel alternative is described by three elements i)the types of available intermediaries. Several market segments desire differing service outputs. Each alternative needs to be evaluated against economic. iii) the terms and responsibilities of each channel participant. These commitments invariably lead to a decrease in the producer’s ability to respond to a changing marketplace. Under competitive conditions.

and e) reputation. wholesaler(s). and cooperation in promotional and training programs. They will want to evaluate intermediaries on the basis of : a) Number of years in business. It produces better results than coercive power but can be overrated. Modification becomes necessary when existing channel is not working as planned. Recently the market channels have grown as 1) vertical. a promise of exclusive or selective distribution will draw a sufficient number of applicants and some producers have to work hard to get qualified intermediaries. Modifying Channel Arrangements: A producer must do more than design a good channel system and set it into motion. Vertical Marketing Systems: It is a challenge for the conventional marketing channels. consumer buying patterns change. the market expands. Some producers have no trouble in recruiting intermediaries. whole seller(s) and retailer(s) acting as a unified system. A vertical marketing system (VMS). b) the other lines carried by them. the wholesaler. and retailer(s). One channel member owns the others or franchises them or has so much power that they all cooperate. innovative distribution channel emerge and the product moves into later stages in the product life cycle. i) CORPORATE VERTICAL MARKETING SYSTEM: Combining successive stages of production and distribution under single ownership. iv) EXPERT POWER: Can be applied when the manufacturer has special knowledge that the intermediaries value. even if this goal reduces profit for the system as a whole. The VMS can be dominated by the producer. ii) REWARD POWER: When the manufacturer offers intermediaries an extra benefit for performing specific acts or functions. d) solvency of the intermediary.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 2 3 4 1 Different producers attract qualified intermediaries differently within the chosen channel. This power is quit effective if the intermediaries are highly dependent upon the manufacturer. c) Franchise Organizations: A channel member called a franchiser might link several successive stages in the production-distribution process. This is an effective form of power. 56 . v) REFERENT POWER: occurs when the manufacturer is so highly respected that intermediaries are proud to be identified with it. if intermediaries would perform poorly without this help. this basis of power weakens The manufacturer must continue to develop new expertise so that the intermediaries will want to continue cooperating. The manufacturer feels it has this right and the intermediaries have this obligation. new competitions arises. conflict. The system will require periodic modification to meet new conditions in the marketplace. and 3)multi-channel marketing systems. by contrast. Once the expertise is palled on to the intermediaries. comprises the producer. The producer has to determine the required characteristics of better intermediaries. pre-engineered to achieve operating economies and maximum market impact. iii) CONTRACTUAL VERTICAL MARKETING SYSTEM: It is consist of independent firms at different levels of production and distribution integrating their programs on a contractual basis to obtain more economise and sales impact than they could achieve alone. A conventional marketing channel comprises an independent producer. We will see how these systems cooperate. Evaluating Channel Members: The producer must periodically evaluate intermediaries’ performance against such standards as sales-quota attainment. Each is a separate business entity seeking to maximize its own profits. There are three types of VMS: I) corporate. Following are some ways to motivate them: I) COERCIVE POWER: When the manufacturer threatens to withdraw a resource or terminate a relationship if intermediaries fail to cooperate. average inventory levels. 2)horizontal. It is a professionally managed and centrally programmed networks. c) growth and profit records. Contractual VMSs are of three types: a) Wholesaler sponsored voluntary chains: Wholesales organize voluntary chains of independent retailers to help them compete with large chain organizations. Motivating Channel Members: A manufacturer must have to motivate the intermediaries to do their best fob. treatment of damaged and lost goods. b) Retailer Cooperatives: Retailer might take the initiative and organize a new business entity to carry on wholesaling and possibly some production.. It is favored by companies that desire a high level of control over their channels. ii) ADMINISTERED VERTICAL MARKETING SYSTEM: Coordinate successive stages of production and distribution not through common ownership but through the size and power of one of the members. and 3) contractual. d) cooperativeness. Manufacturers of a dominant brand are able to secure strong trade cooperation and support from revelers. and compete. CHANNEL DYNAMICS: Distribution channels do not stand still. iii) LEGITIMATE POWER: When the manufacturer requires a behavior that is warranted by the contract. ii) administered. or the retailer. and new channel systems evolve. New wholesaling and relating institutions emerge. customer delivery time.

2) the channel cost will be lower. 1) increased market coverage. and 3) is the more customized selling. know-how. production or marketing resources to venture alone. or it is afraid of the risk. (See Lesson Notes for this chapter at page 24) 57 .Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 2 3 Horizontal Marketing Systems: In it two or more unrelated companies put together resources or programs to exploit an emerging marketing opportunity. Each company lacks the capital. The companies might work with each other on a temporary or permanent basis or create a separate company. By adding more channels companies can gain three important benefits. Multi-channel Marketing System: It occurs when a single firm uses two or more marketing channels to reach one or more customer segments.

must use promotion tools that support and reinforce its image positioning. and competition.arlet’s shopping expectations. 3)Limited-service retailing and 4) Full. 58 1 2 3 1 2 3 4 5 6 1 2 3 4 5 6 7 8 9 . New store types emerge to meet widely different consumer preferences for service levels and specific services. PRICE DECISION: It is the key positioning factor and must be decided in relation to the target market. thereby reducing the inventory costs and risks to suppliers and customers. nonbusiness use. Third: the government deals with wholesalers and retailers differently in regard to legal regulations and taxes. 1) Selfservice retailing. Wholesaling excludes manufacturers and farmers because they are engaged primarily in production. Retail organizations achieve many economies of scale. Wholesaling. Retailer Marketing Decisions: Retailers have to make marketing decisions about 1) target market. department stores. or convenience? PRODUCT . 3) automatic vending. They may also help their supplier by providing training and technical services. convenience stores. issue money-saving coupons. A retailer or Retail Store is any business enterprise whose sales volume comes primarily from retailing. and obsolescence. and 4)buying services. WHOLESALING: Wholesaling includes all the activities involved in selling goods or services to those who buy for resale or business use. NONSTORE RETAILING: It is growing much faster than store rtailing. PROMOTION DECISION Retailers use a vide range of promotion tools to generate traffic and purchases. Non-store retailing falls into four major categories: 1) direct selling. and wholesalers usually cover a large trade area than retailers. 6) promotion and 7) place. the product-and-service-assortment mix. Risk Bearing: Wholesaler absorb some risk by taking title and bearing the cost of theft. and Market logistics RETAILING: Retailing includes all the activities involved in selling goods or services directly to final consumers for their personal. Wholesalers differ from retailers in a number of ways: First: Wholesalers pay less attention to promotion. Management Services and Consultancy They help retailers in improving their operations.. discount stores. and location because they are dealing with business customers rather than final consumers. Non store retailing. SERVICE AND STORE ATMOSPHERE DECISION: Retailer must also decide on the services mix to offer customers. 2) direct marketing.19 Managing Retailing. 21) product assortment and procurement. Second: Wholesale transactions are usually larger than retail transactions.service retailing. All retailers would like to charge high markups and achieve high volumes. 3) services and store atmosphere. Warehousing: He hold inventories. Each retailer. and it excludes retailers. Financing: They finance their customers by granting them credit. RETAIL ORGANIZATIONS Although many retail stores are independently owned. Types of Retailers: Store retailing. STORE RETAILING: The most important retail-store types fall into eight categories specialty stores. They place ads. TARGET MARKET DECISION: Should the store focus on upscale. atmosphere. wholesalers are used when they are more efficient in performing one or more of the following functions: Selling and promoting: They provide a sales force who helps the producer to reach many small business customers at a relatively low cost. super stores. spoilage. and increasing number are falling under some form of corporate retailing. 2) Self-selection retailing. training their employees and telling them about layouts and displays. supermarkets. Why are whole-salers used ? Manufacturers could by pass them and sell directly to retailers or final consumer. thus saving the customers considerable work. Market Information: Supply information to the manufacturer and the customers. location and location.ASSORTMENT AND PROCUREMENT DECISION: The product assortment must match the target . or downscale shoppers? Do they want variety assortment depth. midscale. damage. etc. It is a key tool for differentiating one store from another. and Retail Organizations. but usually the two do not go together. runs special sales. Bulk Breaking: He achieve savings for their customers through buying in large carload lots and breaking the bulk into smaller units. and catalog showrooms. off-price retailers. Retailers in most product categories can position themselves as offering one of four levels of services. and finance their supplier by ordering early and paying their bills on time. PLACE DECISION: There are three keys to the success are location. In general . 5) price. Buying and assortment building: Wholesalers are able t select items and build the assortments where customers need. Transportation: They provide quicker delivery to buyers because they are closer to the buyers than the manufacturer.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan Chapter .

The number of stocking locations must strike a balance between customer service levels and distribution cost. WAREHOUSING: Every company has to store its finished goods until they are sold.” Unfortunately. It is necessary to shorten the order-toremittance cycle. A storage facility is necessary because production and consumption cycle rarely mach. 3) Inventory. ORDERING PROCESS: Market logistics begins with a customer order. Objectives of Market Logistics: Some companies state their market-logistics objectives as “getting the right goods to right places at the right time for the least cost. 4) Transportation. 2) Warehousing. The longer the cycle takes. on-time delivery performance. Physical distribution starts at the factory.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan 1 2 3 4 MARKET LOGISTICS: The process of getting goods to customers has traditionally been called physical distribution. The storage function helps to smooth discrepancies between desired quantities and timing to the market. Market-Logistics Decisions: There are four major decisions that must be made with regard to market logistics 1) Ordering Process. and controlling the physical flows of materials and final goods from points of origin to points of use to meet customer requirements at a profit. the lower the customer’s satisfaction and the lower the company’s profits. implementing. INVENTORY: It is a major market logistics which effect the customers satisfaction. TRANSPORTATION: Transportation choices will affect product pricing. Market Logistics: involves planning. The company has to decide the number of stocking locations. Managers try to choose a set of whorehouses and transportation carriers that will deliver produced goods to final destinations in the desired time and at the lowest total cost. all of which will affect customer satisfaction 59 . and the condition of the goods when they arrive. this objective provides little practical guidance.

There are three types of appeals rational. ideas and impressions that a person holds regarding an object. particular publics or the general public. Designing the Message: Having defined the desired audience response. better race relations. knowledge. The communicator’s job is to build conviction among interested customers. Here we will discuss the marketers behavior in six buyer-readiness states  awareness. and other features. the communicator has to choose words.20 Designing and managing integrated marketing communications DEVELOPING EFFECTIVE COMMUNICATION: There are eight steps in developing an effective total communication and promotion program. Ideally. when to say. high satisfaction. IMAGE ANALYSIS: Image is the set of beliefs. and color. conviction and purchase.. 3) design the message. how they feel about it? If they look favorably it is necessary to find out why and then develop a communication compaign to shore up favorable feelings. management search for an appeal. how to say it. the message should gain attention. If the message is to be carried of the radio. In determining the best message content. b) Knowledge: When the target audience might have product’s awareness but not much more. performance. which may be potential buyers of the product. The target audience will critically influence the communicator’s decisions on what to say. and 8) manage and coordinate the integrated marketing communication process. groups. c) how to say it symbolically (message format). They may weight for information or plan to act later. equal right for women. voice qualities etc. If the message is to be carried on television or in person. and who should say it (message source MESSAGE CONTENTS. idea. that the product is their best choice. The communicator will promote the product’s quality. Determining the Communication Objectives: The marketing communicator must decide on the desired audience response. The communicator must lead these consumers to take the final step. or influencers. The audience could be individuals. where and to whom to say. and moral. then all of the above elements plus body language have to be planned. identification. i) Rational Appeals: to the audience’s self interest. the communicator move to developing an effective message. or unique selling proposition. the communicator’s task is to build awareness. and favorable word-of-mouth. • If the issue is simple or the audience is intelligent. The communicator can check on the compaign’s success by measuring audience preferences again after the compeign. preference. The marketing communicator must 1) identify the target audience. Identifying the Target Audience: A marketing communicator must start with a clear target audience in mind. This task can be accomplished with simple messages repeating the product’s name. If the message is written the communicator has to decide on the headline. Conclusion drawing might cause negative reactions in the following situation: • If the communicator is untrustworthy. value. c) Linking: If the target members know the product.. Formulating the message will require solving four problems: 1) what to say (message contents). e) Conviction: A target audience might prefer a particular product but not develop a conviction about buying it. or reason why the audience should think about or investigate the product. emotional. They are often used to exhort people to support social causes. Presenters have to pay attention to 60 1 2 3 a) b) c) . such as a cleaner environment. iii) Moral Appeals: are directed to the audience’s sense of what is right and proper. People’s attitude and actions toward an object are highly conditioned by that object’s image. 4) select the communication channels. MESSAGE FORMAT: The communicator must develop a strong format for the message. some members of the target audience might have conviction but not quit get around to making the purchase. They show that the product will produce the claimed benefits. In this case the communicator must try to build consumer preference. 2) determine the communication objectives. d) Preference: The target audience might like the product but not prefer it to others. a) Awareness: When most of the audience is aware of the object. This amounts to formulating some kind of benefit. hold interest.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER . theme. copy. liking. and aid to the disadvantaged. current users. arouse desire and elicit action. f) Purchase: Finally. MESSAGE STRUCTURE: The effectiveness of the message depends upon its structure as well as its contents. motivation. 2) how to say it logically (message structure). • if the issue is highly personal. the marketer may want its target audience to know about the organization and the product. Some early experiments supported stating conclusions for the audience rather than allowing the audience to reach its own conclusions. 5) establish the total promotion’s results. ii) Emotional Appeals: Attempt to stir up negative or positive emotions that will motivate purchase. which may be a purchase.

they all offer three distinctive benefits. • Invitation: They include a distinct invitation to engage in the transaction now. over the telephone or through the mails. broadcast media. • Communication: Gain attention and usually provide information that may lead the consumer to the product. 1) personal and non personal Win each are found many sub channels: I) PERSONAL COMMUNICATION CHANNELS: It involves two or more persons communicating directly with each other. It have three distinctive benefits: • Personal confrontation: It involve an interactive relationship between two or more persons. gestures. and action. the communicator has to pay attention to color. and v) direct marketing. size and shape. even if the response is a polite “thank you. The buyer has a greater need to attend and respond. and estimating the costs of performing these tasks. or respond. • Ability to catch buyers off guard: Public relations can reach many prospects who prefer to avoid sales people and advertisements. Media: Consist of print media. Industries and companies vary considerably in how much they spend on promotion. texture. d) OBJECTIVE-AND-TASK METHOD: In it the marketers develop their promotion budgets by defining their specific objectives. 5 Establishing the total Promotional Budget: A most difficult marketing decision. Personal communication channels derive their effectiveness through the opportunities for individualizing the presentation and feedback. 6 Deciding on the Promotion Mix: Companies face the task of distributing the total promotion budget over the five promotional tools  i)advertising. Selecting the Communication Channel: The communicator must select efficient channels of communication to carry the message. iii)public relations and publicity. Advertising is able to carry on only a monologue in front of.” 61 . Communication channels are of two broad types. ii)sales promotion. Their are four common methods used to set a promotion budget a) the affordable method. • Dramatization: Like advertising. dress. a) AFFORDABLE METHOD: Setting promotion budget at what company think that it can afford. The message gets to the buyers as news rather than as a sales-directed communication. The audience does not feel obligated to pay attention. c) Amplified expressiveness: Advertising provides opportunities for dramatizing the company and its product throughout the artful use of print. person to audience. It leads to an uncertain annual promotion budget. ii) SALES PROMOTION: Although the sales-promotion tools are highly diverse. scent. Most non personal messages come through paid media. It also allows the buyer to receive and compare the message of various competitors. sound. conviction. In many cases many different channels must be used. c) COMPETITIVE-PARITY METHOD: Some companies set their promotion budget to achieve share-of voice parity with their competitors. iii) PUBLIC RELATIONS AND PUBLICITY: The appeal of public relations and publicity is based on their three distinctive qualities: • High credibility: News stories and features are more authentic and credible to readers than ads. electronic media and display media. iv) sales force. or contribution that gives value to the consumer. determining the tasks that must be performed to achieve these objectives. and color. particularly in building up the customers preference. b)percentage-of-sales method. Each party is able to observe the others’ needs and characteristics at close hand and make immediate adjustments. ranging from a matter-of-fact selling relationship to a deep personal friendship. which makes long-range market communication planning difficult. c)competitive-parity method. public relations has the potential for dramatizing a company or product. not a dialogue with the audience. II) NONPERSONAL COMMUNICATION CHANNELS: They carry messages without personal contact or interaction. b) PERCENTAGE-OF-SALES METHOD: any companies set their promotion expenditures at a specified percentage of sales or of the sales price. d) Impersonality: Cannot be a compelling as a company sales representative. and heir style. inducement. • Response: It makes the buyer feel under some obligation for having listened to the sales talk. atmospheres. • Cultivation: Personal selling permits all kinds of relationship to spring up.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan their facial expression. posture. I) ADVERTISING: Qualities of advertising are a) Public presentation: A highly public mode of communication. This method of setting budgets completely ignores the role of promotion as an investment and the immediate impact of promotion on sales volume. and d)objective-and-task method. and events. They include media. If the message is carried by the product or its packaging. • Incentive: They incorporate some concession. iv) PERSONAL SELLING: is the most cost-effective tool at later stages of the buying process. b) Persuasiveness: It is a pervasive medium that permits the seller to repeat a message many times. d) 4 MESSAGE SOURS: Message delivered by attractive or popular sources achieve higher attention and recall. They might communicate face to face. The sum of these costs is the proposed promotion budget.

Consumergoods companies spend on sales promotion. 2 PUSH VERSUS PULL STRATEGY: A push strategy involves manufacturers making activities (primarily sales force and trade promotion) directed at channel intermediaries.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan v) DIRECT MARKETING: Although their are many forms of direct marketing direct mail. the communicator must measure its impact on the target audience. A pull Strategy: involves marketing activities (primarily advertising and consumer promotion) directed at end users. The goal is to induce the intermediaries to order and carry the product and promote it to en users. and the growing sophistication of consumers. • Customized: The message can be customized to appeal to the addressed individual. Factors in setting the promotion Mix: Companies must consider several factors in developing their promotion mix. followed by personal selling to gain distribution coverage and sales promotion to induce trail. advertising and public relations in that order. Managing and Coordinating Integrated Marketing Communications: Many companies still rely primarily on one or two communication tools to achieve their communication aims This practice persists in spite of the disintegration of mass markets into a multitude of mini-markets.. and their previous and current attitudes toward the product and company. the type of product market in which they are selling. each requiring its own communication approach. Different strategies are: • In the introduction stage. adv. In general personal selling is more heavily used with complex. and risky goods and in markets with fewer and larger sellers. 5 COMPANY MARKET RANK: Top ranking brands drive more benefits from advertising than sales promotions. how they felt about the message. expensive. all the tools can be toned down because demand has its own momentum through word-ofmouth.. 62 . • Up-to-date: A message can be prepared very quickly for delivery to an individual. and so on they all share four distinctive characteristics Direct marketing is: • Nonpublic: The message is normally addressed to a specific person. • Interactive The message can be altered depending on the person’s response. This involve asking the target audience whether they recognize or recall the message. • In decline stage. electronic marketing. the proliferation of new types of media. Business-goods companies spend on personal selling. 4 PRODUCT-LIFE-CYCLE STAGE: Promotional tools also vary in their cost effectiveness at different stages of the product life cycle. • In the growth stage. sales promotion continues strong. sales promotion. advertising personal selling. sales promotion. whether to use a push or pull strategy. Ad and publicity play the most important roles in the awareness stage. 1 TYPE OF PRODUCT KARATE: Promotional tools vary between consumer and business markets. Measuring the Promotion’s Results: After implementing the promotional plan. The purpose is to induce them to ask intermediaries for the product and thus induce the intermediaries to order the product from the manufacturer. and public relations in that order. 3 BUYER-READINESS STAGE: Promotional tools vary in their cost effectiveness at different stages of buyer readiness. what points they recall. • In the maturity stage. and personal selling all grow more important in that order. how ready consumers are to make a purchase. advertising and publicity have the highest cost effectiveness. how many times they says it. the product’s stage in the product life cycle and the companies market rank. adverting and publicity are reduced and sales people give the product only minimal attention. telemarketing. much more important than the roles played by “cold calls” from sales representatives or by sales promotion.

Setting the Objectives: Prior to setting objectives decisions on the target market. ADVERTISING FREQUENCY: The number of repetitions needed to put across the brand’s message to consumers has an important impact on the advertising budget. a) INFORMATIVE ADVERTISING: Carried out heavily in the pioneering stage of a product category. MESSAGE GENERATION: In principle the product’s message major benefits that the brand offers should the be decided as part of developing the product concept. cigarettes. whose manager reports to the vice president of marketing. 4. They builds share by increasing market size requires larger advertising expenditures. Choice of objectives should be based on a thorough analysis of the current marketing situation. where the objective is to build primary demand. Most advertising falls into this category. adv. Sales Promotion. PRODUCT SUBSTITUTABILITY: Brands in accommodate class (e. In small companies. But how does a company know it is spending the right amount? There are five specific factors to consider when setting the advertising budget: 1. b) message evaluation and selection. A large company will often set up its own advertising department. Advertising objectives can be classified according to whether their aim is to inform persuade. Comparative advertising works best when it elicits cognitive and affective motivations simultaneously. Advertising go through four steps to develop a creative strategy: a) message generation. soft drinks) require heavy advertising to establish a differential image. The market positioning and marketing mix strategies define the job that advertising must do in the total marketing program. Deciding on the Advertising Budget: After setting objectives the company can proceed to establish its advertising budget for each product. Choosing the Advertising Message: Advertising compaigns differ in their creativity which is more important than the number of dollars spent Only after gaining attention can a commercial help to increase the brand’s sales. Established brands usually are supported with lower advertising budgets as a ration to sales. is handled by someone in the sales or marketing department.g. c) REMINDER ADVERTISING: is highly important with mature products. who works with and advertising agency. Over time. market positioning and marketing mix are to be made.21 Managing Advertising. b) PERSUASIVE ADVERTISING: It is important in the competitive stage.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan CHAPTER . or services by an identified sponsor. 5. Organizations handle their advertising in different ways. marketing managers must always start by identifying the target market and buyer motives. MARKET SHARE AND CONSUMER BIAS: High-market-share brands usually requires less advertising expenditure as a percentage of sales to maintain their share. 2. COMPETITION AND CLUTTER: In a market with a large number of competitors and high advertising spending. the marketer might want to change the message without changing the product. In developing and advertising program. know as the five Ms: • Mission: What are the advertising objectives? • Money: How much can be spent? • Message: What message should be sent? • Media: What media should be used? • Measurement: How should the results be evaluated? These decisions are further described in the following sections. 3. a company should make sure that it can prove its claim of superiority and that it cannot be counterattacked in an area where the other brand is stronger. c) message execution. Even simple clutter from advertisements not directly competitive to the brand creates a need for heavier advertising. It may be defined as follows: → ADVERTISING is any paid form of nonpersonal presentation and promotion of ideal. A related form of advertising is reinforcement advertising which seeks to assure current purchasers that they have made the right choice. The role of advertising is to increase the demand of the product. or remind. STAGE IN THE PRODUCT LIFE CYCLE: New product typically receive large advertising budgets to build awareness and to gain consumer trial. The company wants to spend the amount required to achieve the sales goal. especially if consumers are seeking new or different benefits format the product. Advertising is also important when a brand can offer unique physical benefits or features. In using comparative advertising. Then they can proceed to make the five major decisions in developing an advertising program. a brand must advertise more heavily to be heard above the noise in the market. and d) message social responsibility review. 63 1 2 3 a) . where a company’s objective is to build selective demand for a particular brand. and Public Relations DEVELOPING AND MANAGING AN ADVERTISING PROGRAM: It is the most common tool used by the organizations to direct persuasive communications to target buyers and publics. goods.

Tone: The Communicator must also choose an appropriate tone for the ad. FREQUENCY.” Shop by turning the pages of the telephone directory. • Personality symbol: Creates a character that personifies the product. Finally. sensory. Theme Creative Copy 7-up is not a cola “The Un-Cola” Let us drive you in our bus instead of driving your car. exclusiveness. A good ad normally focuses on one core selling proposition.” more for our customers. and impact. • Technical expertise: Shows the company’s expertise. deciding on media timing. No claim is made about the product except through suggestion. Larger-size ads gain more attention. the message must be believable or provable. Words: Memorable and attention-getting works must be found. Still. • Life style: Emphasize how a product fits in with a lifestyle. rational. d) SOCIAL-RESPONSIBILITY REVIEW: Advertisers and their agencies must make sure that their “creative” advertising doesn’t overstep social and legal norms. tone. experts. “Let your fingers do the walking. Some ads aim for rational positioning and others for emotional positioning. likable.e. DECIDING ON REACH. the most important of which are the following: • Target-audience media habits: for example. and illustration will make a difference in an ad’s impact as well as its cost. He might visualize (experience) these rewards after intended use. Format: The elements such as ad six. “Take the bus an leave the driving to us. • Scientific Evidence: Presents survey or scientific evidence that the brand is preferred over or outperforms other brands. and deciding on geographical media allocation. All of these elements must deliver a cohesive image and message. frequency. Some proceed inductively by talking to the consumers. • Fantasy: Creates a fantasy around the product or its use. and pride in making the product. frequency and impact. • Slice of Life: Shows one or more persons using the product in a normal setting. such as beauty. The selection of media depends upon desired reach. so we have to do “We try harder. and competitors. and format of executing message. The message must also say something exclusive or distinctive that does not apply to every brand in the product category. Media planner make their choice among these media categories by considering several variables.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan Creative people use several methods to generate possible advertising appeals. The character might be animated (Mr. Creative people must also find a style. The message must first say something desirable or interesting about the product. focus on a hurorous situation rather than on the products themselves. Style : A message can be presented in any of the following different styles. words. • Testimonial evidence: This features a highly credible. abuses may occur. color. A minor rearrangement of mechanical elements within the ad can improve its attention-getting power. 64 . CHOOSING AMONG MAJOR MEDIA TYPES: The media planner has to know the capacity of the major media types to deliver reach. The message should be rated on desirability. in the adds for staples office-supply. • Musical: Uses background music or shows one or more persons or cartoon characters singing a song involving the product. Some companies uses positive tone and almost always avoid humors so as not to take attention away from the message. 4 Deciding on the Media: The next task is to choose advertising media to carry it. equally mundane products. though not necessarily by as much as their difference in cost. Other companies use emotions to set the tone. choosing among major media types.” We don’t rent as many cars. The advertisers can generate a theme for each of the 12 cells as possible messages for the product. Crossing these four types of rewards with three types of experiences generates 12 types of advertising messages. while intended use or in incidental use. social or ego satisfaction. The following themes listed on the left would have had much less impact without the creative phrasing on the right. c) MESSAGE EXECUTION: The message’s impact depends not only upon what is said but also on how it is said. Some creative people user deductive framework for generating advertising message. Buyers are expecting one of the four types of rewards form a product i. In contrast. or expert source endorsing the product. super stores. radio and television are the most effective media for reaching teenagers. clean) or real (Marlboro man). experience. • Mood or image: Evokes a mood or image around the product. dealers. selecting specific media vehicles. Exposures mean the seeking a certain response from the target audience. b) MESSAGE EVALUATION AND SELECTION: The advertisers needs to evaluate the alternative messages. or combinations of them. love or serenity. and believability. Most marketers work hard to communicate openly and honestly with consumers. AND IMPACT: Media selection involves finding the most cost-effective media top deliver the desired number of exposures to the target audience. and public policy makers have developed a substantial body of laws and regulations to govern advertising.

composition. A message containing a great deal of technical data might require specialized magazines or mailings. What counts is the cost-per-thousand exposures rather than the total cost. it can be done before an ad is put into media and after it is printed or broadcast. Portfolio test: ask consumers to view and listen to a portfolio of advertisements. These tests measure an ad’s attention-getting power but re reveal nothing about its impact on beliefs. affective. the easier it is to measure advertising’s effect on sales. Impact of Ad on Brand Switching: Advertising appears effective in increasing the volume purchased by loyal buyers but less effective in winning new buyers. Advertising Effectiveness: A summary of Current Research: Although companies need to do more research into ad effectiveness. Also called copy testing. or preference. heavy amount during the famous programs and lesser amount at other times. Evaluating Advertising Effectiveness: Good planning and control of advertising depends critically on measures of advertising effectiveness. taking as much time as they need. designed to stimulate quicker and greater purchase of particular products/services by consumers or the trade. consumers are then asked to recall all the ads and their content. and Polaroid cameras are best demonstrated on television. such as the product’s features. • Message A message announcing a major sale tomorrow will require radio or newspaper. and especially price have a stronger impact on response that dose advertising. 4. but that the effect was strong only in 30% of the cases. COMMUNICATION-EFFECT RESEARCH: seeks to determine whether an ad is communicating effectively.e. or intentions. Sales Promotion consist of a diverse collection of incentive tools. The direct rating method asks consumer to rate alternative ads. knowledge. The effect of surroundings: Ads may be more effective when their message is congruent with their surroundings. the advertiser who decides to buy 30 seconds of advertising on network television can pay different amounts in relation to program timings. • Cost: Television is very expensive. displays. The media planner relies on media-measurement services that provide estimates of audience size. rather. Micro scheduling Problem: It calls for allocating advertising expenditures within a short period to obtain the maximum impact. mostly short term. availability and competitors’ actions. aided or unaided by the interviewer. cognitive. 65 . read through. Yet both can be searched. 2. The effect of positive versus negative messages: Consumers may sometimes respond more to negative messages than to positive messages. SALES-EFFECT RESEARCH: Communication-effect advertising research helps advertisers assess advertising’s communication effects but reveals little about its sales impact. Advertising’s sales effect is generally harder to measure that its communication effect. yet the amount of fundamental research on ad effectiveness is appallingly small. Advertising versus sales promotions: In a recent study a market-research firm studying the effects of advertising found that 70% of the ad compaigns boosted sales immediately. Macro scheduling Problem: It calls for deciding how to schedule the advertising in relation to seasonal and business-cycle trends. These ratings are used to evaluate an ad’s attention. i. Sales are influenced by many factors besides advertising. while newspaper advertising is relatively inexpensive. 1. They would also like to measure the Ad’s sales effect but often feel it is too difficult to measure. 3. its potential effect on awareness. and media cost. SELECTING SPECIFIC MEDIA VEHICLES: The media planner must next search for the most cost-effective media vehicles within each chosen media type. What sales are generated by an ad that increases brand awareness by 20% and brand preference by 10%. SALES PROMOTION: It is a key ingredient in marketing compaigns. Most advertisers try to measure the communication effect of an ad that is. and behavior strengths. Laboratory Tests: use equipment to measure consumers’ physiological reactions to an ad. features. There are three major methods of advertising pretesting. Audience size has several possible measures. professional researchers have drawn some general conclusions that are useful to marketers. attitudes. DECIDING ON GEOGRAPHICAL MEDIA ALLOCATION: A company has to decide how to allocate its advertising budget over space as well as over time. For example. The company makes “national buys” when it places ads on national TV networks or in nationally circulated magazines. Advertising appears to be unlikely to have some cumulative effect that leads to loyalty. DECIDING ON MEDIA TIMING: In deciding the types of media to use the advertiser faces macro scheduling problem and a micro scheduling problem. price.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan • 5 1 2 3 Product: Women’s dresses are best shown in color magazines. Only 46% of the compaigns appeared to result in a long-term sales boost. The fewer or more controllable these others factors are. Their recall level indicates and ad’s ability to stand out and to have its message understood and remembered.

x) Tie-in Promotions: Two or more companies that team up or coupons. For the sales force objectives include: • encouraging support of a new product or model • encouraging more prospecting. competitive conditions. • attracting Switchers away from competitors’ brands. iv) Price packs: Offering by jointing many units in one place at discounted price v) Premium: (Gift) Providing goods at reasonably low price as an incentive to purchase a particular product. There is a danger Sales promotions yield faster and more measurable responses in sales than advertising does. vii) Patronage Aware: Values in cash or other form that are proportional to one’s patronage of a certain vendor or group of vendors. 1 ESTABLISHING THE SALES-PROMOTION OBJECTIVES: Sales promotion objectives are derived from broader promotion objectives. and each tool’s cost effectiveness. a company must establish its objectives. iii) Cash refund (by the manufacturer to consumer who proves that he has purchased the product). For retailers objectives include • persuading retailers to carry new items and higher levels of inventory. 66 . and specialty advertising. advertising appears to be capable of deepening brand loyalty. xii) Point-of-Purchase Displays and Demonstrations. select the tools. implement and control it and evaluate the results. prizes.g. refunds and contests to increase their pulling power. Sales promotions do not tend to yield new.) trade promotion (prices off.) Purpose of Sales Promotion: Sales promotion tools vary in their specific objectives a free sample stimulates consumer trial. coupons. then what they need to spend in consumer promotion Whatever is left they will budget for advertising. vi) Prizes: offers of the chance to win cash. and • gaining entry into new retail outlets. while a free management-advisory service aims at cementing a long-term relationship with a retailer. The specific objectives set for sales promotion vary with the target market. cross promotions. • encouraging stocking of related items. many marketing managers firs estimate what they need to spend in trade promotion. ii) coupons(certificates to provide buyer some gift who fill and mail the coupon). samples. The promotion planner should take into account the type of market. • encouraging purchase of larger-size units. advertising and display allowances. Trade Promotion Tools: Persuading the retailer or wholesaler to carry the brand. • encouraging off-season buying . Sales promotion includes tools for consumer promotion (e. viii) Free Trails: Invite prospective purchasers to try the product without cost in the hope that they will buy the product ix) Product Warranties: Explicit or implicit promises by sellers that the product will prefer as specified or that the seller will fix it or refund the customer’s money during a specified period. • offsetting competitive promotions. point-of-purchase displays and demonstrations etc. contests for sales reps. xi) Cross promotion: Involve using one hand to advertise another noncompeting brand. which are derived from more basic marketing objectives developed for the product. free trials. Loyal brand buyers tend not to change their buying patterns as a result of competitive promotion. ii) Allowance: An amount offered in return for the retailer’s agreeing to feature the manufacturer’s products in some way. Today. • building trail among nonusers. tie-in promotions. Major Decisions in Sales Promotion: In using sales promotion. 2 SELECTING THE SALES-PROMOTION TOOLS: Many sales-promotion tools are available. Consumer-Promotion Tools: The main consumer promotion tools are I) samples. and stimulating off-season sales. cash refund offers prices off. Its major tools are: I) Price off: A straight discount off the list price on each call purchased during a stated time period. objects includes. sales promotion objectives. long-term buyers in mature markets because they attract mainly del-prone consumers who switch among brands as deal become available.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan Advertising offers a reason to buy while sales promotion offers an incentive to buy. warranties. or merchandise as a result of purchasing something. trips. develop the program protest the program. and free goods) and business and sales force promotion (trade shows and conventions. patronage rewards. • building brand loyalty. For consumer. more than the normal amount.

Product publicity: Sponsoring various efforts to publicize specific products. 1. iii) Specialty Advertising: consist of useful low-cost items bearing the combines name and address and sometimes advertising message. Lobbying: Dealing with legislators and government officials to promote or defeat legislation and regulation. 2. Sales people give these items to prospects. 3. Business and Sales Force Promotion Tools: These tools are used to gather business leads impress and reward customers and motivate the sales force to greater effort. Corporate Communication: Promoting understanding of the organization with internal and external communications. 3 PRESENTING THE SALES-PROMOTION PROGRAM: Al 4 IMPLEMENTING AND CONTROLLING THE SALES PROMOTION PROGRAM: 5 EVALUATING THE RESULTS: PUBLIC RELATIONS: A public is any group that has an actual or potential interest in or impact on a company’s ability to achieve its objectives. Counseling: Advising management about public issues and company positions and image.Notes on Marketing Management Prepared by Muhammad Akhlaq Khan iii) Free goods: Offers of extra causes of merchandise to intermediaries who buy a certain quantity or who feature a certain flavor or size. Public relations departments perform the following five activities. 4. Press relations: Presenting news and information about organization in the most positive light. aimed at including them to increase their sales results over a stated period. This includes advising in the event of a product mishap when the public confidence in a product is shaken. not all of which support marketing objectives. Its major tools are I) Trade Shows and Conventions: Organize annual trade shows. 67 . Public Relations (PR) involves a variety of programs designed to promote and or protect a company’s image or its individual products. 5. ii) Sales Contests: a contest involving the sales force or dealer.

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