PRINCIPLES OF MARKETING
1
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Lecture 1:
2
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value Objectives
Objective Outline
Discuss the major trends and forces that are changing the marketing
landscape in this age of relationships
3
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value Outline
Outline
What is marketing
4
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value What is Marketing
Marketing Defined
Simple definition:
Managing profitable customer relationships
5
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value What is Marketing
Marketing Defined
6
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value What is Marketing
7
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value Understanding the Marketplace and Consumer Needs
Marketing Offers
Markets
8
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value 5 Core Customer and Marketplace Concepts
Wants
The form taken by a human need as shaped by culture and
individual personality
They are described in terms of objects that will satisfy needs
Marketers influence wants
Demands
Human wants that are backed by buying power
9
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value 5 Core Customer and Marketplace Concepts
The above needs become wants when they are directed to specific objects
that might satisfy the need. A Ghanaian needs food but may want Banku
and hot pepper with grilled tilapia. Wants are shaped by one's society and
are described in terms of objects that will satisfy needs. Unlike needs,
wants are unlimited
10
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
5 Core Customer and Marketplace Concepts
Creating and capturing customer value
Market Offerings
Marketing Myopia:
The mistake of paying more attention to the specific products a company
offers than to the benefits and experiences produced by these products
Focus only on existing wants and lose sight of underlying customer needs,
forgetting the fact that product is only the tool to solve consumer problem
Smart marketers look beyond the attributes of the products and services
they sell, and create brand experiences for consumers
11
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value 5 Core Customer and Marketplace Concepts
Exchange:
The act of obtaining a desired object from someone by offering
something in return
Conditions for exchange to take place:
There must be at least two parties
Each party must have something that might be of value to the
other party
Each party is capable of communication and delivery
Each party is free to accept or reject the offer
Each party believes it is appropriate or desirable to deal with the
other party
13
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value 5 Core Customer and Marketplace Concepts
Relationships:
Exist between two parties who grow more trust, are more
knowledgeable and interested in helping each other
Relationship marketing cuts down on transaction costs
and time
Its ultimate outcome is the building of a unique company
asset known as marketing network
Marketing network consist of the company and the firms with
which it has built solid, dependable business relationships
15
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
5 Core Customer and Marketplace Concepts
Creating and capturing customer value
Markets
The concept of exchange and relationships lead to the concept of a market
It consist of all the actual and potential buyers of a product or service who share a
particular need or want that can be satisfied through exchange relationships
The size of a market depends upon the number of persons who exhibit the need,
have resources that interest others, and are willing to offer these resources in
exchange for what they want
16
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
5 Core Customer and Marketplace Concepts
Creating and capturing customer value
Marketing Management
20
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value Designing a Customer-Driven Marketing Strategy
Society (Human
welfare)
21
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value Preparing an Integrated Marketing Programme and Plan
22
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value Building Customer Relationships
23
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value Building Customer Relationships
Relationship Building Blocks: Customer Value and
Satisfaction
Customer perceived value: customers evaluation of the difference between all the
benefits and all the costs of a market offering relative to those of competing offers
Value proposition: intended value at the companys side
Evaluation: subjective and personal; difference among
How we make a purchase decision; select brand with greatest CPV
Customer satisfaction: the extent to which a products perceived performance
matches a buyers expectations
an extent of match, between; highly satisfied and delighted
Higher levels of CS lead to greater customer loyalty, better company
performance in turn
CRM: process of building and maintaining profitable customer relationships by
delivering superior customer value & satisfaction
24
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Building Customer Relationships
Creating and capturing customer value
26
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Capturing Value from Customers
Creating and capturing customer value
29
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Capturing Value from Customers
Creating and capturing customer value
Good fit between offerings and Good fit between companys offerings and
High customers needs; high profit potential customers needs; highest profit potential
profitability
Create profitable transactions and Continuous relationship investment
cease investing next round.
Projected loyalty
31
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Capturing Value from Customers
Creating and capturing customer value
33
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Capturing Value from Customers
Creating and capturing customer value
34
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School
Creating and capturing customer value
The End
THANK YOU
35
GBUS207 Principles of Marketing (First Semester, 2014/15 Academic
Otto Afiuc GIMPA Business School