Lecture 2
Lecture 2
Lecture 2
Customer Needs
Exchanges and relationships
18
Which customer segment?
19
Designing a Customer-Driven
Marketing Strategy
Marketing Management Orientations
FUNCTIONALITY, APPEARANCE,
QUALITY, PACKAGING, BRAND,
Product
WARRANTY,
SERVICE/SUPPORT
Product
People Promotion
CUSTOMER CONTACT ADVERTISING, PERSONAL
EMPLOYEES, CUSTOMERS, SELLING, PUBLIC
People Promotion
PERSONNEL AND RELATIONS, MESSAGE,
MANAGEMENT MEDIA, BUDGET
30
Preparing an Integrated Marketing
Plan and Program
CRM Case
Study