Company and Marketing Strategy: Partnering to Build Customer Part Marketing and the Marketing Relationships 60 Process 24

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1 Contents Part 1: Defining Marketing and the Marketing Process (Chapters 1-2) Part 2: Understanding the Marketplace and Consumers (Chapters 3-6) Part 3: Designing a Customer-Driven Strategy and Mix (Chapters Part 4: Extending Marketing (Chapters Preface 16 Company and Marketing Strategy: 9 Partnering to Build Customer Part Marketing and the Marketing Relationships 60 Process 24 Marketing: Creating and Capturing 63 Value 24 Strategic Planning: Defining Marketing's Defining a Market-Oriented Mission 63 Setting Company Objectives and Goals 64 Designing the Business Portfolio 65 What Is Marketing? 26 Planning Marketing: Partnering to Build Customer Marketing Defined 27 The Marketing Process 27 Relationships 70 Understanding the Marketplace and Customer Needs 28 Partnering with Other Company Departments 71 Partnering Customer Needs, Wants, and Demands 28 Market others in the Marketing System 72 Offerings- Products, Services, and Experiences 28 Marketing Strategy and the Marketing Mix 72 Customer Value and Satisfaction 29 Exchanges and Customer-Driven Marketing Strategy 73 Developing an Relationships 29 Markets 29 Integrated Marketing Mix 76 Designing a Customer-Driven Marketing Strategy 30 Managing the Marketing Effort 77 Selecting Customers to Serve 31 Choosing a Value Marketing Analysis 77 Marketing Planning 78 Marketing Proposition 31 Marketing Management Orientations 31 Implementation 79 Marketing Department Organization 80 Preparing an Integrated Marketing Plan and Program 34 Marketing Control 81 Building Customer Relationships 34 Measuring and Managing Return on Marketing Investment 81 Customer Relationship Management 34 The Changing Reviewing Objectives and Key Terms 61 Objectives Review Nature of Customer Relationships 38 Partner Relationship 83 Key Terms 62 Discussion and Critical Thinking 62 Management 41 Discussion Questions 84 Critical Thinking Exercises 63 Capturing Value from Customers 41 Applications and Cases 63 Marketing Technology 85 Creating Customer Loyalty and Retention 42 Growing Share Marketing by the Numbers 85 of Customer 42 Building Customer Equity 43 America 86 The Changing Marketing Landscape 44 The Changing Economic Environment 44 The Digital Part 2: Understanding the Marketplace Age 45 The Growth of Marketing 48 Rapid and 90 Globalization 48 Sustainable Call for More social Responsibility Analyzing the Marketing So, What Is Marketing? Pulling It All Together 50 Environment 90 Reviewing Objectives and Key Terms 51 Objectives Review 51 Key Terms 53 Discussion and Critical Thinking 53 The 93 Discussion Questions 53 Critical Thinking Exercises 53 The Company 93 Suppliers 93 Marketing Intermediaries 94 Applications and Cases 54 Marketing Technology 54 Competitors 94 Publics 95 Customers 95 Marketing Ethics 54 Marketing by the Numbers 54 Video Case: The Macroenvironment 96 Zappos 55 Company Case: Abou Shakra Restaurant 55 The Demographic Environment 96 The Economic Environment I The Natural Environment 104 I

2 The Technological Environment The Political and Social The Buyer Decision Process for New Products 178 Environment The Cultural Environment Stages in the Adoption Process Individual Differences in Responding to the Marketing Environment 113 Innovativeness Influence of Product Characteristics on Reviewing Objectives and Key Terms 93 Objectives Review Rate of Adoption Key Terms 94 Discussion and Critical Thinking 94 Reviewing Objectives and Key Terms Objectives Review Discussion Questions Critical Thinking Exercises 95 Key Terms Discussion and Critical Thinking 160 Applications and Cases 95 Marketing Technology Discussion Questions 160 Critical Thinking Exercises Marketing Ethics 95 Marketing by the Numbers 96 Applications and Cases 161 Marketing Technology Video Case: Ecoist 96 Company Case: Xerox Marketing Ethics Marketing by the Numbers Video Case: Goodwill Industries Company Case: Porsche Managing Marketing Information Business Markets and Business Buyer to Gain Customer Insights 122 Behavior 188 Marketing Information and Customer Insights 124 Business Markets 190 Assessing Marketing Information Needs 125 Market Structure and Demand Nature of the Buying Unit Developing Marketing Information 126 Business Buyer Behavior 193 Internal Data Competitive Marketing Intelligence Buying Situations Participants in Marketing Research 128 Business Buying Process Major Influences on Defining the Problem and Research Objectives Business Buyers The Business Buying Process Developing the Research Plan Gathering Secondary E-Procurement: Buying on the Internet Data Primary Data Collection Implementing the Institutional and Government Markets 200 Research Plan 140 Interpreting and Reporting the Findings Institutional Markets 202 Government Markets 203 Analyzing and Using Marketing Information 141 Customer Relationship Management Distributing and Reviewing Objectives and Key Terms 183 Objectives Using Marketing Information 206 Critical Thinking Exercises Other Marketing Information Considerations 144 Technology Marketing Research in Small Businesses and Nonprofit Marketing Ethics 207 Marketing by the Numbers Video Organizations International Marketing Research Public Policy and Ethics in Marketing Research Reviewing Objectives and Key Terms Objectives Review Part 3: Customer-Driven Strategy Key Terms Discussion and Critical Thinking Discussion Questions 128 Critical Thinking Exercises Applications Cases Marketing Technology Marketing Strategy: Marketing Ethics Marketing by the Numbers Video Creating Value for Target 212 Case: Domino's Company Case: Meredith 152 Model of Consumer Behavior 158 Market Segmentation 215 Segmenting Consumer Markets 215 Segmenting Business Markets and Consumer Markets 222 Segmenting International Markets 223 Behavior 156 Requirements for Effective Segmentation 224 Market Targeting 224 Characteristics Affecting Consumer Behavior 159 Segments 225 Evaluating Market Segments 224 Selecting Target Market Cultural Factors Social Factors 162 Personal Differentiation and Positioning 232 Factors Psychological Factors Positioning Maps 232 Choosing a Differentiation and Types of Buying Decision Behavior 174 Positioning Strategy 233 and Delivering the Complex Buying Behavior Dissonance-Reducing Buying Chosen Position 238 Behavior Habitual Buying Behavior Variety-Seeking Reviewing Objectives and Key Terms Objectives Review Buying Behavior 217 Key Terms 240 Discussion and Critical Thinking 218 The Buyer Decision Process 176 Discussion Questions 218 Critical Thinking Exercises 240 Need Recognition Information Search Evaluation Applications and Cases 219 Marketing Technology 219 of Alternatives Purchase Decision Postpurchase Marketing Ethics 241 Marketing by the Numbers 219 Video Behavior Case: Boston Harbor Cruises 241 Company Case: Motors 242

3 Products, Services, and Brands: Pricing: Understanding and Capturing Building Customer Value 246 Customer Value 310 What Is a Product? 248 What Is a Price? 312 Products, Services, and Experiences 249 Levels of Major Pricing Strategies 313 Product and Services 249 Product and Service Customer Value-Based Pricing 313 Cost-Based Pricing 317 Classifications 250 Competition-Based Pricing 321 Product and Service Decisions 253 Other Internal and External Considerations Affecting Price Individual Product and Service Decisions 253 Product Line Decisions 321 Decisions 258 Product Mix Decisions 258 Overall Marketing Strategy, Objectives, and Mix 321 Services Marketing 259 Organizational Considerations 324 The Market and The Nature and Characteristics of a Service 260 Marketing Demand 324 The Economy 327 Other External Factors 327 Strategies for Service Firms 261 Branding Strategy: Building Strong Brands 266 Brand Equity 266 Building Strong Brands 267 Managing Brands 274 Reviewing Objectives and Key Terms 253 Objectives Review Reviewing Objectives and Key Terms 306 Objectives Review 328 Key Terms 307 Discussion and Critical Thinking 307 Discussion Questions 307 Critical Thinking Exercises 329 Applications and Cases 308 Marketing Technology 308 Marketing Ethics 308 Marketing by the 275 Key Terms 254 Discussion and Critical Thinking 254 Numbers 330 Video Case: 309 Company Case: Discussion Questions 254 Critical Thinking Exercise 276 Cath Kidston 331 Applications and Cases 255 j Marketing Technology 255 Marketing Ethics 255 Marketing by the Numbers 255 Video Case: Life Good 277 Company Case: Mavi Jeans 278 Pricing Strategies: Additional Considerations 334 New-Product Development and New-Product Pricing Strategies 336 Product Life-Cycle Strategies 282 Market-Skimming Pricing 336 Market-Penetration Pricing 337 New-Product Development Strategy 284 Product Mix Pricing Strategies 337 The New-Product Development Process 285 Product Line Pricing 338 Optional Product Pricing 338 Generation 285 Screening 287 Concept Captive Product Pricing 338 Pricing 339 Development and Testing 289 Marketing Strategy Product Bundle Pricing 339 Development 290 Business Analysis 291 Product Price Adjustment Strategies 339 Development 291 Test Marketing 292 Discount and Allowance Pricing 340 Segmented Pricing 340 Commercialization 293 Psychological Pricing 341 Promotional Pricing 343 Managing New-Product Development 293 Geographical Pricing 344 Dynamic and Internet Pricing 345 Customer-Centered New-Product Development 293 Team- International Pricing 346 Based New-Product Development 294 Systematic New- Price Changes 347 Product Development 294 New-Product Development in Initiating Price Changes 347 Responding to Price Turbulent Times 295 Changes 350 Product Life-Cycle Strategies 295 Public Policy and Pricing 351 Introduction Stage 297 Growth Stage 298 Maturity Stage 298 Decline Stage 299 Levels 352 Additional Product and Service Considerations 301 Product Decisions and Social Responsibility 301 International Product and Services Marketing 303 Reviewing Objectives and Key Terms 282 Objectives Review Pricing within Channel Levels 352 Pricing across Channel Reviewing Objectives and Key Terms 331 Objectives Review 353 Key Terms 332 Discussion and Critical Thinking 333 Discussion Questions 333 Critical Thinking Exercises 333 Applications and Cases 333 Marketing 282 Key Terms 283 Discussion and Critical Thinking 283 Technology 355 Marketing Ethics 334 Marketing by the Discussion Questions 283 Critical Thinking Exercises 305 Numbers 334 Video Case: 356 Company Case: Applications and Cases 284 Marketing Technology 284 " Amazon vs. Walmart 357 Marketing Ethics 284 Marketing by the Numbers 306 Video Case: Subaru 285 Company Case: Google 307

4 The New Marketing Communications Model 429 The Need Marketing Channels: Delivering communications Customer Value 360 Communication Process 434 Steps in Developing Effective Marketing Communication 435 Supply Chains and the Value Delivery Network 362,, Identifying the Target Audience 436 Determining the The Nature and Importance of Marketing Channels , Communication Objectives 436 Designing a Message 437 How Channel Members Add Value 364 I Number of Channel..,..,,,..., Choosing Media 438 Selecting the Message Source 439 Levels 365 Collecting Feedback 440 Channel Behavior and 366 Organization Vertical Marketing 366 Systems 367 Horizontal Marketing Systems 369 Multichannel Distribution Setting the Total Promotion Budget 440 Shaping the Overall Promotion Mix 443 Integrating the Promotion Mix 445 Systems 370 Changing Channel Organization 370 Marketing Communication 446 Channel Design Decisions 371 Advertising and Sales Promotion 446 Personal Selling 446 Analyzing Consumer Needs 372 Setting Channel Objectives 372 Reviewing Objectives and Key Terms 425 Objectives Review Identifying Major Alternatives 373 Evaluating the Major 447 j Key Terms 426 I Discussion and Critical Thinking 426 I Alternatives 374 Designing International Distribution Channels Discussion Questions Critical Thinking Exercises Channel Management Decisions 375 Applications and Cases 427 Marketing Technology 427 Selecting Channel Members 375 Managing and Motivating Marketing Ethics 449 I Marketing by the Numbers 428 I Video Channel Members 376 Evaluating Channel Members 376, Case: OXO Company Case: Red Bull 450 Public Policy and Distribution Decisions 376 Marketing Logistics and Supply Chain Management 379 Nature and Importance of Marketing Logistics 379 j Goals of Advertising Public Relations 454 the Logistics System 380 Major Logistics Functions 381 j Integrated Logistics Management 383 Advertising 456 Reviewing Objectives and Key Terms 365 Objectives Review Setting Advertising Objectives 457 Setting the Advertising 387 Key Terms 366 Discussion and Critical Thinking 367 Budget 459 Developing Advertising Strategy 459 Evaluating Discussion Questions 367 Critical Thinking Exercises 367 Advertising Effectiveness and the Return on Advertising Applications and Cases 367 Marketing Technology 389 Investment 469 Other Advertising Considerations 470 Marketing Ethics 368 Marketing by the Numbers 368 Video Public Relations 472 Case: Gaviha Gourmet Coffee 368 Company Case: Pandora 390! Major Public Relations Tools 473 Retailing 374 Retailing and Wholesaling 394 Types of Retailers 397 Retailer Marketing Decisions 402 Retailing Trends and Developments 408 Wholesaling 414 Reviewing Objectives and Key Terms 453 j Objectives Review 475 Key Terms 454 Discussion and Critical Thinking 454 j Discussion Questions 476 Critical Thinking Exercise 455 Applications and Cases 455 Marketing Technology 455 Marketing Ethics 477 Marketing by the Numbers 456 Video Case: E*trade 456 Company Case: The Super Bowl 478 Types of Wholesalers Wholesaler Marketing Decisions Trends in Wholesaling Selling Sales Reviewing Objectives and Key Terms 397 ] Objectives Promotion 482 Review Key Terms 398 Discussion and Critical Thinking 398 Discussion Questions 420 Critical Thinking Personal Selling 484 Exercises 399 Applications and Cases 399 Marketing Nature of Personal Selling 484 The Role of the Sales Technology 399 Marketing Ethics 421 j Marketing by the Numbers 400 Video Case: Home Shopping Network 400 Managing the Sales Force 486 Company Case: Leader Price 422 Designing the Sales Force Strategy and Structure 487 Recruiting and Selecting Salespeople 490 Training.... Salespeople 491 Compensating Salespeople Communicating Customer Value:..,... Supervising and Motivating Salespeople Integrated Marketing Communications. * Evaluating Salespeople and Sales Force Performance 496 Strategy 426 Process 497,.... Steps in the Selling Process Personal Selling The Promotion 428,... and Managing Customer Relationships 499 Integrated Marketing Communications 429

5 Sales Promotion 501 and Cases 546 Marketing Technology 546 Marketing Ethics 546 The Rapid Growth of Sales Promotion 502 Sales Promotion Marketing by the Numbers 546 Video Case: Bank 568 Objectives 502 Major Sales Promotion Tools 503 Company Case: Ford 569 Developing the Sales Promotion Program 506 Reviewing Objectives and Key Terms 485 Objectives Review The Global Key Terms 486 Discussion and Critical Thinking 486 j Discussion Questions 486 Critical Thinking Exercise 508 Global Marketing Today 574 Applications and Cases 487 Marketing Technology 487 Looking at the Global Marketing Environment 576 Marketing Ethics 487 Marketing by the Numbers 509 Video international Trade System 576 Economic Environment 578 Case: MedTronic 488 Company Case: Salesforce.com Political-Legal Environment 580 Cultural Environment 581 Deciding Whether to Go Global 583 Direct and Online Marketing: Building Deciding which Markets to Enter 584 Direct Customer Relationships Deciding How to Enter the Market 585 Exporting 585 Joint Venturing 586 Direct 587 The New Direct Marketing Model 516 Deciding on the Global Marketing Program 588 Growth and Benefits of Direct Marketing 517 Product 590 Promotion 592 Price 593 Distribution Benefits to Buyers Benefits to Sellers Channels 593 Customer Databases and Direct Marketing 518 Deciding on the Global Marketing Organization 594 Forms of Direct Marketing 521 Reviewing Objectives and Key Terms 573 Objectives Review Direct-Mail Marketing 521 Catalog Marketing Key Terms 574 Discussion and Critical Thinking 574 Telemarketing 523 Direct-Response Television Marketing 523 Discussion Questions 596 Critical Thinking Exercises 575 Kiosk Marketing 524 Applications and Cases 575 Marketing Technology 575 Online Marketing 525 Marketing Ethics 575 Marketing by the Numbers 597 Video Marketing and the Internet 525 Online Marketing Domains Case: The U.S. Film Industry 576 Company Case: Buick Setting Up an Online Marketing Presence 528 Public Policy issues in Direct Marketing 536 Irritation, Unfairness, Deception, and Fraud 536 Consumer Privacy 537 A Need for Action 537 Reviewing Objectives and Key Terms Objectives Review Sustainable Marketing 604 Sustainable Marketing: Social Responsibility and Ethics Key Terms 518 Discussion and Critical Thinking 518 of Marketing 606 Discussion Questions Critical Thinking Exercises 540 Marketing's Impact on Individual Consumers 606 Marketing's Applications and Cases 519 Marketing Technology 519 Marketing Ethics Marketing by the Numbers 541 Video Other Businesses Case: Home Shopping Network 520 Company Case: EBay 542 Consumer Actions to Promote Sustainable Marketing 613 Part 4: Extending Marketing 546 Competitor Analysis 548 Consumerism Public Actions to Business Actions Toward Sustainable Marketing 618 Competitive 546 Sustainable Marketing Principles Marketing Ethics 623 The Sustainable Company 625 Reviewing Objectives and Key Terms 604 Objectives Review Identifying Competitors 549 Assessing Competitors Key Terms 605 Discussion and Critical Thinking 605 Selecting Competitors to Attack and Avoid 553 Designing a Discussion Questions 605 Critical Thinking Exercises 605 Competitive Intelligence System 555 Applications and Cases 605 Marketing Technology 627 Competitive Strategies 555 Marketing Ethics 606 Marketing by the Numbers 606 Video Approaches to Marketing Strategy 555 Basic Competitive Case: Life Is Good 606 Company Case: International Paper 628 Strategies 557 Competitive Positions 558 Market Leader Strategies 560 Market Challenger Strategies 563 Market Appendix Marketing Plan 633 Follower Strategies 564 Market Nicher Strategies 564 Appendix 2: Marketing by the Numbers 643 Balancing Customer and Competitor Orientations 565 Appendix 3: Marketing Careers 661 Reviewing Objectives and Key Terms Objectives Review 566 Key Terms Discussion and Critical Thinking Discussing Glossary 673 the Concepts 545 Critical Thinking Exercises 567 Applications Index 683