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Slide2Using Boundless Presentations
The Appendix
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About Boundless
Slide4]
Marketing and the Customer Relationship
Marketing and the Customer Relationship
Customer Relationships
Marketing Strategies
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Slide5The Exchange of Value
Customer Relationship Management
Long-Term Relationships: Satisfaction and Loyalty Activities in Marketing Departments The Marketing Concept The History of the Marketing Concept
Modern Trends in Marketing Customer Relationships
Marketing and the Customer Relationship
>
Customer Relationships
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www.boundless.com/business/textbooks/boundless-business-textbook/marketing-and-the-customer-relationship-14/customer-relationships-91/
Slide6The Target Market
The Marketing Mix
Marketing Strategies
Marketing and the Customer Relationship
> Marketing Strategies
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Appendix
Slide8Key terms
CRM An acronym that stands for Customer Relationship Management, or the process of interacting with past, present, and future consumers.customer retention
The act of keeping customers consistently consuming products offered by an organization.Demographic Of or related to the study of human populations, and how they change.grading the process of classification of products into different categories on the basis of quality, size etc.
landing page A web page at which a user first arrives at a website.Market Concept the generation of appropriate market intelligence pertaining to current and future customer needs, and the relative abilities of competitive entities to satisfy these needs; the integration and dissemination of such intelligence across departments; and the coordinated design and execution of the organization's strategic response to market opportunities.Market Orientation implementation of the marketing concept, which is a particular business philosophy.Market Share
Percentage of some market held by a company.Marketing Concept a business philosophy that holds that long term profitability is best achieved by focusing the coordinated activities of the organization toward satisfying the needs of a particular market segment(s).
marketing mix The marketing mix is a business tool used in marketing products. The marketing mix is often crucial when determining a product or brand's unique selling point and is often synonymous with the four Ps: price, product, promotion, and place.Marketing Research
the systematic collection and evaluation of data regarding customers' preferences for actual and potential products and servicesmarketplace The world of commerce and trade.
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Marketing and the Customer Relationship
Slide9oligopoly
an economic condition in which a small number of sellers exert control over the market of a commodityorientation The act of orienting or the state of being oriented.Promotion
Promotion represents all of the methods of communication that a marketer may use to provide information to different parties about the product. Promotion comprises elements such as: advertising, public relations, personal selling and sales promotion.Psychographic Based on individual psychological characteristics, rather than demographic or other factors.social responsibility
A voluntarily assumed obligation toward the good of society at large as opposed to the self alone.standardization the process of setting certain norms or standards for a product with regard to shape, size, color, quantity, quality, weight etcvalue The degree of importance you give to something.
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Marketing and the Customer Relationship
Slide10Target Markets
This is a simple image of three circles, each one smaller within the next. The idea is that a target market is a specific segment of a broader population, filtered through strategically collecting information.
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Wikipedia.
"TAM-SAM-Market.jpg."
CC BY-SA 3.0
https://upload.wikimedia.org/wikipedia/en/f/fd/TAM-SAM-Market.jpg
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Marketing and the Customer Relationship
Slide11Customer Satisfaction Scale
Example of a scale used to gauge customer satisfaction in a survey.
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Wikimedia.
"Customer-satisfaction-scale."
Public domain
http://commons.wikimedia.org/wiki/File:Customer-satisfaction-scale.png
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Marketing and the Customer Relationship
Slide12The Various Components of Marketing
Successful marketing strategies include the consideration of a variety of factors, such as market research and product branding.
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Wikimedia.
"Astore Marketing Plan."
CC BY-SA 3.0
http://commons.wikimedia.org/wiki/File:Astore_Marketing_Plan.jpg
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Marketing and the Customer Relationship
Slide13Value Proposition
This image depicts the point where value opportunity exists.
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Flickr.
"All sizes | Value prop Comments | Flickr - Photo Sharing!."
CC BY
http://www.flickr.com/photos/kristoferbjorkman/7438797868/sizes/m/in/photostream/
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Marketing and the Customer Relationship
Slide14Marketing
Internet marketing
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University of Denver.
"New Media and Internet Marketing Degree Now Offered at University College - DU Profesional Education."
CC BY
http://www.duprofessionaled.com/index.php/2012/01/new-media-and-internet-marketing-specialty-now-offered/
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Marketing and the Customer Relationship
Slide15Modern Trends In Marketing
Modern trends in marketing include relationship marketing, industrial marketing, and societal marketing.
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Orbit Business Loans.
CC BY
http://www.orbitbusinessloans.com/blog/tag/small-business-marketing/
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Marketing and the Customer Relationship
Slide16Where CRM Fits
This image is rather complex, but the intent is quite simple. Within an organization's framework, CRM fits within Business Intelligence. In many ways, CRM is driven by data-oriented conclusions to improve customer outcomes.
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Wikipedia.
"ERP_Modules.png."
CC BY-SA 3.0
https://upload.wikimedia.org/wikipedia/commons/1/12/ERP_Modules.png
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Marketing and the Customer Relationship
Slide17Fedex Billboard
Billboards are a common method of promotion for advertisers.
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Flickr.
"Fedex Billboard."
CC BY 2.0
https://www.flickr.com/photos/mikecogh/5217816138/
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Marketing and the Customer Relationship
Slide18Attribution
Wiktionary.
"retention." CC BY-SA 3.0 https://en.wiktionary.org/wiki/retention
Wikipedia. "Customer relationship management." CC BY-SA 3.0 https://en.wikipedia.org/wiki/Customer_relationship_management
Opensource.com.
"Top 5 open source customer relationship management tools." CC BY-SA 4.0
https://opensource.com/business/14/7/top-5-open-source-crm-tools
Indian Journal of Science and Technology. "A Novel Model for Customer Relationship Management Pathology." CC BY 3.0
http://www.indjst.org/index.php/indjst/article/view/30686
Wiktionary.
"psychographic."
CC BY-SA 3.0
https://en.wiktionary.org/wiki/psychographic
Wiktionary.
"demography." CC BY-SA 3.0 https://en.wiktionary.org/wiki/demographyWikipedia.
"Target market." CC BY-SA 3.0
https://en.wikipedia.org/wiki/Target_marketWikipedia.
"Niche market." CC BY-SA 3.0
https://en.wikipedia.org/wiki/Niche_marketWikipedia. "Target audience." CC BY-SA 3.0
https://en.wikipedia.org/wiki/Target_audienceWikipedia. "Market segmentation." CC BY-SA 3.0 https://en.wikipedia.org/wiki/Market_segmentation
Wikipedia. "Promotion." CC BY-SA 3.0
http://en.wikipedia.org/wiki/Promotion
Wikipedia.
"marketing mix."
CC BY-SA 3.0
http://en.wikipedia.org/wiki/marketing%20mix
Wikipedia.
"Marketing mix."
CC BY-SA 3.0
http://en.wikipedia.org/wiki/Marketing_mix
Wiktionary.
"oligopoly."
CC BY-SA 3.0
http://en.wiktionary.org/wiki/oligopoly
Wikipedia.
"Market Share."
CC BY-SA 3.0
http://en.wikipedia.org/wiki/Market%20Share
Wikipedia.
"Customer satisfaction."
CC BY-SA 3.0
http://en.wikipedia.org/wiki/Customer_satisfaction
Wikipedia.
"Loyalty marketing."
CC BY-SA 3.0
http://en.wikipedia.org/wiki/Loyalty_marketing
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Marketing and the Customer Relationship
Slide19Wikipedia.
"Brand loyalty."
CC BY-SA 3.0 http://en.wikipedia.org/wiki/Brand_loyalty
Wikipedia. "Loyalty business model." CC BY-SA 3.0 http://en.wikipedia.org/wiki/Loyalty_business_model
Wikipedia.
"Marketing Research." CC BY-SA 3.0
http://en.wikipedia.org/wiki/Marketing%20Research
Boundless Learning. "Boundless." CC BY-SA 3.0 http://www.boundless.com//business/definition/market-orientation
Boundless Learning.
"Boundless."
CC BY-SA 3.0
http://www.boundless.com//business/definition/market-concept
Boundless Learning.
"Boundless."
CC BY-SA 3.0 http://www.boundless.com//business/definition/marketing-conceptWikispaces. "commerceshiksha - MARKETING MANAGEMENT-MARKETING, ITS CONCEPTS AND FUNCTIONS."
CC BY-SA
http://commerceshiksha.wikispaces.com/MARKETING+MANAGEMENT-MARKETING,+ITS+CONCEPTS+AND+FUNCTIONSWikipedia.
"Marketing." CC BY-SA 3.0 http://en.wikipedia.org/wiki/Marketing
Wikispaces. "issuesinimc - Market Orientation." CC BY-SA
http://issuesinimc.wikispaces.com/Market+OrientationWiktionary. "landing page." CC BY-SA 3.0 http://en.wiktionary.org/wiki/landing_page
Wiktionary. "social responsibility." CC BY-SA 3.0
http://en.wiktionary.org/wiki/social_responsibility
Wikipedia.
"Societal marketing."
CC BY-SA 3.0
http://en.wikipedia.org/wiki/Societal_marketing
Wikispaces.
"commerceshiksha - MARKETING MANAGEMENT-MARKETING, ITS CONCEPTS AND FUNCTIONS."
CC BY-SA
http://commerceshiksha.wikispaces.com/MARKETING+MANAGEMENT-MARKETING,+ITS+CONCEPTS+AND+FUNCTIONS
Wikispaces.
"commerceshiksha - MARKETING MANAGEMENT-MARKETING, ITS CONCEPTS AND FUNCTIONS."
CC BY-SA
http://commerceshiksha.wikispaces.com/MARKETING+MANAGEMENT-MARKETING,+ITS+CONCEPTS+AND+FUNCTIONS
Wikipedia.
"Relationship marketing."
CC BY-SA 3.0
http://en.wikipedia.org/wiki/Relationship_marketing
Wikipedia.
"Marketing."
CC BY-SA 3.0
http://en.wikipedia.org/wiki/Marketing
Wikipedia.
"Business marketing."
CC BY-SA 3.0
http://en.wikipedia.org/wiki/Business_marketing
Wiktionary.
"orientation."
CC BY-SA 3.0
http://en.wiktionary.org/wiki/orientation
Wikipedia.
"History of marketing."
CC BY-SA 3.0
http://en.wikipedia.org/wiki/History_of_marketing
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Marketing and the Customer Relationship
Slide20Wikipedia.
"Marketing."
CC BY-SA 3.0 http://en.wikipedia.org/wiki/Marketing
Wiktionary. "marketplace." CC BY-SA 3.0 http://en.wiktionary.org/wiki/marketplace
Wiktionary. "value."
CC BY-SA 3.0
http://en.wiktionary.org/wiki/valueWikispaces.
"commerceshiksha - MARKETING MANAGEMENT-MARKETING, ITS CONCEPTS AND FUNCTIONS." CC BY-SA http://commerceshiksha.wikispaces.com/MARKETING+MANAGEMENT-MARKETING,+ITS+CONCEPTS+AND+FUNCTIONS
Wikipedia.
"Value (marketing)."
CC BY-SA 3.0
http://en.wikipedia.org/wiki/Value_(marketing)
Boundless Learning.
"Boundless."
CC BY-SA 3.0 http://www.boundless.com//business/definition/gradingBoundless Learning.
"Boundless." CC BY-SA 3.0
http://www.boundless.com//business/definition/standardizationWikipedia.
"Marketing." CC BY-SA 3.0 http://en.wikipedia.org/wiki/Marketing
Wikipedia. "Marketing management." CC BY-SA 3.0 http://en.wikipedia.org/wiki/Marketing_management
Wikispaces. "commerceshiksha - MARKETING MANAGEMENT-MARKETING, ITS CONCEPTS AND FUNCTIONS." CC BY-SA http://commerceshiksha.wikispaces.com/MARKETING+MANAGEMENT-MARKETING,+ITS+CONCEPTS+AND+FUNCTIONS
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Marketing and the Customer Relationship