Sunday, May 27, 2012

1st Lecture: Customer Relationship B2C & B2B

Marketing Definition: Marketing is "the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. 

 For business to consumer (B2C) marketing it is "the process by which companies create value for customers and build strong customer relationships, in order to capture value from customers in return". 

 For business to business (B2B) marketing it is creating value, solutions, and relationships either short term or long term with a company or brand. It generates the strategy that underlies sales techniques, business communication, and business developments. 

It is an integrated process through which companies build strong customer relationships and create value for their customers and for themselves.

Create value for Customers and build customer relationships:
Needs wants and demands are a part of basic marketing principles. Though they are 3 simple worlds, they hold a very complex meaning behind them along with a huge differentiation factor. In fact, A product can be differentiated on the basis of whether it satisfies a customers needs, wants or demands. Each of them is discussed in detail in this article
Needs -Human needs are the basic requirements and include food clothing and shelter. Without these humans cannot survive. An extended part of needs today has become education and healthcare. Generally, the products which fall under theneeds category of products do not require a push. Instead the customer buys it themselves. But in todays tough and competitive world, so many brands have come up with the same offering satisfying the needs of the customer, that even the “needs category product” has to be pushed in the customers mind.
Example of needs category products / sectors – Agriculture sector, Real Estate (land always appreciates), FMCG, etc.
Wants – Wants are a step ahead of needs and are largely dependent on the needs of humans themselves. For example, you need to take a bath. But i am sure you take baths with the best soaps. Thus Wants are not mandatory part of life. You DONT need a good smelling soap. But you will definitely use it because it is your want. In the above image, the baby needs milk but it WANTS candy icon smile Needs wants and demands
Example of wants category products / sectors – Hospitality industry, Electronics, Consumer Durables etc, FMCG, etc.
Demands – You might want a BMW or a Mercedes for a car. You might want to go for a cruise. But can you actually buy a BMW or go on a cruise? You can provided you have the ability to buy a BMW or go on a cruise. Thus a step ahead of wants is demands. When an individual wants something which is premium, but he also has the ability to buy it, then these wants are converted to demands. The basic difference between wants and demands is desire. A customer may desire something but he may not be able to fulfill his desire.
Example of demands – Cruises, BMW’s, 5 star hotels etc.


value proposition is a promise of value to be delivered and a belief from the customer of value that will be experienced. A value proposition can apply to an entire organization, or parts thereof, or customer accounts, or products or services.

Creating a value proposition is a part of business strategy. Strategy is based on a differentiated customer value proposition and satisfying customers is the source of sustainable value creation.
Developing a value proposition is based on a review and analysis of the benefitscosts and value that an organization can deliver to its customers, prospective customers, and otherconstituent groups within and outside the organization. It is also a positioning of value, where Value = Benefits - Cost (cost includes risk).




Video Case : Dunkin' Donuts



This Is The Place



Welcome to the Principles of Marketing blog. The purpose of this blog is to serve as a communications tool specifically for those of you enrolled in the Universiti Kuala Lumpur British Malaysian Institute for General Studies Elective Subject. Some items discussed in class will be posted here so that they can be easily retrieved and read at your leisure.