Marketing Insights from A to Z E-Book

Philip Kotler

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Sprache: Englisch
• Veröffentlichungsjahr: 2011

Seitenzahl: 253

Beschreibung

The most renowned figure in the world of marketing offers the newrules to the game for marketing professionals and business leadersalike In Marketing Insights from A to Z, Philip Kotler, one of theundisputed fathers of modern marketing, redefines marketing'sfundamental concepts from A to Z, highlighting how business haschanged and how marketing must change with it. He predicts thatover the next decade marketing techniques will require a completeoverhaul. Furthermore, the future of marketing is in company-widemarketing initiatives, not in a reliance on a single marketingdepartment. This concise, stimulating book relays fundamental ideasfast for busy executives and marketing professionals. MarketingInsights from A to Z presents the enlightened and well-informedmusings of a true master of the art of marketing based on hisdistinguished forty-year career in the business. Other topicsinclude branding, experiential advertising, customer relationshipmanagement, leadership, marketing ethics, positioning, recessionmarketing, technology, overall strategy, and much more. Philip Kotler (Chicago, IL) is the father of modern marketing andthe S. C. Johnson and Son Distinguished Professor of InternationalMarketing at Northwestern University's Kellogg Graduate School ofManagement, one of the definitive marketing programs in the world.Kotler is the author of twenty books and a consultant to nonprofitorganizations and leading corporations such as IBM, GeneralElectric, Bank of America, and AT&T.

Leseprobe

Table of Contents

Praise

Title Page

Copyright Page

Dedication

Preface

Introduction

Advertising

Brands

Business-to-Business Marketing

Change

Communication and Promotion

Companies

Competitive Advantage

Competitors

Consultants

Corporate Branding

Creativity

Customer Needs

Customer Orientation

Customer Relationship Management (CRM)

Customers

Customer Satisfaction

Database Marketing

Design

Differentiation

Direct Mail

Distribution and Channels

Employees

Entrepreneurship

Experiential Marketing

Financial Marketing

Focusing and Niching

Forecasting and the Future

Goals and Objectives

Growth Strategies

Guarantees

Image and Emotional Marketing

Implementation and Control

Information and Analytics

Innovation

Intangible Assets

International Marketing

Internet and E-Business

Leadership

Loyalty

Management

Marketing Assets and Resources

Marketing Department Interfaces

Marketing Ethics

Marketing Mix

Marketing Plans

Marketing Research

Marketing Roles and Skills

Markets

Media

Mission

New Product Development

Opportunity

Organization

Outsourcing

Performance Measurement

Positioning

Price

Products

Profits

Public Relations

Quality

Recession Marketing

Relationship Marketing

Retailers and Vendors

Sales Force

Sales Promotion

Segmentation

Selling

Service

Sponsorship

Strategy

Success and Failure

Suppliers

Target Markets

Technology

Telemarketing and Call Centers

Trends in Marketing Thinking and Practice

Value

Word of Mouth

Zest

Notes

Index

Praise forMarketing Insights from A to Z

“The bagwan of Marketing strikes again. Leave it to Phil Kotler to revisit all of our blocking and tackling at just the right time . . . and as all great marketers know: ‘timing is everything. ’ ”

—Watts Wacker Founder and CEO, FirstMatter Author, The Deviant Advantage: How FringeIdeas Create Mass Markets

“Wide-ranging, readable, pithy, and right on target, these insights not only are a great refresher for marketing managers but should be required reading for all nonmarketing executives.”

—Christopher Lovelock Adjunct Professor, Yale School of Management Author, Services Marketing

“Kotler tackles the formidable challenge of explaining the entire world of marketing in a single book, and, remarkably, pulls it off. This book is a chance for you to rummage through the marketing toolbox, with Kotler looking over your shoulder telling you how to use each tool. Useful for both pros and those just starting out.”

—Sam Hill Author, Sixty Trends in Sixty Minutes

“This storehouse of marketing wisdom is an effective antidote for those who have lost sight of the basics, and a valuable road map for those seeking a marketing mind-set.”

—George Day Geoffrey T. Boisi Professor of Marketing, Wharton School of Business

“Here is anything and everything you need to know about where marketing stands today and where it’s going tomorrow. You can plunge into this tour de force at any point from A to Z and always come up with remarkable insights and guidance. Whatever your position in the business world, there is invaluable wisdom on every page.”

—Stan Rapp Coauthor, MaxiMarketing andMax-e-Marketing in the Net Future

“A nourishing buffet of marketing wisdom. This is a book to which you will return many times after the initial reading.”

—Leonard Berry Distinguished Professor of Marketing, Texas A&M University Author, Discovering the Soul of Service

Copyright © 2003 by Philip Kotler. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

Published simultaneously in Canada.

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Library of Congress Cataloging-in-Publication Data:

Kotler, Philip.

Marketing insights from A to Z : 80 concepts every manager needs to know / Philip Kotler.

p. cm.

ISBN 0-471-26867-4

1. Marketing. I. Title.

HF5415 .K63127 2003

658.8—dc21 2002014903

To all those who have worked in business and marketing with a passion to satisfy customer needs and enhance customer and societal well-being.

Preface

My 40-year career in marketing has produced some knowledge and even a little wisdom. Reflecting on the state of the discipline, it occurred to me that it is time to revisit the basic concepts of marketing.

First, I listed the 80 concepts in marketing critical today and spent time mulling over their meanings and implications for sound business practice. My primary aim was to ascertain the best principles and practices for effective and innovative marketing. I found this journey to be filled with many surprises, yielding new insights and perspectives.

I didn’t want to write another 800-page textbook on marketing. And I didn’t want to repeat thoughts and passages that I have written in previous books. I wanted to present fresh and stimulating ideas and perspectives in a format that could be picked up, sampled, digested, and put down anytime. This short book is the result, and it was written with the following audiences in mind:

• Managers who have just learned that they need to know something about marketing; you could be a financial vice president, an executive director of a not-for-profit organization, or an entrepreneur about to launch a new product. You may not even have time to read Marketing for Dummies with its 300 pages. Instead you want to understand some key concepts and marketing principles presented by an authoritative voice, in a convenient way.

• Managers who may have taken a course on marketing some years ago and have realized things have changed. You may want to refresh your understanding of marketing’s essential concepts and need to know the latest thinking about highperformance marketing.

• Professional marketers who might feel unanchored in the daily chaos of marketing events and want to regain some clarity and recharge their understanding by reading this book.

My approach is influenced by Zen. Zen emphasizes learning by means of meditation and direct, intuitive insights. The thoughts in this book are a result of my meditations on these fundamental marketing concepts and principles.

Whether I call these meditations, ruminations, or cogitations, I make no claim that all the thoughts in this book_ are my own. Some great thinkers in business and marketing are directly quoted, or they directly influenced the thoughts here. I have absorbed their ideas through reading, conversations, teaching, and consulting.

Introduction

Today’s central problem facing business is not a shortage of goods but a shortage of customers. Most of the world’s industries can produce far more goods than the world’s consumers can buy. Overcapacity results from individual competitors projecting a greater market share growth than is possible. If each company projects a 10 percent growth in its sales and the total market is growing by only 3 percent, the result is excess capacity.

This in turn leads to hypercompetition. Competitors, desperate to attract customers, lower their prices and add giveaways. These strategies ultimately mean lower margins, lower profits, some failing companies, and more mergers and acquisitions.

Marketing is the answer to how to compete on bases other than price. Because of overcapacity, marketing has become more important than ever. Marketing is the company’s customer manufacturing department.

But marketing is still a terribly misunderstood subject in business circles and in the public’s mind. Companies think that marketing exists to help manufacturing get rid of the company’s products. The truth is the reverse, that manufacturing exists to support marketing. A company can always outsource its manufacturing. What makes a company prosper is its marketing ideas and offerings. Manufacturing, purchasing, research and development (R&D), finance, and other company functions exist to support the company’s work in the customer marketplace.

Marketing is too often confused with selling. Marketing and selling are almost opposites. “Hard-sell marketing” is a contradiction. Long ago I said: “Marketing is not the art of finding clever ways to dispose of what you make. Marketing is the art of creating genuine customer value. It is the art of helping your customers become better off. The marketer’s watchwords are quality, service, and value.”

Selling starts only when you have a product. Marketing starts before a product exists. Marketing is the homework your company does to figure out what people need and what your company should offer. Marketing determines how to launch, price, distribute, and promote your product/service offerings to the marketplace. Marketing then monitors the results and improves the offering over time. Marketing also decides if and when to end an offering.

All said, marketing is not a short-term selling effort but a long-term investment effort. When marketing is done well, it occurs before the company makes any product or enters any market; and it continues long after the sale.

Lester Wunderman, of direct marketing fame, contrasted selling to marketing in the following way: “The chant of the Industrial Revolution was that of the manufacturer who said, ‘This is what I make, won’t you please buy it?’ The call of the Information Age is the consumer asking, ‘This is what I want, won’t you please make it?’ ”1

Marketing hopes to understand the target customer so well that selling isn’t necessary. Peter Drucker held that “the aim of marketing is to make selling superfluous.”2Mark-eting is the ability to hit the mark.

Yet there are business leaders who say, “We can’t waste time on marketing. We haven’t designed the product yet.” Or “We are too successful to need marketing, and if we were unsuccessful, we couldn’t afford it.” I remember being phoned by a CEO: “Come and teach us some of your marketing stuff—my sales just dropped by 30 percent.”

Here is my definition of marketing: Marketing management is the art and science of choosing target markets and getting, keeping, and growing customers through creating, communicating, and delivering superior customer value.

Or if you like a more detailed definition: “Marketing is the business function that identifies unfulfilled needs and wants, defines and measures their magnitude and potential profitability, determines which target markets the organization can best serve, decides on appropriate products, services, and programs to serve these chosen markets, and calls upon everyone in the organization to think and serve the customer.”

In short, marketing’s job is to convert people’s changing needs into profitable opportunities. Marketing’s aim is to create value by offering superior solutions, saving buyer search and transaction time and effort, and delivering to the whole society a higher standard of living.

Marketing practice today must go beyond a fixation on transactions that often leads to a sale today and a lost customer tomorrow. The marketer’s goal is to build a mutually profitable long-term relationship with its customers, not just sell a product. A business is worth no more than the lifetime value of its customers. This calls for knowing your customers well enough to deliver relevant and timely offers, services, and messages that meet their individual needs.

The function of marketing is typically organized as a department within a business. This is good and bad. It’s good because it brings together a number of skilled people with specific abilities for understanding, serving, and satisfying customers. It’s bad because other departments believe that all marketing is done in one department. As the late David Packard of Hewlett-Packard observed, “Marketing is much too important to leave to the marketing department.... In a truly great marketing organization, you can’t tell who’s in the marketing department. Everyone in the organization has to make decisions based on the impact on the customer.”

The same thought was well-stated by Professor Philippe Naert: “You will not obtain the real marketing culture by hastily creating a marketing department or team, even if you appoint extremely capable people to the job. Marketing begins with top management. If top management is not convinced of the need to be customer minded, how can the marketing idea be accepted and implemented by the rest of the company?”

Marketing is not restricted to a department that creates ads, selects media, sends out direct mail, and answers customer questions. Marketing is a larger process of systematically figuring out what to make, how to bring it to the customer’s attention and easy access, and how to keep the customer wanting to buy more from you.

Furthermore, marketing strategy and actions are not only played out in customer markets. For example, your company also has to raise money from investors. As a result you need to know how to market to investors. You also want to attract talent to your company. So you need to develop a value proposition that will attract the most able people to join your company. Whether marketing to customers, investors, or talent, you need to understand their needs and wants and present a competitively superior value proposition to win their favor.

Is marketing hard to learn? The good news is that marketing takes a day to learn. The bad news is that it takes a lifetime to master! But even the bad news can be looked at in a positive way. I take inspiration from Warren Bennis’ remark: “Nothing gives me a greater joy than learning something new.” (Mr. Bennis is Distinguished Professor at the University of California and prominent writer on leadership.)

The good news is that marketing will be around forever. The bad news: It won’t be the way you learned it. In the coming decade, marketing will be reengineered from A to Z. I have chosen to highlight 80 of the most critical concepts and ideas that businesspeople need in waging their battles in this hypercompetitive and rapidly changing marketplace.

Advertising

I (and most people) have a love/hate relationship with advertising. Yes, I enjoy each new Absolut vodka print ad: Where will they hide the famous bottle? And I enjoy the humor in British ads, and the risqué quality of French ads. Even some advertising jingles and melodies stick in my mind. But I don’t enjoy most ads. In fact, I actively ignore them. They interrupt my thought processes. Some do worse: They irritate me.