Target Marketing Process: Linking Customer Needs to Marketing Action

1. Target Marketing Process: Linking Customer Needs to Marketing Action

2. Market segmentation links market needs to an organization’s marketing program

3. Segmentation • process of dividing a larger market into smaller pieces based on one or more meaningful, shared characteristics and that will respond similarly to a marketing action • Segmentation variables are used to divide the market into smaller slices: demographics, psychographics, behavior, etc.

4. Why Segment Markets? • One Product and Multiple Market Segments • Multiple Products and Multiple Market Segments • Segments of One: Mass Customization • The Segmentation Trade Off: CRM versus synergies

5. Demographic Dimensions • Age • Gender • Family structure • Income and social class • Race and ethnicity • Geography

6. Age • Children • Teens • Generation X, Y • Baby Boomers • Elderly

7. Psychographics • Psychographic segments market in terms of shared attitudes, interests, and opinions • Segments include demographic information such as age and income, but also includes richer descriptions • Some organizations develop their own psychographic segments for their consumers, but others utilize national systems (VALS by SRI International)

8. Segmenting by Behavior • Behavioral segmentation slices consumers on the basis of how they act toward, feel about, or use a product • Users versus nonusers • Heavy, moderate, light users • Usage occasions

9. Segmenting Industrial Markets • Organizational demographics • firm size • number of facilities • domestic or multi-national • type of business • production technology utilized • NAICS characteristics

10. Criteria for Forming Segments • Potential for increased profit and ROI • Similarity of needs of potential buyers in a segment • Difference of needs of buyers among segments • Feasibility of a marketing action reaching segment • Simplicity and cost of assigning buyers to markets

11. Evaluating Market Segments • A viable target segment should satisfy these requirements: • Are members of the segment similar to each other but different from other segments? • Can marketers measure the segment? • Is the segment large enough to be profitable? • Can marketing communications reach the segment? • Can the marketer serve the segment’s needs?

12. Targeting • Evaluating Market Segments • Developing Segment Profiles • Choosing a Targeting Strategy

13. Targeting Strategies • Undifferentiated Marketing • Differentiated Marketing • Concentrated Marketing • Customized Marketing

14. Undifferentiated Marketing • Appeals to a broad spectrum of people • Efficient due to economies of scale • Effective when most consumers have similar needs

15. Differentiated Marketing • Develops one or more products for each of several customer groups with different product needs • Appropriate when consumers are choosing among well-known brands with distinctive images and it is possible to identify one or more segments with distinct needs for different types of products

16. Concentrated Marketing • Entails focusing efforts on offering one or more products to a single segment • Useful for smaller firms that do not have the resources to serve all markets • Example: Hard Candy

17. Customized Marketing • Segments are so precisely defined that products are offered to exactly meet the needs of each individual • Example: Levi’s Original Spin (custom) jeans, hair stylists • Mass customization is a related approach in which a company modifies a basic good to meet the needs of an individual • Example: Gateway computers, Proctor & Gamble’s products at Reflect.com Form Products to Be Sold into Groups

18. Select Target Markets • Criteria to Use in Picking the Target Segments • Market size • Expected growth • Competitive position • Cost of reaching the segment • Compatibility with objectives and resources • Choose the Segments

19. Targeting • Form Products to Be Sold into Groups • Develop a Market-Product Grid and Estimate Size of Markets

20. Market-product grid showing how different Reebok shoes reach segments of customers with different needs

21. Comparison of various kinds of users and nonusers for Wendy’s, Burger King, and McDonald’s restaurants

22. Positioning • Developing a marketing strategy aimed at influencing how a particular market segment perceives a product in comparison to the competition • Strategy may also consider creating a “barrier to entry” for competitors

23. Product Positioning • Head-to-head • Differentiation

24. Developing a Positioning Statement • Analyze the competitors’ positions in the marketplace • Offer a product with a competitive advantage • Finalize the marketing mix • Evaluate the target market’s response so modifications to the positioning strategy can be made (repositioning)

25. The Brand Personality • A Positioning Strategy attempts to create a brand personality for a product - a distinctive image that captures its character and benefits • How do marketers determine where their products actually stand in the minds of consumers?

26. Perceptual Map

27. Customer Relationship ManagementUS companies spend about 75% of marketing $$ on existing customers • CRM strategy allows a company to identify its best customers, stay on top of their needs, and increase their satisfaction • CRM is about communicating with customers one on one • CRM views customers as partners

28. Characteristics of CRM • Share of Customer • Lifetime Value of the Customer • A Greater Focus on High-Value Customers

29. Steps in the CRM Process Identify customers Differentiate customers Interact with customers Customize for your customers