Chapter 13 - Marketing: Customer And Stakeholder Relationship Managment

Front 1

Define *Marketing Concept*:

Back 1

A three-part business philosophy: 1. A customer orientation, 2. a service orientation, and 3. a profit orientation.

Front 2

Define *Customer Relationship Management*:

Back 2

Learning as much as as possible about customers and doing everything you can to satisfy them or even delight with goods and services over time.

Front 3

Define *Marketing*:

Back 3

The process of determining customer wants and needs and then providing customers with goods and services that meet or exceed their expectations.

Front 4

Define *Marketing Management*:

Back 4

The process of planning and executing the conception, pricing, promotion, and distribution of ideas, goods, and services (products) to create mutually beneficial exchanges.

Front 5

What is a *Marketing Mix*:

Back 5

The ingredients that go into a marketing program: product, price, place, and promotion.

Front 6

What is a *Product*?

Back 6

Any physical good, service, or idea that satisfies a want or need.

Front 7

What is *Test Marketing*?

Back 7

The process of testing products among potential users.

Front 8

What is a *Brand Name*?

Back 8

A word, letter, or group of words or letters that differentiates one seller-s goods and services from those of competitor.

Front 9

What is a *Promotion*?

Back 9

All the techniques sellers use to motivate people to buy products or services.

Front 10

Define *Marketing Research*:

Back 10

The analysis of markets, to determine opportunities, and challenges, and to find the information needed to make good decisions.

Front 11

What is a *Focus Group*?

Back 11

A small group of people who meet under the direction of a discussion leader to communicate their opinions about an organization, its products, or other given issues.

Front 12

Define *Environmental Scanning*:

Back 12

The process of identifying the factors that can effect marketing success.

Front 13

Define *Comsumer Market*:

Back 13

All the individuals or households that want goods and services for personal consumption or use.

Front 14

Define *Business-to-Business* market:

Back 14

The B2B market is all the individuals and organizations that want goods and services to use in producing other goods and services or to sell, rent, or supply goods to others.

Front 15

Define *Market Segmentation*:

Back 15

The process of dividing the total market into several groups whose members have similar characteristics.

Front 16

Define *Target Marketing*:

Back 16

Marketing directed toward those groups - market segments - an organization decides it can serve profitably.

Front 17

What is *Geographic Segmentation*?

Back 17

Dividing the market by geographic area.

Front 18

Define *Demographic Segmentation*:

Back 18

Dividing the market by age, income, and education level.

Front 19

Define *Psychographic Segmentation*:

Back 19

Dividing the market using the group's values, attitudes, and interests.

Front 20

Define *Benefit Segmentation*:

Back 20

Dividing the market by determining which benefits of the product to talk about.

Front 21

Define *Volume Segmentation*:

Back 21

Dividing the market by usage - volume of use.

Front 22

Define *Niche Marketing*:

Back 22

The process of finding small but profitable market segmentations and designing custom-made products.

Front 23

Define *One-to-One Marketing*:

Back 23

Developing a unique mix of goods, and services for each individual customer.

Front 24

Define *Mass Marketing*:

Back 24

Developing products and promotions to please large groups of people.

Front 25

Define *Relatinship Marketing*:

Back 25

Marketing whose goa is to keep individual customers over time by offering them products that exactly meet their requirements.

Front 26

Define *Stakeholder Marketing*:

Back 26

Establishing and maintaining mutually benefitical exchange relationship over time with all the stakeholders of the organization.

Front 27

Define *Green Product*:

Back 27

A product whose production, use, and disposal don't damage the environment.