Organizations must develop new products and services. A company has to be good at developing
new products. It also must manage them in the face of changing tastes, technologies, and
competition. As a reason to change, the company must realize that products face limited life spans
and must be replaced by newer products. In addition, new products can fail. The risks of
innovation can be as great as the rewards.
The key to successful innovation is in a total-company effort, strong planning, and a systematic
new-product development process. The new-product development process consists of eight stages:
idea generation, idea screening, concept development and testing, marketing strategy development,
business analysis, product development, test marketing, and commercialization. At each stage, a
decision must be made as to whether the idea should be further developed or dropped. The
company wants to minimize the chances of poor ideas moving forward or good ideas being
rejected.
Each product has a life cycle marked by a changing set of problems and opportunities. The sales of
a typical product follow an S-shaped curve made up of five stages.
These stages include:
As the product passes through these stages, the marketing planner must adjust the organization’s strategies and be aware of changing problems, threats, and opportunities. The planner must adjust the firm’s marketing mix to these changes and be able to predict when significant changes will occur. Managing change is a true marketing management art and is necessary for the organization to be successful in the long-term.
The first step in the new-product development process is idea generation, which is the systematic
search for new product ideas. For every one hundred new product ideas, only a very few ever make
it to commercialization. The search for these ideas should be systematic not haphazard. There are
many sources for new product ideas.
Among the most significant are:
The second step in the new-product development process is idea screening which involves screening new product ideas in order to spot good ideas and drop poor ones as soon as possible. Because product-development costs rise dramatically in later stages, companies must proceed only with product ideas that will turn into profitable products. One way to keep information organized is to have executives write up new-product ideas on a standard form that can be reviewed by a new-product committee. A well-designed system for rating and evaluating new-product ideas prevents problems at latter stages.
The third stage in the process is concept development and testing. Concepts may take on several forms:
The next step is business analysis, which is a review of the sales, costs, and profit projections for a new product to find out whether these factors satisfy the company’s objectives. To estimate sales, the company should look at the sales history of similar products and should survey market opinion.
The sixth step is product development, which involves developing the product concept into a physical product in order to ensure that the product idea can be turned into a workable product. This step calls for a large jump in investment.
The seventh step is test marketing, which is the stage at which the product and marketing programs are introduced into more realistic marketing settings. Test marketing lets the marketer get experience with marketing the product.
The eighth and final step in the new-product development process is commercialization. This step is introducing a new product into the market. The company bringing out a new product must make the following decisions:
After launching a new product,
management hopes it will enjoy a
long and profitable life.
Management, however, is also
aware of that each product will
have a life cycle. The product lifecycle
(PLC) is the course of a
product’s sales and profits over its
lifetime. It involves five distinct
stages:
Because the product-development stage of the PLC was examined at the beginning of the chapter, the first stage to explore in more detail at this point is the introduction stage. This stage is when the product is new and first distributed and made available for purchase.
The growth stage is the product life-cycle stage during which a product’s sales start climbing quickly.
The maturity stage is that stage in the product life cycle where sales growth slows or levels off. Product managers may have to do more than simply defend their products. Most products are in their maturity stage, and therefore, management has the most experience with this stage.
The decline stage is the stage in the product life cycle in which a product’s sales decline. This can occur for several reasons:
Firms must be aware that carrying a weak product past its useful life can be very costly to the firm in many ways. Companies need to pay more attention to their aging products. Decisions that need to be made are:
Price goes by many names in our economy. In the narrowest sense, price is the amount of money
charged for a product or service. This meaning, however, has been broadened. Today, despite the
increased role of non-price factors in the modern marketing process, price remains an important
element in the marketing mix.
Many internal and external factors influence the company’s pricing decision. Internal factors
include the firm’s marketing objectives, marketing mix strategy, costs, and organizational factors.
External factors that influence pricing decisions include the nature of market and demand,
competition, and other environmental factors like the economy, reseller needs, and government
actions. In the end, the consumer decides whether the company has set the right price. The consumer weighs the price against the perceived value of using the product. If the price exceeds
the sum of the value, consumers will not buy the product. Consumers differ in the values they
assign to different product features and marketers often vary their pricing strategies for different
price segments.
Because pricing is a dynamic process, companies must design a pricing structure that covers all
their products and a variety of constantly changing conditions (such as changes that occur as the
product progresses through the stages of the product life cycle).
The marketer wishing to explore pricing strategy options will find a wealth of alternatives from
which to choose. The first major option will be pricing with respect to the product mix. Numerous
forms of product-mix pricing strategies are examined within the context of the competitive
environment. Examples include product-line pricing, optional-product pricing, captive-product
pricing, by-product pricing, and product-bundle pricing. The average marketer does not use all of
these methods; however, by studying the options available, the marketer enhances his or her ability
to be creative with respect to pricing within the context of the product mix.
Sometimes, however, the firm must make adjustments in their pricing process and strategy. These
adjustments are made to account for differences in consumer segments and changing situations.
Adjustments can occur through discounts and allowances or by the desire to segment markets by
price. Additionally, price has a psychological aspect that allows for adjustments just as
geographical, promotional, and international relationships can alter pricing methods and strategies.
Break-even pricing (target profit pricing) is an approach to setting price to breakeven on the cost of making and marketing products or to make the target (desired) profit It uses a break-even chart that shows the total cost and total revenue at different levels of sales volume.
Distribution channels have been identified as being a set of independent organizations involved in the process of making a product or service available for use or consumption by the consumer or business user. Making decisions involving distribution channels are among the most complex and challenging decisions facing the firm. Each channel system (and there can be several) creates a different level of sales and costs. Unlike flexible elements of the marketing mix (price decisions for example), once a distribution channel has been chosen, the firm must usually stick with their choice for some time. In addition, the chosen channel strongly affects, and is affected by, the other elements in the marketing mix.
A strategic planner limits their options if they consider only one channel choice. Each firm needs to identify alternative ways to reach its market. There are many means available. Some of the choices include the range of direct selling to multiple intermediary levels (which may involve several distribution relationships). Each of these options has advantages and disadvantages associated with them. Vertical and horizontal systems are more sophisticated than the basic channel alternatives and each is explained in context with contemporary usage. E-commerce and the use of the Internet have also impacted channel choice and strategy in a profound way.
Channel design begins with assessing customer
channel-service needs and company channel
objectives and constraints. The company then
identifies the major channel alternatives in terms
of the types of intermediaries, the number of
intermediaries, and the channel responsibilities of
each. No system, no matter how well it has been
planned, is without conflict. If quality service and
low cost is to be delivered, management of
distribution conflict is a necessity. Because
distribution relationships tend to be long-term in
nature, the choice of channel partners is very
important and should be taken very seriously.
In today’s global marketplace, selling a product is sometimes easier than getting it to customers.
Therefore, marketing logistics and supply chain management is receiving increased attention from
strategic planners. The task of marketing logistics systems is to minimize the total cost of providing
a desired level of customer services although bringing those services to the customer with the
maximum amount of speed. Major logistics functions of warehousing; inventory management,
transportation, and logistics information management are discussed and explored.
Retailing and wholesaling consist of many organizations bringing goods and services from the point of production to the point of use. Retailing by definition includes all the activities involved in selling goods and services directly to final consumers for their personal, non-business use. Retailers can be classified as store retailers and non store retailers. Store retailers can be further classified by the amount of service they provide, the product line sold, relative prices charged, and retail organization format (control of outlets). Non store retailers are described as being in direct marketing, catalogs, telephone, home TV shopping shows, home and office parties, door-to-door contact, automatic vending, online services and the Internet, and other direct retailing approaches.
Retailing decisions involve the constant search for new marketing strategies to attract and hold customers. Considerations are the target market and positioning decision, the product assortment and services decision, the price decision, the promotion decision, and the place decision. All of these decisions are examined closely in the chapter. Numerous examples provide explanations of several options that are available in all the aforementioned areas.
Retailers operate in a harsh and fast-changing environment, which offers threats as well as opportunities. New retail forms continue to emerge to meet new situations and consumer needs, but the life cycle of new retail forms is getting shorter. In addition to the traditional forms of retailing, consumers now have an array of nontraditional alternatives to choose from including mail order, television, phone, and online shopping. The last major trend that seems to be of interest to business strategists and marketers is the rise of huge mass merchandisers and specialty superstores. These forms will have a pronounced effect on the way retailing is conducted in the future. Wholesaling, unlike retailing, deals with the sale of goods and services that will be resold by and/or used by the business customer itself. One way to study and understand wholesaling is to examine the functions that are performed by the wholesalers. These functions include selling and promoting, buying and assortment building, bulk-breaking, warehousing, transportation, financing, risk bearing, supplying market information, performing management services, and providing advice for customers. Wholesalers can be divided into numerous groups. Three primary types of wholesalers are merchant wholesalers, agents and brokers, and manufacturer and retailer sales branches and offices. Each of these general types (and their numerous subdivisions) are explained and detailed.
Modern marketing calls for more than just developing a good product, pricing it attractively, and
making it available to target customers. Companies must also communicate with their customers
and there should be controlled direction to those communications. Promotion provides the
primary communication function. As one of the four major elements of the marketing mix,
promotion uses advertising, sales promotion, public relations, personal selling, and direct
marketing to achieve the company’s communication objectives.
During the past several decades, companies around the world have perfected the art of mass
marketing. The companies must recognize that the face of marketing communications is constantly
changing and, to be effective in the future, the marketer must learn to utilize the new emerging
communication techniques. The growth and challenges of the electronic promotional
communication form are great. The use of computer technology, a desire to get close to the
consumer, and an increased use of direct marketing databases has set the stage for increased
integrated marketing communications. Under this concept, the company carefully integrates and
coordinates its many communication channels—mass media advertising, personal selling, sales
promotion, public relations, direct marketing, packaging, and others—to deliver a clear, consistent,
and compelling message about the organization and its products. Integrated marketing
communications produce better communications consistency and greater sales impact.
Integrated marketing communications involves identifying the target audience and shaping a wellcoordinated
promotional program to elicit the desired audience response. Too often, marketing
communications focus on overcoming immediate awareness, image, or preference problems rather
than managing the customer relationship over time.
Building on the aforementioned communications model, describes the steps in developing
effective communication. One of the most important decisions to be made by the organization is
how much to spend on promotion. This discusses several approaches to the organization of a
promotional budget and a mix of tools to accomplish the organization’s promotional objectives.
There are various strategies that can be considered by the promotional planner. The primary
strategies of push and pull are described. In addition, the buyer-readiness stage and the product
life-cycle stage are also considered.
Three of the promotional mix elements (advertising, sales promotion, and public relations) are
mass communication tools. Advertising is described as being any paid form of non-personal
presentation and promotion of ideas, goods, and services by an identified sponsor. There are four important decisions to be accomplished as the marketer attempts to organize and direct the
advertising function. Each of these decisions (setting objectives, budget decisions, advertising
strategy [message decisions and media decisions], and evaluating advertising campaigns) is
discussed in detail and explained within the context of building an advertising campaign. In
addition, several forms of advertising, various advertising strategies, and descriptions of the mass
media are presented to the reader. The marketing firm can undertake the advertising function
themselves or they can contract with an advertising agency to accomplish their advertising
objective, planning, and implementation.
Sales promotion is a process of providing short-term incentives to encourage purchase or sales of a
product or service. Sales promotion offers the buyer reasons to buy now. In addition, sales
promotion is also intended to stimulate reseller effectiveness. Sales promotion has grown rapidly in
the recent past because of pressure to increase sales, increased competition, and the declining
efficiency of the other mass communication methods.
Public relations, the final mass communication tool described in this chapter, is an attempt to build
good relations with the company’s various publics by obtaining favorable publicity, building up a
good “corporate image,” and handling or heading off unfavorable rumors, stories, or events. The
organization has a variety of tools at their disposal for accomplishing this feat. One of the
overriding tasks of public relations is to control the exposure and relationship with the mass media.
By focusing on consumer attitudes, awareness, and knowledge of the organization, the company is
better prepared to succeed. Public relations has even been extended to the Internet and companies
are beginning explore ways to increase its effect in the newly emerging world of e-commerce.
A paid form of non-personal communication about an organization and/or its products to a target audience through a mass medium.
A paid form of non-personal communication about an organization and/or its products to a target audience through a mass medium.
Demand-stimulating activity designed to supplement advertising and facilitate personal selling.
A planned communication effort by an organization to contribute to generally favorable attitudes and opinions toward an organization and its products.
Direct connections with carefully targeted individual consumers to obtain an immediate response and cultivate lasting customer relationship
Two key trends in marketing for the twenty-first century are: (a) the trend toward the use of
relationship marketing to improve customer satisfaction; and (b) the trend toward in-depth
competitor analysis as a means of identifying the company’s major competitors (using both an
industry and market-based analysis) and closely examining and formulating strategies to deal with
competitors’ objectives, strategies, strengths and weaknesses, and reaction patterns.
To be successful, a company must consider its competitors as well as its actual and potential
customers. In the process of performing a competitor analysis, the company carefully analyzes and
gathers information on competitors’ strategies and programs. A competitive intelligence system
helps the company acquire and manage competitive information. The company must then choose
a competitive marketing strategy of its own. The strategy chosen depends on the company’s
industry position and its objectives, opportunities, and resources. Several basic competitive
strategies are outlined in the chapter. Some of these are time-tested and some are relatively new.
The first is that of the market leader which faces three challenges: expanding the total market,
protecting market share, and expanding market share. The market leader is interested in finding ways to expand the total market because it will benefit most from any increased sales. The leader
must also have an eye toward protecting its share. Several strategies for accomplishing this
protection task are presented. Aggressive leaders also try to expand their own market share. The
second position is that of the market challenger. This is a firm that aggressively tries to expand its
market share by attacking the leader, other runner-up firms, or smaller firms in the industry. The
third position is that of the market follower which is designated as a runner-up firm that chooses
not to rock the boat (usually out of fear that it stands to lose more than it might gain). Lastly, the
market niche is a position option open to smaller firms that serve some part of the market that is
not likely to attract the attention of the larger firms. These firms often survive by being specialists
in some function that is attractive to the marketplace. The competitive analysis of the four
competitive position options presented. This information can be used by every mid-level strategic
planner who seeks insight into competitive strategy dynamics.
The world is shrinking rapidly with the advent of faster communication, transportation, and
financial flows. In the twenty-first century, firms can no longer afford to pay attention only to their
domestic market, no matter how large it is. Many industries are global industries, and those firms
that operate globally achieve lower costs and higher brand awareness. At the same time, global
marketing is risky because of variable exchange rates, unstable governments, protectionist tariffs
and trade barriers, and other prohibitive factors.
Given the potential gains and risks of global marketing, companies need a systematic way to make
their international marketing decisions. Decision areas that must be addressed are: (1) How to look
at the global market environment; (2) Deciding whether to go international; (3) Deciding which
markets to enter; (4) Deciding how to enter the market; (5) Deciding on the global marketing
program; and, (6) Deciding on the global marketing organization. Each of these decisions must be
seriously considered and answered if success is to be achieved in the international competitive
arena. All markets and industrial bases around the world are not the same. There are varying
degrees of economic sophistication. The marketer must make plans for operations in subsistence
economies, raw-material-exporting economies, industrializing economies, and established industrial
economies separately if true marketing success is to be achieved. It would be easier on the decision
maker if all the economies were like the United States. They, however, are not. Global marketing
requires an extensive amount of learning and, in some instances, adaptation of the marketing mix
to fit the particular situation and economy.
In addition to global challenges with consideration of the marketing mix, the marketer that wishes
to go global must also consider a variety of options on how to align the organization with
international partners. These considerations are different than those that the marketer faces in its
own domestic environment. The end result of making these new global decisions is not only
improvement in marketing skills, but improvement toward attaining a truly global organization.
In working to meet the consumer’s needs, marketers may take some actions that are not approved
of by all the consumers or publics within the social sector. Marketing managers must understand
the criticism that the marketing function may encounter. By understanding the criticism, the
manager is better prepared to respond to it in a proactive manner. Some of the criticism is justified;
some is not.
The primary criticisms of the marketing function with respect to the impact on individual
consumers have been categorized as being: (1) high prices; (2) deceptive practices; (3) highpressure
selling; (4) shoddy or unsafe products; (5) planned obsolescence; and (6) poor service to
disadvantaged consumers. These criticisms have come from a failure to meet individual consumer
welfare needs.
A separate set of criticisms is directed toward the marketing function by society in general.
Criticism from this larger public body includes comments on creating: (1) false wants and too
much materialism; (2) too few social goods; (3) cultural pollution; and (4) too much political
power. In addition, critics have also pointed out that marketing’s impact on businesses may not be
good either. Marketing is accused of harming competitors and reducing competition by acquisition
of competitors, creating barriers to entry, and using unfair marketing practices.
Concerns about the marketing function have led action groups to participate in consumer and
environmental movements and to form protest organizations. Marketing’s response to action
groups and social criticism has largely been positive and proactive. Many companies that were
originally opposed to social movements and legislation that was created to address consumer
complaints have now recognized a need for positive consumer information, education, and
protection.
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