Académique Documents
Professionnel Documents
Culture Documents
Session 4
Customer intimacy
Airborne Express IBM
Operational Excellence
Dell FedEx
Market strategies
Defensive Market strategy
Retaining present customers
Strengths to be reinforced
Organisation Characteristics
Slow decision maker
Emphasis on Planning & Futuristic information
Technology, Competitor, Market, Customer Profitability
Brands in B2B
Corporate or Family brand Link non-product related imagery association Employ full range of marketing communication options Leverage equity of customer Segment markets and develop tailored branding and marketing programs
Fulfillment
Availability assurance Order quantity Logistics, Delivery Installation, Maintenance Training Warranty Returns
Relationship
Advice & Counseling, Specification, Co-design, process Engineering, Process redesign,cost reduction, responsiveness to information requests, joint market research, co-promotion, communication partnering, participation in customer programs
Efficiency
Expert systems, Logistic management systems, responsiveness systems
Difference between product s and services are a matter of degree and all market offering are falling along the continuum of tangibility
Key differentiator is Value added through Services Flexible Market offering is essentially Flexible Value added service offering
Pricing of Services
Value Based Pricing
Cost
Base Profit
Premium
Penetration
Skimming