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Customer Types
Private Consumers Organisational Customers
Purchase:
Purchase:
For use in the operation of a business or organisation. To manufacture other products For resale to others
CONSUMER PRODUCT
The McGraw-Hill Companies, 2009
ORGANISATIONAL PRODUCT
Understanding Customers
Who is important? What are their choice criteria?
Customers
User Initiator
Influencer
Phillips Juicer
Advertisement clearly targets parents of young children who are concerned about their nutrition and health
Post-purchase evaluation
The McGraw-Hill Companies, 2009
PersonalEconomicPrice Value for money Residual value Life style costs Self image Morals Emotions
Advertisement provides Highlights both rational and emotional factors likely to influence purchase
Consumer
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Bravia Campaign
Advertisement Demonstrates the visual power of colour and conveys the key brand proposition
individual respond to the stimulus that offers the most satisfactory rewards and subsequently the behaviour is repeated. The more rewarding the response, the more likelihood of a repeat purchase
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Red Bull
1. 2. 3. 4. 5.
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Buy class
straight re-buy modified re-buy new task
Product type
product constituents product facilities MROs
Organizational buyer
Importance of purchase
The McGraw-Hill Companies, 2009
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Materials
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Chapter Summary
There are key differences between consumer and organizational buying. There are 5 roles in the buying decision making group: initiator, influencer, decider, buyer, user. The level of involvement is a purchase situation will affect the number of stages a consumer goes through before making a purchase decision. In consumer purchasing choice criteria can be categorised as: technical, social, economic and personal. The main influence on consumer buying behaviour are: the buying situation, personal and social influences. The main influence on organizational buying behaviour are: the buy class, the product type, and the importance of the purchase. There have been key innovations in purchasing practice.
The McGraw-Hill Companies, 2009
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