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Consultation hours:
Core Text:
Armstrong, G., Kotler, P & Opresnik MO,
2017, Marketing: An introduction, 13th
edn, Pearson, England.
Goals of Marketing:
– Attract new customers by promising superior value
– Keep and grow current customers by delivering satisfaction
Needs
Wants
Demands
Copyright 2017 Pearson Education, Ltd
(Armstrong, Kotler & Opresnik)
Needs
Why is it important
to a marketer to
decide which
customers they will
serve?
Societal
Production Product Selling Marketing
concept concept concept concept marketing
concept
Deficient products
• Products that have neither immediate
appeal nor long-run benefits.
Pleasing products
• Products that give high immediate
satisfaction but may hurt consumers in the
long run.
Salutary products
• Products that have low immediate appeal but
may benefit consumers in the long run.
Desirable products
• Products that give both high immediate
satisfaction and high long-run benefits.
Customer
Costs
Levels Tools
Strategy
Partnering to Build Customer
Relationships