Marketing
Management 15 Global Edition
PHILIP KOTLER Northwestern University
KEVIN LANE KELLER Dartmouth College
PEARSON Boston Columbus Indianapolis New York San Francisco Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico City Säo Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo
Contents Preface 17 PART 1
Understanding Marketing Management
Chapter 1
24
Defining Marketing for the New Realities 25
The Value of Marketing 25 Marketing Decision Making 25 Winning Marketing 26 The Scope of Marketing 27 What Is Marketing? 27 What Is Marketed? 27 Who Markets? 29 Gore Marketing Concepts 31 Needs, Wants, and Demands 31 Target Markets, Positioning, and Segmentation 31 Otterings and Brands 32 Marketing Channels 32 Faid, Owned, and Earned Media 32 Impressions and Engagement 32 Value and Satisfaction 33 Supply Chain 33 Competition 34 Marketing Environment 34 The New Marketing Realities 35 Technology 35 Globalization 36 Social Responsibility 36
MARKETING INSIGHT Understanding the 4 As of Marketing 48 Marketing Management Tasks 49 Developing Marketing Strategies and Plans 49 Capturing Marketing Insights 50 Connecting with Customers 50 Building Strang Brands 50
Creating Value 51 Delivering Value 51 Communicating Value 51 Conducting Marketing Responsibly for Long-Term Success 51 Summary 51 Applications 52 MARKETING EXCELLENCE Nike 52 MARKETING EXCELLENCE Google 54 Chapter 2
38
MARKETING MEMO Reinventing Marketing at Coca-Cola 42 Marketing Accountability 42 Marketing in the Organization 42 Company Orientation toward the Marketplace 42 The Production Concept 42 The Product Concept 43
43
MARKETING MEMO Marketers' Frequently Asked Questions 50
MARKETING INSIGHT Gettingto Marketing 3.0 37 A Dramatically Changed Marketplace New Consumer Capabilities 38 New Company Capabilities 39 Changing Channels 41 Heightened Competition 41 Marketing in Practice 41 Marketing Balance 41
The Selling Concept 43 The Marketing Concept 43 The Holistic Marketing Concept Updating the Four Ps 47
Developing Marketing Strategies and Plans 57
Marketing and Customer Value 57 The Value Delivery Process 57 The Value Chain 58 Core Competencies 58 The Central Role of Strategie Flanning 59 Corporate and Division Strategie Flanning 60 MARKETING MEMO What Does It Take to Be a Successful CMO? 61 Defining the Corporate Mission 61 Establishing Strategie Business Units 64 Assigning Resources to Each SBU 64 Assessing Growth Opportunities 64 Organization and Organizational Culture 68 Marketing Innovation 69 MARKETING INSIGHT Creating Innovative Marketing 69 Business Unit Strategie Flanning 70 The Business Mission 71 SWOT Analysis 71
MARKETING MEMO Checklist for Evaluating Strengths/Weaknesses Analysis 73 Goal Formulation 74 Strategie Formulation 74 Program Formulation and Implementation 75 MARKETING INSIGHT Businesses Charting a New Direction 76 Feedback and Control 77 The Nature and Contents of a Marketing Plan 77 MARKETING MEMO Marketing Plan Criteria 77 The Role of Research 78 The Role of Relationships 78 From Marketing Plan to Marketing Action 79 Summary 79 Applications 80 MARKETING EXCELLENCE Electrolux 80 MARKETING EXCELLENCE Emirates 81 Sample Marketing Plan: Pegasus Sports International 83 PART 2
Capturing Marketing Insights
Chapter 3
88
Collecting Information and Forecasting Demand 89
Components of a Modern Marketing Information System 89 Internal Records 91 The Order-to-Payment Cycle 91 Sales Information Systems 91 Databases, Data Warehousing, and Data Mining 91 MARKETING INSIGHT Digging Into Big Data 92 Marketing Intelligence 92 The Marketing Intelligence System 92 Collecting Marketing Intelligence on the Internet 94 Communicating and Acting on Marketing Intelligence 94 Analyzing the Macroenvironment 94 Needs and Trends 95 Identifying the Major Forces 95 The Demographic Environment 96
MARKETING MEMO Finding Gold at the Bottom of the Pyramid 97 The Economic Environment 99 The Sociocultural Environment 100 The Natural Environment 101 MARKETING INSIGHT The Green Marketing Revolution 103 The Technological Environment 104 The Political-Legal Environment 105 MARKETING INSIGHT Watching Out for Big Brother 107 Forecasting and Demand Measurement 107 The Measures of Market Demand 108 A Vocabulary for Demand Measurement 109 Estimating Current Demand 111 Estimating Future Demand 113 Summary 115 Applications 116 MARKETING EXCELLENCE Microsoft 116 MARKETING EXCELLENCE Ferrero 117 Chapter 4
Conducting Marketing Research 121
The Scope of Marketing Research 121 Importance of Marketing Insights 121 Who Does Marketing Research? 122 Overcoming Barriers to the Use of Marketing Research 123 The Marketing Research Process 124 Step 1: Define the Problem, the Decision Alternatives, and the Research Objectives 124 Step 2: Develop the Research Plan 125 MARKETING MEMO Conducting Informative Focus Groups 127 MARKETING MEMO Marketing Questionnaire Dos And Don'ts 130 MARKETING INSIGHT Getting into the Heads of Consumers 131 MARKETING INSIGHT Understanding Brain Science 133 Step 3: Collect the Information 135 Step 4: Analyze the Information 135 Step 5: Present the Findings 135 MARKETING INSIGHT Bringing Marketing Research to Life with Personas 136
Step 6: Make the Decision 136 Measuring Marketing Productivity 137 Marketing Metrics 137 MARKETING MEMO Measuring Social Media ROI 139 Marketing-Mix Modeling 140 Marketing Dashboards 140
Summary 143 Applications 143 MARKETING EXCELLENCE IDEO 144 MARKETING EXCELLENCE Intuit 146 Connecting with Customers Chapter 5
Analyzing Consumer Markets 179
What Influences Consumer Behavior? 179 Cultural Factors 179 Social Factors 181 Personal Factors 183 MARKETING MEMO The Average U.S. Consumer Quiz 184
MARKETING MEMO Designing Effective Marketing Dashboards 141
PART 3
Chapter 6
148
Creating Long-Term Loyalty Relationships 149
Building Customer Value, Satisfaction, and Loyalty 149 Customer-Perceived Value 150 Total Customer Satisfaction 153 Monitoring Satisfaction 155 Product and Service Quality 156 MARKETING INSIGHT Net Promoter and Customer Satisfaction 157 Maximizing Customer Lifetime Value 158 Customer Profitability 159 Measuring Customer Lifetime Value 160 Attracting and Retaining Customers 160 MARKETING MEMO Calculating Customer Lifetime Value 161
Key Psychological Processes 187 Motivation 187 Perception 189 MARKETING MEMO The Power of Sensory Marketing 189 Learning 191 Emotions 192 Memory 193 The Buying Decision Processi The Five-Stage Model 194 Problem Recognition 195 Information Search 196 Evaluation of Alternatives 197 Purchase Decision 198 Postpurchase Behavior 200 Moderating Effects on Consumer Decision Making 202 Behavioral Decision Theory and Behavioral Economics 202 Decision Heuristics 203 Framing 204 Summary 205 Applications 205 MARKETING EXCELLENCE Disney 206 MARKETING EXCELLENCE IKEA 207 Chapter 7
Analyzing Business Markets
211
MARKETING INSIGHT The Behavioral Targeting Controversy 169
What is Organizational Buying? 211 The Business Market versus the Consumer Market 211 Buying Situations 214 Participants in the Business Buying Process 215 The Buying Center 216 Buying Center Influences 216 Targeting Firms and Buying Centers 217
Summary 174 Applications 174
MARKETING INSIGHT Big Sales to Small Businesses 218
Building Loyalty 164 Brand Communities 165 Win-Backs 168 Cultivating Customer Relationships 168 Customer Relationship Management 168
MARKETING EXCELLENCE Audi MARKETING EXCELLENCE Harley-Davidson 176
175
The Purchasing/Procurement Process Stages in the Buying Process 220 Problem Recognition 220
219
General Need Description and Product Specification 221 Supplier Search 221 Proposal Solicitation 223 Supplier Selection 223 MARKETING MEMO Developing Compelling Customer Value Propositions 224 Order-Routine Specification 226 Performance Review 226 Developing Effective Business-to-Business Marketing Programs 226 Communication and Branding Activities 226 Systems Buying and Selling 228
MARKETING INSIGHT Establishing Corporate Trust, Credibility, and Reputation 231
233
235
MARKETING EXCELLENCE GE 236
Chapter 8
Tapping into Global Markets 239
Competing on a Global Basis 239 Deciding Whether to Go Abroad 241 Deciding Which Markets to Enter 242 How Many Markets to Enter 242 Evaluating Potential Markets 243 Succeeding in Developing Markets 243 Deciding How to Enter the Market 248 Indirect and Direct Export 249 Licensing 249 Joint Ventures 250 Direct Investment 250 Acquisition 250 Deciding on the Marketing Program 251 Global Similarities and Differences 252 Marketing Adaptation 253 Global Product Strategies 254
MARKETING EXCELLENCE L'Oreal
Chapter 9
264
Building Strong Brands
Role of Services 229 Managing Business-to-Business Customer Relationships 230 The Benefits of Vertical Coordination 230
MARKETING EXCELLENCE Accenture
MARKETING EXCELLENCE Twitter 263
PART 4
MARKETING MEMO Spreading the Word with Customer Reference Programs 229
Risks and Opportunism in Business Relationships 231 Institutional and Government Markets Summary 234 Applications 235
Global Communication Strategies 257 Global Pricing Strategies 257 Global Distribution Strategies 259 Country-of-Origin Effects 260 Building Country Images 260 Consumer Perceptions of Country of Origin 261 Summary 262 Applications 263
266
Identifying Market Segments and Targets 267
Bases for Segmenting Consumer Markets 268 Geographie Segmentation 268 Demographic Segmentation 271 Psychographic Segmentation 280 Behavioral Segmentation 281 How Should Business Markets Be Segmented? 283 Market Targeting 284 Effective Segmentation Criteria 285 Evaluating and Selecting the Market Segments 286 MARKETING INSIGHT Chasing the Long Tail 289 MARKETING MEMO Protecting Kids Online 291 Summary 291 Applications 292 MARKETING EXCELLENCE HSBC 292 MARKETING EXCELLENCE BMW 294 Chapter 10 Crafting the Brand Positioning Developing a Brand Positioning 297 Understanding Positioning and Value Propositions 297 Choosing a Competitive Frame of Reference 298 Identifying Potential Points-of-Difference and Points-of-Parity 300
297
Choosing Specific POPs and PODs 304 Brand Mantras 307 Establishing a Brand Positioning 309
Summary 352 Applications 352
MARKETING MEMO Constructing a Brand Positioning Bull's-eye 309
MARKETING EXCELLENCE Procter & Gamble 354
Alternative Approaches to Positioning 313 Brand Narratives and Storytelling 313 Cultural Branding 314 Positioning and Branding for A Small Business 314 Summary 317 Applications 317 MARKETING EXCELLENCE Nespresso 318 MARKETING EXCELLENCE Philips 319
Chapter 11 Creating Brand Equity
321
How Does Branding Work? 321 The Role of Brands 322 The Scope of Branding 323 Defining Brand Equity 324 Brand Equity Models 326 MARKETING INSIGHT Brand Bubble Trouble 328 Building Brand Equity 331 MARKETING MEMO The Marketing Magic of Characters 332 Designing Holistic Marketing Activities 332 Leveraging Secondary Associations 334 Internal Branding 336 Measuring Brand Equity 337 MARKETING INSIGHT The Brand Value Chain 337 MARKETING INSIGHT What Is a Brand Worth? 339 Managing Brand Equity 340 Brand Reinforcement 340 Brand Revitalization 341 Devising a Branding Strategy 343 Branding Decisions 344 Brand Portfolios 345 Brand Extensions 347 Customer Equity 350 MARKETING MEMO Twenty-First-Century Branding 351
MARKETING EXCELLENCE McDonald's 353
Chapter 12 Addressing Competition and Driving Growth 357 Growth 357 Growth Strategies 357 Growing the Gore 358 Competitive Strategies for Market Leaders 359 Expanding Total Market Demand 360 Protecting Market Share 361 Increasing Market Share 363 Other Competitive Strategies 364 Market-Challenger Strategies 364 Market-Follower Strategies 366 MARKETING INSIGHT The Costs and Benefits of Fast Fashion 367 Market-Nicher Strategies 368 MARKETING MEMO Niche Specialist Roles 370 Product Life-Cycle Marketing Strategies 370 Product Life Cycles 370 Style, Fashion, and Fad Life Cycles 371 Marketing Strategies: Introduction Stage and the Pioneer Advantage 373 MARKETING INSIGHT Understanding Double Jeopardy 374 Marketing Strategies: Growth Stage 375 Marketing Strategies: Maturity Stage 376 Marketing Strategies: Decline Stage 377 MARKETING MEMO Managing a Marketing Crisis 378 Evidence for the Product Life-Cycle Concept 380 Critique of the Product Life-Cycle Concept 381 Market Evolution 381 Marketing in a Slow-Growth Economy 381 Explore the Upside of Increasing Investment 381 Get Closer to Customers 382 Review Budget Allocations 382 Put Förth the Most Compelling Value Proposition 382 Fine-Tune Brand and Product Offerings 383
Summary 384 Applications 384
MARKETING EXCELLENCE Nivea 416
MARKETING EXCELLENCE Samsung 385
MARKETING EXCELLENCE Toyota 418
MARKETING EXCELLENCE SABIC 386 PART 5
Creating Value
388
Chapter 13 Setting Product Strategy 389 Product Characteristics and Classifications 389 Product Levels: The Customer-Value Hierarchy 389 Product Classifications 391 Differentiation 392 Product Differentiation 393 Services Differentiation 394 Design 396 Design Leaders 396 Power of Design 397 Approaches to Design 397 Luxury Products 398 Characterizing Luxury Brands 398 Growing Luxury Brands 398 Marketing Luxury Brands 399 Environmental Issues 400 MARKETING MEMO A Sip or A Gulp: Environmental Concerns in the Water Industry 401 Product and Brand Relationships 401 The Product Hierarchy 402 Product Systems and Mixes 402 Product Line Analysis 403 Product Line Length 404 MARKETING INSIGHT When Less Is More 405 Product Mix Pricing 408 Co-Branding and Ingredient Branding 409 MARKETING MEMO Product-Bundle Pricing Considerations 410 Packaging, Labeling, Warranties, and Guarantees 412 Packaging 412 Labeling 414 Warranties and Guarantees 415 Summary 415 Applications 416
Chapter 14 Designing and Managing Services 421 The Nature of Services 421 Service Industries Are Everywhere 421 Categories of Service Mix 422 Distinctive Characteristics of Services 424 The New Services Realities 428 A Shifting Customer Relationship 428 MARKETING MEMO Lights! Cameras! Customer Service Disasters! 430 Achieving Excellence In Services Marketing 431 Marketing Excellence 431 Technology and Service Delivery 432 Best Practices of Top Service Companies 433 Differentiating Services 435 MARKETING INSIGHT Improving Company Call Centers 436 Managing Service Quality 439 Managing Customer Expectations
440
MARKETING MEMO Recommendations for Improving Service Quality 441 Incorporating Self-Service Technologies (SSTS) 443 Managing Product-Support Services 444 Identifying and Satisfying Customer Needs 444 Postsale Service Strategy 445 Summary 445 Applications 446 MARKETING EXCELLENCE Club Med 446 MARKETING EXCELLENCE Parkway Group Hotels 448 Chapter 15 Introducing New Market Otterings 451 New-Product Options 451 Make or Buy 451 Types of New Products 452
Challenges in New-Product Development 453 The Innovation Imperative 454 New-Product Success 454 New-Product Failure 455 Organizational Arrangements 456 Budgeting for New-Product Development 456 Organizing New-Product Development 457 Managing the Development Process: Ideas 460 Generating Ideas 460 MARKETING MEMO Ten Ways to Find Great New-Product Ideas 460 MARKETING INSIGHT P&G'S Connect + Develop Approach to Innovation 461 MARKETING MEMO Seven Ways to Draw New Ideas from Your Customers 462 MARKETING MEMO Howto Run a Successful Brainstorming Session 464 Using Idea Screening 465 Managing the Development Process: Concept to Strategy 467 Concept Development and Testing 467 Marketing Strategy Development 470 Business Analysis 470 Managing the Development Process: Development to Commercialization 472 Product Development 472 Market Testing 473 Commercialization 475 The Consumer-Adoption Process 476 Stages in the Adoption Process 476 Factors Influencing the Adoption Process 476 Summary 478 Applications 479 MARKETING EXCELLENCE Apple
479
MARKETING EXCELLENCE Salesforce.com 481
Chapter 16 Developing Pricing Strategies and Programs 483 Understanding Pricing 483 Pricing in a Digital World 484 A Changing Pricing Environment 484 MARKETING INSIGHT Giving It All Away How Companies Price 486 Consumer Psychology and Pricing
487
485
Setting the Price 489 Step 1: Selecting the Pricing Objective 489 MARKETING INSIGHT Trading Up, Down, and Over 490 Step 2: Determining Demand 492 Step 3: Estimating Costs 494 MARKETING MEMO How to Cut Costs 496 Step 4: Analyzing Competitors' Costs, Prices, and Offers 496 Step 5: Selecting a Pricing Method 497 Step 6: Selecting the Final Price 502 MARKETING INSIGHT Stealth Price Increases 503 Adapting the Price 504 Geographica! Pricing (Cash, Countertrade, Barter) 504 Price Discounts and Allowances 504 Promotional Pricing 505 Differentiated Pricing 506 Initiating and Responding to Price Changes 507 Initiating Price Cuts 507 Initiating Price Increases 508 Anticipating Competitive Responses 508 Responding to Competitors' Price Changes 509 Summary 510 Applications 510 MARKETING EXCELLENCE eBay 511 MARKETING EXCELLENCE Air Arabia 512
PART 6
Delivering Value
514
Chapter 17 Designing and Managing Integrated Marketing Channels 515 Marketing Channels and Value Networks 516 The Importance of Channels 516 Multichannel Marketing 516 Integrating Multichannel Marketing Systems 517 Value Networks 519 The Digital Channels Revolution 520 The Role of Marketing Channels 521 Channel Functions and Flows 522 Channel Levels 523 Service Sector Channels 524
Channel-Design Decisions 525 Analyzing Customer Needs and Wants 525 MARKETING INSIGHT Understanding the Showrooming Phenomena 525 Establishing Objectives and Constraints 526 Identifying Major Channel Alternatives 527 Evaluating Major Channel Alternatives 529 Channel-Management Decisions 530 Selecting Channel Members 530 Training and Motivating Channel Members 530 Evaluating Channel Members 531 Modifying Channel Design and Arrangements 532 Channel Modification Decisions 532 Global Channel Considerations 532 Channel Integration and Systems 534 Vertical Marketing Systems 534 Horizontal Marketing Systems 536 E-Commerce Marketing Practices 536 Pure-Click Companies 536 Brick-and-Click Companies 537 M-Commerce Marketing Practices 538 Changes in Customer and Company Behavior 539 M-Commerce Marketing Practices 539 Privacy 540 Conflict, Cooperation, and Competition 540 Types of Conflict and Competition 541 Causes of Channel Conflict 541 Managing Channel Conflict 541 Dilution and Cannibalization 543 Legal and Ethical Issues in Channel Relations 543 Summary 543 Applications 544 MARKETING EXCELLENCE Amazon.com 544 MARKETING EXCELLENCE Tesco 546
Chapter 18 Managing Retailing,Wholesaling, and Logistics 549 Retailing 549 Types of Retailers 550 MARKETING MEMO Innovative Retail Organizations 551
14
The Modern Retail Marketing Environment 554
MARKETING INSIGHT The Growth of Shopper Marketing 556 Marketing Decisions
557
MARKETING MEMO Helping Stores to Seil 562 Private Labels 563 Role of Private Labels 564 Private-Label Success Factors
564
MARKETING INSIGHT Manufacturer's Response to the Private-Label Threat 565 Wholesaling 565 Trends in Wholesaling 567 Market Logistics 567 Integrated Logistics Systems 568 Market-Logistics Objectives 569 Market-Logistics Decisions 570 Summary 573 Applications 574 MARKETING EXCELLENCE Zara 574 MARKETING EXCELLENCE Best Buy PART 7
Communicating Value
576 578
Chapter 19 Designing and Managing Integrated Marketing Communications 579 The Role of Marketing Communications 580 The Changing Marketing Communications Environment 580 MARKETING INSIGHT Don't Touch That Remote 580 Marketing Communications Mix 581 How Do Marketing Communications Work? 583 The Communications Process Models 584 Developing Effective Communications 586 Identify the Target Audience 586 Set the Communications Objectives 587 Design the Communications 587 Select the Communications Channels 590 MARKETING MEMO Celebrity Endorsements as a Message Strategy 591 MARKETING INSIGHT Playing Tricks to Build a Brand 593
Establish the Total Marketing Communications Budget 594 Selecting the Marketing Communications Mix 595 Characteristics of the Marketing Communications Mix 596 Factors in Setting the Marketing Communications Mix 597 Measuring Communication Results 599 Managing the Integrated Marketing Communications Process 599 Coordinating Media 601 Implementing IMG 601 MARKETING MEMO How Integrated Is Your IMC Program? 601 Summary 602 Applications 603 MARKETING EXCELLENCE Red Bull 603 MARKETING EXCELLENCE L'Oreal 604
Chapter 20
Managing Mass Communications: Advertising, Sales Promotions, Events and Experiences, and Public Relations 607
Developing and Managing an Advertising Program 608 Setting the Advertising Objectives 609 Deciding on the Advertising Budget 609 Developing the Advertising Campaign 610 MARKETING MEMO Print Ad Evaluation Criteria 612 MARKETING INSIGHT Off-Air Ad Batties 614 Choosing Media
615
MARKETING INSIGHT Playing Games with Brands 618 MARKETING MEMO Winning The Super Bowl of Advertising 619 Evaluating Advertising Effectiveness 621 Sales Promotion 622 Advertising Versus Promotion 622 Major Decisions 623 Events and Experiences 626 Events Objectives 626 Major Sponsorship Decisions 627
MARKETING MEMO Measuring High-Performance Sponsorship Programs 628 Creating Experiences 628 Public Relations 629 Marketing Public Relations 629 Major Decisions in Marketing PR 630 Summary 631 Applications 632 MARKETING EXCELLENCE Evian 632 MARKETING EXCELLENCE Gillette 634
Chapter 21 Managing Digital Communications: Online, Social Media, and Mobile 637 Online Marketing 637 Advantages and Disadvantages of Online Marketing Communications 638 Online Marketing Communication Options 639 MARKETING MEMO How to Maximize the Marketing Value of E-mails 642 Social Media 642 Social Media Platforms 643 Using Social Media 644 Word of Mouth 645 Forms of Word of Mouth 646 Creating Word-of-Mouth Buzz 646 MARKETING MEMO How to Start a Buzz Fire 648 MARKETING INSIGHT Tracking Online Buzz 649 Measuring the Effects of Word of Mouth 650 Mobile Marketing 650 The Scope of Mobile Marketing 650 Developing Effective Mobile Marketing Programs 651 Mobile Marketing across Markets 651 Summary 652 Applications 653 MARKETING EXCELLENCE Facebook 653 MARKETING EXCELLENCE Unilever (Axe and Dove) 654 15
Chapter 22
Managing Personal Communications: Direct and Database Marketing and Personal Selling 657
Direct Marketing 657 The Benefits of Direct Marketing 658 Direct Mail 659 Catalog Marketing 660 Telemarketing 660 Other Media for Direct-Response Marketing 661 Public and Ethical Issues in Direct Marketing 661 Customer Databases and Database Marketing 662 Customer Databases 662 Data Warehouses and Data Mining 662 The Downside of Database Marketing 664 Designing the Sales Force 664 Sales Force Objectives and Strategy 666 Sales Force Structure 667 MARKETING INSIGH7 Major Account Management 668 Sales Force Size 668 Sales Force Compensation 668 Managing the Sales Force 669 Recruiting and Selecting Representatives 669 Training and Supervising Sales Representatives 669 Sales Rep Productivity 670 Motivating Sales Representatives 670 Evaluating Sales Representatives 671 Principles of Personal Selling 673 The Six Steps 673 Relationship Marketing 674 Summary 675 Applications 675 MARKETING EXCELLENCE Progressive 676 MARKETING EXCELLENCE Victorias Secret 677 PART 8
Conducting Marketing Responsibly for Long-term Success
678
Chapter 23 Managing a Holistic Marketing Organization for the Long Run 679 Trends in Marketing Practices 679 Internal Marketing 680
MARKETING MEMO Characteristics of Company Departments That Are Truly Customer Driven 681 Organizing the Marketing Department 682 Relationships with Other Departments 684 Building a Creative Marketing Organization 684 MARKETING INSIGHT The Marketing CEO 685 Socially Responsible Marketing 685 Corporate Social Responsibility 686 MARKETING INSIGHT The Rise of Organic 689 Socially Responsible Business Models 690 Cause-Related Marketing 690 MARKETING MEMO Making a Difference: Top 10 Tips for Cause Branding 693 Social Marketing 694 Marketing Implementation and Control 697 Marketing Implementation 697 Marketing Control 697 The Future of Marketing 702 MARKETING MEMO Major Marketing Weaknesses 703 Summary 705 Applications 705 MARKETING EXCELLENCE Starbucks 706 MARKETING EXCELLENCE Virgin Group 707 Appendix Tools for Marketing Control Appendix: Sonic Marketing Plan and Exercises A1 Endnotes Et Glossary G1 Name Index 11 Company, Brand, and Organization Index 15 Subject Index 118
709