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A presentation on marketing your library or information service. Originally given to a training session run by CLLG in October 1999 but most of this is still relevant since it focuses on the more theoretical aspects of marketing
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Marketing your Library or Information Service
Susan Mansfield
Legal Services Information Manager
Shell International Limited
Marketing
• a process
• a philosophy
• a management function
Marketing
“Marketing is the management process which identifies anticipates and supplies customer requirements efficiently and profitably”
Chartered Institute of Marketing
Marketing
“Marketing consists of individual and organisational activities that facilitate and expedite satisfying exchange relationships in a dynamic environment through the creation, distribution, promotion and pricing of goods, services and ideas”
Marketing
Planning Process
• mission
• strategic planning
• goals
Marketing
Planning Process
• internal audit strengths and weaknesses
• external audit opportunities and threats
Marketing
Planning Process
• analyse marketing opportunities
• select target markets
• develop marketing mix
• manage marketing effort
Marketing
Ansoff’s Model
Existing products New products
Existing markets MARKET PENETRATION PRODUCT DEVELOPMENT
New markets MARKET DEVELOPMENT DIVERSIFICATION
Marketing
market segment
“relatively homogenous group of customers who respond to the marketing mix in the same way”
Marketing
Specific targets
• geographic segmentation
• behaviour segmentation
• customer segmentation
Marketing
Market coverage
• undifferentiated
• differentiated
• concentrated
Marketing
Marketing Mix
• product core product actual product augmented product
Marketing
Marketing Mix
• price mark up discounts target pricing discriminatory pricing perceived value promotional pricing going rate psychological pricing
Marketing
Marketing Mix
• place location environment
Marketing
Marketing Mix
• Promotion advertising public relations sales promotion personal selling direct mail
Marketing
Good
• object
• device
• thing
Service
• deed
• performance
• effort
Marketing
Why services are different from products
• intangibility
• inseparability
• variability
• perishability
Marketing
Creating tangibility
• promote the role of plant
• keep customer informed
• develop relationship between provider and customer
• improve accessibility
Marketing
Marketing Mix
• people
• physical evidence
• process
Marketing
Types of risk
• performance risks
• physical risks
• financial risks
• psychological risks
• social risks
• time loss risks
Marketing
Reducing risk
• determine expectations
• exercise care with promises
• assist consumers to evaluate service
• pay attention to customer-contact personnel
• encourage trials
• reduce customer anxiety
Marketing
• Tangibles• Reliability• Responsiveness• Competence• Courtesy
• Credibility• Security• Access• Communications• Understanding the
customer
Dimensions to service quality
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