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Marketing Of Services
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MARKETING
Marketing is the managing profitable customer relationship
Marketing - companies create value for customers & build strong customer relationships in order to capture value from customers in return.
Service may be defined as an act or
performance that one party can offer to another that is essentially intangible and does not result in the ownership of any thing.
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NATURE & CHARATERISTICS
INTANGIBILITY
INSERPARABILITY
VARIABILITY PERISHABILITY
services
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WHAT MAKES SERVICES A SUCCESS ??
RELIABILITYRESPONSIVENESSASSURANCEEMPATHYTANGIBLES
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Marketing of service
Services marketing refers to both B2B & B2C services and includes marketing of services like telecommunication services , financial services, all types hospitality services, car rental services, air travel, health care, car services and professional services
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Features
It is a managerial process of managing services
It is an organizing effort of providing a foundation for the development of an organization
It is a social process helping an organization to understand the emerging social problem
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Service-profit chain
Which links services firm profits with employee and customer
Satisfied & productiv
e servi
ce employees
Greater
services value
Satisfied & loyal
customers
Healthy
services
profits & gain
Internal
services
quality
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TYPES OF SERVICE MARKETING
INTERNAL MARKETING- “enabling the promise” Orienting & motivating customer-contact employees & supporting service people to work as a team to provide customer satisfaction.
EXTERNAL MARKETING- ”setting the promise” Attracting, keeping& growing customers and making profitable relationship with customers.
INTERACTIVE MARKETING- “delivering the promise” Training service employees in the fine art of interacting with customers to satisfy their needs
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Company
Internal External marketing market
Employees Customer
Interactive marketing
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Major Marketing Task
Managing Services Differentiation
Managing Service Quality
Managing Service Productivity
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Accessibility of E-communication
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Types of communication through Internet
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Service provider – eBay.com
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History of eBay
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eBay – a worldwide organisation
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Auctions
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eBay model
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How to register yourself ?
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Marketing
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Result Analysis
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To whom do they compete with .
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Acquisitions
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Partnerships
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Joint ventures
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Marketing through proposals
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Through facebook - Accessed by almost all section of literate society
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SWOT analysis
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Transparency, Universality, frequently .
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