1. Chapter 4- slide 1 Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall Chapter Four Managing Marketing Information to Gain Customer Insights

2. Chapter 4- slide 2 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Learning Objectives Assessing Marketing Information Needs Developing Marketing Information Marketing Research Topic Outline

3. Chapter 4- slide 3 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Marketing Information and Customer Insights Marketing information system (MIS) consists of people and procedures for: –Assessing the information needs –Developing needed information –Helping decision makers use the information for customer Marketing Information Systems (MIS)

4. Chapter 4- slide 4 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Assessing Marketing Information Needs MIS provides information to the company’s marketing and other managers and external partners such as suppliers, resellers, and marketing service agencies

5. Chapter 4- slide 5 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Assessing Marketing Information Needs Balancing what the information users would like to have against what they need and what is feasible to offer Characteristics of a Good MIS User’s Needs MIS Offerings

6. Chapter 4- slide 6 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Internal dataMarketing intelligenceMarketing research Marketers obtain information from

7. Chapter 4- slide 7 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Internal databases are electronic collections of consumer and market information obtained from data sources within the company network Internal Data

8. Chapter 4- slide 8 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Marketing intelligence is the systematic collection and analysis of publicly available information about consumers, competitors, and developments in the marketplace Marketing Intelligence

9. Chapter 4- slide 9 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Marketing research is the systematic design, collection, analysis, and reporting of data relevant to a specific marketing situation facing an organization Marketing Research

10. Chapter 4- slide 10 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall 1.Defining problem & research objectives 2.Developing the research plan 3.Implementing the research plan 4.Interpreting & reporting the findings Marketing Research Process

11. Chapter 4- slide 11 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Marketing Research 1. Defining the Problem and Research Objectives Exploratory researchDescriptive researchCausal research

12. Chapter 4- slide 12 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Outlines sources of existing data Spells out the specific research approaches, contact methods, sampling plans, and instruments to gather data Marketing Research 2. Developing the Research Plan

13. Chapter 4- slide 13 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Secondary data consist of information that already exists somewhere, having been collected for another purpose Primary data consist of information gathered for the special research plan Marketing Research Developing the Research Plan

14. Chapter 4- slide 14 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Secondary data Advantages CostSpeed Could not get data otherwise Disadvantages CurrentRelevantAccuracyImpartial

15. Chapter 4- slide 15 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Planning Primary Data Collection Research approaches Contact methodsSampling plan Research instruments Marketing Research

16. Chapter 4- slide 16 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Observational research involves gathering primary data by observing relevant people, actions, and situations Ethnographic research involves sending trained observers to watch and interact with consumers in their natural environment Market Research Research Approaches

17. Chapter 4- slide 17 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Survey research is the most widely used method and is best for descriptive information—knowledge, attitudes, preferences, and buying behavior Flexible People can be unable or unwilling to answer Gives misleading or pleasing answers Privacy concerns Market Research Research Approaches

18. Chapter 4- slide 18 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Experimental research is best for gathering causal information— cause-and-effect relationships Market Research Research Approaches

19. Chapter 4- slide 19 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Focus Groups –Six to 10 people with a trained moderator –Challenges Expensive Difficult to generalize from small group Consumers not always open and honest Marketing Research Contact Methods

20. Chapter 4- slide 20 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Online marketing research Internet surveys Online panels Online experiment s Click- stream data Online focus groups Marketing Research Contact Methods

21. Chapter 4- slide 21 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Advantages Low cost Speed Higher response rates Good for hard to reach groups Disadvantages Restricted internet access Not sure who is answering Marketing Research Online Research

22. Chapter 4- slide 22 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Sample is a segment of the population selected for marketing research to represent the population as a whole –Who is to be surveyed? –How many people should be surveyed? –How should the people be chosen? Marketing Research Sampling Plan

23. Chapter 4- slide 23 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Marketing Research Research Instruments Questionnaires Most common Administered in person, by phone, or online Flexible Watch working and ordering of questions

24. Chapter 4- slide 24 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Closed-end questions include all possible answers, and subjects make choices among them –Provide answers that are easier to interpret and tabulate Open-end questions allow respondents to answer in their own words –Useful in exploratory research Marketing Research Research Instruments - Questionnaires

25. Chapter 4- slide 25 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Mechanical devices People meters Checkout scanners Neuro- marketing Marketing Research Research Instruments

26. Chapter 4- slide 26 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Collecting the informationProcessing the informationAnalyzing the information Marketing Research 3. Implementing the Research Plan

27. Chapter 4- slide 27 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Developing Marketing Information Interpret findingsDraw conclusionsReport to management Marketing Research 4. Interpreting & reporting the findings

28. Chapter 4- slide 28 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America. Copyright © 2010 Pearson Education, Inc. Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall