Chapter 9 Case Study 5. Background Global, not-for profit trade association in the building...
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Transcript of Chapter 9 Case Study 5. Background Global, not-for profit trade association in the building...
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Chapter 9
Case Study 5
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Background Global, not-for profit trade association in
the building industry Providing information for specialized
building materials Company Mission/Goal
Mission: To be the industry’s leading source for credible information on the benefits and applications of specialized building materials
Goal: To increase primary demand for customized building materials
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Background (Continue) Three main avenue of member support
1. Educational and technical or engineering expertise2. Ongoing liaison with governmental and regulatory
agencies3. Objective analysis of various building materials
Funded through: Membership dues Sales of technical publications Government grants
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Background (Continue)
Membership for supply chain group Manufacturers or producers Distributors and wholesalers End users
― Architects― General constructors― Engineers
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Distribution of the Company’s Membership by Supply Chain Group
Manufactuer DistributorWholesalerArchitectsContractorsEngineers
30%
15%
20%
8%
10%
17%
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Background (Continue) In existence for 80 years
Market share less than 1% Small institution with one large
competitor Budget less than 10%
Company challenges Creating an image Avoiding channel conflict in the supply chain
group
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E-Business Marketing Strategies Branding Strategy
Stage I Monitor the Environment
Stage II Brand Communication
Stage III Develop Communication Strategy
Stage IV Create an Image
Stage V Develop a Visual Image
Stage VI Develop Branding Strategies
Stage VII Establish Strategic Alliances
Stage VIII Develop an Internet Presence
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Branding Strategies Step 1: Monitor the environment to identify and
develop ongoing, value-laden enhancements Research governmental & Regulatory
changes/Quarterly meetings among membership, government
Providing a positive experience E-service quality
Core― Efficiency― Fulfillment― Reliability― Privacy
Recovery― Toll-free telephone number
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Branding Strategies (Continue) Step 2: Brand communication through long-
term-oriented advertising and public relations Targeted communication strategy
Public relations Personal selling
Through the members’ sales force Long-term advertising
Member services and new Web site Specific trade journal publications for the building
industry On-staff technical experts publish articles
Various building materials information The material decision-making process
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Branding Strategies (Continue)
Step3: Communication strategies to reach opinion leaders and generate positive word of mouth and mouse Trade shows Target the decision makers and the
users
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Distribution of Members in the Buying Center
I nitiators
Users
Influencers
Deciders
Approvers
Buyers
Gatekeepers
30%
15%
10% 0% 5% 20%
20%
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Branding Strategies (Continue) Step 4: Create an image
Long-term organizational branding Knowledgeable and credible source
Step 5: Develop a visual image The global perspective with a tagline― “The only source for building materials
selection” Step 6: Develop branding strategies for all
customer-contact points Different online services for each customer
contact group― Ex: More educational level of information
services for intermediaries
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Branding Strategies (Continue) Step 7: Establish Strategic Alliances
Government and regulatory agencies Positive word of mouth and mouse
Trade publications Main competitor
Link each other, but information limited due to the membership fee
Step 8: Develop an Internet presence Online supplemented in the offline environment CRM—deepening the relationship by providing
the most relevant services to its target audiences
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Primary Stakeholders
Employees Customers/Investors
Suppliers Manufactures/Producers Intermediaries End users Government/Regulatory Organization
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Value Bubble Launching Web site Value Bubble
Stage I Attracting
Stage II Engaging
Stage III Retaining
Stage IV Learning
Stage V Relating
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Value Bubble (Continue) Attracting (Building Traffic)
Public releases Personal selling Online and off-line advertising
Online—links on all existing members’ sites Offline—trade journals
Attract Technologies PDF files
Technical fact sheets and case studies Brochure-ware Publications/Order form
Slow delivery No Credit card account
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Logo
Text BlockPhoto
Navigation Buttons
Links LinksLinksLinks LinksLinks
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Value Bubble (Continue)
Engaging (Building Loyalty) Customized for manufacturers,
intermediaries, and end users. Online users receive customized pages
based on their group selection
Engage Technologies Contact number listings Links to all members
― Broken links
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Value Bubble (Continue)
Retaining (Strengthening the Relationship) Frequent updates New services
Retain Technologies Upcoming Events Page Online client-monitoring for updates and
offers of new services
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Value Bubble (Continue)
Learning (Building the Database) Registration
• Database Preferences Demographics Company affiliations
Learn Technology Paper Application Form
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Value Bubble (Continue) Relating (Data-Driven Interactions)
Personalize the interaction Previous customer behavior
Monitor the frequently asked questions Seminar
Relate Technology Telephone Fax E-mail
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Summary
Success is highly unlikely Factors
Technological problem Branding
Marketing Theme Valuable Exchange Process Creating A Brand
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An Example of Company
The American Concrete Institution
http://www.aci-int.org/general/home.asp
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Questions?