marketing of services . marketing marketing is the managing profitable customer relationship ...

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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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