Brand exchanges created by consumers themselves- both invited and uninvited - by which consumers are playing sn increasing role in shaping their own bran experiences and those of other consumers

Working closely with partners in other company departments and outside the company to jointly bring greater value to customers

The value of the entire stream of purchases a customer makes over a lifetime of patronage

The portion of the customer's purchasing that a company gets in its product categories .

The total combined customer lifetime values of all of the company's customers .

Using digital marketing tools such as Websites, social media, mobile apps and ads, online video, email, and blogs and engage customers anywhere, at any time, via their digital devices

The process of developing and mantaining strategic fit between the organization's goals and capabilities and its changing marketing opportunities

A statement of the organization's purposes - what it wants to accomplish in the larger environment

The collection of businesses and products that make up the company

The process by which management evaluateS the products and businesses that make up the company

A portfolio-planning tool for identifying companies growth opportunities through market penetration, market development, product development, or diversification

A protfolio-planning method that evaluates a company's SBU in terms of market growth rate and relative market share

Company growth by increasing sales of current products to current market segments without changing the product

Company growth by identifying and developing new market segments for current company products

Company growth by offering modified or new products to current market segments

Company growth through starting up or aquiring businesses outside the company's current products and markets

The network made up of the company, its suppliers, its distributors, and, ultimately, its customers who partner with each other to improve the performance of the entire system

The marketing logic by which the company hopes to create customer value and achieve profitable customer relationships

Dividing a market into distinct groups of buyers who have different needs, characteristics or behaviors, and who might require separate products or marketing programs

A group of consumers who respond in a similar way to a given set of marketing efforts

The process of evaluating each market segment's attractiveness and selecting one or more segments to enter

Arranging for a product to occupy a clear, distinctive, and desirable place relative to competing products in the minds of target consumers

Actually differentiating the market offering to create superior customer value

The set of tactical marketing tools - product, price, place and promotion - that the firm blends to produce the respone it wants in the target market - guided by marketing strategy

Turning marketing strategies and plans into marketing actions to accomplish strategic marketing objectives

Measuring and evaluating the results of marketing strategies and plans and taking corrective action to ensure that the objectives are achieved

Checking ongoing performance against the annual plan

The net return from a marketing investment divided by the costs of the marketing investment

Meaningful sets of marketing performance measures in a single desplay used to monitor strategic marketing performance

The process by which companies create value for customers and build strong customer relationships in order to capture value from customers in return

States of felt deprivation

The form human needs take as they are shaped by culture and individual personality

Human wants that are baked by buying power

Some combination of products, services, information, or experiences offered to a market to satisfy a need or want

The mistake of paying more attention to the specific products a company offers than to the benefits and experiences produced by these products

The act of obtaining a desired object from someone by offering something in return

The set of all actual and potential buyers of a product or service

The art and science of choosing target markets and building profitable relationships with them

The idea that consumers will favor products that are available and highly affordable, therefore, the organization should focus on improving production and distribution efficiency

The idea that consumers will favor products that offer most quality, perfomance, and features, therefore, the organization should devote its energy to making continuous product improvements

The idea that consumers will not buy enoguh of the firm's products unless the firm undertakes a large-scale selling and promotion effort

A philosophy in which achieving organizational goals depends on knowing the needs and wants of target markets and delivering the desired satisfactions better than competitors do

The idea that a company's marketing decisions should consider consumer's wants, the comapny requirements, consumer's long-run interests, and society's long-run interests

The overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction

The customer's evaluation of the difference between all the benefits and all the costs of a marketing offer relative to those of competing offers

The extent to which a product's perceived performance matches a buyer's expectations

Making the brand a meaningful part of consumer's conversations and lives by fostering direct and continuous customer involvement in shaping brand conversations, experiences, and community

The actors and forces outside marketing that affect marketing management's ability to build and maintain successful relationships with target customers

The actors close to the company that affect its ability to serve its customers - the company, suppliers, marketing intermediaries, customer markets, competitors, and publics

The larger societal forces that affect the environmetn - demographic, economic, natural, technological, political and cultural forces

Firms that help the company to promote, sell and distribute its goods to final buyers. (Important component of the value delivery network)

Any group that has an actual or potential interest in or impact on an organization's ability to achieve its objectives

The study on human populations in terms of size, density, location, age, gender, race, occupation, and other statistics

The 78 million people born during the years following World War II and lasting until 1964

The 49 million people born between 1965 and 1976 in the "birth death" following the baby boom

The 83 million children of the baby boomers born between 1977 and 2000

People born after 2000 (although many analysts include people born after 1995) who make up the kids, tweens, and teen markets

Economic factors that affect consumer purchasing power and spending patterns

The physical environment and the natural resources that are needed as inputs by marketers or that are affected by marketing activities

Developing strategies and practices that create a world economy that the planet can support indefinitely

Forces that create new technologies, creating new product and market opportunities

Laws, government agencies, and pressure groups that influence and limit various organizations and individuals in a given society

Institutions and other forces that affect society's basic values, perceptions, preferences, and behaviors

Fresh undertanding of customers and the marketplace derived from marketing information that become the basis for creating customer value and relationships

People and procedures dedicated to assessing information needs, developing the needed information, and helping decision makers to use the information to generate and validate actionable customer and market insights

Electronic collections of consumer and market information obtained from data sources within the company network

The systematic collection and analysis of publicly available information about consumers, competitors, and developments in the marketing environment

The systematic design, collection, analysis and reporting of data relevant to a specific marketing situation facing an organization

Marketing research to gather preliminary information that will help define the porblems and suggest hypotheses

Marketing research to beter describemarketing problems, situations, or markets, such as the market potential for a product or the demographics and attitudes of consumers

Marketing research to test hypotheses about cause-and-effect relationships

Information that already exists somewhere, having been collected for another purpose

Information collected for the specific purpose at hand

Gathering primary data by observing relevant people, actions and situations

A form of observational research that invoves sendinf trained observers to watch and interact with consumers in their "natural environments"

Gathering primary data by asking people questions about their knowledge, attitudes, preferences and buying behavior

Gathering primary data by selecting matched groups of subjects, giving them different treatments, controlling related factors, and checking for differences in group responses.

Personal interviewing that involves inviting 6 to 10 people to gather for a few hours with trained interviewer to talk about a product, service, or ogranization. The interviewer focuses the group discussion on important issues

Collecting primary data online through internet surveys, online focus groups, Web-based experiments, or tracking consumers' online behavior

Gathering in a small group of people online with a trained moderator to chat about a product, service, or organization and gain quantitative insights about consumer attitudes and behavior

Using online consumer tracking data to target advertisements and marketing offers to specific consumers

A segment of the population selected for marketing research to represent the population as a whole

Managing detailed information about individual customers and carefully managing customer touch points to maximize customer loyalty

The buying behavior of final consumers - individuals and households that buy goods and services for personal consumption

All the individuals and households that buy or acquire goods and services for perosnal consumption

The set of basic values, perceptions, wants and behaviors learned by a member of society from family and other important institutions

A group of people with shared value systems based on common life experiences and situations

Including ethnic themes and cross cultural perspectives within a brand's mainstream marketing, appealing to consumer similarities across subcultures rather than differences

Relatively permanent and ordered divisions in a society whose members share similar values, interests and behaviors

Two or more people who interact to accomplish individual or mutual goals

The impact of the personal words and recommendations of trusted friends, associates, and other consumers on buying behavior

A person within a reference group who, because of special skills, knowledge, personality, or other characteristics, exerts social influence on others

Online social communities - blogs, social networking Websites, and other online communities - where people socialize or exchange informations and opinions

A person's pattern on living as expressed in his or her activities, interests, and opinions

The unique psuchological characteristics that distinguish a person or group

A need that is sufficiently pressing to direct the person to seek a satisfaction of the need

The process by which people select, organize, and interpret information to form a meaningful picture of the wold
- Selective Distorsion
- Subliminal advertising

Changes in an individual's behavior arising from experience

A person's consistently favorable or unfavorable evaluations, feelings, and tendencies toward an object or idea

Buyer discomfort caused by post purchase conflict

A good, service, or idea that is perceived by some potential customers as new

The mental process through which an individual passes from first hearing about an innovation to final adoption

The buying behavior of organizations that buy goods and services for use in the production of other products and services that are sold, rentedm or supplied to others

The decision process by which business buyers determine which products and services their organizations needs to purchase and then find, evaluate and choose among alternative suppliers and brands
Far fewer but far larger buyers

Business demand that ultimately comes from (derives from) the demand for consumer goods

Systematic development of networks of supplier-partners to ensure an appropriate and dependable supply of products and materials for use in making products or reselling them to others

A business buying situation in which the buyer routinely reorders something without modifications

A business buying situation in which the buyer wants to modify product specifications, prices, terms or suppliers

A business buying situation in which the buyer purchases a product or service for the first time

Buying a packaged solution to a problem from a single seller, thus avoiding all the separate decisions involved in a complex buying situation