4. Programma - DIM Mix
Inzicht in de ontwikkelingen ohgv marktwerking, marketing, DIM en
klanten
Inzicht in de DIM mix, veranderingen / vernieuwingen/
verwachtingen
Modellen en kaders voor propositioning: waarde, klant, organisatie
Kaders DIM plan en bespreken van enkele plannen
4
5. Stijl
Met z’n allen
In lijn met
Kennis in ontwikkeling
Zelf doen
Geen kapstok
Mis en place
…
5
16. 16
Marketingcommunicatie ging over positionering:
Bedrijven en merken die tegen grote groepen
mensen praten Vandaag gaat het ook over profiling:
Bedrijven en merken die tegen
individuele mensen praten
En in opkomst: Mensen praten terug. De wereld
van de blogs, social networks, Web 2.0, web
3.0… Mensen participeren in ‘het proces’
Marketingcommunicatie ging over lineaire
processen. En impulsen…
Marketingcommunicatie ging over ‘grip op de
zaak houden’, kijken of datgene wat erin is
gestopt ook wordt gereproduceerd
Marketingcommunicatie wordt meer en meer
communicatie en zaken doen via media die door
databases worden aangestuurd
Marketingcommunicatie wordt meer en meer omgaan met
‘communicatieve zelfsturing’. Mensen nemen ook zelf het
initiatief voor contact. En zoeken naar ‘waarde voor hen’
25. Digital Marketing Plan
Business
objectives
1. From business
objectives to
customer objectives
2. Define digital
marketing strategy
3. Implement digital
marketing plan
4. Profile, measure,
Improve
a. Evaluate digital
marketing performance
b. Assess
online marketplace
a. Define customer
value proposition
b. Define digital
marketing mix
a. Implement customer
experience
b. Execute digital
marketing
25
28. Traditionele marketing Digitale marketing
Focus
“Selling the brand”
Nadruk op markt, (massa)productie,
beheersing keten, promoten van
merken
Marketingoriëntatie:
massamarketing; lineaire marketing
Waardepropositie rondom product
(prijs, kwaliteit, merk)
Segmenten
Transactiegericht
Actiegericht
Acquisitie
Marktaandeel
Focus
“Managing the consumer”
Focus op klant, individuele
interesses en vraag
Marketingoriëntatie: interactieve
marketing
Waardepropositie rondom
persoon (tijd, content) –
klantwaarde
Clusters t/m n=1
Conversatiegericht
Procesmatig
Retentie, verlengen customer life
cycle
Share of wallet / klantaandeel
Strategie
Gericht op producten en markten
Strategie
Gericht op
klantwaardemanagement
Marketing intelligence / data
Marktonderzoek
Gegeneraliseerde data uit
steekproefonderzoek anonieme
klantenkring
Doelgroepkennis
Pre- en posttests van reclame
Marketing intelligence / data
Gedragsgegevens
Individuele klantkennis door
analyse van klantdata
Klantkennis, customer insight
Webstatistieken, A/B-testen,
browse- en clickanalyse, usability
onderzoek etc.
Terminologie
28
Traditionele marketing Digitale marketing
Product
Assortiment
Productattributen, relatief tastbaar
Massa productie
Product
Individueel aanbod
Content attributen, virtueel
Massa customization
Communicatie
Massacommunicatie, massamedia
Éénrichtingsverkeer, zenden
Off-line kanalen; radio, TV, print
Bekendheid van het bedrijf (bij de
klant)
Positionering (naar grote groepen
mensen)
Input – output gericht
Communicatie
1-2-1 communicaite
Interactief, dialoog
Online kanalen; websites, e-mail,
narrowcasting
Bekendheid met de klant (door
het bedrijf)
Profiling (naar individuen)
Gericht op omgaan met
communicatieve zelfsturing
Distributie
Monodistributie
Distributie
Multi-channel benadering
Prijs
Standaard prijzen
Prijsverschillen
Prijs
Mogelijkheid tot flexibele pricing
Lagere prijzen door transparantie
Performance
Omzet, afzet
Bereik
Kosten
Performance
Klantwaarde
Response en conversie
Kosten/ro(m)i per contact/klant
29. Van M naar DIM
Marketingmix bestaat uit 4 p’s
DIM?
Marketing is massa
DIM?
Marketing is marktgericht
DIM?
Marketing is push
DIM?
Marketing heeft een vaste plek in de organisatie
DIM?
29
30. ‘The Generic Value Chain (M.
Porter)’SupportActivities
Primary Activities
Margin
Margin
Firm infrastructure
Human resource management
Technology development
Procurement
ServiceMarketing
and sales
Outbound
Logistics
OperationsInbound
Logistics
30
34. DIM mix steps
1. Start with your website goals
and how to create value for
your customers
2. Research your online
marketplace to define the
most appropriate marketing
mix for your digital strategy
3. Integrate web analytics, on
and offline conversion
tracking and optimization so
that campaign performance
can be tracked and optimized.
4. Implement the tactics that fit
your goals best. Be flexible.
Be agile!
35. The Value-Delivery Process
(a) Traditional physical process sequence
(b) Value creation and delivery process
Choose the Value Provide the Value Communicate the Value
Make the Product
Design
Product
Procure Make
Sell the Product
Price Sell
Advertise/
Promote Distribute Service
Strategic Marketing Tactical marketing
Strategic Marketing Tactical marketing
35
38. Marketing ‘morgen’…
Customer ‘lock-in’ wordt ‘mutual commitment’
Reduction of brands
Anders besteden van marketing budget
Minder ‘typisch’ marketing budget
Shift van verleiding naar service
Shift van sales naar service
Tijd is meer waard dan geld
Consumeren in plaats van selecteren (= tijd besteding zoals evoked
sets en shortlists)
Cooperatieve markten en concurrenten (interfacing / alliances)
Strijd om reputatie en ‘data’ (informatie, kennis)
…
38
39. Competitive Advantage - vandaag
The key superior performance is to gain and
hold a competitive advantage through
differentiation of product offering, which
provides superior customer value or by
managing for lowest delivered cost
39
40. Competitive Advantage – ‘morgen’
Competitive advantage is the advantage over
competitors gained by offering greater value
either through lower prices or by providing
more benefits that justify higher prices
40
43. Source: PricewaterhouseCoopers / Internet Advertising Bureau / Advertising
Association / Radio Advertising Bureau / WARC, Oct 2009
Digital
spend
Paid Search
= Google Adwords
Dim in marketing
21,9%
19,2%
11,7% 5,1%
3.2%
1.0%5.4%
13.1%
19,5%
Television
Press Display
Internet
Press Classified
Direct Mail
Outdoor
Directories
Radio
Cinema
59,3%
19,0%
0,3%
21,4%
Display
Classifieds
Paid for search
Solus Email
Bestedingen binnen DIM
Wat doet ‘iedereen’ digitaal
45. The marketing mix
Van de 4Ps van Jerome McCarthy naar de 7Ps van
Booms and Bitner (services mix)
4Ps – Product, Price, Place, Promotion
7Ps – add People, Processes and Physical Evidence
8th P – online Partnerships
55. Leslie de Chernatony / Malcolm McDonald 1992
- Creating Powerful Brands
‘an identifiable product or service augmented in
such a way that the buyer or user perceives
relevant unique added values, which match
their needs most closely. Furthermore, its
success results from being able to sustain
these added values in the face of competition’.
Brands (merken)
56. Brands online
Dayal et al.: ‘on the world wide web, the brand is the experience
and the experience is the brand’. They suggest that to build
successful online brands, organisations should consider how
their proposition can build on these possible brand promises
the promise of convenience – making a purchase experience more
convenient than the real-world, or for rivals
the promise of achievement – to assist consumers in achieving their
goals, for example supporting online investors in their decision or
supporting business people in their day-to-day work
the promise of fun and adventure – this is clearly more relevant for B2C
services
the promise of self-expression and recognition – provided by
personalization services such as Yahoo! Geocities where consumers
can build their own web site
the promise of belonging – provided by online communities
58. OVP – Internet “just another channel to
market”
Core brand proposition = Marketing Mix:
Who are you?
What do you do?
Where you do it?
What makes you different?
59. OVP – Internet “just another channel to
market”
OVP - Online Value Proposition
Reinforces core brand proposition and credibility,
but messaging shows:
Value that a site visitor get from your online brand
or campaign that…
They can’t get from you offline?
They can’t get from competitors?
Communicate message forcefully: online and
offline
63. Online missie
Toegang bieden tot een inspirerende online omgeving die zowel particulieren als MKB informeert
op het gebied van verzekeren, pensioenen en hypotheken, die de merkwaarden communiceert
en fungeert als een effectieve lead generator.
Online strategische doelstellingen
1. Leadgeneratie: Genereren van gekwalificeerde leads onder particulieren en MKB
bedrijven in de regio Haarlem en daarmee realiseren van nieuwe, winstgevende
omzet
2. Branding: Realiseren van een positieve impressie onder website bezoekers die de
merkwaarden van Boogaard Assurantiën ondersteunt
Financieel
Klant
Website
Organisatie
Online Strategie Kaart
Bedrijf: Boogaard Assurantiën
Website: Boogaard-assurantien.nl
Periode: 2009 - 2010
Auteur: Jan Fictief
CASE VERZEKERAAR
Responstijd op
leads
CMS en CRM
software
Statistieken
software
Content
handleiding
Actualiteit
content
Kwaliteit
content
Gebruiks-
vriendelijkheid
Vormgeving
Technische
performance
Bereik Google
Adwords
Unieke
bezoekers
Engagement &
interactie
Conversie ratio
Tevredenheid
Merkbeleving
Marketingkosten
Omzet uit bestaande
klanten
Winstgevende groei
Omzet uit nieuwe
klanten
ICT kosten
64. DIM - van sales naar service naar ...
64
“Business needs” benodigen een business, een marktsegment is
slechts een ‘educated guess’
Wat is uw ‘compelling proposition’?
Een business bestaat uit klanten
Benoem je eigen klant…
65. Zekerheid is onzekerheid managen
Marketingmodellen zijn veelal gemaakt in en voor de stabiele jaren
’60 - ’70. De huidige werkelijkheid is eigenlijk niet meer modelmatig
te benaderen. En betekent het managen en omgaan met
complexiteit van chaos en fractals
Maak gebruik van intelligentie (kennis, ervaring en tools) en creatie
(wisdom of crowds)
ABC
Vergeet niet, marketing is the standard of living to
society…
65
67. Contact
Egbert Jan van Bel (egbertjan@vanbel.nl)
Beeckestijn Business School
Postbus 333
3830 AJ Utrecht
T +31 (0)88-472 22 30
F +31 (0)84-220 79 87
E info@beeckestijn.org
W www.beeckestijn.org
Notas do Editor
Explain the flow
There is an overwhelming number of opportunities
Marketing is about making choices
Your vision is your starting point to make these choices.
Companies lead by visionaries like Sun (Scott McNealy) perform better at the stock market
Visie is daarbij uitgangspunt.
Emphasize focus on strategic component instead of program manangement/control.
Trends relevant for external analysis:
Globalization, competition is 1/8 sec away
Dematerialization into knowledge (from atoms to bits, Negroponte)
Networking effects leading to hypergrowth
Client needs: individualization e.g. Benneton
Explain the flow
There is an overwhelming number of opportunities
Marketing is about making choices
Your vision is your starting point to make these choices.
Companies lead by visionaries like Sun (Scott McNealy) perform better at the stock market
Visie is daarbij uitgangspunt.
Emphasize focus on strategic component instead of program manangement/control.
Trends relevant for external analysis:
Globalization, competition is 1/8 sec away
Dematerialization into knowledge (from atoms to bits, Negroponte)
Networking effects leading to hypergrowth
Client needs: individualization e.g. Benneton
Some fundamental questions.
Why would anyone link to your site (unpaid)
How can you engage visitors who aren’t interested right now?
Why don’t visitors respond (selective opt-out)
What do your Emails add other than selling – they are just like Dell’s – How to make your emails engaging?
The basic proposition should be clear also:
Who we are?
What we do?
Where we do it?
What makes us different?
Why can you trust us?
In his Alertbox ‘Tagline Blues: What's the Site About?’ Jakob Nielsen suggests:
‘To assess whether your homepage communicates effectively to visitors in the crucial first 10 seconds, follow two simple guidelines:
First, collect the taglines from your own site and your three strongest competitors. Print them in a bulleted list without identifying the company names. Ask yourself whether you can tell which company does what. More important, ask a handful of people outside your company the same question.
Second, look at how you present the company in the main copy on the home page. Rewrite the text to say exactly the opposite. Would any company ever say that? If not, you're not saying much with your copy, either.’
http://www.useit.com/alertbox/20010722.html
But the communication of the OVP should not end with the tag-line. More detailed explanations of the benefits of using the OVP can be communicated:
On the homepage through feature lists or imagery that shows the benefits or experiences that are available
In the About Us section
In the Contact Us section
In the Help section
In the e-newsletter archive
In Frequently Asked Questions
Some fundamental questions.
Why would anyone link to your site (unpaid)
How can you engage visitors who aren’t interested right now?
Why don’t visitors respond (selective opt-out)
What do your Emails add other than selling – they are just like Dell’s – How to make your emails engaging?
The basic proposition should be clear also:
Who we are?
What we do?
Where we do it?
What makes us different?
Why can you trust us?
In his Alertbox ‘Tagline Blues: What's the Site About?’ Jakob Nielsen suggests:
‘To assess whether your homepage communicates effectively to visitors in the crucial first 10 seconds, follow two simple guidelines:
First, collect the taglines from your own site and your three strongest competitors. Print them in a bulleted list without identifying the company names. Ask yourself whether you can tell which company does what. More important, ask a handful of people outside your company the same question.
Second, look at how you present the company in the main copy on the home page. Rewrite the text to say exactly the opposite. Would any company ever say that? If not, you're not saying much with your copy, either.’
http://www.useit.com/alertbox/20010722.html
But the communication of the OVP should not end with the tag-line. More detailed explanations of the benefits of using the OVP can be communicated:
On the homepage through feature lists or imagery that shows the benefits or experiences that are available
In the About Us section
In the Contact Us section
In the Help section
In the e-newsletter archive
In Frequently Asked Questions