The Extended Marketing Mix

The Extended Marketing Mix

1. People

2. Physical evidence

3. Process Management

4. Co-ordinated approach

5. Characteristics/implications

6. Customer Satisfaction and Effective Competition

   • Compatible and Co-ordinated
   • Service Quality
   • Target Market
   • Tactical Competitive Activities- people asset

7. Impact of other elements of the marketing mix

8. Relationship Marketing

9. Customer Retention

10. Customer Defection

11. Relationship Management

    • B2C
    • B2B
      • KAM
      • Internal Marketing

12. CRM

    • What is CRM?
    • CRM is not
    • Developments in CRM
    • Loyalty Cards
    • Customer Community