MM by geoqureshi



Maximizing your existing customer relationships is one way to increase revenue and
maximize your profits. Several companies are focused on providing excellent customer
service to their existing customers, as they know how important it is to retain existing
customers. Inbound marketing strategies revolve around managing customer interact
on the phone or in the store.

Inbound marketing provides a key advantage to your company for a number of reasons.
First, you already have the customer's full attention. Second, the customer is ready to
give you their time. Third, the customer is likely to agree to marketing offer on your end
because they made the initial contact. When a customer initiates the initial contact, you
have an opportunity to deepen the relationship with the customer and offer a new
product to them at the time you are interacting with them.

Inbound marketing strategies have become so popular that many companies have
reduced their attention on attracting new clients and instead focus on how they can sell
more products to their existing customers. Many companies are still learning how to
take advantage of inbound marketing strategies. Several companies rely on "offers of
the week" promotions. While you may think this is a good idea, it is not. Anything that
has a specific list of rules in order for a customer to obtain a new product is a bad idea.
There are several different customer scenarios that won't fit into the "rule book" and
this is a main reason why you need to consider one-to-one marketing strategies.

When you are deciding how to put your inbound marketing strategy together, you
should start with the following ideas:

      Decide how you can meet the needs of your existing customers and suggest how a
       product can be designed to meet the needs of the customer.
      Discuss your current customers and how they access and use your existing
      How much are your customers willing to pay for your product or service, can
       you improve on this?
      Identify your competitors and discuss how you can provide better service to
       your customers.
Hopefully this will give you a start with inbound marketing strategies so you can grow
your company into a successful, profitable organization.

While inbound marketing strategies focus on the long term, outbound marketing
strategies focus on the here and now. Some outbound marketing efforts include:

      Sales
      Advertising and product promotion
      Public and media relations
      Customer service and satisfaction

Many companies use outbound to find new customers and generate leads. Trade shows,
seminars, email marketing, and cold calling are the most common forms of outbound
marketing. Some of these strategies work, but as the customer pool expands and learns;
outbound marketing is starting to become a thing of the past.

Too often companies jump into outbound marketing and push their products on
customers who aren't even interested in the product to begin with. Outbound marketing
techniques are becoming less and less effective because the average person is busier than
they used to be in the past. The constant need to be entertained has taken over for many,
and advertisements, cold calling, email marketing are a hindrance.

The new form of outbound marketing has evolved to the internet. Search engines, social
media sites, and blocs have taken over cold calling, trade shows and email marketing.
Your chances for attracting new clients will come through some internet marketing
campaigns versus a computer-generate mailing list.

Of the two strategies, inbound marketing is much less expensive and difficult. Inbound
marketing strategies also save you time because you aren't out there spending hours
contacting thousands of people who have absolutely no interest in your product.

Buying a computer in the post, petrol at a supermarket, mortgages over the phone and
phones themselves from vending machines are just some innovations in distribution
which create competitive advantage as customers are offered newer, faster, cheaper,
safer and easier ways of buying products and services.

Without distribution even the best product or service fails. Author Jean-Jacques
Lambing believes a marketer has two roles: (1) to organize exchange through
distribution and (2) to organize communication.

Physical distribution, or Place, must integrate with the other 'P's in the marketing mix.
For example, the design of product packaging must fit onto a pallet, into a truck and
onto a shelf; prices are often determined by distribution channels; and the image of the
channel must fit in with the supplier's required 'positioning'. You can see how Coca
Cola further integrate the timing of distribution and promotion in the Hall Of Fame
later. In fact, they see distribution as one of their "core competencies".

Distribution is important because:

Firstly, it affects sales - if it's not available it can't be sold. Most customers won't wait.

Secondly, distribution affects profits and competitiveness since it can contribute up to 50
percent of the final selling price of some goods. This affects cost competitiveness as well
as profits since margins are squeezed by distribution costs.

Thirdly, delivery is seen as part of the product influencing customer satisfaction.
Distribution and its associated customer service play a big part in relationship

Decisions about physical distribution are key strategic decisions. They are not short
term. Increasingly it involves strategic alliances and partnerships which are founded on
trust and mutual benefits. We are seeing the birth of strategic distribution alliances. You
can see Southwestern Bell in the Hall Of Fame explain how marketing marriages
provide new ways of getting products and services in front of customers.

Channels change throughout a product's life cycle. Changing lifestyles, aspirations and
expectations along with the IT explosion offer new opportunities of using distribution to
create a competitive edge.

Controlling the flow of products and services from producer to customer requires
careful consideration. It can determine success or failure in the market place.

The choice of channel includes choosing among and between distributors, agents,
retailers, franchisees, direct marketing and a sales force.

Deciding between blanket coverage or selective distribution, vertical systems or multi-
channel networks, strategic alliances or solo sales forces, requires strong strategic

Decisions about levels of stock, minimum order quantities, delivery methods, delivery
frequency and warehouse locations have major cash flow implications as well as
customer satisfaction implications.

All of these questions are considered in more detail in the sections on channels and
strategies. Meanwhile remember Lamb in - "distribution is one of the two main roles of

Distribution Strategy

Distribution strategy is influenced by the market structure, the firm's objectives, its
resources and of course its overall marketing strategy. All these factors are addressed in
the section on selecting Distribution Channels.

The first strategic decision is whether the distribution is to be: Intensive (with mass
distribution into all outlets as in the case of confectionery); Selective (with carefully
chosen distributors e.g. specialty goods such as car repair kits); or Exclusive (with
distribution restricted to up market outlets, as in the case of Gucci clothes).
The next strategic decision clarifies the number of levels within a channel such as agents,
distributors, wholesalers, retailers. In some Japanese markets there are many, many
intermediaries involved.

Next comes a sensitive strategic decision whether to go single channel or multi-channel.
Some producers, like Manchester United FC, use multi-channels - they use many
different routes, direct and indirect, to bring their products to their customers. Multi-
channel Systems like this are common where intensive distribution is required. So direct
marketing is combined with indirect marketing through intermediaries.

Then comes the next level of strategic decisions concerning strategic relationships and
partnerships. Two common strategies are Vertical Marketing Systems and Horizontal
Marketing Systems.

Vertical Marketing Systems involve suppliers and intermediaries working closely
together instead of against each other. They plan production and delivery schedules,
quality levels, promotions and sometimes prices. Resources, like information, equipment
and expertise, are shared. The system is usually managed by a dominant member, or
'channel captain'. VMS is more flexible than vertical integration where the
manufacturer actually owns the distribution channel, for example, Doctor Martens boot
manufacturers own their own retail store.

Horizontal Marketing Systems occur where organizations operating on the same
channel level (e.g. two suppliers or two retailers) co-operate. They then share their
distribution expertise and distribution channels. This can speed up the time taken to
penetrate the market. There is room for creative alliances here. See Southwestern Bell's
alliance with Granada TV Shops in the Hall Of Fame.

Resources available affect distribution strategy. Who can handle outbound logistics,
marketing and sales, and servicing? Can the supplier afford to deliver small quantities,
can it provide more trucks, can its sales force 'push' products into national retail
chains? Can the organization deal with thousands, maybe even millions of customers -
can it cope? Does it want to devote huge resources here or would it prefer to utilize
someone else's resources in return for a slice of the profits?

Difficult marketing dilemmas which make distribution strategy both critical and
interesting. The sections on Distribution Channels explore this in more detail.

Selecting members within a channel

Having decided to go through intermediaries the next question is whether to use agents
or distributors and also how many. Unlike distributors, agents don't hold stocks - they
only act as sales agents finding customers, collecting orders and passing them on to the
supplier in return for a percentage commission.

How would you select a distributor or an agent? Here are some criteria:

1. Market Coverage, 2. Sales Forecast, 3. Cost, 4. Other Resources, 5. Profitability, 6.
Control, 7. Motivation, 8. Reputation, 9. Competition, 10. Contracts

1. Market Coverage: - does the profile of existing customers match your target market
profile? - is the number of customers big enough to meet the required distribution
penetration? - is the existing sales force big enough to cover the territory? - are they
dependant on a single individual? - are the existing delivery fleet and warehouse
facilities adequate?

2. Sales Forecast: How many can they sell? What are their forecasts based upon? Do
they give a 'best, worst and average' forecast? Will they invest in large stock
commitment? Do they have budgets to run promotions? Some suppliers even ask their
distributors for a marketing plan showing how they intend to market the supplier's

3. Cost: What will it cost in terms of discounts, commissions, stock investment and
marketing support?

4. Other Resources: Does the target market require anything special such as technical
advice, installation, quick deliveries, instant availability? If so can the distributor
provide it?

5. Profitability: How much profit will the distributor generate for the supplier?

6. Control: Do they have a reporting system in place? How do they deal with problems?
How often are review meetings scheduled? Can you influence the way they present your

7. Motivation: Does the agent or distributor convey a sense of excitement and
enthusiasm about the product? What about its sales force - what's their reaction?

8. Reputation: Has it got a good track record? This includes the number of years in
business, growth and profit record, solvency, general stability and overall reliability. Is
it dependant on one key player?

9. Competition: Do they distribute any competitor's products?

10. Contracts: Some distributors demand exclusivity. Some agreements tie the supplier
in for certain periods of time. Check for flexibility in case things go wrong.

The bottom line is: Can the agent or distributor be motivated, controlled and trusted?
Motivated to sell your product among a range of others. Controlled to feed back results
or change strategy if requested. And trusted to act as a reliable ambassador of your

Motivating Channel Members

Imagine these three scenarios:

You are a producer of 'Grand Pens' a brand of fountain pens.

A customer seeks advice from a pen shop on which pen to buy and the retailer strongly
recommends yours.

A customer asks a retailer, who stocks your pen, for another brand called 'Bad Pens'.
The retailer recommends and offers your pen as superior.

A retailer actively solicits business for you by asking customers buying other products to
come and have a look at the exquisite 'Grand Pen'.
This retailer is obviously very motivated. 'Mindshare', as it is called in the USA, has to
do with how important your product is in the distributor's mind relative to the other
lines they carry. Winning the battle for the distributor's share of mind can be more
important than many other marketing strategies. It applies in industrial markets and
consumer markets where intermediaries play important roles in the distribution

In reality, maintaining continually high levels of motivation among intermediaries
presents a challenge. It requires a reasonable quality product, creative promotions,
product training, joint visits between producer and distributor, co-operative
advertising, merchandising and display.

Most of these apply to agents as much as distributors and retailers.

Keeping the intermediary stimulated is important. Positive motivators, like sales
contests are preferred to negative motivators like sanctions such as reduced discounts
and the threat of terminating the relationship.

A positive reward works better than a negative punishment. Ideally there should be a
shared sense of responsibility - a partnership - a strategic partnership. The supplier and
intermediary are there to help each other. Vertical Marketing Systems are a good

Clear communications, covering sales goals, review meetings, reporting procedures,
marketing strategy, training, market information required, suggestions for
improvements, all help. Regular contact through visits, review meetings, dinners,
competitions, newsletters, thank you letters, congratulatory awards all help to keep
everyone working closely together.

These are all non-financial incentives which provide a form of psychic income as
opposed to financial income. That's not to say that financial incentives aren't useful
motivators, it just means that there are other motivations there too. In fact the money
spent on financial incentives is often spent more effectively when the sales person is
rewarded with a plaque, a

Gold pen or a holiday in the Bahamas rather than just the cash which tends to get
soaked up and lost in a sea of ordinary household daily expenditure.

Non cash rewards appeal to the higher levels of Maslow's Hierarchy of Needs -
belonging, esteem and self actualization.

Despite this, conflict can occur when too many distributors are appointed within close
proximity of each other, or the producer engages in a multiple channel strategy of direct
marketing as well as marketing through intermediaries.

Carefully motivating distributors is vital if goods are to flow smoothly through the
channel and reach satisfied customers.

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