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B2B Brand Management                                      Chapter 1 Being Known or Being One of Many
                                                          Chapter 2 To Brand or Not to Brand
                                                               2.1 B2B # B2C
                                                               2.2 B2B Brand Relevance
                           Philip Kotler                       2.3 Power of the Business Brand
                                                          Chapter 3 Branding Dimensions
                           Waldemar Pföertsch                  3.1 Brand Distinction
                                                               3.2 Brand Communication
                                                               3.3 Brand Evaluation
                           October 2006
                                                               3.4 Brand Specialties


                                                      2




Content                                               Content
    Chapter 4 Acceleration Through Branding               Chapter 6 Beware of Branding Pitfalls
      4.1 Brand Planning                                       Pitfall No. 1 A Brand Is Something You Own
      4.2 Brand Analysis                                       Pitfall No. 2 Brands Take Card of Themselves
      4.3 Brand Strategy                                       Pitfall No. 3 Brand Awareness vs. Brand Relevance
      4.4 Brand Building                                       Pitfall No. 4 don’t Ware Blinders
      4.5 Brand Audit                                          Pitfall No. 5 Don’t Let Outsiders Do Your Job
    Chapter 5 Stories of B2B Branding                     Chapter 7
      5.1 Fedex             5.5 Siemens                        7.1 Corporate Social Responsibility
      5.2 Samsung           5.6 Lanxess                        7.2 Branding in China
      5.3 IBM               5.7 Lenovo                         7.3 Design and Branding
      5.4 Siemens           5.8 Tata Steel                     7.4 Lovemarks and Brand Leadership

3                                                     4




B2B Branding Dimensions                               B2B marketing professorships of B2B
Marketing Management in an industrial context
                                                      marketing in the United States
  became widely accepted years ago – leading to the       Gary L. Lilien PSU
  establishment of several B2B marketing
  professorships of B2B marketing.
                                                          ….

    Industriegütermarketing
    von Klaus Backhaus
                                                          …
    Business Market Management
    by Andersen and Narus
5                                                     6




                                                                                                                   1
B2B Branding and ..                                            Understanding the Branding Dimensions
                                                                     Company
Understanding of the role of marketing as being different in          Success
                                                                                                                                    Future
  the short versus the long-terms, with strategic marketing                                                                       Perspective

  and operational marketing being two distinct activities.
  Brand management therefore is the organizational
                                                                                                                           Success
  framework that systematically manages the planning,                                                                      Stories

  development, implementation, and evaluation of the brand                                                  Acceleration
                                                                                                             Through
  strategy.                                                                                                  Branding

  The development of a holistic brand strategy has to                                           Branding
                                                                                                                           Branding
                                                                                               Dimensions
  involve all levels of marketing management.                                   B2B Branding
                                                                                                                            Pitfalls

                                                                                  Decision
                                                                                                                                            Time


 7                                                              8




For long-term success of a business

                                                               Building the basis for competitive advantage
It is indispensable to continuously identify
                                                               and long-term profitability through
1. new value opportunities (value exploration),
                                                               understanding branding triangle
2. realize them in new and promising value offerings
   (value creation), and last but not least to
3. use capabilities and infrastructure to deliver those
   new value offerings efficiently (value delivery).



 9                                                              10




Holistic marketers achieve                                     How Brands Create Value in B2B
profitable growth by
                                                               A strong brand is about building and maintaining strong
1. expanding customer share,                                        perceptions in the minds of customers.
2. building customer loyalty, and                              1. The brand name and its associations are a shorthand for
3. capturing customer between relevant actors (customers,           everything that is being offered.
    company, and collaborators) and value-based actives.       2. The product quality, the reliability of delivery, the value
In order to create and maintain the sustainable competitive         for money, are all wrapped up in people’s perceptions of
    advantage offered by the brand, companies need to               that brand.
    concentrate their                                          3. Working out what people associate with a brand is only
      1. resources,                                                 one part of the equation.
      2. structure and
                                                               It is necessary to go a step further and put a monetary figure
      3. financial accountability.
                                                                    on those brand values.
 11                                                             12




                                                                                                                                                   2
Even the best advertising cannot create                              Foundation of a Brand
something that is not there.                                              In order to establish an effective branding
     If a company lacks soul or heart, if it doesn’t                      approach, it is necessary to track and measure the
     understand the concept of “brand”, or if it is                       strength of the current brand and the entire
     disconnected from the world around it, there is                      brand portfolio. To grasp the business landscape
     little chance that its marketing will resonate deeply                in more depth, it is essential to do some research
     with anyone.                                                         that can later serve as the foundation of the
                                                                          future brand strategy.


     Example HITACHI

13                                                                   14




Foundation of a Brand                                                Brands are one of the few opportunities for
     Three brands of computers –                                     making a difference
                                                                          Greater willingness to try a product or service
            Logo Identity ….      ….    …     Equity                      Less time needed to close the sale of an offering
                                                                          Greater likelihood that the product or service is purchased
     Dell
                                                                          Willingness to award a larger share of purchase
                                                                          requirement
     Sony
                                                                          Willingness to pay a price premium
                                                                          Less sensitive in regard to price increases
     IBM
                                                                          Less inducement to try a competitive offering


15                                                                   16




Making a difference leads to increased                               Drivers of brand equity can be summarized
Brand Equity                                                         as follows:
    Different definitions of brand equity also exist. Duane E.
    Knapp for instance defines I t as “the totality of the brand’s        Perceived quality
    perception, including the relative quality of products and
    services, financial performance, customer loyalty,                    Name awareness
    satisfaction, and overall esteem toward the brand.”[i]
    According to Aaker, brand equity refers to “the assets (or
                                                                          Brand associations
    liabilities) linked to a brand’s name and symbol that add to          Brand loyalty
    (or subtract from) a product or service.”[ii]
[i] Duane E. Knapp, The Brand Mindset, 2000, p. 3.
    [ii] David A. Aaker and Erich Joachimsthaler, Brand
    Leadership, 2000, p. 17.
17                                                                   18




                                                                                                                                        3
In order to create a holistic brand strategy                Make a Consistent Impression

   You must also strive for complete alignment between
     what you’re promising outside and the reality of
     what you’re delivering within the organization.
     The brand strategy has to match the corporate
     strategy. If there are any misalignments or chinks,
     it will soon be spotted, first by employees, then by
     consumers.
     One thing of crucial importance if not even the
     most significant thing in B2B brand management
     is: consistency.
   19                                                       20   The brand customer relationship




   Brand Distinction                                        Brand Architecture consists of
                                                            three major tiers:
        Brand Architecture                                        Individual brands
                                                                  Family brands
        Brand Strategy
                                                                  Corporate brands

        Brand Elements




   21                                                       22




   Brand Architecture                                       Brand Strategy




   Aaker, Brand Relationship Spectrum                       Generic brand strategies[i]
                                                            [i] Adapted from Backhaus, Industrieguetermarketing, p. 389
   23                                                       24




                                                                                                                          4
B2B Branding examples                                        Corporate Brands
     National, classic, corporate brands       (Acme,             Visually spoken the corporate brand serves as some kind of
     Covad) –                                                     umbrella and encapsulates the corporate vision, values,
                                                                  personality, positioning, and image among many other
     International, classic, corporate brands (IBM,               dimensions.
                                                                  A strong corporate branding strategy can add significant
     Intel, HP, Dell, SAP) –                                      value to any corporation since it facilitates the implementation
                                                                  of the long-term vision and provides a unique position in the
     International, classic, individual brands (Barrierta,        marketplace. It helps a company to further leverage on its
                                                                  tangible and non-tangible assets leading to branding excellence
     Isoflex) –                                                   throughout the corporation.
                                                                  If the corporate brand is named after the founder of the
     International, premium, corporate brands                     company, as is the case for Peugeot, Ford, Bosch, Dell, Hewlett-
                                                                  Packard and Siemens, it is also called a patronymic brand. These
         (ERCO, Swarovski, Festool), etc                          big multinationals though are more exceptions, since
                                                                  patronymic brands are most common in small and medium
                                                                  sized companies.

25                                                           26




Corporate Brands                                             Examples Corporate Brands
                                                                  HSBC/Citibank
Strong corporate brands are characterized by the
   precise, distinctive and self-contained image
   they hold in the minds of stakeholders.[i]

     [i] Franz-Rudolf Esch, Torsten Tomczak, Joachim
     Kernstock and Tobias Langner, Corporate Brand
     Management, 2004, p. 8.



27                                                           28




Family Brands                                                Example Dow Chemical
     An important prerequisite for successful family              STYROFOAM®. Today, the brand includes a
     branding is the adequate similarity and                      variety of building materials (including insulated
     coherence of all products and services of one                sheathing and house wrap), and pipe insulation as
     line.                                                        well as floral and craft products.
     This means an equivalent standard of quality, a
     similar field of application and a matching
     marketing strategy (pricing, positioning, etc.)



29                                                           30




                                                                                                                                     5
 Examples Klueber Lubrication                           Individual Brands
                                                              A product-specific profile facilitates the
                                                             capitalization of brands since it is
                                                             effectively targeted at customers.
      Bonded coatings
                                                             The most recommendable brand strategy
      Corrosionprotection
      Greases
                                                             for B2B companies is a corporate strategy
      Lubricating oils                                       combined with a few individual brands.
      Pastes
      Tribo-system materials
      Waxes

 31                                                     32




 Examples Individual Brands                             Premium Brands
      ITT                                                    Premium brands are generally are characterized
                                                             by high-quality materials, exclusive design, first
                                                             class processing, and are sold at a high price
                                                             (achieving a price premium). Such a high-profile
      Standard Pumps                                         and high quality positioning is quite expensive
                                                             to implement, since all communication and
      Irrigation Pumps                                       distribution channels have to meet these
                                                             requirements.
      Ozone technology

 33                                                     34




 Example Premium Brands                                 Example Premium Brands
      Porsche Consulting                                     ERCO




http://www11.porscheconsulting.de/english/default.htm
 35                                                     http://www.erco.com/
                                                         36




                                                                                                                  6
Classic Brands                                                 National Brands

     Classic Brands facilitate the identification of                 As the name indicates, a national brand is
     products, services and businesses and                           specially aligned to match the local conditions.
     differentiate them from competition.[i]                         Consequently, there is no language or cultural
                                                                     problem involved.
     [i] James C. Anderson and James A. Narus,                       To use a single brand only on a restricted
     Business Market Management: Understanding, Creating,            geographical area only can be moreover quite
     and Delivering Value, p. 136.                                   expensive.


37                                                             38




Example National Brands                                        International Brands

                                                                    B2B companies continually had to face new and demanding chal-lenges
                                                                    in the last decades. One of these challenges has been the development of
                                                                    hypercompetitive markets transcending geographic and cultural barriers.
                                                                    Every brand that is sold in at least two different countries can be called
                                                                    an international brand. Unfortunately, it doesn’t stay that simple. For
                                                                    businesses that want to internationalize and are looking for a proper
                                                                    branding strategy to pursue on an international level, there are several
                                                                    possibilities:[i]

                                                                    [i] Charles W.L. Hill, International Business, 2003, pp. 422-425; Waldemar
                                                                    Pfoertsch and Michael Schmid, M., B2B-Markenmanagemen, 2005, pp. 117-
                                                                    120.




39                                                             40




International Brand Strategies                                 International Brand Strategies

                                                                       High                                          Transnational
                                                                                   Global Brand
     International Brand Strategy                                                    Strategy                           Brand
                                                                                                                      Strategy
     Global Brand Strategy
                                                            Cost pressures
     Transnational Brand Strategy
                                                                                  International                      Multi domestic
     Multidomestic Brand Strategy                                      Low           Brand                              Brand
                                                                                    Strategy                           Strategy


                                                                                Low                                    High
                                                                                      Pressures for local responsiveness


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                                                                                                                                                 7
Brand Elements                                                            Visual Identity Code
When building a strong brand the following brand                               Available – They should be available and usable across all markets. Today it is also very
                                                                               important to check the availability of the Internet domain for possible brand names.
  elements are key:                                                            Meaningful – Ideally the brand elements should capture the essence of the brand and
                                                                               communicate something about the nature of the business.
                                                                               Memorable – Good brand elements are distinctive and should be easy to remember.
                                                                               Brand names should be moreover easy to read and spell.
                                                                               Protectable – It is essential that the brand elements, especially the brand name can be
      Name                                                                     legally protected in all countries in which the brand will be marketed.
                                                                               Future-Oriented – Well-chosen brand elements can position companies for growth,
      Logo                                                                     change, and success. To be future-oriented also means to check the adaptability and
                                                                               updatability of the brand elements.
                                                                               Positive – Effective brand elements can evoke positive associations in the markets served.
      Tagline (or Slogan)                                                      Transferable – Is it possible to use the brand element to introduce new products in the
                                                                               same or different market.
      Brand Story                                                              [i] Kevin L. Keller, Strategic Brand Management, 2003, p. 282; Alina Wheeler, Designing
                                                                               Brand Identity, 2003, pp. 40-41; Duane E. Knapp, The Brand Mindset, 2000, pp. 108-109.




43                                                                        44




Brands and Image                                                          Brand Name

                                                                               All names usually have some kind of associated image,
                                                                               whether it is cultural, linguistic or personal. Brand names
                                                                               should be chosen very carefully since they convey
                                                                               important information to stakeholders.
                                                                               Especially in B2B, it is unfortunately quite common to use
                                                                               ineffective stereotypical names.
                                                                               This lack of distinctiveness makes it very difficult to
                                                                               effectively position a brand since the names is not very
                                                                               memorable but easily confused with other brands of
                                                                               competitors.

Five Brand Identities
45                                                                        46




There are several types of names companies                                Logo
can use for brands

     Name of Founders
     Descriptive Names
     Acronyms
     Fabricated Names
     Metaphors
     Others
     [i] Alina Wheeler, Designing Brand Identity, 2003, p. 41; Anne, B.
     Thompson, “Brand Positioning and Brand Creation,” in: Brands and
     Branding, Rita Clifton and John Simmons (eds), 2003, pp. 90-91.
47                                                                        48




                                                                                                                                                                            8
  Tagline (or Slogan)                                             Examples Tagline (or Slogan)
       It is an easily recognizable and memorable
                                                                       Agilent Technologies‘ “Dreams Made Real”, Emerson‘s
       phrase which often accompanies a brand name
                                                                       “Consider It Solved”,
       in marketing communications programs. The
       main purpose of a slogan is to support the brand                GE‘s “Imagination at Work”,
       image projected by the brand name and logo.                     Hewlett-Packard‘s “Invent”,
       These three brand elements together provide the                 Novell‘s “The Power to Change”,
       core of the brand.                                              United Technologies‘ “Next Things First”, and
                                                                       Xerox‘s “The Document Company”.[i]
                                                                       [i] Frederick E. Webster, Jr. and Kevin L. Keller, “A Roadmap for
                                                                       Branding in Industrial Markets,” The Journal of Brand Management, (Vol. 11,
  49                                                              50
                                                                       No. 5, May 2004), pp. 388-402.




  Philips “Sense and Simplicity”                                  What’s Your Brand Story?
       Our Brand Promise "sense and simplicity"
       Technology exists to help make our lives easier and more
       productive. So why is it so often such a hassle, full of
       complexity and frustration? At Philips, we believe that
       simplicity should be the goal of technology. Which is
       why we are committed to delivering products and
       solutions that are easy to experience, advanced and
       designed around you.




http://www.philips.com/about/brand/
   51                                                             52




                                                                  Brand Communication

   3. 2 Brand Communication

                                                                  Never promise more than you can
                                                                   perform.
                                                                  Publilius Syrus, first century Roman author



                                                                  54




                                                                                                                                                     9
Brand Communication in B2B,                                                                        The Branding Triangle
     especially when applying a corporate brand
     strategy, effective segmentation and targeting is
     key.                                                                                                 General Public
                                                                                                                                      Company



                                                                                                                      Internal                           External

     Also, participants in a B2B buying centre will                                                                  Marketing                           Marketing


     vary in their involvement and motivation in the
     decision-making process.                                                                                    Collaborators                           Customers
                                                                                                                                 Interactive Marketing




55                                                                                                 56




Tools and Interfaces of the Corporate,
Marketing and Dialogue Communication[i]                                                            Brand-building Tools [i]
                Corporate                                                             Marketing
              Communication                                                        Communication
                                         Institutional         Advertising                              Personal Selling
                                         Advertising
                                 Corporate
                                Sponsoring
                                                       Corporate
                                                     Advertising
                                                                      Sponsoring                        Direct Marketing
                                                                                Sales
                              Corporate Public
                                 Relations
                                                       Internal
                                                                             Promotion
                                                                                                        Public Relations
                                                     communi- Events          Product
                               Corporate                cation
                                                                    Direct
                                                                             Publicity                  Trade Shows and Exhibitions
                                 Events Public Relations
                                                                  Marketing
                                                     Multimedia                                         Advertising
                                                   communication
                                                    Trade        Personal                               Sales Promotion
                                                 shows and Communicati
                                                  exhibitions      on

                                                            Dialogue                                    [i] Philip Kotler and Kevin L. Keller, Marketing
                                                          Communication
                                                                                                        Management, 2006, p. 536.
57    [i]   Source: Bruhn, Kommunikationspolitik fuer Industriegueter.                             58




Personal Selling                                                                                   Direct Marketing
     Face-to face interaction with one or more                                                          … tools include the use of direct mail,
     prospective customers for the main purpose of                                                      telemarketing, fax, e-mail, newsletter, catalog,
     obtaining orders is generally called personal                                                      internet, and others to communicate directly
     selling.                                                                                           with specific customers and prospects.
     In business markets it is by far more common to                                                     The use of direct marketing tools has been
     serve business customers directly than in                                                          constantly growing over the last two decades.
     consumer markets.                                                                                  A direct marketing tool that has experienced a
                                                                                                        major take-off in the last decade is electronic
                                                                                                        shopping.

59                                                                                                 60




                                                                                                                                                                     10
Direct Marketing                                       Public Relations (PR)
     COVISINT                                               … are about generating coverage in the media
                                                            that reaches various stakeholder groups.
     Supplying                                               Because of their authenticity they are more
                                                            credible to readers. PR can moreover reach
                                                            potential customers that tend to avoid
     Alibaba                                                salespeople and advertisements.[i]
                                                             PR can affect brand awareness at only a fraction
                                                            of the cost of other communications elements.
                                                              [i] Philip Kotler and Kevin L. Keller, Marketing Management,
                                                              2006, pp. 555-593.
61                                                     62




Trade Shows and Exhibitions                            Amphenol-Tuchel Electronics
     Trade shows and exhibitions are of major
     importance in the B2B environment.
     They also provide customers with access to many
     potential suppliers and customers in a short
     period time at relatively low costs compared to
     regular information gathering methods.
     Customers can easily compare competitive
     offerings at one place.


63                                                     64




Lapp Cable                                             Sponsoring
                                                            Sponsorships of public events such as world-
                                                            famous bicycle and car races are quite common
                                                            for B2B brands.
                                                            Corporate goals for sponsorship can be: increase
                                                            revenue, create a platform for developing
                                                            relationships, and provide an opportunity to
                                                            entertain customers in a unique environment as
                                                            well as to generate benefits for employees.


65                                                     66




                                                                                                                             11
Sponsoring Examples                                             Advertising
     FedEx sponsorships are focused on driving business,
     not awareness. It even integrates the sponsorships
     throughout the marketing mix, not the other way round
     BearingPoint, one of the world’s largest business
     consulting and systems integration firms, announced in
     2005 that reigning Masters Champion Phil Mickelson has
     signed a three-year contract .
     UBS: The Swiss bank was pleased to renew its
     partnership with the Ravinia Festival in Chicago as lead
     sponsor, apparently looking forward to another summer
     of beautiful music under the leadership of Ravinia’s new
     Music Director James Conlon.

67                                                              68




                                                                Covad Advertising; [i]




                                                                          [i] Source: Wall Street Journal, 2004.


69                                                              70




Intel Print Advertising campaign;[i]                            Sales Promotion
                                                                     … are incentives of various kinds that are used to
                                                                     increase the value of a market offering over a
                                                                     specified period of time.
                                                                      In contrast to consumer promotion, trade
                                                                     promotions are targeted at retailers, distributors,
                                                                     and other members of the trade channel.
                                                                     They often come in the form of financial
                                                                     incentives


71                                                              72
     [i] Source: www.intel.com.




                                                                                                                           12
                                                                                          Brand Evaluation
                                                                                               While it is rather easy to measure success
  3.3 Brand Evaluation                                                                         related to pricing or distribution channels, it is
                                                                                               more complicated to measure the success of
                                                                                               brands.
                                                                                               Nonetheless, a brand is too valuable an asset to
                                                                                               manage without the support and guidance of
                                                                                               brand metrics.



                                                                                          74




Brand Evaluation Models
Over the last two decades a vast number of brand evaluation
  models have been developed.[i] Most of them fall into
  the following categories:[ii]

       Research-Based Evaluations

       Financially-Driven Approaches


[i]    For a comprehensive overview of more than 66 brand positioning and brand
       evaluation models see www.markenmodelle.de.
[ii]   Jan Lindemann, “Brand Valuation,” in: Brands and Branding, Rita Clifton and John
75     Simmons (eds), 2003, p. 34; David A. Aaker and Erich Joachimsthaler, Brand         76
       Leadership, 2000, p. 16.




                                                                                          The analysis approach




77                                                                                        78




                                                                                                                                                    13
79                                                                                                          80




                                                                                                                                                                                                                                                       REVISED
                                                                                                      The brand strength of B2B companies clearly 2005
                                                                                                      has an impact on financial market performance.
                                                                                                 Market
                                                                                                 capitalization Development of DAX 30 market capitalization                                            Average development for B2B brands1
                                                                                                 (Mio. EUR)
                                                                                                                                                                                                               (indexed; 2002 = 100)

                                                                                                 1.200.00                                                                                            Market
                                                                                                        0                                                                                            capitalization
                                                                                                                                                                                                     (Mio. EUR)                  B2B brands with
                                                                                                 1.000.00                                                                                                                      above average brand
                                                                                                        0                                                                                              26                         development
                                                                                                                                                                                                        0
                                                                                                                                                                                                       24
                                                                                                                                                                                                        0                                                   DAX
                                                                                                 800.000                                                                                               22                                                   average
                                                                                                                                                                                                        0
                                                                                                                                                                                                       20
                                                                                                                                                                                                        0
                                                                                                 600.000                                                                                               18
                                                                                                                                                                                                        0
                                                                                                                                                                                                       16
                                                                                                                                                                                                        0
                                                                                                                                                                                                       14                              Brands with below
                                                                                                 400.000                                                                                                0
                                                                                                                                                                                                       12                                average brand
                                                                                                                                                                                                        0                                 development
                                                                                                                                                                                                       10
                                                                                                 200.000                                                                                                0
                                                                                                                                                                                                         0                                                      t
                                                                                                                                                                                                             2002            2003           2004         2005

                                                                                                       0
                                                                                                                                                                                                         t
                                                                                                            1995      1996    1997    1998    1999    2000    2001    2002    2003    2004    2005

                                                                                                            1
                                                                                                                Due to lack of brand equity data for 2005 (figures yet to be published) attribution of brands to ‚above average‘ vs. ‚below average‘
                                                                                                                cluster solely based on performance between 2002-2004
81                                                                                                          82




Analyzing the US Market                                                                                     Selected companies
                                                Interbrand Brand Equity Data is used
     Market Capitalization of selected large    for economic brand value calculation
     cap B2B companies of the Dow Jones
                                                    Comprises of overall sales, projects
          Market capitalization, often              net earnings for the brand, deducting a
                                                    charge for the cost of owning the
          abbreviated to market cap, was used       tangible assets, This is the economic
          as a measurement of corporate size        value added by things like patents,
          over the years 2001 to 2005. It           customer lists, and, of course, the brand.
          calculated the current stock price        Than calculating earnings generated by
          times the number of outstanding           the brand from the earnings generated
          shares.                                   by other intangibles, and analyze the
                                                    strength of the brand.
          The Dow Jones Industrial average          To calculate the brand's strength,
          was used as base line and starting        Interbrand looks at seven factors,
          point.                                    including the brand's market leadership,
          The selected companies were               its stability, and its ability to cross
          Caterpillar, GE, Hewlett Packard,         geographic and cultural borders. The risk
                                                    analysis produces a discount rate that is
          Intel, IBM, JP Morgan and                 applied to the brand earnings to come
          Microsoft, due to available data.         up with a net present value.
          This method could be considered as        This method could be considered as
          the to representing the true              closest to representing the true
          shareholder value for evaluation          economic value of that complex array
          enterprises as an indication for          of forces that make up a brand.
          long-term Shareholder success
83                                                                                                          84




                                                                                                                                                                                                                                                                      14
                                                                                                                                   DOW JONES

    The brand strength of B2B companies clearly has an impact on financial market performance.                                                        Outcome
Market
capitalization
(Bn. USD)                                                                                  Market
               Development of Dow Jones market capitalization
4’500                                                                                      capitalization

4’000
                                                                                           (index)
                                                                                                                                                           Good brand outperform their peers with more
3’500                                                                                     200                            B2B brands with
                                                                                                                       above average brand                 than 40%
                                                                                          180                             development
3’000
                                                                                          160                                                              Good brand survive in crisis sitaution much
                                                                                                                                                           better (2001)
2’500                                                                                     140
                                                                                                                                      Dow Jones
2’000                                                                                     120                                         average

1’500
                                                                                          100
                                                                                                                                  B2B brands with
                                                                                                                                                           The distinction between good and average brand
                                                                                           80
1’000                                                                                      60
                                                                                                                                   below average
                                                                                                                                        brand
                                                                                                                                    development
                                                                                                                                                           is getting wider
 500                                                                                        0                                                     t
                                                                                                  2001       2002          2003      2004    2005


                                                                                                 Average development for B2B brands
   0                                                                                                    (indexed; 2001 = 100)
        1995   1996    1997   1998    1999   2000   2001    2002   2003    2004   2005
                                                                                             t

         85
        Source: Noshokaty, Döring & Thun, 2006 (based on Dow Jones market capitalization & Interbrand brand equity data)                              86




                                                                                                                                                      Brand Specialties

           3.4 Brand Specialties                                                                                                                           Living the Brand
                                                                                                                                                           Branding Inside
                                                                                                                                                           Branding Online
                                                                                                                                                           Social Branding
                                                                                                                                                           Building Brand Through Word-of-Mouth




                                                                                                                                                      88




         Living the Brand                                                                                                                             Find Role Models for Your Brand
                 What is it that makes a brand successful? Put                                                                                             Programs, stories, events, or people that
                 your brand effectively into operation and become                                                                                          positively represent the brand identity are very
                 a brand-driven organization!                                                                                                              important internal role models that can support
                 Starting from the inside, a strong internal brand                                                                                         you in transforming your employees into true
                 delivers very real business returns.                                                                                                      brand ambassadors.
                 It has also been found that companies where                                                                                               Among the most notable is GE’s WorkOut – the
                 staff understands organizational goals enjoy a                                                                                            initiative pioneered by Jack Welch in the late
                 24% greater shareholder return[i].                                                                                                        1980s.
                 [i] Watson Wyatt, B2B Brands and the Bottom Line,                                                                                         Six Sigma, this total quality initiative pioneered
                 London, September 2002.                                                                                                                   by Motorola in the 80’s.
                                                                                                                                                           Develop true brand ambassadors
         89                                                                                                                                           90




                                                                                                                                                                                                                15
Employee motivation                                                  Caterpillar


         Hearing It         Believing It         Living It

          Contact          Understanding     Ready to Promote
         Awareness          Acceptance           Personalize
                          Ready to Defend   Utilize & Internalize
                                            Cultural Experience
                                              Passionate Advocacy



          Hands              Heads               Hearts




91                                                                   92




Bosch                                                                Branding Inside
     Bosch communicates the core values of the brand
     to employees.
        Internal campaign
        Bosch online portal for employees


     Let’s build the future!
     BeQIK BeBetter BeBosch



93                                                                   94




The Brand in the Brand
“Ingredient Branding“                                                 Ingredient Branding Examples
                                                                          Microban

                                                                          Makrolon

                                                                          GoreTex

                                                                          Dolby Stereo

                                                                          Nirosta
                              in short: InBranding
Jackson, Tim (1997)
 95                                                                  96
                                                                    Pfoertsch/Mueller (2005)




                                                                                                     16
Brand Extension Examples of Ingredient                                  Company Owned Ingredient Brands
Branding
         Beechnut baby foods with Chiquita
         banana

         Ben and Jerry's Heath Bar Crunch ice
         cream, and Fat Free Cranberry Newtons
         with Ocean Spray cranberries

         Kellogg’s Pop-Tarts with Smucker’s


                                                                      David Aaker, 2003
    97                                                                  98
 (Rao, Qu, and Ruekert 1999; Shocker, Srivastava, and Ruekert 1994)




    Basic Motivation for Using Ingredient
    Branding                                                            Effects of Branded Ingredients

          Enhances the differentiation of the host brand
          from competition

          Improves competitiveness

          Enhances equity of host brand and “self-brand”.

                                                                       Norris/McCarthy (1999)
  David Aaker, 2003 Desai/Keller (2002)   McCarthy/Norris (1999)
    99                                                                  100




    Change of Competitiveness through Branded                           Ingredient Branding Executes a Multilevel
    Ingredients                                                         Marketing Policy

                                                                                     Ingredient-
                                                                                       Supplier
                                                                                                                    Multi Level Marketing
                                                                                      Selling         Sourcing

                                                                      First Level                  Original
                                                                      Marketing                 Equipment Mfg
                                                                                                                           sourcing
                                                                                                   Selling


                                                                                    Second                           Distribution
                                                                                    Level Marketing                                   Souring
                                                                                                                 Selling
                                                                                                                                  End user
                                                                                            Third
 Norris/McCarthy (1999)
    101                                                                 102
                                                                                            Level Marketing
                                                                       Baumgarth (2001)




                                                                                                                                                17
                                                                                                  Distinction between InBranding and
      Push und Pull by InBranding                                                                 CoBranding

                                                                                                Branding
 Sales-promoting from the                                     Sales-promotion to the
                                                                                                Approach
 Ingredient supplier to the            Ingredient-                B2B Customer
                                                                                                                               Classic
      final customer                    Producer                                                                                                                     Intel
                                                                                                    singular                   branded
                                                                                                                               finished              Not          Microban
                                                                    Supply-push             branded                                                possible
                                                                                                                                                                                    self branded
                                                                                                                               product                                              ingredient
                                Demand               Supply                                 product                                                               Makrolon
                                                                      Incentives to
        Pull                                                        demand creation
                                                                  at the B2B customer       cobranded
                                      Final Product                                                                                                               Lycra
                                                                                                                                                                                     cobranded
                                                                                            product                              Tide &
            Demand pull               Producer OEM                                                                                                                                   ingredient
                                                                                 Push                                            Downy         Intel & Dell         &
       Incentives for the                                                                           in                                         NutraSweet        Woolmark
                                                                    Supply-push                                                 VISA &         & Coca Cola
     demand creation of a
                                Demand               Supply
                                                                                                cooperation
                                                                      Incentives for                                            Citibank       Makrolon &                             Ingredient
      certain ingredient in
        the final product                                           demand creation                                                               Uvex                                Branding
                                                                  at the final customer
                                        Final User                                                                          Final            Final products          Ingredients
      103                                                                                          104                    products           & Ingredients                          CoBranding
     Kotler/Pfoertsch (2006)
                                                                                                 Baumgarth (2001)




                                                                                                         1 Raising of credit,                                   2 2 Break through
Implementation Steps for InBranding                                                                    exploitation of reputation
                                                                                                                                                                2


                                                                                                             Start of the "Intel Inside"                       The acceptance of Intel rises
                                                                                                             campaign. The unknown                             one year after start of the
      Steps                      Description                                                                 ingredient brand profits on                       "Intel Inside" campaign of
                                                                                                             the back of the PC                                60% to over 80%, it
      Raising of credit,                                                                                                                                       develops a demand pull (Pull
                         Unknown ingredient brand profits on the                                             manufacturers (OEMs) by
1     exploitation of                                                                                        co-operation advertisement                        Through effect)
                         back of well-known brands
      reputation
      Break-through              Unknown ingredient brand becomes known
2
      and market proof           and famous                                                         4                Fiesco-Effect                               3       Repayment of
                                                                                                                                                                 3
      Repayment of               Known ingredient brand is helping ist                                                                                                    credit
3
      credit, synergy            supporter and other are benefiting from it
                                                                                                   Intel processors are used by                                 The acceptance of Intel
                                 Ingredient brand is present anywhere and                          majority of all PC                                           helps the co-operation
4     Fiesco1-Effect             could not be used as a differentiator and is                      manufacturers, thus a                                        partners (OEMs) win more
                                 pushing former supporters into price wars                         differentiation is no longer                                 customes.
                                                                                                   possible. While Intel
1) Named after „The conspiracy of Fiesco “, 1783 written by Friedrich Schiller: „Er                determines the market prices,
     105                                                                                           106
   hat seine Schuldigkeit getan, er kann gehen“. „He paid his tribute, now it is time for          the PC manufacturers must
    him to go".                Bugdahl (1996)                                                      enter into a price war again.                                 Kleinaltenkamp (2001)




      Situation of Component Supplier for                                                         Risks and Opportunities for Suppliers and
                                                                                                  OEM
      InBranding

               Opportunities                                  Risks
                                                                                                                               Supplier                          OEM
    Become known by the public                  Increase of dependency against
    Create chances for competitive              quality problems from the OEMs
                                                                                                    Opportunities




    differentiation                                                                                                 Increased demand                  Positive Image creation
                                                                                                                                                                                         Possible
    Establish entry barrier for                 Higher cost and time                                                Better prices                     Differentiation
                                                                                                                                                                                         win-win
    competitors                                                                                                     Chances for growth                Less marketing cost
                                                                                                                                                                                         strategy
    Increase of customer loyalty and            Increase need for quality                                           Lesser risk for substitution      Increased product value
    demand pull                                 assurance                                                           Creation of entry barriers
    Establish means against
    replaceability                              Visible target for competitive              .

    Positive image of OEM brands                attacks                                                             Potential conflicts with OEM
                                                                                                                                                      Image risks                        Increased
    Price-/Volume premium                                                                                           Higher financial burden on
                                                                                                                                                      Weakening of own products          risk and
    Pull-creation                               Negative Image of OEM brands                                        enduser communication
    Creation of Brand Equity                                                                                                                          Increase of branding around        conflict
                                                                                                  Risks




                                                                                                                    Higher risk of image damages                                         potential
    Increase of market power versus             Resistance of industrial customers                                  through product failure
                                                                                                                                                      or in the core product
    OEMs
      107                                                                                          108




                                                                                                                                                                                                     18
 Application Conditions of
 InBranding                                                                                            More Conditions of InBranding

                Complexity of components
                                                                                                                              Number of OEMs
                in relation to final product
                                                     Example:                                                                                                                       Example:
                                                     Micro processors (Intel)                                                                                                       Micro processors (Intel)
              High                                   ABS, ESP (Bosch)                                                         High                                                  ABS, ESP (Bosch)
                                                     Textile coding (Teflon)                                                                                                        Textile coding (Teflon)
                                                     Laminate (GoreTex)                                                                                                             Laminate (GoreTex)
                                                     Bicycle gears (Shimano)                                                                                                        Bicycle gears (Shimano)
                             Schiesser & Ariel                                                                                                     Schiesser & Ariel
                                Deutsche                                                                                                              Deutsche
                              Bahn AG                                                                                                               Bahn AG
                                  &                                                                                                                     &
                                Citibank                                                                                                              Citibank
              Low                                                                                                             Low
                                                                      Important for
                                                                      functionality of final
                                                                      product
                                                                                                                                                                                                              Number of supplier
                                       High                   Low                                                                                            High                               Low

                                Unsuitable for             Suitable for Ingredient Branding                                                           Unsuitable for                         Suitable for Ingredient Branding
                               Ingredient Branding                                                                                                   Ingredient Branding

 109                                                                                                   110
Pfoertsch/Mueller (2005)                                                                              Pfoertsch/Mueller (2005)




 Success Stories of InBrands                                                                           New Applications are on the Horizon

        Intel Inside                                             NutraSweet
        Firma:     Intel Corporation                             Firma:    NutraSweet Company
        Branche: Halbleiterindustrie                             Branche: Lebensmittelindustrie
        Produkte: Mikroprozessoren                               Produkte: Süßstoffe
        Umsatz: 38,82 Mrd. US $(2005)                            Umsatz: 0,25 Mrd. US $ (2002)
         Gore-Tex                                                Teflon
         Firma:    W.L. Gore & Associates                        Firma:    DuPont
         Branche: Bekleidungsindustrie                           Branche: Chemieindustrie
         Produkte: Textillaminate                                Produkte: Antihaftbeschichtung                                                                                                             soy protein
         Umsatz: 1,35 Mrd. US $ (2003)                           Umsatz: 26,99 Mrd. US $ (2003)
         Lycra                                                   Shimano
         Firma:    INVISTA                                       Firma:    Shimano
         Branche: Textilindustrie                                Branche: Sportartikelindustrie
         Produkte: Elastikfasern                                 Produkte: Fahrradkomponenten
         Umsatz: 6,9 Mrd. US $ (2003)                            Umsatz: 1,6 Mrd. US $ (2004)
         Makrolon                                                Tetra Pak
         Firma: Bayer MaterialScience                            Firma:    Tetra Pak
         Branche: chemische Industrie                            Branche: Verpackungsindustrie        Z-Trim all-natural fat replacement products
 111     Produkte: Kunststoffe                                                                         112
                                                                 Produkte: Verpackungssysteme
         Umsatz: 10,7 Mrd. € (2005)                              Umsatz: 7,3 Mrd. US $ (2003)




 Open Research Questions                                                                              Future of Ingredient Branding

       Better understand how competitive advantage
       can be achieved through the use of ingredient                                                                                         Relative decrease in importance of
                                                                                                                                             consumer brands
       branding as a type of brand alliance.                                                      Importance
                                                                                                      of
       Establish brand metrics for multi-level branding.                                           branding

       Track and predict ingredient branding success.                                                                Industrial                                                                         Increase of importance
                                                                                                                     Revolution                                                                         of new branding
                                                                                                                                                                                                        concepts



                                                                                                                                                                                                                   time
                                                                                                              1300             1850         1900           1950    1970    1990    2000          2050

                                                                                                                     =   Guild brands                                                                       OEM brands (industrial)
                                                                                                                                                              =   Service brands                        =

                                                                                                                     =   OEM brands     (consumer)            =   Retail brands (consumer)              =   Ingredient brands


 113                                                                                                   114
                                                                                                             Havenstein (2004):




                                                                                                                                                                                                                                      19
What do you have to do if you want to
InBrand?                                                                                                   The Dream of Every Automotive Component
      Analyze you offerings for real value items for the                                                   Supplier
      customers, and segment them
      Determine the benefits in the value chain
      Identify the power configuration in the value
      chain
      Analyze the business environment and
      competitive situation for your brand
      Evaluate and simulate possible InBrand offerings


115                                                                                                        116




Branding Online                                                                                            Examples eBay Business Swarovski
      Online branding capitalizes on the two mayor
      advantages that the internet offers for individuals
      and corporations:
      Informative - The distribution of current
      information.
      Simplifying - The possibility of business
      transaction at any time any place.



117                                                                                                        118




Social Branding                                                                                            Building Brand Through Word-of-Mouth
                                                                                                                 Negative example: A division error in Intel’s Pentium chip in 1994
      In recent years an interest in demonstrating                                                               A write-off to the tune of US$ 475 million was the cost of this lesson
      ethical and socially responsible marketing                                                                 for Intel.
      appeared. Famous buzzwords like “corporate                                                                 Using Word-of-Mouth to spread the message. The following types
      citizenship” and “Corporate Social                                                                         of products have this power to create high involvement among
                                                                                                                 customers:
      Responsibility” (CSR) are proof of this.
                                                                       Top-Rated B2B Companies for
                                                                                                                     Exciting products
                                                                           Social Responsibility
                                                                                                                     Innovative products
                                                                   5      Hewlett-Packard
            Social Responsibility Rating.                                                                            Personal experience products (Hotels, airlines, cars)
                                                                   7      Microsoft
                                                                   8      IBM                                        Complex products (Software, medical devices)
                                                                  10      3M                                         Expensive products
                                                                  11      UPS
                                                                  12      FedEx
                                                                  15      General Electric
                                                                                                                 Blogging should be taken seriously in B2B too as the next most
                                                                                                                 influential form of spreading brand influence.
    Kotler and Lee, Corporate Social Responsibility: Doing the Most Good for Your Company and Your Cause
119                                                                                                        120
    (Hoboken, NJ: Wiley, 2005).




                                                                                                                                                                                          20
Summary                                                                                                                                                           Interbrand ranking of the world’s most
         Stop underestimating the power of brands in B2B! Branding should be the thread running
         through the subject of Marketing. An important aspect of a successful brand strategy is to
                                                                                                                                                                  valuable B2B brands 2005[i
         completely align it to the business strategy and build lasting brand-conscious customer
         relationships.
                                                                                                                                                                                                       Rank       Brand                            Rank        Brand
         Make a consistent impression with all your stakeholders at every single point of interaction, and
         do not forget that one of the most important things in B2B brand management is to reduce
                                                                                                                                                                                                         2        Microsoft                          33        Morgan Stanley
         complexity for the customer.
         Build a strategic brand architecture that supports and enhances the type and nature of your
                                                                                                                                                                                                         3        IBM                                34        J.P. Morgan
         company and distinguish between Corporate, Product, and Family Branding.
         The most common brand strategy in B2B is a corporate brand in combination with a few
                                                                                                                                                                                                         4        General Electric                   36        SAP
         product brands. But also, Ingredient Branding as a form of multi-stage branding, becomes
         increasingly relevant for supplies and OEMs.
                                                                                                                                                                                                         5        Intel                              43        Novartis
         The major communication instruments in B2B are Direct Sales, Direct Marketing, PR,
         Specialized Press, Sponsorships, Trade Shows and Exhibitions, Advertising, Sales Promotion, and
         E-Marketing.                                                                                                                                                                                    6        Nokia                              45        Siemens

         It is essential for every brand to implement a comprehensive and adequate measurement system
         to gauge and guide brand success.                                                                                                                                                              13        Hewlett-Packard                    51        Accenture

         It is crucial to effectively communicate the values of your brands to your own people; making
         sure that employees understand these values and thereby leading them to become the best                                                                                                        27        Oracle                             54        Xerox
         ambassadors of your company and its products.
         Time-strapped decision makers prefer to buy, or at least research, products and services online.                                                                                               29        HSBC                               70        Caterpillar
         Therefore, Online Branding is a crucial part of B2B brand building.
         Social Branding is a great way for B2B companies to receive high marks for social responsibility.                                                                                              32        UPS                                74        Reuters

         Building Brand through Word-of-Mouth is a common approach in the industrial world.
         Recently, this old fashioned method has been enhanced by Internet technology called Weblogs
121      (blogs)                                                                                                                                                  122          [i]            Source: Interbrand Corp., Berner and Kiley, “Global Brands,” Business Week, 86-94, 2005.




Philip Kotler                                                                                                                                                     Waldemar Pfoertsch
       is the S.C. Johnson & Son Distinguished Professor of International Market­ing at the Kellogg School of Management, Northwestern                                  holds the position of Professor for International Business at the Pforzheim University, and he is visiting lecture at the
       University, Evanston, Illinois. He received his Master’s Degree at the University of Chicago and his PhD Degree at MIT, both in                                  Executive MBA Program of the Liautaud Graduate School of Business, University of Illinois at Chicago. In addition
       economics. He did post-doctoral work in mathematics at Harvard University and in behavioral science at the University of Chicago.                                he is an Online Tutor for MBA Program International Management University Maryland College Park and at the
       Professor Kotler is the author of Marketing Management: Analysis, Planning, Implementation and Control, the most widely used marketing book in                   Steinbeis University in Berlin.
       graduate business schools worldwide; Principles of Marketing; Marketing Models; Strategic Marketing for Nonprofit Organizations; The
       New Competition; High Visibility; Social Marketing; Marketing Places; Marketing for Congregations; Marketing for Hospitality and                                 He received two Master Degrees (economics & business administration) and his Doctorial Degree in social science at
       Tourism; The Marketing of Nations; Kotler on Marketing, Building Global Biobrands, Attracting Investors, Ten Deadly Marketing Sins,                              the Free University Berlin. He did his post-doctoral work in industrial planning at the Technical University Berlin.
       Marketing Moves, Corporate Social Responsibility, Lateral Marketing, and Marketing Insights from A to Z. He has published over one
       hundred articles in leading journals, several of which have received best-article awards.                                                                        His latest publication in German covers the areas of B2BMarketing, Brand Management and Ingredient Branding. He
       Professor Kotler was the first recipient of the American Marketing Association’s (AMA) “Distinguished Marketing Educator Award”
                                                                                                                                                                        also published: Living Web and Internet Strategies. In preparation is Blogs: The new business language. He also
       (1985). The European Association of Marketing Consultants and Sales Trainers awarded Kotler their prize for “Marketing Excellence”. He                           published several articles in German, Chinese and English language on international management issues.
       was chosen as the “Leader in Marketing Thought” by the Academic Members of the AMA in a 1975 survey. He also received the 1978                                   Professor Pfoertsch has consulted for such companies as DaimlerChrysler, HP, IBM, and many medium size
       “Paul Converse Award” of the AMA, honoring his original contribution to marketing. In 1989, he received the Annual Charles Coolidge                              corporations in Europe, Asia and North America in the areas of international marketing and brand management. He is
       Parlin Marketing Research Award. In 1995, the Sales and Marketing Executives International (SMEI) named him “Marketer of the Year”.                              on the advisory board of various companies and non profit organizations.
       Professor Kotler has consulted for such companies as IBM, General Electric, AT&T, Honeywell, Bank of America, Merck and others in the areas
       of marketing strategy and planning, marketing organization and international marketing.                                                                          His other teaching positions had been at the University of Cooperative Education Villingen-Schwenningen, Visiting
       He has been Chairman of the College of Marketing of the Institute of Management Sciences, a Director of the American Marketing                                   Associate Professor at Kellogg Graduate School of Management, Northwestern University and Lecturer for Strategic
       Association, a Trustee of the Marketing Science Institute, a Director of the MAC Group, a former member of the Yankelovich Advisory                              Management at Lake Forest Graduate School of Management.
       Board, and a member of the Copernicus Advisory Board. He has been a Trustee of the Board of Governors of the School of the Art                                   Prior to his teaching appointments, he was a Management Consultant for international consulting companies. In this
       Institute of Chicago and a Member of the Advisory Board of the Drucker Foundation. He has received honorary doctoral degrees from the                            position, he has traveled extensively throughout Europe, Asia and North America working with companies in
       Stockholm University, University of Zurich, Athens University of Economics and Business, DePaul University, the Cracow School of
       Business and Economics, Groupe H.E.C. in Paris, the University of Economics and Business Administration in Vienna, Budapest                                      developing international strategies. His earlier positions include being an Economic Advisor to the United Nations
       University of Economic Science and Public Administration, and the Catholic University of Santo Domingo.                                                          Industrial Development Organization (UNIDO) where he worked as an advisor to the government on how to
       He has traveled extensively throughout Europe, Asia and South America, advising and lecturing to many companies about how to apply                               develop internationally competitive industries. He also worked for many years in the automation industry, serving
       sound economic and marketing science principles to increase their competitiveness. He has also advised governments on how to develop                             automotive companies.
       stronger public agencies to further the development of the nation’s economic well-being.                                                                         Contact him at:
                                                                                                                                                                        Pforzheim University, Tiefenbronnerstrasse 65, 75175 Pforzheim
                                                                                                                                                                        Tel.: +49-171-536 8998
                                                                                                                                                                        E-mail: waldemar@pfoertsch.com
                                                                                                                                                                        Skype: wapskype

123                                                                                                                                                               124




Back Cover                                                                                                                                                        Contact
The globalization of economic exchanges between businesses and the fading of national borders are well known to 21st century business leaders. In this
         changing world, strong brands engender confidence. This book will provide you with the knowledge of brand management to differentiate your
         company from global competition.

         Dr. Axel C Heitmann,
         CEO LANXESS AG

“The relevance of branding in b-to-b is obvious. But the biggest obstacle for professional branding is to transfer the spirit of branding into the heads of the
                                                                                                                                                                  Prof. Dr. Waldemar A. Pförtsch
                                                                                                                                                                  International Business
         main decision-makers of a company. Then branding can develop its full power. This book is very helpful for people who are responsible for this
         process.”

         Achim Kühn,
         Head of Marketing Herrenknecht AG
                                                                                                                                                                  Hochschule Pforzheim
At Lenovo we believe branding in the Business-to-Business world is just as important as in the Business-to-Consumer arena. This book combines a methodical
        approach to B2B branding backed-up by real-world examples. If you want to learn how to build sustainable competitive advantage through branding
        look no further.

         Bill Amelio
         CEO – Lenovo                                                                                                                                             +49-171-536 8998
This first comprehensive book on B2B brand management will provide even the most experienced business manger with a new way of looking at B2B
           branding. It provides proven case studies that bring B2B brand management to life. It will provoke the reader to think about a systematic approach
           to branding, based on facts, rather than personal judgment. Focused branding moves you closer to your customers. Professors Kotler and
                                                                                                                                                                  waldemar@pfoertsch.com
           Pfoertsch encourage us to look for more differentiation without neglecting the competition and they encourage you to get top management attention
           for the branding decisions on a continuous basis.
           In short, this is the ultimate book for managers and customers in the B2B2C value chain.

         Tim Love
         Vice-Chairman Omnicom Group




125                                                                                                                                                               126




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