㈠ 求一篇有關市場營銷英文的論文5000字
First, services marketing. Modern economic development is characterized by a significant service instry booming national economy, the status of its growing importance of services marketing highlights the growing importance of China has joined WTO, foreign companies have to seize the Chinese, and foreign services, marketing war will appear white-hot trend. Economic life of service can be divided into two categories. One is service procts, proct creation and delivery for customers mainly from the core interests of intangible services. The other is the function of services, procts, mainly from the formation of the core interests of the ingredients, invisible only to meet customer service needs of non-major. Berry think that the source of the proct's core interests, the tangible and intangible elements of composition to be more than that, then the proct can be seen as a "commodity" (tangible procts); if intangible components of tangible elements to more than that, then the proct can be seen as a "service." And services consistent with this distinction, service marketing research formed the two major areas, namely services, procts, marketing and customer service marketing. Service is the essence of proct marketing, how to promote the exchange of proct services; customer service is of the essence of marketing, how to use the services as a marketing tool to promote the exchange of tangible procts. However, both services proct marketing, or customer service, marketing, service marketing is the core concept of customer satisfaction and loyalty, and by obtaining customer satisfaction and loyalty to the promotion of mutually beneficial exchange, and ultimately sales performance improvement and long-term business growth. Second, network marketing. Use of the Internet is a communication line, into the international network of global computer information delivery system will be the next most important channel for marketing. Internet Marketing features include; can provide anytime, anywhere 24 hours of global marketing services; computer can store large amounts of information, on behalf of consumer inquiries, the amount of information transmitted and accuracy, far more than other media; to meet market demands in a timely manner Update proct or price adjustments; rece printing and mailing costs; and no store rent, saving water and labor costs; can avoid the interference of a salesman selling strong; can talk through the provision of information and interaction with consumers long-term good relations. Internet is the most powerful marketing tool, it also combines Qu, marketing, electronic transactions, interactive customer service and market information analysis and delivery of a variety of functions. It features sound and light interactive communication, as of time, the media, who have been attracted to the eyes of the younger generation. In addition, it has a one to one marketing capabilities, it is consistent with [Focus marketing] and [direct marketing] future trend. Internet marketing can be considered as an emerging marketing channels, it is not necessarily to replace the traditional channels, but through the development of information technology to innovation and re-marketing channels. But it is undeniable that online marketing is bound to impact traditional marketing, so the business community must pay attention to this trend, and with the software instry for close contact and cooperation. Advertising instry as an example, in the latest media age, sales are consistent from start to finish operation, that is attracting attention from the triggered interest, resulting in purchases, procurement, these cities become, and advertising companies will participate in the marketing of the whole. Commercial enterprises also need to change the traditional organizational forms, to enhance the functions of the new media sector, the introction of both quality and marketing personnel in computer technology, the future can have the market's competitive advantage. Third, green marketing. The so-called "green marketing" refers to the social and enterprises are fully aware of the increasing environmental awareness of consumers and the resulting need for clean-based pollution-free procts based on the discovery, creation and select market opportunities, through a series of rational means of marketing to meet consumer and community development needs of the ecological environment and realize sustainable development process. Green Marketing is the core ecological principles in accordance with environmental protection and to select and determine the marketing mix strategy is based on green technology, green markets and green based on economic, ecological concerns for the human response to a mode of operation. Some developed countries the demand for green procts is very extensive, but developing countries as capital and consumer orientation, quality and consumer reasons, it can not really achieve the greening of all consumer demand. Taiwan for instance, currently only some food, home appliances, communication procts, part-green; while developed countries have adopted a variety of ways and means, including legislation, etc., Lai Tuixing and the achievement of all procts Di green consumption. Thus having a very broad basis of market demand for green marketing activities have laid a solid foundation. To green, for example, the United Kingdom, Germany, the demand for green food can not self-sufficient, the United Kingdom every year, the import of 80% of the total food consumption in Germany is as high as 98%. This indicates that the market potential for green procts is very large, very wide market demand. Green marketing is the twenty-first century consumer demand resulting from a novel marketing idea, that is, green marketing, marketing is also not out of the original theory. Therefore, the development of green marketing model and program selection and integration of related resources can not can not be severed from the original basis of marketing theory can be said that green marketing is the pursuit of health, safety, environmental protection, developed under the ideology of the new ways and means of marketing. Establish a modern enterprise is only a new marketing philosophy of sustainable development, make efforts to green marketing, the development of green procts for green proction, and sustainable development to adapt to the trend. At the same time, enterprises can further "consumer oriented", to promote sustainable consumption patterns of the full development and realization of their obligation to promote social development and ecological development of the responsibilities and obligations, so that their economic, social and environmental benefits .
㈡ 高手幫忙翻譯關於【市場營銷】的論文英文摘要★高分懸賞★採納再加+++
In today's world economy is unstoppable trend towards global economic integration, enterprise survival digital, commercial competition, an international direction. Increasing degree in business today, more and more intense competition between companies, marketing has become the company's operation and management of an important part of more and more attention to the company manager, marketing battle is intensifying. Marketing and content development is to improve the competitiveness of the enterprise market the most fundamental and most effective way, so a variety of marketing methods, and the constant updates are triggered into a new pattern of marketing. Regional international marketing, sales channels, systematic, marketing, people-oriented ideas, marketing merchandise personalized marketing will become the inevitable trend of development.
㈢ 高手幫忙翻譯關於【市場營銷】的論文英文摘要★高分懸賞
The skin care procts in the domestic market, is the first marketing model shop at the mall or the establishment of a special counter until Avon, Wei-tzu such an international brand with its unique marketing model into the Chinese market, we started noticing skin care Commodities of the importance of marketing mode. However, there are many skin care brand is not because the poor quality of their procts and withdraw from the market, but because its not form a complete, and its procts suitable for the marketing mode to support its development.
This paper seeks to explore ways to find a skin care marketing its best model portfolio, cultivating their own core competitiveness, so that consumers concern, understanding, acceptance and brand loyalty generated, in order to achieve the life cycle of skin care procts extension.
In this paper, through a combination of theory and practice, and skin care procts from the current market and consumer demand factors starting with skin care market has been the main marketing mode, which identify the problems and propose solutions. Skin care procts market forecast of the future trend of development, has broken through the traditional marketing model, the bold ideas of a new marketing model. Without a marketing mode is the most perfect, but in line with its own attributes of skin care procts marketing model is the best.
㈣ 市場營銷畢業論文 外文參考文獻
2、（美）約翰.A.昆奇著，呂一林譯，?市場營銷管理—教程與案例?北京.北京大學出版社，2000
3、查回爾斯.戴克著，李聖賢答譯寶潔的觀點內蒙古.內蒙古人民出版社1999
4、JamesAFitzsimmons著，張金成范秀成譯，《服務管理》，北京.機械工業出版社2000
5、RaymondP.Fisk等著，張金成等譯，《互動服務營銷》北京.機械工業出版社2000
6.菲利普
㈤ 跪求高手幫忙翻譯關於【市場營銷】的論文英文摘要 ★高分懸賞
The market marketing study takes an establishment in the economic science, the behavioral science and above the modern management theory foundation applied science, meets the market requirement in the instruction enterprise, carries out the fruitful market marketing activity, enhances aspects and so on market competitiveness and market share is playing the very vital role. The market marketing study from introced the home to be mature to the development, has experienced a long process. Through to the market marketing study in China's development process's review, has analyzed the market marketing knowledge in our country's dissemination, the application condition, and will make the forecast to future trend of development, the union has the Chinese characteristic market marketing theory prospects for development, should create conforms to Chinese society own characteristic, and can instruct the Chinese Enterprise and the Chinese economy obtains the success to have the bright Chinese characteristic market marketing study, will greet the new economical time the challenge. key word: Market marketing market marketing study present situation Chinese
㈥ marketing 市場營銷論文 要英文版的
With the development of IT technology, business to the increasingly rapid pace of change to the network, and now we have entered the information age, speed has become our constant pursuit of direction. For each enterprise essential to marketing departments in order to advance the pace of change even more in, people began to network marketing transformation.
Some experts said that in the Internet age of today's Internet Marketing will soon replace the traditional marketing methods and become the main theme of the market. Because people can see the advantages of the network marketing, in-house, departments, and between all departments of the Internet to share information, but also shorten the time for the transmission of information. Thus greatly improving the efficiency of the computer above the company can build up a database, there are customers inside the basic information and consumer information records and is concive to the implementation of one-on-one marketing, for better customer service. At the same time also allow customers to feel he is very business-to-the mind, increase customer loyalty and sales network for the same very attractive, it may omit many brokers, such as wholesalers, distributors, retailers and even And to directly face the customer. Thus greatly rece the cost, the enterprise's procts more competitive to achieve greater sales, and more importantly is able to get the fastest rate of customer feedback to enable enterprises to adapt to market the proct more demand e to enterprises Always walk in the forefront of the market.
Some experts say that may be. Network marketing is some advantage, but his shortcomings but can not be ignored. Network can get market information faster, but the network sales increase sales but can not agree with. They believe that this network has only the most cutting-edge things. Most people have not accepted this approach. It is also not in the habit of online shopping, the things on these virtual lack of trust, they believe that the reality is quite the thing. Life, if I bought What is the problem with the quality of things you can find manufacturers directly, or find a vendor, and will soon receive a response. I do not know that the Internet can be the Whom do I contact, how to find, when a reply » Some say things simply do not fit in online sales, proction companies such as Coca-Cola drinks, I Xianghe when casually into stores or supermarkets which can be bought, it has more convenient, however, how to simplify the sales process? » Everyone knows that there is no need of. If you get the trust of customers, to the extent possible, satisfy the customer, then I think the most effective way is not to rece costs, as long as you in every corner of the world placed on Coke, so that people no matter what time any place as long as the wish to Drink will be able to see it and that is the biggest customer satisfaction, not only rece costs but forgot the more important in the market.
Network development is fast, according to the computer penetration rate is now to complete the transition to the network also needs a long time, not to mention to our Chinese enterprises. Network marketing is a great potential, but also可要not fully developed, the traditional marketing methods will still dominate, the network marketing soon replace the traditional marketing is not realistic. Perhaps the best marketing is not marketing, not traditional marketing, I think they can complement each other, Gequ director, perhaps the most promising is the best way of marketing it.
中文
隨著IT技術的發展，企業以越來越快的速度向網路化轉變，現在我們已經進入了信息時代，速度更成了我們不斷追求的方向。而對於每個企業必不可少的市場營銷部門在以更超前的速度轉變著，人們開始向網路營銷轉化。
有的專家說，在網路時代的今天網路營銷會很快的替代傳統的營銷方式而成為市場的主旋律。因為人們可以看到了網路營銷的優勢， 在企業內部 ，部門和部門之間都相互聯網有利於信息共享 ，也縮短了信息傳遞的時間。 從而大大提高了工作效率， 可以在公司電腦上面建立資料庫，里邊存有客戶的基本資料和消費信息紀錄 ，有利於實施一對一營銷，從而更好的為客戶服務。同時也能讓客戶感受到企業對他是相當的在乎， 更提高了客戶的忠誠度 ，而對於網路銷售同樣很有誘惑力，它可以省略許多中間商，象批發商 、經銷商、 甚至是零售商， 而直接面對客戶。從而大大降低了成本，企業的產品更有競爭力取得更大的銷售業績，而更主要的是能以最快的速度得到客戶的反饋信息，使企業的產品更適應市場的需求，而使企業總是走在市場的最前列。
可有的專家卻認為。網路營銷是有一些優勢，但他的缺點卻不容忽視。網路化是可以更快的得到市場信息， 但網路銷售提高銷售業績卻不堪贊同。他們認為，網路化今天卻只是最前沿的東西。大部分的人還沒有接受這種方式。人們還不太習慣在網上購物，他們對這些虛擬的東西缺乏信任，他們還是比較相信現實中存在的東西。生活中，如果我買了東西質量有什麼問題直接就可以找廠家， 或者找賣主 ，而且會很快的得到答復。可網上我不知道該找誰，怎麼找，什麼時候有答復？再說有的東西根本就不適合在網上銷售，比如可口可樂公司生產的飲品， 我想喝的時候隨便進哪個商店或者超市都能買到，這已經再方便不過了，還要怎麼簡化銷售過程嗎？誰都知道沒有必要了。你要想得到顧客的信任，想盡可能的滿足顧客，那麼我想最有效的方法不是去降低成本，只要你在世界的每個角落都擺放上可樂，讓人們不論在什麼時間什麼地點只要想喝就能夠看到它那就是對顧客最大的滿足，不要只顧著降低成本而卻忘了更重要的市場佔有率。
網路化發展的的確快，可按照現在的電腦普及率要完全的向網路化轉變還需要相當長的時間，更何況對我們中國的企業。網路營銷確實潛力很大，可要完全開發卻也不易，傳統的營銷方式還是會佔主導地位，網路營銷很快的取代傳統的營銷是不現實的。也許最好的營銷方式不是網路營銷，也不是傳統營銷，我覺得他們完全可以相互補充，各取所長，也許那才是最好最有前途的營銷方式吧。
㈦ 以下市場營銷摘要用英文怎麼寫
Abstract: in the fierce market competition, the enterprise wants to remain invincible must strengthen brand management, to build up the core competitiveness of the enterprise. The paper discusses the importance of enterprise marketing potential and widespread misunderstanding of several business, then puts forward a set of state-owned brand and enhance the core competitiveness of enterprises, and points out that effective ways of brand management science only to establish good business enterprise image. Based on the analysis of the enterprise marketing potential misunderstanding and importance of brand management, based on the enhancement enterprise marketing potential, enhance the core competitiveness of enterprises effectively.
Keywords: enterprise, Marketing, Strategy, The core, potential
㈧ 高手幫忙翻譯關於【市場營銷】的論文英文摘要★高分懸賞★
Abstract: As one marketing based on economic science, behavioral science and modern management theory on the basis of applied science in guiding enterprises to adapt to market needs and conct effective marketing activities, increase market competitiveness and market share etc. play an important role. From the introction of domestic marketing to mature through a long process. Studies on marketing in China in the development process of the review, analysis of the market and the dissemination of marketing knowledge in China, application status, and to predict the future development of 趨勢, combined with Chinese characteristics and prospects of development of marketing theory, should create a line with China's own characteristics, the community, and to guide Chinese enterprises and China's economic success with distinctive Chinese characteristics, marketing science, to meet the challenges of the new economic era.
Key words: Situation Marketing Marketing in China
㈨ 市場營銷畢業論文外文文獻
論電信企業市場營銷策略
[摘要]電信全球化與國際競爭的新趨勢,給我國電信業帶來了前所未有的壓力與挑戰,根據我國電信企業行業特點與營銷重點,提出全員營銷、摒棄傳統廣告宣傳方式、營建全新企業文化及拓寬范圍,實行差別化經營等策略。
「所謂服務業這一行業根本不存在,只是各行業中服務成分所佔的比重大小有所不同而已,每個人都在為他服務」。(TheoeloeLevitt語)顯然,電信企業應屬於服務成分較大的行業,筆者試從電信企業現狀及服務業的特點入手,闡述電信企業的營銷策略。
一、電信企業的正確定位
電信全球化與國際競爭的新趨勢,給我們帶來了前所未有的壓力和挑戰。一些新的經營理念,競爭觀念、手段和策略正以驚人的速度向國人走來,並日益深刻地影響著國內通信市場。
資產重組後的電信企業由於無線尋呼的剝離,郵政與電信的分營,移動公司的獨立,實力受到了明顯的削弱,經營范圍與市場空間也隨之相應變得狹窄。而在我們電信企業整體實力削弱的同時,我們的競爭對手無論從數量還是從實力,都不再是以前那樣的弱小。我們對於通訊市場曾經有過的壟斷時代已成為「昨日黃花」,電信市場不再有「巨無霸」的存在,代之而起的是諸侯割據群雄逐鹿。同時經歷了這幾年電信市場的長足發展,郵電通信能力和技術水平飛速提高,郵電通信不再是影響國民經濟發展的瓶頸部門。從總體上說,通信能力與市場需求相比已經不再是短缺。更為嚴重的是,在國內需求普遍疲軟的情況下,WTO正一步步向我們走來,我們未來的競爭對手將比現在可怕上不只十倍百倍。
因而,在目前市場相對飽和的情況下,「加快發展,千方百計滿足用戶需要」,已經不應再成為我們電信企業的宣傳口號和行動指南。面對日益壯大的競爭對手和相對狹小的空間,如果僅僅立足於用戶需要的滿足,我們將失去現有的市場。我們必須清醒地認識到:市場營銷才是企業的首要任務。這既是企業工作的起點,又是企業工作的終點。沒有市場營銷企業就無法生存。「先有市場後有產品」之所以成為近幾年企業界流行的經營方針即緣於此。由此可見,市場營銷是企業發展的必由之路,強化營銷,發現需求,選擇市場需求是企業的第一任務,是關系企業生存發展的大事。因而,我們當前的任務當是創造市場,製造需求,引導消費,唯如此,我們電信企業方會在市場競爭中立於不敗之地。
二、電信企業行業特點與營銷重點
電信企業從屬服務行業,因而我們必須從服務行業的特點出發,制定出符合行業特徵的市場營銷方案。「服務是一方能夠向另一方提供的基本上是無形的任何功效或利益,並且不導致任何所有權的產生。它的生產可能與某種有形產品密切聯系在一起,也可能毫無聯系」。這就決定了電信企業具有如下行業特點:
(一)不可觸摸性
服務是無形的。與有形產品不同,服務在被購買以前是看不見、品味不到,摸不著、聽不到或嗅不出的。而購買者為減少這種不可觸摸性所帶來的不確定性,他們必然會尋求服務質量的標志或證據。他們將從看到的地方、人員、設備、溝通資料、象徵和價格等方面,作出服務質量的判斷。
因此,服務提供者的任務是「經營證據」、「化無形為有形」。產品營銷者受到的挑戰是要求他們增加抽象觀念,而服務營銷者受到的挑戰則是要求他們在其抽象供應上增加有形證據。
如果我們想使我們的企業看起來服務快速和有效,就要中以試用以下幾種工具使這種定位策略有形化。
1、場所電信的有形環境必須暗示出快速和有效的服務。企業的外部和內部設計要做到整潔明快,對辦公桌子的擺設和人行通道應進行認真設計規劃,從外觀上看,等持接持的顧客所排隊伍不應過長,應有足夠的坐位給正在辦理業務的顧客。
2、人員全體工作人員應當是忙碌的。他們應當做到衣著得體統一,並佩戴統一標志如工牌,並在始終保持微笑服務的同時做到來有迎聲,去有送語。
3、溝通資料溝通資料應能表明高效率,宣傳小冊子應做到印刷清晰,層次分明,圖片也應經過認真選擇。
4、象徵即企業的標志,如電信的徽記。
5、價格各種服務價格要能始終保持簡單明了。
(二)不可分離性
服務的生產與消費二者一般而方是同時進行的。這與有形物品的情況不同,後者是被製造出來的,先投入存儲,隨後銷售,最後被消費。如果服務是由人提供的,那麼這個人就是服務的一部分。因為當服務正在生產時顧客也在場,提供者和顧客相互作用,是服務營銷的一個特徵,提供者和顧客兩者對服務的結果都有影響。
(三)可變性
服務具有極大的可變性。因為服務取決於由誰來提供以及在何時、何地提供。對服務質量的控制可採取兩個步驟:第一步,投資於挑選優秀的工作人員並進行培訓。對服務提供者進行培訓,使其對顧客出現的各種情況都能做出適當反應,從而減少服務的可變性;第二步,通過顧客建議和投訴系統,顧客調查和對比購買,追蹤了解顧客的滿意情況。這樣,質量較差的服務便可被察覺出來並得以更正。
(四)易消失性
服務不具有可貯藏性。不可能事先生產出服務留待以後消費。它的生產過程本身就是消費的過程,因而極易消失。
由於服務性企業具有以上特點,因而服務性企業如果只用傳統的市場營銷方法來經營勢必困難。在服務性企業中,顧客面對著服務質量不太穩定和較多變化的服務者,服務結果不僅受服務提供者的影響,而且受「不公開的」生產過程的影響。因而服務性企業的營銷不僅需要傳統的市場營銷,而且還要插入其他兩種市場營銷,即內部市場營銷和交互作用的市場營銷。
內部市場營銷,意指服務公司必須對直接接待顧客的人員以及所有輔助服務人員進行培養和激勵,使其通力合作,以便使顧客滿意。市場營銷部門可能做的最大貢獻應是:「特別善於促使機構的其他部門每個人都實行市場營銷。」(貝利語)
交互作用市場營銷,意指感知的服務質量在很大程度上取決於買者和賣者之間交互工作用的質量。在產品營銷中,產品質量與如何被取得的方式之間毫無聯系,但是在服務營銷中,服務質量則是同服務供應者混為一體的。顧客評價服務質量,不僅依據其技術質量,而且依據其職能質量。因此,專業人員必須掌握交互作用市場營銷的技巧。
相對於傳統營銷而方,內部市場營銷與交互作用的市場營銷共同構成現代市場營銷———全員營銷。亦即市場營銷的重點就是全員營銷。
三、全員營銷的營銷策略
全員營銷不僅包括營銷手段的整體性,還包括營銷主體的整體性及營銷戰略的整體性。傳統的營銷是以生產者為中心,以產品售出為目的,而現代營銷是以顧客為中心,以顧客滿意為目標,所要達到的最終目的如日本豐田公司的經理在推出凌志汽車時所說:「我們不應僅滿足於顧客滿意,我們的最終目的是使顧客愉悅」。
怎樣才能做到這一點呢?這就要求我樣牢固樹立「企業以市場營銷為核心,市場營銷以顧客滿意為核心」的觀念,將產品開發、技術改造、結構調整、生產管理、內部改革、資本運營等工作統一到服務和服從於市場這個中心上來,把搞好市場營銷放在一切經營活動的第一位,以市場營銷部門為中心,管理、生產、後勤部門以顧客滿意為目標向市場營銷部門提供服務。亦即搞好對外營銷必須先搞好對內營銷。某家旅遊公司曾提出過這樣的口號「員工第一、顧客第二」,其含義並非是不重視顧客,而是將員工列為第一的目的在於使企業員工滿意,以嶄新的面貌迎接顧客,從而實現顧客的滿意。在樹立「員工第一」思想的同時牢固樹立「前一部門是後一部門的顧客」的思想,從而最大限度的激活內部市場營銷。
全員營銷的一個很明顯的特徵就是:每道工序、每個員工與顧客都處於同一個不可分割的價值鏈,每個員工的工作都與顧客密切相關,只不過越靠近顧客的對顧客的影響越大。作為電信企業僅局限於對外的窗口,更不能僅僅局限於營業廳,我們以前抓服務的重點放在營業廳,而忽視了對另一些主要的服務群體如機線人員的管理。對於電信企業而言,機線人員服務的好壞對我們企業經營的影響更為直觀。而在我們以前的實際工作當中,只是狠抓營業員的服務,而忽視了機線人員的規范化服務,導致我們的機線人員不象是國有企業的員工,反倒象是農村的個體包工隊,極大地影響了我們的聲譽。全員營銷應注重這些重要環節,不允許出現任何細徽的漏洞。
全員營銷的另一個前提是員工整體素質的提高。這就要求我們的員工不僅要精通自己分管的業務,對於我們電信企業所有的業務都應有全面的了解。威海電信局曾經實行過「首問負責制」,意即每個員工在接聽客戶的電話,為客戶提供咨詢服務時,不應回答「不知道」,而應負責到底,為客戶咨詢有關部門,給予客戶滿意的答復。這種做法雖然比以前有所進步,但弊端在於浪費了客戶的時間,降低了客戶的滿意度。請設想一下,如果我們每一個員工對每個問題都能對答如流,對每項業務都能如數家珍,這對我們的企業發展將會起到多大的推動作用。因而,從一線員工到支撐系統員工,不但要有全心全意為客戶服務的覺悟,還要有過硬的服務本領。加強全體員工的技能培訓,使其不僅知其然,而知其所以然,為客戶提供高質量的服務。
全員營銷還需要提供相應的技術支持,提高服務的技術層次。體現服務水平的還有服務技術、服務手段。不僅包括服務手段的技術化,還包括通信能力的提高和通信手段的增多。藉助高科技手段,實現服務層次的飛躍。如計算機的普及,使收費速度大大提高;聯網收費,使客戶體會網多面廣的優勢;產品的更新換代,滿足不同層次消費群體的消費需求。
由於全員營銷具有上述特徵,因而在實際操作中,與傳統營銷手段並用,將會取得事半功倍的效果。
四、摒棄傳統廣告宣傳,建設全新企業文化
服務性企業較之製造企業在營銷方面有許多不足,根據美國喬治和邁爾克斯德爾的調查,可以得出以下結論:(1)一般來說市場營銷部門較少可能實行市場營銷組合活動;(2)在提供服務區域較少可能進行市場營銷分析;(3)很可能在內部處理自己的廣告而不是求助於外部的廣告社;(4)較少可能制定全面的銷售計劃;(5)較少可能制定和實施銷售培訓方案;(6)較少可能利用營銷研究公司和營銷顧問;(7)如用銷售總額百分比表示用於市場營銷上的費用,在這方面則有可能花費更少。
作為曾經是國家壟斷經營的電信企業,其實際營銷手段比以上的論述更差。作為「官商」,我們曾經信奉的教條是「皇帝女兒不愁嫁」,作為「瓶頸部門」,我們曾級「酒好不怕巷子深」,這些陳規陋習導致我們在向市場經濟轉向的同時,不可避免地留有尚未褪化完全的計劃經濟的胎記。我們很多電信企業的廣告僅僅做在家門口,做在營業廳里,我們在電視電台報紙所做的也僅僅是乾巴巴的條文廣告。廣告這一引導消費的手段居然墮落到「顧客須知」的地步,廣告魅力在我們那種做了也白做的論調中消失殆盡。我們所做的廣告僅僅向人們表明我們做過廣告。值得慶幸的是,我們有些經營者發現了這些問題。雖然我們欠缺國際商業巨頭的大手筆,但我們絕對不能喪失商海博激的信心和勇氣。一些電信企業的經驗很值得我們推廣:如在不同時間,針對不同的消費群體實行了不同的廣告宣傳,收到了較好的社會效益和經濟效益。但在我們所有廣告宣傳中,缺少最根本的主題———企業文化的宣傳。
企業文化包括在長期生產過程中形成的經營思想、管理方式、群體意識和行為規范。它貫穿於企業發展道路、生產業務、經營管理以及職工思想政治、文化修養、業務技術素質的方方面面。高水平的質量服務文化,才能創出優質的服務,創優質服務又有力地推進企業的質量服務文化建設。眾所周知,海爾公司在兼並紅星電器廠時,僅派駐了幾個管理人員,就使紅星廠由虧損幾千萬的企業5個月內扭虧,他們憑借的是海爾品牌、海爾企業文化的灌輸。由此可見,企業文化對於一個企業而方,無疑是企業魂。
因而我們在使用傳統的廣告營銷手段的同時,應側重於企業文化的建設與宣傳,學會利用各種媒體樹立我們的形象。如我們可以對社會有影響的群體實行優惠政策,藉以提高我們的知名度;積極參與公益活動,樹立良好的企業形象。這種投入與產出的比肯定會優於廣告的效果。同時注重企業的文化建設,弘揚企業,創企業品牌,求名牌效益,力爭取得經濟效益的同時獲得良好的社會效益。
五、價格手段,不可多用,不能濫用
價格大戰一直是企業界慣用的營銷手續。曾幾何時,價格成為我們企業的制勝法寶,推銷產品的不二法門。彷彿祭起價格這個大旗,就可以戰無不勝,所向披靡。但我們的消費者正一步步走向成熟,他們不再滿足於小幅度的降價手段,最終結果導致價格戰的惡性循環。近幾年較為有名的是全國的彩電價格大戰,造成全國彩電行業至少53億的損失。「城門失火,殃及池魚」,彩電大戰導致了今年上半年的彩管行業的全面停產,彩管行業只能用減少供應量祈求價格的回升。在我們通訊市場,同樣是烽煙四起,價格戰的最終結果是「鷸蚌相爭,漁夫得利」,這里的漁夫並不是指由於降價而得到實惠的消費者,而是指國際上那些圓睜雙眼,緊盯我們這塊世界上最大的尚未開放的通訊市場的通訊業的巨頭們。我們原本就不足以與之抗衡,我們本應該聯手與之競爭,而我們採取的價格戰無疑將自己的市場廉價出售給了他們。當然價格戰並非一無是處,通過價格大戰,可以做到優勝劣汰,導致市場資源的重新配置,並由此鍛煉我們的企業抗風浪的能力。但是價格手段畢竟是雙刃劍,此應不可多用,更不能濫用。而應該配合企業社會形象的樹立,針對特殊群體採取價格攻勢;同時價格不能一降再降,那樣會使顧客有了等待心理,反而更糟。
六、拓寬經營范圍,實行差別化服務
當價格戰與鋪天蓋地的廣告刺激不了消費時,我們應該拓寬經營范圍,實行差別化管理。但是要想做到將我們的服務與競爭者的服務區別開來是件十分困難的事。經營范圍的縮小,競爭對手的增多,使得價格競爭愈演愈烈,許多顧客對產品的要求不多,只要省錢就行。由此可見,只要顧客認為服務的差別不大,他們對提供關心程度便會小於對價格的關心。解決價格競爭的辦法是發展差別供應和建立差別形象,提高顧客的滿意度。因為一個滿意的顧客對價格的關心程度低於對提供服務者的關心程度,同時一個滿意的顧客較為容易的接受開展的新業務,而且對我們電信企業的成本而言,發展一個新顧客遠比吸引一個老顧客的費用高。因而我們電信企業應憑借自己的資源優勢實行差別化服務管理。
這種差別化服務管理具有兩層意思,其一為本企業與外企業的不同,使顧客能明確我們所提供的服務為別人所無法提供的。這一點可以配合企業的文化建設進行。其工作重點應側重於經營范圍的拓展,讓我們的服務永遠走在別人的前面。其二對不同的顧客採取不同的營銷策略。
經營范圍的拓展,不僅包括外延的拓展,還包括內涵的拓展;不僅僅是量的增加,還包括質的提高。同時細分市場,做到有的放矢。比如對學生較為集中的地區,實行免費裝機發售電話卡刺激消費;對於消費層次不高的人應教會他們使用程式控制電話的多項功能,如「呼叫等待」、「轉移呼叫」等,提高通話率;對於消費層次較高的人應大力宣傳「一線通」等先進業務;對於大用戶(主要指那些群體數量少但業務量比重大的用戶)建立大戶室,設立大用戶檔案,甚至於採取青島局的辦法:為大用戶設立「綠色通道」,特事特辦,使大戶業務穩中有升,同時推出新業務後率先向他演示,從而引導消費。
總之,在我們電信企業的市場營銷工作中,要以現代營銷觀念為主,以傳統營銷觀念為輔;以全員營銷思想為主導,突出營銷部門的地位;淡化廣告宣傳效應,重視企業文化建設;忽略價格杠桿功能,嚴格差別化服務管理;立足現有市場,創造消費需求;以先進的營銷理念武裝我們的頭腦,使我們電信企業在未來的競爭中永立潮頭,勇往直前。
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