BSM 100 Chapter Notes - Chapter 10: Manny Pacquiao, Paris Hilton, Customer Relationship Management

• School: Ryerson University
• Department: Business Essentials
• Course: BSM 100
• Professor: Singh Ranjita

Document Summary

Marketing: activity, set of institutions and processes for creating, communicating, delivering and exchanging offerings that have value for customers, clients, partners, and society at large. Utility: the ability of goods and services to satisfy consumer wants Form utility: the power of a good/service to satisfy customer wants by converting inputs into a finished form. Time utility: the power of a good or service to satisfy customer wants by providing goods/services at a convenient time for customers. Place utility: the power of a good/service to satisfy customer wants by providing goods/services at convenient place for customers. Ownership utility: the power of a good/service to satisfy customer wants by smoothly transferring ownership of goods/services from seller to buyer. *satisfying customer wants in way that exceeds expectation is job that never ends. Marketing is process, you improve it, perfect it, change it even pause it but you never stop it completely. *rebus puzzles = exercise in creativity (existing words in novel orientation)