Description
Are my customers satisfied?, Who are my competitors?, Why isn't my product sold?, Target audience?, How should I set up price for my product?, Where should I sell my product?
Conducting
Marketing Research and
Forecasting Demand
Marketing information system
(intelligence)
What will we learn?
• What is MIS (Marketing information
system)?
• What is marketing research?
• Examples of marketing productivity
measuring
• How to forecast demand?
What managers want to know
and marketing managers have to know?
• Are my customers satisfied?
Who are my competitors?
Why isn’t my product sold?
Target audience?
How should I set up price for my product?
Where should I sell my product?
• …….
From where to get the knowledge?
What is knowledge
Knowledge is made….
Can be very individual
Marketing data and information…
So what is marketing information
system?
Marketing Information System
• An MIS consists of people,
equipment, and procedures
to gather, sort, analyze,
evaluate, and distribute
needed, timely, and
accurate information to
marketing decision makers.
• The MIS helps managers
to:
1. Assess Information Needs
2. Develop Needed Information
3. Distribute Information
FUNCTIONS OF MIS
If something is missing
The Marketing Information System
Who and to whom
what
From where
What is marketing research
• Marketing research is the
systematic and objective
identification, collection,
analysis, dissemination,
and use of information for
the purpose of assisting
management in decision
making related to the
identification and
solutions of problems and
opportunities in marketing
(Naresh Malhotra)
Purposes of Marketing Research
• Identify changes in the existing market
• Build up a knowledge bank
• Improve market awareness & opportunities
• Reduce risk and uncertainty
• Support marketing mix decisions
• Support marketing planning and controls
• Improve understanding of marketing
• Solve ad hoc problems
Short, middle and long term purposes
Outcomes of marketing research
Marketing and Market Research
• Marketing research - is the gathering of information on
all activities of marketing
• Market research - is the gathering of information on a
particular market for a product or service
• Marketing research has a wider scope than market
research
Types of research information
• Market research - information
about the market for a given
product/service
- likely demand
- market characteristics &
trends
- market share
• Promotion research
-effects of advertising on sales
-effectiveness of promotion
methods/media; sales areas
• Product research covers
information about the
proposed/improved product:
-competing products
-customer acceptance
-test marketing of potential
new users
• Price research
- customer perception of
price/quality/value
-profit margin
• Distribution research
-location & design of
distribution centre
-costs of transportation/storage
Why
Research?
• To Avoid ...
• To Reduce ...
• To Obtain ...
• What do you want to
know?
• Why do you want to
know it?
• Specifically, how are
you going to use the
information obtained?
Focus Focus
The marketing research process
Defining the Problem and the Research Objectives
Developing the Research Plan
Implementing the Research Plan –
collecting and analysing the data
Interpreting and Reporting the Findings
1. Defining the problem and research
objective
Management Decision
Problem
• Should a new product be
introduced?
• Should the advertising
campaign be changed?
• Should the price of the
brand be increased?
Marketing Research
Objective:
To determine consumer
preferences and purchase
intentions for the proposed
new product.
To determine the effectiveness
of the current advertising
campaign.
To determine the price elasticity
of demand and the impact on
sales and profits of various
levels of price changes.
3 general types of objectives:
• Exploratory – to gather preliminary information that will
help to better define problems and suggest hypothesis
• Descriptive – to better describe marketing problems,
situations or markets, such as the market potential for a
product or a demographics and attitudes of consumers
• Casual research – to test hypotheses out case and effect
rellationships.
case
• United Airlines, as other major airlines, had to deal with
passenger loyalty (management decision problem: how
to attract more and more loyal passengers). The broad
marketing research problem was to identify the factors
that influence loyalty of airline travelers.
The basic answer is to improve service.
Exploratory research, theoretical framework, and empirical
evidence revealed that the consumers’ choice of an
airline is influenced by: safety, price of the ticket,
frequent-flyer program, convenience of scheduling, and
brand name.
Case
• Secondary data, like the J. D
Power & Associates‚ survey on
"current and future trends in
airline food industry," indicated
that "food service is a major
contributor to customers’
loyalty." This survey also
emphasized the importance of
food brands.
• The airline's Marketrak survey told
United Airlines that "customers
wanted more varied and up-to-
date food.?
• The following research questions
and hypotheses may be posed:
• RQ1 How important is food for
airline customers?
• H1: Food is an important factor for
airline travelers.
• H2: Travelers value branded food.
• H3: Travelers prefer larger food
portions, but with consistent
quality.
• H4: Travelers prefer exotic food.
2. Developing research plan
• What, how, when, who, where?????
• Includes:
– Determining the exact information needed
– Developing a plan for gathering it efficiently
– Deciding the form of the final results presentation
• Outlines:
– Sources of data and information
– Specific research approaches
– Contact methods
– Sampling plans
– Instruments for data collection
Types and surces of data and
information
Using secondary data
• As a backdrop to primary research eg. when
doing basis research in unfamiliar territory
• As a substitute for research - information
already available or in cases where it is not
worth doing primary research
• As a technique in itself – eg. for collecting
historic data on market trends
TYPES OF SECONDARY DATA
Examples
•Sales invoice
•Salesperson’s call reports
•Salesperson’s expense account
•Credit memos
•Warranty cards
Commercial
Secondary
Data
External
Internal
Published
General works
•Directories
•Periodicals
•Statistical sources
•Financial records
•Geodemographicdata
•Diary panel data
•Store audit data
•Scanner data
•Advertisingexposure data
Primary Data
• Research Approach:
• Observation research
using people or machines
– Discovers behavior but
not motivations
• Survey research
- who, what, when, why,
where, how….
• Experimental research
– investigates cause and
effect relationships
– What if….
The gathering of primary data by observing The gathering of primary data by observing
relevant people, actions, and situations. relevant people, actions, and situations.
Ethnographic research: Ethnographic research:
-- Observation in ?natural environment? Observation in ?natural environment?
Mechanical observation: Mechanical observation:
-- People meters People meters
-- Checkout scanners Checkout scanners
Qualitative V Quantitative Research
• Qualitative research
-seeks in-depth, open-
ended and unquantifiable
information describing
opinions, values etc,
rather than sizes and
amounts in numerical
form
• Quantitative research
-seeks structured
responses that can be
quantified in numerical
form rather than general,
open-ended information
Collection methods
• Communication
– Mail questionnaires
– Telephone interviews
– Face-to-face interviews
– Online questionnaires
• Observation + recording
– Personal
– Mechanical …People Meters, Supermarket
Scanners, Galvanometer, Eye Cameras
SURVEY
Choosing the Sample
• Sample – segment of the
population selected to
represent the population
as a whole.
• Requires 3 Decisions:
– Who is to be
surveyed?
• Sampling unit
– How many people
should be surveyed?
• Sample size
– How should the people
in the sample be
chosen?
• Sampling procedure
– Sampling
• Population—all the elements, units, or individuals
of interest to researchers for specific study
• Sample—a limited number of units chosen to
represent the characteristics of a total population
– Types of sampling
– Probability—each element has an known chance for
study
– Random—each element has an equal chance for study
– Stratified—study population divided into like groups
– Nonprobability: element’s likelihood of study is unknown
– Quota: population is grouped and elements are arbitrarily
chosen
3. Implementing the research plan
Collecting and analysing the data
• Pilot research – to test the research approach,
sample, objectives, quality of …..
• Collection
• Coding
• Tabulating
• Calculating, summarizing, analysing
• Interpretation
4. Interpreting and Reporting the
Findings
Prepare the Research Report
• Executive summary
• A description of
research methods
• Discussion of results
• Limitations of study
• Conclusions and
recommendations
Simple questions
• The Sample: Who are you going to ask? The
Method: How are you going to ask them?
• The Questions: What are you going to ask
them?
• The Results: What will you do with the
information?
• The Cost: How much do you want to pay for the
answer?
• The Time Scale: By when do you need the
information?
Types of questionnaire
There are several types of questionnaire
and each is designed to explore different
aspects or elicit different responses. Some
of the more common include also different
type of questions/answers:
• Dichotomous
• Importance
• Multiple choice
• Likert scale
Buying propensity
Rating scale 1 - 5
• Semantic Differential
American Airlines
Large ………………………………...…….Small
Experienced………………….….Inexperienced
Modern……………………….…..Old-fashioned
Thematic Apperception Test - What do you think is
happening in this picture?http://images.google.cz/imgres?imgurl=http://www.training-management.info/market-
research/marketing-cycle.gif&imgrefurl=http://www.training-management.info/market-
research/&h=357&w=476&sz=4&hl=cs&start=39&sig2=H9-sJ1q0i8ueTg-
nvPY26Q&um=1&usg=__XslUdORPA9PekEHHLrUCK9JJZXk=&tbnid=QzhKiubcEx39cM:&tbnh=97&
tbnw=129&ei=BS_SSNyRKYiy0QToyZCYCg&prev=/images%3Fq%3Dmarket%2Bresearch%2Bpictur
es%26start%3D20%26ndsp%3D20%26um%3D1%26hl%3Dcs%26lr%3D%26sa%3DN
• Word Association
• What is the first word that
comes to your mind when
you hear the following?
• Airline
____________________
• American
____________________
• Travel
____________________
Completely unstructured -
opinion
Sentence completion
When I choose an
airline, the most
important
consideration in my
decision is:
_________________
_________________
_________________
________________ .
Story telling empty
balloonshttp://images.google.cz/imgres?imgurl=http://www.marketresearchcareers.com/images/Survey2008AttitudesTowardMR.png&imgrefurl=http://w
ww.marketresearchcareers.com/marketresearchprosurvey2008.aspx&h=350&w=500&sz=11&hl=cs&start=60&sig2=87rBxN55-sOQKjjXOv-
o9Q&um=1&usg=__-
B0F_bQiTKskDlxAwl91yoH2CY8=&tbnid=8637Bc7R3z0YRM:&tbnh=91&tbnw=130&ei=aDPSSNiuFpq80wSs2PSJCg&prev=/images%3Fq%3D
market%2Bresearch%2Bpictures%26start%3D40%26ndsp%3D20%26um%3D1%26hl%3Dcs%26lr%3D%26sa%3DN
Marketing metrics
Marketing metrics is the set of measures that helps
marketers quantify, compare, and interpret marketing
performance.
External
• Awareness
• Market share
• Relative price
• Number of complaints
• Customer satisfaction
• Distribution
• Total number of
customers
• Loyalty
Internal
• Awareness of goals
• Commitment to goals
• Active support
• Resource adequacy
• Staffing levels
• Desire to learn
• Willingness to change
• Freedom to fail
• Autonomy
Customer or stakeholders
performance scorecard/dashboard
Ninety Types of Demand Measurement (6 x 5 x 3)
All sales
Company sales
Product line sales
Product form sales
Product item sales Product item sales
IIndustry sales
Product
level
Territory
Region
country
Customer
World
Space
level
Short run Medium run Long run
Time level
The Measures of Market Demand
Defining the market
• Market = the set of all actual and potential buyers of a product or
service
• Industry = a group of firms which offer a product or a class of
products that are close substitutes for each other
• Potential market = the set of customers who profess some level of
interest in a particular product or service
• Available market = the set of customers who have nterest, income
and access to a particular product or service
• served market = the part of market that the company decides to
pursue (target)
• Penetrated market = the set of customers who have already bought
a particular product or service
• TOTAL MARKET DEMAND Q= n x q x p
number of buyuers in the market
quantity purchased by an average buyer per year
price of an average unit
Forecasting future demands
WHAT PEOPLE SAY?
• Survey of Buyers’ Intentions
• Composite of Sales Force Opinions
• Expert Opinion
WHAT PEOPLE HAVE DONE?
• Past-Sales Analysis
WHAT PEOPLE DO?
• Market-Test Method
doc_592846676.pdf
Are my customers satisfied?, Who are my competitors?, Why isn't my product sold?, Target audience?, How should I set up price for my product?, Where should I sell my product?
Conducting
Marketing Research and
Forecasting Demand
Marketing information system
(intelligence)
What will we learn?
• What is MIS (Marketing information
system)?
• What is marketing research?
• Examples of marketing productivity
measuring
• How to forecast demand?
What managers want to know
and marketing managers have to know?
• Are my customers satisfied?
Who are my competitors?
Why isn’t my product sold?
Target audience?
How should I set up price for my product?
Where should I sell my product?
• …….
From where to get the knowledge?
What is knowledge
Knowledge is made….
Can be very individual
Marketing data and information…
So what is marketing information
system?
Marketing Information System
• An MIS consists of people,
equipment, and procedures
to gather, sort, analyze,
evaluate, and distribute
needed, timely, and
accurate information to
marketing decision makers.
• The MIS helps managers
to:
1. Assess Information Needs
2. Develop Needed Information
3. Distribute Information
FUNCTIONS OF MIS
If something is missing
The Marketing Information System
Who and to whom
what
From where
What is marketing research
• Marketing research is the
systematic and objective
identification, collection,
analysis, dissemination,
and use of information for
the purpose of assisting
management in decision
making related to the
identification and
solutions of problems and
opportunities in marketing
(Naresh Malhotra)
Purposes of Marketing Research
• Identify changes in the existing market
• Build up a knowledge bank
• Improve market awareness & opportunities
• Reduce risk and uncertainty
• Support marketing mix decisions
• Support marketing planning and controls
• Improve understanding of marketing
• Solve ad hoc problems
Short, middle and long term purposes
Outcomes of marketing research
Marketing and Market Research
• Marketing research - is the gathering of information on
all activities of marketing
• Market research - is the gathering of information on a
particular market for a product or service
• Marketing research has a wider scope than market
research
Types of research information
• Market research - information
about the market for a given
product/service
- likely demand
- market characteristics &
trends
- market share
• Promotion research
-effects of advertising on sales
-effectiveness of promotion
methods/media; sales areas
• Product research covers
information about the
proposed/improved product:
-competing products
-customer acceptance
-test marketing of potential
new users
• Price research
- customer perception of
price/quality/value
-profit margin
• Distribution research
-location & design of
distribution centre
-costs of transportation/storage
Why
Research?
• To Avoid ...
• To Reduce ...
• To Obtain ...
• What do you want to
know?
• Why do you want to
know it?
• Specifically, how are
you going to use the
information obtained?
Focus Focus
The marketing research process
Defining the Problem and the Research Objectives
Developing the Research Plan
Implementing the Research Plan –
collecting and analysing the data
Interpreting and Reporting the Findings
1. Defining the problem and research
objective
Management Decision
Problem
• Should a new product be
introduced?
• Should the advertising
campaign be changed?
• Should the price of the
brand be increased?
Marketing Research
Objective:
To determine consumer
preferences and purchase
intentions for the proposed
new product.
To determine the effectiveness
of the current advertising
campaign.
To determine the price elasticity
of demand and the impact on
sales and profits of various
levels of price changes.
3 general types of objectives:
• Exploratory – to gather preliminary information that will
help to better define problems and suggest hypothesis
• Descriptive – to better describe marketing problems,
situations or markets, such as the market potential for a
product or a demographics and attitudes of consumers
• Casual research – to test hypotheses out case and effect
rellationships.
case
• United Airlines, as other major airlines, had to deal with
passenger loyalty (management decision problem: how
to attract more and more loyal passengers). The broad
marketing research problem was to identify the factors
that influence loyalty of airline travelers.
The basic answer is to improve service.
Exploratory research, theoretical framework, and empirical
evidence revealed that the consumers’ choice of an
airline is influenced by: safety, price of the ticket,
frequent-flyer program, convenience of scheduling, and
brand name.
Case
• Secondary data, like the J. D
Power & Associates‚ survey on
"current and future trends in
airline food industry," indicated
that "food service is a major
contributor to customers’
loyalty." This survey also
emphasized the importance of
food brands.
• The airline's Marketrak survey told
United Airlines that "customers
wanted more varied and up-to-
date food.?
• The following research questions
and hypotheses may be posed:
• RQ1 How important is food for
airline customers?
• H1: Food is an important factor for
airline travelers.
• H2: Travelers value branded food.
• H3: Travelers prefer larger food
portions, but with consistent
quality.
• H4: Travelers prefer exotic food.
2. Developing research plan
• What, how, when, who, where?????
• Includes:
– Determining the exact information needed
– Developing a plan for gathering it efficiently
– Deciding the form of the final results presentation
• Outlines:
– Sources of data and information
– Specific research approaches
– Contact methods
– Sampling plans
– Instruments for data collection
Types and surces of data and
information
Using secondary data
• As a backdrop to primary research eg. when
doing basis research in unfamiliar territory
• As a substitute for research - information
already available or in cases where it is not
worth doing primary research
• As a technique in itself – eg. for collecting
historic data on market trends
TYPES OF SECONDARY DATA
Examples
•Sales invoice
•Salesperson’s call reports
•Salesperson’s expense account
•Credit memos
•Warranty cards
Commercial
Secondary
Data
External
Internal
Published
General works
•Directories
•Periodicals
•Statistical sources
•Financial records
•Geodemographicdata
•Diary panel data
•Store audit data
•Scanner data
•Advertisingexposure data
Primary Data
• Research Approach:
• Observation research
using people or machines
– Discovers behavior but
not motivations
• Survey research
- who, what, when, why,
where, how….
• Experimental research
– investigates cause and
effect relationships
– What if….
The gathering of primary data by observing The gathering of primary data by observing
relevant people, actions, and situations. relevant people, actions, and situations.
Ethnographic research: Ethnographic research:
-- Observation in ?natural environment? Observation in ?natural environment?
Mechanical observation: Mechanical observation:
-- People meters People meters
-- Checkout scanners Checkout scanners
Qualitative V Quantitative Research
• Qualitative research
-seeks in-depth, open-
ended and unquantifiable
information describing
opinions, values etc,
rather than sizes and
amounts in numerical
form
• Quantitative research
-seeks structured
responses that can be
quantified in numerical
form rather than general,
open-ended information
Collection methods
• Communication
– Mail questionnaires
– Telephone interviews
– Face-to-face interviews
– Online questionnaires
• Observation + recording
– Personal
– Mechanical …People Meters, Supermarket
Scanners, Galvanometer, Eye Cameras
SURVEY
Choosing the Sample
• Sample – segment of the
population selected to
represent the population
as a whole.
• Requires 3 Decisions:
– Who is to be
surveyed?
• Sampling unit
– How many people
should be surveyed?
• Sample size
– How should the people
in the sample be
chosen?
• Sampling procedure
– Sampling
• Population—all the elements, units, or individuals
of interest to researchers for specific study
• Sample—a limited number of units chosen to
represent the characteristics of a total population
– Types of sampling
– Probability—each element has an known chance for
study
– Random—each element has an equal chance for study
– Stratified—study population divided into like groups
– Nonprobability: element’s likelihood of study is unknown
– Quota: population is grouped and elements are arbitrarily
chosen
3. Implementing the research plan
Collecting and analysing the data
• Pilot research – to test the research approach,
sample, objectives, quality of …..
• Collection
• Coding
• Tabulating
• Calculating, summarizing, analysing
• Interpretation
4. Interpreting and Reporting the
Findings
Prepare the Research Report
• Executive summary
• A description of
research methods
• Discussion of results
• Limitations of study
• Conclusions and
recommendations
Simple questions
• The Sample: Who are you going to ask? The
Method: How are you going to ask them?
• The Questions: What are you going to ask
them?
• The Results: What will you do with the
information?
• The Cost: How much do you want to pay for the
answer?
• The Time Scale: By when do you need the
information?
Types of questionnaire
There are several types of questionnaire
and each is designed to explore different
aspects or elicit different responses. Some
of the more common include also different
type of questions/answers:
• Dichotomous
• Importance
• Multiple choice
• Likert scale
Buying propensity
Rating scale 1 - 5
• Semantic Differential
American Airlines
Large ………………………………...…….Small
Experienced………………….….Inexperienced
Modern……………………….…..Old-fashioned
Thematic Apperception Test - What do you think is
happening in this picture?http://images.google.cz/imgres?imgurl=http://www.training-management.info/market-
research/marketing-cycle.gif&imgrefurl=http://www.training-management.info/market-
research/&h=357&w=476&sz=4&hl=cs&start=39&sig2=H9-sJ1q0i8ueTg-
nvPY26Q&um=1&usg=__XslUdORPA9PekEHHLrUCK9JJZXk=&tbnid=QzhKiubcEx39cM:&tbnh=97&
tbnw=129&ei=BS_SSNyRKYiy0QToyZCYCg&prev=/images%3Fq%3Dmarket%2Bresearch%2Bpictur
es%26start%3D20%26ndsp%3D20%26um%3D1%26hl%3Dcs%26lr%3D%26sa%3DN
• Word Association
• What is the first word that
comes to your mind when
you hear the following?
• Airline
____________________
• American
____________________
• Travel
____________________
Completely unstructured -
opinion
Sentence completion
When I choose an
airline, the most
important
consideration in my
decision is:
_________________
_________________
_________________
________________ .
Story telling empty
balloonshttp://images.google.cz/imgres?imgurl=http://www.marketresearchcareers.com/images/Survey2008AttitudesTowardMR.png&imgrefurl=http://w
ww.marketresearchcareers.com/marketresearchprosurvey2008.aspx&h=350&w=500&sz=11&hl=cs&start=60&sig2=87rBxN55-sOQKjjXOv-
o9Q&um=1&usg=__-
B0F_bQiTKskDlxAwl91yoH2CY8=&tbnid=8637Bc7R3z0YRM:&tbnh=91&tbnw=130&ei=aDPSSNiuFpq80wSs2PSJCg&prev=/images%3Fq%3D
market%2Bresearch%2Bpictures%26start%3D40%26ndsp%3D20%26um%3D1%26hl%3Dcs%26lr%3D%26sa%3DN
Marketing metrics
Marketing metrics is the set of measures that helps
marketers quantify, compare, and interpret marketing
performance.
External
• Awareness
• Market share
• Relative price
• Number of complaints
• Customer satisfaction
• Distribution
• Total number of
customers
• Loyalty
Internal
• Awareness of goals
• Commitment to goals
• Active support
• Resource adequacy
• Staffing levels
• Desire to learn
• Willingness to change
• Freedom to fail
• Autonomy
Customer or stakeholders
performance scorecard/dashboard
Ninety Types of Demand Measurement (6 x 5 x 3)
All sales
Company sales
Product line sales
Product form sales
Product item sales Product item sales
IIndustry sales
Product
level
Territory
Region
country
Customer
World
Space
level
Short run Medium run Long run
Time level
The Measures of Market Demand
Defining the market
• Market = the set of all actual and potential buyers of a product or
service
• Industry = a group of firms which offer a product or a class of
products that are close substitutes for each other
• Potential market = the set of customers who profess some level of
interest in a particular product or service
• Available market = the set of customers who have nterest, income
and access to a particular product or service
• served market = the part of market that the company decides to
pursue (target)
• Penetrated market = the set of customers who have already bought
a particular product or service
• TOTAL MARKET DEMAND Q= n x q x p
number of buyuers in the market
quantity purchased by an average buyer per year
price of an average unit
Forecasting future demands
WHAT PEOPLE SAY?
• Survey of Buyers’ Intentions
• Composite of Sales Force Opinions
• Expert Opinion
WHAT PEOPLE HAVE DONE?
• Past-Sales Analysis
WHAT PEOPLE DO?
• Market-Test Method
doc_592846676.pdf