On the basis of an extensive study of managers across a wide
range of business types and six different functional affiliations,
we draw the following conclusions:
1. Marketing is best viewed as the function that manages connections
between the organization and the customer.
The primary connections may be viewed as the customer–product,
the customer service delivery, and the customer–financial
accountability connections.
2. The extent to which the marketing function manages these
connections contributes to financial performance, customer
relationship performance, and new product performance, beyond the impact of an organization wide marketing orientation.
3. The marketing function can improve its contribution to the firm by expanding its scope beyond the traditional customer product
connection to include more emphasis on
service delivery and financial accountability.
Marketing education also should be expanded to include this new focus.
On the basis of an extensive study of managers across a wide
range of business types and six different functional affiliations,
we draw the following conclusions:
1. Marketing is best viewed as the function that manages connections
between the organization and the customer.
The primary connections may be viewed as the customer–product,
the customer service delivery, and the customer–financial
accountability connections.
2. The extent to which the marketing function manages these
connections contributes to financial performance, customer
relationship performance, and new product performance, beyond the impact of an organization wide marketing orientation.
3. The marketing function can improve its contribution to the firm by expanding its scope beyond the traditional customer product
connection to include more emphasis on
service delivery and financial accountability.
Marketing education also should be expanded to include this new focus.
การแปล กรุณารอสักครู่..
