Marketing Management,10e: Changes

List of Changes

Major Changes

Chapter 1
Marketing in the Twenty-first Century
New title, new focus: Marketing in the Twenty-first Century. Significantly streamlined and reorganized to focus on 4 overview topics: Marketing Tasks, Marketing Concepts and Tools, Orientations toward the Marketplace, and How Business and Marketing are Changing.
Detailed material on meeting customer needs has been incorporated into Chapter 2.

Boxes

New Mktg Insight: Scholars and Dollars: Marketing and Selling Comes to College

Marketing Memo: Marketer FAQs

Marketing Memo: Reasons to Embrace the Marketing Concept

NEW Marketing for the Millennium: E-Commerce: The Kitty Hawk Era

Minicase Examples

Dexter Corporation

Texas Instruments

WebTV (new)

Estee Lauder (updated)

Perdue Chicken Farms (updated)

Ben & Jerry's (updated)

The Body Shop (updated)
Chapter 2
Building Customer Satisfaction through Quality, Service, and Value
Chapter reorganized to cover all customer satisfaction/retention topics with material from Chapter 1 on meeting customer needs and from Chapter 3 on high-performance businesses

Boxes

New Mktg Insight: Customer Configured: How Dell Computer Corp Clicks with Customers

Marketing Memo: Why Do You Exist and What Do You Stand For?

Marketing Memo: Asking Questions When Customers Leave

NEW Marketing for the Millennium: From Telephone to Teleweb: How the New Call Centers Keep Customers Coming

Minicase Examples

Saturn

Canadian Pacific Hotels (new)

Ikea (new)

San Diego Zoo

Telepizza S.A. (new)

Topsy Tail

Swatch (new)

Microsoft

Volkswagen (new)

Novell and Word Perfect (new)

Harley-Davidson (new)

Bailey Controls

Taco Bell

Betz Laboratories

Tom Peters

Lexus (new)

Indus International (new)
Chapter 3
Winning Markets: Market-Oriented Strategic Planning
Final section on the Marketing Plan has been reorganized to separate out the example, the hypothetical company Sonic, which is used as the basis for the end-of-chapter exercise linked to the Marketing Plan Pro software. This exercise appears from this chapter through Chapter 22.
Boxes

NEW Marketing Insight Sara Lee: From Manufacturer to Nimble Marketer

Marketing Memo Checklist for Strengths, Weaknesses Analysis

NEW Marketing for the Millennium: The Strategic Alliance Boom

Minicase Examples

Rubbermaid (NEW)

Motorola

Honeywell

EdS, Computer Sciences Corp.

Lotus (NEW)
Chapter 4
Gathering Information and Measuring Market Demand
Section on databases has been revised and expanded; includes new Millennium box and new Marketing Memo

Boxes

Marketing Insight: Marketing Researchers Challenge Conventional Wisdom
NEW Marketing Memo: Secondary Sources of Data Online
NEW Marketing for the Millennium: Companies Turn to Data Warehousing and Data Mining: Exercise Care

Minicase Examples

Ascom Timeplex, Inc.

Alliance Health Care

Montgomery Security (new)

Parker Hannifin Corporation

Procter & Gamble

Hewlett-Packard

WP Studio (new)

Target Stores (new)

AcuPOLL (update)
Chapter 5
Scanning the Marketing Environment
Sections on Demographic and Economic Environments are updated and expanded to cover new topics such as nontraditional household markets; new generational differences;

geographical shifts such as the rural rebound. Almost all minicase examples have been replaced, and many have been added.

Boxes

UPDATE Marketing Insight: Faith Popcorn Points to 16 Trends in the Economy

NEW Marketing Memo: Tapping into the Net Generation

NEW Marketing for the Millennium: A New Guard of Green Cleaners Vies for Concerned Customers

Minicase Examples

Mattel & Barbie (new)

Cashing Out (rural rebound) (new)

Simplex Knowledge, White Plains NY (new)

Kinko's Copy Centers (new)

Shops at Somerset Square, Glastonbury CT (new)

The Gap (new)

Colgate-Palmolive (new)

The Walt Disney Company (new)

Miller Brewing Company (new)

The NBA (new)

Diesel Jeans (new)

Wellman (recycling) (new)

Sears

America Online, Inc. (ethics) (new)

American Express Financial Advisors, Inc. (gay market) (new)

John Hancock Mutual Life Insurance Company (new)

1-800-777-CLUB, Inc. (ethnic) (new)
Chapter 6
Analyzing Consumer Markets and Buyer Behavior
This chapter has been updated and expanded: Beliefs and Attitudes section has added global material; Social Factors section has been updated and expanded to reflect changes in US society, such as women in the workforce; women's greater purchasing power; buying power and influence of teens and children. Psychographics section has been redone and updated, with a new Millennium box. At the same time, the chapter has been streamlined: Stages of the Buying Decision Process is now a straightforward, clear, briefer presentation.
Boxes

UPDATED Marketing Insight: Marketing to Latinos, African-Americans, and Seniors

NEW Marketing Memo: What Every Marketer Needs to Know: Internet Ethics for Kids

NEW Marketing for the Millennium: Are You a Mouse Potato or a Techno-Striver? New Research Focuses on What Makes Technology Buyers Click

Minicase Examples

Bible Bread (new)

South African Wineries

Whirlpool Corp (new)

California Raisins

Levi Strauss (new)

National Fluid Milk Processors Education Program (new)

Cadillac (new)

Avon

General Motors (new)

Disney Online (new)
Chapter 7
Analyzing Business Markets and Business Buying Behavior
Streamlined and updated with more material on changing relationships between buyer and supplier; partnerships; electronic aids. Added material on Internet purchasing,
including Millennium box; more on supplier selection.

Boxes

NEW Marketing Insight: Just In Time (JIT): The Next Level of Customer-Supplier
Partnerships

NEW Marketing Memo: Methods of Assessing Customer Value

NEW Marketing for the Millennium: The Business-to-Business Cyberbuying Bazaar

Minicase Examples

Motoman Inc. and Stillwater Technologies (new)

Cisco Systems, Inc. (new)

Blue Shield of California (new)

Advanced Travel Management (new)

Cutler-Hammer (new)

Lincoln Electric

Japan and Indonesia

Knoxville News-Sentinel

New YorkDaily News (new)

Pioneer HiBred (new)

GC Electronics (new)

Worldwide Internet Solutions Network Inc. (new)

Allegiance Healthcare (new)

Campbell Soup Company

Cabletron Systems Inc. (new)

Xerox

ADI Technology

Hewlett-Packard (new)

Gateway 2000 Inc. (new)
Chapter 8
Dealing with the Competition
This is a new chapter, a combination of old chapters 8 (Analyzing Industries and Competitors) and 13 (Designing Market Strategies for Market Leaders, Challengers, Followers, and Nichers) into a streamlined, integrated discussion of how to deal with various competitive situations.

New Contents:

IDENTIFYING COMPETITORS
ANALYZING COMPETITORS
DESIGNING THE COMPETITIVE INTELLIGENCE SYSTEM
DESIGNING COMPETITIVE STRATEGIES
BALANCING CUSTOMER AND COMPETITOR ORIENTATIONS

Boxes

Marketing Insight: How Benchmarking Helps Improve Competitive Performance

Marketing Insight: Strategies for Entering Markets Held by Incumbent Firms

Marketing Memo: Outsmarting the Competition with Guerrilla Marketing Research

Marketing Memo: The Spoils of War

NEW Marketing for the Millennium: Displaced but not Discouraged: What happens When E-Commerce Edges Out the Middleman

Minicase Examples

Encyclopedia Britannica (new)

Microsoft (new)

Charles Schwab (in Mill box) (new)

Sun Microsystems, Inc. (new)

Palm Pilot (new)

Coca-Cola Co (new)

Pepsico

The Princeton Review

The Forklift Industry

S&S Cycle (new)

IBM and Cray

Logitech International

Johnson & Johnson

Tecnol Medical Products

Michelin Tire Company (French)

The Beer Industry

Gillette (new)

Illinois Tool Works

Kodak and Fuji

Alberto Culver Co (new)

International Gaming Technology (new)

Nike

Johnson & Johnson (new)

Minnetonka

Starbucks Coffee (new)

Heinz & Hunt's

Wal-Mart (new)

McDonald's (new)
Chapter 9
Identifying Market Segments and Selecting Target Markets
Updated with more material on uses of Web, mass customization, lots of examples

Boxes

NEW Marketing Memo: Tapping into Core Values Around the Globe

NEW Marketing Insight: Hidden Champions; German Mid-size Companies Grow Prosperous Through Niching

NEW Marketing for the Millennium: A Segment of One: Mass Customization Comes of Age

Minicase Examples

Ramada

iVillage.com (new)

Estee Lauder (new)

Oldsmobile

Progressive Corp

Kroger Co (new)

Ostrichesonline.com (new)

Repp's Big & Tall Stores (new)

Mesomorphosis.com (new)

Paging Network, Inc.

Andersen Windows (new)

IBM (new)

Mattel (new)

American Drug

Custom Foot (new)

Pepsico

Levi's (new)

Baxter

Cductive (new)

Chase Bank

Paris Miki (new)

ChemStation (new)

Ross/Flex (new)

Blockbuster Entertainment (new)

Eastman Kodak (new)
Chapter 10
Positioning the Market Offering through the Product Life Cycle
This is a new chapter, a combination of old Chapters 10 (Differentiating and Positioning the Market Offering) and 12 (Managing Life Cycle Strategies). Chapter 12's extended section on the product life cycle has been considerably condensed and streamlined; the focus now is on positioning. Many more minicases.

New Contents

HOW TO DIFFERENTIATE

DIFFERENTIATION TOOLS
DEVELOPING AND COMMUNICATING A POSITIONING STRATEGY
PRODUCT LIFE CYCLE MARKETING STRATEGIES
MARKET EVOLUTION
Boxes

UPDATE Marketing Insight: Airlines Show They Aren't Commodities as They Jockey for Position

Marketing Memo: Breaking through the Mature-Product Syndrome

NEW Marketing for the Millennium: Monsanto: From Old Line Chemicals to Cutting-Edge "Life Sciences"

Minicase Examples

Virgin Atlantic (update)

Valley View Center Mall

Southwest Airlines (update)

Canon (printers) (new)

Midwest Express Airlines (new)

The Orvis Company (new)

Schlitz (new)

Iams Pet Food (new)

Cisco Systems Inc. (new)

Nike and Airwalk (new)

Arizona Iced Tea (new)

Swatch (updated)

Apple Computers (iMac) (new)

Home Depot

Black and Decker (Snakelight) (new)

Beanie Babies (new)

Peapod, Streamline, NetGrocer, Cybermeals (new)

Trivial Pursuit (updated)

Atlantic Group Furniture Procurement

Yahoo! (new)

Project Management (new)

Hush Puppies (new)

Compaq Computer (new)

Coca-Cola

Milliken and Company

Vlasic Foods International (new)

Rite Aid Corp (new)

Procter&Gamble

Pitney-Bowes (new)

Tandem Computers (new)

Coleco, Hasbro, Cabbage Patch Kids
Chapter 11
Developing New Products
Updates, new boxes, and more examples

Boxes

NEW Marketing Insight: Mr Failure's Lessons for Sweet Success: Robert McMath's New Product Showcase and Learning Center

NEW Marketing Insight: New Product Development Not Just for Engineers: the Wisdom of Cross-Functional Teams

NEW Marketing Memo: 10 Ways to Great New-Product Ideas

NEW Marketing for the Millennium: Developing Products on Internet Time: The Story of Netscape's Navigator

Minicase examples

R.J. Reynolds (new)
3M
National Semiconductor (new)
Boeing (new)
Shaw Industries
Apple Computer
Gillette

Corelle Dinnerware (new)

Nabisco Foods Co. (new)

Sony Pictures Entertainment (Godzilla) (new)

Iridium Inc. (new)

Apple Computer (iMac) (new)

CD-ROMs (new)

Channel One and K-III Communications (new)
Chapter 12
Designing and Managing Global Marketing Strategies
This was Chapter 14 in the previous edition: Has been updated, with more examples, plus a new text section on Regional Free Trade Zones (European Union, Nafta, MERCOSUR, Pacific Rim)

Boxes

NEW Millennium box: WWW.TheWorldIsYourOyster.com: The Ins and Outs of
Global E-Commerce

NEW Marketing Memo: Making Your Web Site Worldwide and Worldly Wise

UPDATED Marketing Insight: Global Standardization or Adaptation?

NEW Table 12.3 Going Online for Exporting Help

Minicase Examples

The NBA (new)
Borders Books and Music (new)

Tyco Toys, Inc.
Hoffman-LaRoche
Amway (updated, expanded)

Minolta

Johnnie Walker (new)

General Electric Co. (new)

Great American Backrub, Inc. (new)

Praxair, Inc. (new)

Bechtel, Corp. (new)

IBM

University Games (new)

ABB

KFC Corp (new)

CPC Internationale (new)

Hyatt Hotels
Chapter 13
Managing Product Lines and Brands
Streamlined; more minicases, updates
Boxes

NEW Millennium box: The Elusive Goal of Branding on the World Wide Web
NEW Marketing Memo: Rx for Brand Awareness: Nine Brand Strengtheners

NEW Marketing Insight: From Harley Davidson Armchairs to Coca-Cola Fishing Lures: The Rise of Corporate Branding

Minicase Examples

A&E Entertainment Network (new)
Cendant Corp. (new)
Snapple Beverage Corp. (new)
Loblaw America Online Inc. (new)

Sun Microsystems, Inc. (new)

Nabisco

Virgin Group (new)

Hyatt and Marriott

Seven-Up (new)

Planter Lifesavers Co. (new)

Tetra Pak (new)
Chapter 14
Managing Service Businesses and Product Support Services
Streamlining, updates, and more minicase examples

Boxes:

NEW Millennium Box: The Technologies of Customer Empowerment

Marketing Insight: Selling Services for Profit

Marketing Memo: Exceeding Customers' Highest Hopes: A Service Marketing Checklist

UPDATED Marketing Insight: Offering Guarantees to Promote Sales

Minicases:

Manhattan's StockObjects & Virtual Growth Inc. (new)

Dun & Bradstreet (new)

The Horn Group (new)
ISS International Service System AS (new)

Club Med (updated, refocused)

USPS (updated)

Radford IL Community Hospital

Charles Schwab (updated)

Aramark (new)

Kaiser-Permanente (new)

American Airlines, Inc. (new)

Progressive Insurance (new)

American Express (new)

United Parcel Service

Hyatt Hotels (new)

Safeway Stores, Inc. (new)

San Diego Medical Center

Cisco Systems (new)
Chapter 15
Designing Pricing Strategies and Programs
Streamlined; updates (new forces affecting pricing; new example-New York subway-- to illustrate price elasticity) ; pricing on the Internet (box); expanded section on Discriminatory Pricing
Boxes:

NEW Marketing Insight: Power Pricers: How Smart Companies Use Price to Achieve Business Strategies

NEW Marketing Memo: Commandments of Discounting

NEW Marketing for the Millennium: Digital Discrimination: How the Internet is Revolutionizing Pricing

Minicases:

Intel (new)

Maytag (new)

Green Mountain Power (new)

Generic Drugs markup (new)

Monorail Computer Corp. (new)

Microsoft (new)

Intel (new)

Kellogg (new)

Heublein
Chapter 16
Managing Marketing Channels
Streamlined and updated.
Boxes:

NEW Marketing Insight: Jeans by Any Other Name...Brand, or Label

NEW Marketing for the Millennium: How Car Max is Transforming the Auto Business

Marketing Memo: Strategies to Maintain Market Power

Minicase Examples

Chiodo Candy Co.
Nike (new)
Epson
Brewski Brewing Company (new)
Navistar (new)

H&R Block & GEICO (update)

Sara Lee Intimates & Wal-Mart (new)

Parker-Hannifin (new)

Steihl (new)
Chapter 17
Managing Retailing, Wholesaling, and Market Logistics
Streamlined and updated.

Boxes

UPDATED Marketing Insight: Franchise Fever
NEW Marketing for the Millennium: Warner Bros. Studio Stores: Licensed to Make Money
Marketing Memo: Strategies of High-Performance Wholesaler-Distributors

Minicase Examples

Wal-Mart (updated)

The Limited (updated)

General Electric

Casual Dining (new)

Mall of America (updated)

Barnes & Noble (new)

McKesson

Supervalu (new)

Cutter & Buck (new)

Mossimo (new)

Sara Lee (updated)

Tesco

Darigold (new)

Sears (new)
Chapter 18
Managing Integrated Marketing Communications
Streamlined; heading scheme rehabbed; updated

Boxes

REVISED/EXPANDED Marketing for the Millennium: Challenges in Global Advertising and Promotion
UPDATED/REVISED Marketing Memo: How to Develop Word of Mouth Referral Sources to Build Business

UPDATED Marketing Insight: How Do Companies Set and Allocate Their Marketing Communications Budgets?

Marketing Memo: Checklist for Integrating Marketing Communications

Minicase Examples

Hush Puppies (new)

Joe Boxer (new)

FedEx (new)

Best Friends Pet Care (new)

Warner-Wellcome

Duke Power
Chapter 19
Managing Advertising, Sales Promotion, Public Relations
Streamlined and updated.

Boxes

UPDATED Marketing Insight: Celebrity Endorsements as Strategy

NEW Marketing for the Millennium: Advertising on the Web: Companies Grab the Brass Ring

NEW Marketing Memo: Sales Promotions as Brand Builders

Minicase examples

Taco Bell (new)

Alka Seltzer (update)

the March of Dimes

Absolut Vodka

Pillsbury

Rogaine (new)

Ethical Funds (new)

Anheuser-Busch

Pizza Hut

DuPont

Intel and the Pentium Chip

Microsoft and Windows 95

Wine Growers of California

9-Lives Cat Food
Chapter 20
Managing the Sales Force
Streamlined and updated.

Boxes

UPDATED Marketing Insight: Major Account Management: What It Is and How It Works

NEW Marketing for the Millennium: Automation for the Personal Touch

Marketing Memo: The Principled Negotiation Approach to Bargaining

Marketing Insight: When-and How-to Use Relationship Marketing

Minicase examples

Tiffany (new)

Marriott Lodging (new)

IBM

Coca-Cola Amatil

Concentra Corporation (new)

Okidata (new)

Creative Staffing

John Deere

Johnson & Johnson (new)
Chapter 21
Direct and Online Marketing
Chapter heavily revised to expand coverage of "electronic business": Electronic Data Interchange, the use of fax and e-mail to conduct transactions, the use of ATMs and smart cards, and the use of the Internet and online services. Expanded material on e-commerce, the online consumer, the advantages/disadvantages of online marketing, methods of conducting online marketing, the promise and challenges of online marketing,

Boxes

Marketing Insight: The "Maximarketing" Model for Integrated Marketing

NEW Marketing Memo: When Your Customer Is a Committee...

NEW Marketing for the Millennium: "Click here if you want to hear our promotional pitch:" Rewriting the rules of d-mail with e-mail

Minicase examples

US West (new)

Fingerhut (new)

Mars Streamline, Inc. (new)

WFYI-TV (new)

Land's End (new)

Eddie Bauer, Inc. (new)

Edmunds (www.edmunds.com) (new)

Homeowner (www.homeowner.com) (new)

Calyx and Corolla (C&C) (new)

Virtual Vineyards (www.virtualvin.com) (new)

Clinique (www.clinique.com) (new)

Garden (www.garden.com) (new)

Medical EquipNet (new)

MySimon (www.mysimon.com) (new)

Priceline (www.priceline.com) (new)

Lifeshopper (www.lifeshopper.com) (new)
Chapter 22
Managing the Total Marketing Effort
Streamlined and updated.

Boxes

NEW Marketing Insight: Sports Analogies for the Marketing Organization

Marketing Memo: Audit: Characteristics of Company Departments that are Truly Customer Driven

Marketing Memo: Marketing Effectiveness Review Instrument

NEW Marketing for the Millennium: Marketing Fair Labor Practices

Minicase examples

Campbell's Soup

Citibank

General Motors (new)

Kraft General Foods

DuPont

Merck (new)

Alvin Ailey (new)

Hewlett-Packard (new)

Working Assets (new)