Services Marketing Planning and Management

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Course Description PDF

Course Focus

Often times services marketing is regarded in terms of outcomes, but services marketing is also an ongoing analytic process. In this course, you will learn how to properly analyze frameworks, tools, channels, data sets, customer behavioral data, decision-making factors, and strategies that support broader marketing decisions.

Authored by Professor Robert Kwortnik, this course will teach you how to review the way marketing works in your organization and how to create and apply a services marketing process.

Who should take this course?

This course is appropriate for services marketing and operations professionals; industry professionals interested in analyzing services marketing data to make strategic decisions; services marketing managers and professionals who interact directly and communicate with customers; and product marketing professionals transitioning into a marketing role in service-centric firms.

Key Benefits

Participants who complete this course will be able to...

  • Assess the role of marketing in your organization and determine where you’d like to go
  • Explain how your organization might succeed or fail in the marketplace
  • Identify how your organization can best counter external challenges and overcome internal ones
  • Focus on the customer experience as the core of the service brand

Topics Include

Module 1: Assessing the Role of Marketing in Your Organization

  • What Does Marketing Do for an Organization?
  • What is Marketing?
  • Marketing's Broad Goals and Challenges

Module 2: Determining How Your Organization Uses the Service Market Process

  • Three Questions to Kick-Start the Marketing Process
  • What is the "Marketing Concept"?
  • A Services Marketing Process Framework

Module 3: Explaining How Your Organization Succeeds in the Marketplace

  • What We Talk About When We Talk About Markets and Products
  • Exploring the Difference Between a Customer's Needs, Wants, and Demands
  • What is Customer Value in the Context of Services Marketing?
  • Exploring the Exchange that Occurs Between Customers and Your Company
  • Defining Customer Satisfaction and Loyalty
  • Explaining How Your Organization Succeeds in the Marketplace

Module 4: Assessing How Your Organization Counters the Dimensions of Services

  • Services Marketing vs. Goods Marketing
  • The Dimensions of Services
  • The Tangibility Spectrum
  • Countering Intangibility
  • Countering Inseparability
  • Countering Heterogeneity
  • Countering Perishability

Module 5: Focusing on the Customer’s Experience

  • The Service Experience
  • Aligning Your Organization Around the Experience
  • A Systems View of the Service Experience
  • The Customer's Experience
  • How Technology is Reshaping the Service Production System
  • Technology with Biggest Impact on Marketing

Module 6: Cultivating a “Marketing as Investment” Perspective

  • Is Marketing Viewed as a Cost or an Investment?
  • Keys to Successful Marketing Planning
  • Marketing in Action: A Marketing Plan Template
  • Planning Pitfalls
  • Services Marketing Action Plan

Faculty

Course Cost US$769
Hours to Complete Course: 6
CEUS earned 0.6
This course is part of one or more online certificates:

Please choose from the following course start dates:

10 October 2018
07 November 2018
05 December 2018
02 January 2019
16 January 2019
30 January 2019
13 February 2019
27 February 2019
13 March 2019
27 March 2019
10 April 2019
24 April 2019
08 May 2019
22 May 2019
05 June 2019
19 June 2019
03 July 2019
17 July 2019
31 July 2019
14 August 2019
28 August 2019
11 September 2019
25 September 2019
09 October 2019
23 October 2019
06 November 2019
20 November 2019
04 December 2019
18 December 2019
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