MARKETINGANDBDPARTICIPANTNOTES市场营销与业务拓展培训手册

1、service group manager development program 业务部门经理业务部门经理 发展计划发展计划 marketing and business development participants notes 市场营销与业务拓展市场营销与业务拓展 培训手册培训手册 service group manager业务部门经理业务部门经理 development program 发展计划 marketing and business development - participants notes v1_october_20092 contents 目录目录 1. welco

2、me 欢迎词欢迎词 2. marketing and business development overview 市场营销与业务拓展总体介绍市场营销与业务拓展总体介绍 marketing and business development at ghd ghd 的市场营销和与业务拓展 client and industry feedback and influence 客户及行业反馈和影响 accomplish more together 一起赢得更多 3. marketing and business development tools and resources 市场营销与业务拓展工具及资源

3、市场营销与业务拓展工具及资源 4. marketing and business development plans 市场营销与业务拓展计划市场营销与业务拓展计划 service group marketing and business development internal focus plans 业务部门内部市场营销与业务拓展的发展计划 service group marketing and business development external focus plans 业务部门外部市场营销与业务拓展的发展计划 ghd pty ltd 2009 this document is an

4、d shall remain the property of ghd pty ltd. the document may only be used for the purposes for which it was commissioned and in accordance with the terms of engagement for the commission. unauthorised use of this document in any form whatsoever is prohibited. service group manager业务部门经理业务部门经理 develo

5、pment program 发展计划 marketing and business development - participants notes v1_october_20093 1. welcome 欢迎词欢迎词 welcome to the sgm marketing and business development section. 欢迎来到 sgm 业务部门经理市场营销与业务拓展培训 the objective of this session is to gain essential marketing and business development awareness in y

6、our role as an sgm. 这次培训的目的是您作为业务部门经理在争取基本的市场和业务拓展方面的职责 areas of focus: 重点 the role of marketing and business development in ghd 在 ghd 市场营销与业务拓展的职责 client feedback and influence on our interactions 在我们的交互作用下客户的反馈和影响 accomplish more together realising a client centred culture 一起赢得更多明白以客户为中心的文化 market

7、ing and business development tools and resources 市场营销和业务拓展的工具和资源 looking at your internal and external marketing and business development activities 关注内部和外部市场和业务拓展活动 marketing activity suggestions and guidelines matrix 市场活动的建议和指导 learning outcomes 学习成果学习成果 by the end of this session participants can

8、: 在培训的最后参与者能够： understand how the marketing and business development activities and expectations influence ghd and their service group. 明白怎样开展市场营销和业务拓展活动以及对 ghd 和他们的业务部门所期望的影响 contact the appropriate people to assist in their marketing and business development plans and outcomes. 联系适合的人帮助他们实现市场营销和业务

9、拓展的计划和成果 incorporate a client centred approach to their service groups marketing and business development activities. 贯彻以客户为中心的文化作为市场营销和业务拓展活动的途径 access and utilise (appropriately) the available marketing and business development tools and resources 利用可以有效利用的市场和业务拓展工具和资源 develop targeted marketing a

10、nd business development plans for both internal and external clients and prospects. 发展目标市场和内部及外部潜在客户的业务拓展计划 service group manager业务部门经理业务部门经理 development program 发展计划 marketing and business development - participants notes v1_october_20094 2. marketing and business development overview 市场营销和业务拓展总体介绍

11、 the marketing and business development team (business services) as of 22.10.2009 2009 年 10 月 22 日的市场营销和业务拓展团队 （业务服务） when have you interacted with or sort assistance from the marketing and business development (business services) team? if not, give an example of when you might engage this team. 你在什

12、么时候参与过或得到过市场营销与业务拓展团队（业务服务）的帮助？如果没有，请举 例说明何时你可能参与这个团队。 service group manager业务部门经理业务部门经理 development program 发展计划 marketing and business development - participants notes v1_october_20095 what is marketing? 什么是市场营销？什么是市场营销？ marketing is perceived by lots of business people to mean simply communicatio

13、ns, promotions and advertising. this is a myth. 市场营销是被商界人士认为意味着简单的通信，促销和广告。这是一个荒谬的说法。 marketing covers everything from company positioning and strategy development, through market research, new business/product development, advertising and promotion, pr (public/press relations), and arguably all of

14、the sales (or business development) functions as well. essentially, it is the process by which a company decides what it will sell, to whom, when and how, and then does it. 市场营销覆盖了公司从定位到战略发展每个领域。通过市场研究，包括新业务/产品开发，广告 和促销策略，公关（公共/媒体关系），甚至所有的销售（或业务发展），以及所有的活动。从 本质上讲，市场营销是一个过程，公司决定将要出售什么，向谁，何时和如何销售，然 后去

15、营销。 marketing is an organisational function and a set of processes for creating, communicating and delivering value to customers and for managing customer relationships in ways that benefit the organisation and its stakeholders. it is the process of organising and directing all the company activitie

16、s which relate to assessing market demand and converting the customers buying power into an effective demand for a service and bringing that service to the customer. 市场营销是一种组织作用和一系列过程，用于创建，沟通和为客户传递有价值的信息，用适当 的方式管理和客户的关系，有利于利益相关者的组织和客户关系集合。市场营销是一个组织和 指导公司的所有活动的过程，涉及到评估市场的需求，将客户购买力转换成服务的有效需求并 将这一服务提供给

17、客户的过程。 it is important to remember that marketing is concerned with anticipating the customers future needs and wants. this can take considerable time, effort and experience to develop a key understanding of general and niche markets in which one operates. 重要的是要记住市场营销要关注客户的需求，预测客户未来需求和想法。这是需要相当长的时 间

18、，精力和经验去拓展一般市场和特殊市场的重要做法。 a key to professional services marketing is customer relationship management (crm). customer relationship management is the establishment, development, maintenance and optimisation of long-term, mutually valuable relationships between consumers and organisations. 市场营销专业服务的关键

19、是客户关系管理（crm）。客户关系管理，包括建立，发展，和维持， 优化消费者和组织之间的相互关系。 service group manager业务部门经理业务部门经理 development program 发展计划 marketing and business development - participants notes v1_october_20096 the key to the definition is long-term, mutually valuable relationship. this is based upon a definition of marketing t

20、hat considers marketing as a mutually satisfying system of exchanges (for example baker 2002). so crm is the building and maintenance of long-term customer relationships. the relationship delivers value to customers, and profits to companies. the relationship is supported (but not driven) by it syst

21、ems. the business strategy is based upon the creation, retention and extension of products, services, solutions or experiences to customers. this is the core of crm. the philosophy of marketing needs to be owned by everyone from within the organisation 定义长期和有价值的互利关系的关键是基于市场营销的定义，认为作为一种交流（例如 baker 20

22、02）双方都满意的系统营销。因此，crm 是建立和维系长期的客户关系。这种关系为客户 提供价值，同时也为公司赢得利润。这种关系由 it 系统所支持的（但不是被驱动的）。市场策 略的策略是基于创建，保持和扩展产品，服务，解决方案或客户经验。这是 crm 的核心。组 织中的每一个人都必须遵循市场营销的理念。 what you do with your billable time determines your income this year. but what you do with your marketing is an investment in your future income. m

23、aking good marketing investments across multiple time scales must be related to your intended result. a commitment to actioning a marketing plan that delivers results is much more important than a good marketing strategy. 你在你可以计费的时间里做了什么决定了你的年收入。但是你在市场营销中做了什么是对你未 来收入的投资。好的市场营销投资会与你的预期结果相符。 承诺实施一个好的营

24、销计划达到的结果远比一个好的营销策略来得重要。 service group manager业务部门经理业务部门经理 development program 发展计划 marketing and business development - participants notes v1_october_20097 what is business development and marketing? 什么是业务拓展与市场营销？什么是业务拓展与市场营销？ marketing is essentially a one-to-many process, to build brand awareness

25、in the minds of the target market. 营销本质上是一个一到多的过程，建立在目标市场的品牌营销本质上是一个一到多的过程，建立在目标市场的品牌意识意识 marketing is everyones responsibility. 市场营销师每个人的职责。 marketing means solving clients problems profitably. 市场营销意味着更有效的解决客户的问题。 ghds reputation is derived from our performance. ghd 的声誉来自于我们的业绩 as a professional se

26、rvices firm, ghds reputation is invariably derived from the performance of our most recent work completed. products, such as cars, are tangible and easy to understand. services are less tangible and can be harder to measure. 作为一个专业服务公司，ghd 的声誉总是来自我们的业绩和我们最近完成的工作。产品，例如 汽车，是有形的，易于理解。服务不像有形的事物那样，是相对难以衡

27、量的。 we must, however: measure our performance against client expectations define the value or benefit to the client when marketing ghds services 但是，我们必须： 根据客户的期望衡量和满意度我们的业绩 营销 ghd 的服务时定义对客户具有价值或利益的服务 business development (bd) is a one-to-few, or even one-to-one, process to further an opportunity in

28、the sales cycle. business development involves the activity of working closely for organisations that have the potential, capability and likelihood to acquire services from ghd. 业务业务拓展拓展（bd）是一到几个，）是一到几个，或者或者一一到到一一的的过程，在销售周期过程，在销售周期内进一步发展内进一步发展机会机会的过程的过程。业务。业务 拓拓展涉及为展涉及为 ghd 赢得潜在的，有能力的和可能性的服务的一切活动。赢得

29、潜在的，有能力的和可能性的服务的一切活动。 the level of effort we put into a client relationship equates to the level of engagement that we have with that client. for example, if we simply submit a proposal for a project when invited to with little or no other client relationship building activity then, if successful, w

30、e are engaged as service providers at an operational level. the objective for actively developing selected strategic clients is for ghd to become a trusted advisor at a strategic level as well as continuing to deliver at an operational level. we have to be successful at each of these levels and be f

31、lexible in our approach when marketing our technical knowledge and service offering. 我们在客户关系方面所做的努力等同于 例如，如果我们简单地提交一份建议书或者一个项目技术书几乎没有其他有关客户的建设活动， 然后如果成功的话，我们作为服务提供商在业务层面从事项目的建议。积极的发展目标客户使 得 ghd 成为一个值得信赖的顾问在战略目标上和持续发展业务水平同样重要。我们必须灵活的 运用我们的技术知识和提供的服务赢得成功。 service group manager业务部门经理业务部门经理 development

32、program 发展计划 marketing and business development - participants notes v1_october_20098 marketing strategy 市场营销战略市场营销战略 a marketing strategy is a process that can allow an organisation to concentrate its limited resources on the greatest opportunities to increase sales and achieve a sustainable compet

33、itive advantage. 一个市场营销策略是一个过程，可以让一个组织把注意力和有限的资源集中和最大化的机会， 以增加销售和实现可持续发展的竞争优势。 a marketing strategy is most effective when it is an integral component of corporate strategy, defining how the organisation will successfully engage customers, prospects, and competitors in a market/markets. 一个最有效的市场营销策略

34、是当它是企业战略的一个内部组成部分，确定该组织如何在市场中 成功地影响消费者，潜在客户和竞争对手。 as a service group manager, what do i need to know? 作为业务部门经理，我应该知道什么？ all professionals need to embrace marketing as a philosophy and as a way of doing business in order to maintain a competitive advantage in this rapidly evolving global business env

35、ironment. 所有业务人员需要参与市场营销，作为做业务的一部分为了在这一迅速发展的全球营商环境 下保持竞争优势。 professional services can no longer continue to believe that their services will market themselves. competition is always increasing and consumers have become more sophisticated. obtaining clients by chance no longer works. 专业业务服务人员不能持续认为他们

36、的服务会为他们赢得足够的市场机会。竞争总是不断增 加，消费者已变得更加复杂。依靠偶然的机会获得客户已经不太可能。 profitability is not a dirty word and in order to survive and to prosper, the professional services provider needs to accept marketing as part of our practise philosophy. 盈利能力并非一个肮脏的词汇，为了生存和发展，提供专业服务需要我们接受市场营销作为 我们实践哲学的一部分。 responsibility for

37、marketing does not just rest with those who have marketing in their job title. everyone in the firm is a walking advertisement for the brand and has the opportunity to extend the brands reach in the market with every client or prospect interaction. 市场营销的职责不在仅仅对于那些有“市场”头衔的人。在该公司每个人都是公司品牌的活 广告，并有机会扩大在

38、每一位客户或潜在市场的品牌影响。 everyone in a professional services firm needs to be a marketer and everyone must work together to provide a service that satisfies the client. 在专业服务公司中的每个人都必须是个市场人，每个人都必须共同提供令客户满意的服务。 marketing must be seen as a systematic, comprehensive and ongoing process. as such, marketing requ

39、ires investment. 市场营销必须被看作是一个体系，全面的和持续的过程。同样，市场营销也需要投资。 professional managers must set aside both time and money to the marketing function. this means both a short-term and long-term commitment. 专业经理必须留出时间和金钱用作市场营销。这意味着短期和长期的承诺义务。 professional managers need to be as committed to marketing as they ar

40、e to their professional duties. 专业经理需要像他们对待业务任务那样对待市场营销。 service group manager业务部门经理业务部门经理 development program 发展计划 marketing and business development - participants notes v1_october_20099 marketing and bd framework 市场营销与业务拓展架构市场营销与业务拓展架构 (an example of a populated framework) the framework above ind

41、icates that at different stages in the marketing and business development cycle that ghd will have different objectives at each stage, and can use a combination of tools to achieve its marketing and business development objectives. 上面的结构图表明，在市场营销和业务拓展周期的不同阶段，ghd 在每一个阶段有不同的 目标，并且可以使用多种工具资源来实现其市场营销和业务

42、拓展的目标。 using new zealand as an example for a potential market, there are approximately 4 million people, 200000 businesses and 1000 government agencies. these organisations are termed suspects. in order to identify the target market for ghd services in this market, the first stage in building a mark

43、eting plan, the process of market research and business planning is engaged. this process would result in defining the target market as a subset of the whole market. 新西兰作为一个潜在市场的例子，那里大约有 400 万人，200000 个企业和 1000 个政府机 构。这些组织被称为潜在市场。为了使他们成为 ghd 服务的目标市场，建立市场营销计划 的第一阶段，是市场调查和商业计划。这一进程将导致使目标市场成为整个市场的子市场。

44、these organisations are now termed prospects, and the marketing objective for ghd is to build brand credibility and awareness in the minds of these prospects. note that these prospects could be existing clients, dormant clients or organisations that have never had business dealings with ghd. 这些企业被称为

45、潜在市场，ghd 的营销目标是在这些潜在的市场中建立品牌信誉和意识。 需要注意的是，这些潜在市场可能是现有的客户，暂时的客户或从未有与 ghd 有过业务往 来的企业。 service group manager业务部门经理业务部门经理 development program 发展计划 marketing and business development - participants notes v1_october_200910 in order to do this the brand needs to have clearly defined attributes that are con

46、sistently communicated by all employees of ghd. the one-to-many marketing tools that can be utilised to achieve this objective are: 为了做到这一点品牌需要有明确定位，并与 ghd 的所有员工不断的沟通。 可以用来实现 “一到多”的市场营销目标的工具有： an informative, contemporary website 一个信息化，同步化的网站 e-campaigns consisting of targeted newsletters, seasons g

47、reetings, corporate communications 电子竞争，包括实时通讯，节日祝贺和公司 corporate 通讯录 participation in industry associations that allow speaking engagements, networking 参与业务协会可以有讨论和建立关系网的机会 placement of advertisements in target publications 在目标出版物上刊登广告 distribution of the annual review and ghd news, in hard copy and

48、 electronic formats 分发年刊和 ghd 新闻，通过书刊或者是电子版的形式 sponsorship of industry conferences and awards in target market sectors 赞助业务研讨会，在目标市场赢得声誉 public relations and media activities to promote the brand 通过公众关系和媒体活动进行品牌促销 sponsorship of regular columns in target publications 在目标刊物上赞助专栏 the objective of this

49、 one to many marketing activity is to establish significant mindshare in the target market so that when a requirement for professional services that ghd could provide arises, ghd would be invited to bid. also, in achieving brand credibility, target accounts would be willing to entertain unsolicited

50、proposals from ghd. this would also involve regular contact with clients in order to maintain and build relationships. “一对多”的市场营销活动的目标是，在目标市场建立影响力，ghd 可以提供专业的服务， 当需要专业性的服务时 ghd 将被邀请投标。此外，为实现品牌信誉，目标客户愿意接受 ghd 提出的建议书。这也涉及到与客户经常保持联系，以保持和建立良好的客户关系。 when an organisation has a requirement, they can now be

51、 termed qualified prospects. the marketing objectives for ghd at this stage of the sales funnel are: 当一个企业有一个需求，他们可以被称为潜在的市场机会。ghd 现阶段的市场营销目标和 销售渠道是： ensure that the brand has credibility in the eyes of the qualified prospect 确保品牌在潜在的客户眼里具有可信性 convince the qualified prospect that there is a value pr

52、oposition in ghd services to meet the requirement 使潜在的市场客户相信 ghd 能够提供满足他们需求的有价值的服务 demonstrate the difference between ghd services and competitive offerings 证明 ghd 和其他竞争对手提出的服务的差别 ensure that the requirement that ghd is bidding on is a high priority for the prospect, compared to other projects; and

53、确保 ghd 竞标的条件优于其他竞争对手 engage alliance partners if needed to support the ghd proposal to the qualified prospect 联盟或是需找合伙人，如果需要使 ghd 的建议书满足期望的条件 service group manager业务部门经理业务部门经理 development program 发展计划 marketing and business development - participants notes v1_october_200911 the marketing tools that

54、are used to achieve these objectives are: 实现这些目标的市场营销工具有： sales training to build sales skills 销售培训，培训销售技巧 presentation training to build presentation skills 演讲培训，培训演讲技巧 marketing materials including a library of professional presentations, capability statements, project sheets, corporate brochures

55、and corporate demonstration disks (all available in electronic format) 市场营销材料包括图书馆资源包括专业演讲，能力陈述，项目表格，企业宣传册 （一切可以利用的电子材料） proposal toolkit and template that generates cost effective professional, client focused proposals; and 项目建议书工具 toolkit 和模板，生成符合成本效益，客户关注的建议书 technical skills to credibly articula

56、te the proposed solution 使用专业技巧令人信服，阐明建议的解决方案 once the qualified prospect has determined that ghd is the preferred supplier of services, and is in the process of negotiating the project, the qualified prospect is now broadly termed a client. at this stage the client will need to be convinced that gh

57、d is the best supplier to meet the project requirements, in terms of risk minimisation and value for money. 一旦 ghd 被选为服务的首选供应商，并在该项目的谈判过程中，潜在的客户将变为客户。 在这个阶段，客户将需要确信，ghd 能提供满足项目要求，风险最小和最有价值的服务。 the marketing tools that are used to achieve these objectives are: 实现这些目标的市场营销工具有： sales training to build

58、sales skills 营销培训，培训销售技巧 a list of relevant client references with appropriate level of details 列出相关客户资料的信息 executive relationships with the client or relationships with organisations that influence the client 与客户或相应企业的关系 once the proposal has been accepted, the project will commence, and the market

59、ing objective is to ensure that the client believes that the delivery at least meets or exceeds their expectations. the tools that that are involved at this stage are project management and technical skills which provide a timely and professional delivery of services. 一旦该建议书被接受，该项目将展开，市场营销的目标是确保客户相信

60、，我们交付的成果 至少达到或超过他们的预期。在这个阶段所涉及的工具是项目管理和专业技能，使我们能 按时交付专业的服务。 the marketing objective upon completion of the project to a successful resolution so that the client is : 在项目成功完成后的市场营销目标是客户是： willing to act as a referee 愿意作为推荐人 willing to consider proposals for repeat business of a similar nature 相似的业务的项