Contrary to the narrow, demand-oriented approach to market segmentation taken in much of the marketing and planning literature, this article illustrates a broader, integrated framework which includes both the demand and supply sides of the competitive equation. The author argues that starting with 'product' characteristics is both an easier and more actionable way of segmenting markets than the traditional marketing approach that typically begins with the customer or 'people' characteristics. This approach can be employed by a business to make decisions about entering a market segment, differentiating a brand from its competition, positioning it in the market and communicating its quality to the customers. Customers, too, generally rely on product characteristics to perceive and evaluate the quality claims made by different competitors. Thus, the article bridges an important gap between strategy formulation and strategy implementation: an area often neglected in the strategy literature. The proposed approach focuses not only on customer benefits or needs, but also on the resources necessary to satisfy them and demonstrates this with examples from Apple, Church & Dwight and many other companies. To show a practical application, the article presents a price-quality-benefit segmentation profile of the US toothpaste market which revealed three strategic groups. Copyright (C) 1996 Elsevier Science Ltd
