Untitled ĐẠI HỌC QUỐC GIA HÀ NỘI TRƯỜNG ĐẠI HỌC KINH TÊ BÀI TẬP LỚN CUỐI KI Môn Nguyên lí Marketing Giảng viên TS Đào Cẩm Thủy Lớp học phần 212 BSA2002 E*1 Mã Sinh Viên 20050261 Sin[.]
lOMoARcPSD|12114775 ĐẠI HỌC QUỐC GIA HÀ NỘI TRƯỜNG ĐẠI HỌC KINH TÊ BÀI TẬP LỚN ĆI KI Môn: Ngun lí Marketing Giảng viên:TS Đào Cẩm Thủy Lớp học phần :212-BSA2002-E*1 Mã Sinh Viên : 20050261 Sinh viên thực hiện : Trần Nam Hoàng Lớp :QH 2020E QTKD CLC4 Hà nội - 2022 Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 Lời cảm ơn Lời em xin phép cảm ơn thầy Trường đại học Kinh Tế nói chung thầy cô viên Quản trị kinh doanh nói riêng đưa mơn Ngun lý Marketing vào chương trình dạy Đặc biệt em xin cảm ơn Đào Cẩm Thủy đồng hành, giảng dạy cho bọn em kiến thức Marketing 15 tuần vừa qua Những kiến thức công cụ giúp em sau Đây mơn có tính thực tế cao môn học thú vị Tuy nhiên, vốn kiến thức hạn chế khả tiếp thu bỡ ngỡ Mặc dù cố gắng làm tránh sai xót nhiều chỗ cịn chưa xác, kính mong thầy xem xét góp ý để làm em hoàn thiện Em xin chân thành cảm ơn ! Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 Mục Lục I Business Introduction Business information and products Target customer and Target market II Micro and Macro environment, SWOT analytis .7 Micro and Marcro environment SWOT analytics 16 III Pricing strategy solution 18 IV Reference .20 Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 I Business Introduction Business information and products Business information - British-Dutch multinational consumer goods firm Unilever Foods, drinks, cleaning supplies, and personal care items are among its offerings It is the world's largest ice cream producer and the third-largest consumer goods company by revenue in 2011 (after Procter & Gamble and Nestlé) - Unilever is one of the world's largest suppliers of Beauty & Personal Care, Home Care, and Foods & Refreshment products, with sales in over 190 countries and 2.5 billion consumers reached every day - OMO, Surf, Dove, Knorr, Comfort, Hazeline, Clear, Pond's, P/S, Close Up, Vim, Cif, Sunsilk, Sunlight, Lipton, TRESemmé, and Lifebuoy are just a few of Unilever's more than 400 brands Unilever has made significant progress in Vietnam throughout the course of its 20-year establishment and growth Unilever Vietnam has provided over 1,500 direct jobs and over 15,000 indirect jobs for third parties, suppliers, and suppliers through its network of over 150 distributors and over 300,000 merchants distribution Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 - Throughout its 20-year existence and growth in Vietnam, Unilever has made significant strides Unilever Vietnam has provided over 1,500 direct jobs and over 15,000 indirect jobs for third parties, suppliers, and suppliers through its network of over 150 distributors and over 300,000 merchants distribution - Products With distribution in 190 nations, Unilever has more than 400 product brands and thousands of sub-skus Unilever's product line in Vietnam is also as extensive and varied, providing for practically all consumer demands - Currently, Unilever has main product lines : Foods and refreshment: Knorr,Ben & Jerry’s, Maille,Breyers … Detergents and Cleaning products: Comfort, Sunlight, Surf, Rinso,… Beauty and personal care brands: Clear, Close-up, Dove, Lifebuoy,… Water purifier Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 - Despite the positive consumer feedback and successful commercial results for all of Unilever's product names But the following brands are the most well-known and prominent: Omo/Persil Knorr Lux AXE/Lynx Dove Heartbrand(Wall’s) Sunsilk Sunlight Target customer and Target market - Target customer: For each type of product, Unilever defines a target customer, but can be divided into two main groups: Generation Z youth (young people aged 18-29) are now somewhat more independent and liberal, more confident than the previous generation Vietnamese women - housewives in the family - All market consumers, from young toddlers to the elderly, are targeted by Unilever products One of their five goods is probably certainly a Unilever product Unilever has accomplished this by making investments in a variety of goods, including personal care items, snacks and beverages, and cleaning supplies Their primary goal is to provide for people's essential requirements while assisting them in enjoying life by providing high-quality products They have also been successful in reaching the healthy consumer with their high-quality and nutritious products Thus, Unilever has a large market that appeals to everyone with spending power - In terms of age, income, and what they desire from Unilever, the clientele of that company can be divided into a number of categories The age range of Unilever's customers is wide Age range for the personal and home care market is 15 to 45, with Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 a medium to high income Age groups in the food segment begin at 5, and they favor savory and nutritious food II Micro and Macro environment, SWOT analytis Micro and Marcro environment Micro environment - Suppliers : With a network of 10 outsourcing companies, more than 100 suppliers of raw materials and packaging, specifically about 76 suppliers, 54 packaging suppliers, more than 15000 distributors nationwide, and a total transaction turnover of about 34 million USD annually, Unilever Vietnam has close partnerships with small and medium-sized businesses in the nation The business sets its factories in accessible locations near supply sources, like as Hanoi and Ho Chi Minh City Additionally, the business collaborates with numerous domestic industries on production and processing tasks, supplying raw materials and packaging final goods Through these business partnerships, Unilever Vietnam has been able to reduce product costs, reduce import costs, and increase product competitiveness in the Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 Vietnamese market At the same time, the company has assisted its Vietnamese partners in growing their businesses, securing employment for workers, and adding about 5,500 jobs - Marketing intermediaries : With more than 350 major distributors and more than 150,000 retail locations, Unilever Viet Nam today has a national sales distribution system The company currently employs over 2,000 people and is growing at a rate of roughly 35 to 40 percent Up to 5-7 Unilever distributors may be present in large cities like Hanoi or Ho Chi Minh City, while 2-3 distributors may be present in other provinces Unilever's MT (Morden trade) channel is a supermarket Unilever products are distributed nationwide According to the geographical division from Unilever Viet Company, there will be distributors for Unilever in each grocery shop or mini-neighborhood supermarket's who will also serve as the region's suppliers - Customers : As we mentioned above, Uniler divides target customers into groups: o Generation Z youth (young people aged 18-29) are now somewhat more independent and liberal, more confident than the previous generation o House wives A few reasons why Unilever chooses the above target customers +) Generation Z : o First of all, when it comes to young generation Z, Vietnam currently has a young population structure, and young Vietnamese people today are more independent, liberal, and self-assured than they were in the past They will decide on the majority of life's choices, such as whether to purchase certain things Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 o The current youthful generation is focused mostly in large cities like Hanoi, Ho Chi Minh City, Da Nang, and Hai Phong, where Unilever's products may readily infiltrate the market o These are also the consumers who are easier to try out and use new things on +)House wives : o Unilever's products are brought to consumers at low cost and in a short time thanks to the application of new technology in product distribution Vietnamese people previously only cared about the most necessary things for their families and to If you save money, now not only serve basic things, but also know how to consume more (interest in entertainment, health, food ) is an advantage for Unilever to penetrate the market and have suitable strategic products o These are the primary decision-makers in the family regarding which product to consume, how much to consume, and how much to consume o As someone who is concerned about the health of their entire family, quality is always the first consideration when purchasing products - Competitor : Brand competitor : Unilever may consider other companies that sell similar products and services to the same customers at comparable prices Some major competitors in the cosmetics and detergent industry are: P&G, Nivea, Double Rich, Rohto, My Hao; About the food industry are Nestle, Ajinomoto, Chinsu, Numble 1, C2, Industry competitor : Unilever can look more broadly at all companies producing the same type as its competitors In this case Unilever will compete not only with other FMCG manufacturers in the food and personal and home healthcare products industry Competitor for uses : Unilever can also consider more broadly that all the companies that produce the same products and provide the same service are its Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 competitors Then Unilever not only competes with FMCG manufacturers, but also with FMCG manufacturers General competitor: P&G, which is also Unilever's main competitor on a global scale, is said to be the competitor that causes real difficulties for Unilever Vietnam today P&G has penetrated the Vietnamese market with its main products, Tide, Pantene, Rejoice, Colgate, Downy, etc., which compete directly with Unilever VN's products in terms of price and quality Unilever, however, is confident that it will defeat P&G in the Vietnam market despite being first because: P&G has a strategy of catering to higher income market segments, whereas this market segment is in Vietnam Given the country's size, Unilever's strategy of catering to the majority of customers in society is more successful than P&G's in the Vietnamese market Additionally, the business must contend with rivals like Nivea, Rohto, Double Rich, etc as well as domestic rivals in Vietnam like Thorakao, My Hao, etc - Publics : Following the announcement by the US Department of Health and Human Services that the substance known as formaldehyde found in Johnson & Johnson and L'Oreal causes cancer in humans, VN consumers are more aware of the dangers of using shampoo and prefer shampoo from outside the Vietnamese market over domestic products It also results in a significant decrease in the number of products It also results in a significant decrease in the amount of products sold in some large supermarkets (Coop-mart,BigC,Vinmart, ) until official product quality conclusions from Health agencies are issued To be honest, the announcement is bound to have a significant negative impact on Unilever's Brand-Dove - Company : Macro environment : - Demographics: Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 Population size and growth rate : These are two factors that affect the size of demand According to the findings of the 2014 population and housing census, Vietnam's population is 90.5 million people, ranking 14th among the most populous countries in the world Thus, after 15 years (from 1999 to 2014) our country's population increased to 14.17 million people, on average, our country increased by nearly million people each year With a large population size and fast population growth rate Thus, Vietnam is an attractive market for the company Population structure : According to the survey findings, Vietnam is in a "golden population structure" period, in which the working age group is twice as large as the dependent age group Along with the trend of decreasing fertility and increasing life expectancy, the proportion of the population in working age (15-60 years old) has increased, accounting for 66.2 percent of Vietnam's total population Vietnam has a relatively high level of education, particularly in urban areas In comparison to the rest of the country, the graduation rate from universities and colleges is quite high Furthermore, intellectual workers in Vietnam are excellent at technology, making this a plentiful human resource for the company The change in household size : This is a factor that strongly influences the market demand for many goods Large-scale families consisting of many generations in the past are gradually being replaced by small-scale households, as today's young people tend to want to live independently In addition, for extended families in the middle class (the most common family structure in Vietnam), choosing to buy a product, especially a high-end product, is often considered very carefully Therefore, this group consumes not as much high-end personal care products as the SSWD group (single – single, separate, windowed – widow, divorced) in basic countries The movement of accommodation in the population : In Vietnam, the process of urbanization is taking place strongly In big cities like Hanoi, Ho Chi Minh City is Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 becoming more and more crowded, bringing business opportunities for the company Population policy: Population policy - planning in Vietnam will make in a few decades, the young will age and the old population structure will not be an advantage for Unilever - Economic : Per capita income: Vietnam has made remarkable progress in economic development and improving people's living standards in recent years However, when compared to other countries in the region such as Singapore, Thailand, the Philippines, Malaysia, and Indonesia, the majority of Vietnamese people are still in the middle and lower income brackets The company itself faced some challenges, such as determining which products to offer in order to meet the needs of the Vietnamese people The company will address both issues concurrently It is both adapting its products to the local market and having to offer low-cost products Simultaneously, the company must be profitable This is a very difficult problem for the company However, according to the Vietnamese company's assessment, although the income is low,the company is large and the demand for the company's products is very high operating business activities in Vietnam are and gain profit by making the company's products suitable for the affordability of consumers Changes in the population's spending structure : With economic development, people's living standards have been significantly improved If in the early 90s of the last century, when Unilever first entered the Vietnamese market, the company focused on developing in the affordable market segment, meeting the essential needs of consumers affordable prices, the company has now begun to develop more premium product lines while maintaining its dominant influence in the existing market segment Infrastructure of the economy : To begin, transportation and communication systems in major cities, particularly Hanoi and Ho Chi Minh City, have been Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 adequately invested in the near future, on par with other countries in the region The inter-provincial, district, and commune transportation networks have been renovated and upgraded, making it possible for the company to expand its product distribution network to consumers not only in major cities, but also in rural, village, and remote areas The Internet is rapidly becoming more popular, and telecommunications and postage costs have been significantly reduced in comparison to the past, allowing the company to apply modern technologies to the production and business processes, as well as the management process, in order to reduce costs and improve operational efficiency Economic growth rate : In recent years, Vietnam's economic growth rate has been consistently high, ranking among the highest in the region, but it is not truly sustainable The economy is extremely vulnerable to negative external influences such as the current economic downturn The global economy has lasted from 2007 to now, with inflation rates and inflation rates in the last three years being in the double digits, causing many businesses to struggle due to high input costs, and people being constrained Due to tight spending, Unilever is also experiencing some difficulties - Political : Unilever realizes that Vietnam is a country with high political stability, people have a positive perception and opinion about foreign direct investment and value these companies, so building and forming a The long-term business strategy in Vietnam is completely grounded Although the laws of Vietnam have many problems and inadequacies, causing many difficulties for the company, the company finds that the company's investment in Vietnam is welcomed by local officials, and in line with the foreign investment law here, plus the company will have a better understanding of the Investment law as well as the business environment in Vietnam in general when business people hire local people to work for them Therefore, when forming a business strategy on political and legal issues for the company, there are no Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 problems, too great obstacles The only thing that the company has to deal with and be careful about in the law when formulating its strategy is the issues of labor and the regimes for employees, because the Vietnamese Government is very concerned about this issue and The company also has lessons from other foreign companies on these issues in Vietnam - Cultural : Unilever finds that Vietnamese people easily accept what is new and have innovative views and welcome new things, as long as these new things are suitable for their way of life and thinking They like to use new products, always new the better, with increasingly improved quality, even if they don't know about a certain product, the problem of promoting the company's products is not much difficult, because Vietnamese people are very curious, when the company conducts expansion and promotion, it only needs to stimulate their curiosity and the product will also be successful In addition, the company also found that Vietnamese people's preferences are very diverse, which is very suitable for the company's rich product range, Vietnamese people not like a particular color, like China likes color Red is the color of happiness Vietnamese people are generally diverse, there is no exclusion of anything related to aesthetics, except for cases related to their fine customs and traditions On the other hand, the company also intends to learn and understand more about this issue when it hires Vietnamese people to work and joint ventures with Vietnamese partners Religion : Because Vietnam is a religiously free country, product distribution and promotion are less stringent than in some other Asian countries Language : Vietnamese people in general have a low level of foreign language proficiency, despite the fact that most imported products are written in English Initially, this had an impact on Unilever's product consumption; for example, people did not know all of the product's uses or how to use the product effectively, leading to market fear product selection for the company Recognizing this, Unilever quickly overcame it by designing the product's packaging in Vietnamese, Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 allowing Vietnamese consumers to learn more about the product and add it to their shopping cart their In product advertising campaigns, the company frequently employs language and symbols with close and easily understood national characteristics for consumers - Technological : Technology allows products and services to be produced at cheaper prices and with even higher quality standards Unilever's packaging designers can easily collect all information about needs, preferences, habits, and situations by understanding customer psychology and combining it with the efforts of modern science and technology Feelings of each customer are filtered out, resulting in the creation of perfect packaging in the eyes of consumers Unilever's design team is well-equipped to always meet the job's requirements Technology changes product distribution : Unilever's products are easily delivered to consumers at a low cost and in a short period of time thanks to modern science and technology The company offers door-to-door delivery service via Internet protocol Customers have expressed their appreciation for this service This improves the company's reputation and causes its profits to skyrocket - Natural : Geographical location : Vietnam is located in a relatively favorable position in the region, with a long sea route, many large seaports, favorable for the export of goods when Unilever company has begun to focus on exports in the near future Climate : Vietnam is a tropical monsoon country with all kinds of terrain and climate, but because unilever's products are less likely to be damaged, they are consumer products in family activities, so consumption is fast, easy to maintain easy to manage and transport, reducing costs and losses for businesses Topography of roads, traffic : There are numerous inconveniences that are not only unique to Unilever, but also to all businesses operating in Vietnam, when it comes to expanding the market to mountainous, remote, and remote areas However, the Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 company is taking steps to overcome it, as this is a potential market that should be expanded SWOT analytics Strengths - One of the biggest global brand : Unilever operates in over 190 countries, and it is difficult to find a consumer who does not use its products According to the 2020 financial report, Unilever is proud to be one of the world's largest companies, with expertise and production capacity in consumer goods - There are many big brands and a wide range of products : Unilever is the only company with such a diverse range of brands and products In 2016, the top 13 brands generated more than billion euros in revenue Brands like these accounted for more than half of Unilever's growth Dove, Lifebouy, and other environmentally and socially responsible brands - Unilever is one of the brands that leaves a lasting impression on customers Consumers can find all of the products they require at Unilever Unilever is always the first choice of consumers because of their satisfaction with quality and product diversity - Wide distribution network: Unilever, as a consumer product retailer, has the ability to expand its distribution channels to every geographic corner of the globe Every geographical area in the world is covered by Unilever brand products, which is a significant strength of this brand - Unilever brand has more than 170,000 employees working from all over the world, with diverse cultures, respecting individualism, promoting cultural diversity in the working environment - Effective talent attraction policy : "Development through people, through job fairs for graduating students of prestigious universities to train brilliant trainee administrators for human resources," according to the company's point of view Furthermore, the company offers a competitive salary, benefits, and training courses both at home and abroad to help employees advance their careers Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 Weakness : - Unilever's consumer products are easily imitated or replaced by similar consumer brands - Despite having a wide variety of retail product lines, Unilever is still facing a lack of diversity for product lines other than consumer goods - Huge reliance on retailers : Unilever, like other consumer goods companies, relies on a network of retailers to distribute its products Buyer behavior and decisions are thus heavily influenced by retailer advice - The appearance of substitute products : Unilever provides consumer products, so its products are easy to replace Especially in African and Asian markets, in localities, consumers tend to use natural, traditional, cheap products - Unilever is a big company, but it operates within the reach of a host of other giants like P&G and Nestle This is not to mention a host of other local companies, which are challenging Unilever's dominance in small and retail markets Opportunities : - Unilever is one of the largest companies in the world in terms of consumer goods, so Unilever can utilize its financial strength to carry out strategic diversification, mergers and acquisitions to seek new opportunities as well as reduce the risk of substitution - Trending with healthy and sustainable products : Consumers in developed countries are more concerned than ever about their own health, as well as the trend toward healthy, environmentally sustainable products This means Unilever will be able to capitalize on this emerging market segment, specifically the market for healthconscious consumers and green products - Investing constantly in new technology and products: Unilever collaborated with Microbac laboratories during the SARS-CoV-2 virus pandemic to conduct research and develop a mouthwash that can reduce viral load by 99.9% As a result of its pioneering health products for consumers, Unilever will undoubtedly become even more well-known in terms of brand and products Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 - Unilever has long been known as a company that cares about social and environmental issues When Unilever's brand can have marketing strategies aimed at consumers who prefer to buy products from manufacturers who are responsible for environmental protection and sustainable development, the company has created a business opportunity Threats - Global economic crisis : The global economic crisis is intensifying, exacerbated by the presence of the COVID-19 pandemic This has a significant impact on many businesses, including large corporations such as Unilever Unilever is under pressure from declining revenue and rising costs as global consumer income falls This is a potential "Double Whammy" threat that is approaching the world from both above and below - Private brands pose a threat : Instead of relying on numerous suppliers, large retail stores are increasingly developing their own brands Unilever relies on these retailers for profit, so this is a significant threat to the company in the near future - Environmental safety concerns : Despite the fact that Unilever has prioritized environmental and social concerns Rising global consumer awareness, on the other hand, has turned into spearheads and attacks on the company's every strategic move In any case, Unilever must ensure that its emphasis on environmental awareness remains both a stable fulcrum and a driving force for the company's growth - With a globally competitive location, Unilever competes for dominance in the consumer goods market segment with Asian multinationals This means that Unilever is facing not only financial downturns, but also new threats from new corporations that are starting to expand globally In the market's context, Because the supply of consumer goods exceeds the demand, many new companies will "squeeze" in, making competition for Unilever extremely fierce III - Pricing strategy solution I chose to propose a price solution because, in my opinion, product price is still an issue with a consumer goods manufacturer like Unilever Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 - Unilever is currently implementing the Dynamic Pricing Strategy So what is Dynamic Pricing Strategy : On-demand pricing or time-based pricing are examples of Dynamic Pricing Strategy This is a pricing strategy in which the selling price varies according to market and customer demand The decision-making process for this dynamic pricing strategy is as follows: Algorithms powered by machine learning assist businesses in developing new algorithmic models based on market demand and competitor strategies This datadriven process enables businesses to seamlessly adjust the price of their products in seconds Furthermore, Unilever has used a flexible pricing policy in response to market fluctuations, competitors' pricing strategies, and decreasing prices Based on the above Unilever analysis, I propose the following additional strategies for the company : - Economy pricing strategy : It is a cost-cutting strategy in which a company sets a low price for its product The majority of marketing and advertising costs are reduced in the frugal pricing strategy so that the company can offer lower prices than its competitors Businesses using this strategy are willing to price their products low and earn a low profit on each product However, despite high product consumption, overall profit did not fall Businesses that use a low-cost pricing strategy frequently concentrate on the number of products sold As a result, they strive to attract customers by offering their products at a lower price than competitors Trading in basic life products is a common type of business when using this strategy Unilever sells hygiene and personal care products, as well as basic household items As a result, Unilever will be able to pursue this strategy Downloaded by Vu Vu (quangchinhlas199@gmail.com) lOMoARcPSD|12114775 Because the price has been reduced, a high volume of sales is required for this strategy With the benefit of having many well-known brands, some of which have even become a part of people's lives It is entirely possible for Vietnamese people to accept a discount within the allowable range in order to gain a competitive advantage over their competitors - Combination of Psychology Pricing Strategy and Bundle Pricing Strategy : Psychology Pricing Strategy : As the name suggests, it is aimed at the human psyche to boost the sales of the business Bundle Pricing Strategy is when a business offers two or more complementary products or services together in the same package and sells them for a single price Businesses can choose to only sell their bundled products or services as part of a bundle, or sell those products or services as a bundle For this strategy, customers are encouraged to buy more products at a lower price, rather than buying those products individually As we all know Unilever has made many product packages such as: washing powder, spices, By placing a higher priced product next to promotional packages we can attract customers' attention and thereby sell more products IV Reference https://vi.wikipedia.org/wiki/Unilever http://fernfortuniversity.com/term-papers/pestel/nyse4/874-unilever-plc.php https://amis.misa.vn/29879/chien-luoc-marketing-cuaunilever/#Chien_luoc_Marketing_cua_Unilever_ve_gia_Price https://www.unilever.com.vn/ https://vneconomy.vn/sang-kien-va-cong-nghe-moi-nao-giup-unilever-giam-manhphat-thai-khi-nha-kinh.htm#:~:text=T%E1%BA%A1i%20h%E1%BB%99i%20th %E1%BA%A3o%2C%20Unilever%20Vi%E1%BB%87t, Downloaded by Vu Vu (quangchinhlas199@gmail.com)