Case Study 1: Safaricom’s M-Pesa Revolution

Course Content
Introduction to Marketing – Week 1
Principles of Marketing introduces students to the core concepts and strategies that are fundamental in today's ever-evolving business world. This course emphasizes the importance of understanding and applying key marketing principles to establish and maintain long-term customer relationships, and to effectively communicate value to target audiences. Students will engage with the processes involved in identifying target markets, developing a marketing mix, and analysing market opportunities and challenges.
The Marketing Environment
Macro and micro environmental factors The marketing environment encompasses all external factors that influence an organization's marketing decisions and actions. These factors can be broadly categorized into macro and micro environmental factors. Each has a direct or indirect impact on the company's ability to serve its customers and achieve its objectives. Understanding these elements helps businesses adapt, strategize, and capitalize on prevailing market conditions.
Market Research & Information Systems
Market research and information systems play a pivotal role in helping organizations understand their audience, make informed decisions, and stay ahead in an increasingly competitive business environment. These tools provide valuable insights into market dynamics, customer behavior, and emerging trends.
Consumer Behavior – Week 2
Consumer behavior refers to the selection, purchase, and consumption of goods and services to meet consumer needs. By understanding why consumers make certain decisions, marketers can develop more effective strategies to target their audience. Factors influencing consumer behavior can be broadly categorized into psychological, social, and cultural factors.
Market Segmentation, Targeting, and Positioning
The Market segmentation, targeting, and positioning (STP) process is a strategic approach used by marketers to identify distinct market segments, select specific target markets, and craft a unique positioning strategy. Together, these elements form the foundation of a company's marketing strategy, ensuring that products or services meet the specific needs of the intended audience.
Product: Concepts, Strategies, and Life Cycle
In the marketing mix, the product is the tangible (or intangible in the case of services) offering that a company provides to its customers. Understanding the product, its strategies, and its life cycle is crucial for marketers to ensure continued relevance in the market and sustainable growth.
Pricing Strategies and Decisions – Week 3
Pricing is one of the most crucial elements of the marketing mix, directly impacting revenue, profitability, market share, and even brand perception. Establishing the right price for a product or service is a blend of art and science, and it's influenced by various internal and external factors.
Promotion: Integrated Marketing Communications (IMC)
Promotion, a fundamental element of the marketing mix, ensures that consumers are informed, educated, persuaded, and reminded about a brand, its products, or services. Integrated Marketing Communications (IMC) is a concept that embodies the blend of all promotional tools into a seamless program designed to maximize the impact on consumers at minimal cost.
Digital Marketing and E-commerce – Week 4
In the modern digital age, the way we market products and make purchases has been revolutionized by the rise of digital marketing and e-commerce. Understanding these realms is essential for businesses aiming to stay competitive in today's market.
Global Marketing
In a world that is increasingly interconnected, businesses are seeking to tap into the global market to expand their reach, diversify their portfolio, and increase their profitability. Global marketing is the process of conceptualizing and then conveying a final product or service worldwide with the hopes of reaching the international marketing community.
Ethical and Social Responsibilities in Marketing
In the age of digitalization and consumer empowerment, businesses are under greater scrutiny for their marketing practices. Ethical and social responsibilities in marketing are not just about adhering to legal regulations; they're about aligning business practices with the values, morals, and expectations of stakeholders and the broader society.
Branding and Brand Equity – Week 5
In a world saturated with products and services, distinguishing oneself can be a daunting task for businesses. This is where branding, and the resultant brand equity, play a pivotal role. They offer a beacon of identity in the crowded marketplace and ensure a product or service doesn't just remain a commodity.
Services Marketing
In an era dominated by the service industry, understanding the nuances of services marketing is crucial for businesses to thrive. Unlike tangible products, services are intangible, making their marketing inherently different and challenging. This uniqueness requires a distinct approach to ensure customer satisfaction and loyalty.
BUSA 330 Principles of Marketing
About Lesson



Safaricom, Kenya’s leading mobile network operator, introduced M-Pesa in 2007. M-Pesa, which translates to “mobile money” in Swahili, is a mobile phone-based money transfer service that has fundamentally transformed the financial landscape in Kenya and has expanded its presence across Africa.


Before M-Pesa, a vast portion of Kenya’s population had limited access to traditional banking. Transferring money across the country was challenging and often required physical transportation. There was a pressing need for a secure, fast, and accessible money transfer system.


Leveraging the high mobile phone penetration in Kenya, Safaricom launched M-Pesa as a simple solution for money transfer and micro-financing services. Users could deposit and withdraw money from a network of agents that included airtime resellers and retail outlets. Over time, the service expanded to offer bill payment, international transfers, and savings and loans services.

Marketing Strategy

  1. Local Understanding: Safaricom recognized the local needs and challenges, positioning M-Pesa as a solution to these day-to-day problems.
  2. Agent Network Expansion: They rapidly increased the number of M-Pesa agents, ensuring that even rural areas had access.
  3. Trust Building: By ensuring security and collaborating with local communities, they built a brand synonymous with trust.
  4. Diverse Services: M-Pesa evolved based on customer needs, eventually offering a variety of financial services, all through a mobile device.


Today, M-Pesa is used by over 20 million Kenyans, about 70% of the adult population. It processes billions of dollars’ worth of transactions annually and has expanded its operations to countries like Tanzania, Mozambique, DRC, Lesotho, and even India.

Join the conversation
Content | Menu | Access panel