{"id":23419,"date":"2023-12-06T07:58:00","date_gmt":"2023-12-06T07:58:00","guid":{"rendered":"https:\/\/masterskills.org\/blog\/crm-la-gi-loi-ich-chuc-nang-va-quy-trinh-hoat-dong.html"},"modified":"2023-12-22T08:18:46","modified_gmt":"2023-12-22T01:18:46","slug":"crm-la-gi-loi-ich-chuc-nang-va-quy-trinh-hoat-dong","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/crm-la-gi-loi-ich-chuc-nang-va-quy-trinh-hoat-dong.html","title":{"rendered":"CRM l\u00e0 g\u00ec? L\u1ee3i \u00edch, ch\u1ee9c n\u0103ng v\u00e0 quy tr\u00ecnh ho\u1ea1t \u0111\u1ed9ng"},"content":{"rendered":"
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Ph\u1ea7n m\u1ec1m CRM gi\u00fap doanh nghi\u1ec7p t\u1eadp trung v\u00e0o m\u1ed1i quan h\u1ec7 c\u1ee7a t\u1ed5 ch\u1ee9c v\u1edbi t\u1eebng c\u00e1 nh\u00e2n, bao g\u1ed3m kh\u00e1ch h\u00e0ng, ng\u01b0\u1eddi s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5, \u0111\u1ed3ng nghi\u1ec7p ho\u1eb7c nh\u00e0 cung c\u1ea5p, trong su\u1ed1t v\u00f2ng \u0111\u1eddi c\u1ee7a doanh nghi\u1ec7p v\u1edbi h\u1ecd. V\u1edbi gi\u1ea3i ph\u00e1p CRM, nh\u00f3m b\u00e1n h\u00e0ng v\u00e0 Marketing c\u00f3 th\u1ec3 theo d\u00f5i v\u00e0 ki\u1ec3m so\u00e1t h\u00e0nh tr\u00ecnh t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p. T\u1eeb \u0111\u00f3 gi\u00fap n\u00e2ng cao h\u00e0nh tr\u00ecnh v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, th\u00f4ng qua vi\u1ec7c tinh ch\u1ec9nh t\u1eebng \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

CRM l\u00e0 g\u00ec?<\/span><\/strong><\/h2>\n

CRM l\u00e0 vi\u1ebft t\u1eaft c\u1ee7a Customer Relationship Management, ngh\u0129a l\u00e0 qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng. CRM l\u00e0 s\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa c\u00e1c chi\u1ebfn l\u01b0\u1ee3c v\u00e0 c\u00f4ng ngh\u1ec7 \u0111\u1ec3 c\u1ea3i thi\u1ec7n, x\u00e2y d\u1ef1ng c\u00e1c m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u0169ng nh\u01b0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng.<\/p>\n

CRM gi\u00fap c\u00e1c doanh nghi\u1ec7p thu th\u1eadp, qu\u1ea3n l\u00fd v\u00e0 ph\u00e2n t\u00edch th\u00f4ng tin v\u1ec1 kh\u00e1ch h\u00e0ng t\u1eeb nhi\u1ec1u ngu\u1ed3n kh\u00e1c nhau nh\u01b0 cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i, email, trang web, m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 giao d\u1ecbch mua b\u00e1n. B\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng CRM, c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 t\u0103ng c\u01b0\u1eddng kh\u1ea3 n\u0103ng ph\u1ee5c v\u1ee5 v\u00e0 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n cho kh\u00e1ch h\u00e0ng.<\/p>\n

C\u00e1c t\u00ednh n\u0103ng ch\u00ednh c\u1ee7a CRM bao g\u1ed3m qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng, qu\u1ea3n l\u00fd ho\u1ea1t \u0111\u1ed9ng b\u00e1n h\u00e0ng, qu\u1ea3n l\u00fd d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, qu\u1ea3n l\u00fd chi\u1ebfn d\u1ecbch Marketing v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng. Ngo\u00e0i ra, CRM c\u0169ng c\u00f3 th\u1ec3 t\u00edch h\u1ee3p v\u1edbi c\u00e1c h\u1ec7 th\u1ed1ng kh\u00e1c nh\u01b0 h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng, h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd doanh nghi\u1ec7p v\u00e0 h\u1ec7 th\u1ed1ng t\u1ef1 \u0111\u1ed9ng h\u00f3a Marketing \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh kinh doanh v\u00e0 t\u0103ng c\u01b0\u1eddng hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c.<\/p>\n

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Ph\u1ea7n m\u1ec1m CRM d\u00e0nh cho ai?<\/span><\/strong><\/h2>\n

H\u1ec7 th\u1ed1ng CRM cung c\u1ea5p cho t\u1ea5t c\u1ea3 m\u1ecdi ng\u01b0\u1eddi, t\u1eeb b\u00e1n h\u00e0ng, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, ph\u00e1t tri\u1ec3n kinh doanh, tuy\u1ec3n d\u1ee5ng, Marketing ho\u1eb7c b\u1ea5t k\u1ef3 ng\u00e0nh kinh doanh n\u00e0o kh\u00e1c. Ph\u1ea7n m\u1ec1m CRM cho ph\u00e9p l\u01b0u tr\u1eef th\u00f4ng tin li\u00ean h\u1ec7 c\u1ee7a kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i v\u00e0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, x\u00e1c \u0111\u1ecbnh c\u00e1c c\u01a1 h\u1ed9i b\u00e1n h\u00e0ng, ghi l\u1ea1i c\u00e1c v\u1ea5n \u0111\u1ec1 v\u1ec1 d\u1ecbch v\u1ee5 v\u00e0 qu\u1ea3n l\u00fd c\u00e1c chi\u1ebfn d\u1ecbch Marketing, t\u1ea5t c\u1ea3 n\u1eb1m trong m\u1ed9t ph\u1ea7n m\u1ec1m, \u0111\u1ed3ng th\u1eddi cung c\u1ea5p th\u00f4ng tin v\u1ec1 m\u1ecdi t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng cho b\u1ea5t k\u1ef3 ai trong t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 c\u1ea7n \u0111\u1ebfn n\u00f3.<\/p>\n

V\u1edbi kh\u1ea3 n\u0103ng hi\u1ec3n th\u1ecb v\u00e0 truy c\u1eadp d\u1eef li\u1ec7u d\u1ec5 d\u00e0ng, vi\u1ec7c c\u1ed9ng t\u00e1c v\u00e0 t\u0103ng n\u0103ng su\u1ea5t s\u1ebd \u0111\u01a1n gi\u1ea3n, t\u1ed1i \u01b0u h\u01a1n. M\u1ecdi th\u00e0nh vi\u00ean trong c\u00f4ng ty \u0111\u1ec1u c\u00f3 th\u1ec3 bi\u1ebft c\u00e1ch li\u00ean l\u1ea1c v\u1edbi kh\u00e1ch h\u00e0ng, nh\u1eefng g\u00ec h\u1ecd \u0111\u00e3 mua, nh\u1eefng g\u00ec h\u1ecd \u0111\u00e3 thanh to\u00e1n, th\u1eddi \u0111i\u1ec3m h\u1ecd mua l\u1ea7n cu\u1ed1i,… Gi\u1ea3i ph\u00e1p CRM c\u00f3 th\u1ec3 gi\u00fap h\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p thu\u1ed9c m\u1ecdi quy m\u00f4 th\u00fac \u0111\u1ea9y t\u0103ng tr\u01b0\u1edfng kinh doanh v\u00e0 c\u00f3 th\u1ec3 \u0111\u1eb7c bi\u1ec7t c\u00f3 l\u1ee3i cho doanh nghi\u1ec7p nh\u1ecf, n\u01a1i c\u00e1c nh\u00f3m th\u01b0\u1eddng c\u1ea7n t\u00ecm c\u00e1ch l\u00e0m \u0111\u01b0\u1ee3c nhi\u1ec1u h\u01a1n v\u1edbi \u00edt ngu\u1ed3n l\u1ef1c h\u01a1n.<\/p>\n

L\u1ee3i \u00edch c\u1ee7a h\u1ec7 th\u1ed1ng CRM v\u1edbi doanh nghi\u1ec7p<\/span><\/strong><\/h2>\n

H\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM) mang l\u1ea1i nhi\u1ec1u l\u1ee3i \u00edch quan tr\u1ecdng cho doanh nghi\u1ec7p. Trong \u0111\u00f3 ph\u1ea3i k\u1ec3 \u0111\u1ebfn nh\u01b0:<\/p>\n

    \n
  1. Qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng<\/li>\n
  2. T\u0103ng c\u01b0\u1eddng t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng<\/li>\n
  3. C\u1ea3i thi\u1ec7n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/li>\n
  4. T\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh b\u00e1n h\u00e0ng<\/li>\n
  5. Ph\u00e2n t\u00edch v\u00e0 b\u00e1o c\u00e1o<\/li>\n
  6. X\u00e2y d\u1ef1ng quan h\u1ec7 kh\u00e1ch h\u00e0ng l\u00e2u d\u00e0i<\/li>\n
  7. K\u1ebft n\u1ed1i \u0111\u1ed9i ng\u0169<\/li>\n
  8. Ki\u1ec3m tra m\u1ee5c nh\u1eadp d\u1eef li\u1ec7u kh\u00f4ng ch\u00ednh x\u00e1c<\/li>\n<\/ol>\n

    Qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng<\/span><\/strong><\/h3>\n

    H\u1ec7 th\u1ed1ng CRM cho ph\u00e9p doanh nghi\u1ec7p thu th\u1eadp, t\u1ed5 ch\u1ee9c v\u00e0 qu\u1ea3n l\u00fd th\u00f4ng tin v\u1ec1 kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3. C\u00e1c th\u00f4ng tin nh\u01b0 t\u00ean, \u0111\u1ecba ch\u1ec9, l\u1ecbch s\u1eed mua h\u00e0ng, t\u01b0\u01a1ng t\u00e1c tr\u01b0\u1edbc \u0111\u00f3 v\u1edbi doanh nghi\u1ec7p, c\u00f9ng c\u00e1c th\u00f4ng tin kh\u00e1c c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef v\u00e0 truy c\u1eadp d\u1ec5 d\u00e0ng. Gi\u00fap c\u1ea3i thi\u1ec7n qu\u00e1 tr\u00ecnh ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng, cung c\u1ea5p th\u00f4ng tin h\u1eefu \u00edch v\u1ec1 kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 c\u00f3 nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c c\u1ea3i thi\u1ec7n, l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng.<\/p>\n

    T\u0103ng c\u01b0\u1eddng t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng<\/span><\/strong><\/h3>\n

    CRM cung c\u1ea5p c\u00e1c t\u00ednh n\u0103ng, c\u00f4ng c\u1ee5 cho ph\u00e9p doanh nghi\u1ec7p t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3. Nh\u1edd v\u00e0o h\u1ec7 th\u1ed1ng CRM, doanh nghi\u1ec7p c\u00f3 th\u1ec3 nhanh ch\u00f3ng g\u1eedi c\u00e1c email Marketing, th\u00f4ng b\u00e1o ho\u1eb7c nh\u1eefng th\u00f4ng tin c\u1eadp nh\u1eadt t\u1edbi kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch t\u1ef1 \u0111\u1ed9ng v\u00e0 c\u00e1 nh\u00e2n h\u00f3a, d\u1ef1a tr\u00ean th\u00f4ng tin s\u1eb5n c\u00f3 c\u1ee7a kh\u00e1ch h\u00e0ng trong h\u1ec7 th\u1ed1ng. Gi\u00fap \u0111\u1ed9i ng\u0169 Marketing t\u1ea1o ra c\u00e1c chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb hi\u1ec7u qu\u1ea3 h\u01a1n v\u00e0 t\u0103ng c\u01b0\u1eddng t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

    C\u1ea3i thi\u1ec7n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/span><\/strong><\/h3>\n

    V\u1edbi h\u1ec7 th\u1ed1ng CRM, c\u00f4ng c\u1ee5 n\u00e0y cho ph\u00e9p doanh nghi\u1ec7p theo d\u00f5i v\u00e0 qu\u1ea3n l\u00fd t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng theo th\u1eddi gian th\u1ef1c. B\u1eb1ng c\u00e1ch hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng theo t\u1eebng giai \u0111o\u1ea1n, doanh nghi\u1ec7p c\u00f3 th\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ed1t h\u01a1n, c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi h\u01a1n cho kh\u00e1ch h\u00e0ng.<\/p>\n

    T\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh b\u00e1n h\u00e0ng<\/span><\/strong><\/h3>\n

    CRM gi\u00fap t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh b\u00e1n h\u00e0ng b\u1eb1ng c\u00e1ch theo d\u00f5i ti\u1ebfn tr\u00ecnh b\u00e1n h\u00e0ng, t\u1eeb vi\u1ec7c t\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, li\u00ean h\u1ec7, \u0111\u1ebfn qu\u1ea3n l\u00fd c\u00e1c giao d\u1ecbch v\u00e0 theo d\u00f5i sau b\u00e1n h\u00e0ng. Gi\u00fap t\u0103ng c\u01b0\u1eddng hi\u1ec7u su\u1ea5t b\u00e1n h\u00e0ng, \u0111\u1ea9y nhanh qu\u00e1 tr\u00ecnh ch\u1ed1t h\u1ee3p \u0111\u1ed3ng v\u00e0 n\u00e2ng cao t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng.<\/p>\n

    Ph\u00e2n t\u00edch v\u00e0 b\u00e1o c\u00e1o<\/span><\/strong><\/h3>\n

    H\u1ec7 th\u1ed1ng CRM cung c\u1ea5p c\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch v\u00e0 b\u00e1o c\u00e1o \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t kinh doanh, hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 h\u00e0nh vi kh\u00e1ch h\u00e0ng. Th\u00f4ng qua vi\u1ec7c ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 nh\u1eadn ra c\u00e1c xu h\u01b0\u1edbng, m\u1eabu h\u00e0nh vi v\u00e0 tri\u1ec3n khai c\u00e1c chi\u1ebfn l\u01b0\u1ee3c kinh doanh ph\u00f9 h\u1ee3p.<\/p>\n

    X\u00e2y d\u1ef1ng quan h\u1ec7 kh\u00e1ch h\u00e0ng l\u00e2u d\u00e0i<\/span><\/strong><\/h3>\n

    H\u1ec7 th\u1ed1ng CRM gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 h\u1ed7 tr\u1ee3 t\u1ed1t, t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c v\u00e0 theo d\u00f5i s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea1o ra m\u1ed9t c\u1ed9ng \u0111\u1ed3ng kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u00e0 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi.<\/p>\n

    K\u1ebft n\u1ed1i \u0111\u1ed9i ng\u0169<\/span><\/strong><\/h3>\n

    Khi c\u00e1c \u0111\u1ed9i ng\u0169 ho\u1ea1t \u0111\u1ed9ng ri\u00eang bi\u1ec7t v\u00e0 kh\u00f4ng chia s\u1ebb th\u00f4ng tin kh\u00e1ch h\u00e0ng theo th\u1eddi gian th\u1ef1c, \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t r\u00e0o c\u1ea3n l\u1edbn, \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a t\u1ed5 ch\u1ee9c. S\u1ef1 t\u00e1ch bi\u1ec7t n\u00e0y c\u00f3 th\u1ec3 g\u00e2y kh\u00f3 kh\u0103n trong vi\u1ec7c ph\u1ee5c v\u1ee5 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 kh\u00f4ng \u0111\u1ea3m b\u1ea3o m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed1t cho h\u1ecd. Do \u0111\u00f3, c\u00f3 m\u1ed9t h\u1ec7 th\u1ed1ng CRM gi\u00fap c\u00e1c b\u1ed9 ph\u1eadn\/ ph\u00f2ng ban c\u00f3 th\u1ec3 n\u1eafm b\u1eaft th\u00f4ng tin nhanh, k\u1ecbp th\u1eddi h\u01a1n, t\u1eeb \u0111\u00f3 g\u1eafn k\u1ebft \u0111\u1ed9i ng\u0169 v\u1edbi tinh th\u1ea7n teamwork cao.<\/p>\n

    Ki\u1ec3m tra m\u1ee5c nh\u1eadp d\u1eef li\u1ec7u kh\u00f4ng ch\u00ednh x\u00e1c<\/span><\/strong><\/h3>\n

    S\u1eed d\u1ee5ng d\u1eef li\u1ec7u k\u00e9m ch\u1ea5t l\u01b0\u1ee3ng c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn nh\u1eefng quy\u1ebft \u0111\u1ecbnh sai l\u1ea7m \u0111\u00e1ng lo ng\u1ea1i. \u0110\u1ec3 tr\u00e1nh t\u00ecnh tr\u1ea1ng n\u00e0y, vi\u1ec7c ki\u1ec3m tra t\u00ednh ch\u00ednh x\u00e1c c\u1ee7a d\u1eef li\u1ec7u tr\u01b0\u1edbc khi nh\u1eadp v\u00e0o h\u1ec7 th\u1ed1ng l\u00e0 r\u1ea5t quan tr\u1ecdng. \u00c1p d\u1ee5ng m\u1ed9t quy tr\u00ecnh x\u00e1c th\u1ef1c v\u00e0 t\u00ednh n\u0103ng nh\u1eadp d\u1eef li\u1ec7u t\u1ef1 \u0111\u1ed9ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ng\u0103n ch\u1eb7n lu\u1ed3ng th\u00f4ng tin kh\u00f4ng ch\u00ednh x\u00e1c tr\u01b0\u1edbc khi g\u00e2y r\u1ed1i v\u00e0 g\u00e2y h\u1eadu qu\u1ea3 kh\u00f4n l\u01b0\u1eddng.<\/p>\n

    \n

    7 Ch\u1ee9c n\u0103ng c\u1ee7a h\u1ec7 th\u1ed1ng CRM<\/span><\/strong><\/h2>\n
      \n
    1. Qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng\u00a0<\/li>\n
    2. Qu\u1ea3n l\u00fd d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/li>\n
    3. D\u1ef1 b\u00e1o b\u00e1n h\u00e0ng (doanh thu, doanh s\u1ed1, l\u1ee3i nhu\u1eadn)<\/li>\n
    4. T\u01b0\u01a1ng t\u00e1c m\u1ecdi l\u00fac m\u1ecdi n\u01a1i gi\u1eefa c\u00e1c nh\u00e2n vi\u00ean, b\u1ed9 ph\u1eadn<\/li>\n
    5. G\u1eedi v\u00e0 b\u00e1o c\u00e1o Email<\/li>\n
    6. Chia s\u1ebb t\u01b0 li\u1ec7u, th\u00f4ng tin<\/li>\n
    7. Ph\u00e2n t\u00edch d\u1eef li\u1ec7u d\u1ef1a tr\u00ean b\u00e1o c\u00e1o<\/li>\n<\/ol>\n

      Qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng\u00a0<\/span><\/strong><\/h3>\n

      C\u00f3 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng ch\u1ea5t l\u01b0\u1ee3ng l\u00e0 m\u1ed9t kh\u00eda c\u1ea1nh, vi\u1ec7c theo d\u00f5i v\u00e0 qu\u1ea3n l\u00fd h\u1ecd \u0111\u1ec3 ho\u00e0n t\u1ea5t giao d\u1ecbch l\u1ea1i l\u00e0 m\u1ed9t th\u00e1ch th\u1ee9c kh\u00e1c. H\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM) cung c\u1ea5p cho \u0111\u1ed9i ng\u0169 doanh nghi\u1ec7p m\u1ecdi th\u00f4ng tin c\u1ea7n thi\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng \u0111\u1ec3 chuy\u1ec3n \u0111\u1ed5i h\u1ecd th\u00e0nh kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng, s\u1eb5n s\u00e0ng chi ti\u00eau. V\u1edbi t\u00ednh n\u0103ng t\u1ef1 \u0111\u1ed9ng x\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng d\u1ef1a tr\u00ean nhi\u1ec1u ti\u00eau ch\u00ed kh\u00e1c nhau v\u00e0 nh\u1eadn bi\u1ebft kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng n\u00e0o c\u00f3 c\u01a1 h\u1ed9i chuy\u1ec3n v\u00e0o quy tr\u00ecnh mua h\u00e0ng cao nh\u1ea5t.<\/p>\n

      Qu\u1ea3n l\u00fd d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/span><\/strong><\/h3>\n

      Trong h\u1ec7 th\u1ed1ng CRM, th\u00f4ng tin v\u1ec1 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c thu th\u1eadp, l\u01b0u tr\u1eef v\u00e0 qu\u1ea3n l\u00fd m\u1ed9t c\u00e1ch c\u00f3 t\u1ed5 ch\u1ee9c. Bao g\u1ed3m th\u00f4ng tin c\u00e1 nh\u00e2n c\u1ee7a kh\u00e1ch h\u00e0ng, l\u1ecbch s\u1eed mua h\u00e0ng, t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p, khi\u1ebfu n\u1ea1i, y\u00eau c\u1ea7u b\u1ea3o h\u00e0nh.<\/p>\n

      H\u1ec7 th\u1ed1ng CRM cung c\u1ea5p c\u00e1c t\u00ednh n\u0103ng \u0111\u1ec3 ghi l\u1ea1i v\u00e0 theo d\u00f5i y\u00eau c\u1ea7u, ph\u1ea3n h\u1ed3i v\u00e0 v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng. Cho ph\u00e9p doanh nghi\u1ec7p theo d\u00f5i t\u00ecnh tr\u1ea1ng v\u00e0 ti\u1ebfn tr\u00ecnh gi\u1ea3i quy\u1ebft c\u00e1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 v\u00e0 k\u1ecbp th\u1eddi. Ngo\u00e0i ra, h\u1ec7 th\u1ed1ng CRM c\u0169ng c\u00f3 th\u1ec3 cung c\u1ea5p c\u00e1c t\u00ednh n\u0103ng nh\u01b0 qu\u1ea3n l\u00fd h\u1ee3p \u0111\u1ed3ng d\u1ecbch v\u1ee5, qu\u1ea3n l\u00fd l\u1ecbch h\u1eb9n v\u00e0 g\u1eedi th\u00f4ng b\u00e1o cho kh\u00e1ch h\u00e0ng,… ngay t\u1ea1i h\u1ec7 th\u1ed1ng n\u00e0y m\u00e0 kh\u00f4ng c\u1ea7n ph\u1ea3i di chuy\u1ec3n qua nhi\u1ec1u ph\u1ea7n m\u1ec1m ph\u1ee9c t\u1ea1p.<\/p>\n

      D\u1ef1 b\u00e1o b\u00e1n h\u00e0ng (doanh thu, doanh s\u1ed1, l\u1ee3i nhu\u1eadn)<\/span><\/strong><\/h3>\n

      B\u00e1o c\u00e1o v\u1ec1 doanh thu, doanh s\u1ed1 v\u00e0 t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i cung c\u1ea5p cho nh\u00e2n vi\u00ean kinh doanh c\u00e1i nh\u00ecn t\u1ed5ng quan v\u1ec1 hi\u1ec7u qu\u1ea3 b\u00e1n h\u00e0ng c\u1ee7a h\u1ecd, nh\u01b0 t\u00ecnh h\u00ecnh \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau trong th\u00e1ng v\u00e0 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 qua t\u1eebng giai \u0111o\u1ea1n trong quy tr\u00ecnh b\u00e1n h\u00e0ng. \u0110\u1eb7c bi\u1ec7t, ch\u1ee9c n\u0103ng d\u1ef1 b\u00e1o b\u00e1n h\u00e0ng c\u1ee7a CRM gi\u00fap nh\u00e2n vi\u00ean x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng nh\u1ea5t, t\u1eeb \u0111\u00f3 ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c hi\u1ec7u qu\u1ea3. Ngo\u00e0i ra, c\u00e1c b\u00e1o c\u00e1o n\u00e0y c\u00f2n h\u1ed7 tr\u1ee3 nh\u00e0 qu\u1ea3n l\u00fd b\u1ed9 ph\u1eadn kinh doanh \u0111\u1ec3 cung c\u1ea5p s\u1ef1 h\u1ed7 tr\u1ee3, th\u00fac \u0111\u1ea9y, qu\u1ea3n l\u00fd nh\u00e2n vi\u00ean m\u1ed9t c\u00e1ch k\u1ecbp th\u1eddi v\u00e0 hi\u1ec7u qu\u1ea3.<\/p>\n

      T\u01b0\u01a1ng t\u00e1c m\u1ecdi l\u00fac m\u1ecdi n\u01a1i gi\u1eefa c\u00e1c nh\u00e2n vi\u00ean, b\u1ed9 ph\u1eadn<\/span><\/strong><\/h3>\n

      Ch\u1ee9c n\u0103ng t\u01b0\u01a1ng t\u00e1c m\u1ecdi l\u00fac m\u1ecdi n\u01a1i cho ph\u00e9p c\u00e1c nh\u00e2n vi\u00ean truy c\u1eadp v\u00e0o h\u1ec7 th\u1ed1ng CRM t\u1eeb b\u1ea5t k\u1ef3 \u0111\u1ecba \u0111i\u1ec3m n\u00e0o v\u00e0 b\u1ea5t k\u1ef3 thi\u1ebft b\u1ecb n\u00e0o c\u00f3 k\u1ebft n\u1ed1i internet. Gi\u00fap h\u1ecd trao \u0111\u1ed5i th\u00f4ng tin, chia s\u1ebb d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, ghi ch\u00fa, l\u1ecbch tr\u00ecnh l\u00e0m vi\u1ec7c v\u00e0 c\u00e1c ho\u1ea1t \u0111\u1ed9ng li\u00ean quan \u0111\u1ebfn kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch thu\u1eadn ti\u1ec7n v\u00e0 hi\u1ec7u qu\u1ea3.<\/p>\n

      Ch\u1ee9c n\u0103ng n\u00e0y th\u01b0\u1eddng \u0111\u01b0\u1ee3c cung c\u1ea5p th\u00f4ng qua c\u00e1c \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng (mobile apps) ho\u1eb7c giao di\u1ec7n web d\u1ef1a tr\u00ean tr\u00ecnh duy\u1ec7t (browser-based interface). \u0110\u1ed9i ng\u0169 nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng c\u00e1c thi\u1ebft b\u1ecb di \u0111\u1ed9ng nh\u01b0 \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh ho\u1eb7c m\u00e1y t\u00ednh b\u1ea3ng \u0111\u1ec3 truy c\u1eadp v\u00e0o h\u1ec7 th\u1ed1ng CRM v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c t\u00e1c v\u1ee5 li\u00ean quan \u0111\u1ebfn kh\u00e1ch h\u00e0ng ngay c\u1ea3 khi kh\u00f4ng c\u00f3 truy c\u1eadp m\u00e1y t\u00ednh c\u00e1 nh\u00e2n.<\/p>\n

      G\u1eedi v\u00e0 b\u00e1o c\u00e1o Email<\/span><\/strong><\/h3>\n

      H\u1ec7 th\u1ed1ng CRM cung c\u1ea5p cho ng\u01b0\u1eddi d\u00f9ng kh\u1ea3 n\u0103ng g\u1eedi email theo k\u1ecbch b\u1ea3n t\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 nh\u1eadn \u0111\u01b0\u1ee3c b\u00e1o c\u00e1o chi ti\u1ebft v\u1ec1 t\u1ec9 l\u1ec7 m\u1edf, t\u1ec9 l\u1ec7 click v\u00e0 c\u00e1c th\u1ed1ng k\u00ea kh\u00e1c c\u1ee7a ng\u01b0\u1eddi nh\u1eadn. T\u1eeb \u0111\u00f3 gi\u00fap doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 quan t\u00e2m v\u00e0 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c chi\u1ebfn d\u1ecbch Email, c\u00f3 nh\u1eefng \u0111i\u1ec1u ch\u1ec9nh n\u1ed9i dung ho\u1eb7c x\u00e1c \u0111\u1ecbnh c\u00e1c ph\u01b0\u01a1ng th\u1ee9c t\u01b0\u01a1ng t\u00e1c kh\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 h\u01a1n.<\/p>\n

      T\u00ednh n\u0103ng c\u1ee7a CRM cho ph\u00e9p doanh nghi\u1ec7p t\u1ef1 \u0111\u1ed9ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng th\u00f4ng qua email ho\u1eb7c remarketing tr\u00ean c\u00e1c n\u1ec1n t\u1ea3ng m\u1ea1ng x\u00e3 h\u1ed9i, d\u1ef1a tr\u00ean nh\u1eefng “k\u1ecbch b\u1ea3n” \u0111\u00e3 \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp s\u1eb5n. Ch\u1eb3ng h\u1ea1n nh\u01b0 thi\u1ebft l\u1eadp c\u00e1c email t\u1ef1 \u0111\u1ed9ng v\u1ec1 \u01b0u \u0111\u00e3i\/ khuy\u1ebfn m\u1ea1i tr\u00ean h\u1ec7 th\u1ed1ng CRM ngay khi kh\u00e1ch h\u00e0ng th\u00eam s\u1ea3n ph\u1ea9m v\u00e0o gi\u1ecf h\u00e0ng nh\u01b0ng r\u1eddi \u0111i m\u00e0 ch\u01b0a thanh to\u00e1n.<\/p>\n

      Ngo\u00e0i ra, m\u1ed9t s\u1ed1 h\u1ec7 th\u1ed1ng CRM c\u00f2n cung c\u1ea5p ch\u1ee9c n\u0103ng quan s\u00e1t h\u00e0nh vi c\u1ee7a c\u00e1c nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng c\u1ee5 th\u1ec3 \u0111\u1ec3 thi\u1ebft l\u1eadp chu\u1ed7i email t\u01b0\u01a1ng \u1ee9ng, cung c\u1ea5p xu h\u01b0\u1edbng, g\u1ee3i \u00fd ho\u1eb7c tr\u1ea3 l\u1eddi nh\u1eefng c\u00e2u h\u1ecfi m\u00e0 kh\u00e1ch h\u00e0ng quan t\u00e2m.<\/p>\n

      Chia s\u1ebb t\u01b0 li\u1ec7u, th\u00f4ng tin<\/span><\/strong><\/h3>\n

      Ch\u1ee9c n\u0103ng chia s\u1ebb t\u01b0 li\u1ec7u v\u00e0 th\u00f4ng tin trong CRM gi\u00fap \u0111\u1ea3m b\u1ea3o m\u1ecdi ng\u01b0\u1eddi trong t\u1ed5 ch\u1ee9c \u0111\u1ec1u c\u00f3 quy\u1ec1n truy c\u1eadp v\u00e0o th\u00f4ng tin m\u1edbi nh\u1ea5t v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 t\u00ecnh h\u00ecnh kinh doanh. Gi\u00fap c\u1ea3i thi\u1ec7n hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c v\u00e0 kh\u1ea3 n\u0103ng h\u1ee3p t\u00e1c trong t\u1ed5 ch\u1ee9c, \u0111\u1ed3ng th\u1eddi gi\u1ea3m thi\u1ec3u vi\u1ec7c tr\u00f9ng l\u1eb7p th\u00f4ng tin v\u00e0 ti\u1ebft ki\u1ec7m th\u1eddi gian. B\u00ean c\u1ea1nh \u0111\u00f3, CRM c\u0169ng c\u00f3 t\u00ednh n\u0103ng ph\u00e2n quy\u1ec1n, gi\u1edbi h\u1ea1n quy\u1ec1n truy c\u1eadp c\u1ee7a m\u1ed9t s\u1ed1 ng\u01b0\u1eddi d\u00f9ng nh\u1ea5t \u0111\u1ecbnh, \u0111i\u1ec1u n\u00e0y tr\u00e1nh \u0111\u01b0\u1ee3c vi\u1ec7c sao ch\u00e9p, \u0111\u00e1nh c\u1eafp th\u00f4ng tin, \u0111\u1ea3m b\u1ea3o d\u1eef li\u1ec7u lu\u00f4n \u0111\u01b0\u1ee3c ki\u1ec3m so\u00e1t m\u1ed9t c\u00e1ch ch\u1eb7t ch\u1ebd.<\/p>\n

      Ph\u00e2n t\u00edch d\u1eef li\u1ec7u d\u1ef1a tr\u00ean b\u00e1o c\u00e1o<\/span><\/strong><\/h3>\n

      Tr\u00ean b\u1ea3ng \u0111i\u1ec1u khi\u1ec3n (Dashboard) c\u1ee7a h\u1ec7 th\u1ed1ng CRM, ng\u01b0\u1eddi d\u00f9ng c\u00f3 th\u1ec3 truy c\u1eadp v\u00e0o c\u00e1c m\u00e0n h\u00ecnh b\u00e1o c\u00e1o kinh doanh, hi\u1ec3n th\u1ecb th\u00f4ng qua bi\u1ec3u \u0111\u1ed3 tr\u1ef1c quan. Nh\u1eefng b\u00e1o c\u00e1o n\u00e0y cung c\u1ea5p c\u00e1i nh\u00ecn t\u1ed5ng quan v\u1ec1 t\u00ecnh h\u00ecnh kinh doanh, cho ph\u00e9p nh\u00e0 qu\u1ea3n l\u00fd ph\u00e2n t\u00edch v\u00e0 \u0111\u1ecbnh h\u01b0\u1edbng k\u1ebf ho\u1ea1ch kinh doanh ti\u1ebfp theo.<\/p>\n

      Ngo\u00e0i c\u00e1c ch\u1ee9c n\u0103ng c\u01a1 b\u1ea3n tr\u00ean, c\u00e1c h\u1ec7 th\u1ed1ng CRM hi\u1ec7n \u0111\u1ea1i kh\u00f4ng ng\u1eebng \u0111\u01b0\u1ee3c c\u1ea3i ti\u1ebfn v\u00e0 n\u00e2ng c\u1ea5p v\u1edbi nhi\u1ec1u t\u00ednh n\u0103ng v\u00e0 c\u00f4ng ngh\u1ec7 m\u1edbi, nh\u1eb1m h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p trong qu\u1ea3n l\u00fd to\u00e0n di\u1ec7n v\u1ec1 quan h\u1ec7 kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c ho\u1ea1t \u0111\u1ed9ng kinh doanh, b\u00e1n h\u00e0ng kh\u00e1c.<\/p>\n

      \n

      C\u00e1c lo\u1ea1i h\u1ec7 th\u1ed1ng CRM ph\u1ed5 bi\u1ebfn<\/span><\/strong><\/h2>\n
        \n
      1. CRM n\u1ec1n t\u1ea3ng \u0111\u00e1m m\u00e2y<\/li>\n
      2. CRM theo ng\u00e0nh<\/li>\n
      3. CRM to\u00e0n di\u1ec7n<\/li>\n<\/ol>\n

        CRM n\u1ec1n t\u1ea3ng \u0111\u00e1m m\u00e2y<\/span><\/strong><\/h3>\n

        CRM n\u1ec1n t\u1ea3ng \u0111\u00e1m m\u00e2y (Cloud-based CRM) l\u00e0 m\u1ed9t h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (Customer Relationship Management) \u0111\u01b0\u1ee3c tri\u1ec3n khai v\u00e0 ho\u1ea1t \u0111\u1ed9ng tr\u00ean m\u00f4i tr\u01b0\u1eddng \u0111\u00e1m m\u00e2y. Thay v\u00ec c\u00e0i \u0111\u1eb7t v\u00e0 v\u1eadn h\u00e0nh tr\u00ean c\u00e1c m\u00e1y ch\u1ee7 n\u1ed9i b\u1ed9 c\u1ee7a t\u1ed5 ch\u1ee9c, CRM n\u1ec1n t\u1ea3ng \u0111\u00e1m m\u00e2y \u0111\u01b0\u1ee3c cung c\u1ea5p d\u01b0\u1edbi d\u1ea1ng d\u1ecbch v\u1ee5 (SaaS – Software as a Service) th\u00f4ng qua internet.<\/p>\n

        CRM n\u1ec1n t\u1ea3ng \u0111\u00e1m m\u00e2y cho ph\u00e9p c\u00e1c doanh nghi\u1ec7p l\u01b0u tr\u1eef, qu\u1ea3n l\u00fd v\u00e0 truy c\u1eadp th\u00f4ng tin kh\u00e1ch h\u00e0ng t\u1eeb b\u1ea5t k\u1ef3 \u0111\u00e2u, th\u00f4ng qua c\u00e1c thi\u1ebft b\u1ecb c\u00f3 k\u1ebft n\u1ed1i internet. C\u00e1c d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c, th\u00f4ng tin li\u00ean l\u1ea1c v\u00e0 c\u00e1c ho\u1ea1t \u0111\u1ed9ng kinh doanh kh\u00e1c \u0111\u01b0\u1ee3c t\u1ed5 ch\u1ee9c m\u1ed9t c\u00e1ch c\u1ea5u tr\u00fac v\u00e0 d\u1ec5 d\u00e0ng truy xu\u1ea5t.<\/p>\n

        CRM theo ng\u00e0nh<\/span><\/strong><\/h3>\n

        CRM theo ng\u00e0nh l\u00e0 vi\u1ec7c \u00e1p d\u1ee5ng c\u00e1c nguy\u00ean t\u1eafc v\u00e0 ph\u01b0\u01a1ng ph\u00e1p c\u1ee7a qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM) v\u00e0o m\u1ed9t ng\u00e0nh c\u1ee5 th\u1ec3. CRM theo ng\u00e0nh gi\u00fap c\u00e1c doanh nghi\u1ec7p trong ng\u00e0nh \u0111\u00f3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh, t\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, t\u0103ng doanh s\u1ed1 v\u00e0 l\u1ee3i nhu\u1eadn.<\/p>\n

        M\u1ed7i ng\u00e0nh c\u00f3 nh\u1eefng \u0111\u1eb7c th\u00f9 ri\u00eang v\u1ec1 nhu c\u1ea7u, h\u00e0nh vi v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng. V\u00ec v\u1eady, CRM theo ng\u00e0nh c\u1ea7n \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf v\u00e0 tri\u1ec3n khai ph\u00f9 h\u1ee3p v\u1edbi \u0111\u1eb7c th\u00f9 c\u1ee7a t\u1eebng ng\u00e0nh \u0111\u00f3.<\/p>\n

        CRM to\u00e0n di\u1ec7n<\/span><\/strong><\/h3>\n

        Lo\u1ea1i h\u00ecnh CRM to\u00e0n di\u1ec7n l\u00e0 m\u1ed9t h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng t\u00edch h\u1ee3p nhi\u1ec1u ch\u1ee9c n\u0103ng v\u00e0 c\u00f4ng c\u1ee5 kh\u00e1c nhau \u0111\u1ec3 h\u1ed7 tr\u1ee3 c\u00e1c ho\u1ea1t \u0111\u1ed9ng qu\u1ea3n l\u00fd v\u00e0 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch to\u00e0n di\u1ec7n.<\/p>\n

        CRM to\u00e0n di\u1ec7n th\u01b0\u1eddng bao g\u1ed3m c\u00e1c t\u00ednh n\u0103ng c\u01a1 b\u1ea3n c\u1ee7a m\u1ed9t h\u1ec7 th\u1ed1ng CRM, nh\u01b0 qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng, qu\u1ea3n l\u00fd t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng, l\u1ecbch s\u1eed giao d\u1ecbch v\u00e0 t\u01b0\u01a1ng t\u00e1c, qu\u1ea3n l\u00fd Marketing v\u00e0 b\u00e1n h\u00e0ng, h\u1ed7 tr\u1ee3, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Ngo\u00e0i ra, n\u00f3 c\u00f3 th\u1ec3 t\u00edch h\u1ee3p c\u00e1c ch\u1ee9c n\u0103ng m\u1edf r\u1ed9ng kh\u00e1c, nh\u01b0 qu\u1ea3n l\u00fd d\u1ef1 \u00e1n, qu\u1ea3n l\u00fd h\u1ee3p \u0111\u1ed3ng, qu\u1ea3n l\u00fd doanh thu, qu\u1ea3n l\u00fd kho, ph\u00e2n t\u00edch d\u1eef li\u1ec7u v\u00e0 b\u00e1o c\u00e1o, t\u00edch h\u1ee3p v\u1edbi c\u00e1c k\u00eanh t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng (v\u00ed d\u1ee5: email, \u0111i\u1ec7n tho\u1ea1i, trang web, m\u1ea1ng x\u00e3 h\u1ed9i), v\u00e0 t\u00edch h\u1ee3p v\u1edbi c\u00e1c h\u1ec7 th\u1ed1ng kh\u00e1c trong t\u1ed5 ch\u1ee9c (v\u00ed d\u1ee5: h\u1ec7 th\u1ed1ng ERP, h\u1ec7 th\u1ed1ng t\u00e0i ch\u00ednh).<\/p>\n

        CRM to\u00e0n di\u1ec7n nh\u1eb1m cung c\u1ea5p m\u1ed9t n\u1ec1n t\u1ea3ng \u0111\u00e1ng tin c\u1eady \u0111\u1ec3 qu\u1ea3n l\u00fd m\u1ecdi kh\u00eda c\u1ea1nh c\u1ee7a m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng v\u00e0 t\u1ed1i \u01b0u h\u00f3a t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. Lo\u1ea1i h\u00ecnh n\u00e0y gi\u00fap t\u1ed5 ch\u1ee9c n\u1eafm b\u1eaft th\u00f4ng tin quan tr\u1ecdng v\u1ec1 kh\u00e1ch h\u00e0ng, t\u0103ng c\u01b0\u1eddng hi\u1ec7u su\u1ea5t Marketing v\u00e0 b\u00e1n h\u00e0ng, c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, t\u1ea1o ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c kinh doanh d\u1ef1a tr\u00ean c\u01a1 s\u1edf ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u00e1ng tin c\u1eady.<\/p>\n

        \n

        Vai tr\u00f2 c\u1ee7a CRM \u0111\u1ed1i v\u1edbi c\u00e1c lo\u1ea1i h\u00ecnh doanh nghi\u1ec7p<\/span><\/strong><\/h2>\n
          \n
        1. B2B<\/li>\n
        2. B2C<\/li>\n
        3. Doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf<\/li>\n
        4. Doanh nghi\u1ec7p l\u1edbn<\/li>\n<\/ol>\n

          B2B<\/span><\/strong><\/h3>\n

          C\u00e1c c\u00f4ng ty B2B c\u00f3 th\u1ec3 t\u1eadn d\u1ee5ng t\u1ed1i \u0111a CRM kinh doanh t\u1ea1i ch\u1ed7 \u0111\u1ec3 qu\u1ea3n l\u00fd th\u00f4ng tin li\u00ean h\u1ec7 v\u00e0 c\u1eadp nh\u1eadt giao d\u1ecbch kinh doanh, thanh to\u00e1n v\u00e0 b\u00e1o c\u00e1o. Ph\u1ea7n m\u1ec1m n\u00e0y cung c\u1ea5p m\u1ed9t n\u1ec1n t\u1ea3ng th\u1ed1ng nh\u1ea5t \u0111\u1ec3 \u0111\u1ed3ng b\u1ed9 h\u00f3a c\u00e1c \u0111\u1ed1i t\u00e1c, nh\u00e0 cung c\u1ea5p v\u00e0 c\u00e1c b\u00ean li\u00ean quan kh\u00e1c trong qu\u00e1 tr\u00ecnh kinh doanh.<\/p>\n

          B2C<\/span><\/strong><\/h3>\n

          C\u00e1c doanh nghi\u1ec7p B2C th\u01b0\u1eddng c\u00f3 v\u00f2ng \u0111\u1eddi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng ng\u1eafn h\u01a1n, v\u00ec v\u1eady h\u1ecd th\u01b0\u1eddng \u0111\u00f2i h\u1ecfi c\u00e1c gi\u1ea3i ph\u00e1p tr\u1ef1c ti\u1ebfp v\u00e0 nhanh g\u1ecdn h\u01a1n. M\u1ed9t c\u00f4ng c\u1ee5 CRM \u0111a k\u00eanh c\u00f3 c\u00e1c t\u00ednh n\u0103ng nh\u01b0 qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, g\u1eedi kh\u1ea3o s\u00e1t ngay l\u1eadp t\u1ee9c, t\u1ef1 \u0111\u1ed9ng h\u00f3a Marketing,… c\u00f3 th\u1ec3 gi\u00fap c\u00e1c doanh nghi\u1ec7p B2C ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng v\u00e0 nhanh ch\u00f3ng h\u01a1n.<\/p>\n

          Doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf<\/span><\/strong><\/h3>\n

          M\u1ed9t quan \u0111i\u1ec3m sai l\u1ea7m l\u00e0 cho r\u1eb1ng vi\u1ec7c tri\u1ec3n khai h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM) tr\u00ean n\u1ec1n t\u1ea3ng \u0111i\u1ec7n to\u00e1n \u0111\u00e1m m\u00e2y l\u00e0 qu\u00e1 t\u1ed1n k\u00e9m v\u00e0 ph\u1ee9c t\u1ea1p \u0111\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p SME. Th\u1ef1c t\u1ebf l\u00e0 h\u1ecd lu\u00f4n c\u00f3 th\u1ec3 kh\u1edfi \u0111\u1ea7u vi\u1ec7c s\u1eed d\u1ee5ng CRM th\u00f4ng qua c\u00e1c h\u1ec7 th\u1ed1ng mi\u1ec5n ph\u00ed. CRM l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 c\u00f4ng ngh\u1ec7 tuy\u1ec7t v\u1eddi, v\u00e0 h\u1ec7 th\u1ed1ng d\u00e0nh ri\u00eang cho c\u00e1c doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf mang l\u1ea1i m\u1ed9t m\u00f4i tr\u01b0\u1eddng kinh doanh c\u00f4ng b\u1eb1ng v\u00e0 kh\u1ea3 n\u0103ng c\u1ea1nh tranh v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 l\u1edbn h\u01a1n trong c\u00f9ng l\u0129nh v\u1ef1c.<\/p>\n

          Doanh nghi\u1ec7p l\u1edbn<\/span><\/strong><\/h3>\n

          V\u1edbi nh\u1eefng t\u00ednh n\u0103ng ti\u00ean ti\u1ebfn c\u1ee7a CRM nh\u01b0 qu\u1ea3n l\u00fd quy tr\u00ecnh l\u00e0m vi\u1ec7c, ph\u00e2n t\u00edch \u0111a chi\u1ec1u, qu\u1ea3n l\u00fd khu v\u1ef1c, t\u1ef1 \u0111\u1ed9ng h\u00f3a kinh doanh v\u00e0 Marketing, h\u1ec7 th\u1ed1ng CRM d\u00e0nh cho doanh nghi\u1ec7p c\u00f3 th\u1ec3 gi\u00fap nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng ti\u1ebft ki\u1ec7m th\u1eddi gian cho c\u00e1c c\u00f4ng vi\u1ec7c h\u00e0ng ng\u00e0y \u0111\u01a1n \u0111i\u1ec7u v\u00e0 cho ph\u00e9p h\u1ecd c\u00f3 nhi\u1ec1u th\u1eddi gian h\u01a1n \u0111\u1ec3 t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ed3ng b\u1ed9 c\u00e1c ho\u1ea1t \u0111\u1ed9ng tr\u00ean c\u00e1c \u0111\u1ecba \u0111i\u1ec3m kh\u00e1c nhau.<\/p>\n

          \n

          Vai tr\u00f2 c\u1ee7a CRM trong c\u00e1c chi\u1ebfn d\u1ecbch Marketing<\/span><\/strong><\/h2>\n
            \n
          1. Khai th\u00e1c c\u00e1c kh\u00e1ch h\u00e0ng ch\u01b0a chuy\u1ec3n \u0111\u1ed5i<\/li>\n
          2. T\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng<\/li>\n
          3. Ti\u1ebft ki\u1ec7m chi ph\u00ed Marketing<\/li>\n
          4. \u0110i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb h\u1ee3p l\u00fd\u00a0<\/li>\n
          5. X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m ch\u1ea1m trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/li>\n<\/ol>\n

            Khai th\u00e1c c\u00e1c kh\u00e1ch h\u00e0ng ch\u01b0a chuy\u1ec3n \u0111\u1ed5i<\/span><\/strong><\/h3>\n

            CRM gi\u00fap doanh nghi\u1ec7p l\u01b0u tr\u1eef v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch khoa h\u1ecdc, hi\u1ec7u qu\u1ea3. D\u1ef1a v\u00e0o nh\u1eefng d\u1eef li\u1ec7u n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nhu c\u1ea7u, mong mu\u1ed1n, h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 t\u1ea1o ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp c\u1eadn m\u1ed9t c\u00e1ch c\u00e1 nh\u00e2n h\u00f3a. \u0110\u1ed9i ng\u0169 Marketing c\u00f3 th\u1ec3 ti\u1ebfp c\u1eadn s\u00e2u h\u01a1n \u0111\u1ed1i v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng \u0111\u00e3 c\u00f3 h\u00e0nh vi t\u01b0\u01a1ng t\u00e1c nh\u01b0ng ch\u01b0a mua h\u00e0ng, nh\u1eb1m c\u00f3 c\u00e1c chi\u1ebfn d\u1ecbch Marketing ph\u00f9 h\u1ee3p nh\u1ea5t \u0111\u1ec3 th\u00fac \u0111\u1ea9y h\u00e0nh vi mua h\u00e0ng c\u1ee7a h\u1ecd.<\/p>\n

            T\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng<\/span><\/strong><\/h3>\n

            CRM gi\u00fap doanh nghi\u1ec7p ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng theo c\u00e1c ti\u00eau ch\u00ed kh\u00e1c nhau, ch\u1eb3ng h\u1ea1n nh\u01b0 m\u1ee9c \u0111\u1ed9 quan t\u00e2m, kh\u1ea3 n\u0103ng chi tr\u1ea3,… \u0110i\u1ec1u n\u00e0y gi\u00fap doanh nghi\u1ec7p t\u1eadp trung v\u00e0o nh\u1eefng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng c\u00f3 kh\u1ea3 n\u0103ng chuy\u1ec3n \u0111\u1ed5i cao nh\u1ea5t.<\/p>\n

            Ti\u1ebft ki\u1ec7m chi ph\u00ed Marketing<\/span><\/strong><\/h3>\n

            CRM cho ph\u00e9p l\u01b0u tr\u1eef th\u00f4ng tin kh\u00e1ch h\u00e0ng, l\u1ecbch s\u1eed mua h\u00e0ng v\u00e0 t\u01b0\u01a1ng t\u00e1c tr\u01b0\u1edbc \u0111\u00e2y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh v\u00e0 ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng d\u1ef1a tr\u00ean th\u00f4ng tin \u0111\u00f3. Thay v\u00ec ti\u1ebfp c\u1eadn t\u1ea5t c\u1ea3 m\u1ecdi ng\u01b0\u1eddi, \u0111\u1ed9i ng\u0169 ti\u1ebfp th\u1ecb c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o nh\u00f3m kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng cao \u0111\u1ec3 ti\u1ebfp c\u1eadn. Gi\u00fap ti\u1ebft ki\u1ec7m th\u1eddi gian, n\u1ed7 l\u1ef1c v\u00e0 ngu\u1ed3n l\u1ef1c trong vi\u1ec7c ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau.<\/p>\n

            \u0110i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb h\u1ee3p l\u00fd\u00a0<\/span><\/strong><\/h3>\n

            H\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM) \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c t\u1ed1i \u01b0u h\u00f3a chi\u1ebfn d\u1ecbch Marketing c\u1ee7a doanh nghi\u1ec7p. B\u1eb1ng c\u00e1ch cung c\u1ea5p c\u01a1 s\u1edf d\u1eef li\u1ec7u v\u00e0 th\u00f4ng tin chi ti\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng, CRM gi\u00fap c\u00f4ng ty hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 t\u1eebng c\u00e1 nh\u00e2n v\u00e0 nhu c\u1ea7u c\u1ee7a h\u1ecd. D\u1ef1a tr\u00ean nh\u1eefng th\u00f4ng tin n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea1o ra n\u1ed9i dung Marketing ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng c\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap doanh nghi\u1ec7p t\u0103ng doanh s\u1ed1 m\u00e0 c\u00f2n x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

            X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m ch\u1ea1m trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/span><\/strong><\/h3>\n

            Doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c c\u00e1c \u0111i\u1ec3m ch\u1ea1m (touchpoints) quan tr\u1ecdng trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c d\u1eef li\u1ec7u trong CRM. \u0110i\u1ec3m ch\u1ea1m l\u00e0 nh\u1eefng \u0111i\u1ec3m m\u00e0 kh\u00e1ch h\u00e0ng ti\u1ebfp x\u00fac v\u1edbi doanh nghi\u1ec7p, bao g\u1ed3m c\u00e1c cu\u1ed9c g\u1ecdi \u0111i\u1ec7n tho\u1ea1i, email, t\u01b0\u01a1ng t\u00e1c tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, truy c\u1eadp trang web, mua h\u00e0ng, d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 sau b\u00e1n h\u00e0ng,…<\/p>\n

            B\u1eb1ng c\u00e1ch ghi l\u1ea1i v\u00e0 ph\u00e2n t\u00edch c\u00e1c \u0111i\u1ec3m ch\u1ea1m n\u00e0y trong h\u1ec7 th\u1ed1ng CRM, doanh nghi\u1ec7p c\u00f3 th\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng, nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ea1i t\u1eebng giai \u0111o\u1ea1n trong qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c. T\u1eeb \u0111\u00f3 c\u00f3 th\u1ec3 t\u1ea1o ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p,n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng c\u01b0\u1eddng quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

            H\u01a1n n\u1eefa, h\u1ec7 th\u1ed1ng CRM c\u00f2n gi\u00fap theo d\u00f5i v\u00e0 \u0111o l\u01b0\u1eddng hi\u1ec7u su\u1ea5t c\u1ee7a c\u00e1c \u0111i\u1ec3m ch\u1ea1m trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c ho\u1ea1t \u0111\u1ed9ng Marketing, t\u01b0\u01a1ng t\u00e1c kh\u00e1c nhau, gi\u00fap t\u1ed1i \u01b0u h\u00f3a ngu\u1ed3n l\u1ef1c v\u00e0 t\u0103ng c\u01b0\u1eddng hi\u1ec7u su\u1ea5t kinh doanh.<\/p>\n

            \n

            Quy tr\u00ecnh ho\u1ea1t \u0111\u1ed9ng c\u1ee7a h\u1ec7 th\u1ed1ng CRM<\/span><\/strong><\/h2>\n

            Quy tr\u00ecnh ho\u1ea1t \u0111\u1ed9ng c\u1ee7a h\u1ec7 th\u1ed1ng CRM l\u00e0 m\u1ed9t v\u00f2ng tr\u00f2n kh\u00e9p k\u00edn, b\u1eaft \u0111\u1ea7u t\u1eeb vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 k\u1ebft th\u00fac b\u1eb1ng vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i. C\u00e1c b\u01b0\u1edbc ch\u00ednh c\u1ee7a quy tr\u00ecnh n\u00e0y bao g\u1ed3m:<\/p>\n

              \n
            1. B\u01b0\u1edbc 1: T\u01b0 v\u1ea5n b\u00e1n h\u00e0ng (CRM Sales)<\/li>\n
            2. B\u01b0\u1edbc 2: Truy\u1ec1n th\u00f4ng (Customer Relationship Management Marketing)<\/li>\n
            3. B\u01b0\u1edbc 3: D\u1ecbch v\u1ee5 sau b\u00e1n (CRM Services)<\/li>\n
            4. B\u01b0\u1edbc 4: Ph\u00e2n t\u00edch t\u1eadp kh\u00e1ch h\u00e0ng (CRM Analysis)<\/li>\n
            5. B\u01b0\u1edbc 5: T\u0103ng c\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Loyalty)<\/li>\n<\/ol>\n

              B\u01b0\u1edbc 1: T\u01b0 v\u1ea5n b\u00e1n h\u00e0ng (CRM Sales)<\/span><\/strong><\/h3>\n

              \u0110\u00e2y l\u00e0 b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean c\u1ee7a quy tr\u00ecnh CRM, trong \u0111\u00f3 \u0111\u1ed9i ng\u0169 sales s\u1ebd t\u00ecm ki\u1ebfm v\u00e0 ti\u1ebfp c\u1eadn nh\u1eefng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng c\u00f3 nhu c\u1ea7u v\u1ec1 s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. Bao g\u1ed3m c\u00e1c c\u00f4ng vi\u1ec7c nh\u01b0 g\u1eedi email, telesales, b\u00e1o gi\u00e1, k\u00fd h\u1ee3p \u0111\u1ed3ng, giao d\u1ecbch, b\u00e1o c\u00e1o c\u00f4ng n\u1ee3,…<\/p>\n

              Trong vai tr\u00f2 n\u00e0y, Sales l\u00e0 nh\u00e2n vi\u00ean ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 ho\u1ea1t \u0111\u1ed9ng b\u00e1n h\u00e0ng. Nhi\u1ec7m v\u1ee5 ch\u00ednh c\u1ee7a Sales l\u00e0 li\u00ean t\u1ee5c t\u00ecm ki\u1ebfm c\u00e1c c\u01a1 h\u1ed9i kinh doanh (Opportunity\/deal) th\u00f4ng qua vi\u1ec7c t\u00ecm \u0111\u1ea7u m\u1ed1i (Lead), ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng (Contact) v\u00e0 th\u00fac \u0111\u1ea9y qu\u00e1 tr\u00ecnh k\u00fd k\u1ebft h\u1ee3p \u0111\u1ed3ng.<\/p>\n

              Sau khi h\u1ee3p \u0111\u1ed3ng \u0111\u01b0\u1ee3c k\u00fd k\u1ebft, l\u00fac n\u00e0y Account Manager \u0111\u1ea3m nh\u1eadn vi\u1ec7c x\u00e2y d\u1ef1ng k\u1ebf ho\u1ea1ch, tri\u1ec3n khai, th\u1ef1c hi\u1ec7n v\u00e0 t\u01b0 v\u1ea5n cho kh\u00e1ch h\u00e0ng. H\u1ecd c\u0169ng ch\u1ecbu tr\u00e1ch nhi\u1ec7m thu ti\u1ec1n v\u00e0 \u0111\u00f2i n\u1ee3. Do \u0111\u00f3, Account Manager th\u01b0\u1eddng ch\u1ec9 qu\u1ea3n l\u00fd m\u1ed9t s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng v\u1eeba ph\u1ea3i, t\u1eadp trung v\u00e0o vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 th\u00e2n thi\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 li\u00ean t\u1ee5c t\u00ecm ki\u1ebfm c\u00e1c c\u01a1 h\u1ed9i kinh doanh m\u1edbi.<\/p>\n

              B\u01b0\u1edbc 2: Truy\u1ec1n th\u00f4ng (Customer Relationship Management Marketing)<\/span><\/strong><\/h3>\n

              Truy\u1ec1n th\u00f4ng CRM gi\u00fap doanh nghi\u1ec7p thu th\u1eadp th\u00f4ng tin v\u1ec1 kh\u00e1ch h\u00e0ng, bao g\u1ed3m d\u1eef li\u1ec7u nh\u00e2n kh\u1ea9u h\u1ecdc, h\u00e0nh vi mua s\u1eafm, s\u1edf th\u00edch, m\u1ed1i quan t\u00e2m,… Th\u00f4ng tin n\u00e0y \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng, x\u00e1c \u0111\u1ecbnh nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a h\u1ecd, v\u00e0 t\u1eeb \u0111\u00f3 x\u00e2y d\u1ef1ng c\u00e1c chi\u1ebfn l\u01b0\u1ee3c truy\u1ec1n th\u00f4ng ph\u00f9 h\u1ee3p.<\/p>\n

              C\u00e1c ph\u1ea7n m\u1ec1m CRM \u0111\u1ea3m b\u1ea3o t\u00ednh c\u1eadp nh\u1eadt v\u00e0 \u0111\u1ed9 ch\u00ednh x\u00e1c cao trong vi\u1ec7c ph\u1ea3n h\u1ed3i \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng, \u0111\u1ed3ng th\u1eddi gi\u1ea3m thi\u1ec3u c\u00e1c cu\u1ed9c g\u1ecdi kh\u00f4ng c\u1ea7n thi\u1ebft th\u00f4ng qua quy tr\u00ecnh \u0111\u01a1n gi\u1ea3n v\u00e0 hi\u1ec7u qu\u1ea3. Vi\u1ec7c s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m n\u00e0y gi\u00fap nh\u00e2n vi\u00ean Marketing khai th\u00e1c t\u1ed1i \u0111a s\u1ef1 s\u00e1ng t\u1ea1o v\u00e0 n\u00e2ng cao kh\u1ea3 n\u0103ng ph\u00e2n t\u00edch th\u00f4ng tin. \u0110\u1ed3ng th\u1eddi, nh\u00f3m Sales d\u1ec5 d\u00e0ng nh\u1eadp li\u1ec7u v\u00e0 theo d\u00f5i d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng th\u00f4ng qua h\u1ec7 th\u1ed1ng, t\u1eeb \u0111\u00f3 \u0111i\u1ec1u ch\u1ec9nh ph\u01b0\u01a1ng ph\u00e1p b\u00e1n h\u00e0ng ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c nhu c\u1ea7u \u0111\u1eb7c th\u00f9 c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng.<\/p>\n

              B\u01b0\u1edbc 3: D\u1ecbch v\u1ee5 sau b\u00e1n (CRM Services)<\/span><\/strong><\/h3>\n

              M\u1ee5c ti\u00eau c\u1ee7a CRM Services l\u00e0 \u0111\u1ea3m b\u1ea3o s\u1ef1 h\u00e0i l\u00f2ng, t\u0103ng c\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 th\u00fac \u0111\u1ea9y doanh s\u1ed1 b\u00e1n h\u00e0ng. C\u00e1c ho\u1ea1t \u0111\u1ed9ng c\u1ee5 th\u1ec3 c\u1ee7a CRM Services bao g\u1ed3m:<\/p>\n

                \n
              • \n

                H\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt: Gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc, x\u1eed l\u00fd s\u1ef1 c\u1ed1, cung c\u1ea5p h\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 cho kh\u00e1ch h\u00e0ng.<\/p>\n<\/li>\n

              • \n

                Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng: Gi\u1ea3i quy\u1ebft khi\u1ebfu n\u1ea1i, ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, cung c\u1ea5p d\u1ecbch v\u1ee5 h\u1eadu m\u00e3i.<\/p>\n<\/li>\n

              • \n

                Remarketing: G\u1eedi th\u00f4ng tin khuy\u1ebfn m\u00e3i, \u01b0u \u0111\u00e3i, s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 m\u1edbi cho kh\u00e1ch h\u00e0ng.<\/p>\n<\/li>\n

              • \n

                Gia t\u0103ng doanh s\u1ed1: B\u00e1n th\u00eam s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, b\u00e1n ch\u00e9o s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, gi\u1edbi thi\u1ec7u kh\u00e1ch h\u00e0ng m\u1edbi.<\/p>\n<\/li>\n<\/ul>\n

                CRM Services \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c x\u00e2y d\u1ef1ng v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng. Khi kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi d\u1ecbch v\u1ee5 sau b\u00e1n h\u00e0ng, h\u1ecd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p, \u0111\u1ed3ng th\u1eddi gi\u1edbi thi\u1ec7u c\u00e1c kh\u00e1ch h\u00e0ng m\u1edbi cho doanh nghi\u1ec7p.<\/p>\n

                B\u01b0\u1edbc 4: Ph\u00e2n t\u00edch t\u1eadp kh\u00e1ch h\u00e0ng (CRM Analysis)<\/span><\/strong><\/h3>\n

                Ph\u00e2n t\u00edch t\u1eadp kh\u00e1ch h\u00e0ng (CRM Analysis) l\u00e0 qu\u00e1 tr\u00ecnh xem x\u00e9t v\u00e0 \u0111\u00e1nh gi\u00e1 th\u00f4ng tin li\u00ean quan \u0111\u1ebfn kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 h\u00e0nh vi, nhu c\u1ea7u v\u00e0 \u01b0u ti\u00ean c\u1ee7a h\u1ecd. M\u1ee5c ti\u00eau ch\u00ednh c\u1ee7a ph\u00e2n t\u00edch t\u1eadp kh\u00e1ch h\u00e0ng l\u00e0 t\u1ea1o ra th\u00f4ng tin c\u1ea7n thi\u1ebft \u0111\u1ec3 ph\u1ee5c v\u1ee5 vi\u1ec7c t\u1ed1i \u01b0u h\u00f3a chi\u1ebfn l\u01b0\u1ee3c CRM v\u00e0 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n cho kh\u00e1ch h\u00e0ng.<\/p>\n

                B\u01b0\u1edbc 5: T\u0103ng c\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng (Customer Loyalty)<\/span><\/strong><\/h3>\n

                M\u1ee5c ti\u00eau cu\u1ed1i c\u00f9ng c\u1ee7a quy tr\u00ecnh CRM l\u00e0 t\u0103ng c\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1c ho\u1ea1t \u0111\u1ed9ng t\u0103ng c\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng bao g\u1ed3m cung c\u1ea5p c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i, gi\u1ea3m gi\u00e1, t\u00edch l\u0169y \u0111i\u1ec3m th\u01b0\u1edfng,…<\/p>\n

                Quy tr\u00ecnh ho\u1ea1t \u0111\u1ed9ng c\u1ee7a h\u1ec7 th\u1ed1ng CRM c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c chia th\u00e0nh hai giai \u0111o\u1ea1n ch\u00ednh: giai \u0111o\u1ea1n tr\u01b0\u1edbc b\u00e1n h\u00e0ng (pre-sales) v\u00e0 giai \u0111o\u1ea1n sau b\u00e1n h\u00e0ng (post-sales). Giai \u0111o\u1ea1n tr\u01b0\u1edbc b\u00e1n h\u00e0ng t\u1eadp trung v\u00e0o vi\u1ec7c thu h\u00fat v\u00e0 chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, c\u00f2n giai \u0111o\u1ea1n sau b\u00e1n h\u00e0ng t\u1eadp trung v\u00e0o vi\u1ec7c qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng c\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

                \u0110\u1ec3 h\u1ec7 th\u1ed1ng CRM ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3, doanh nghi\u1ec7p c\u1ea7n x\u00e2y d\u1ef1ng m\u1ed9t quy tr\u00ecnh r\u00f5 r\u00e0ng v\u00e0 ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a m\u00ecnh. Quy tr\u00ecnh n\u00e0y c\u1ea7n \u0111\u01b0\u1ee3c th\u1ef1c thi m\u1ed9t c\u00e1ch nh\u1ea5t qu\u00e1n v\u00e0 \u0111\u01b0\u1ee3c gi\u00e1m s\u00e1t th\u01b0\u1eddng xuy\u00ean \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau.<\/p>\n

                D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1ch \u0111\u1ec3 x\u00e2y d\u1ef1ng quy tr\u00ecnh ho\u1ea1t \u0111\u1ed9ng c\u1ee7a h\u1ec7 th\u1ed1ng CRM hi\u1ec7u qu\u1ea3:<\/p>\n

                  \n
                • \n

                  X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau c\u1ee7a quy tr\u00ecnh CRM<\/strong>: M\u1ee5c ti\u00eau c\u1ee7a quy tr\u00ecnh CRM c\u00f3 th\u1ec3 l\u00e0 t\u0103ng doanh s\u1ed1, c\u1ea3i thi\u1ec7n l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng, ho\u1eb7c gi\u1ea3m chi ph\u00ed. Vi\u1ec7c x\u00e1c \u0111\u1ecbnh r\u00f5 m\u1ee5c ti\u00eau s\u1ebd gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng quy tr\u00ecnh ph\u00f9 h\u1ee3p.<\/p>\n<\/li>\n

                • \n

                  X\u00e1c \u0111\u1ecbnh c\u00e1c \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng:<\/strong><\/span> Doanh nghi\u1ec7p c\u1ea7n x\u00e1c \u0111\u1ecbnh r\u00f5 c\u00e1c \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u00e0 m\u00ecnh mu\u1ed1n nh\u1eafm \u0111\u1ebfn. Gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng c\u00e1c ho\u1ea1t \u0111\u1ed9ng thu h\u00fat v\u00e0 chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p.<\/p>\n<\/li>\n

                • \n

                  T\u1eadp trung v\u00e0o d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng<\/strong><\/span>: D\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng l\u00e0 t\u00e0i s\u1ea3n qu\u00fd gi\u00e1 c\u1ee7a doanh nghi\u1ec7p. \u0110\u1ed9i ng\u0169 nh\u00e2n vi\u00ean Marketing c\u1ea7n t\u1eadp trung thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u r\u00f5 nhu c\u1ea7u, h\u00e0nh vi c\u1ee7a h\u1ecd.<\/p>\n<\/li>\n

                • \n

                  T\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c quy tr\u00ecnh<\/strong><\/span>: T\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c quy tr\u00ecnh CRM s\u1ebd gi\u00fap doanh nghi\u1ec7p ti\u1ebft ki\u1ec7m th\u1eddi gian v\u00e0 c\u00f4ng s\u1ee9c. Tuy nhi\u00ean, doanh nghi\u1ec7p c\u1ea7n \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c quy tr\u00ecnh t\u1ef1 \u0111\u1ed9ng h\u00f3a \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf ph\u00f9 h\u1ee3p v\u1edbi quy tr\u00ecnh chung c\u1ee7a doanh nghi\u1ec7p.<\/p>\n<\/li>\n<\/ul>\n

                  \n

                  C\u00e1c ph\u1ea7n m\u1ec1m CRM ph\u1ed5 bi\u1ebfn hi\u1ec7n nay<\/span><\/strong><\/h2>\n
                    \n
                  1. D\u1ef1a tr\u00ean n\u1ec1n t\u1ea3ng c\u00f4ng ngh\u1ec7<\/li>\n
                  2. D\u1ef1a tr\u00ean lo\u1ea1i h\u00ecnh doanh nghi\u1ec7p<\/li>\n<\/ol>\n

                    D\u1ef1a tr\u00ean n\u1ec1n t\u1ea3ng c\u00f4ng ngh\u1ec7<\/span><\/strong><\/h3>\n
                      \n
                    • \n

                      On-premises CRM<\/strong><\/span>: L\u00e0 m\u1ed9t gi\u1ea3i ph\u00e1p ph\u1ea7n m\u1ec1m CRM \u0111\u01b0\u1ee3c c\u00e0i \u0111\u1eb7t tr\u1ef1c ti\u1ebfp tr\u00ean m\u00e1y ch\u1ee7 c\u1ee7a doanh nghi\u1ec7p. N\u00f3 cho ph\u00e9p doanh nghi\u1ec7p ti\u1ebfp c\u1eadn v\u00e0 ki\u1ec3m so\u00e1t ho\u00e0n to\u00e0n c\u01a1 s\u1edf d\u1eef li\u1ec7u n\u1ed9i b\u1ed9, \u0111\u1ea3m b\u1ea3o t\u00ednh \u1ed5n \u0111\u1ecbnh v\u00e0 b\u1ea3o m\u1eadt c\u1ee7a h\u1ec7 th\u1ed1ng.<\/p>\n<\/li>\n

                    • \n

                      Cloud CRM<\/strong><\/span>: CRM \u0111\u00e1m m\u00e2y, l\u00e0 m\u1ed9t h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM) \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef v\u00e0 x\u1eed l\u00fd tr\u00ean c\u00e1c m\u00e1y ch\u1ee7 t\u1eeb xa, thay v\u00ec tr\u00ean m\u00e1y t\u00ednh c\u00e1 nh\u00e2n hay m\u00e1y ch\u1ee7 c\u1ee7a doanh nghi\u1ec7p. \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 ng\u01b0\u1eddi d\u00f9ng c\u00f3 th\u1ec3 truy c\u1eadp v\u00e0o h\u1ec7 th\u1ed1ng CRM t\u1eeb b\u1ea5t k\u1ef3 thi\u1ebft b\u1ecb n\u00e0o c\u00f3 k\u1ebft n\u1ed1i internet.<\/p>\n<\/li>\n

                    • \n

                      Open-source CRM<\/strong><\/span>: Ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM) \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n theo m\u00f4 h\u00ecnh m\u00e3 ngu\u1ed3n m\u1edf. C\u00f3 ngh\u0129a l\u00e0 m\u00e3 ngu\u1ed3n c\u1ee7a ph\u1ea7n m\u1ec1m \u0111\u01b0\u1ee3c c\u00f4ng khai v\u00e0 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng, s\u1eeda \u0111\u1ed5i v\u00e0 ph\u00e2n ph\u1ed1i b\u1edfi b\u1ea5t k\u1ef3 ai.<\/p>\n<\/li>\n

                    • \n

                      Social CRM<\/strong><\/span>: Ph\u1ea7n m\u1ec1m \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng th\u00f4ng qua c\u00e1c trang m\u1ea1ng x\u00e3 h\u1ed9i nh\u01b0 Facebook, Twitter, LinkedIn, Instagram,\u2026 Cho ph\u00e9p doanh nghi\u1ec7p t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng th\u00f4ng qua c\u00e1c n\u1ec1n t\u1ea3ng m\u1ea1ng x\u00e3 h\u1ed9i, theo d\u00f5i, ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng, cung c\u1ea5p h\u1ed7 tr\u1ee3 v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.<\/p>\n<\/li>\n<\/ul>\n

                      D\u1ef1a tr\u00ean lo\u1ea1i h\u00ecnh doanh nghi\u1ec7p<\/span><\/strong><\/h3>\n
                        \n
                      • \n

                        B2B CRM<\/strong><\/span>: Ph\u1ea7n m\u1ec1m gi\u00fap qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng trong m\u00f4i tr\u01b0\u1eddng kinh doanh d\u00e0nh cho doanh nghi\u1ec7p. B2B CRM t\u1eadp trung v\u00e0o c\u00e1c ho\u1ea1t \u0111\u1ed9ng nh\u01b0 thu th\u1eadp th\u00f4ng tin kh\u00e1ch h\u00e0ng, qu\u1ea3n l\u00fd li\u00ean l\u1ea1c, ph\u00e2n t\u00edch d\u1eef li\u1ec7u, qu\u1ea3n l\u00fd h\u1ee3p \u0111\u1ed3ng, qu\u1ea3n l\u00fd d\u1ecbch v\u1ee5 sau b\u00e1n h\u00e0ng, qu\u1ea3n l\u00fd n\u1ed9i b\u1ed9, qu\u1ea3n l\u00fd c\u00f4ng n\u1ee3.<\/p>\n<\/li>\n

                      • \n

                        B2C CRM: <\/strong><\/span>Ph\u1ea7n m\u1ec1m gi\u00fap gi\u00fap c\u00e1c doanh nghi\u1ec7p b\u00e1n s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 cho ng\u01b0\u1eddi ti\u00eau d\u00f9ng cu\u1ed1i c\u00f9ng. B2C CRM t\u1eadp trung v\u00e0o x\u00e2y d\u1ef1ng c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft, th\u00f4ng qua c\u00e1c t\u00ednh n\u0103ng nh\u01b0 m\u1ea1ng x\u00e3 h\u1ed9i, ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/p>\n<\/li>\n<\/ul>\n

                        \n

                        V\u1edbi s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a c\u00f4ng ngh\u1ec7 v\u00e0 xu h\u01b0\u1edbng s\u1ed1 h\u00f3a, vi\u1ec7c s\u1eed d\u1ee5ng m\u1ed9t h\u1ec7 th\u1ed1ng CRM hi\u1ec7n \u0111\u1ea1i v\u00e0 hi\u1ec7u qu\u1ea3 l\u00e0 \u0111i\u1ec1u kh\u00f4ng th\u1ec3 thi\u1ebfu \u0111\u1ec3 t\u1ea1o n\u00ean s\u1ef1 th\u00e0nh c\u00f4ng trong kinh doanh c\u1ee7a h\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p. H\u1ec7 th\u1ed1ng CRM kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng, m\u00e0 c\u00f2n l\u00e0 m\u1ed9t gi\u1ea3i ph\u00e1p to\u00e0n di\u1ec7n gi\u00fap t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh b\u00e1n h\u00e0ng, t\u0103ng c\u01b0\u1eddng t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd. V\u1edbi vi\u1ec7c t\u1ed5ng h\u1ee3p d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng t\u1eeb nhi\u1ec1u ngu\u1ed3n kh\u00e1c nhau, h\u1ec7 th\u1ed1ng CRM gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 t\u1ea1o ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c Marketing v\u00e0 b\u00e1n h\u00e0ng th\u00f4ng minh h\u01a1n.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

                        Ph\u1ea7n m\u1ec1m CRM gi\u00fap doanh nghi\u1ec7p t\u1eadp trung v\u00e0o m\u1ed1i quan h\u1ec7 c\u1ee7a t\u1ed5 ch\u1ee9c v\u1edbi t\u1eebng c\u00e1 nh\u00e2n, bao g\u1ed3m kh\u00e1ch h\u00e0ng, ng\u01b0\u1eddi s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5, \u0111\u1ed3ng nghi\u1ec7p ho\u1eb7c nh\u00e0 cung c\u1ea5p, trong su\u1ed1t v\u00f2ng \u0111\u1eddi c\u1ee7a doanh nghi\u1ec7p v\u1edbi h\u1ecd. V\u1edbi gi\u1ea3i ph\u00e1p CRM, nh\u00f3m b\u00e1n h\u00e0ng v\u00e0 Marketing c\u00f3 th\u1ec3 theo d\u00f5i v\u00e0 ki\u1ec3m so\u00e1t h\u00e0nh tr\u00ecnh t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p. T\u1eeb \u0111\u00f3 gi\u00fap n\u00e2ng cao h\u00e0nh tr\u00ecnh v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, th\u00f4ng qua vi\u1ec7c tinh ch\u1ec9nh t\u1eebng \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[196],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/23419"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=23419"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/23419\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=23419"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=23419"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=23419"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}