{"id":28584,"date":"2023-12-07T05:14:58","date_gmt":"2023-12-07T05:14:58","guid":{"rendered":"https:\/\/masterskills.org\/blog\/ban-do-hanh-trinh-khach-hang-customer-journey-map-cjm-la-gi.html"},"modified":"2023-12-22T21:38:27","modified_gmt":"2023-12-22T14:38:27","slug":"ban-do-hanh-trinh-khach-hang-customer-journey-map-cjm-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/ban-do-hanh-trinh-khach-hang-customer-journey-map-cjm-la-gi.html","title":{"rendered":"B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (Customer Journey Map – CJM) l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh h\u1ecda. Ngu\u1ed3n: CMNTY Blog<\/p>\n<\/div>\n<\/div>\n

B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (Customer Journey Map)<\/font><\/h2>\n

\u0110\u1ecbnh ngh\u0129a<\/b><\/p>\n

B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/b> trong ti\u1ebfng Anh l\u00e0 Customer Journey Map<\/b>.<\/p>\n

B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/i> l\u00e0 s\u01a1 \u0111\u1ed3 ho\u1eb7c m\u1ed9t v\u00e0i s\u01a1 \u0111\u1ed3 m\u00f4 t\u1ea3 c\u00e1c giai \u0111o\u1ea1n kh\u00e1ch h\u00e0ng tr\u1ea3i qua khi t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00f4ng ty, t\u1eeb mua s\u1ea3n ph\u1ea9m tr\u1ef1c tuy\u1ebfn \u0111\u1ebfn truy c\u1eadp d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng tr\u00ean \u0111i\u1ec7n tho\u1ea1i \u0111\u1ebfn b\u00e0y t\u1ecf b\u1ea5t b\u00ecnh tr\u00ean ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i.<\/p>\n

N\u1ed9i dung c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/font><\/h3>\n

– Customer Journey Map (CJM)<\/i> l\u00e0 m\u1ed9t b\u1ea3n \u0111\u1ed3 th\u1ec3 hi\u1ec7n h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u theo th\u1eddi gian; hay ch\u00ednh l\u00e0 h\u00e0nh tr\u00ecnh k\u1ebft n\u1ed1i kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

– B\u1ea3n \u0111\u1ed3 tr\u00ecnh b\u00e0y c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac trong qu\u00e1 tr\u00ecnh kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p. H\u00e0nh tr\u00ecnh n\u00e0y bao g\u1ed3m c\u00e1c giai \u0111o\u1ea1n c\u1ee5 th\u1ec3 sau:<\/p>\n

Giai \u0111o\u1ea1n 1: Tr\u01b0\u1edbc mua h\u00e0ng<\/i><\/p>\n

Nh\u1eadn th\u1ee9c – Awareness: Ng\u01b0\u1eddi mua nh\u1eadn ra r\u1eb1ng h\u1ecd c\u00f3 v\u1ea5n \u0111\u1ec1.<\/p>\n

Xem x\u00e9t – Consideration: Ng\u01b0\u1eddi mua x\u00e1c \u0111\u1ecbnh r\u00f5 v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd v\u00e0 nghi\u00ean c\u1ee9u, \u0111\u00e1nh gi\u00e1 c\u00e1c ph\u01b0\u01a1ng \u00e1n \u0111\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1.<\/p>\n

Quy\u1ebft \u0111\u1ecbnh – Decision: Ng\u01b0\u1eddi mua ch\u1ecdn gi\u1ea3i ph\u00e1p.<\/p>\n

Giai \u0111o\u1ea1n 2: Mua h\u00e0ng<\/i><\/p>\n

Mua h\u00e0ng –<\/span> Purchase: Kh\u00e1ch h\u00e0ng ti\u1ebfn h\u00e0nh mua s\u1ea3n ph\u1ea9m<\/p>\n

S\u1eed d\u1ee5ng –<\/span> Use\/Retention: Kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m<\/p>\n

Giai \u0111o\u1ea1n 3: Sau mua h\u00e0ng<\/i><\/p>\n

Chia s\u1ebb tr\u1ea3i nghi\u1ec7m –<\/span> Advocacy: Kh\u00e1ch h\u00e0ng chia s\u1ebb s\u1ea3n ph\u1ea9m cho b\u1ea1n b\u00e8, ng\u01b0\u1eddi th\u00e2n<\/p>\n

T\u1ea7m quan tr\u1ecdng c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/font><\/h3>\n

– V\u1edbi nhi\u1ec7m v\u1ee5 \u0111\u1eb7t ra cho doanh nghi\u1ec7p l\u00e0 thi\u1ebft k\u1ebf m\u1ed9t h\u00e0nh tr\u00ecnh m\u00e0 kh\u00e1ch h\u00e0ng mong mu\u1ed1n tham gia t\u1eeb \u0111\u1ea7u v\u00e0 \u0111i \u0111\u1ebfn cu\u1ed1i b\u1ea3n \u0111\u1ed3, vi\u1ec7c x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh s\u1ebd gi\u00fap cho doanh nghi\u1ec7p hi\u1ec3u r\u00f5 nh\u1eefng \u0111i\u1ec3m “Touchpoint” v\u00e0 ch\u00ednh x\u00e1c nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c.<\/p>\n

– \u0110\u1ed3ng th\u1eddi, b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u1ea3m b\u1ea3o t\u00ednh nh\u1ea5t qu\u00e1n v\u00e0 tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch \u1edf t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u00e0 tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh.<\/p>\n

– B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng t\u1ea1i c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac (Touchpoint) c\u00f3 \u01b0u \u0111i\u1ec3m:<\/p>\n

+ Thu \u0111\u01b0\u1ee3c m\u1ed9t b\u1ee9c tranh to\u00e0n c\u1ea3nh v\u1ec1 t\u1ea5t c\u1ea3 m\u1ecdi th\u1ee9 li\u00ean quan \u0111\u1ebfn s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p \u0111ang cung c\u1ea5p.<\/p>\n

+ X\u00e2y d\u1ef1ng t\u1ec9<\/span> l\u1ec7 chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng nhanh h\u01a1n b\u1eb1ng c\u00e1ch x\u00e1c \u0111\u1ecbnh r\u00f5 c\u00e1c b\u01b0\u1edbc ch\u00ednh v\u00e0 \u0111i\u1ec3m quy\u1ebft \u0111\u1ecbnh<\/p>\n

+ N\u1eafm \u0111\u01b0\u1ee3c c\u00e1c giai \u0111o\u1ea1n v\u00e0 r\u00e0o c\u1ea3n khi\u1ebfn kh\u00e1ch h\u00e0ng d\u1eebng l\u1ea1i h\u00e0nh tr\u00ecnh c\u1ee7a m\u00ecnh d\u00f9 ch\u01b0a \u0111\u1ebfn \u0111\u00edch, t\u1eeb \u0111\u00f3 ph\u00e1t tri\u1ec3n b\u1ed5 sung c\u00e1c k\u00eanh h\u1ed7 tr\u1ee3 nh\u1eb1m c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/p>\n

+ C\u1ea3i thi\u1ec7n t\u1ec9<\/span> l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng th\u00f4ng qua vi\u1ec7c hi\u1ec3u r\u00f5 kh\u00e1ch h\u00e0ng chuy\u1ec3n ti\u1ebfp m\u1ed7i giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh mua s\u1eafm.<\/p>\n

+ Cho ph\u00e9p doanh nghi\u1ec7p ph\u00f3ng to m\u1ed9t h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng duy nh\u1ea5t trong m\u1ed9t k\u00eanh c\u1ee5 th\u1ec3<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: customer journey map, Techtarget;\u00a0Customer Journey Map \u2013 B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, BrandsVietnam)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (ti\u1ebfng Anh: Customer Journey Map, vi\u1ebft t\u1eaft: CJM) l\u00e0 m\u1ed9t b\u1ea3n \u0111\u1ed3 th\u1ec3 hi\u1ec7n h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u theo th\u1eddi gian; hay ch\u00ednh l\u00e0 h\u00e0nh tr\u00ecnh k\u1ebft n\u1ed1i kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[416],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/28584"}],"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=28584"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/28584\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=28584"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=28584"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=28584"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}