{"id":3273,"date":"2023-11-29T07:32:29","date_gmt":"2023-11-29T07:32:29","guid":{"rendered":"http:\/\/masterskills.org\/blog\/?p=3273"},"modified":"2023-11-29T18:39:42","modified_gmt":"2023-11-29T18:39:42","slug":"ban-biet-gi-ve-quy-trinh-cham-soc-khach-hang-chuyen-nghiep","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/ban-biet-gi-ve-quy-trinh-cham-soc-khach-hang-chuyen-nghiep.html","title":{"rendered":"B\u1ea1n bi\u1ebft g\u00ec v\u1ec1 quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p"},"content":{"rendered":"

D\u1ef1a v\u00e0o hi\u1ec7n tr\u1ea1ng c\u1ee7a doanh nghi\u1ec7p c\u0169ng nh\u01b0 s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 m\u00e0 c\u00e1c doanh nghi\u1ec7p cung c\u1ea5p t\u01b0\u01a1ng \u1ee9ng, doanh nghi\u1ec7p s\u1ebd c\u00f3 t\u1eebng quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00e1c nhau<\/p>\n

X\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c nhu c\u1ea7u v\u00e0 v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p\u00a0ph\u1ea3i<\/h3>\n

M\u1ed7i m\u1ed9t s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5 cung c\u1ea5p tr\u00ean th\u1ecb tr\u01b0\u1eddng, tr\u01b0\u1edbc ti\u00ean b\u1ea1n ph\u1ea3i n\u1eafm \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m \u0111\u00f3. Sau \u0111\u00f3 \u0111\u1ed1i v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng \u0111ang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 h\u00e3y xem h\u1ecd d\u00f9ng th\u1ebf n\u00e0o, \u0111ang g\u1eb7p v\u1ea5n \u0111\u1ec1 g\u00ec, c\u1ea3m ngh\u0129 c\u1ee7a h\u1ecd ra sao, t\u1eeb \u0111\u00f3 b\u1ea1n c\u00f3 th\u1ec3 \u0111\u01b0a ra nh\u1eefng ph\u01b0\u01a1ng \u00e1n v\u00e0 chi\u1ebfn l\u01b0\u1ee3c c\u1ee5 th\u1ec3 \u0111\u1ec3 x\u00e2y d\u1ef1ng quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng chu\u1ea9n nh\u1ea5t.<\/p>\n

\u0110\u00e1nh gi\u00e1 th\u1ef1c tr\u1ea1ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ea1i doanh\u00a0nghi\u1ec7p<\/h3>\n

Khi x\u00e2y d\u1ef1ng m\u1ed9t quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng chu\u1ea9n \u0111\u1ea1t hi\u1ec7u qu\u1ea3 cao b\u1ea1n c\u1ea7n ki\u1ec3m tra, xem x\u00e9t l\u1ea1i quy tr\u00ecnh n\u00e0y t\u1ea1i doanh nghi\u1ec7p c\u1ee7a m\u00ecnh. Th\u1ef1c t\u1ebf t\u1ea1i c\u00e1c doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf \u1edf Vi\u1ec7t Nam, kh\u00e2u ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00f4ng \u0111\u01b0\u1ee3c ch\u00fa tr\u1ecdng \u0111\u00fang m\u1ee9c, nh\u00e2n vi\u00ean ch\u01b0a \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n d\u1eabn \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng y\u1ebfu k\u00e9m, g\u00e2y kh\u00f3 ch\u1ecbu v\u00e0 kh\u00f4ng h\u00e0i l\u00f2ng \u1edf kh\u00e1ch h\u00e0ng. \u0110\u00e2y l\u00e0 m\u1ed9t sai l\u1ea7m c\u1ea7n ph\u1ea3i thay \u0111\u1ed5i.<\/p>\n

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X\u00e2y d\u1ef1ng quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 nh\u1ea5t cho doanh\u00a0nghi\u1ec7p<\/h3>\n

Sau khi b\u1ea1n \u0111\u00e3 l\u00ean danh s\u00e1ch nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t trong ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, ph\u00e2n t\u00edch \u0111\u00e1nh gi\u00e1 v\u00e0 nh\u1eadn ra nh\u1eefng th\u1ee9 th\u1ef1c s\u1ef1 ph\u00f9 h\u1ee3p v\u1edbi doanh nghi\u1ec7p m\u00ecnh th\u00ec l\u00fac n\u00e0y quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n \u0111\u00e3 \u0111\u1ecbnh h\u01b0\u1edbng \u0111\u01b0\u1ee3c 50%.<\/p>\n

N\u00ean nh\u1edb vi\u1ec7c x\u00e2y d\u1ef1ng quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ph\u1ea3i \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng ph\u1ea3i c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng, v\u00e0 c\u00f3 thi\u1ec7n c\u1ea3m v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5. Hai b\u1ed9 ph\u1eadn m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 tham kh\u1ea3o \u00fd ki\u1ebfn \u0111\u00f3 l\u00e0 b\u1ed9 ph\u1eadn b\u00e1n h\u00e0ng v\u00e0 b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. V\u00ec \u0111\u00e2y l\u00e0 nh\u1eefng b\u1ed9 ph\u1eadn l\u00e0m vi\u1ec7c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng n\u00ean s\u1ebd n\u1eafm r\u00f5 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng nh\u1ea5t.<\/p>\n

Cu\u1ed1i c\u00f9ng h\u00e3y \u00e1p d\u1ee5ng quy tr\u00ecnh b\u1ea1n \u0111\u00e3 x\u00e2y d\u1ef1ng v\u00e0o th\u1ef1c\u00a0t\u1ebf<\/h3>\n

\u0110i\u1ec1u ki\u1ec7n ti\u00ean quy\u1ebft l\u00fac n\u00e0y l\u00e0 c\u1ea7n ph\u1ea3i tu\u00e2n th\u1ee7 tri\u1ec7t \u0111\u1ec3 quy tr\u00ecnh. C\u1ea7n c\u00f3 th\u1eddi gian \u0111\u1ec3 ki\u1ec3m nghi\u1ec7m v\u00e0 \u0111\u00e1nh gi\u00e1, \u0111\u1eebng thay \u0111\u1ed5i qu\u00e1 nhanh ch\u00f3ng s\u1ebd d\u1ec5 d\u1eabn \u0111\u1ebfn sai l\u1ea7m v\u1ec1 sau.<\/p>\n

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K\u1ebe HO\u1ea0CH CH\u0102M S\u00d3C KH\u00c1CH H\u00c0NG M\u1eaaU, GI\u1ea2I PH\u00c1P L\u00dd\u00a0T\u01af\u1edeNG<\/h3>\n

Hi\u1ec7n nay, vi\u1ec7c ch\u0103m s\u00f3c v\u00e0 qu\u1ea3n tr\u1ecb m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 coi l\u00e0 ch\u00eca kh\u00f3a cho vi\u1ec7c th\u00e0nh c\u00f4ng trong m\u00f4i tr\u01b0\u1eddng kinh doanh c\u1ea1nh tranh, \u0111\u1eb7c bi\u1ec7t l\u00e0 l\u0129nh v\u1ef1c qu\u1ea3n l\u00fd v\u00e0 kinh doanh b\u1ea5t \u0111\u1ed9ng s\u1ea3n. Nh\u1eefng n\u0103m tr\u1edf l\u1ea1i \u0111\u00e2y, nhi\u1ec1u c\u00f4ng ty \u0111\u1ed1i m\u1eb7t v\u1edbi c\u00e1c kh\u00f3 kh\u0103n trong vi\u1ec7c qu\u1ea3n tr\u1ecb kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 ch\u0103m s\u00f3c v\u00e0 duy tr\u00ec s\u1ef1 trung th\u00e0nh c\u1ee7a h\u1ecd. Gi\u1ea3i ph\u00e1p qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng CRM cho l\u0129nh v\u1ef1c b\u1ea5t \u0111\u1ed9ng s\u1ea3n d\u1ef1a tr\u00ean c\u00f4ng ngh\u1ec7 m\u1edbi nh\u1ea5t s\u1ebd gi\u00fap doanh nghi\u1ec7p th\u1ef1c hi\u1ec7n cam k\u1ebft coi kh\u00e1ch h\u00e0ng l\u00e0 tr\u1ecdng t\u00e2m b\u1eb1ng \u1ee9ng d\u1ee5ng CRM s\u1ebd gi\u00fap c\u00e1c c\u00f4ng ty b\u1ea5t \u0111\u1ed9ng s\u1ea3n g\u1eafn k\u1ebft v\u00e0 ch\u0103m s\u00f3c t\u1ed1t h\u01a1n v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd. CRM cho ng\u00e0nh b\u1ea5t \u0111\u1ed9ng s\u1ea3n l\u00e0 m\u1ed9t gi\u1ea3i ph\u00e1p CRM to\u00e0n di\u1ec7n s\u1eb5n s\u00e0ng cho vi\u1ec7c m\u1edf r\u1ed9ng t\u1edbi th\u1ecb tr\u01b0\u1eddng to\u00e0n c\u1ea7u.<\/p>\n

Gi\u1ea3i ph\u00e1p CRM cho b\u1ea5t \u0111\u1ed9ng s\u1ea3n t\u1eadp trung v\u00e0o vi\u1ec7c qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng v\u00e0 cung c\u1ea5p cho ng\u01b0\u1eddi d\u00f9ng 360 \u0111\u1ed9 xuy\u00ean xu\u1ed1t gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn kh\u00e1c nhau trong t\u1ed5 ch\u1ee9c kinh doanh b\u1ea5t \u0111\u1ed9ng s\u1ea3n. V\u1edbi s\u1ef1 k\u1ebft h\u1ee3p ti\u1ebfn b\u1ed9 t\u1eeb c\u00f4ng ngh\u1ec7 hi\u1ec7n \u0111\u1ea1i bao g\u1ed3m t\u00f9y ch\u1ec9nh quy tr\u00ecnh l\u00e0m vi\u1ec7c, t\u00edch h\u1ee3p email, t\u00ednh n\u0103ng \u1ee9ng d\u1ee5ng tr\u00ean n\u1ec1n t\u1ea3ng di \u0111\u1ed9ng, t\u00edch h\u1ee3p ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i, giao di\u1ec7n ng\u01b0\u1eddi d\u00f9ng th\u00e2n thi\u1ec7n.<\/p>\n

Qu\u1ea3n l\u00fd c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i v\u00e0 c\u00e1c chi\u1ebfn d\u1ecbch ti\u1ebfp\u00a0th\u1ecb<\/h3>\n

CRM cho b\u1ea1n m\u1ed9t c\u00f4ng c\u1ee5 m\u1ea1nh m\u1ebd \u0111\u1ec3 ki\u1ec3m so\u00e1t t\u1eeb vi\u1ec7c l\u00ean k\u1ebf ho\u1ea1ch cho t\u1edbi qu\u00e1 tr\u00ecnh th\u1ef1c thi v\u00e0 k\u1ebft q\u1ee7a c\u1ee7a c\u00e1c chi\u1ebfn d\u1ecbch marketing. M\u1ed9t s\u1ed1 s\u1ea3n ph\u1ea9m ph\u1ea7n m\u1ec1m CRM c\u00f2n c\u00f3 th\u1ec3 k\u1ebft n\u1ed1i v\u1edbi c\u00e1c h\u1ec7 th\u1ed1ng t\u00e0i ch\u00ednh \u0111\u1ec3 ki\u1ec3m so\u00e1t to\u00e0n b\u1ed9 chi ph\u00ed c\u1ee7a ch\u01b0\u01a1ng tr\u00ecnh.<\/p>\n

Ph\u00e2n kh\u00fac th\u1ecb\u00a0tr\u01b0\u1eddng<\/h3>\n

T\u1eadn d\u1ee5ng d\u1eef li\u1ec7u c\u00f3 trong ph\u1ea7n m\u1ec1m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng to\u00e0n di\u1ec7n CRM v\u00e0 c\u00e1c d\u1eef li\u1ec7u t\u1eeb b\u00ean ngo\u00e0i, c\u00e1c h\u1ec7 th\u1ed1ng CRM cho ph\u00e9p b\u1ea1n ph\u00e2n kh\u00fac th\u1ecb tr\u01b0\u1eddng nh\u1eb1m \u0111\u1ea3m b\u1ea3o cho c\u00e1c chi\u1ebfn d\u1ecbch marketing \u0111\u1ebfn \u0111\u00fang kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau.<\/p>\n

Qu\u1ea3n l\u00fd c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 kh\u00e1ch h\u00e0ng ti\u1ec1m\u00a0n\u0103ng<\/h3>\n

C\u00e1c h\u1ec7 th\u1ed1ng x\u1eed l\u00fd c\u1ee7a ph\u1ea7n m\u1ec1m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng CRM c\u00f3 kh\u1ea3 n\u0103ng qu\u1ea3n l\u00fd c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, theo d\u00f5i t\u1eebng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng cho \u0111\u1ebfn khi th\u00e0nh c\u00f4ng. CRM cho ph\u00e9p t\u01b0\u01a1ng t\u00e1c v\u1edbi nhi\u1ec1u h\u1ec7 th\u1ed1ng kh\u00e1c nhau (website, forum) \u0111\u1ec3 t\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/p>\n

Qu\u1ea3n l\u00fd vi\u1ec7c trao \u0111\u1ed5i v\u00e0 giao ti\u1ebfp v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng ti\u1ec1m\u00a0n\u0103ng<\/h3>\n

Gi\u1ea3i ph\u00e1p ph\u1ea7n m\u1ec1m CRM cho b\u1ea5t \u0111\u1ed9ng s\u1ea3n cung c\u1ea5p nhi\u1ec1u c\u01a1 ch\u1ebf \u0111\u1ec3 theo d\u00f5i v\u00e0 qu\u1ea3n l\u00fd th\u00f4ng tin li\u00ean l\u1ea1c v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng c\u00f3 tri\u1ec3n v\u1ecdng, \u0111\u1ed3ng th\u1eddi cung c\u1ea5p c\u00f4ng c\u1ee5 nh\u1eb1m qu\u1ea3n l\u00fd \u0111\u1ec3 t\u0103ng doanh s\u1ed1 b\u00e1n h\u00e0ng v\u00e0 hi\u1ec7u qu\u1ea3 b\u00e1n h\u00e0ng b\u1eb1ng vi\u1ec7c \u00e1p d\u1ee5ng m\u1ed9t quy tr\u00ecnh b\u00e1n h\u00e0ng c\u00f3 c\u1ea5u tr\u00fac v\u00e0 c\u00e1c th\u00f4ng tin li\u00ean l\u1ea1c v\u1edbi nh\u01b0 c\u00e1c b\u00e1o gi\u00e1 v\u00e0 h\u1ee3p \u0111\u1ed3ng.<\/p>\n

Qu\u1ea3n l\u00fd c\u00e1c t\u00e0i\u00a0kho\u1ea3n<\/h3>\n

H\u1ec7 th\u1ed1ng CRM ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c c\u1ea5u h\u00ecnh \u0111\u1ec3 giao ti\u1ebfp t\u1ef1 \u0111\u1ed9ng qua email hay SMS v\u00e0 hi\u1ec3n nhi\u00ean c\u00e1c n\u1ed9i dung giao ti\u1ebfp \u0111\u1ec1u s\u1ebd \u0111\u01b0\u1ee3c l\u01b0u l\u1ea1i.<\/p>\n

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Qu\u1ea3n l\u00fd l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch\u00a0h\u00e0ng<\/h3>\n

Vi\u1ec7c s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng trong ng\u00e0nh b\u1ea5t \u0111\u1ed9ng s\u1ea3n l\u00e0 m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng. Ph\u1ea7n m\u1ec1m \u0111\u01b0\u1ee3c r\u1ea5t nhi\u1ec1u doanh nghi\u1ec7p \u0111\u1ea7u t\u01b0, \u0111\u1eb7c bi\u1ec7t v\u1edbi t\u00ecnh h\u00ecnh b\u1ea5t \u0111\u1ed9ng s\u1ea3n \u0111ang \u0111i l\u00ean nh\u01b0 th\u1ebf n\u00e0y vi\u1ec7c \u0111\u1ea7u t\u01b0 m\u1ed9t ph\u1ea7n m\u1ec1m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t s\u1ebd gi\u00fap doanh nghi\u1ec7p \u0111\u00f3 \u0111\u1ee9ng v\u1eefng v\u00e0 m\u1ea1nh h\u01a1n.<\/p>\n","protected":false},"excerpt":{"rendered":"

D\u1ef1a v\u00e0o hi\u1ec7n tr\u1ea1ng c\u1ee7a doanh nghi\u1ec7p c\u0169ng nh\u01b0 s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 m\u00e0 c\u00e1c doanh nghi\u1ec7p cung c\u1ea5p t\u01b0\u01a1ng \u1ee9ng, doanh nghi\u1ec7p s\u1ebd c\u00f3 t\u1eebng quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng kh\u00e1c nhau X\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c nhu c\u1ea7u v\u00e0 v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00e1ch h\u00e0ng \u0111ang g\u1eb7p\u00a0ph\u1ea3i M\u1ed7i m\u1ed9t s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[157],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/3273"}],"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=3273"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/3273\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=3273"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=3273"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=3273"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}