{"id":36413,"date":"2023-12-08T12:11:20","date_gmt":"2023-12-08T12:11:20","guid":{"rendered":"https:\/\/masterskills.org\/blog\/quan-tri-quan-he-khach-hang-customer-relationship-management-crm-la-gi.html"},"modified":"2023-12-24T21:44:16","modified_gmt":"2023-12-24T14:44:16","slug":"quan-tri-quan-he-khach-hang-customer-relationship-management-crm-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/quan-tri-quan-he-khach-hang-customer-relationship-management-crm-la-gi.html","title":{"rendered":"Qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng (Customer relationship management \u2013 CRM) l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh h\u1ecda (Ngu\u1ed3n: entrepreneur)<\/p>\n<\/div>\n<\/div>\n

Qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng<\/font><\/h2>\n

Kh\u00e1i ni\u1ec7m<\/b><\/p>\n

Qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng<\/b> trong ti\u1ebfng Anh g\u1ecdi l\u00e0: Customer relationship management.<\/b><\/p>\n

Cho \u0111\u1ebfn nay qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng v\u1eabn \u0111\u01b0\u1ee3c hi\u1ec3u theo ngh\u0129a h\u1eb9p. Theo ngh\u0129a n\u00e0y, qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng bao g\u1ed3m qu\u1ea3n l\u00ed th\u00f4ng tin chi ti\u1ebft \u0111\u1ed1i v\u1edbi t\u1eebng kh\u00e1ch h\u00e0ng v\u00e0 th\u1eadn tr\u1ecdng qu\u1ea3n l\u00ed c\u00e1c “c\u01a1 h\u1ed9i ti\u1ebfp x\u00fac” v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u1ed1i \u0111a h\u00f3a s\u1ee5 trung th\u00e0nh c\u1ee7a h\u1ecd.<\/p>\n

Tuy nhi\u00ean, g\u1ea7n \u0111\u00e2y qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng \u0111\u00e3 ph\u00e1t tri\u1ec3n v\u00e0 \u0111\u01b0\u1ee3c nh\u1eadn th\u1ee9c theo ngh\u0129a r\u1ed9ng h\u01a1n.\u00a0<\/p>\n

Theo ngh\u0129a n\u00e0y,\u00a0qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh bao g\u1ed3m t\u1ed5ng th\u1ec3 c\u00e1c ho\u1ea1t \u0111\u1ed9ng li\u00ean quan \u0111\u1ebfn vi\u1ec7c x\u00e2y d\u1ef1ng v\u00e0 duy tr\u00ec c\u00e1c m\u1ed1i quan h\u1ec7 v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 mang l\u1ea1i l\u1ee3i nhu\u1eadn cho doanh nghi\u1ec7p b\u1eb1ng c\u00e1ch cung c\u1ea5p cho h\u1ecd c\u00e1c gi\u00e1 tr\u1ecb v\u00e0 s\u1ef1 th\u1ecfa m\u00e3n t\u1ed1t h\u01a1n.<\/p>\n

Nh\u01b0 v\u1eady, ch\u00eca kh\u00f3a \u0111\u1ec3 x\u00e2y d\u1ef1ng v\u00e0 thi\u1ebft l\u1eadp \u0111\u01b0\u1ee3c m\u1ed1i quan h\u1ec7 b\u1ec1n v\u1eefng v\u1edbi kh\u00e1ch h\u00e0ng l\u00e0 t\u1ea1o ra v\u00e0 cung \u1ee9ng cho h\u1ecd nh\u1eefng gi\u00e1 tr\u1ecb gia t\u0103ng \u0111\u00edch th\u1ef1c v\u00e0 s\u1ef1 th\u1ecfa m\u00e3n t\u1ed1t h\u01a1n.\u00a0<\/p>\n

Nh\u1eefng c\u00f4ng ty kh\u00f4n ngoan mu\u1ed1n \u0111\u1ea3m b\u1ea3o s\u1ef1 nghi\u1ec7p kinh doanh b\u1ec1n v\u1eefng l\u00e2u d\u00e0i tr\u00ean th\u1ecb tr\u01b0\u1eddng th\u01b0\u1eddng l\u00e0m kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng b\u1eb1ng c\u00e1ch ch\u1ec9 h\u1ee9a nh\u1eefng g\u00ec c\u00f3 kh\u1ea3 n\u0103ng cung c\u1ea5p cho h\u1ecd r\u1ed3i, tr\u00ean th\u1ef1c t\u1ebf, t\u00ecm m\u1ecdi c\u00e1ch \u0111\u1ec3 cung c\u1ea5p nh\u1eefng th\u1ee9 t\u1ed1t h\u01a1n.\u00a0<\/p>\n

Trong tr\u01b0\u1eddng h\u1ee3p n\u00e0y, c\u00f4ng ty quan t\u00e2m \u0111\u1ebfn qui m\u00f4 l\u1ee3i nhu\u1eadn c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng, nh\u01b0ng kh\u00f4ng ph\u1ea3i ch\u1ec9 trong t\u1eebng l\u1ea7n mua, m\u00e0 c\u1ea3 trong su\u1ed1t cu\u1ed9c \u0111\u1eddi h\u1ecd.\u00a0<\/p>\n

Do \u0111\u00f3,\u00a0qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng v\u1eeba ph\u1ea3i nh\u1eb1m v\u00e0o nh\u1eefng kh\u00e1ch h\u00e0ng l\u1edbn – kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng sinh l\u1ee3i trong t\u1eebng l\u1ea7n\/\u0111\u1ee3t mua, v\u1eeba ph\u1ea3i x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 h\u1ecd c\u00f3 th\u1ec3 mang l\u1ea1i l\u1ee3i nhu\u1eadn cho c\u00f4ng ty trong d\u00e0i h\u1ea1n g\u1eafn v\u1edbi c\u1ea3 cu\u1ed9c \u0111\u1eddi h\u1ecd.<\/p>\n

B\u1edfi v\u1eady, trong \u0111i\u1ec1u ki\u1ec7n h\u1ec7n nay, m\u1ed7i c\u00f4ng ty c\u1ea7n ph\u1ea3i coi vi\u1ec7c duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng nh\u01b0 l\u00e0 y\u1ebfu t\u1ed1 v\u0103n h\u00f3a t\u1ea1o n\u00ean s\u1ee9c m\u1ea1nh kinh doanh v\u00e0 l\u1ee3i th\u1ebf c\u1ea1nh tranh c\u1ee7a m\u00ecnh.<\/p>\n

C\u00e1c m\u1ee9c \u0111\u1ed9 quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng<\/font><\/h3>\n

T\u00f9y thu\u1ed9c v\u00e0o b\u1ea3n ch\u1ea5t c\u1ee7a th\u1ecb tr\u01b0\u1eddng m\u1ee5c ti\u00eau m\u00e0 c\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 thi\u1ebft l\u1eadp m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng \u1edf nhi\u1ec1u m\u1ee9c \u0111\u1ed9 kh\u00e1c nhau. N\u1ebfu c\u00f4ng ty bao g\u1ed3m s\u1ed1 \u0111\u00f4ng nh\u1eefng kh\u00e1ch h\u00e0ng mang l\u1ea1i l\u1ee3i nhu\u1eadn th\u1ea5p, khi \u0111\u00f3 c\u00f4ng ty ch\u1ec9 c\u1ea7n duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u1edbi h\u1ecd b\u1eb1ng c\u00e1ch \u0111\u1ea3m b\u1ea3o nh\u1eefng l\u1ee3i \u00edch c\u01a1 b\u1ea3n cho kh\u00e1ch h\u00e0ng.\u00a0<\/p>\n

Ng\u01b0\u1ee3c lai, n\u1ebfu c\u00f4ng ty c\u00f3 s\u1ed1 l\u01b0\u1ee3ng \u00edt c\u00e1c kh\u00e1ch h\u00e0ng m\u00e0 t\u1ea5t c\u1ea3 m\u1ecdi ng\u01b0\u1eddi trong s\u1ed1 h\u1ecd \u0111\u1ec1u c\u00f3 kh\u1ea3 n\u0103ng \u0111em l\u1ea1i m\u1ee9c l\u1ee3i nhu\u1eadn cao, khi \u0111\u00f3 c\u00f4ng ty c\u1ea7n ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 \u0111\u1ea7y \u0111\u1ee7 \u0111\u1ed1i v\u1edbi h\u1ecd tr\u00ean tinh th\u1ea7n h\u1ee3p t\u00e1c “\u0111\u00f4i b\u00ean c\u00f9ng c\u00f3 l\u1ee3i”.\u00a0<\/p>\n

Ch\u1eb3ng h\u1ea1n, c\u00f4ng ty s\u1ea3n xu\u1ea5t nh\u1eefng h\u00e0ng h\u00f3a ti\u00eau d\u00f9ng r\u1ed9ng r\u00e3i ph\u1ed5 th\u00f4ng kh\u00f4ng nh\u1ea5t thi\u1ebft ph\u1ea3i g\u1ecdi \u0111i\u1ec7n tho\u1ea1i \u0111\u1ec3 l\u00e0m quen v\u00e0 th\u0103m h\u1ecfi \u0111\u1ebfn t\u1eebng kh\u00e1ch h\u00e0ng mua l\u1ebb s\u1ea3n ph\u1ea9m c\u1ee7a h\u1ecd ngo\u00e0i nh\u1eefng ho\u1ea1t \u0111\u1ed9ng ph\u1ed5 bi\u1ebfn nh\u01b0: qu\u1ea3ng c\u00e1o, khuy\u1ebfn m\u1ea1i, thi\u1ebft l\u1eadp \u0111\u01b0\u1eddng d\u00e2y n\u00f3ng…\u00a0<\/p>\n

Thay v\u00e0o \u0111\u00f3, c\u00e1c chuy\u00ean gia quan h\u1ec7 kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd c\u1ea7n ph\u1ea3i thi\u1ebft l\u1eadp, c\u1ed9ng t\u00e1c ch\u1eb7t ch\u1ebd v\u1edbi c\u00e1c nh\u00e0 b\u00e1n l\u1ebb.<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: Marketing c\u0103n b\u1ea3n, GS.TS. Tr\u1ea7n Minh \u0110\u1ea1o, , NXB \u0110\u1ea1i h\u1ecdc Kinh t\u1ebf Qu\u1ed1c d\u00e2n)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n Qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng (ti\u1ebfng Anh: Customer relationship management \u2013 CRM) \u0111\u01b0\u1ee3c coi l\u00e0 kh\u00e1i ni\u1ec7m quan tr\u1ecdng nh\u1ea5t ph\u1ea3n \u00e1nh b\u1ea3n ch\u1ea5t c\u1ed1t l\u00f5i c\u1ee7a marketing hi\u1ec7n \u0111\u1ea1i.\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[422],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36413"}],"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=36413"}],"version-history":[{"count":1,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36413\/revisions"}],"predecessor-version":[{"id":68879,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/36413\/revisions\/68879"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=36413"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=36413"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=36413"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}