{"id":48102,"date":"2023-12-16T21:58:50","date_gmt":"2023-12-16T21:58:50","guid":{"rendered":"https:\/\/masterskills.org\/blog\/customer-centric-la-gi-cac-buoc-thuc-hien-chien-luoc-customer-centric-hieu-qua.html"},"modified":"2023-12-16T21:58:50","modified_gmt":"2023-12-16T21:58:50","slug":"customer-centric-la-gi-cac-buoc-thuc-hien-chien-luoc-customer-centric-hieu-qua","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/customer-centric-la-gi-cac-buoc-thuc-hien-chien-luoc-customer-centric-hieu-qua.html","title":{"rendered":"Customer Centric L\u00e0 G\u00ec? C\u00e1c B\u01b0\u1edbc Th\u1ef1c Hi\u1ec7n Chi\u1ebfn L\u01b0\u1ee3c Customer Centric Hi\u1ec7u Qu\u1ea3"},"content":{"rendered":"
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Trong b\u1ed1i c\u1ea3nh kinh doanh n\u0103ng \u0111\u1ed9ng v\u00e0 c\u1ea1nh tranh ng\u00e0y nay, n\u01a1i k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng t\u0103ng l\u00ean m\u1ed9t t\u1ea7m cao m\u1edbi, vi\u1ec7c \u00e1p d\u1ee5ng ph\u01b0\u01a1ng ph\u00e1p Customer Centric kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t xu h\u01b0\u1edbng\u2014\u0111\u00f3 c\u00f2n l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c s\u1ed1ng c\u00f2n c\u1ee7a m\u1ecdi doanh nghi\u1ec7p. V\u1eady Customer Centric l\u00e0 g\u00ec<\/strong>? H\u00e3y c\u00f9ng Masterskills t\u00ecm hi\u1ec3u kh\u00e1i ni\u1ec7m v\u00e0 c\u00e1c b\u01b0\u1edbc th\u1ef1c hi\u1ec7n chi\u1ebfn l\u01b0\u1ee3c Customer Centric hi\u1ec7u qu\u1ea3 th\u00f4ng qua b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y!<\/p>\n

1. Customer Centric l\u00e0 g\u00ec?<\/strong><\/h2>\n

\u0110\u1ea7u ti\u00ean, Customer Centric l\u00e0 g\u00ec<\/strong>? Customer Centric hay l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m, l\u00e0 m\u1ed9t thu\u1eadt ng\u1eef n\u1ed5i b\u1eadt trong b\u1ed1i c\u1ea3nh kinh doanh hi\u1ec7n \u0111\u1ea1i, \u0111\u1ea1i di\u1ec7n cho s\u1ef1 thay \u0111\u1ed5i m\u00f4 h\u00ecnh trong c\u00e1ch c\u00e1c t\u1ed5 ch\u1ee9c ti\u1ebfp c\u1eadn ho\u1ea1t \u0111\u1ed9ng c\u1ee7a h\u1ecd.\u00a0<\/p>\n

V\u1ec1 b\u1ea3n ch\u1ea5t, \u0111\u00e2y l\u00e0 tri\u1ebft l\u00fd \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u1ee7a m\u1ecdi quy\u1ebft \u0111\u1ecbnh, chi\u1ebfn l\u01b0\u1ee3c v\u00e0 t\u01b0\u01a1ng t\u00e1c. \u0110\u00e3 qua r\u1ed3i c\u00e1i th\u1eddi m\u00e0 c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 b\u1ecf qua s\u1edf th\u00edch v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. Trong th\u1eddi \u0111\u1ea1i th\u00f4ng tin v\u00e0 k\u1ebft n\u1ed1i ng\u00e0y nay, k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng cao h\u01a1n bao gi\u1edd h\u1ebft v\u00e0 c\u00e1ch ti\u1ebfp c\u1eadn Customer Centric kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c m\u00e0 c\u00f2n l\u00e0 m\u1ed9t \u0111i\u1ec1u ki\u1ec7n c\u1ea7n thi\u1ebft v\u00e0 c\u01a1 b\u1ea3n \u0111\u1ec3 th\u00e0nh c\u00f4ng.<\/p>\n

2. T\u1ea7m quan tr\u1ecdng c\u1ee7a c\u00e1ch ti\u1ebfp c\u1eadn Customer Centric<\/strong><\/h2>\n

Hi\u1ec3u \u0111\u01b0\u1ee3c t\u1ea7m quan tr\u1ecdng th\u1ef1c s\u1ef1 c\u1ee7a vi\u1ec7c \u00e1p d\u1ee5ng c\u00e1ch ti\u1ebfp c\u1eadn Customer Centric l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi m\u1ecdi doanh nghi\u1ec7p. N\u00f3 kh\u00f4ng ch\u1ec9 l\u00e0 b\u1eaft k\u1ecbp nh\u1eefng xu h\u01b0\u1edbng m\u1edbi nh\u1ea5t; \u0111\u00f3 l\u00e0 v\u1ec1 vi\u1ec7c thay \u0111\u1ed5i c\u01a1 b\u1ea3n DNA c\u1ee7a t\u1ed5 ch\u1ee9c \u0111\u1ec3 ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u v\u00e0 mong mu\u1ed1n kh\u00f4ng ng\u1eebng ph\u00e1t tri\u1ec3n d\u1ef1a tr\u00ean c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n.\u00a0<\/p>\n

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T\u1ea7m quan tr\u1ecdng c\u1ee7a c\u00e1ch ti\u1ebfp c\u1eadn Customer Centric<\/figcaption><\/figure>\n<\/div>\n

Chi\u1ebfn l\u01b0\u1ee3c Customer Centric \u0111\u1ea3m b\u1ea3o r\u1eb1ng m\u1ecdi kh\u00eda c\u1ea1nh trong ho\u1ea1t \u0111\u1ed9ng kinh doanh c\u1ee7a b\u1ea1n, t\u1eeb ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m \u0111\u1ebfn c\u00e1c chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb, \u0111\u1ec1u ph\u00f9 h\u1ee3p v\u1edbi \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau. S\u1ef1 li\u00ean k\u1ebft n\u00e0y l\u00e0 y\u1ebfu t\u1ed1 thay \u0111\u1ed5i cu\u1ed9c ch\u01a1i, cho ph\u00e9p b\u1ea1n lu\u00f4n ph\u00f9 h\u1ee3p v\u00e0 t\u1ea1o m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng l\u00e2u d\u00e0i trong m\u1ed9t th\u1ecb tr\u01b0\u1eddng c\u1ea1nh tranh kh\u1ed1c li\u1ec7t.<\/p>\n

3. C\u0103n ch\u1ec9nh c\u00e1c quy\u1ebft \u0111\u1ecbnh kinh doanh v\u1edbi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n

H\u00e3y t\u01b0\u1edfng t\u01b0\u1ee3ng m\u1ed9t k\u1ecbch b\u1ea3n, trong \u0111\u00f3 m\u1ecdi quy\u1ebft \u0111\u1ecbnh m\u00e0 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n \u0111\u01b0a ra, cho d\u00f9 \u0111\u00f3 l\u00e0 tung ra s\u1ea3n ph\u1ea9m m\u1edbi, s\u1eeda \u0111\u1ed5i chi\u1ebfn l\u01b0\u1ee3c gi\u00e1 hay m\u1edf r\u1ed9ng sang th\u1ecb tr\u01b0\u1eddng m\u1edbi, \u0111\u1ec1u b\u1eaft ngu\u1ed3n t\u1eeb s\u1ef1 hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u1ec1 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u00e2y l\u00e0 b\u1ea3n ch\u1ea5t c\u1ee7a Customer Centric.\u00a0<\/p>\n

B\u1eb1ng c\u00e1ch \u0111i\u1ec1u ch\u1ec9nh t\u1ec9 m\u1ec9 c\u00e1c quy\u1ebft \u0111\u1ecbnh kinh doanh v\u1edbi nhu c\u1ea7u v\u00e0 mong mu\u1ed1n th\u1ef1c s\u1ef1 c\u1ee7a c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng, b\u1ea1n s\u1ebd t\u1ea1o ra m\u1ed9t m\u1ed1i quan h\u1ec7 c\u1ed9ng sinh v\u00e0 hi\u1ec7u qu\u1ea3. S\u1ef1 li\u00ean k\u1ebft n\u00e0y kh\u00f4ng ch\u1ec9 \u0111\u1ea3m b\u1ea3o r\u1eb1ng d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n ph\u1ee5c v\u1ee5 tr\u1ef1c ti\u1ebfp cho kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n n\u00e2ng cao tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a h\u1ecd v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.\u00a0<\/p>\n

Vi\u1ec7c k\u1ebft h\u1ee3p c\u00e1ch ti\u1ebfp c\u1eadn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m v\u00e0o ho\u1ea1t \u0111\u1ed9ng kinh doanh c\u1ee7a b\u1ea1n kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t xu h\u01b0\u1edbng; \u0111\u00f3 l\u00e0 m\u1ed9t m\u1ec7nh l\u1ec7nh chi\u1ebfn l\u01b0\u1ee3c c\u00f3 ti\u1ec1m n\u0103ng c\u00e1ch m\u1ea1ng h\u00f3a c\u00e1ch b\u1ea1n v\u1eadn h\u00e0nh, v\u01b0\u1ee3t l\u00ean tr\u00ean c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh v\u00e0 \u0111\u1ea3m b\u1ea3o th\u00e0nh c\u00f4ng l\u00e2u d\u00e0i. B\u1eb1ng c\u00e1ch bi\u1ebfn kh\u00e1ch h\u00e0ng th\u00e0nh chi\u1ebfc la b\u00e0n h\u01b0\u1edbng d\u1eabn h\u00e0nh tr\u00ecnh kinh doanh c\u1ee7a m\u00ecnh, b\u1ea1n \u0111ang \u0111\u1ecbnh v\u1ecb b\u1ea3n th\u00e2n \u0111\u1ec3 ph\u00e1t tri\u1ec3n trong b\u1ed1i c\u1ea3nh kinh doanh \u0111ang thay \u0111\u1ed5i nhanh ch\u00f3ng.<\/p>\n

4. L\u1ee3i \u00edch c\u1ee7a vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/strong><\/h2>\n

4.1 S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c n\u00e2ng cao<\/strong><\/h3>\n

Khi b\u1ea1n \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0m t\u00e2m \u0111i\u1ec3m trong chi\u1ebfn l\u01b0\u1ee3c kinh doanh c\u1ee7a m\u00ecnh, m\u1ed9t trong nh\u1eefng l\u1ee3i \u00edch t\u1ee9c th\u00ec v\u00e0 c\u00f3 t\u00e1c \u0111\u1ed9ng l\u1edbn nh\u1ea5t l\u00e0 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c n\u00e2ng cao. B\u1eb1ng c\u00e1ch \u0111i\u1ec1u ch\u1ec9nh c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 t\u01b0\u01a1ng t\u00e1c c\u1ee7a b\u1ea1n v\u1edbi c\u00e1c nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee5 th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea1n t\u1ea1o ra m\u1ed9t m\u00f4i tr\u01b0\u1eddng n\u01a1i h\u1ecd kh\u00f4ng ch\u1ec9 c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c coi tr\u1ecdng m\u00e0 c\u00f2n th\u1ef1c s\u1ef1 \u0111\u01b0\u1ee3c th\u1ea5u hi\u1ec3u.\u00a0<\/p>\n

S\u1ef1 h\u00e0i l\u00f2ng n\u00e2ng cao n\u00e0y v\u01b0\u1ee3t ra ngo\u00e0i c\u00e1c giao d\u1ecbch c\u00e1 nh\u00e2n; n\u00f3 tr\u1edf th\u00e0nh \u0111\u1ed9ng l\u1ef1c cho s\u1ef1 trung th\u00e0nh v\u00e0 \u1ee7ng h\u1ed9 c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng quay tr\u1edf l\u1ea1i, chia s\u1ebb tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c v\u1edbi nh\u1eefng ng\u01b0\u1eddi kh\u00e1c v\u00e0 th\u1eadm ch\u00ed tha th\u1ee9 cho nh\u1eefng sai l\u1ea7m nh\u1ecf nh\u1eb7t c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u. Hi\u1ec7u \u1ee9ng lan t\u1ecfa n\u00e0y x\u00e2y d\u1ef1ng m\u1ed9t n\u1ec1n t\u1ea3ng v\u1eefng ch\u1eafc cho th\u00e0nh c\u00f4ng l\u00e2u d\u00e0i.<\/p>\n

4.2 C\u1ea3i thi\u1ec7n kh\u1ea3 n\u0103ng gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n

C\u00e1ch ti\u1ebfp c\u1eadn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m kh\u00f4ng ch\u1ec9 d\u1eebng l\u1ea1i \u1edf vi\u1ec7c \u0111\u00e1p \u1ee9ng nhu c\u1ea7u t\u1ee9c th\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng. N\u00f3 m\u1edf r\u1ed9ng sang l\u0129nh v\u1ef1c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, c\u1ee7ng c\u1ed1 m\u1ed1i quan h\u1ec7 gi\u1eefa th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n v\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. Khi kh\u00e1ch h\u00e0ng lu\u00f4n t\u00ecm th\u1ea5y gi\u00e1 tr\u1ecb trong c\u00e1c d\u1ecbch v\u1ee5 v\u00e0 nh\u1eadn th\u1ea5y r\u1eb1ng b\u1ea1n cam k\u1ebft \u0111\u00e1p \u1ee9ng c\u00e1c y\u00eau c\u1ea7u ng\u00e0y c\u00e0ng t\u0103ng c\u1ee7a h\u1ecd, h\u1ecd s\u1ebd tr\u1edf n\u00ean trung th\u00e0nh h\u01a1n.\u00a0<\/p>\n

L\u00f2ng trung th\u00e0nh n\u00e0y kh\u00f4ng ch\u1ec9 c\u00f3 gi\u00e1 tr\u1ecb v\u1ec1 doanh thu li\u00ean t\u1ee5c; n\u00f3 c\u0169ng l\u00e0m gi\u1ea3m t\u1ef7 l\u1ec7 r\u1eddi b\u1ecf. Nh\u1eefng kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y c\u00f3 gi\u00e1 tr\u1ecb th\u1ef1c s\u1ef1 \u00edt c\u00f3 kh\u1ea3 n\u0103ng chuy\u1ec3n sang \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh. Hi\u1ec7u \u1ee9ng n\u00e0y \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng trong c\u00e1c ng\u00e0nh m\u00e0 doanh thu t\u1eeb kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t m\u1ed1i quan t\u00e2m \u0111\u00e1ng k\u1ec3. B\u1ea1n c\u00f3 th\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u00e0 h\u00e0i l\u00f2ng c\u00e0ng l\u00e2u th\u00ec doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u00e0ng tr\u1edf n\u00ean \u1ed5n \u0111\u1ecbnh v\u00e0 b\u1ec1n v\u1eefng.<\/p>\n

4.3 L\u1ee3i nhu\u1eadn t\u0103ng<\/strong><\/h3>\n

M\u1eb7c d\u00f9 b\u1ea3n th\u00e2n s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng l\u00e0 v\u00f4 gi\u00e1, nh\u01b0ng l\u1ee3i \u00edch c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m v\u01b0\u1ee3t xa l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00f3 m\u1ed9t m\u1ed1i t\u01b0\u01a1ng quan tr\u1ef1c ti\u1ebfp gi\u1eefa vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m v\u00e0 t\u0103ng kh\u1ea3 n\u0103ng sinh l\u1eddi. Nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng kh\u00f4ng ch\u1ec9 quay l\u1ea1i v\u00e0 mua h\u00e0ng m\u00e0 c\u00f2n c\u00f3 xu h\u01b0\u1edbng kh\u00e1m ph\u00e1 c\u00e1c s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 b\u1ed5 sung m\u00e0 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n cung c\u1ea5p.\u00a0<\/p>\n

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L\u1ee3i nhu\u1eadn t\u0103ng<\/figcaption><\/figure>\n<\/div>\n

Ti\u1ec1m n\u0103ng Upsell v\u00e0 Cross-sell n\u00e0y c\u00f3 th\u1ec3 t\u00e1c \u0111\u1ed9ng \u0111\u00e1ng k\u1ec3 \u0111\u1ebfn l\u1ee3i nhu\u1eadn c\u1ee7a b\u1ea1n. H\u01a1n n\u1eefa, c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng trung th\u00e0nh th\u01b0\u1eddng \u0111\u00f3ng vai tr\u00f2 l\u00e0 n\u1ec1n t\u1ea3ng cho ti\u1ebfp th\u1ecb truy\u1ec1n mi\u1ec7ng (Word of mouth). Khi kh\u00e1ch h\u00e0ng nhi\u1ec7t t\u00ecnh \u1ee7ng h\u1ed9 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n, \u0111i\u1ec1u \u0111\u00f3 s\u1ebd mang l\u1ea1i nh\u1eefng kh\u00e1ch h\u00e0ng m\u1edbi v\u1edbi t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i cao h\u01a1n, gi\u00fap gi\u1ea3m chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3.<\/p>\n

4.4 L\u1ee3i th\u1ebf c\u1ea1nh tranh<\/strong><\/h3>\n

Trong b\u1ed1i c\u1ea3nh kinh doanh c\u1ea1nh tranh kh\u1ed1c li\u1ec7t ng\u00e0y nay, vi\u1ec7c \u0111\u1ea1t \u0111\u01b0\u1ee3c l\u1ee3i th\u1ebf c\u1ea1nh tranh l\u00e0 \u0111i\u1ec1u t\u1ed1i quan tr\u1ecdng. C\u00e1ch ti\u1ebfp c\u1eadn Customer Centric cung c\u1ea5p ch\u00ednh x\u00e1c \u0111i\u1ec1u \u0111\u00f3. B\u1eb1ng c\u00e1ch hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 pain point (n\u1ed7i \u0111au c\u1ee7a kh\u00e1ch h\u00e0ng), s\u1edf th\u00edch v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng so v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh, b\u1ea1n \u0111\u1ecbnh v\u1ecb m\u00ecnh l\u00e0 nh\u00e0 cung c\u1ea5p gi\u1ea3i ph\u00e1p ph\u00f9 h\u1ee3p.\u00a0<\/p>\n

D\u1ef1 \u0111o\u00e1n v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh mang l\u1ea1i cho b\u1ea1n m\u1ed9t l\u1ee3i th\u1ebf \u0111\u00e1ng k\u1ec3. L\u1ee3i th\u1ebf n\u00e0y kh\u00f4ng ch\u1ec9 l\u00e0 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi; \u0111\u00f3 l\u00e0 v\u1ec1 vi\u1ec7c gi\u1eef l\u1ea1i nh\u1eefng c\u00e1i hi\u1ec7n c\u00f3 c\u1ee7a b\u1ea1n, t\u1ea1o ra nh\u1eefng ng\u01b0\u1eddi \u1ee7ng h\u1ed9 kh\u00e1ch h\u00e0ng v\u00e0 m\u1edf r\u1ed9ng th\u1ecb ph\u1ea7n c\u1ee7a b\u1ea1n. Kh\u1ea3 n\u0103ng \u0111i\u1ec1u ch\u1ec9nh c\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n d\u1ef1a tr\u00ean th\u00f4ng tin chi ti\u1ebft th\u1ef1c s\u1ef1 v\u1ec1 kh\u00e1ch h\u00e0ng gi\u00fap b\u1ea1n tr\u1edf n\u00ean kh\u00e1c bi\u1ec7t, khi\u1ebfn c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh kh\u00f3 b\u1eaft ch\u01b0\u1edbc th\u00e0nh c\u00f4ng c\u1ee7a b\u1ea1n h\u01a1n.<\/p>\n

5. C\u00e1c b\u01b0\u1edbc th\u1ef1c hi\u1ec7n chi\u1ebfn l\u01b0\u1ee3c Customer Centric hi\u1ec7u qu\u1ea3<\/strong><\/h2>\n

5.1 Hi\u1ec3u r\u00f5 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n<\/strong><\/h3>\n

\u0110\u1ec3 th\u1ef1c s\u1ef1 khai th\u00e1c s\u1ee9c m\u1ea1nh c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c Customer Centric, b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean l\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 hi\u1ec3u bi\u1ebft to\u00e0n di\u1ec7n v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. \u0110i\u1ec1u n\u00e0y v\u01b0\u1ee3t ra ngo\u00e0i nh\u00e2n kh\u1ea9u h\u1ecdc c\u01a1 b\u1ea3n; n\u00f3 li\u00ean quan \u0111\u1ebfn vi\u1ec7c \u0111i s\u00e2u v\u00e0o \u0111\u1ed9ng c\u01a1, pain point, nguy\u1ec7n v\u1ecdng v\u00e0 h\u00e0nh vi c\u1ee7a h\u1ecd.\u00a0<\/p>\n

H\u00e3y c\u00e2n nh\u1eafc ti\u1ebfn h\u00e0nh nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng chuy\u00ean s\u00e2u, kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u l\u1ecbch s\u1eed \u0111\u1ec3 kh\u00e1m ph\u00e1 nh\u1eefng th\u00f4ng tin chi ti\u1ebft c\u00f3 gi\u00e1 tr\u1ecb. B\u1eb1ng c\u00e1ch l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng (customer journey) v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac ch\u00ednh, b\u1ea1n c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng c\u00e1i nh\u00ecn t\u1ed5ng th\u1ec3 v\u1ec1 c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. Hi\u1ec3u \u0111\u01b0\u1ee3c \u0111i\u1ec1u g\u00ec th\u00fac \u0111\u1ea9y kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n cho ph\u00e9p b\u1ea1n \u0111i\u1ec1u ch\u1ec9nh c\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c theo nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/p>\n

5.2 C\u00e1 nh\u00e2n h\u00f3a t\u01b0\u01a1ng t\u00e1c<\/strong><\/h3>\n

Khi b\u1ea1n \u0111\u00e3 hi\u1ec3u r\u00f5 v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh, b\u01b0\u1edbc ti\u1ebfp theo l\u00e0 c\u00e1 nh\u00e2n h\u00f3a m\u1ecdi t\u01b0\u01a1ng t\u00e1c. \u0110\u00e3 qua r\u1ed3i c\u00e1i th\u1eddi c\u1ee7a nh\u1eefng c\u00e1ch ti\u1ebfp c\u1eadn chung chung, m\u1ed9t k\u00edch c\u1ee1 ph\u00f9 h\u1ee3p v\u1edbi t\u1ea5t c\u1ea3. T\u1eadn d\u1ee5ng d\u1eef li\u1ec7u b\u1ea1n \u0111\u00e3 thu th\u1eadp \u0111\u1ec3 t\u1ea1o tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a t\u1ea1i m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac.\u00a0<\/p>\n

Cho d\u00f9 \u0111\u00f3 l\u00e0 th\u00f4ng qua email marketing, c\u00e1c \u0111\u1ec1 xu\u1ea5t \u0111\u01b0\u1ee3c t\u00f9y ch\u1ec9nh tr\u00ean trang web c\u1ee7a b\u1ea1n hay ph\u1ea3n h\u1ed3i \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a t\u1eeb b\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng, th\u00ec m\u1ee5c ti\u00eau l\u00e0 l\u00e0m cho m\u1ed7i kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y m\u00ecnh l\u00e0 m\u1ed9t c\u00e1 nh\u00e2n gi\u00e1 tr\u1ecb. C\u00e1 nh\u00e2n h\u00f3a kh\u00f4ng ch\u1ec9 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n t\u0103ng t\u1ef7 l\u1ec7 t\u01b0\u01a1ng t\u00e1c v\u00e0 chuy\u1ec3n \u0111\u1ed5i.<\/p>\n

\n
C\u00e1 nh\u00e2n ho\u00e1 t\u01b0\u01a1ng t\u00e1c<\/figcaption><\/figure>\n<\/div>\n

5.3 Trao quy\u1ec1n cho nh\u00e2n vi\u00ean<\/strong><\/h3>\n

M\u1ed9t kh\u00eda c\u1ea1nh quan tr\u1ecdng c\u1ee7a vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m th\u00e0nh c\u00f4ng l\u00e0 trao quy\u1ec1n cho nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n. H\u1ecd l\u00e0 nh\u1eefng \u0111\u1ea1i di\u1ec7n cho th\u01b0\u01a1ng hi\u1ec7u v\u00e0 kh\u1ea3 n\u0103ng hi\u1ec3u c\u0169ng nh\u01b0 gi\u1ea3i quy\u1ebft nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd l\u00e0 r\u1ea5t quan tr\u1ecdng.\u00a0<\/p>\n

Trao quy\u1ec1n cho nh\u00f3m c\u1ee7a b\u1ea1n b\u1eb1ng c\u00e1ch cung c\u1ea5p ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o to\u00e0n di\u1ec7n v\u1ec1 c\u00e1c nguy\u00ean t\u1eafc v\u1ec1 Customer Centric, giao ti\u1ebfp hi\u1ec7u qu\u1ea3 v\u00e0 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1. Khuy\u1ebfn kh\u00edch m\u1ed9t m\u00f4i tr\u01b0\u1eddng l\u00e0m vi\u1ec7c n\u01a1i nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c trao quy\u1ec1n t\u1ef1 ch\u1ee7 \u0111\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh d\u1ef1a tr\u00ean vi\u1ec7c \u01b0u ti\u00ean s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

5.4 Thu th\u1eadp th\u00f4ng tin ph\u1ea3n h\u1ed3i<\/strong><\/h3>\n

Ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t m\u1ecf v\u00e0ng c\u1ee7a nh\u1eefng insight th\u00fa v\u1ecb. H\u00e3y tri\u1ec3n khai h\u1ec7 th\u1ed1ng thu th\u1eadp ph\u1ea3n h\u1ed3i m\u1ed9t c\u00e1ch nh\u1ea5t qu\u00e1n, cho d\u00f9 th\u00f4ng qua kh\u1ea3o s\u00e1t, \u0111\u00e1nh gi\u00e1 ho\u1eb7c t\u01b0\u01a1ng t\u00e1c tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. Ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i n\u00e0y \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c xu h\u01b0\u1edbng, \u0111i\u1ec3m y\u1ebfu v\u00e0 c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n.\u00a0<\/p>\n

S\u1eed d\u1ee5ng th\u00f4ng tin n\u00e0y kh\u00f4ng ch\u1ec9 \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 tr\u01b0\u1edbc m\u1eaft m\u00e0 c\u00f2n \u0111\u1ec3 th\u00fac \u0111\u1ea9y s\u1ef1 \u0111\u1ed5i m\u1edbi. Kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 cao b\u1ea1n khi h\u1ecd th\u1ea5y ph\u1ea3n h\u1ed3i c\u1ee7a m\u00ecnh d\u1eabn \u0111\u1ebfn nh\u1eefng thay \u0111\u1ed5i t\u00edch c\u1ef1c. B\u1eb1ng c\u00e1ch li\u00ean t\u1ee5c l\u1eafng nghe kh\u00e1ch h\u00e0ng v\u00e0 ch\u1ee9ng minh r\u1eb1ng b\u1ea1n coi tr\u1ecdng \u00fd ki\u1ebfn c\u1ee7a h\u1ecd, b\u1ea1n kh\u00f4ng ch\u1ec9 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng m\u00e0 c\u00f2n x\u00e2y d\u1ef1ng l\u00f2ng tin v\u00e0 l\u00f2ng trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n

K\u1ebft lu\u1eadn<\/strong><\/h2>\n

V\u1eady l\u00e0 Masterskills \u0111\u00e3 c\u00f9ng b\u1ea1n t\u00ecm hi\u1ec3u Customer Centric l\u00e0 g\u00ec<\/strong> v\u00e0 nh\u1eefng l\u1ee3i \u00edch c\u1ee7a c\u00e1ch ti\u1ebfp c\u1eadn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m. Customer Centric kh\u00f4ng c\u00f2n l\u00e0 m\u1ed9t s\u1ef1 l\u1ef1a ch\u1ecdn; \u0111\u00f3 l\u00e0 m\u1ed9t \u0111i\u1ec1u c\u1ea7n thi\u1ebft \u0111\u1ec3 ph\u00e1t tri\u1ec3n trong th\u1ebf gi\u1edbi kinh doanh hi\u1ec7n \u0111\u1ea1i.\u00a0<\/p>\n

N\u1ebfu b\u1ea1n c\u1ea3m th\u1ea5y h\u1ee9ng th\u00fa v\u1edbi c\u00e1c ch\u1ee7 \u0111\u1ec1 t\u01b0\u01a1ng t\u1ef1, h\u00e3y gh\u00e9 qua Blog c\u1ee7a Masterskills \u0111\u1ec3 c\u1eadp nh\u1eadt th\u00eam nhi\u1ec1u n\u1ed9i dung ch\u1ea5t l\u01b0\u1ee3ng kh\u00e1c nh\u00e9!<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Trong b\u1ed1i c\u1ea3nh kinh doanh n\u0103ng \u0111\u1ed9ng v\u00e0 c\u1ea1nh tranh ng\u00e0y nay, n\u01a1i k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng t\u0103ng l\u00ean m\u1ed9t t\u1ea7m cao m\u1edbi, vi\u1ec7c \u00e1p d\u1ee5ng ph\u01b0\u01a1ng ph\u00e1p Customer Centric kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t xu h\u01b0\u1edbng\u2014\u0111\u00f3 c\u00f2n l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c s\u1ed1ng c\u00f2n c\u1ee7a m\u1ecdi doanh nghi\u1ec7p. V\u1eady Customer Centric l\u00e0 g\u00ec? […]<\/p>\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\/48102"}],"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=48102"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/48102\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=48102"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=48102"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=48102"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}