{"id":51497,"date":"2023-12-20T00:20:42","date_gmt":"2023-12-19T17:20:42","guid":{"rendered":"https:\/\/masterskills.org\/blog\/quy-trinh-crm-la-gi-cac-buoc-thuc-hien-trong-quy-trinh-crm.html"},"modified":"2023-12-20T00:20:42","modified_gmt":"2023-12-19T17:20:42","slug":"quy-trinh-crm-la-gi-cac-buoc-thuc-hien-trong-quy-trinh-crm","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/quy-trinh-crm-la-gi-cac-buoc-thuc-hien-trong-quy-trinh-crm.html","title":{"rendered":"Quy tr\u00ecnh CRM l\u00e0 g\u00ec? C\u00e1c b\u01b0\u1edbc th\u1ef1c hi\u1ec7n trong quy tr\u00ecnh CRM"},"content":{"rendered":"
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D\u1eef li\u1ec7u v\u1ec1 kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng t\u0103ng l\u00ean m\u1ed9t c\u00e1ch \u0111\u00e1ng k\u1ec3, v\u00e0 vi\u1ec7c qu\u1ea3n l\u00fd l\u01b0\u1ee3ng th\u00f4ng tin l\u1edbn n\u00e0y l\u1ea1i tr\u1edf n\u00ean kh\u00f3 kh\u0103n. \u0110i\u1ec1u n\u00e0y \u0111\u1eb7t ra nhu c\u1ea7u v\u00e0 th\u00e1ch th\u1ee9c m\u1edbi cho c\u00e1c doanh nghi\u1ec7p khi x\u00e2y d\u1ef1ng m\u1ed9t quy tr\u00ecnh CRM (Qu\u1ea3n tr\u1ecb Quan h\u1ec7 Kh\u00e1ch h\u00e0ng) c\u00f3 h\u1ec7 th\u1ed1ng v\u00e0 t\u1ed5 ch\u1ee9c, \u0111\u1ea3m b\u1ea3o c\u00e1c b\u01b0\u1edbc \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n m\u1ed9t c\u00e1ch t\u1ed1i \u01b0u ho\u00e1 v\u00e0 hi\u1ec7u qu\u1ea3 nh\u1ea5t.<\/span><\/p>\n

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CRM la\u0300 gi\u0300?<\/b><\/div>\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, \u0111\u1ec1 c\u1eadp \u0111\u1ebfn m\u1ecdi ho\u1ea1t \u0111\u1ed9ng, quy tr\u00ecnh, ph\u01b0\u01a1ng ph\u00e1p, chi\u1ebfn l\u01b0\u1ee3c\u2026 m\u00e0 doanh nghi\u1ec7p s\u1eed d\u1ee5ng \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n<\/div>\n

Mu\u0323c ti\u00eau cu\u0309a CRM<\/b><\/div>\n

M\u1ee5c ti\u00eau ch\u00ednh c\u1ee7a CRM l\u00e0 c\u1ea3i thi\u1ec7n m\u1ed1i quan h\u1ec7 kinh doanh, t\u1ed1i \u01b0u h\u00f3a c\u00e1c quy tr\u00ecnh t\u01b0\u01a1ng t\u00e1c nh\u1eb1m t\u0103ng s\u1ef1 k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng, t\u0103ng s\u1ef1 tin t\u01b0\u1edfng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p. \u0110\u00e2y l\u00e0 nh\u1eefng y\u1ebfu then ch\u00f4\u0301t gi\u00fap doanh nghi\u1ec7p gia t\u0103ng l\u1ee3i nhu\u1eadn va\u0300 pha\u0301t tri\u00ea\u0309n th\u01b0\u01a1ng hi\u00ea\u0323u.<\/p>\n<\/div>\n

Quy tr\u00ecnh CRM l\u00e0 g\u00ec?<\/b><\/h2>\n

Quy tr\u00ecnh CRM l\u00e0 c\u00e1c b\u01b0\u1edbc m\u00e0 doanh nghi\u1ec7p \u00e1p d\u1ee5ng \u0111\u1ec3 qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng, b\u1eaft \u0111\u1ea7u t\u1eeb khi ti\u1ebfp x\u00fac kh\u00e1ch h\u00e0ng l\u1ea7n \u0111\u1ea7u ti\u00ean cho \u0111\u1ebfn khi h\u1ecd tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng \u1ed5n \u0111\u1ecbnh v\u00e0 trung th\u00e0nh.<\/span><\/p>\n

\"Quy<\/p>\n

Quy tr\u00ecnh CRM l\u00e0 g\u00ec?<\/p>\n<\/div>\n

M\u1ee5c ti\u00eau c\u1ee7a vi\u1ec7c thi\u1ebft l\u1eadp quy tr\u00ecnh CRM l\u00e0 gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c ho\u1ea1t \u0111\u1ed9ng m\u1ed9t c\u00e1ch c\u1ee5 th\u1ec3, t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh, ti\u1ebft ki\u1ec7m chi ph\u00ed nh\u01b0ng v\u1eabn \u0111\u1ea3m b\u1ea3o hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c cao nh\u1ea5t.<\/span><\/p>\n

Vai tr\u00f2 c\u1ee7a quy tr\u00ecnh CRM \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p<\/b><\/h2>\n

Vai tr\u00f2 c\u1ee7a vi\u1ec7c thi\u1ebft l\u1eadp quy tr\u00ecnh CRM s\u1ebd mang l\u1ea1i nhi\u1ec1u l\u1ee3i \u00edch cho doanh nghi\u1ec7p, c\u1ee5 th\u1ec3:\u00a0<\/span><\/p>\n

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  • Qu\u1ea3n l\u00fd d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng: Quy tr\u00ecnh CRM gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh c\u1ee5 th\u1ec3 c\u00e1c b\u01b0\u1edbc c\u1ea7n l\u00e0m \u0111\u1ec3 t\u00ecm ki\u1ebfm v\u00e0 x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng CRM m\u1ed9t c\u00e1ch t\u1eadp trung v\u00e0 c\u00f3 c\u01a1 s\u1edf.<\/span><\/li>\n
  • Hi\u1ec3u r\u00f5 v\u1ec1 quy tr\u00ecnh l\u00e0m vi\u1ec7c v\u00e0 t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00f4ng vi\u1ec7c: \u00c1p d\u1ee5ng quy tr\u00ecnh CRM gi\u00fap nh\u00e2n vi\u00ean n\u1eafm r\u00f5 quy tr\u00ecnh l\u00e0m vi\u1ec7c, t\u00ecm ki\u1ebfm v\u00e0 truy xu\u1ea5t th\u00f4ng tin nhanh ch\u00f3ng. \u0110i\u1ec1u n\u00e0y gi\u1ea3m b\u1edbt c\u00e1c b\u01b0\u1edbc l\u1eb7p l\u1ea1i trong quy tr\u00ecnh, ti\u1ebft ki\u1ec7m th\u1eddi gian v\u00e0 chi ph\u00ed, c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3 v\u00e0 n\u0103ng su\u1ea5t l\u00e0m vi\u1ec7c.<\/span><\/li>\n
  • T\u0103ng th\u1eddi gian ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng remarketing: Khi x\u00e2y d\u1ef1ng quy tr\u00ecnh CRM hi\u1ec7u qu\u1ea3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 d\u00e0nh nhi\u1ec1u th\u1eddi gian h\u01a1n cho vi\u1ec7c th\u1ef1c hi\u1ec7n c\u00e1c ho\u1ea1t \u0111\u1ed9ng nh\u01b0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 ti\u1ebfp th\u1ecb l\u1ea1i.\u00a0<\/span><\/li>\n<\/ul>\n

    Quy tr\u00ecnh th\u1ef1c hi\u1ec7n CRM<\/b><\/h2>\n

    \u0110\u1ec3 x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c quy tr\u00ecnh CRM hi\u1ec7u qu\u1ea3, doanh nghi\u1ec7p c\u1ea7n t\u1eadp trung v\u00e0o vi\u1ec7c t\u1ea1o ra nhi\u1ec1u \u0111i\u1ec3m ch\u1ea1m v\u00e0 thu th\u1eadp th\u00f4ng tin c\u00f3 gi\u00e1 tr\u1ecb t\u1eeb kh\u00e1ch h\u00e0ng. Do \u0111\u00f3, doanh nghi\u1ec7p c\u1ea7n hi\u1ec3u tr\u01b0\u1edbc ti\u00ean v\u1ec1 v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng, v\u00e0 sau \u0111\u00f3 suy ra c\u00e1c ho\u1ea1t \u0111\u1ed9ng c\u1ea7n th\u1ef1c hi\u1ec7n cho quy tr\u00ecnh CRM, mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch v\u00e0 nh\u1ea5t qu\u00e1n. \u0110\u1ed3ng th\u1eddi, vi\u1ec7c ph\u1ed1i h\u1ee3p li\u1ec1n m\u1ea1ch gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn nh\u01b0 marketing, sales, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u0169ng l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft \u0111\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c b\u01b0\u1edbc c\u1ee5 th\u1ec3 trong quy tr\u00ecnh n\u00e0y:<\/span><\/p>\n

    \"T\u1eeb<\/p>\n

    T\u1eeb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng sang c\u00e1c b\u01b0\u1edbc trong quy tr\u00ecnh CRM<\/p>\n<\/div>\n

    B\u01b0\u1edbc 1: Thi\u1ebft l\u1eadp nh\u1eadn th\u1ee9c cu\u0309a kh\u00e1ch h\u00e0ng v\u00ea\u0300 th\u01b0\u01a1ng hi\u00ea\u0323u<\/b><\/h3>\n

    \u0110\u1ec3 thi\u1ebft l\u1eadp nh\u1eadn th\u1ee9c c\u1ee7a kh\u00e1ch h\u00e0ng, tr\u01b0\u1edbc ti\u00ean b\u1ea1n s\u1ebd c\u1ea7n:<\/span><\/p>\n

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    • Nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng: T\u00ecm hi\u1ec3u v\u1ec1 th\u1ecb tr\u01b0\u1eddng m\u1ee5c ti\u00eau c\u1ee7a b\u1ea1n, xu h\u01b0\u1edbng ti\u00eau d\u00f9ng v\u00e0 m\u1ee9c \u0111\u1ed9 c\u1ea1nh tranh c\u1ee7a s\u1ea3n ph\u1ea9m,\u2026<\/span><\/li>\n
    • X\u00e1c \u0111\u1ecbnh ch\u00e2n dung kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau: C\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb s\u1ebd ti\u1ebfn h\u00e0nh nghi\u00ean c\u1ee9u c\u00e1c \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 \u0111\u1ed9 tu\u1ed5i, s\u1edf th\u00edch, k\u00eanh th\u00f4ng tin \u01b0a th\u00edch, th\u00f4ng \u0111i\u1ec7p m\u00e0 h\u1ecd ph\u1ea3n \u1ee9ng t\u00edch c\u1ef1c nh\u1ea5t v\u00e0 nh\u1eefng v\u1ea5n \u0111\u1ec1 m\u00e0 h\u1ecd quan t\u00e2m.<\/span><\/li>\n
    • Ph\u00e2n t\u00edch d\u1eef li\u1ec7u v\u00e0 ti\u1ebfn h\u00e0nh nh\u1eadp th\u00f4ng tin kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau v\u00e0o quy tr\u00ecnh CRM.<\/span><\/li>\n<\/ul>\n

      Sau khi \u0111\u00e3 c\u00f3 \u0111\u01b0\u1ee3c h\u00ecnh m\u1eabu l\u00fd t\u01b0\u1edfng v\u1ec1 kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p s\u1ebd c\u1ea7n \u0111\u1ea9y m\u1ea1nh c\u00e1c ho\u1ea1t \u0111\u1ed9ng marketing \u0111\u1ec3 n\u00e2ng cao nh\u1eadn th\u1ee9c. D\u01b0\u01a1\u0301i \u0111\u00e2y la\u0300 m\u00f4\u0323t s\u00f4\u0301 ca\u0301ch th\u01b0\u0301c ph\u00f4\u0309 bi\u00ea\u0301n va\u0300 ghi nh\u00e2\u0323n hi\u00ea\u0323u qua\u0309 cao:<\/span><\/p>\n

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      • T\u1ea1o v\u00e0 chia s\u1ebb n\u1ed9i dung gi\u00e1 tr\u1ecb th\u00f4ng qua blogs, b\u00e0i vi\u1ebft, video, infographics, \u0111\u1ec3 g\u00e2y \u1ea5n t\u01b0\u1ee3ng v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
      • S\u1eed d\u1ee5ng c\u00e1c n\u1ec1n t\u1ea3ng\/ k\u00eanh m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng, v\u00e0 chia s\u1ebb th\u00f4ng tin v\u1ec1 s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5.<\/span><\/li>\n
      • Ngo\u00e0i ra, doanh nghi\u1ec7p c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng qu\u1ea3ng c\u00e1o k\u1ebft h\u1ee3p Google Ads, Facebook Ads v\u00e0 h\u1ee3p t\u00e1c v\u1edbi Influencers \u0111\u1ec3 qu\u1ea3ng b\u00e1 s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 \u0111\u1ebfn v\u1edbi m\u1ed9t l\u01b0\u1ee3ng l\u1edbn nh\u00f3m ng\u01b0\u1eddi theo d\u00f5i c\u1ee7a h\u1ecd.<\/span><\/li>\n<\/ul>\n

        B\u01b0\u1edbc 2: Thu h\u00fat kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng<\/b><\/h3>\n

        Thu hu\u0301t kha\u0301ch ha\u0300ng ti\u00ea\u0300m n\u0103ng va\u0300 thu th\u00e2\u0323p ca\u0301c d\u01b0\u0303 li\u00ea\u0323u v\u00ea\u0300 ho\u0323 la\u0300 b\u01b0\u01a1\u0301c ti\u00ea\u0301p theo trong quy tri\u0300nh CRM. Sau khi co\u0301 \u0111\u01b0\u01a1\u0323c d\u01b0\u0303 li\u00ea\u0323u v\u00ea\u0300 kha\u0301ch ha\u0300ng ti\u00ea\u0300m n\u0103ng, ba\u0323n co\u0301 th\u00ea\u0309 ti\u00ea\u0301n ha\u0300nh ti\u0300m hi\u00ea\u0309u va\u0300 ph\u00e2n ti\u0301ch insight kha\u0301ch ha\u0300ng, sau \u0111o\u0301 l\u00e2\u0323p k\u00ea\u0301 hoa\u0323ch, ph\u00e2n chia c\u00f4ng vi\u00ea\u0323c \u0111\u00ea\u0309 ti\u00ea\u0301p c\u00e2\u0323n, nu\u00f4i d\u01b0\u01a1\u0303ng va\u0300 chuy\u00ea\u0309n \u0111\u00f4\u0309i ho\u0323.\u00a0<\/span><\/p>\n

        M\u00f4\u0323t s\u00f4\u0301 ph\u01b0\u01a1ng ph\u00e1p x\u00e2y d\u01b0\u0323ng m\u00f4\u0301i quan h\u00ea\u0323 gi\u1eefa doanh nghi\u00ea\u0323p v\u00e0 kh\u00e1ch h\u00e0ng ti\u00ea\u0300m n\u0103ng, bao g\u1ed3m:<\/span><\/p>\n

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        • Khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng \u0111\u0103ng k\u00fd nh\u1eadn tin t\u1ee9c ho\u1eb7c \u0111i\u1ec1n th\u00f4ng tin tham gia th\u1eed nghi\u1ec7m s\u1ea3n ph\u1ea9m.<\/span><\/li>\n
        • T\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng th\u00f4ng qua s\u1ee9c \u1ea3nh h\u01b0\u1edfng t\u1eeb Influencers.<\/span><\/li>\n
        • T\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng th\u00f4ng qua m\u1ed1i quan h\u1ec7 c\u00e1 nh\u00e2n, s\u1ef1 ki\u1ec7n ng\u00e0nh, ca\u0301c k\u00eanh truy\u00ea\u0300n th\u00f4ng xa\u0303 h\u00f4\u0323i,\u2026<\/span><\/li>\n<\/ul>\n

          \u0110i\u1ec1u n\u00e0y gi\u00fap n\u00e2ng cao c\u01a1 h\u1ed9i m\u1edf r\u1ed9ng h\u1ec7 th\u1ed1ng th\u00f4ng tin kh\u00e1ch h\u00e0ng v\u00e0 theo d\u00f5i c\u00e1c ho\u1ea1t \u0111\u1ed9ng mua h\u00e0ng ti\u1ebfp theo c\u1ee7a h\u1ecd.<\/span><\/p>\n

          B\u01b0\u1edbc 3: Chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng th\u00e0nh kh\u00e1ch h\u00e0ng\u00a0<\/b><\/h3>\n

          Sau khi \u0111\u00e3 x\u00e2y d\u1ef1ng c\u01a1 s\u1edf d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng ti\u00ea\u0300m n\u0103ng, b\u01b0\u1edbc ti\u1ebfp theo la\u0300 chuy\u00ea\u0309n \u0111\u00f4\u0309i kha\u0301ch ti\u00ea\u0300m n\u0103ng tha\u0300nh kha\u0301ch ha\u0300ng th\u01b0\u0323c s\u01b0\u0323. \u0110\u00ea\u0309 la\u0300m \u0111\u01b0\u01a1\u0323c \u0111i\u00ea\u0300u na\u0300y, doanh nghi\u00ea\u0323p c\u00e2\u0300n ph\u00e2n ti\u0301ch d\u01b0\u0303 li\u00ea\u0323u CRM \u0111\u00ea\u0309 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 mong mu\u00f4\u0301n c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, di\u0323ch vu\u0323, th\u01b0\u01a1ng hi\u00ea\u0323u\u2026<\/span><\/p>\n

          \"Chuy\u1ec3n<\/p>\n

          Chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng th\u00e0nh kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

          N\u1ebfu nh\u1eadn th\u1ea5y kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng mua h\u00e0ng cao, \u0111\u1ed9i ng\u0169 b\u00e1n h\u00e0ng s\u1ebd ti\u1ebfp t\u1ee5c x\u00e2y d\u1ef1ng ni\u1ec1m tin v\u00e0 ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7. B\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng d\u1eef li\u1ec7u c\u00f3 s\u1eb5n trong h\u1ec7 th\u1ed1ng CRM, b\u1ea1n c\u00f3 th\u1ec3 t\u00f9y ch\u1ec9nh c\u00e1c \u01b0u \u0111\u00e3i c\u00e1 nh\u00e2n ho\u00e1 ho\u1eb7c \u00e1p d\u1ee5ng vi\u1ec7c \u0111\u00e1nh gi\u00e1 \u0111i\u1ec3m s\u1ed1 cho kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng gi\u00fap th\u00fac \u0111\u1ea9y kh\u1ea3 n\u0103ng mua h\u00e0ng c\u1ee7a h\u1ecd.<\/span><\/p>\n

          B\u01b0\u1edbc 4: Cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng xu\u1ea5t s\u1eafc\u00a0<\/b><\/h3>\n

          Qu\u00e1 tr\u00ecnh CRM kh\u00f4ng k\u1ebft th\u00fac khi chuy\u1ec3n \u0111\u1ed5i kha\u0301ch ha\u0300ng tha\u0300nh c\u00f4ng, ma\u0300 se\u0303 pha\u0301t tri\u00ea\u0309n m\u00f4\u0301i quan h\u00ea\u0323 l\u00e2u da\u0300i gi\u01b0\u0303a kha\u0301ch ha\u0300ng va\u0300 doanh nghi\u00ea\u0323p, \u0111\u00ea\u0309 khi\u00ea\u0301n kh\u00e1ch h\u00e0ng mua \u0111i mua la\u0323i nhi\u00ea\u0300u l\u00e2\u0300n, s\u0103\u0303n sa\u0300ng gi\u01a1\u0301i thi\u00ea\u0323u doanh nghi\u00ea\u0323p cho nh\u01b0\u0303ng ng\u01b0\u01a1\u0300i xung quanh ho\u0323. No\u0301i ca\u0301ch kha\u0301c, quy tri\u0300nh CRM co\u0300n h\u01b0\u01a1\u0301ng t\u01a1\u0301i x\u00e2y d\u01b0\u0323ng t\u00ea\u0323p kha\u0301ch ha\u0300ng trung tha\u0300nh v\u01a1\u0301i doanh nghi\u00ea\u0323p.\u00a0<\/span><\/p>\n

          Theo<\/span> B\u00e1o c\u00e1o Xu h\u01b0\u1edbng Tr\u1ea3i nghi\u1ec7m Kh\u00e1ch h\u00e0ng c\u1ee7a Zendesk<\/span>:<\/span><\/p>\n

            \n
          • 49% kh\u00e1ch h\u00e0ng cho r\u1eb1ng vi\u1ec7c gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd nhanh ch\u00f3ng s\u1ebd l\u00e0 tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t.\u00a0<\/span><\/li>\n
          • 57% kh\u00e1ch h\u00e0ng cho r\u1eb1ng vi\u1ec7c l\u1ef1a ch\u1ecdn k\u00eanh li\u00ean l\u1ea1c thu\u1eadn ti\u1ec7n v\u00e0 \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 t\u1ed1t s\u1ebd l\u00e0 tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t.\u00a0<\/span><\/li>\n<\/ul>\n

            Nh\u01b0 v\u1eady, c\u00f3 th\u1ec3 th\u1ea5y d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c x\u00e1c \u0111\u1ecbnh s\u1ef1 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u. S\u1ef1 thi\u1ebfu s\u00f3t trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn m\u1ea5t m\u00e1t kh\u00e1ch h\u00e0ng v\u00e0 \u1ea3nh h\u01b0\u1edfng ti\u00eau c\u1ef1c \u0111\u1ebfn uy t\u00edn c\u1ee7a doanh nghi\u1ec7p.<\/span><\/p>\n

            B\u01b0\u1edbc 5: B\u00e1n h\u00e0ng gia t\u0103ng va\u0300 ti\u00ea\u0301p thi\u0323 gi\u01a1\u0301i thi\u00ea\u0323u (upsell and referrals)<\/b><\/h3>\n

            Upsell l\u00e0 ho\u1ea1t \u0111\u1ed9ng thuy\u1ebft ph\u1ee5c kh\u00e1ch h\u00e0ng mua c\u00e1c g\u00f3i s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 cao c\u1ea5p v\u1edbi m\u1ee9c gi\u00e1 cao h\u01a1n nh\u01b0ng v\u1eabn ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a h\u1ecd nh\u1eb1m m\u1ee5c \u0111\u00edch t\u0103ng doanh thu. Referral marketing l\u00e0 vi\u1ec7c khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i gi\u1edbi thi\u1ec7u doanh nghi\u1ec7p \u0111\u1ebfn v\u1edbi nhi\u1ec1u ng\u01b0\u1eddi h\u01a1n.\u00a0<\/span><\/p>\n

            V\u1edbi quy tr\u00ecnh CRM, v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f2n m\u01a1 h\u1ed3 n\u1eefa. CRM cho ph\u00e9p b\u1ea1n t\u1ea1o ra tr\u1ea3i nghi\u1ec7m c\u00f3 m\u1ee5c ti\u00eau v\u00e0 c\u00e1 nh\u00e2n h\u00f3a. Do \u0111\u00f3, khi qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 d\u1ef1a tr\u00ean d\u1eef li\u1ec7u v\u1ec1 kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u1eadp trung chuy\u1ec3n \u0111\u1ed5i nh\u1eefng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng c\u00f3 gi\u00e1 tr\u1ecb cao nh\u1ea5t, t\u0103ng doanh thu v\u00e0 th\u00fac \u0111\u1ea9y s\u1ef1 ph\u00e1t tri\u1ec3n kinh doanh c\u1ee7a b\u1ea1n.<\/span><\/p>\n

            Nh\u01b0 v\u1eady, vi\u1ec7c x\u00e2y d\u1ef1ng quy tr\u00ecnh CRM kh\u00f4ng ch\u1ec9 l\u00e0 c\u1ea7n thi\u1ebft m\u00e0 c\u00f2n l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng kh\u00f4ng th\u1ec3 thi\u1ebfu \u0111\u1ed1i v\u1edbi m\u1ecdi doanh nghi\u1ec7p. Quy tr\u00ecnh n\u00e0y kh\u00f4ng ch\u1ec9 t\u1ea1o ra s\u1ef1 \u0111\u1ed3ng b\u1ed9 v\u00e0 th\u1ed1ng nh\u1ea5t trong vi\u1ec7c qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n th\u00fac \u0111\u1ea9y kh\u1ea3 n\u0103ng ph\u1ed1i h\u1ee3p nh\u1ecbp nh\u00e0ng gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn trong t\u1ed5 ch\u1ee9c. Vi\u1ec7c c\u00f3 m\u1ed9t quy tr\u00ecnh CRM ch\u1eb7t ch\u1ebd gi\u00fap t\u1ed1i \u01b0u h\u00f3a hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c, t\u1ea1o \u0111i\u1ec1u ki\u1ec7n thu\u1eadn l\u1ee3i cho vi\u1ec7c chia s\u1ebb th\u00f4ng tin, n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o ra c\u01a1 h\u1ed9i ph\u00e1t tri\u1ec3n b\u1ec1n v\u1eefng cho doanh nghi\u1ec7p.<\/span><\/p>\n

            Xem th\u00eam:<\/strong><\/em><\/p>\n

            M\u00f4\u0323t s\u00f4\u0301 v\u00ed d\u1ee5 \u1ee9ng d\u1ee5ng CRM ki\u1ebfn t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o<\/strong><\/em><\/p>\n

            Ca\u0301c Ti\u00eau Ch\u00ed L\u1ef1a Ch\u1ecdn Ph\u1ea7n M\u1ec1m CRM Ph\u00f9 H\u1ee3p V\u1edbi Doanh Nghi\u1ec7p<\/strong><\/em><\/p>\n

            Doanh nghi\u1ec7p n\u00ean t\u1ef1 x\u00e2y d\u1ef1ng hay thu\u00ea ph\u1ea7n m\u1ec1m CRM?<\/strong><\/em><\/p>\n

            \u00a0<\/strong><\/em><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

            D\u1eef li\u1ec7u v\u1ec1 kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng t\u0103ng l\u00ean m\u1ed9t c\u00e1ch \u0111\u00e1ng k\u1ec3, v\u00e0 vi\u1ec7c qu\u1ea3n l\u00fd l\u01b0\u1ee3ng th\u00f4ng tin l\u1edbn n\u00e0y l\u1ea1i tr\u1edf n\u00ean kh\u00f3 kh\u0103n. \u0110i\u1ec1u n\u00e0y \u0111\u1eb7t ra nhu c\u1ea7u v\u00e0 th\u00e1ch th\u1ee9c m\u1edbi cho c\u00e1c doanh nghi\u1ec7p khi x\u00e2y d\u1ef1ng m\u1ed9t quy tr\u00ecnh CRM (Qu\u1ea3n tr\u1ecb Quan h\u1ec7 Kh\u00e1ch h\u00e0ng) c\u00f3 h\u1ec7 th\u1ed1ng v\u00e0 t\u1ed5 ch\u1ee9c, \u0111\u1ea3m b\u1ea3o c\u00e1c b\u01b0\u1edbc \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n m\u1ed9t c\u00e1ch t\u1ed1i \u01b0u ho\u00e1 v\u00e0 hi\u1ec7u qu\u1ea3 nh\u1ea5t.<\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51497"}],"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=51497"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51497\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=51497"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=51497"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=51497"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}