{"id":52632,"date":"2023-12-20T04:26:14","date_gmt":"2023-12-19T21:26:14","guid":{"rendered":"https:\/\/masterskills.org\/blog\/customer-centric-la-gi-cach-ap-dung-de-mang-lai-hieu-qua-cao-cho-doanh-nghiep.html"},"modified":"2023-12-20T04:26:14","modified_gmt":"2023-12-19T21:26:14","slug":"customer-centric-la-gi-cach-ap-dung-de-mang-lai-hieu-qua-cao-cho-doanh-nghiep","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/customer-centric-la-gi-cach-ap-dung-de-mang-lai-hieu-qua-cao-cho-doanh-nghiep.html","title":{"rendered":"Customer \u2013 Centric l\u00e0 g\u00ec ? C\u00e1ch \u00e1p d\u1ee5ng \u0111\u1ec3 mang l\u1ea1i hi\u1ec7u qu\u1ea3 cao cho doanh nghi\u1ec7p."},"content":{"rendered":"
\n

Customer \u2013 Centric l\u00e0 g\u00ec ?<\/h2>\n

Customer \u2013 Centric c\u00f3 ngh\u0129a l\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u1ec3 s\u00e1ng t\u1ea1o n\u00ean c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 nh\u1eb1m mang \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi d\u00e0nh cho kh\u00e1ch h\u00e0ng.<\/p>\n

B\u1ea1n c\u1ea7n ph\u1ea3i n\u1eafm r\u00f5 t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng, hi\u1ec3u \u0111\u01b0\u1ee3c h\u1ecd \u0111ang c\u1ea7n g\u00ec v\u00e0 mu\u1ed1n g\u00ec t\u1eeb \u0111\u00f3 l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u01b0a ra chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb hi\u1ec7u qu\u1ea3. M\u1ed9t s\u1ea3n ph\u1ea9m t\u1ed1t ch\u01b0a \u0111\u1ee7 \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, nh\u01b0ng n\u1ebfu m\u1ed9t s\u1ea3n ph\u1ea9m t\u1ed1t \u0111i k\u00e8m m\u1ed9t d\u1ecbch v\u1ee5 tuy\u1ec7t v\u1eddi \u0111\u00e1nh tr\u00fang v\u00e0o t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng s\u1ebd khi\u1ebfn cho h\u1ecd b\u1ecb thu h\u00fat v\u00e0 mua s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n ngay l\u1eadp t\u1ee9c.<\/p>\n

S\u1ef1 chuy\u1ec3n h\u01b0\u1edbng t\u01b0 duy Customer \u2013 Centric trong doanh nghi\u1ec7p<\/h2>\n

Quan \u0111i\u1ec3m truy\u1ec1n th\u1ed1ng th\u01b0\u1eddng l\u1ea5y s\u1ea3n ph\u1ea9m l\u00e0m trung t\u00e2m ( Product \u2013 Centric ). C\u00e1c doanh nghi\u1ec7p s\u1ebd t\u1eadp trung v\u00e0o s\u00e1ng t\u1ea1o nh\u1eefng s\u1ea3n ph\u1ea9m m\u00e0 h\u1ecd cho l\u00e0 tuy\u1ec7t v\u1eddi v\u00e0 ngh\u0129 r\u1eb1ng b\u00e1n \u0111\u01b0\u1ee3c c\u00e0ng nhi\u1ec1u s\u1ea3n ph\u1ea9m th\u00ec c\u00e0ng t\u1ea1o ra nhi\u1ec1u l\u1ee3i nhu\u1eadn.<\/p>\n

Tuy nhi\u00ean theo b\u00e1o c\u00e1o c\u1ee7a Bain & Company cho th\u1ea5y 80% c\u00e1c c\u00f4ng ty \u0111\u01b0\u1ee3c kh\u1ea3o s\u00e1t t\u1ef1 tin r\u1eb1ng h\u1ecd \u0111ang cung c\u1ea5p \u201c tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi \u2019\u2019 cho kh\u00e1ch h\u00e0ng, tuy nhi\u00ean ch\u1ec9 c\u00f3 8% kh\u00e1ch h\u00e0ng \u0111\u1ed3ng \u00fd v\u1edbi \u0111i\u1ec1u \u0111\u00f3. S\u1ef1 kh\u00e1c bi\u1ec7t qu\u00e1 l\u1edbn n\u1eb1m \u1edf vi\u1ec7c c\u00e1c doanh nghi\u1ec7p \u0111\u00e3 qu\u00e1 t\u1eadp trung \u0111i v\u00e0o s\u1ea3n ph\u1ea9m m\u00e0 qu\u00ean m\u1ea5t r\u1eb1ng kh\u00e1ch h\u00e0ng m\u1edbi ch\u00ednh l\u00e0 gi\u00e1 tr\u1ecb c\u1ed1t l\u00f5i gi\u00fap doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n. Lu\u00f4n \u0111\u1eb7t l\u1ee3i \u00edch c\u1ee7a kh\u00e1ch h\u00e0ng l\u00ean tr\u00ean h\u1ebft l\u00e0 \u0111i\u1ec1u c\u1ef1c k\u1ef3 quan tr\u1ecdng v\u00e0 \u0111\u00f3 c\u0169ng ch\u00ednh l\u00e0 l\u00fd do m\u00e0 t\u01b0 duy Customer \u2013 Centric ra \u0111\u1eddi.<\/p>\n

M\u1ecdi s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng \u0111\u1ec1u \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh t\u1eeb ch\u00ednh nhu c\u1ea7u, k\u1ef3 v\u1ecdng m\u00e0 kh\u00e1ch h\u00e0ng mu\u1ed1n nh\u1eadn \u0111\u01b0\u1ee3c. Doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i t\u1eadp trung s\u00e1ng t\u1ea1o \u0111\u1ec3 mang \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi trong su\u1ed1t h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m kh\u00f4ng ch\u1ec9 mang \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng m\u00e0 c\u00f2n khi\u1ebfn h\u1ecd ti\u1ebfp t\u1ee5c mua h\u00e0ng c\u1ee7a b\u1ea1n v\u00e0 tr\u1edf th\u00e0nh m\u1ed9t kh\u00e1ch h\u00e0ng trung th\u00e0nh. Tr\u00ean th\u1ef1c t\u1ebf, s\u1ebd r\u1ea5t kh\u00f3 kh\u0103n khi b\u1eaft \u0111\u1ea7u \u0111\u01b0a v\u00e0o tri\u1ec3n khai c\u00e1c k\u1ebf ho\u1ea1ch v\u00ec \u0111i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi m\u1ed7i c\u00e1 nh\u00e2n, \u0111\u1ed9i nh\u00f3m trong doanh nghi\u1ec7p \u0111\u1ec1u ph\u1ea3i n\u1ed7 l\u1ef1c \u0111\u1ec3 t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tuy\u1ec7t v\u1eddi \u1edf m\u1ecdi th\u1eddi \u0111i\u1ec3m mua h\u00e0ng.<\/p>\n

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

S\u1ef1 chuy\u1ec3n \u0111\u1ed5i t\u1eeb Product \u2013 Centric sang Customer \u2013 Centric.<\/p>\n<\/div>\n

Electrolux \u0111\u00e3 thay \u0111\u1ed5i t\u1eeb Product \u2013 Centric sang Customer \u2013 Centric nh\u01b0 th\u1ebf n\u00e0o?<\/h2>\n

Khi nh\u1eafc \u0111\u1ebfn Electrolux ch\u00fang ta s\u1ebd ngh\u0129 ngay \u0111\u1ebfn c\u00f4ng ty m\u00e1y h\u00fat b\u1ee5i, tuy nhi\u00ean \u0111\u00e2y l\u00e0 m\u1ed9t c\u00f4ng ty 15 t\u1ef7 \u0111\u00f4 la v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng to\u00e0n c\u1ea7u v\u00e0 c\u00e1c th\u01b0\u01a1ng hi\u1ec7u chuy\u00ean nghi\u1ec7p v\u1ec1 thi\u1ebft b\u1ecb \u0111i\u1ec7n t\u1eed ti\u00eau d\u00f9ng nh\u01b0: Frigidaire, AEG, Molteni, Electrolux, Zanussi, Eureka.<\/p>\n

T\u1eeb \u0111\u1ea7u, Electrolux l\u00e0 m\u1ed9t c\u00f4ng ty Product \u2013 Centric, h\u1ecd t\u1eadp trung v\u00e0o s\u00e1ng t\u1ea1o s\u1ea3n ph\u1ea9m v\u00e0 cho r\u1eb1ng tr\u1ea3i nghi\u1ec7m mua h\u00e0ng ch\u1ec9 \u0111\u00f3ng vai tr\u00f2 ph\u1ee5. C\u1ea5u tr\u00fac v\u1eadn h\u00e0nh c\u00f4ng ty \u0111\u1ec1u c\u00f3 s\u1ef1 t\u00e1ch bi\u1ec7t \u1edf c\u00e1c kh\u00e2u \u0111\u00e3 mang l\u1ea1i r\u1ea5t nhi\u1ec1u kh\u00f3 kh\u0103n trong vi\u1ec7c k\u1ebft n\u1ed1i v\u00e0 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc, trong v\u00e0 sau khi mua h\u00e0ng. Nh\u1eadn ra \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3, Electrolux \u0111\u00e3 quy\u1ebft \u0111\u1ecbnh thay \u0111\u1ed5i t\u01b0 duy truy\u1ec1n th\u1ed1ng v\u00e0 t\u1eadp trung nhi\u1ec1u h\u01a1n v\u00e0o kh\u00e1ch h\u00e0ng.<\/p>\n

1. V\u1ebd ch\u00e2n dung kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau. <\/b><\/strong><\/p>\n

Electrolux \u0111\u00e3 b\u1eaft tay v\u00e0o th\u1ef1c hi\u1ec7n c\u00e1c nghi\u00ean c\u1ee9u v\u00e0 nh\u1eadn ra s\u1ef1 thi\u1ebfu li\u00ean k\u1ebft gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn \u0111\u00e3 d\u1eabn \u0111\u1ebfn vi\u1ec7c kh\u00f4ng nh\u1ea5t qu\u00e1n v\u1ec1 ch\u00e2n dung kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. \u0110i\u1ec1u n\u00e0y t\u1ea1o ra s\u1ef1 xung \u0111\u1ed9t v\u00e0 g\u00f3c nh\u00ecn tr\u00e1i chi\u1ec1u gi\u1eefa c\u00e1c ph\u00f2ng ban. Nh\u1eefng th\u00e0nh vi\u00ean trong team digital marketing \u0111\u00e3 \u0111\u01b0\u1ee3c ph\u00e2n b\u1ed5 xu\u1ed1ng c\u00e1c khu v\u1ef1c \u0111\u1ec3 \u201c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u2019\u2019. Ch\u00e2n dung kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n s\u1ebd gi\u00fap cho doanh nghi\u1ec7p d\u1ec5 d\u00e0ng hi\u1ec3u \u0111\u01b0\u1ee3c nhu c\u1ea7u c\u0169ng nh\u01b0 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 l\u00e0m cho b\u1ea3n ch\u00e2n dung tr\u1edf n\u00ean \u0111\u01a1n gi\u1ea3n \u0111\u1ec3 m\u1ecdi ng\u01b0\u1eddi trong c\u00f4ng ty d\u1ec5 h\u00ecnh dung v\u00e0 ghi nh\u1edb.<\/p>\n

2. T\u00ecm hi\u1ec3u k\u1ef9 nhu c\u1ea7u kh\u00e1ch h\u00e0ng. <\/b><\/strong><\/p>\n

Electrolux cho ra \u0111\u1eddi c\u00e1c \u201c \u0111\u1ed9i th\u1eed nghi\u1ec7m \u2019\u2019 t\u1ea1i m\u1ed7i khu v\u1ef1c. H\u1ecd s\u1ebd th\u1eed nghi\u1ec7m t\u1ea5t c\u1ea3 c\u00e1c ph\u00e1t minh v\u1edbi t\u01b0 c\u00e1ch l\u00e0 ng\u01b0\u1eddi d\u00f9ng th\u1ef1c t\u1ebf nh\u01b0 \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng v\u1ec1 c\u00f4ng th\u1ee9c n\u1ea5u \u0103n m\u1edbi, \u1ee9ng d\u1ee5ng c\u1ea3i ti\u1ebfn qu\u00e1 tr\u00ecnh \u0111\u0103ng k\u00fd b\u1ea3o h\u00e0nh s\u1ea3n ph\u1ea9m trong \u0111i\u1ec1u ki\u1ec7n th\u1ecb tr\u01b0\u1eddng th\u1ef1c t\u1ebf \u2026 \u0110\u1ed3ng th\u1eddi l\u1eafng nghe ng\u01b0\u1eddi d\u00f9ng \u0111\u1ec3 hi\u1ec3u h\u01a1n mong mu\u1ed1n, nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m nh\u1eb1m h\u1ed7 tr\u1ee3 cho c\u00e1c \u00fd t\u01b0\u1edfng m\u1edbi \u0111\u01b0\u1ee3c \u0111\u01b0a v\u00e0o th\u1ef1c ti\u1ec5n.<\/p>\n

\"customer-centric-organization\"<\/p>\n

T\u00ecm hi\u1ec3u nhu c\u1ea7u, mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m.<\/p>\n<\/div>\n

3. C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/b><\/strong><\/p>\n

B\u1ea1n n\u00ean bi\u1ebft r\u1eb1ng m\u1eb7c d\u00f9 tr\u1ea1ng th\u00e1i mua h\u00e0ng c\u1ee7a m\u1ed7i ng\u01b0\u1eddi kh\u00e1c nhau nh\u01b0ng qu\u00e1 tr\u00ecnh mua h\u00e0ng c\u1ee7a m\u1ecdi ng\u01b0\u1eddi l\u1ea1i ho\u00e0n to\u00e0n gi\u1ed1ng nhau. B\u1eaft \u0111\u1ea7u t\u1eeb vi\u1ec7c t\u00ecm hi\u1ec3u v\u00e0 nghi\u00ean c\u1ee9u tr\u00ean Internet, tham kh\u1ea3o l\u1eddi khuy\u00ean c\u1ee7a b\u1ea1n b\u00e8, ng\u01b0\u1eddi th\u00e2n, t\u00ecm hi\u1ec3u c\u00e1c l\u1ee3i \u00edch, gi\u00e1 tr\u1ecb m\u00e0 s\u1ea3n ph\u1ea9m mang l\u1ea1i v\u00e0 cu\u1ed1i c\u00f9ng l\u00e0 quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng. Nghe c\u00f3 v\u1ebb \u0111\u01a1n gi\u1ea3n, nh\u01b0ng \u0111\u1ec3 l\u00e0m t\u1ed1t t\u1ea5t c\u1ea3 nh\u1eefng qu\u00e1 tr\u00ecnh \u0111\u00f3 th\u00ec b\u1ea1n c\u1ea7n ph\u1ea3i l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng cho doanh nghi\u1ec7p m\u00ecnh. Vi\u1ec7c n\u00e0y s\u1ebd gi\u00fap doanh nghi\u1ec7p hi\u1ec3u \u0111\u01b0\u1ee3c n\u01a1i t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, nh\u1eefng \u0111i\u1ec3m c\u1ea7n \u0111i\u1ec1u ch\u1ec9nh v\u00e0 c\u00e1c gi\u1ea3i ph\u00e1p \u0111\u1ec3 c\u1ea3i thi\u1ec7n t\u1ed1t h\u01a1n.<\/p>\n

Electrolux \u0111\u00e3 ph\u00e1 v\u1ee1 r\u00e0o c\u1ea3n v\u00e0 s\u1ef1 t\u00e1ch bi\u1ec7t gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn, \u0111\u1ed3ng th\u1eddi t\u1ea1o ra c\u00e1c \u0111\u1ed9i \u201c nghi\u00ean c\u1ee9u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u2019\u2019 \u0111\u1ec3 t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c v\u00e0 c\u00f3 k\u1ebf ho\u1ea1ch ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c nh\u1ea5t. Cu\u1ed1i c\u00f9ng, c\u00f4ng ty c\u0169ng nh\u1eadn tr\u00e1ch nhi\u1ec7m qu\u1ea3n l\u00fd d\u1ecbch v\u1ee5 h\u1eadu m\u00e3i bao g\u1ed3m t\u1ea5t c\u1ea3 nh\u01b0 kh\u1ea3o s\u00e1t, \u0111\u0103ng k\u00fd, ti\u1ec7n \u00edch mua h\u00e0ng v\u00e0 h\u1ed7 tr\u1ee3 b\u1ea3o h\u00e0nh sau mua h\u00e0ng. T\u1ea5t c\u1ea3 t\u1ea1o ra m\u1ed9t tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch \u0111\u1ea7y tuy\u1ec7t v\u1eddi d\u00e0nh cho kh\u00e1ch h\u00e0ng t\u1eeb khi ti\u1ebfp c\u1eadn s\u1ea3n ph\u1ea9m, quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng v\u00e0 sau khi s\u1eed d\u1ee5ng.<\/p>\n

\u00a0<\/p>\n

\"improve-customer-experience\"<\/p>\n

C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m l\u00e0m cho kh\u00e1ch h\u00e0ng h\u1ea1nh ph\u00fac h\u01a1n.<\/p>\n<\/div>\n

4. \u0110\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng: <\/b><\/strong><\/p>\n

Sau khi \u0111\u00e3 nghi\u00ean c\u1ee9u v\u00e0 tri\u1ec3n khai c\u00e1c chi\u1ebfn l\u01b0\u1ee3c nh\u1eb1m c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, h\u00e0ng th\u00e1ng, \u0111\u1ea1i di\u1ec7n marketing \u1edf m\u1ed7i khu v\u1ef1c c\u1ee7a Electrolux \u0111\u1ec1u c\u00f3 nh\u1eefng bu\u1ed5i g\u1eb7p g\u1ee1 \u0111\u00e1nh gi\u00e1 k\u1ebft qu\u1ea3 v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. \u0110\u00e2y l\u00e0 c\u00e1ch \u0111\u01a1n gi\u1ea3n nh\u1ea5t m\u00e0 c\u00f4ng ty c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c li\u1ec7u n\u1ed7 l\u1ef1c h\u1ecd \u0111ang th\u1ef1c hi\u1ec7n c\u00f3 ph\u1ea3i \u0111i\u1ec1u kh\u00e1ch h\u00e0ng mong mu\u1ed1n v\u00e0 k\u1ecbp th\u1eddi \u0111i\u1ec1u ch\u1ec9nh. B\u1eb1ng c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o n\u1ed9i b\u1ed9, khen th\u01b0\u1edfng cho nh\u1eefng nh\u00e2n vi\u00ean xu\u1ea5t s\u1eafc, c\u1ea3i ti\u1ebfn l\u1ea1i qu\u00e1 tr\u00ecnh, c\u00e1c c\u00f4ng c\u1ee5 m\u1edbi l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u00e3 gi\u00fap cho Electrolux chuy\u1ec3n m\u00ecnh tr\u1edf th\u00e0nh m\u1ed9t trong nh\u1eefng c\u00f4ng ty Customer \u2013 Centric h\u00e0ng \u0111\u1ea7u.<\/p>\n

\"iStock-541302336-1024x768\"<\/p>\n

\u0110\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n<\/div>\n

5. Ban l\u00e3nh \u0111\u1ea1o ph\u1ea3i ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/b><\/strong><\/p>\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n xuy\u00ean su\u1ed1t tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c ph\u00f2ng ban c\u1ee7a c\u00f4ng ty, t\u1eeb l\u00fac ng\u01b0\u1eddi mua t\u00ecm hi\u1ec3u s\u1ea3n ph\u1ea9m, quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng v\u00e0 sau khi mua h\u00e0ng. V\u1eady n\u00ean, ng\u01b0\u1eddi l\u00e3nh \u0111\u1ea1o c\u1ea7n ph\u1ea3i ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Khi \u0111\u00f3 m\u1ee5c ti\u00eau c\u1ee7a c\u00f4ng ty s\u1ebd r\u00f5 r\u00e0ng h\u01a1n, tr\u00e1nh s\u1ef1 kh\u00f4ng \u0111\u1ed3ng nh\u1ea5t v\u1ec1 ch\u00e2n dung kh\u00e1ch h\u00e0ng.<\/p>\n

B\u1eb1ng nh\u1eefng s\u1ef1 thay \u0111\u1ed5i tr\u00ean, Electrolux \u0111\u00e3 chuy\u1ec3n m\u00ecnh t\u0103ng tr\u01b0\u1edfng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3. Th\u00e1ng 4\/2014 \u0111\u00e1nh d\u1ea5u qu\u00fd t\u0103ng tr\u01b0\u1edfng th\u1ee9 9 li\u00ean ti\u1ebfp c\u1ee7a Electrolux, \u0111i\u1ec1u n\u00e0y gi\u00fap cho s\u1ed1 l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m b\u00e1n ra t\u0103ng m\u1ed9t c\u00e1ch nhanh ch\u00f3ng, v\u01b0\u1ee3t ra kh\u1ecfi m\u1ee5c ti\u00eau ban \u0111\u1ea7u. Electrolux \u0111\u00e3 t\u1eeb v\u1ecb tr\u00ed ph\u00eda sau cu\u1ed9c \u0111ua d\u1ea7n b\u01b0\u1edbc l\u00ean kh\u1eb3ng \u0111\u1ecbnh v\u1ecb th\u1ebf cao nh\u1ea5t trong ng\u00e0nh h\u00e0ng thi\u1ebft b\u1ecb \u0111i\u1ec7n t\u1eed ti\u00eau d\u00f9ng.<\/p>\n

Thay \u0111\u1ed5i t\u1eeb Product \u2013 Centric sang Customer \u2013 Centric l\u00e0 \u0111i\u1ec1u kh\u00f4ng h\u1ec1 d\u1ec5 d\u00e0ng, \u0111\u00e2y th\u1ef1c s\u1ef1 l\u00e0 m\u1ed9t th\u1eed th\u00e1ch \u0111\u1ed1i v\u1edbi m\u1ed7i c\u00f4ng ty. B\u1ea1n c\u1ea7n ph\u1ea3i ph\u00e1 b\u1ecf ho\u00e0n to\u00e0n nh\u1eefng t\u01b0 duy truy\u1ec1n th\u1ed1ng, th\u1eaft ch\u1eb7t ngu\u1ed3n l\u1ef1c v\u00e0 t\u1ea1o k\u1ebft n\u1ed1i ch\u1eb7t ch\u1ebd gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn. Qu\u00e1 tr\u00ecnh n\u00e0y \u0111\u00f2i h\u1ecfi ph\u1ea3i c\u00f3 m\u1ed9t th\u1eddi gian d\u00e0i \u0111\u1ec3 th\u1ef1c hi\u1ec7n, th\u1ebf nh\u01b0ng\u00a0l\u1ee3i \u00edch m\u00e0 Customer \u2013 Centric mang l\u1ea1i\u00a0c\u0169ng nh\u01b0 nh\u1eefng\u00a0ph\u1ea7n th\u01b0\u1edfng b\u1ea1n nh\u1eadn \u0111\u01b0\u1ee3c s\u1ebd ho\u00e0n to\u00e0n x\u1ee9ng \u0111\u00e1ng.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Customer \u2013 Centric l\u00e0 g\u00ec ? Customer \u2013 Centric c\u00f3 ngh\u0129a l\u00e0 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u1ec3 s\u00e1ng t\u1ea1o n\u00ean c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 nh\u1eb1m mang \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi d\u00e0nh cho kh\u00e1ch h\u00e0ng. B\u1ea1n c\u1ea7n ph\u1ea3i n\u1eafm r\u00f5 t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng, hi\u1ec3u \u0111\u01b0\u1ee3c h\u1ecd \u0111ang c\u1ea7n 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":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52632"}],"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=52632"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52632\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52632"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52632"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52632"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}