{"id":52917,"date":"2023-12-20T05:37:44","date_gmt":"2023-12-19T22:37:44","guid":{"rendered":"https:\/\/masterskills.org\/blog\/phan-loai-de-cham-soc-khach-hang-hieu-qua.html"},"modified":"2023-12-20T05:37:44","modified_gmt":"2023-12-19T22:37:44","slug":"phan-loai-de-cham-soc-khach-hang-hieu-qua","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/phan-loai-de-cham-soc-khach-hang-hieu-qua.html","title":{"rendered":"Ph\u00e2n lo\u1ea1i \u0111\u1ec3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3"},"content":{"rendered":"
C\u00f3 th\u1ec3 \u1edf giai \u0111o\u1ea1n \u0111\u1ea7u c\u1ee7a doanh nghi\u1ec7p, s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng c\u00f2n kh\u00e1 \u00edt v\u00e0 b\u1ea1n ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 n\u1eafm \u0111\u01b0\u1ee3c t\u00ecnh tr\u1ea1ng c\u1ee7a h\u1ecd \u0111\u1ec3 nhanh ch\u00f3ng \u0111\u01b0a ra nh\u1eefng \u0111\u1ed9ng th\u00e1i ch\u0103m s\u00f3c ph\u00f9 h\u1ee3p. Tuy nhi\u00ean, khi s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng t\u0103ng l\u00ean qu\u00e1 nhi\u1ec1u, doanh nghi\u1ec7p s\u1ebd g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c ki\u1ec3m so\u00e1t d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o h\u1ecd lu\u00f4n c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng. Ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng l\u00e0 b\u01b0\u1edbc quan tr\u1ecdng m\u00e0 doanh nghi\u1ec7p c\u1ea7n l\u00e0m l\u00fac n\u00e0y.<\/p>\n

Ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/strong><\/p>\n

N\u00f3i m\u1ed9t c\u00e1ch \u0111\u01a1n gi\u1ea3n, ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng ch\u00ednh l\u00e0 vi\u1ec7c chia c\u00e1c kh\u00e1ch h\u00e0ng \u0111\u00e3 v\u00e0 \u0111ang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n theo c\u00e1c nh\u00f3m d\u1ef1a tr\u00ean c\u00e1c \u0111\u1eb7c \u0111i\u1ec3m t\u01b0\u01a1ng \u0111\u1ed3ng. T\u00f9y theo t\u00ednh ch\u1ea5t v\u00e0 quy m\u00f4 m\u00e0 doanh nghi\u1ec7p c\u00f3 th\u1ec3 ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng theo nhi\u1ec1u c\u00e1ch kh\u00e1c nhau. Doanh nghi\u1ec7p c\u00e0ng khai th\u00e1c v\u00e0 n\u1eafm gi\u1eef nhi\u1ec1u d\u1eef li\u1ec7u v\u1ec1 kh\u00e1ch h\u00e0ng th\u00ec vi\u1ec7c ph\u00e2n lo\u1ea1i c\u00e0ng hi\u1ec7u qu\u1ea3.<\/p>\n

\"cham<\/p>\n

Ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap doanh nghi\u1ec7p qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/p>\n<\/div>\n

N\u00ean ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o?<\/strong><\/p>\n

C\u00f3 r\u1ea5t nhi\u1ec1u c\u00e1ch \u0111\u1ec3 ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng, tuy nhi\u00ean doanh nghi\u1ec7p th\u01b0\u1eddng ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng th\u00e0nh 4 lo\u1ea1i:<\/p>\n

\u2013 Kh\u00e1ch h\u00e0ng trung th\u00e0nh: <\/i><\/b>\u0110\u00e2y l\u00e0 nh\u00f3m kh\u00e1ch h\u00e0ng mang l\u1ea1i l\u1ee3i \u00edch l\u1edbn nh\u1ea5t, l\u00ean t\u1edbi 80% t\u1ed5ng doanh thu c\u1ee7a doanh nghi\u1ec7p. H\u1ecd \u0111\u00e3 r\u1ea5t y\u00eau th\u00edch v\u00e0 tin t\u01b0\u1edfng doanh nghi\u1ec7p v\u00e0 s\u1ebd kh\u00f4ng ng\u1ea7n ng\u1ea1i ti\u1ebfp t\u1ee5c mua s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. Nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y c\u1ea7n \u0111\u01b0\u1ee3c h\u01b0\u1edfng m\u1ed9t ch\u00ednh s\u00e1ch ch\u0103m s\u00f3c \u0111\u1eb7c bi\u1ec7t v\u1edbi nhi\u1ec1u \u01b0u \u0111\u00e3i ch\u1ec9 d\u00e0nh ri\u00eang cho h\u1ecd.<\/p>\n

\u2013\u00a0 Kh\u00e1ch h\u00e0ng c\u00f3 ti\u1ec1m n\u0103ng l\u1edbn:\u00a0<\/strong><\/em>Nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y tuy \u0111\u00e3 t\u1eebng mua s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p nh\u01b0ng v\u1ea5n c\u00f3 nhi\u1ec1u b\u0103n kho\u0103n v\u1ec1 gi\u00e1 c\u1ea3 ho\u1eb7c m\u1ee9c \u0111\u1ed9 y\u00eau th\u00edch s\u1ea3n ph\u1ea9m. V\u1edbi nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y, doanh nghi\u1ec7p c\u1ea7n \u0111\u01b0a ra cho h\u1ecd nh\u1eefng ch\u00ednh s\u00e1ch h\u1ea5p d\u1eabn, th\u1ec3 hi\u1ec7n s\u1ef1 v\u01b0\u1ee3t tr\u1ed9i so v\u1edbi \u0111\u1ed1i th\u1ee7 v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y lu\u00f4n chi\u1ebfm \u0111a s\u1ed1 trong t\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. N\u1ebfu c\u00f3 nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c ch\u0103m s\u00f3c ph\u00f9 h\u1ee3p, doanh nghi\u1ec7p s\u1ebd c\u00f3 \u0111\u01b0\u1ee3c r\u1ea5t nhi\u1ec1u kh\u00e1ch h\u00e0ng trung th\u00e0nh t\u1eeb nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y.<\/p>\n

\u2013\u00a0Kh\u00e1ch h\u00e0ng mang l\u1ea1i gi\u00e1 tr\u1ecb nh\u1ecf:\u00a0<\/strong><\/em>\u0110\u00e2y\u00a0ch\u00ednh l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng ch\u1ec9 mua h\u00e0ng c\u1ee7a b\u1ea1n v\u00e0o nh\u1eefng d\u1ecbp \u01b0u \u0111\u00e3i, gi\u1ea3m gi\u00e1. V\u1ea5n \u0111\u1ec1 l\u1edbn nh\u1ea5t m\u00e0 h\u1ecd quan t\u00e2m ch\u00ednh l\u00e0 gi\u00e1 c\u1ea3. N\u1ebfu mu\u1ed1n ti\u1ebfp c\u1eadn nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y, b\u1ea1n c\u1ea7n \u0111\u01b0a ra m\u1ee9c gi\u00e1 th\u1ef1c s\u1ef1 th\u1ea5p m\u1edbi c\u00f3 th\u1ec3 thu h\u00fat h\u1ecd.<\/p>\n

\u2013\u00a0Kh\u00e1ch h\u00e0ng ti\u00eau c\u1ef1c: <\/strong><\/em>Nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y \u0111ang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n nh\u01b0ng l\u1ea1i c\u00f3 th\u1ec3 r\u1eddi \u0111i b\u1ea5t c\u1ee9 l\u00fac n\u00e0o \u0111\u1ec3 t\u00ecm \u0111\u1ebfn m\u1ed9t nh\u00e0 cung \u1ee9ng kh\u00e1c. Nguy\u00ean nh\u00e2n c\u00f3 th\u1ec3 l\u00e0 do h\u1ecd g\u1eb7p ph\u1ea3i m\u1ed9t v\u1ea5n \u0111\u1ec1 n\u00e0o \u0111\u00f3 v\u00e0 c\u1ea3m th\u1ea5y kh\u00f4ng h\u00e0i l\u00f2ng, ch\u1eb3ng h\u1ea1n nh\u01b0 d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00f4ng t\u1ed1t. Tuy nhi\u00ean, kh\u00f4ng h\u1eb3n l\u00e0 h\u1ecd kh\u00f4ng c\u00f3 nhi\u1ec1u ti\u1ec1m n\u0103ng v\u1edbi doanh nghi\u1ec7p. N\u1ebfu b\u1ea1n th\u1ef1c s\u1ef1 n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c v\u00e0 x\u1eed l\u00fd v\u1ea5n \u0111\u1ec1 khi\u1ebfn kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng, b\u1ea1n th\u1eadm ch\u00ed c\u00f3 th\u1ec3 bi\u1ebfn nhi\u1ec1u kh\u00e1ch h\u00e0ng thu\u1ed9c nh\u00f3m n\u00e0y tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u1ee7a doanh nghi\u1ec7p.<\/p>\n

Vi\u1ec7c ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng s\u1ebd l\u00e0 n\u1ec1n t\u1ea3ng gi\u00fap b\u1ed9 ph\u1eadn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3 h\u01a1n, \u0111\u01b0a ra nhi\u1ec1u k\u1ebf ho\u1ea1ch ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng nh\u00f3m kh\u00e1ch h\u00e0ng nh\u1eb1m gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng trung th\u00e0nh, chuy\u1ec3n \u0111\u1ed5i nh\u00f3m kh\u00e1ch h\u00e0ng c\u00f3 ti\u1ec1m n\u0103ng l\u1edbn th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u0169ng nh\u01b0 thuy\u1ebft ph\u1ee5c nh\u00f3m kh\u00e1ch h\u00e0ng ti\u00eau c\u1ef1c quay tr\u1edf l\u1ea1i.<\/p>\n

Ngu\u1ed3n: Totango<\/em><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/strong><\/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\/52917"}],"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=52917"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/52917\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=52917"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=52917"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=52917"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}