{"id":70948,"date":"2024-03-27T21:48:20","date_gmt":"2024-03-27T14:48:20","guid":{"rendered":"https:\/\/masterskills.org\/blog\/do-luong-hieu-qua-crm-cac-chi-so-chinh-va-kpi.html"},"modified":"2024-03-27T21:48:20","modified_gmt":"2024-03-27T14:48:20","slug":"do-luong-hieu-qua-crm-cac-chi-so-chinh-va-kpi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/do-luong-hieu-qua-crm-cac-chi-so-chinh-va-kpi.html","title":{"rendered":"\u0110o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 CRM: C\u00e1c ch\u1ec9 s\u1ed1 ch\u00ednh v\u00e0 KPI"},"content":{"rendered":"
H\u1ec7 th\u1ed1ng CRM \u0111\u00f3ng vai tr\u00f2 then ch\u1ed1t trong vi\u1ec7c qu\u1ea3n l\u00fd v\u00e0 ph\u00e2n t\u00edch c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng trong su\u1ed1t v\u00f2ng \u0111\u1eddi c\u1ee7a h\u1ecd. Ch\u00ednh v\u00ec v\u1eady, \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 CRM, t\u1ed5 ch\u1ee9c c\u1ea7n c\u00f3 b\u1ed9 chi\u0309 s\u00f4\u0301 KPI v\u00ea\u0300 CRM \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 t\u00ecnh h\u00ecnh v\u00e0 \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p v\u1edbi m\u1ee5c ti\u00eau.<\/span><\/p>\n

C\u00e1c s\u1ed1 li\u1ec7u quan tr\u1ecdng trong h\u1ec7 th\u1ed1ng CRM<\/b><\/h2>\n

Tu\u0300y va\u0300o chi\u00ea\u0301n l\u01b0\u01a1\u0323c va\u0300 \u0111i\u0323nh h\u01b0\u01a1\u0301ng CRM cu\u0309a t\u01b0\u0300ng doanh nghi\u00ea\u0323p, m\u00f4\u0303i chi\u00ea\u0301n l\u01b0\u01a1\u0323c co\u0301 th\u00ea\u0309 chi\u0309 c\u00e2\u0300n m\u00f4\u0323t s\u00f4\u0301 chi\u0309 s\u00f4\u0301 \u0111\u00ea\u0309 \u0111a\u0301nh gia\u0301 hi\u00ea\u0323u qua\u0309. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 to\u0309ng h\u01a1\u0323p nh\u1eefng s\u1ed1 li\u1ec7u ph\u00f4\u0309 bi\u00ea\u0301n \u0111\u01b0\u01a1\u0323c s\u01b0\u0309 du\u0323ng \u0111\u00ea\u0309 \u0111o l\u01b0\u01a1\u0300ng hi\u00ea\u0323u qua\u0309 CRM.\u00a0\u00a0<\/span><\/p>\n

CSAT \u2013 Ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

\u0110\u1ecbnh ngh\u0129a<\/b>: CSAT (Customer Satisfaction Score) l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c t\u01b0\u01a1ng t\u00e1c.<\/span><\/p>\n

\"CSAT<\/p>\n

CSAT \u0111\u01b0\u1ee3c d\u00f9ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

C\u00e1ch \u0111o l\u01b0\u1eddng<\/b>: Th\u1ef1c hi\u1ec7n th\u01b0\u1eddng xuy\u00ean c\u00e1c kh\u1ea3o s\u00e1t \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 thu th\u1eadp ph\u1ea3n h\u1ed3i v\u1ec1 c\u00e1c \u0111i\u1ec3m ch\u1ea1m kh\u00e1c nhau trong quy tr\u00ecnh CRM. C\u00f3 nhi\u1ec1u c\u00e1ch \u0111\u1ec3 thi\u1ebft k\u1ebf kh\u1ea3o s\u00e1t CSAT. Tuy nhi\u00ean, d\u1ec5 hi\u1ec3u nh\u1ea5t, b\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng c\u00f4ng th\u1ee9c:<\/span><\/p>\n

CSAT = (S\u1ed1 ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c \u00f7 T\u1ed5ng s\u1ed1 ph\u1ea3n h\u1ed3i) x 100.<\/b><\/p>\n

V\u00ed d\u1ee5: C\u00f4ng ty kh\u1ea3o s\u00e1t 100 ng\u01b0\u1eddi, trong \u0111\u00f3 c\u00f3 60 ng\u01b0\u1eddi ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c th\u00ec CSAT = 60%.<\/span><\/p>\n

T\u1ea7m quan tr\u1ecdng<\/b>: \u0110i\u1ec3m CSAT cao cho th\u1ea5y kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi tr\u1ea3i nghi\u1ec7m m\u00e0 doanh nghi\u1ec7p mang l\u1ea1i cho h\u1ecd. \u0110\u00e2y l\u00e0 m\u1ed9t trong nh\u1eefng s\u1ed1 li\u1ec7u quan tr\u1ecdng ph\u1ea3n \u00e1nh tr\u1ef1c ti\u1ebfp v\u1ec1 hi\u1ec7u qu\u1ea3 c\u1ee7a h\u1ec7 th\u1ed1ng CRM.<\/span><\/p>\n

\"\u0110i\u1ec3m<\/p>\n

\u0110i\u1ec3m CSAT c\u00e0ng cao ch\u1ee9ng t\u1ecf CRM c\u00f3 hi\u1ec7u qu\u1ea3<\/p>\n<\/div>\n

CRR \u2013 T\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

\u0110\u1ecbnh ngh\u0129a<\/b>: T\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng (Customer Retention Rate hay CRR) \u0111o l\u01b0\u1eddng t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p gi\u1eef ch\u00e2n \u0111\u01b0\u1ee3c trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh.<\/span><\/p>\n

C\u00e1ch \u0111o l\u01b0\u1eddng<\/b>: So s\u00e1nh s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u0111\u1ea7u v\u00e0 cu\u1ed1i k\u1ef3, t\u00ednh c\u1ea3 kh\u00e1ch h\u00e0ng m\u1edbi mua v\u00e0 kh\u00e1ch h\u00e0ng m\u1ea5t \u0111i.<\/span><\/p>\n

C\u00f4ng th\u1ee9c:<\/b> CRR = [(E \u2013 N) x 100] \u00f7 S<\/span><\/p>\n

Trong \u0111\u00f3:<\/span><\/p>\n

    \n
  • CRR l\u00e0 t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
  • E l\u00e0 s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng v\u00e0o cu\u1ed1i k\u1ef3.<\/span><\/li>\n
  • N l\u00e0 s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1edbi c\u00f3 trong kho\u1ea3ng th\u1eddi gian x\u00e9t.<\/span><\/li>\n
  • S l\u00e0 s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng v\u00e0o \u0111\u1ea7u k\u1ef3.<\/span><\/li>\n<\/ul>\n

    T\u1ea7m quan tr\u1ecdng<\/b>: T\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u0103ng cao cho th\u1ea5y h\u1ec7 th\u1ed1ng CRM \u0111ang g\u00f3p ph\u1ea7n gia t\u0103ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 gi\u1ea3m t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng b\u1ecf \u0111i.<\/span><\/p>\n

    CVR \u2013 T\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i<\/b><\/h3>\n

    \u0110\u1ecbnh ngh\u0129a<\/b>: T\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i l\u00e0 t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m c\u00e1c kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng ho\u1eb7c \u0111\u1ed1i t\u01b0\u1ee3ng quan t\u00e2m \u0111\u01b0\u1ee3c chuy\u1ec3n \u0111\u1ed5i th\u00e0nh kh\u00e1ch h\u00e0ng tr\u1ea3 ti\u1ec1n (kh\u00e1ch mua h\u00e0ng).<\/span><\/p>\n

    \"CVR<\/p>\n

    CVR l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng khi \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 CRM<\/p>\n<\/div>\n

    C\u00e1ch \u0111o l\u01b0\u1eddng<\/b>: CVR = (T\u1ed5ng l\u01b0\u1ee3t chuy\u1ec3n \u0111\u1ed5i \u00f7 T\u1ed5ng \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng) x 100<\/span><\/p>\n

    T\u1ea7m quan tr\u1ecdng<\/b>: T\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i cao cho th\u1ea5y h\u1ec7 th\u1ed1ng CRM \u0111ang ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3 trong vi\u1ec7c nu\u00f4i d\u01b0\u1ee1ng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng qua ph\u1ec5u b\u00e1n h\u00e0ng.<\/span><\/p>\n

    CLV\u00a0 \u2013 Ch\u1ec9 s\u1ed1 \u0111o gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

    \u0110\u1ecbnh ngh\u0129a<\/b>: CLV ho\u1eb7c CLVT (Customer Lifetime Value \u2013 Gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng)\u00a0 \u0111\u1ea1i di\u1ec7n cho t\u1ed5ng doanh thu m\u00e0 m\u1ed9t doanh nghi\u1ec7p c\u00f3 th\u1ec3 mong \u0111\u1ee3i t\u1eeb m\u1ed9t kh\u00e1ch h\u00e0ng trong su\u1ed1t qu\u00e3ng \u0111\u1eddi g\u1eafn b\u00f3 c\u1ee7a h\u1ecd v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/span><\/p>\n

    C\u00e1ch \u0111o l\u01b0\u1eddng<\/b>: CLV = Th\u1eddi gian mua h\u00e0ng trung b\u00ecnh x T\u1ea7n su\u1ea5t mua h\u00e0ng trung b\u00ecnh x Th\u1eddi gian g\u1eafn b\u00f3 trung b\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.\u00a0<\/span><\/p>\n

    T\u1ea7m quan tr\u1ecdng<\/b>: T\u0103ng CLV l\u00e0 m\u1ed9t m\u1ee5c ti\u00eau quan tr\u1ecdng c\u1ee7a c\u00e1c s\u00e1ng ki\u1ebfn CRM, cho th\u1ea5y t\u00e1c \u0111\u1ed9ng t\u00edch c\u1ef1c \u0111\u1ebfn l\u1ee3i nhu\u1eadn l\u00e2u d\u00e0i.<\/span><\/p>\n

    LRT \u2013 Th\u1eddi gian ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng<\/b><\/h3>\n

    \u0110\u1ecbnh ngh\u0129a<\/b>: Th\u1eddi gian ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng (Lead Response Time \u2013 LRT) l\u00e0 kho\u1ea3ng th\u1eddi gian doanh nghi\u1ec7p m\u1ea5t \u0111\u1ec3 ph\u1ea3n h\u1ed3i cho m\u1ed9t kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng m\u1edbi ho\u1eb7c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

    \"LRT<\/p>\n

    LRT l\u00e0 t\u1ed5ng th\u1eddi gian doanh nghi\u1ec7p b\u1ecf ra \u0111\u1ec3 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

    C\u00e1ch \u0111o l\u01b0\u1eddng<\/b>: LRT = (T\u1ed5ng s\u1ed1 gi\u1edd tr\u1ea3 l\u1eddi c\u00e1c c\u00e2u h\u1ecfi + T\u1ed5ng s\u1ed1 gi\u1edd tr\u1ea3 l\u1eddi c\u00e1c c\u00e2u h\u1ecfi kh\u00f4ng \u0111\u01b0\u1ee3c tr\u1ea3 l\u1eddi) \u00f7 T\u1ed5ng s\u1ed1 c\u00e1c y\u00eau c\u1ea7u h\u1ee3p l\u1ec7 trong th\u1eddi h\u1ea1n hi\u1ec7u l\u1ef1c c\u1ee7a d\u1eef li\u1ec7u.<\/span><\/p>\n

    T\u1ea7m quan tr\u1ecdng<\/b>: Th\u1eddi gian ph\u1ea3n h\u1ed3i nhanh h\u01a1n gi\u00fap n\u00e2ng cao m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng kh\u1ea3 n\u0103ng chuy\u1ec3n \u0111\u1ed5i th\u00e0nh c\u00f4ng.<\/span><\/p>\n

    Pipeline Velocity<\/b><\/h3>\n

    \u0110\u1ecbnh ngh\u0129a<\/b>: Pipeline Velocity (t\u1ea1m d\u1ecbch: T\u1ed1c \u0111\u1ed9 lu\u1ed3ng b\u00e1n h\u00e0ng) l\u00e0 ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 nhanh ch\u00f3ng m\u00e0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng di chuy\u1ec3n qua quy tr\u00ecnh b\u00e1n h\u00e0ng.<\/span><\/p>\n

    C\u00e1ch \u0111o l\u01b0\u1eddng<\/b>: Pipeline Velocity t\u00ednh b\u1eb1ng th\u1eddi gian trung b\u00ecnh \u0111\u1ec3 m\u1ed9t kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng di chuy\u1ec3n t\u1eeb m\u1ed9t giai \u0111o\u1ea1n sang giai \u0111o\u1ea1n ti\u1ebfp theo trong quy tr\u00ecnh b\u00e1n h\u00e0ng.<\/span><\/p>\n

    T\u1ea7m quan tr\u1ecdng<\/b>: T\u1ed1c \u0111\u1ed9 lu\u1ed3ng b\u00e1n h\u00e0ng \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n cho th\u1ea5y quy tr\u00ecnh CRM \u0111\u01b0\u1ee3c s\u1eafp x\u1ebfp h\u1ee3p l\u00fd v\u00e0 hi\u1ec7u qu\u1ea3. B\u1eb1ng c\u00e1ch gi\u1ea3m th\u1eddi gian di chuy\u1ec3n c\u1ee7a kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng qua t\u1eebng giai \u0111o\u1ea1n, doanh nghi\u1ec7p c\u00f3 th\u1ec3 chuy\u1ec3n \u0111\u1ed5i nhi\u1ec1u kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng th\u00e0nh kh\u00e1ch h\u00e0ng h\u01a1n trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh.<\/span><\/p>\n

    CRM \u2013 T\u1ef7 l\u1ec7 ch\u1ea5p thu\u1eadn c\u1ee7a ng\u01b0\u1eddi d\u00f9ng<\/b><\/h3>\n

    \u0110\u1ecbnh ngh\u0129a<\/b>: UAR (User Adoption Rate) l\u00e0 t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m ng\u01b0\u1eddi d\u00f9ng CRM \u0111ang t\u00edch c\u1ef1c s\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng. Ng\u01b0\u1eddi d\u00f9ng t\u00edch c\u1ef1c \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a l\u00e0 nh\u1eefng ng\u01b0\u1eddi \u0111\u0103ng nh\u1eadp v\u00e0 s\u1eed d\u1ee5ng c\u00e1c t\u00ednh n\u0103ng c\u1ee7a CRM th\u01b0\u1eddng xuy\u00ean.<\/span><\/p>\n

    \"Khi<\/p>\n

    Khi \u0111o l\u01b0\u01a1\u0300ng hi\u00ea\u0323u qua\u0309 CRM c\u1ea7n ch\u00fa \u00fd \u0111\u1ebfn t\u1ef7 l\u1ec7 ch\u1ea5p thu\u1eadn c\u1ee7a ng\u01b0\u1eddi d\u00f9ng<\/p>\n<\/div>\n

    C\u00e1ch \u0111o l\u01b0\u1eddng<\/b>: (S\u1ed1 ng\u01b0\u1eddi d\u00f9ng t\u00edch c\u1ef1c CRM \u00f7 T\u1ed5ng s\u1ed1 ng\u01b0\u1eddi d\u00f9ng) x 100<\/span><\/p>\n

    Ng\u01b0\u1eddi d\u00f9ng ho\u1ea1t \u0111\u1ed9ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh theo c\u00e1c ti\u00eau ch\u00ed kh\u00e1c nhau, ch\u1eb3ng h\u1ea1n nh\u01b0 s\u1ed1 l\u1ea7n \u0111\u0103ng nh\u1eadp, s\u1ed1 l\u1ea7n s\u1eed d\u1ee5ng c\u00e1c t\u00ednh n\u0103ng c\u1ed1t l\u00f5i, ho\u1eb7c s\u1ed1 b\u1ea3n ghi \u0111\u01b0\u1ee3c t\u1ea1o hay c\u1eadp nh\u1eadt trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh.<\/span><\/p>\n

    T\u1ea7m quan tr\u1ecdng<\/b>: T\u1ef7 l\u1ec7 s\u1eed d\u1ee5ng CRM cao cho th\u1ea5y nh\u00e2n vi\u00ean nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c gi\u00e1 tr\u1ecb c\u1ee7a h\u1ec7 th\u1ed1ng CRM v\u00e0 t\u00edch c\u1ef1c t\u1eadn d\u1ee5ng c\u00e1c t\u00ednh n\u0103ng c\u1ee7a n\u00f3. \u0110i\u1ec1u n\u00e0y g\u00f3p ph\u1ea7n v\u00e0o th\u00e0nh c\u00f4ng t\u1ed5ng th\u1ec3 c\u1ee7a CRM v\u00ec h\u1ec7 th\u1ed1ng n\u00e0y \u0111\u1ea3m b\u1ea3o d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt ch\u00ednh x\u00e1c, quy tr\u00ecnh l\u00e0m vi\u1ec7c \u0111\u01b0\u1ee3c tu\u00e2n theo v\u00e0 c\u01a1 h\u1ed9i b\u00e1n h\u00e0ng kh\u00f4ng b\u1ecb b\u1ecf s\u00f3t.<\/span><\/p>\n

    CAC \u2013 Ch\u1ec9 s\u1ed1 t\u00ednh chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

    \u0110\u1ecbnh ngh\u0129a<\/b>: Gi\u00e1 th\u00e0nh thu h\u00fat kh\u00e1ch h\u00e0ng (Customer Acquisition Cost \u2013 CAC) l\u00e0 chi ph\u00ed \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi. CAC \u0111\u00e3 bao g\u1ed3m c\u00e1c kho\u1ea3n chi cho marketing, b\u00e1n h\u00e0ng v\u00e0 CRM.<\/span><\/p>\n

    C\u00e1ch \u0111o l\u01b0\u1eddng<\/b>: CAC = T\u1ed5ng chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng \u00f7 T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng m\u1edbi.<\/span><\/p>\n

    T\u1ea7m quan tr\u1ecdng<\/b>: CAC gi\u1ea3m cho th\u1ea5y c\u00e1c n\u1ed7 l\u1ef1c CRM \u0111ang g\u00f3p ph\u1ea7n thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi hi\u1ec7u qu\u1ea3 h\u01a1n v\u1ec1 chi ph\u00ed. B\u1eb1ng c\u00e1ch c\u1ea3i thi\u1ec7n quy tr\u00ecnh b\u00e1n h\u00e0ng, t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c t\u00e1c v\u1ee5 v\u00e0 t\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, CRM c\u00f3 th\u1ec3 gi\u00fap gi\u1ea3m chi ph\u00ed cho m\u1ed7i kh\u00e1ch h\u00e0ng m\u1edbi.<\/span><\/p>\n

    T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf<\/b><\/h3>\n

    \u0110\u1ecbnh ngh\u0129a<\/b>: T\u1ef7 l\u1ec7 h\u1ee7y d\u1ecbch v\u1ee5 (Customer Churn Rate) l\u00e0 t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng ng\u1eebng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh.<\/span><\/p>\n

    \"T\u1ef7<\/p>\n

    T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf th\u1ec3 hi\u1ec7n r\u00f5 hi\u00ea\u0323u qua\u0309 CRM<\/p>\n<\/div>\n

    C\u00e1ch \u0111o l\u01b0\u1eddng<\/b>: Customer Churn Rate = (Kh\u00e1ch h\u00e0ng b\u1ecb m\u1ea5t \u00f7 T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng t\u1ea1i th\u1eddi \u0111i\u1ec3m b\u1eaft \u0111\u1ea7u kho\u1ea3ng th\u1eddi gian) x 100.<\/span><\/p>\n

    T\u1ea7m quan tr\u1ecdng<\/b>: T\u1ef7 l\u1ec7 h\u1ee7y d\u1ecbch v\u1ee5 cao c\u00f3 th\u1ec3 cho th\u1ea5y c\u00e1c v\u1ea5n \u0111\u1ec1 v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng ho\u1eb7c hi\u1ec7u qu\u1ea3 c\u1ee7a h\u1ec7 th\u1ed1ng CRM. T\u1ef7 l\u1ec7 h\u1ee7y d\u1ecbch v\u1ee5 th\u1ea5p l\u00e0 m\u1ed9t d\u1ea5u hi\u1ec7u t\u00edch c\u1ef1c, cho th\u1ea5y c\u00e1c s\u00e1ng ki\u1ebfn CRM \u0111ang gi\u00fap duy tr\u00ec kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

    ROI \u2013 L\u1ee3i t\u1ee9c \u0111\u1ea7u t\u01b0<\/b><\/h3>\n

    \u0110\u1ecbnh ngh\u0129a<\/b>: L\u1ee3i t\u1ee9c \u0111\u1ea7u t\u01b0 cho CRM (Return on Investment \u2013 ROI) l\u00e0 l\u1ee3i nhu\u1eadn r\u00f2ng thu \u0111\u01b0\u1ee3c t\u1eeb c\u00e1c s\u00e1ng ki\u1ebfn CRM. ROI \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c kho\u1ea3n \u0111\u1ea7u t\u01b0 v\u00e0o h\u1ec7 th\u1ed1ng v\u00e0 quy tr\u00ecnh CRM.<\/span><\/p>\n

    C\u00e1ch \u0111o l\u01b0\u1eddng<\/b>: ROI = (L\u1ee3i nhu\u1eadn r\u00f2ng \u00f7 Chi ph\u00ed \u0111\u1ea7u t\u01b0) x 100<\/span><\/p>\n

    So s\u00e1nh l\u1ee3i \u00edch thu \u0111\u01b0\u1ee3c t\u1eeb c\u00e1c ho\u1ea1t \u0111\u1ed9ng li\u00ean quan \u0111\u1ebfn CRM v\u1edbi t\u1ed5ng s\u1ed1 ti\u1ec1n \u0111\u1ea7u t\u01b0. L\u1ee3i \u00edch c\u00f3 th\u1ec3 bao g\u1ed3m doanh thu gia t\u0103ng, gi\u1ea3m chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng, ho\u1eb7c c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng. T\u1ed5ng \u0111\u1ea7u t\u01b0 bao g\u1ed3m chi ph\u00ed mua ph\u1ea7n m\u1ec1m CRM, \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean, v\u00e0 b\u1ea3o tr\u00ec h\u1ec7 th\u1ed1ng.<\/span><\/p>\n

    T\u1ea7m quan tr\u1ecdng<\/b>: Ch\u1ec9 s\u1ed1 ROI d\u01b0\u01a1ng ch\u1ee9ng minh th\u00e0nh c\u00f4ng v\u1ec1 m\u1eb7t t\u00e0i ch\u00ednh c\u1ee7a c\u00e1c chi\u1ebfn l\u01b0\u1ee3c CRM v\u00e0 l\u00e0 c\u01a1 s\u1edf \u0111\u1ec3 duy tr\u00ec c\u00e1c kho\u1ea3n \u0111\u1ea7u t\u01b0 trong t\u01b0\u01a1ng lai. B\u1eb1ng c\u00e1ch t\u00ednh to\u00e1n ROI, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 hi\u1ec7u qu\u1ea3 c\u1ee7a CRM trong vi\u1ec7c t\u1ea1o ra l\u1ee3i nhu\u1eadn v\u00e0 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh s\u00e1ng su\u1ed1t v\u1ec1 vi\u1ec7c ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c.<\/span><\/p>\n

    Hi\u1ec7u qu\u1ea3 ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng<\/b><\/h3>\n

    \u0110\u1ecbnh ngh\u0129a<\/b>: Kh\u1ea3 n\u0103ng ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ec7 th\u1ed1ng CRM d\u1ef1a tr\u00ean h\u00e0nh vi, \u0111\u1eb7c \u0111i\u1ec3m d\u00e2n c\u01b0 (demographics) ho\u1eb7c c\u00e1c ti\u00eau ch\u00ed kh\u00e1c. Ch\u1ec9 s\u1ed1 n\u00e0y gi\u00fap nh\u00f3m kh\u00e1ch h\u00e0ng th\u00e0nh nh\u1eefng ph\u00e2n kh\u00fac c\u00f3 \u0111\u1eb7c \u0111i\u1ec3m chung \u0111\u1ec3 d\u1ec5 d\u00e0ng tri\u1ec3n khai c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb ph\u00f9 h\u1ee3p.<\/span><\/p>\n

    \"Ph\u00e2n<\/p>\n

    Ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng gi\u00fap \u0111a\u0301nh gia\u0301 hi\u00ea\u0323u qua\u0309 CRM t\u1ed1t h\u01a1n<\/p>\n<\/div>\n

    C\u00e1ch \u0111o l\u01b0\u1eddng<\/b>: \u0110\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 ph\u00f9 h\u1ee3p v\u00e0 ch\u00ednh x\u00e1c c\u1ee7a c\u00e1c ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng trong c\u00e1c chi\u1ebfn d\u1ecbch marketing \u0111\u01b0\u1ee3c nh\u1eafm m\u1ee5c ti\u00eau c\u1ee5 th\u1ec3. V\u00ed d\u1ee5, b\u1ea1n c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng t\u1ef7 l\u1ec7 nh\u1ea5p chu\u1ed9t (click-through rate \u2013 CTR) ho\u1eb7c t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i (conversion rate) c\u1ee7a c\u00e1c chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a theo t\u1eebng ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

    T\u1ea7m quan tr\u1ecdng<\/b>: Ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 gi\u00fap gia t\u0103ng t\u00ednh c\u00e1 nh\u00e2n h\u00f3a trong t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, g\u00f3p ph\u1ea7n n\u00e2ng cao m\u1ee9c \u0111\u1ed9 g\u1eafn k\u1ebft (engagement) c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch ti\u1ebfp c\u1eadn \u0111\u00fang ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng v\u1edbi th\u00f4ng \u0111i\u1ec7p ph\u00f9 h\u1ee3p, doanh nghi\u1ec7p c\u00f3 th\u1ec3 gia t\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i v\u00e0 doanh thu.<\/span><\/p>\n

    Ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 m\u1ee9c \u0111\u1ed9 ch\u00ednh x\u00e1c c\u1ee7a d\u1eef li\u1ec7u<\/b><\/h3>\n

    \u0110\u1ecbnh ngh\u0129a<\/b>: Ch\u1ea5t l\u01b0\u1ee3ng d\u1eef li\u1ec7u trong h\u1ec7 th\u1ed1ng CRM l\u00e0 m\u1ee9c \u0111\u1ed9 tin c\u1eady v\u00e0 ch\u00ednh x\u00e1c c\u1ee7a d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef. D\u1eef li\u1ec7u CRM ch\u00ednh x\u00e1c bao g\u1ed3m th\u00f4ng tin kh\u00e1ch h\u00e0ng c\u1eadp nh\u1eadt, \u0111\u1ea7y \u0111\u1ee7 v\u00e0 nh\u1ea5t qu\u00e1n.<\/span><\/p>\n

    C\u00e1ch \u0111o l\u01b0\u1eddng<\/b>: Th\u1ef1c hi\u1ec7n ki\u1ec3m tra v\u00e0 l\u00e0m s\u1ea1ch d\u1eef li\u1ec7u CRM th\u01b0\u1eddng xuy\u00ean \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u00ednh ch\u00ednh x\u00e1c. Ki\u1ec3m tra d\u1eef li\u1ec7u c\u00f3 th\u1ec3 bao g\u1ed3m vi\u1ec7c t\u00ecm ki\u1ebfm c\u00e1c b\u1ea3n ghi tr\u00f9ng l\u1eb7p, th\u00f4ng tin thi\u1ebfu s\u00f3t ho\u1eb7c l\u1ed7i \u0111\u1ecbnh d\u1ea1ng.<\/span><\/p>\n

    T\u1ea7m quan tr\u1ecdng<\/b>: D\u1eef li\u1ec7u kh\u00f4ng ch\u00ednh x\u00e1c c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn ra quy\u1ebft \u0111\u1ecbnh k\u00e9m v\u00e0 c\u1ea3n tr\u1edf hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c chi\u1ebfn l\u01b0\u1ee3c CRM. D\u1eef li\u1ec7u CRM ch\u1ea5t l\u01b0\u1ee3ng cao l\u00e0 n\u1ec1n t\u1ea3ng cho c\u00e1c chi\u1ebfn d\u1ecbch marketing \u0111\u01b0\u1ee3c nh\u1eafm m\u1ee5c ti\u00eau hi\u1ec7u qu\u1ea3, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a v\u00e0 ph\u00e2n t\u00edch kinh doanh ch\u00ednh x\u00e1c. B\u1eb1ng c\u00e1ch duy tr\u00ec d\u1eef li\u1ec7u ch\u00ednh x\u00e1c, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1eadn d\u1ee5ng t\u1ed1i \u0111a c\u00e1c l\u1ee3i \u00edch c\u1ee7a CRM v\u00e0 \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh s\u00e1ng su\u1ed1t \u0111\u1ec3 th\u00fac \u0111\u1ea9y t\u0103ng tr\u01b0\u1edfng.<\/span><\/p>\n

    \"\u0110\u1ed9<\/p>\n

    \u0110\u1ed9 ch\u00ednh x\u00e1c d\u1eef li\u1ec7u \u1ea3nh h\u01b0\u1edfng nhi\u1ec1u \u0111\u1ebfn qu\u00e1 tr\u00ecnh \u0111o l\u01b0\u01a1\u0300ng hi\u00ea\u0323u qua\u0309 CRM<\/p>\n<\/div>\n

    H\u01b0\u1edbng d\u1eabn th\u1ef1c hi\u1ec7n chi\u1ebfn l\u01b0\u1ee3c \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 CRM\u00a0<\/b><\/h2>\n

    \u0110o l\u01b0\u1eddng th\u00e0nh c\u00f4ng c\u1ee7a CRM kh\u00f4ng ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 theo d\u00f5i t\u1eebng ch\u1ec9 s\u1ed1 v\u00e0 m\u1ee5c ti\u00eau \u0111\u00e1nh gi\u00e1 (KPI) ri\u00eang l\u1ebb. \u0110i\u1ec1u quan tr\u1ecdng l\u00e0 doanh nghi\u1ec7p c\u1ea7n c\u00f3 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c to\u00e0n di\u1ec7n \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u1eadn d\u1ee5ng t\u1ed1i \u0111a th\u00f4ng tin thu th\u1eadp \u0111\u01b0\u1ee3c t\u1eeb h\u1ec7 th\u1ed1ng CRM. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1c b\u01b0\u1edbc then ch\u1ed1t \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c \u0111o l\u01b0\u1eddng CRM hi\u1ec7u qu\u1ea3:<\/span><\/p>\n

      \n
    • X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau r\u00f5 r\u00e0ng<\/b>: Cho d\u00f9 \u0111\u00f3 l\u00e0 c\u1ea3i thi\u1ec7n m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, t\u0103ng doanh thu hay tinh g\u1ecdn quy tr\u00ecnh, vi\u1ec7c c\u00f3 c\u00e1c m\u1ee5c ti\u00eau c\u1ee5 th\u1ec3 s\u1ebd gi\u00fap t\u1ed5 ch\u1ee9c l\u1ef1a ch\u1ecdn c\u00e1c ch\u1ec9 s\u1ed1 \u0111\u00e1nh gi\u00e1 ph\u00f9 h\u1ee3p.<\/span><\/li>\n
    • Ch\u1ecdn ch\u1ec9 s\u1ed1 th\u00edch h\u1ee3p<\/b>: V\u00ed d\u1ee5, n\u1ebfu m\u1ee5c ti\u00eau ch\u00ednh l\u00e0 c\u1ea3i thi\u1ec7n m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, h\u00e3y \u01b0u ti\u00ean c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0 CSAT (\u0111i\u1ec3m \u0111\u00e1nh gi\u00e1 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng) v\u00e0 CRR (t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng).<\/span><\/li>\n
    • T\u00edch h\u1ee3p ngu\u1ed3n d\u1eef li\u1ec7u<\/b>: \u0110\u1ea3m b\u1ea3o d\u1eef li\u1ec7u t\u1eeb c\u00e1c ngu\u1ed3n kh\u00e1c nhau, bao g\u1ed3m b\u00e1n h\u00e0ng, marketing v\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng \u0111\u1ec1u \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u00e0o h\u1ec7 th\u1ed1ng CRM. \u0110i\u1ec1u n\u00e0y cung c\u1ea5p cho b\u1ea1n c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n v\u1ec1 c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
    • Th\u01b0\u1eddng xuy\u00ean ki\u1ec3m tra v\u00e0 c\u1eadp nh\u1eadt ch\u1ec9 s\u1ed1<\/b>: M\u00f4i tr\u01b0\u1eddng kinh doanh lu\u00f4n thay \u0111\u1ed5i, v\u00ec v\u1eady c\u00e1c ch\u1ec9 s\u1ed1 c\u0169ng c\u1ea7n \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt theo. Th\u01b0\u1eddng xuy\u00ean ki\u1ec3m tra v\u00e0 c\u1eadp nh\u1eadt c\u00e1c ch\u1ec9 s\u1ed1 \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o ch\u00fang lu\u00f4n ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c m\u1ee5c ti\u00eau kinh doanh \u0111ang ph\u00e1t tri\u1ec3n.<\/span><\/li>\n
    • \u0110\u1ea7u t\u01b0 v\u00e0o \u0111\u00e0o t\u1ea1o v\u00e0 h\u1ed7 tr\u1ee3<\/b>: M\u1ed9t \u0111\u1ed9i ng\u0169 \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o v\u00e0 h\u1ed7 tr\u1ee3 t\u1ed1t s\u1ebd c\u00f3 kh\u1ea3 n\u0103ng s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 CRM hi\u1ec7u qu\u1ea3 h\u01a1n. \u0110\u1ea7u t\u01b0 v\u00e0o c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00e0o t\u1ea1o \u0111\u1ec3 n\u00e2ng cao k\u1ef9 n\u0103ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng v\u00e0 khuy\u1ebfn kh\u00edch \u00e1p d\u1ee5ng r\u1ed9ng r\u00e3i h\u1ec7 th\u1ed1ng CRM.<\/span><\/li>\n
    • S\u1eed d\u1ee5ng ph\u00e2n t\u00edch n\u00e2ng cao<\/b>: T\u1eadn d\u1ee5ng c\u00e1c t\u00ednh n\u0103ng ph\u00e2n t\u00edch v\u00e0 b\u00e1o c\u00e1o n\u00e2ng cao trong h\u1ec7 th\u1ed1ng CRM \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc h\u01a1n. Ph\u00e2n t\u00edch d\u1ef1 \u0111o\u00e1n gi\u00fap doanh nghi\u1ec7p d\u1ef1 \u0111o\u00e1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea3i thi\u1ec7n vi\u1ec7c ra quy\u1ebft \u0111\u1ecbnh.<\/span><\/li>\n
    • So s\u00e1nh v\u1edbi ti\u00eau chu\u1ea9n ng\u00e0nh<\/b>: So s\u00e1nh c\u00e1c ch\u1ec9 s\u1ed1 CRM v\u1edbi c\u00e1c ti\u00eau chu\u1ea9n c\u1ee7a ng\u00e0nh \u0111\u1ec3 hi\u1ec3u hi\u1ec7u su\u1ea5t c\u1ee7a t\u1ed5 ch\u1ee9c so v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 gi\u00fap c\u00f4ng ty x\u00e1c \u0111\u1ecbnh nh\u1eefng l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n v\u00e0 \u0111\u1ed5i m\u1edbi.<\/span><\/li>\n
    • L\u1eb7p l\u1ea1i v\u00e0 c\u1ea3i thi\u1ec7n<\/b>: Th\u00e0nh c\u00f4ng c\u1ee7a CRM l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c. Th\u01b0\u1eddng xuy\u00ean \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c chi\u1ebfn l\u01b0\u1ee3c, thu th\u1eadp ph\u1ea3n h\u1ed3i v\u00e0 l\u1eb7p l\u1ea1i qu\u00e1 tr\u00ecnh tri\u1ec3n khai CRM \u0111\u1ec3 th\u00fac \u0111\u1ea9y c\u1ea3i thi\u1ec7n li\u00ean t\u1ee5c.<\/span><\/li>\n<\/ul>\n

      \u0110o l\u01b0\u1eddng s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a CRM \u0111\u00f2i h\u1ecfi s\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa d\u1eef li\u1ec7u v\u00e0 c\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t. B\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o c\u00e1c kh\u00eda c\u1ea1nh quan tr\u1ecdng nh\u01b0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n v\u00e0 s\u1ef1 ch\u1ea5p nh\u1eadn c\u1ee7a ng\u01b0\u1eddi d\u00f9ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 thu \u0111\u01b0\u1ee3c c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u00e0 gi\u00e1 tr\u1ecb v\u1ec1 t\u00e1c \u0111\u1ed9ng c\u1ee7a c\u00e1c chi\u1ebfn l\u01b0\u1ee3c CRM c\u1ee7a m\u00ecnh.<\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      H\u1ec7 th\u1ed1ng CRM \u0111\u00f3ng vai tr\u00f2 then ch\u1ed1t trong vi\u1ec7c qu\u1ea3n l\u00fd v\u00e0 ph\u00e2n t\u00edch c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng trong su\u1ed1t v\u00f2ng \u0111\u1eddi c\u1ee7a h\u1ecd. Ch\u00ednh v\u00ec v\u1eady, \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 CRM, t\u1ed5 ch\u1ee9c c\u1ea7n c\u00f3 b\u1ed9 chi\u0309 s\u00f4\u0301 KPI v\u00ea\u0300 CRM \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 t\u00ecnh h\u00ecnh v\u00e0 \u0111\u01b0a ra c\u00e1c […]<\/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\/70948"}],"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=70948"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/70948\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=70948"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=70948"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=70948"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}