{"id":31433,"date":"2025-10-29T07:00:05","date_gmt":"2025-10-29T00:00:05","guid":{"rendered":"https:\/\/1office.vn\/?p=31433"},"modified":"2025-10-31T13:42:37","modified_gmt":"2025-10-31T06:42:37","slug":"mo-hinh-crm","status":"publish","type":"post","link":"https:\/\/1office.vn\/mo-hinh-crm","title":{"rendered":"TOP 6 m\u00f4 h\u00ecnh CRM hi\u1ec7u qu\u1ea3 nh\u1ea5t d\u00e0nh cho doanh nghi\u1ec7p"},"content":{"rendered":"<p style=\"text-align: justify;\"><em>Hi\u1ec7n nay, vi\u1ec7c \u00e1p d\u1ee5ng v\u00e0 tri\u1ec3n khai <a href=\"https:\/\/1office.vn\/mo-hinh-crm\"><strong>m\u00f4 h\u00ecnh CRM<\/strong><\/a> \u0111\u00e3 tr\u1edf th\u00e0nh \u0111i\u1ec1u ki\u1ec7n thi\u1ebft y\u1ebfu quy\u1ebft \u0111\u1ecbnh \u0111\u1ebfn hi\u1ec7u qu\u1ea3 qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. M\u00f4 h\u00ecnh CRM l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u1ee7a m\u1ecdi ho\u1ea1t \u0111\u1ed9ng trong doanh nghi\u1ec7p, gi\u00fap x\u00e2y d\u1ef1ng, c\u1ee7ng c\u1ed1 v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3. C\u00f9ng <strong><a href=\"https:\/\/1office.vn\/\">1Office<\/a><\/strong> t\u00ecm hi\u1ec3u v\u1ec1 <strong>6 m\u00f4 h\u00ecnh CRM ph\u1ed5 bi\u1ebfn<\/strong> \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng nhi\u1ec1u nh\u1ea5t hi\u1ec7n nay v\u00e0 c\u00e1ch \u0111\u1ec3 l\u1ef1a ch\u1ecdn \u0111\u01b0\u1ee3c m\u00f4 h\u00ecnh qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 nh\u1ea5t cho doanh nghi\u1ec7p.<\/em><\/p>\n<h2 style=\"text-align: justify;\">I &#8211; M\u00f4 h\u00ecnh CRM l\u00e0 g\u00ec? Ph\u00e2n bi\u1ec7t m\u00f4 h\u00ecnh CRM v\u00e0 h\u1ec7 th\u1ed1ng CRM<\/h2>\n<p style=\"text-align: justify;\"><strong>M\u00f4 h\u00ecnh CRM<\/strong> l\u00e0 m\u1ed9t quy tr\u00ecnh m\u00f4 t\u1ea3 c\u00e1ch th\u1ee9c doanh nghi\u1ec7p doanh nghi\u1ec7p s\u1eed d\u1ee5ng v\u00e0 ph\u1ed1i h\u1ee3p ch\u1eb7t ch\u1ebd c\u00e1c ngu\u1ed3n l\u1ef1c n\u1ed9i b\u1ed9 ph\u1ee5c v\u1ee5 cho c\u00f4ng t\u00e1c qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng. Bao g\u1ed3m vi\u1ec7c <strong><a href=\"https:\/\/1office.vn\/quan-ly-du-lieu-khach-hang\">qu\u1ea3n l\u00fd d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng<\/a><\/strong> (nhu c\u1ea7u, mong mu\u1ed1n, s\u1edf th\u00edch, h\u00e0nh vi mua h\u00e0ng,&#8230;) v\u00e0 s\u1eed d\u1ee5ng nh\u1eefng th\u00f4ng tin \u0111\u00f3 \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c, giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 nh\u1eb1m x\u00e2y d\u1ef1ng, c\u1ee7ng c\u1ed1 v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n<p style=\"text-align: justify;\">Doanh nghi\u1ec7p c\u1ea7n ph\u00e2n bi\u1ec7t r\u00f5 2 kh\u00e1i ni\u1ec7m m\u00f4 h\u00ecnh CRM v\u00e0 h\u1ec7 th\u1ed1ng CRM n\u1ebfu nh\u01b0 mu\u1ed1n tri\u1ec3n khai CRM hi\u1ec7u qu\u1ea3.<\/p>\n<p style=\"text-align: justify;\">H\u1ec7 th\u1ed1ng CRM l\u00e0 ph\u1ea7n m\u1ec1m \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng \u0111\u1ec3 l\u01b0u tr\u1eef v\u00e0 qu\u1ea3n l\u00fd m\u1ecdi th\u00f4ng tin d\u1eef li\u1ec7u li\u00ean quan \u0111\u1ebfn kh\u00e1ch h\u00e0ng nh\u1eb1m ph\u1ee5c v\u1ee5 cho vi\u1ec7c qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng. N\u00f3i c\u00e1ch kh\u00e1c, h\u1ec7 th\u1ed1ng CRM l\u00e0 c\u00f4ng c\u1ee5 \u0111\u1ec3 doanh nghi\u1ec7p v\u1eadn h\u00e0nh v\u00e0 \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh CRM.<\/p>\n<p><strong>\u0110\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 h\u1ec7 th\u1ed1ng CRM, h\u00e3y \u0111\u1ecdc b\u00e0i vi\u1ebft:<\/strong><\/p>\n<ul>\n<li>Xem th\u00eam: <a href=\"https:\/\/1office.vn\/crm-la-gi\">CRM l\u00e0 g\u00ec? L\u1ee3i \u00edch, ch\u1ee9c n\u0103ng v\u00e0 vai tr\u00f2 c\u1ee7a h\u1ec7 th\u1ed1ng CRM<\/a><\/li>\n<\/ul>\n<h2 style=\"text-align: justify;\">II &#8211; TOP 6 m\u00f4 h\u00ecnh CRM t\u1ed1t nh\u1ea5t d\u00e0nh cho doanh nghi\u1ec7p<\/h2>\n<h3>1. M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb CRM<\/h3>\n<p style=\"text-align: justify;\">M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb CRM \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng b\u1edfi Michael Porter nh\u1eb1m x\u00e1c \u0111\u1ecbnh c\u00e1c ho\u1ea1t \u0111\u1ed9ng m\u00e0 doanh nghi\u1ec7p c\u1ea7n th\u1ef1c hi\u1ec7n \u0111\u1ec3 mang l\u1ea1i gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng.<\/p>\n<p style=\"text-align: justify;\">M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb CRM m\u00f4 t\u1ea3 c\u00e1c giai \u0111o\u1ea1n v\u00e0 ho\u1ea1t \u0111\u1ed9ng c\u1ea7n thi\u1ebft \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng, \u0111\u01b0\u1ee3c chia th\u00e0nh 2 ph\u1ea7n: 5 giai \u0111o\u1ea1n ch\u00ednh v\u00e0 5 ho\u1ea1t \u0111\u1ed9ng h\u1ed7 tr\u1ee3<\/p>\n<figure id=\"attachment_31535\" aria-describedby=\"caption-attachment-31535\" style=\"width: 900px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-full wp-image-31535\" src=\"https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-01-1.jpg\" alt=\"M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb CRM\" width=\"900\" height=\"900\" srcset=\"https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-01-1.jpg 900w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-01-1-300x300.jpg 300w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-01-1-150x150.jpg 150w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-01-1-768x768.jpg 768w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><figcaption id=\"caption-attachment-31535\" class=\"wp-caption-text\">M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb CRM<\/figcaption><\/figure>\n<p style=\"text-align: justify;\"><strong>C\u00e1c giai \u0111o\u1ea1n ch\u00ednh<\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\"><strong>Ph\u00e2n t\u00edch danh m\u1ee5c kh\u00e1ch h\u00e0ng:<\/strong> X\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng n\u00e0o mang l\u1ea1i nhi\u1ec1u gi\u00e1 tr\u1ecb nh\u1ea5t. Sau \u0111\u00f3 ph\u00e2n b\u1ed5 n\u1ed7 l\u1ef1c v\u00e0 t\u00e0i nguy\u00ean \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/li>\n<li aria-level=\"1\"><strong>S\u1ef1 th\u00e2n thi\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng:<\/strong> X\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 th\u00e2n thi\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch t\u01b0\u01a1ng t\u00e1c th\u01b0\u1eddng xuy\u00ean v\u00e0 thu th\u1eadp &amp; ph\u00e2n t\u00edch d\u1eef li\u1ec7u sau m\u1ed7i l\u1ea7n t\u01b0\u01a1ng t\u00e1c. T\u1eeb \u0111\u00f3 \u0111i\u1ec1u ch\u1ec9nh c\u00e1c d\u1ecbch v\u1ee5 sao cho ph\u00f9 h\u1ee3p v\u00e0 theo s\u00e1t nhu c\u1ea7u kh\u00e1ch h\u00e0ng.<\/li>\n<li aria-level=\"1\"><strong>Ph\u00e1t tri\u1ec3n m\u1ea1ng l\u01b0\u1edbi:<\/strong> M\u1ea1ng l\u01b0\u1edbi m\u1ed9t doanh nghi\u1ec7p g\u1ed3m t\u1ea5t c\u1ea3 nh\u1eefng th\u1ef1c th\u1ec3 tham gia v\u00e0o chu\u1ed7i gi\u00e1 tr\u1ecb, bao g\u1ed3m nh\u00e0 cung c\u1ea5p, \u0111\u1ed1i t\u00e1c, nh\u00e0 \u0111\u1ea7u t\u01b0,&#8230; To\u00e0n b\u1ed9 c\u00e1c b\u1ed9 ph\u1eadn n\u00e0y s\u1ebd ho\u1ea1t \u0111\u1ed9ng song song c\u00f9ng nhau \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li aria-level=\"1\"><strong>Ph\u00e1t tri\u1ec3n \u0111\u1ec1 xu\u1ea5t gi\u00e1 tr\u1ecb:<\/strong> T\u1eeb nh\u1eefng d\u1eef li\u1ec7u th\u00f4ng tin \u0111\u00e3 thu th\u1eadp \u0111\u01b0\u1ee3c t\u1eeb 3 b\u01b0\u1edbc tr\u00ean, h\u00e3y b\u1ed5 sung nh\u1eefng gi\u00e1 tr\u1ecb gia t\u0103ng cho kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a v\u00e0 gi\u1ea3m thi\u1ec3u chi ph\u00ed \u0111\u1ec3 mang l\u1ea1i nhi\u1ec1u gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng h\u01a1n.<\/li>\n<li aria-level=\"1\"><strong>Qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7:<\/strong> N\u00e2ng c\u1ea5p quy tr\u00ecnh <a href=\"https:\/\/1office.vn\/quan-tri-quan-he-khach-hang\"><strong>qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng<\/strong><\/a> b\u1eb1ng c\u00e1ch x\u00e1c \u0111\u1ecbnh nh\u1eefng \u0111i\u1ec3m c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n ho\u1eb7c thay \u0111\u1ed5i, sau \u0111\u00f3 th\u1ef1c hi\u1ec7n c\u1ea3i ti\u1ebfn. B\u1eb1ng c\u00e1ch n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ed1i \u01b0u ho\u1ea1t \u0111\u1ed9ng thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><strong>C\u00e1c ho\u1ea1t \u0111\u1ed9ng h\u1ed7 tr\u1ee3 cho giai \u0111o\u1ea1n ch\u00ednh<\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\"><strong>L\u00e3nh \u0111\u1ea1o v\u00e0 v\u0103n h\u00f3a:<\/strong> Nh\u00e0 l\u00e3nh \u0111\u1ea1o \u0111\u00f3ng vai tr\u00f2 ch\u1ec9 \u0111\u1ea1o ho\u1ea1t \u0111\u1ed9ng v\u00e0 thi\u1ebft l\u1eadp c\u00e1c ti\u00eau chu\u1ea9n v\u1eadn h\u00e0nh m\u00f4 h\u00ecnh qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng. V\u0103n h\u00f3a doanh nghi\u1ec7p quy\u1ebft \u0111\u1ecbnh c\u00e1ch th\u1ee9c c\u00e1c b\u1ed9 ph\u1eadn h\u1ee3p t\u00e1c v\u00e0 l\u00e0m vi\u1ec7c \u0111\u1ec3 theo \u0111u\u1ed5i m\u1ee5c ti\u00eau.<\/li>\n<li aria-level=\"1\">Quy tr\u00ecnh thu h\u00fat: B\u1ea1n c\u1ea7n c\u00f3 m\u1ed9t quy tr\u00ecnh t\u1ed1i \u01b0u \u0111\u1ec3 chuy\u1ec3n h\u00f3a c\u00e1c kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng th\u00e0nh ng\u01b0\u1eddi mua th\u1ef1c s\u1ef1.<\/li>\n<li aria-level=\"1\"><strong>Quy tr\u00ecnh qu\u1ea3n l\u00fd nh\u00e2n s\u1ef1:<\/strong> X\u00e2y d\u1ef1ng \u0111\u1ed9i ng\u0169 nh\u00e2n s\u1ef1 v\u1eefng m\u1ea1nh \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 n\u1ed9i b\u1ed9 hi\u1ec7u qu\u1ea3 trong qu\u00e1 tr\u00ecnh v\u1eadn h\u00e0nh m\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb CRM.<\/li>\n<li aria-level=\"1\"><strong>Quy tr\u00ecnh qu\u1ea3n l\u00fd d\u1eef li\u1ec7u\/CNTT:<\/strong> V\u00ec CRM l\u00e0 m\u1ed9t m\u00f4 h\u00ecnh chuy\u00ean s\u00e2u v\u1ec1 d\u1eef li\u1ec7u, n\u00ean vi\u1ec7c qu\u1ea3n l\u00fd CNTT c\u1ea7n \u0111\u01b0\u1ee3c ki\u1ec3m so\u00e1t ch\u1eb7t ch\u1ebd (b\u1ea3o m\u1eadt, ph\u00e2n quy\u1ec1n truy c\u1eadp,&#8230;) \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o m\u00f4 h\u00ecnh v\u1eadn h\u00e0nh th\u00e0nh c\u00f4ng.<\/li>\n<li aria-level=\"1\"><strong>C\u01a1 c\u1ea5u t\u1ed5 ch\u1ee9c:<\/strong> C\u1ea7n ch\u1ec9 \u0111\u1ecbnh r\u00f5 r\u00e0ng nh\u00e2n s\u1ef1 ch\u1ecbu tr\u00e1ch nhi\u1ec7m cho t\u1eebng ho\u1ea1t \u0111\u1ed9ng v\u00e0 ph\u1ea1m vi b\u00e1o c\u00e1o.<\/li>\n<\/ul>\n<blockquote>\n<p style=\"text-align: center;\"><strong>Xem th\u00eam:\u00a0<a href=\"https:\/\/1office.vn\/phan-mem-quan-ly-khach-hang\">Ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng, gi\u1ea3i ph\u00e1p CRM t\u1ed1t nh\u1ea5t hi\u1ec7n nay<\/a><\/strong><\/p>\n<\/blockquote>\n<h3>2. M\u00f4 h\u00ecnh IDIC<\/h3>\n<p style=\"text-align: justify;\">M\u00f4 h\u00ecnh IDIC c\u1ee7a CRM \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng nh\u1eb1m \u0111\u00e1nh gi\u00e1 s\u1ef1 mong \u0111\u1ee3i c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u00e0 nh\u1eefng gi\u00e1 tr\u1ecb gia t\u0103ng m\u00e0 h\u1ecd mang l\u1ea1i cho doanh nghi\u1ec7p. M\u00f4 h\u00ecnh CRM n\u00e0y \u0111\u01b0\u1ee3c coi nh\u01b0 m\u1ed9t chu\u1ea9n m\u1ef1c \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 l\u00e0m n\u1ec1n t\u1ea3ng \u0111\u1ec3 doanh nghi\u1ec7p x\u00e2y d\u1ef1ng ph\u01b0\u01a1ng th\u1ee9c ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3.<\/p>\n<figure id=\"attachment_31536\" aria-describedby=\"caption-attachment-31536\" style=\"width: 900px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-full wp-image-31536\" src=\"https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-02.jpg\" alt=\"M\u00f4 h\u00ecnh IDIC\" width=\"900\" height=\"900\" srcset=\"https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-02.jpg 900w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-02-300x300.jpg 300w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-02-150x150.jpg 150w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-02-768x768.jpg 768w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><figcaption id=\"caption-attachment-31536\" class=\"wp-caption-text\">IDIC &#8211; M\u00f4 h\u00ecnh x\u00e1c \u0111\u1ecbnh nhu c\u1ea7u kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/figcaption><\/figure>\n<p style=\"text-align: justify;\">M\u00f4 h\u00ecnh n\u00e0y gi\u00fap c\u00e1c doanh nghi\u1ec7p th\u1ef1c hi\u1ec7n 4 chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 x\u00e2y d\u1ef1ng, c\u1ee7ng c\u1ed1 v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 1-1 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng. M\u1ed7i ch\u1eef c\u00e1i trong m\u00f4 h\u00ecnh IDIC \u0111\u1ea1i di\u1ec7n cho 1 b\u01b0\u1edbc trong quy tr\u00ecnh qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng:<\/p>\n<ul>\n<li><strong>Identify &#8211; X\u00e1c \u0111\u1ecbnh:<\/strong> Theo m\u00f4 h\u00ecnh IDIC, b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean l\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1c kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. M\u1ed7i doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i x\u00e1c \u0111\u1ecbnh ai l\u00e0 kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 c\u1ee7a m\u00ecnh v\u00e0 c\u1ea7n c\u00f3 hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd. \u0110i\u1ec1u n\u00e0y gi\u00fap doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 b\u1eb1ng c\u00e1ch s\u1eafp x\u1ebfp h\u1ecd th\u00e0nh c\u00e1c nh\u00f3m theo nhu c\u1ea7u, mong mu\u1ed1n v\u00e0 h\u00e0nh vi mua h\u00e0ng \u0111\u1ec3 ph\u00e1t tri\u1ec3n nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng nh\u00f3m.<\/li>\n<li><strong>Differentiate &#8211; Ph\u00e2n bi\u1ec7t:<\/strong> Sau khi \u0111\u00e3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c <a href=\"https:\/\/1office.vn\/chan-dung-khach-hang-muc-tieu\">ch\u00e2n dung kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau<\/a>, doanh nghi\u1ec7p s\u1ebd ph\u00e2n bi\u1ec7t h\u1ecd d\u1ef1a tr\u00ean 2 y\u1ebfu t\u1ed1 ch\u00ednh l\u00e0:\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li aria-level=\"2\">Gi\u00e1 tr\u1ecb mang l\u1ea1i: Ph\u00e2n bi\u1ec7t kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean nh\u1eefng gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i \u200b\u200bm\u00e0 doanh nghi\u1ec7p mong \u0111\u1ee3i h\u1ecd s\u1ebd mang l\u1ea1i trong hi\u1ec7n t\u1ea1i v\u00e0 t\u01b0\u01a1ng lai. L\u01b0u \u00fd r\u1eb1ng kh\u00f4ng ph\u1ea3i m\u1ecdi kh\u00e1ch h\u00e0ng \u0111\u1ec1u mang l\u1ea1i gi\u00e1 tr\u1ecb nh\u01b0 nhau cho doanh nghi\u1ec7p. B\u1edfi v\u1eady h\u00e3y t\u1eadp trung v\u00e0o nh\u00f3m kh\u00e1ch h\u00e0ng mang l\u1ea1i nhi\u1ec1u gi\u00e1 tr\u1ecb cho doanh nghi\u1ec7p.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"list-style-type: none;\">\n<ul style=\"text-align: justify;\">\n<li aria-level=\"2\">Nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng: M\u1ed7i kh\u00e1ch h\u00e0ng kh\u00e1c nhau s\u1ebd c\u00f3 nh\u1eefng nhu c\u1ea7u kh\u00e1c nhau. B\u1edfi v\u1eady vi\u1ec7c \u0111\u00e1p \u1ee9ng nhu c\u1ea7u v\u00e0 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi\u00a0 doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i c\u00f3 hi\u1ec3u bi\u1ebft v\u1ec1 nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"text-align: justify; padding-left: 40px;\">Ph\u00e2n bi\u1ec7t kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap doanh nghi\u1ec7p ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c h\u1ee3p l\u00fd cho t\u1eebng t\u1ec7p kh\u00e1ch h\u00e0ng kh\u00e1c nhau.<\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\"><strong>Interact &#8211; T\u01b0\u01a1ng t\u00e1c:<\/strong> 2 b\u01b0\u1edbc ban \u0111\u1ea7u c\u1ee7a m\u00f4 h\u00ecnh IDIC \u0111\u00e3 thi\u1ebft l\u1eadp n\u1ec1n t\u1ea3ng \u0111\u1ec3 doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n ph\u01b0\u01a1ng th\u1ee9c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. B\u1edfi v\u1eady \u1edf b\u01b0\u1edbc n\u00e0y, nhi\u1ec7m v\u1ee5 c\u1ee7a b\u1ea1n l\u00e0 ti\u1ebfp c\u1eadn v\u00e0 giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng \u1edf nhi\u1ec1u k\u00eanh kh\u00e1c nhau v\u00e0 cung c\u1ea5p cho h\u1ecd nh\u1eefng th\u00f4ng tin \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a theo t\u1eebng nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng \u0111\u00e3 \u0111\u01b0\u1ee3c ph\u00e2n lo\u1ea1i. H\u00e3y cho kh\u00e1ch h\u00e0ng bi\u1ebft r\u1eb1ng b\u1ea1n hi\u1ec3u r\u00f5 nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a h\u1ecd, \u0111\u00e2y ch\u00ednh l\u00e0 ch\u00eca kh\u00f3a m\u1ea5u ch\u1ed1t \u0111\u1ec3 gia t\u0103ng t\u1ef7 l\u1ec7 mua h\u00e0ng.<\/li>\n<li aria-level=\"1\"><strong>Customize &#8211; C\u00e1 nh\u00e2n h\u00f3a:<\/strong> B\u01b0\u1edbc cu\u1ed1i c\u00f9ng trong m\u00f4 h\u00ecnh IDIC trong crm \u0111\u00f3ng vai tr\u00f2 t\u00f9y ch\u1ec9nh c\u00e1ch ti\u1ebfp c\u1eadn c\u1ee7a doanh nghi\u1ec7p d\u1ef1a tr\u00ean nh\u1eefng g\u00ec b\u1ea1n \u0111\u00e3 kh\u00e1m ph\u00e1 v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh \u1edf 3 b\u01b0\u1edbc tr\u01b0\u1edbc \u0111\u00f3. Ngh\u0129a l\u00e0 doanh nghi\u1ec7p c\u1ea7n th\u1ef1c hi\u1ec7n \u0111i\u1ec1u ch\u1ec9nh c\u00e1c giao d\u1ecbch ho\u1eb7c \u01b0u \u0111\u00e3i c\u1ee7a m\u00ecnh \u0111\u1ec3 \u0111\u00e1p \u1ee9ng \u0111\u1ea7y \u0111\u1ee7 c\u00e1c y\u00eau c\u1ea7u ho\u1eb7c ng\u00e2n s\u00e1ch c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ee5c \u0111\u00edch ch\u00ednh \u1edf \u0111\u00e2y l\u00e0 \u0111\u1ea3m b\u1ea3o r\u1eb1ng m\u1ecdi k\u1ef3 v\u1ecdng v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c th\u1ecfa m\u00e3n. H\u00e3y s\u1eed d\u1ee5ng t\u1ea5t c\u1ea3 th\u00f4ng tin thu th\u1eadp m\u00e0 b\u1ea1n thu th\u1eadp \u0111\u01b0\u1ee3c v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 \u0111\u01b0a ra c\u00e1c d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p.<\/li>\n<\/ul>\n<h3>3. M\u00f4 h\u00ecnh QCI<\/h3>\n<p style=\"text-align: justify;\">M\u00f4 h\u00ecnh CRM QCI (Ch\u1ec9 s\u1ed1 c\u1ea1nh tranh ch\u1ea5t l\u01b0\u1ee3ng) t\u1eadp trung v\u00e0o vi\u1ec7c qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng h\u01a1n l\u00e0 c\u1ea3i thi\u1ec7n m\u1ed1i quan h\u1ec7 v\u1edbi h\u1ecd. M\u00f4 h\u00ecnh n\u00e0y b\u1eaft \u0111\u1ea7u t\u1eeb y\u1ebfu t\u1ed1 m\u00f4i tr\u01b0\u1eddng b\u00ean ngo\u00e0i. V\u00ec khi kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u qu\u00e1 tr\u00ecnh mua h\u00e0ng v\u00e0 t\u01b0\u01a1ng t\u00e1c v\u1edbi t\u1ed5 ch\u1ee9c, m\u00f4i tr\u01b0\u1eddng b\u00ean ngo\u00e0i s\u1ebd \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd.<\/p>\n<figure id=\"attachment_31537\" aria-describedby=\"caption-attachment-31537\" style=\"width: 900px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-full wp-image-31537\" src=\"https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-03.jpg\" alt=\"M\u00f4 h\u00ecnh QCI\" width=\"900\" height=\"900\" srcset=\"https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-03.jpg 900w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-03-300x300.jpg 300w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-03-150x150.jpg 150w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-03-768x768.jpg 768w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><figcaption id=\"caption-attachment-31537\" class=\"wp-caption-text\">Ch\u1ec9 s\u1ed1 c\u1ea1nh tranh ch\u1ea5t l\u01b0\u1ee3ng &#8211; QCI<\/figcaption><\/figure>\n<p style=\"text-align: justify;\">8 th\u00e0nh ph\u1ea7n ch\u00ednh m\u00e0 doanh nghi\u1ec7p c\u1ea7n ki\u1ec3m so\u00e1t \u0111\u1ec3 qu\u1ea3n tr\u1ecb kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 bao g\u1ed3m:<\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\"><strong>Ph\u00e2n t\u00edch v\u00e0 l\u1eadp k\u1ebf ho\u1ea1ch:<\/strong> Thu th\u1eadp v\u00e0 x\u1eed l\u00fd nh\u1eefng d\u1eef li\u1ec7u v\u00e0 \u0111\u1eb7c \u0111i\u1ec3m v\u00e0 h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, t\u1eeb \u0111\u00f3 t\u00ecm ra nh\u1eefng gi\u00e1 tr\u1ecb m\u00e0 c\u00f4ng ty b\u1ea1n c\u00f3 th\u1ec3 mang l\u1ea1i cho kh\u00e1ch h\u00e0ng.<\/li>\n<li aria-level=\"1\"><strong>\u0110\u1ec1 xu\u1ea5t:<\/strong> S\u1eed d\u1ee5ng d\u1eef li\u1ec7u ph\u00e2n t\u00edch kh\u00e1ch h\u00e0ng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1ch th\u1ee9c doanh nghi\u1ec7p s\u1ebd ph\u1ee5c v\u1ee5 h\u1ecd, sau \u0111\u00f3 \u0111\u1ec1 xu\u1ea5t ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn v\u00e0 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.<\/li>\n<li aria-level=\"1\"><strong>Th\u00f4ng tin d\u1eef li\u1ec7u v\u00e0 c\u00f4ng ngh\u1ec7:<\/strong> \u00c1p d\u1ee5ng c\u00f4ng ngh\u1ec7 \u0111\u1ec3 qu\u1ea3n l\u00fd th\u00f4ng tin d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng. Ch\u00fa \u00fd li\u00ean t\u1ee5c c\u1ea3i ti\u1ebfn v\u00e0 n\u00e2ng c\u1ea5p c\u00f4ng ngh\u1ec7 \u0111\u1ec3 t\u1ed1i \u01b0u hi\u1ec7u qu\u1ea3 v\u1eadn h\u00e0nh.<\/li>\n<li aria-level=\"1\"><strong>Con ng\u01b0\u1eddi v\u00e0 t\u1ed5 ch\u1ee9c:<\/strong> Ph\u00e2n b\u1ed5 nh\u00e2n s\u1ef1 \u0111\u1ea3m nhi\u1ec7m c\u00e1c nhi\u1ec7m v\u1ee5 nh\u01b0 t\u01b0\u01a1ng t\u00e1c, ch\u0103m s\u00f3c, ti\u1ebfp nh\u1eadn ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng, bao g\u1ed3m c\u00e1c th\u1eafc m\u1eafc v\u1ec1 d\u1ecbch v\u1ee5, \u0111\u00e1nh gi\u00e1, khi\u1ebfu n\u1ea1i,&#8230;<\/li>\n<li aria-level=\"1\"><strong>Qu\u1ea3n l\u00fd quy tr\u00ecnh:<\/strong> \u0110\u1ea3m b\u1ea3o ki\u1ec3m so\u00e1t ch\u1eb7t ch\u1ebd quy tr\u00ecnh ho\u1ea1t \u0111\u1ed9ng c\u1ee7a c\u00e1c b\u1ed9 ph\u1eadn b\u00e1n h\u00e0ng, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, marketing,&#8230; X\u00e1c \u0111\u1ecbnh nh\u1eefng \u201cl\u1ed7 h\u1ed5ng\u201d trong quy tr\u00ecnh v\u00e0 \u0111\u01b0a ra gi\u1ea3i ph\u00e1p kh\u1eafc ph\u1ee5c k\u1ecbp th\u1eddi.<\/li>\n<li aria-level=\"1\"><strong>Qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng:<\/strong> Bao g\u1ed3m 3 ho\u1ea1t \u0111\u1ed9ng:\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li aria-level=\"2\">Thu th\u1eadp &#8211; T\u00ecm hi\u1ec3u th\u00f4ng tin v\u1ec1 kh\u00e1ch h\u00e0ng<\/li>\n<li aria-level=\"2\">Th\u00e2m nh\u1eadp &#8211; Ti\u1ebfp c\u1eadn v\u00e0 k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng<\/li>\n<li aria-level=\"2\">Gi\u1eef ch\u00e2n &#8211; Gi\u1eef li\u00ean l\u1ea1c v\u1edbi kh\u00e1ch h\u00e0ng<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li aria-level=\"1\"><strong>\u0110o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3:<\/strong> Ph\u00e2n t\u00edch hi\u1ec7u su\u1ea5t c\u1ee7a c\u00e1c b\u1ed9 ph\u1eadn \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh m\u1ee9c \u0111\u1ed9 t\u00e1c \u0111\u1ed9ng c\u1ee7a c\u00e1c nh\u00f3m \u0111\u1ed1i v\u1edbi s\u1ef1 t\u0103ng tr\u01b0\u1edfng c\u1ee7a doanh nghi\u1ec7p. S\u1eed d\u1ee5ng c\u00e1c th\u01b0\u1edbc \u0111o nh\u01b0 kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c, gi\u00e1 tr\u1ecb mang l\u1ea1i cho doanh nghi\u1ec7p, t\u1eeb \u0111\u00f3 l\u00e0m c\u01a1 s\u1edf \u0111\u1ec3 c\u1ea3i ti\u1ebfn v\u00e0 n\u00e2ng cao n\u0103ng su\u1ea5t ho\u1ea1t \u0111\u1ed9ng.<\/li>\n<li aria-level=\"1\"><strong>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng:<\/strong> Ti\u1ebfn h\u00e0nh quy tr\u00ecnh t\u01b0\u01a1ng t\u1ef1 nh\u01b0 c\u00e1c b\u01b0\u1edbc tr\u01b0\u1edbc, nh\u01b0ng t\u1eadp trung l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng thay v\u00ec gia t\u0103ng s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<h3>4. M\u00f4 h\u00ecnh c\u1ee7a Payne &amp; Frow<\/h3>\n<p style=\"text-align: justify;\">M\u00f4 h\u00ecnh \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi Adrian Payne v\u00e0 Pennie Frow l\u00e0 m\u00f4 h\u00ecnh CRM kh\u00f4ng ch\u1ec9 t\u1eadp trung v\u00e0o quy tr\u00ecnh m\u00e0 c\u00f2n quan t\u00e2m \u0111\u1ebfn c\u00e1c y\u1ebfu t\u1ed1 quan tr\u1ecdng trong ho\u1ea1t \u0111\u1ed9ng qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng.<\/p>\n<figure id=\"attachment_31538\" aria-describedby=\"caption-attachment-31538\" style=\"width: 900px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-full wp-image-31538\" src=\"https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-04.jpg\" alt=\"M\u00f4 h\u00ecnh c\u1ee7a Payne v\u00e0 Frows\" width=\"900\" height=\"900\" srcset=\"https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-04.jpg 900w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-04-300x300.jpg 300w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-04-150x150.jpg 150w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-04-768x768.jpg 768w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><figcaption id=\"caption-attachment-31538\" class=\"wp-caption-text\">M\u00f4 h\u00ecnh c\u1ee7a Payne v\u00e0 Frows<\/figcaption><\/figure>\n<p style=\"text-align: justify;\"><strong>5 quy tr\u00ecnh trong m\u00f4 h\u00ecnh CRM c\u1ee7a Payne &amp; Frow bao g\u1ed3m<\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\"><strong>X\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c:<\/strong> 2 chi\u1ebfn l\u01b0\u1ee3c tr\u1ecdng t\u00e2m c\u1ee7a quy tr\u00ecnh n\u00e0y bao g\u1ed3m chi\u1ebfn l\u01b0\u1ee3c kinh doanh v\u00e0 chi\u1ebfn l\u01b0\u1ee3c ph\u00e1t tri\u1ec3n kh\u00e1ch h\u00e0ng. Chi\u1ebfn l\u01b0\u1ee3c kinh doanh bao g\u1ed3m t\u1ea7m nh\u00ecn, s\u1ee9 m\u1ec7nh v\u00e0 nh\u1eefng \u0111i\u1ec3m kh\u00e1c bi\u1ec7t l\u00e0m n\u00ean l\u1ee3i th\u1ebf c\u1ea1nh tranh cho doanh nghi\u1ec7p. Chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng li\u00ean quan \u0111\u1ebfn vi\u1ec7c t\u1ea1o ra gi\u00e1 tr\u1ecb v\u00e0 nh\u1eefng ph\u1ea9m ch\u1ea5t c\u00f3 th\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng ch\u1ecdn b\u1ea1n.<\/li>\n<li aria-level=\"1\"><strong>T\u1ea1o gi\u00e1 tr\u1ecb:<\/strong> X\u00e1c \u0111\u1ecbnh gi\u00e1 tr\u1ecb m\u00e0 doanh nghi\u1ec7p c\u00f3 th\u1ec3 mang l\u1ea1i cho kh\u00e1ch h\u00e0ng v\u00e0 ng\u01b0\u1ee3c l\u1ea1i. V\u00ed d\u1ee5: T\u1ed5 ch\u1ee9c m\u1ed9t s\u1ef1 ki\u1ec7n cung c\u1ea5p kh\u00f4ng gian \u0111\u1ed9c nh\u1ea5t v\u00f4 nh\u1ecb m\u00e0 ng\u01b0\u1eddi ti\u00eau d\u00f9ng kh\u00f4ng th\u1ec3 t\u00ecm \u0111\u01b0\u1ee3c \u1edf n\u01a1i kh\u00e1c &#8211; \u0111\u00f3 l\u00e0 gi\u00e1 tr\u1ecb m\u00e0 kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c. C\u00f2n gi\u00e1 tr\u1ecb m\u00e0 b\u1ea1n nh\u1eadn \u0111\u01b0\u1ee3c l\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li aria-level=\"1\"><strong>T\u00edch h\u1ee3p \u0111a k\u00eanh:<\/strong> Sau khi ph\u00e1t tri\u1ec3n chi\u1ebfn l\u01b0\u1ee3c v\u00e0 t\u1ea1o ra gi\u00e1 tr\u1ecb c\u1ee7a m\u00ecnh, c\u1ea7n ph\u1ea3i truy\u1ec1n th\u00f4ng \u0111\u1ebfn to\u00e0n b\u1ed9 c\u00e1c b\u1ed9 ph\u1eadn trong t\u1ed5 ch\u1ee9c bao g\u1ed3m b\u1ed9 ph\u1eadn b\u00e1n h\u00e0ng, marketing, <a href=\"https:\/\/1office.vn\/cham-soc-khach-hang\"><strong>ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong><\/a>,&#8230; \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o h\u1ecd hi\u1ec3u r\u00f5 tr\u00e1ch nhi\u1ec7m v\u00e0 ch\u1ee9c n\u0103ng c\u1ee7a m\u00ecnh.<\/li>\n<li aria-level=\"1\"><strong>\u0110\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng:<\/strong> Khi ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn \u0111a k\u00eanh c\u1ee7a doanh nghi\u1ec7p \u0111\u00e3 ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3, b\u1ea1n n\u00ean \u0111\u00e1nh gi\u00e1 l\u1ea1i chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a m\u00ecnh. N\u1ebfu kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n h\u00e0i l\u00f2ng v\u00e0 c\u00e1c b\u1ed9 ph\u1eadn \u0111ang \u0111\u00e1p \u1ee9ng KPI ngh\u0129a l\u00e0 h\u1ec7 th\u1ed1ng \u0111ang v\u1eadn h\u00e0nh tr\u01a1n tru. N\u1ebfu kh\u00f4ng, h\u00e3y thay \u0111\u1ed5i chi\u1ebfn l\u01b0\u1ee3c v\u00e0 gi\u00e1 tr\u1ecb c\u1ee7a t\u1ed5 ch\u1ee9c d\u1ef1a tr\u00ean th\u00f4ng tin ph\u1ea3n h\u1ed3i t\u1eeb c\u00e1c b\u1ed9 ph\u1eadn v\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n.<\/li>\n<li aria-level=\"1\"><strong>Qu\u1ea3n l\u00fd th\u00f4ng tin:<\/strong> Thi\u1ebft l\u1eadp h\u1ec7 th\u1ed1ng CRM \u0111\u1ec3 c\u1eadp nh\u1eadt, l\u01b0u tr\u1eef v\u00e0 qu\u1ea3n l\u00fd th\u00f4ng tin c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u1ea3m b\u1ea3o r\u1eb1ng ngu\u1ed3n th\u00f4ng tin \u0111\u01b0\u1ee3c lu\u00e2n chuy\u1ec3n nh\u1ecbp nh\u00e0ng v\u00e0 th\u00f4ng su\u1ed1t cho c\u00e1c b\u1ed9 ph\u1eadn x\u1eed l\u00fd. V\u00ed d\u1ee5: N\u1ebfu kh\u00e1ch h\u00e0ng g\u1ecdi \u0111i\u1ec7n cho b\u1ed9 ph\u1eadn CSKH v\u00e0 mong mu\u1ed1n n\u00e2ng c\u1ea5p g\u00f3i d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh, nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 c\u00f3 th\u1ec3 nh\u1eadp th\u00f4ng tin v\u00e0o CRM v\u00e0 th\u00f4ng b\u00e1o cho nh\u00f3m b\u00e1n h\u00e0ng v\u00e0 ti\u1ebfp th\u1ecb \u0111\u1ec3 n\u00e2ng c\u1ea5p g\u00f3i d\u1ecbch v\u1ee5 m\u1edbi cho kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><strong>4 y\u1ebfu t\u1ed1 ch\u00ednh c\u1ee7a quy tr\u00ecnh Payne &amp; Frow:<\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\">S\u1ef1 s\u1eb5n s\u00e0ng c\u1ee7a CRM: Doanh nghi\u1ec7p c\u1ea7n x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng ph\u1ea7n m\u1ec1m CRM \u0111\u1ec3 t\u1ea1o l\u1eadp n\u1ec1n t\u1ea3ng cho vi\u1ec7c tri\u1ec3n khai m\u00f4 h\u00ecnh CRM.<\/li>\n<li aria-level=\"1\">Qu\u1ea3n l\u00fd thay \u0111\u1ed5i CRM: Chu\u1ea9n b\u1ecb c\u00e1c giao th\u1ee9c \u0111\u1ec3 c\u00f3 th\u1ec3 s\u1eeda \u0111\u1ed5i quy tr\u00ecnh l\u00e0m vi\u1ec7c tr\u00ean CRM trong tr\u01b0\u1eddng h\u1ee3p c\u1ea7n thi\u1ebft. Bao g\u1ed3m b\u1ed9 c\u00f4ng c\u1ee5 CRM v\u00e0 c\u00e1c ph\u1ea7n m\u1ec1m kh\u00e1c tr\u01b0\u1edbc khi b\u1eaft \u0111\u1ea7u v\u1edbi m\u00f4 h\u00ecnh n\u00e0y.<\/li>\n<li aria-level=\"1\">Qu\u1ea3n l\u00fd d\u1ef1 \u00e1n CRM: C\u1ea7n hi\u1ec3u r\u00f5 c\u00e1ch th\u1ee9c c\u00e1c d\u1ef1 \u00e1n s\u1ebd \u0111\u01b0\u1ee3c v\u1eadn h\u00e0nh v\u00e0 qu\u1ea3n l\u00fd tr\u00ean CRM t\u1eeb kh\u00e2u \u0111\u1ea7u \u0111\u1ebfn cu\u1ed1i.<\/li>\n<li aria-level=\"1\">Qu\u1ea3n l\u00fd nh\u00e2n s\u1ef1: Ch\u1ec9 \u0111\u1ecbnh r\u00f5 nh\u00e2n s\u1ef1 n\u00e0o ch\u1ecbu tr\u00e1ch nhi\u1ec7m cho nh\u1eefng c\u00f4ng vi\u1ec7c n\u00e0o trong qu\u00e1 tr\u00ecnh b\u00e1n h\u00e0ng.<\/li>\n<\/ul>\n<blockquote>\n<p style=\"text-align: center;\"><strong>\u0110\u1ec3 n\u1eafm \u0111\u01b0\u1ee3c c\u00e1c ph\u01b0\u01a1ng ph\u00e1p c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 nh\u1ea5t, doanh nghi\u1ec7p h\u00e3y tham kh\u1ea3o b\u00e0i vi\u1ebft:<\/strong><\/p>\n<p style=\"text-align: center;\"><strong>&gt;&gt;\u00a0<a href=\"https:\/\/1office.vn\/retention-rate-la-gi\">Retention rate l\u00e0 g\u00ec? Ph\u01b0\u01a1ng ph\u00e1p c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3<\/a><\/strong><\/p>\n<\/blockquote>\n<h3>5. M\u00f4 h\u00ecnh CRM c\u1ee7a Gartner<\/h3>\n<p style=\"text-align: justify;\">M\u00f4 h\u00ecnh CRM n\u00e0y \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi Gartner Inc., m\u1ed9t c\u00f4ng ty t\u01b0 v\u1ea5n v\u00e0 nghi\u00ean c\u1ee9u CNTT h\u00e0ng \u0111\u1ea7u. Gartner \u0111\u1ecbnh ngh\u0129a CRM l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c kinh doanh nh\u1eb1m t\u1ed1i \u0111a h\u00f3a l\u1ee3i nhu\u1eadn, doanh thu v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch th\u00fac c\u00e1c quy tr\u00ecnh l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/p>\n<figure id=\"attachment_31539\" aria-describedby=\"caption-attachment-31539\" style=\"width: 900px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-31539 size-full\" src=\"https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-05.jpg\" alt=\"M\u00f4 h\u00ecnh qu\u1ea3n tr\u1ecb kh\u00e1ch h\u00e0ng c\u1ee7a Gartner\" width=\"900\" height=\"900\" srcset=\"https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-05.jpg 900w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-05-300x300.jpg 300w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-05-150x150.jpg 150w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-05-768x768.jpg 768w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><figcaption id=\"caption-attachment-31539\" class=\"wp-caption-text\">M\u00f4 h\u00ecnh qu\u1ea3n tr\u1ecb kh\u00e1ch h\u00e0ng c\u1ee7a Gartner<\/figcaption><\/figure>\n<p style=\"text-align: justify;\">M\u00f4 h\u00ecnh CRM n\u00e0y nh\u1ea5n m\u1ea1nh v\u00e0o 8 n\u0103ng l\u1ef1c m\u00e0 m\u1ed9t doanh nghi\u1ec7p n\u00ean t\u1eadp trung bao g\u1ed3m:<\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\"><strong>T\u1ea7m nh\u00ecn CRM:<\/strong> T\u1ea1o ra m\u1ed9t b\u1ee9c tranh to\u00e0n c\u1ea3nh v\u1edbi kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u1ec3 x\u00e2y d\u1ef1ng v\u1ecb th\u1ebf c\u1ea1nh tranh cho doanh nghi\u1ec7p d\u1ef1a tr\u00ean c\u00e1c gi\u00e1 tr\u1ecb \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh. T\u1ea7m nh\u00ecn CRM ch\u1ee7 y\u1ebfu \u0111\u1ec1 c\u1eadp \u0111\u1ebfn kh\u1ea3 n\u0103ng l\u00e3nh \u0111\u1ea1o, v\u1ecb th\u1ebf c\u1ea1nh tranh v\u00e0 gi\u00e1 tr\u1ecb m\u00e0 doanh nghi\u1ec7p theo \u0111u\u1ed5i.<\/li>\n<li aria-level=\"1\"><strong>Chi\u1ebfn l\u01b0\u1ee3c CRM:<\/strong> Ph\u00e1t tri\u1ec3n quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch mang l\u1ea1i gi\u00e1 tr\u1ecb gia t\u0103ng cho h\u1ecd. \u0110i\u1ec1u n\u00e0y bao g\u1ed3m vi\u1ec7c thi\u1ebft l\u1eadp c\u00e1c m\u1ee5c ti\u00eau v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1ch c\u00e1c ngu\u1ed3n l\u1ef1c s\u1ebd \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.<\/li>\n<li aria-level=\"1\"><strong>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng:<\/strong> \u0110\u1ea3m b\u1ea3o r\u1eb1ng vi\u1ec7c cung c\u1ea5p v\u00e0 t\u01b0\u01a1ng t\u00e1c c\u1ee7a doanh nghi\u1ec7p mang l\u1ea1i gi\u00e1 tr\u1ecb li\u1ec1n m\u1ea1ch cho kh\u00e1ch h\u00e0ng. Y\u1ebfu t\u1ed1 t\u1eadp trung v\u00e0o vi\u1ec7c th\u1ea5y hi\u1ec3u c\u00e1c nhu c\u1ea7u, k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 ph\u00e1t tri\u1ec3n c\u00e1c gi\u1ea3i ph\u00e1p \u0111\u00e1p \u1ee9ng.<\/li>\n<li aria-level=\"1\"><strong>H\u1ee3p t\u00e1c t\u1ed5 ch\u1ee9c:<\/strong> Thay \u0111\u1ed5i v\u0103n h\u00f3a, c\u1ea5u tr\u00fac t\u1ed5 ch\u1ee9c v\u00e0 h\u00e0nh vi \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng nh\u00e2n vi\u00ean, \u0111\u1ed1i t\u00e1c v\u00e0 nh\u00e0 cung c\u1ea5p l\u00e0m vi\u1ec7c c\u00f9ng nhau \u0111\u1ec3 mang l\u1ea1i gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng. N\u00f3 li\u00ean quan \u0111\u1ebfn v\u0103n h\u00f3a v\u00e0 c\u1ea5u tr\u00fac, k\u1ef9 n\u0103ng v\u00e0 n\u0103ng l\u1ef1c c\u1ee7a nh\u00e2n s\u1ef1, c\u00e1c bi\u1ec7n ph\u00e1p khuy\u1ebfn kh\u00edch v\u00e0 l\u01b0\u01a1ng th\u01b0\u1edfng, giao ti\u1ebfp c\u1ee7a nh\u00e2n vi\u00ean v\u1edbi c\u00e1c \u0111\u1ed1i t\u00e1c v\u00e0 nh\u00e0 cung c\u1ea5p.<\/li>\n<li aria-level=\"1\"><strong>Quy tr\u00ecnh CRM:<\/strong> Qu\u1ea3n l\u00fd hi\u1ec7u qu\u1ea3 kh\u00f4ng ch\u1ec9 c\u00e1c quy tr\u00ecnh trong v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n c\u1ea3 c\u00e1c quy tr\u00ecnh ph\u00e2n t\u00edch v\u00e0 l\u1eadp k\u1ebf ho\u1ea1ch nh\u1eb1m x\u00e2y d\u1ef1ng d\u1eef li\u1ec7u v\u1ec1 kh\u00e1ch h\u00e0ng.<\/li>\n<li aria-level=\"1\"><strong>Th\u00f4ng tin CRM:<\/strong> Thu th\u1eadp v\u00e0 qu\u1ea3n l\u00fd th\u00f4ng tin d\u1eef li\u1ec7u c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch ch\u1eb7t ch\u1ebd l\u00e0m t\u00e0i nguy\u00ean cho c\u00e1c b\u1ed9 ph\u1eadn s\u1eed d\u1ee5ng.<\/li>\n<li aria-level=\"1\"><strong>C\u00f4ng ngh\u1ec7 CRM:<\/strong> Qu\u1ea3n l\u00fd d\u1eef li\u1ec7u v\u00e0 th\u00f4ng tin, c\u01a1 s\u1edf h\u1ea1 t\u1ea7ng v\u00e0 ki\u1ebfn \u200b\u200btr\u00fac CNTT ph\u1ee5c v\u1ee5 cho quy tr\u00ecnh qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng v\u00e0 tri\u1ec3n khai m\u00f4 h\u00ecnh CRM<\/li>\n<li aria-level=\"1\"><strong>\u0110o l\u01b0\u1eddng CRM:<\/strong> \u0110o l\u01b0\u1eddng c\u00e1c ch\u1ec9 s\u1ed1 b\u00ean trong v\u00e0 b\u00ean ngo\u00e0i v\u1ec1 s\u1ef1 th\u00e0nh c\u00f4ng v\u00e0 th\u1ea5t b\u1ea1i c\u1ee7a m\u00f4 h\u00ecnh CRM. C\u00e1c th\u00f4ng s\u1ed1 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng l\u00e0 gi\u00e1 tr\u1ecb, s\u1ef1 duy tr\u00ec, s\u1ef1 h\u00e0i l\u00f2ng, l\u00f2ng trung th\u00e0nh, chi ph\u00ed \u0111\u1ec3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng,&#8230;<\/li>\n<\/ul>\n<h3>6. M\u00f4 h\u00ecnh kh\u00e1i ni\u1ec7m CRM<\/h3>\n<figure id=\"attachment_31540\" aria-describedby=\"caption-attachment-31540\" style=\"width: 900px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-full wp-image-31540\" src=\"https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-06.jpg\" alt=\"M\u00f4 h\u00ecnh kh\u00e1i ni\u1ec7m CRM\" width=\"900\" height=\"900\" srcset=\"https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-06.jpg 900w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-06-300x300.jpg 300w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-06-150x150.jpg 150w, https:\/\/1office.vn\/wp-content\/uploads\/2022\/10\/Top-6-mo-hinh-CRM-06-768x768.jpg 768w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><figcaption id=\"caption-attachment-31540\" class=\"wp-caption-text\">M\u00f4 h\u00ecnh kh\u00e1i ni\u1ec7m CRM<\/figcaption><\/figure>\n<p style=\"text-align: justify;\">M\u00f4 h\u00ecnh kh\u00e1i ni\u1ec7m CRM (CRM Conceptual Model) l\u00e0 quy tr\u00ecnh bao g\u1ed3m 5 y\u1ebfu t\u1ed1:<\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\"><strong>\u0110\u1ecbnh h\u01b0\u1edbng quan h\u1ec7 kh\u00e1ch h\u00e0ng:<\/strong> \u0110\u1ec1 c\u1eadp \u0111\u1ebfn tr\u1ecdng t\u00e2m c\u1ee7a doanh nghi\u1ec7p trong vi\u1ec7c qu\u1ea3n l\u00fd c\u00e1c m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng.<\/li>\n<li aria-level=\"1\"><strong>C\u00f4ng ngh\u1ec7 CRM:<\/strong> C\u00e1c c\u00f4ng ngh\u1ec7 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 h\u1ed7 tr\u1ee3 c\u00e1c ho\u1ea1t \u0111\u1ed9ng CRM<\/li>\n<li aria-level=\"1\"><strong>C\u00e1c s\u00e1ng ki\u1ebfn \u200b\u200bg\u1eafn k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng:<\/strong> C\u00e1c quy tr\u00ecnh m\u00e0 c\u00e1c doanh nghi\u1ec7p th\u1ef1c hi\u1ec7n \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u00e0 t\u01b0\u01a1ng t\u00e1c (ho\u1eb7c g\u1eafn k\u1ebft) v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd.<\/li>\n<li aria-level=\"1\"><strong>C\u00e1c quy tr\u00ecnh th\u00f4ng tin quan h\u1ec7:<\/strong> \u0110\u1ec1 c\u1eadp \u0111\u1ebfn c\u00e1c ho\u1ea1t \u0111\u1ed9ng thu th\u1eadp, qu\u1ea3n l\u00fd v\u00e0 ph\u00e2n t\u00edch th\u00f4ng tin m\u00e0 c\u00e1c doanh nghi\u1ec7p th\u1ef1c hi\u1ec7n \u0111\u1ec3 x\u00e2y d\u1ef1ng c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd.<\/li>\n<li aria-level=\"1\"><strong>Hi\u1ec7u su\u1ea5t quan h\u1ec7 kh\u00e1ch h\u00e0ng:<\/strong> \u0110\u1ec1 c\u1eadp \u0111\u1ebfn hi\u1ec7u su\u1ea5t t\u1ed5ng th\u1ec3 li\u00ean quan \u0111\u1ebfn c\u00f4ng t\u00e1c ti\u1ebfp th\u1ecb trong doanh nghi\u1ec7p.<\/li>\n<\/ul>\n<h2 style=\"text-align: justify;\">III &#8211; C\u00e1ch l\u1ef1a ch\u1ecdn m\u00f4 h\u00ecnh CRM n\u00e0o ph\u00f9 h\u1ee3p cho doanh nghi\u1ec7p<\/h2>\n<p style=\"text-align: justify;\">M\u1ed7i <strong>m\u00f4 h\u00ecnh CRM<\/strong> c\u00f3 nh\u1eefng \u0111i\u1ec3m m\u1ea1nh ri\u00eang ph\u00f9 h\u1ee3p v\u1edbi \u0111\u1eb7c \u0111i\u1ec3m v\u00e0 nhu c\u1ea7u c\u1ee7a doanh nghi\u1ec7p. Doanh nghi\u1ec7p c\u1ea7n xem x\u00e9t \u0111\u00e1nh gi\u00e1 nh\u1eefng y\u1ebfu t\u1ed1 sau \u0111\u1ec3 l\u1ef1a ch\u1ecdn \u0111\u01b0\u1ee3c m\u00f4 h\u00ecnh CRM ph\u00f9 h\u1ee3p v\u00e0 t\u1ed1i \u01b0u nh\u1ea5t \u0111\u1ec3 \u00e1p d\u1ee5ng:<\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\">T\u01b0\u01a1ng t\u00e1c d\u1ec5 d\u00e0ng gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 c\u00f4ng ty, n\u00e2ng cao kh\u1ea3 n\u0103ng \u0111\u00e1p \u1ee9ng nhanh ch\u00f3ng c\u00e1c y\u00eau c\u1ea7u v\u00e0 \u0111\u1ec1 xu\u1ea5t c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li aria-level=\"1\">Cho ph\u00e9p kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng truy c\u1eadp c\u00e1c th\u00f4ng tin v\u1ec1 c\u00f4ng ty nh\u01b0 t\u1ea7m nh\u00ecn, s\u1ee9 m\u1ec7nh, gi\u00e1 tr\u1ecb. \u0110i\u1ec1u n\u00e0y thi\u1ebft l\u1eadp m\u1ed1i quan h\u1ec7 c\u00f3 l\u1ee3i v\u1edbi kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean\u00a0 c\u01a1 s\u1edf tin t\u01b0\u1edfng v\u00e0 t\u00f4n tr\u1ecdng l\u1eabn nhau.<\/li>\n<li aria-level=\"1\">Ngu\u1ed3n cung c\u1ea5p th\u00f4ng tin kh\u00e1ch h\u00e0ng d\u1ed3i d\u00e0o \u0111\u01b0\u1ee3c t\u00edch l\u0169y v\u00e0 t\u1ed5ng h\u1ee3p t\u1eeb c\u00e1c k\u00eanh kh\u00e1c nhau.<\/li>\n<li aria-level=\"1\">Th\u00f4ng tin kh\u00e1ch h\u00e0ng ph\u1ea3i \u0111\u01b0\u1ee3c ph\u00e2n lo\u1ea1i \u0111\u1ec3 h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p trong vi\u1ec7c cung c\u1ea5p c\u00e1c s\u1ea3n ph\u1ea9m d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a.<\/li>\n<\/ul>\n<h2 data-start=\"162\" data-end=\"214\"><strong data-start=\"165\" data-end=\"214\">IV. Sai l\u1ea7m th\u01b0\u1eddng g\u1eb7p khi \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh CRM<\/strong><\/h2>\n<p data-start=\"216\" data-end=\"484\">M\u1eb7c d\u00f9 CRM mang l\u1ea1i gi\u00e1 tr\u1ecb to l\u1edbn trong vi\u1ec7c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng doanh thu, nh\u01b0ng nhi\u1ec1u doanh nghi\u1ec7p v\u1eabn th\u1ea5t b\u1ea1i khi tri\u1ec3n khai v\u00ec m\u1eafc ph\u1ea3i nh\u1eefng sai l\u1ea7m c\u01a1 b\u1ea3n trong nh\u1eadn th\u1ee9c v\u00e0 v\u1eadn h\u00e0nh. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 4 sai l\u1ea7m ph\u1ed5 bi\u1ebfn nh\u1ea5t v\u00e0 c\u00e1ch ph\u00f2ng tr\u00e1nh.<\/p>\n<h3 data-start=\"491\" data-end=\"544\">1. Xem CRM l\u00e0 ph\u1ea7n m\u1ec1m, kh\u00f4ng ph\u1ea3i chi\u1ebfn l\u01b0\u1ee3c<\/h3>\n<p data-start=\"546\" data-end=\"1105\">Nhi\u1ec1u doanh nghi\u1ec7p cho r\u1eb1ng vi\u1ec7c mua v\u00e0 c\u00e0i \u0111\u1eb7t ph\u1ea7n m\u1ec1m CRM l\u00e0 \u0111\u1ee7 \u0111\u1ec3 \u201cchuy\u1ec3n \u0111\u1ed5i s\u1ed1 trong ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng\u201d. Th\u1ef1c t\u1ebf, CRM kh\u00f4ng ch\u1ec9 l\u00e0 c\u00f4ng c\u1ee5, m\u00e0 l\u00e0 chi\u1ebfn l\u01b0\u1ee3c qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi s\u1ef1 \u0111\u1ed3ng b\u1ed9 gi\u1eefa con ng\u01b0\u1eddi, quy tr\u00ecnh v\u00e0 c\u00f4ng ngh\u1ec7.<br data-start=\"805\" data-end=\"808\" \/>N\u1ebfu kh\u00f4ng c\u00f3 t\u1ea7m nh\u00ecn chi\u1ebfn l\u01b0\u1ee3c, CRM s\u1ebd ch\u1ec9 \u0111\u01b0\u1ee3c d\u00f9ng nh\u01b0 \u201ckho l\u01b0u tr\u1eef d\u1eef li\u1ec7u\u201d, kh\u00f4ng t\u1ea1o ra gi\u00e1 tr\u1ecb kinh doanh.<\/p>\n<ul>\n<li data-start=\"546\" data-end=\"1105\">C\u00e1ch kh\u1eafc ph\u1ee5c: X\u00e1c \u0111\u1ecbnh r\u00f5 m\u1ee5c ti\u00eau CRM (gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, t\u0103ng doanh s\u1ed1, t\u1ed1i \u01b0u quy tr\u00ecnh,&#8230;) v\u00e0 thi\u1ebft k\u1ebf m\u00f4 h\u00ecnh CRM ph\u00f9 h\u1ee3p v\u1edbi chi\u1ebfn l\u01b0\u1ee3c t\u1ed5ng th\u1ec3 c\u1ee7a doanh nghi\u1ec7p.<\/li>\n<\/ul>\n<h3 data-start=\"1112\" data-end=\"1153\">2. Thi\u1ebfu s\u1ef1 tham gia c\u1ee7a l\u00e3nh \u0111\u1ea1o<\/h3>\n<p data-start=\"1155\" data-end=\"1588\">CRM l\u00e0 d\u1ef1 \u00e1n li\u00ean ph\u00f2ng ban, c\u1ea7n s\u1ef1 ph\u1ed1i h\u1ee3p c\u1ee7a marketing \u2013 sales \u2013 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u2013 k\u1ebf to\u00e1n \u2013 IT. Tuy nhi\u00ean, n\u1ebfu ban l\u00e3nh \u0111\u1ea1o kh\u00f4ng \u0111\u1ed3ng h\u00e0nh, thi\u1ebfu cam k\u1ebft ho\u1eb7c xem CRM ch\u1ec9 l\u00e0 \u201cd\u1ef1 \u00e1n c\u1ee7a ph\u00f2ng kinh doanh\u201d, h\u1ec7 th\u1ed1ng s\u1ebd nhanh ch\u00f3ng b\u1ecb b\u1ecf d\u1edf.<\/p>\n<ul>\n<li data-start=\"1155\" data-end=\"1588\">C\u00e1ch kh\u1eafc ph\u1ee5c: L\u00e3nh \u0111\u1ea1o c\u1ea7n \u0111\u00f3ng vai tr\u00f2 b\u1ea3o tr\u1ee3 d\u1ef1 \u00e1n, \u0111\u1ecbnh h\u01b0\u1edbng chi\u1ebfn l\u01b0\u1ee3c v\u00e0 th\u00fac \u0111\u1ea9y v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m trong to\u00e0n b\u1ed9 t\u1ed5 ch\u1ee9c.<\/li>\n<\/ul>\n<h3 data-start=\"1595\" data-end=\"1634\">3. D\u1eef li\u1ec7u kh\u00f4ng \u0111\u01b0\u1ee3c chu\u1ea9n h\u00f3a<\/h3>\n<p data-start=\"1636\" data-end=\"2110\">CRM ch\u1ec9 hi\u1ec7u qu\u1ea3 khi d\u1eef li\u1ec7u ch\u00ednh x\u00e1c \u2013 \u0111\u1ea7y \u0111\u1ee7 \u2013 \u0111\u1ed3ng nh\u1ea5t. Tuy nhi\u00ean, nhi\u1ec1u doanh nghi\u1ec7p nh\u1eadp d\u1eef li\u1ec7u r\u1eddi r\u1ea1c, thi\u1ebfu quy chu\u1ea9n (v\u00ed d\u1ee5: tr\u00f9ng l\u1eb7p kh\u00e1ch h\u00e0ng, sai \u0111\u1ecbnh d\u1ea1ng s\u1ed1 \u0111i\u1ec7n tho\u1ea1i, thi\u1ebfu th\u00f4ng tin li\u00ean h\u1ec7,&#8230;). \u0110i\u1ec1u n\u00e0y khi\u1ebfn h\u1ec7 th\u1ed1ng CRM kh\u00f4ng th\u1ec3 ph\u00e2n t\u00edch ho\u1eb7c t\u1ef1 \u0111\u1ed9ng h\u00f3a \u0111\u00fang c\u00e1ch.<\/p>\n<ul>\n<li data-start=\"1636\" data-end=\"2110\">C\u00e1ch kh\u1eafc ph\u1ee5c: Tr\u01b0\u1edbc khi tri\u1ec3n khai, c\u1ea7n l\u00e0m s\u1ea1ch v\u00e0 chu\u1ea9n h\u00f3a d\u1eef li\u1ec7u. Thi\u1ebft l\u1eadp quy tr\u00ecnh nh\u1eadp li\u1ec7u th\u1ed1ng nh\u1ea5t v\u00e0 \u0111\u1ecbnh k\u1ef3 ki\u1ec3m tra, \u0111\u1ed1i so\u00e1t d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<h3 data-start=\"2117\" data-end=\"2169\">4. Kh\u00f4ng \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean v\u1eadn h\u00e0nh h\u1ec7 th\u1ed1ng<\/h3>\n<p data-start=\"2171\" data-end=\"2593\">M\u1ed9t trong nh\u1eefng nguy\u00ean nh\u00e2n th\u1ea5t b\u1ea1i ph\u1ed5 bi\u1ebfn l\u00e0 nh\u00e2n vi\u00ean kh\u00f4ng bi\u1ebft c\u00e1ch s\u1eed d\u1ee5ng CRM, ho\u1eb7c kh\u00f4ng hi\u1ec3u m\u1ee5c ti\u00eau \u0111\u1eb1ng sau vi\u1ec7c \u00e1p d\u1ee5ng h\u1ec7 th\u1ed1ng. Khi \u0111\u00f3, CRM d\u1ec5 b\u1ecb \u201cb\u1ecf x\u00f3\u201d v\u00e0 d\u1eef li\u1ec7u c\u1eadp nh\u1eadt tr\u1edf n\u00ean r\u1eddi r\u1ea1c.<\/p>\n<ul>\n<li data-start=\"2171\" data-end=\"2593\">C\u00e1ch kh\u1eafc ph\u1ee5c: T\u1ed5 ch\u1ee9c c\u00e1c bu\u1ed5i \u0111\u00e0o t\u1ea1o n\u1ed9i b\u1ed9 \u0111\u1ecbnh k\u1ef3, h\u01b0\u1edbng d\u1eabn nh\u00e2n vi\u00ean v\u1ec1 quy tr\u00ecnh nh\u1eadp li\u1ec7u, ph\u00e2n lo\u1ea1i kh\u00e1ch h\u00e0ng, s\u1eed d\u1ee5ng b\u00e1o c\u00e1o CRM, v\u00e0 khuy\u1ebfn kh\u00edch ph\u1ea3n h\u1ed3i \u0111\u1ec3 c\u1ea3i ti\u1ebfn tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf.<\/li>\n<\/ul>\n<h2 style=\"text-align: justify;\">V &#8211; Tri\u1ec3n khai m\u00f4 h\u00ecnh qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng CRM hi\u1ec7u qu\u1ea3 v\u1edbi 1Office<\/h2>\n<p style=\"text-align: justify;\">Qu\u1ea3n l\u00fd c\u00e1c m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t nhi\u1ec7m v\u1ee5 \u0111\u01a1n gi\u1ea3n. Doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 c\u1ea7n \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n ph\u1ea3i l\u00e0m \u0111\u01b0\u1ee3c h\u01a1n c\u1ea3 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 khi\u1ebfn h\u1ecd mu\u1ed1n g\u1eafn b\u00f3 l\u00e2u d\u00e0i v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n<p style=\"text-align: justify;\">Nh\u01b0ng l\u00e0m c\u00e1ch n\u00e0o \u0111\u1ec3 thu th\u1eadp, x\u1eed l\u00fd v\u00e0 ph\u00e2n t\u00edch th\u00f4ng tin d\u1eef li\u1ec7u c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch khoa h\u1ecdc, c\u00f3 h\u1ec7 th\u1ed1ng? <a href=\"https:\/\/1office.vn\/phan-mem-crm\"><strong>Ph\u1ea7n m\u1ec1m<\/strong> <strong>CRM<\/strong><\/a> c\u1ee7a 1Office s\u1ebd gi\u00fap c\u00f4ng t\u00e1c qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p tr\u1edf n\u00ean d\u1ec5 d\u00e0ng h\u01a1n bao gi\u1edd h\u1ebft.<\/p>\n<p style=\"text-align: justify;\"><strong>C\u00e1c t\u00ednh n\u0103ng n\u1ed5i b\u1eadt c\u1ee7a CRM 1Office<\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li aria-level=\"1\"><strong><em>Qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng:<\/em><\/strong> Ph\u00e2n h\u1ec7 CRM cung c\u1ea5p t\u00ednh n\u0103ng cho ph\u00e9p ng\u01b0\u1eddi d\u00f9ng ghi l\u1ea1i c\u00e1c cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng, theo d\u00f5i email v\u00e0 t\u1ef1 \u0111\u1ed9ng c\u1eadp nh\u1eadt th\u00f4ng tin v\u00e0o h\u1ed3 s\u01a1 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<li aria-level=\"1\"><strong><em>D\u1ec5 d\u00e0ng truy c\u1eadp d\u1eef li\u1ec7u:<\/em>\u00a0<\/strong>D\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef ngay tr\u00ean h\u1ec7 th\u1ed1ng CRM ph\u1ee5c v\u1ee5 cho vi\u1ec7c truy xu\u1ea5t th\u00f4ng tin v\u00e0 theo d\u00f5i qu\u00e1 tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/li>\n<li aria-level=\"1\"><strong><em>T\u1ef1 \u0111\u1ed9ng h\u00f3a Marketing:<\/em> <\/strong>Ph\u1ea7n m\u1ec1m CRM t\u00edch h\u1ee3p t\u00ednh n\u0103ng t\u1ef1 \u0111\u1ed9ng h\u00f3a ti\u1ebfp th\u1ecb v\u1edbi c\u00e1c n\u1ec1n t\u1ea3ng h\u1ed7 tr\u1ee3 \u0111\u1ea3m b\u1ea3o cho tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c nh\u1ea5t qu\u00e1n, xuy\u00ean su\u1ed1t gi\u1eefa c\u00e1c k\u00eanh.<\/li>\n<\/ul>\n<p style=\"text-align: center;\"><a class=\"platform-button popmake-39297 try\">Nh\u1eadn t\u01b0 v\u1ea5n mi\u1ec5n ph\u00ed<\/a><\/p>\n<p style=\"text-align: justify;\">B\u00e0i vi\u1ebft tr\u00ean \u0111\u00e2y c\u1ee7a 1Office \u0111\u00e3 cung c\u1ea5p cho \u0111\u1ed9c gi\u1ea3 v\u1ec1 <strong>c\u00e1c<\/strong> <strong>m\u00f4 h\u00ecnh CRM<\/strong> \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng ph\u1ed5 bi\u1ebfn nh\u1ea5t hi\u1ec7n nay. \u0110\u1ed3ng th\u1eddi gi\u1edbi thi\u1ec7u \u0111\u1ebfn b\u1ea1n ph\u1ea7n m\u1ec1m CRM \u01b0u vi\u1ec7t gi\u00fap tri\u1ec3n khai m\u00f4 h\u00ecnh CRM hi\u1ec7u qu\u1ea3. \u0110\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n mi\u1ec5n ph\u00ed v\u00e0 tr\u1ea3i nghi\u1ec7m demo ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd b\u00e1n h\u00e0ng 1Office, vui l\u00f2ng li\u00ean h\u1ec7 v\u1edbi ch\u00fang t\u00f4i theo th\u00f4ng tin b\u00ean d\u01b0\u1edbi.<\/p>\n<p><strong>M\u1ecdi th\u00f4ng tin chi ti\u1ebft xin vui l\u00f2ng xem t\u1ea1i:<\/strong><\/p>\n<ul>\n<li aria-level=\"1\"><strong>Hotline: 083 483 8888<\/strong><\/li>\n<li aria-level=\"1\"><strong>Fanpage:<a href=\"https:\/\/www.facebook.com\/1officevn\/\">\u00a0https:\/\/www.facebook.com\/1officevn\/<\/a><\/strong><\/li>\n<li aria-level=\"1\"><strong>Youtube:\u00a0<a href=\"https:\/\/www.youtube.com\/channel\/UCeTIRNqxaTwk0_kcTw6SxmA\">\u00a0https:\/\/www.youtube.com\/channel\/UCeTIRNqxaTwk0_kcTw6SxmA<\/a><\/strong><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Hi\u1ec7n nay, vi\u1ec7c \u00e1p d\u1ee5ng v\u00e0 tri\u1ec3n khai m\u00f4 h\u00ecnh CRM \u0111\u00e3 tr\u1edf th\u00e0nh \u0111i\u1ec1u ki\u1ec7n thi\u1ebft y\u1ebfu quy\u1ebft \u0111\u1ecbnh \u0111\u1ebfn hi\u1ec7u qu\u1ea3 qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. M\u00f4 h\u00ecnh CRM l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u1ee7a m\u1ecdi ho\u1ea1t \u0111\u1ed9ng trong doanh nghi\u1ec7p, gi\u00fap x\u00e2y d\u1ef1ng, c\u1ee7ng c\u1ed1 v\u00e0 duy [&hellip;]<\/p>\n","protected":false},"author":39,"featured_media":31434,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[585,582,85],"tags":[],"class_list":["post-31433","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ban-hang-tai-chinh","category-blog","category-kien-thuc-quan-tri"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>TOP 6 M\u00f4 h\u00ecnh CRM hi\u1ec7u qu\u1ea3 gi\u00fap n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/title>\n<meta name=\"description\" content=\"M\u00f4 h\u00ecnh CRM h\u01b0\u1edbng \u0111\u1ebfn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. 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