{"id":15009,"date":"2018-11-14T08:01:55","date_gmt":"2018-11-14T08:01:55","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=2862"},"modified":"2018-11-14T08:01:55","modified_gmt":"2018-11-14T08:01:55","slug":"su-dung-phan-hoi-khach-hang-hieu-qua-co-y-nghia-gi","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/su-dung-phan-hoi-khach-hang-hieu-qua-co-y-nghia-gi\/","title":{"rendered":"S\u1eed D\u1ee5ng Ph\u1ea3n H\u1ed3i Kh\u00e1ch H\u00e0ng Hi\u1ec7u Qu\u1ea3 C\u00f3 \u00dd Ngh\u0129a G\u00ec Trong Vi\u1ec7c Ch\u0103m S\u00f3c Kh\u00e1ch H\u00e0ng V\u00e0 \u0110\u1ecbnh V\u1ecb Th\u01b0\u01a1ng Hi\u1ec7u?"},"content":{"rendered":"

L\u00e0m sao \u0111\u1ec3 Amazon t\u1eeb m\u1ed9t trang th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed \u0111\u01b0\u1ee3c th\u00e0nh l\u1eadp t\u1eeb n\u0103m 1995 b\u1edfi Jeff Bezos tr\u1edf th\u00e0nh \u0111\u1ebf ch\u1ebf h\u00f9ng m\u1ea1nh nh\u01b0 hi\u1ec7n nay v\u1edbi th\u1ecb tr\u01b0\u1eddng \u01b0\u1edbc t\u00ednh l\u00ean t\u1edbi 700 t\u1ef7 \u0111\u00f4 la? C\u00f3 r\u1ea5t nhi\u1ec1u y\u1ebfu t\u1ed1, song \u0111i\u1ec3m chung c\u1ee7a c\u00e1c \u0111\u1ebf ch\u1ebf h\u00f9ng m\u1ea1nh nh\u01b0 Amazon l\u00e0 kh\u1ea3 n\u0103ng n\u1eafm b\u1eaft insight kh\u00e1ch h\u00e0ng r\u1ea5t ch\u00ednh x\u00e1c. Ch\u00ednh v\u00ec th\u1ebf, c\u00e1c h\u00e3ng n\u00e0y lu\u00f4n \u0111\u01b0a ra c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 kh\u00f4ng nh\u1eefng \u0111\u00e1p \u1ee9ng nhu c\u1ea7u m\u00e0 c\u00f2n l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, kh\u00f4ng c\u00f3 c\u00e1ch g\u00ec kh\u00e1c ngo\u00e0i vi\u1ec7c c\u00e1c doanh nghi\u1ec7p c\u1ea7n t\u1eadn d\u1ee5ng ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3.<\/span><\/p>\n

\"h\u1ec7<\/p>\n

C\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t v\u00e0 thu th\u1eadp ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc v\u00e0 sau khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u00f3 \u00fd ngh\u0129a r\u1ea5t l\u1edbn v\u1edbi doanh nghi\u1ec7p. Khi c\u00f3 c\u00e0ng nhi\u1ec1u d\u1eef li\u1ec7u ph\u1ea3n h\u1ed3i \u1edf c\u00e1c kh\u00eda c\u1ea1nh kh\u00e1c nhau, doanh nghi\u1ec7p s\u1ebd h\u00ecnh dung \u0111\u01b0\u1ee3c r\u00f5 n\u00e9t nhu c\u1ea7u, s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u00e1p \u1ee9ng v\u00e0 h\u00e0i l\u00f2ng h\u1ecd m\u1ed9t c\u00e1ch t\u1ed1t nh\u1ea5t, \u0111\u1ed3ng th\u1eddi qua \u0111\u00f3 bi\u1ebft \u0111\u01b0\u1ee3c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n \u0111ang th\u1ef1c s\u1ef1 \u1edf v\u1ecb tr\u00ed nh\u01b0 th\u1ebf n\u00e0o trong m\u1eaft kh\u00e1ch h\u00e0ng. V\u1eady s\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng c\u00f3 \u00fd ngh\u0129a g\u00ec trong ho\u1ea1t \u0111\u1ed9ng kinh doanh c\u1ee7a doanh nghi\u1ec7p?<\/span><\/p>\n

H\u1ed7 tr\u1ee3 t\u00edch c\u1ef1c ho\u1ea1t \u0111\u1ed9ng Qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng CRM<\/b><\/h2>\n

Khi \u0111\u00e3 c\u00f3 trong tay ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p ph\u1ea3i c\u00f3 m\u1ed9t n\u1ec1n t\u1ea3ng t\u1eadp trung \u0111\u1ec3 thu th\u1eadp v\u00e0 qu\u1ea3n tr\u1ecb ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng<\/a>. N\u1ebfu kh\u00f4ng, doanh nghi\u1ec7p s\u1ebd kh\u00f4ng th\u1ec3 s\u1eed d\u1ee5ng th\u00f4ng tin ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3. \u0110\u00e2y l\u00e0 n\u1ec1n t\u1ea3ng quan tr\u1ecdng gi\u00fap Qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng \u2013 CRM (Customer Relationship Management) c\u00f3 th\u1ec3 ho\u1ea1t \u0111\u1ed9ng. CRM gi\u00fap doanh nghi\u1ec7p theo d\u00f5i nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng \u0111ang l\u00e0m \u0111\u1ed3ng th\u1eddi x\u00e1c \u0111\u1ecbnh xu h\u01b0\u1edbng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u01b0a ra c\u00e1c ph\u01b0\u01a1ng th\u1ee9c kinh doanh ph\u00f9 h\u1ee3p.<\/span><\/p>\n

H\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng chuy\u00ean nghi\u1ec7p, hi\u1ec7u qu\u1ea3 s\u1ebd t\u1ef1 \u0111\u1ed9ng th\u00f4ng b\u00e1o cho t\u1ea5t c\u1ea3 nh\u00e2n vi\u00ean v\u1ec1 nh\u1eefng g\u00ec \u0111ang x\u1ea3y ra v\u1edbi kh\u00e1ch h\u00e0ng t\u1ea1i b\u1ea5t k\u1ef3 th\u1eddi \u0111i\u1ec3m n\u00e0o \u0111\u1ec3 c\u00e1c b\u1ed9 ph\u1eadn c\u00f3 th\u1ec3 ph\u1ed1i h\u1ee3p l\u00e0m vi\u1ec7c c\u00f9ng nhau gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 m\u1ed9t c\u00e1ch nhanh ch\u00f3ng, chuy\u00ean nghi\u1ec7p nh\u1ea5t. Song song v\u1edbi \u0111\u00f3, nh\u1eefng ph\u1ea3n h\u1ed3i n\u00e0y ph\u1ea3i \u0111\u01b0\u1ee3c ph\u00e2n b\u1ed5 h\u1ee3p l\u00fd v\u1ec1 c\u00e1c b\u1ed9 ph\u1eadn ch\u1ecbu tr\u00e1ch nhi\u1ec7m nh\u1eb1m gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 nhanh ch\u00f3ng nh\u1ea5t cho kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

H\u1ec7 th\u1ed1ng ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng t\u00edch h\u1ee3p v\u1edbi c\u00e1c \u1ee9ng d\u1ee5ng v\u00e0 c\u00f4ng c\u1ee5 kh\u00e1c nhau nh\u01b0 kiosk, tablet, \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng… s\u1ebd gi\u00fap doanh nghi\u1ec7p thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch to\u00e0n di\u1ec7n, hi\u1ec7u qu\u1ea3, d\u1ec5 d\u00e0ng v\u1edbi chi ph\u00ed ti\u1ebft ki\u1ec7m nh\u1ea5t. D\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 ch\u00ednh x\u00e1c hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u1ec7c c\u1ee7a nh\u00e2n vi\u00ean, \u0111\u1ed3ng th\u1eddi \u0111\u01b0a ra c\u00e1c \u0111i\u1ec1u ch\u1ec9nh ph\u00f9 h\u1ee3p nh\u1eb1m c\u1ea3i thi\u1ec7n, n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, h\u1ed7 tr\u1ee3 t\u00edch c\u1ef1c cho ho\u1ea1t \u0111\u1ed9ng CRM.<\/span><\/p>\n

\u0110\u1ecbnh v\u1ecb th\u01b0\u01a1ng hi\u1ec7u v\u1eefng ch\u1eafc trong l\u00f2ng kh\u00e1ch h\u00e0ng <\/b><\/h2>\n

Chi ph\u00ed trung b\u00ecnh \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng m\u1edbi s\u1ebd cao h\u01a1n t\u1eeb 6 \u0111\u1ebfn 7 l\u1ea7n so v\u1edbi vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i. Khi kh\u00e1ch h\u00e0ng th\u1ea5t v\u1ecdng v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 hi\u1ec7n \u0111ang s\u1eed d\u1ee5ng, h\u1ecd c\u00f3 th\u1ec3 ng\u1eebng giao d\u1ecbch v\u1edbi b\u1ea1n v\u00e0 chuy\u1ec3n sang d\u1ecbch v\u1ee5 c\u1ee7a \u0111\u1ed1i th\u1ee7. V\u00ec th\u1ebf, \u0111\u1ec3 kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, doanh nghi\u1ec7p c\u1ea7n x\u1eed l\u00fd ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng & k\u1ecbp th\u1eddi. Khi \u0111\u00f3, doanh nghi\u1ec7p s\u1ebd \u0111i\u1ec1u ch\u1ec9nh ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 \u0111\u00fang l\u00fac \u2013 \u0111\u00fang ch\u1ed7, l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng, gia t\u0103ng l\u1ee3i th\u1ebf c\u1ea1nh tranh tr\u01b0\u1edbc \u0111\u1ed1i th\u1ee7.<\/span><\/p>\n

X\u1eed l\u00fd ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng th\u00f4ng minh l\u00e0 \u0111\u00e1p \u1ee9ng m\u1ecdi mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng. N\u1ebfu ph\u1ea3n h\u1ed3i cho th\u1ea5y kh\u00e1ch h\u00e0ng th\u1ea5t v\u1ecdng v\u1edbi th\u1eddi gian ch\u1edd, h\u00e3y c\u1ea3i thi\u1ec7n \u0111i\u1ec1u \u0111\u00f3 b\u1eb1ng gi\u1ea3i ph\u00e1p \u0111\u1eb7t ch\u1ed7 tr\u1ef1c tuy\u1ebfn, h\u1ec7 th\u1ed1ng x\u1ebfp h\u00e0ng t\u1ef1 \u0111\u1ed9ng<\/a>. N\u1ebfu kh\u00e1ch h\u00e0ng mu\u1ed1n \u0111\u01b0\u1ee3c doanh nghi\u1ec7p quan t\u00e2m ph\u1ee5c v\u1ee5 t\u1ed1t h\u01a1n \u0111\u1ed3ng th\u1eddi \u0111\u01b0\u1ee3c l\u1eafng nghe \u00fd ki\u1ebfn ph\u1ea3n h\u1ed3i<\/a>, h\u00e3y trang b\u1ecb h\u1ec7 th\u1ed1ng nh\u1eadn di\u1ec7n kh\u00e1ch h\u00e0ng, ph\u1ea3n h\u1ed3i kh\u00e1c h\u00e0ng… T\u1ea5t c\u1ea3 nh\u1eefng n\u1ed7 l\u1ef1c \u0111\u00f3 c\u1ee7a doanh nghi\u1ec7p ph\u1ea3i nh\u1eb1m \u0111\u00e1p \u1ee9ng m\u1ed9t m\u1ee5c ti\u00eau cao nh\u1ea5t l\u00e0 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng. <\/span><\/p>\n

M\u1ed9t khi \u0111\u00e3 h\u00e0i l\u00f2ng v\u1ec1 tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p, kh\u00e1ch h\u00e0ng kh\u00f4ng nh\u1eefng s\u1ebd ti\u1ebfp t\u1ee5c quay l\u1ea1i m\u00e0 c\u00f2n gi\u1edbi thi\u1ec7u cho ng\u01b0\u1eddi th\u00e2n, b\u1ea1n b\u00e8 v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. N\u1ebfu x\u1eed l\u00fd ph\u1ea3n h\u1ed3i t\u1ed1t, doanh nghi\u1ec7p s\u1ebd \u0111\u1ea1t \u0111\u01b0\u1ee3c hi\u1ec7u \u1ee9ng truy\u1ec1n mi\u1ec7ng t\u1eeb ch\u00ednh nh\u1eefng kh\u00e1ch h\u00e0ng \u0111ang s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh, truy\u1ec1n th\u00f4ng t\u00edch c\u1ef1c \u0111\u01b0\u1ee3c lan r\u1ed9ng v\u00e0 t\u0103ng l\u00ean theo c\u1ea5p s\u1ed1 nh\u00e2n c\u00e0ng c\u1ee7ng c\u1ed1 th\u00eam \u0111\u1ecbnh v\u1ecb th\u01b0\u01a1ng hi\u1ec7u trong l\u00f2ng kh\u00e1ch h\u00e0ng. <\/span><\/p>\n

Th\u01b0\u01a1ng tr\u01b0\u1eddng nh\u01b0 chi\u1ebfn tr\u01b0\u1eddng. \u0110\u1ec3 tr\u1ee5 v\u1eefng v\u00e0 t\u1ea1o l\u1ee3i th\u1ebf c\u1ea1nh tranh trong th\u1ecb tr\u01b0\u1eddng hi\u1ec7n nay, doanh nghi\u1ec7p c\u1ea7n t\u1ea1o n\u00ean s\u1ef1 kh\u00e1c bi\u1ec7t v\u01b0\u1ee3t tr\u1ed9i m\u00e0 m\u1ed9t trong m\u1ed9t trong s\u1ed1 \u0111\u00f3 \u0111\u1ebfn t\u1eeb vi\u1ec7c \u0111\u1ea3m b\u1ea3o mang \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t (c\u00f3 th\u1ec3) cho kh\u00e1ch h\u00e0ng. \u0110\u1ec3 th\u1ef1c hi\u1ec7n \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3, doanh nghi\u1ec7p c\u1ea7n t\u1eadn d\u1ee5ng t\u1ed1i \u0111a t\u00e1c d\u1ee5ng c\u1ee7a ngu\u1ed3n d\u1eef li\u1ec7u ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng \u2013 \u0111\u00f3 l\u00e0 t\u00e0i s\u1ea3n v\u00f4 h\u00ecnh m\u00e0 doanh nghi\u1ec7p c\u1ea7n \u0111\u00e1nh gi\u00e1 v\u00e0 nh\u00ecn nh\u1eadn \u0111\u00fang m\u1ee9c.<\/span><\/p>\n

Xem th\u00eam b\u00e0i vi\u1ebft: Gi\u1ea3i ph\u00e1p n\u00e0o cho h\u00e0nh ch\u00ednh c\u00f4ng Vi\u1ec7t Nam<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

L\u00e0m sao \u0111\u1ec3 Amazon t\u1eeb m\u1ed9t trang th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed \u0111\u01b0\u1ee3c th\u00e0nh l\u1eadp t\u1eeb n\u0103m 1995 b\u1edfi Jeff Bezos tr\u1edf th\u00e0nh \u0111\u1ebf ch\u1ebf h\u00f9ng m\u1ea1nh nh\u01b0 hi\u1ec7n nay v\u1edbi th\u1ecb tr\u01b0\u1eddng \u01b0\u1edbc t\u00ednh l\u00ean t\u1edbi 700 t\u1ef7 \u0111\u00f4 la? C\u00f3 r\u1ea5t nhi\u1ec1u y\u1ebfu t\u1ed1, song \u0111i\u1ec3m chung c\u1ee7a c\u00e1c \u0111\u1ebf ch\u1ebf h\u00f9ng m\u1ea1nh nh\u01b0 […]\n","protected":false},"author":1,"featured_media":13008,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[167],"tags":[205],"class_list":["post-15009","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-he-thong-khao-sat-va-phan-hoi","tag-khao-sat-va-phan-hoi"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2018\/11\/he-thong-phan-hoi-khach-hang-1-scaled-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/15009"}],"collection":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/comments?post=15009"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/15009\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/13008"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=15009"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=15009"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=15009"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}