{"id":4197,"date":"2020-03-26T03:14:27","date_gmt":"2020-03-26T03:14:27","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=4197"},"modified":"2020-03-26T03:14:27","modified_gmt":"2020-03-26T03:14:27","slug":"5-goi-y-giup-cai-thien-trai-nghiem-khach-hang-b2b","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/5-goi-y-giup-cai-thien-trai-nghiem-khach-hang-b2b\/","title":{"rendered":"5 G\u1ee3i \u00dd Gi\u00fap C\u1ea3i Thi\u1ec7n Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng B2B"},"content":{"rendered":"

Nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y \u0111\u00e3 ch\u1ee9ng ki\u1ebfn s\u1ef1 ph\u00e1t tri\u1ec3n v\u01b0\u1ee3t b\u1eadc c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn doanh thu. Tuy nhi\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a nh\u1eefng doanh nghi\u1ec7p B2B v\u1eabn ch\u1eadm h\u01a1n so v\u1edbi nh\u1eefng doanh nghi\u1ec7p B2C.<\/p>\n

M\u1ed9t b\u00e1o c\u00e1o n\u0103m 2020 c\u1ee7a Adobe cho th\u1ea5y c\u00e1c c\u00f4ng ty (c\u1ea3 B2B v\u00e0 B2C) d\u1eabn \u0111\u1ea7u v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a> c\u00f3 kh\u1ea3 n\u0103ng ho\u00e0n th\u00e0nh g\u1ea5p 3 l\u1ea7n m\u1ee5c ti\u00eau kinh doanh so v\u1edbi n\u0103m 2019 c\u1ee7a h\u1ecd. Nh\u01b0ng theo McKinsey & Company, trong khi c\u00e1c c\u00f4ng ty B2C c\u00f3 ch\u1ec9 s\u1ed1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ea1t t\u1eeb 65% – 85% th\u00ec c\u00e1c c\u00f4ng ty B2B l\u1ea1i \u0111\u1ea1t trung b\u00ecnh d\u01b0\u1edbi 50%.<\/p>\n

\"tr\u1ea3i<\/p>\n

Nh\u1eefng kh\u00e1ch h\u00e0ng c\u1ee7a B2B l\u00e0 doanh nghi\u1ec7p n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u00f2i h\u1ecfi kh\u1eaft khe v\u00e0 c\u00f3 nhi\u1ec1u ti\u00eau chu\u1ea9n ri\u00eang h\u01a1n so v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a B2C. V\u1eady l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m cho nh\u1eefng kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p B2B?<\/p>\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 g\u1ee3i \u00fd gi\u00fap c\u00e1c doanh nghi\u1ec7p B2B n\u00e2ng cao tr\u1ea3i nghi\u1ec7m cho kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd.<\/p>\n

1. Ph\u1ea3n h\u1ed3i & gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 m\u1ed9t c\u00e1ch nhanh ch\u00f3ng.<\/strong><\/span><\/h2>\n

Trong th\u1eddi \u0111\u1ea1i c\u00f4ng ngh\u1ec7 ph\u00e1t tri\u1ec3n, con ng\u01b0\u1eddi \u0111\u00e3 quen v\u1edbi vi\u1ec7c nh\u1eadn \u0111\u01b0\u1ee3c m\u1ecdi th\u1ee9 nhanh h\u01a1n t\u1eeb vi\u1ec7c nh\u1eadn h\u00e0ng \u0111\u1ebfn tr\u1ea3 l\u1eddi ph\u1ea3n h\u1ed3i… V\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p B2B c\u0169ng kh\u00f4ng ph\u1ea3i l\u00e0 ngo\u1ea1i l\u1ec7.<\/p>\n

Cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ef1 ph\u1ee5c v\u1ee5 24\/7 cho ph\u00e9p kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng truy c\u1eadp v\u00e0o nh\u1eefng g\u00ec h\u1ecd c\u1ea7n. H\u01a1n 60% kh\u00e1ch h\u00e0ng c\u1ee7a B2B th\u00edch t\u1ef1 th\u1ef1c hi\u1ec7n c\u00e1c d\u1ecbch v\u1ee5 nh\u01b0 truy c\u1eadp th\u00f4ng tin s\u1ea3n ph\u1ea9m h\u00e0ng t\u1ed3n, chi ti\u1ebft giao h\u00e0ng….<\/p>\n

\u0110\u00e1p \u1ee9ng k\u1ecbp th\u1eddi, giao h\u00e0ng v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 nhanh ch\u00f3ng \u0111\u00e3 tr\u1edf th\u00e0nh ti\u00eau chu\u1ea9n c\u1ee7a r\u1ea5t nhi\u1ec1u doanh nghi\u1ec7p. Nh\u1eefng doanh nghi\u1ec7p B2B c\u00f3 kh\u1ea3 n\u0103ng \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng nhanh h\u01a1n \u0111\u1ed1i th\u1ee7 s\u1ebd mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i h\u01a1n.<\/p>\n

2. T\u1ea1o ra tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch, nh\u1ea5t qu\u00e1n.<\/strong><\/span><\/h2>\n

Qu\u00e1 tr\u00ecnh mua h\u00e0ng c\u1ee7a c\u00e1c kh\u00e1ch h\u00e0ng B2B th\u01b0\u1eddng c\u00f3 s\u1ef1 tham gia c\u1ee7a m\u1ed9t s\u1ed1 ng\u01b0\u1eddi mua \u1edf t\u1eebng giai \u0111o\u1ea1n kh\u00e1c nhau. V\u00ec v\u1eady s\u1ef1 li\u00ean m\u1ea1ch, nh\u1ea5t qu\u00e1n l\u00e0 tr\u1ecdng t\u00e2m \u0111\u1ec3 t\u1ea1o ra m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng B2B tuy\u1ec7t v\u1eddi. Trong h\u1ea7u h\u1ebft c\u00e1c tr\u01b0\u1eddng h\u1ee3p, t\u00ednh li\u1ec1n m\u1ea1ch \u0111\u1ed3ng ngh\u0129a v\u1edbi s\u1ef1 \u0111\u01a1n gi\u1ea3n, thu\u1eadn ti\u1ec7n.<\/p>\n

C\u1ea7n \u0111\u1ea3m b\u1ea3o c\u00e1c kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c nh\u1eefng th\u00f4ng \u0111i\u1ec7p gi\u1ed1ng nhau trong c\u1eeda h\u00e0ng, website, email…. Kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i tr\u1ea3i nghi\u1ec7m B2B li\u1ec1n m\u1ea1ch v\u00e0 nh\u1ea5t qu\u00e1n t\u1ea1i t\u1ea5t c\u1ea3 nh\u1eefng \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u1edbi doanh nghi\u1ec7p.<\/p>\n

3. Minh b\u1ea1ch th\u00f4ng tin.<\/strong><\/span><\/h2>\n

Minh b\u1ea1ch th\u00f4ng tin l\u00e0 ch\u00eca kh\u00f3a \u0111\u1ec3 t\u1ea1o d\u1ef1ng ni\u1ec1m tin gi\u1eefa c\u00f4ng ty v\u00e0 kh\u00e1ch h\u00e0ng. C\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 minh b\u1ea1ch th\u00f4ng tin b\u1eb1ng c\u00e1ch c\u00e1ch g\u1eedi b\u00e1o gi\u00e1, th\u00f4ng tin \u0111\u01a1n h\u00e0ng, thanh to\u00e1n v\u00e0 c\u00e1c \u0111i\u1ec1u kho\u1ea3n v\u1eadn chuy\u1ec3n ch\u00ednh x\u00e1c ngay t\u1eeb \u0111\u1ea7u, cho ph\u00e9p kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n truy c\u1eadp m\u1ee9c t\u1ed3n kho, tr\u1ea1ng th\u00e1i \u0111\u01a1n h\u00e0ng… theo th\u1eddi gian th\u1ef1c<\/p>\n

4. Li\u00ean t\u1ee5c \u0111o l\u01b0\u1eddng \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m.<\/span><\/strong><\/h2>\n

\u0110o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap doanh nghi\u1ec7p B2B hi\u1ec3u \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng \u0111ang ngh\u0129 g\u00ec v\u00e0 h\u1ecd \u0111ang g\u1eb7p ph\u1ea3i nh\u1eefng v\u1ea5n \u0111\u1ec1 g\u00ec. Theo CustomerGauge nh\u1eefng doanh nghi\u1ec7p B2B c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng trong v\u00f2ng 48h \u0111\u1ebfn 2 tu\u1ea7n c\u00f3 th\u1ec3 t\u0103ng \u00edt nh\u1ea5t 5.5% t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng mua l\u1ea1i. \u0110\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p kinh doanh con s\u1ed1 n\u00e0y l\u00e0 kh\u00f4ng h\u1ec1 nh\u1ecf.<\/p>\n

X\u1eed l\u00fd nhanh ch\u00f3ng, k\u1ecbp th\u1eddi l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng h\u00e0ng \u0111\u1ea7u \u0111\u1ec3 t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. V\u1edbi h\u1ec7 th\u1ed1ng ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng<\/a> \u0111a k\u00eanh c\u1ee7a Miraway, doanh nghi\u1ec7p c\u00f3 th\u1ec3 qu\u1ea3n l\u00fd, ki\u1ec3m so\u00e1t ph\u1ea3n h\u1ed3i tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh theo th\u1eddi gian th\u1ef1c v\u00e0 \u0111\u01b0a ra nh\u1eefng h\u00e0nh \u0111\u1ed9ng x\u1eed l\u00fd k\u1ecbp th\u1eddi.<\/p>\n

5. C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m.<\/strong><\/span><\/h2>\n

C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m l\u00e0 m\u1ed9t \u0111i\u1ec1u c\u1ea7n thi\u1ebft \u0111\u1ec3 t\u1ed3n t\u1ea1i v\u00e0 ph\u00e1t tri\u1ec3n trong th\u1eddi \u0111\u1ea1i m\u00e0 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c trao quy\u1ec1n nhi\u1ec1u h\u01a1n. V\u00e0 c\u00e1c kh\u00e1ch h\u00e0ng B2B c\u0169ng kh\u00f4ng ph\u1ea3i l\u00e0 ngo\u1ea1i l\u1ec7. Trong th\u1ecb tr\u01b0\u1eddng B2B c\u1ea1nh tranh, chu k\u1ef3 b\u00e1n h\u00e0ng k\u00e9o d\u00e0i h\u01a1n v\u00e0 th\u01b0\u1eddng ph\u1ea3i giao ti\u1ebfp nhi\u1ec1u n\u00ean vi\u1ec7c t\u1ea1o ra m\u1ed9t tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a s\u1ebd gi\u00fap b\u1ea1n v\u01b0\u01a1n l\u00ean gi\u00e0nh l\u1ee3i th\u1ebf so v\u1edbi \u0111\u1ed1i th\u1ee7.<\/p>\n

K\u1ebft lu\u1eadn.<\/strong><\/span><\/h2>\n

M\u1ed9t b\u00e0i vi\u1ebft c\u1ee7a Mathew Sweezey \u0111\u01b0\u1ee3c xu\u1ea5t b\u1ea3n tr\u00ean Convinnce & Convert \u0111\u00e3 ch\u1ec9 ra r\u1eb1ng 80% ng\u01b0\u1eddi mua B2B mong \u0111\u1ee3i c\u00f3 m\u1ed9t tr\u1ea3i nghi\u1ec7m mua h\u00e0ng gi\u1ed1ng v\u1edbi kh\u00e1ch h\u00e0ng B2C. Trong th\u1eddi \u0111\u1ea1i c\u00f4ng nghi\u1ec7p 4.0, s\u1ef1 kh\u00e1ch bi\u1ec7t gi\u1eefa tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng B2B v\u00e0 B2C \u0111ang tr\u1edf n\u00ean thu h\u1eb9p d\u1ea7n, v\u00ec kh\u00e1ch h\u00e0ng \u0111ang mong mu\u1ed1n c\u00f3 c\u00f9ng m\u1ed9t tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch trong t\u1ea5t c\u1ea3 m\u1ecdi l\u0129nh v\u1ef1c.<\/p>\n

\u0110\u1ec3 v\u01b0\u01a1n l\u00ean d\u1eabn d\u1ea7u trong cu\u1ed9c c\u1ea1nh tranh \u0111\u1ea7y kh\u1ed1c li\u1ec7t, c\u00e1c doanh nghi\u1ec7p B2B c\u1ea7n cung c\u1ea5p tr\u1ea3i nghi\u1ec7m \u0111a k\u00eanh \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a ph\u00f9 h\u1ee3p v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

Xem th\u00eam b\u00e0i vi\u1ebft: H\u1ec7 th\u1ed1ng \u0111\u1eb7t l\u1ecbch kh\u00e1m \u1edf b\u1ec7nh vi\u1ec7n.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Nh\u1eefng n\u0103m g\u1ea7n \u0111\u00e2y \u0111\u00e3 ch\u1ee9ng ki\u1ebfn s\u1ef1 ph\u00e1t tri\u1ec3n v\u01b0\u1ee3t b\u1eadc c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn doanh thu. Tuy nhi\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ee7a nh\u1eefng doanh nghi\u1ec7p B2B v\u1eabn ch\u1eadm h\u01a1n so v\u1edbi nh\u1eefng doanh nghi\u1ec7p B2C. M\u1ed9t b\u00e1o c\u00e1o n\u0103m 2020 […]\n","protected":false},"author":1,"featured_media":4203,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[11],"tags":[224,233,192],"class_list":["post-4197","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-trai-nghiem-khach-hang","tag-quan-ly-trai-nghiem-khach-hang","tag-trai-nghiem-khach-hang-b2b","tag-do-luong-trai-nghiem-khach-hang"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2020\/03\/trai-nghiem-khach-hang-b2b-1-1-1.jpg","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/4197"}],"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=4197"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/4197\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/4203"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=4197"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=4197"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=4197"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}