{"id":8742,"date":"2021-03-21T06:42:59","date_gmt":"2021-03-21T06:42:59","guid":{"rendered":"https:\/\/miraway-cetm.com\/?p=5176"},"modified":"2021-03-21T06:42:59","modified_gmt":"2021-03-21T06:42:59","slug":"customer-churn-la-gi-lam-sao-de-cai-thien-customer-churn","status":"publish","type":"post","link":"https:\/\/miraway.vn\/blog\/customer-churn-la-gi-lam-sao-de-cai-thien-customer-churn\/","title":{"rendered":"Customer Churn L\u00e0 G\u00ec? L\u00e0m Sao \u0110\u1ec3 C\u1ea3i Thi\u1ec7n Customer Churn?"},"content":{"rendered":"

Trong th\u1eddi k\u1ef3 c\u00f4ng nghi\u1ec7p 4.0 ph\u00e1t tri\u1ec3n m\u1ea1nh m\u1ebd nh\u01b0 hi\u1ec7n nay, kh\u00e1ch h\u00e0ng c\u00e0ng c\u00f3 nhi\u1ec1u s\u1ef1 l\u1ef1a ch\u1ecdn h\u01a1n bao gi\u1edd h\u1ebft. Chi ph\u00ed \u0111\u1ec3 t\u1ea1o ra m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi th\u01b0\u1eddng t\u1ed1n 5-7 l\u1ea7n so v\u1edbi chi ph\u00ed duy tr\u00ec kh\u00e1ch h\u00e0ng c\u0169. V\u00ec v\u1eady t\u1eadp trung v\u00e0o vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng s\u1ebd mang l\u1ea1i nhi\u1ec1u l\u1ee3i nhu\u1eadn h\u01a1n l\u00e0 vi\u1ec7c chi ti\u1ec1n cho c\u00e1c chi\u1ebfn d\u1ecbch thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi.<\/p>\n

\u0110\u00f3 l\u00e0 l\u00fd do v\u00ec sao t\u1ef7 l\u1ec7 churn r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p, n\u00f3 \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn l\u1ee3i nhu\u1eadn l\u00e2u d\u00e0i c\u1ee7a c\u00f4ng ty.<\/p>\n

\"customer<\/p>\n

Customer Churn l\u00e0 g\u00ec?<\/strong><\/span><\/h2>\n

Customer Churn – t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf th\u01b0\u01a1ng hi\u1ec7u \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng \u0111\u00e3 ng\u01b0ng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh.<\/p>\n

T\u1ef7 l\u1ec7 churn \u0111\u01b0\u1ee3c t\u00ednh b\u1eb1ng c\u00e1ch chia s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng b\u1ea1n \u0111\u00e3 m\u1ea5t trong kho\u1ea3ng th\u1eddi gian c\u1ee5 th\u1ec3 cho s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng doanh nghi\u1ec7p c\u00f3 v\u00e0o \u0111\u1ea7u kho\u1ea3ng th\u1eddi gian \u0111\u00f3.<\/p>\n

L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 churn?<\/strong><\/span><\/h2>\n

\u0110i\u1ec1u tra l\u00fd do t\u1ea1i sao kh\u00e1ch h\u00e0ng l\u1ea1i t\u1eeb b\u1ecf th\u01b0\u01a1ng hi\u1ec7u.<\/strong><\/span><\/h3>\n

Hi\u1ec3u \u0111\u01b0\u1ee3c v\u00ec sao kh\u00e1ch h\u00e0ng l\u1ea1i ng\u1eebng d\u1ecbch v\u1ee5 l\u00e0 m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 gi\u1ea3m t\u1ef7 l\u1ec7 churn. Ch\u1ec9 khi hi\u1ec3u \u0111\u01b0\u1ee3c l\u00fd do v\u00ec sao kh\u00e1ch h\u00e0ng r\u1eddi \u0111i, b\u1ea1n m\u1edbi th\u1ef1c s\u1ef1 bi\u1ebft c\u00e1ch \u0111\u1ec3 khi\u1ebfn ng\u01b0\u1eddi ta quay l\u1ea1i. B\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng kh\u1ea3o s\u00e1t & ph\u1ea3n h\u1ed3i<\/a> t\u00edch h\u1ee3p \u0111a k\u00eanh, b\u1ea1n c\u00f3 th\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng \u0111ang ngh\u0129 g\u00ec v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty. T\u1eeb nh\u1eefng d\u1eef li\u1ec7u thu th\u1eadp \u0111\u01b0\u1ee3c b\u1ea1n c\u00f3 th\u1ec3 ph\u00e2n t\u00edch nguy\u00ean nh\u00e2n th\u1ef1c s\u1ef1 khi\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf th\u01b0\u01a1ng hi\u1ec7u v\u00e0 \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c thay \u0111\u1ed5i k\u1ecbp th\u1eddi.<\/p>\n

D\u1ef1 \u0111o\u00e1n tr\u01b0\u1edbc nh\u1eefng v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 g\u1eb7p ph\u1ea3i.<\/strong><\/span><\/h2>\n

Theo d\u00f5i c\u00e1c ho\u1ea1t \u0111\u1ed9ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh tr\u01b0\u1edbc nh\u1eefng v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 g\u1eb7p ph\u1ea3i trong qu\u00e1 tr\u00ecnh ti\u1ebfp x\u00fac v\u1edbi doanh nghi\u1ec7p. Sau \u0111\u00f3 h\u00e3y gi\u1ea3i quy\u1ebft nh\u1eefng d\u1ea5u hi\u1ec7u n\u00e0y ngay khi b\u1ea1n nh\u1eadn th\u1ea5y v\u1ea5n \u0111\u1ec1 \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n s\u1ebd kh\u00f4ng c\u00f2n g\u1eb7p l\u1ea1i tr\u01b0\u1eddng h\u1ee3p nh\u01b0 v\u1eady trong t\u01b0\u01a1ng lai.<\/p>\n

Ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u0103ng k\u00fd h\u00e0ng n\u0103m.<\/strong><\/span><\/h3>\n

C\u00e1c doanh nghi\u1ec7p c\u00f3 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u0111\u0103ng k\u00fd d\u1ecbch v\u1ee5 theo n\u0103m th\u01b0\u1eddng c\u00f3 t\u1ef7 l\u1ec7 churn \u00edt h\u01a1n 40-60%. Quy\u1ebft \u0111\u1ecbnh \u0111\u0103ng k\u00fd s\u1eed d\u1ee5ng m\u1ed9t n\u0103m r\u1ea5t quan tr\u1ecdng v\u1edbi kh\u00e1ch h\u00e0ng, vi\u1ec7c n\u00e0y ph\u1ea3n \u00e1nh kh\u00e1ch h\u00e0ng \u0111\u00e3 suy ngh\u0129 k\u1ef9 c\u00e0ng v\u00e0 c\u00f3 k\u1ebf ho\u1ea1ch s\u1eed d\u1ee5ng l\u00e2u d\u00e0i. Nh\u1eefng kh\u00e1ch h\u00e0ng n\u00e0y th\u01b0\u1eddng mong mu\u1ed1n t\u1eadn d\u1ee5ng t\u1ed1i \u0111a vi\u1ec7c mua h\u00e0ng c\u1ee7a h\u1ecd. Nh\u1eefng ng\u01b0\u1eddi \u0111\u0103ng k\u00fd h\u00e0ng n\u0103m th\u01b0\u1eddng \u00edt c\u00f3 kh\u1ea3 n\u0103ng t\u1eeb b\u1ecf s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 \u1edf ngay giai \u0111o\u1ea1n \u0111\u1ea7u, h\u1ecd s\u1ebd n\u1ed7 l\u1ef1c nhi\u1ec1u h\u01a1n \u0111\u1ec3 kh\u00e1m ph\u00e1 gi\u00e1 tr\u1ecb m\u00e0 s\u1ea3n ph\u1ea9m \u0111\u00f3 mang l\u1ea1i cho h\u1ecd. \u0110\u00e2y l\u00e0 m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t \u0111\u1eb1ng sau vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/p>\n

C\u1ed1 g\u1eafng gi\u00e0nh l\u1ea1i kh\u00e1ch h\u00e0ng.<\/strong><\/span><\/h2>\n

B\u1ea1n l\u00e0m g\u00ec sau khi \u0111\u1ec3 m\u1ea5t kh\u00e1ch h\u00e0ng? Nhi\u1ec1u doanh nghi\u1ec7p ngay l\u1eadp t\u1ee9c nh\u01b0\u1ee3ng b\u1ed9 m\u00e0 kh\u00f4ng c\u1ea7n \u0111\u1ea5u tranh \u0111\u1ec3 gi\u00e0nh l\u1ea1i kh\u00e1ch h\u00e0ng \u0111\u00e3 m\u1ea5t. \u0110\u00e2y l\u00e0 m\u1ed9t h\u00e0nh \u0111\u1ed9ng kh\u00f4ng kh\u00f4n ngoan, n\u1ebfu b\u1ea1n c\u1ee9 \u0111\u1ec3 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i m\u00e0 kh\u00f4ng c\u00f3 m\u1ed9t h\u00e0nh \u0111\u1ed9ng n\u00e0o th\u00ec v\u1ec1 l\u00e2u d\u00e0i c\u00f3 th\u1ec3 nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u1ee7a doanh nghi\u1ec7p c\u0169ng s\u1ebd r\u1eddi b\u1ecf th\u01b0\u01a1ng hi\u1ec7u. H\u00e3y t\u00ecm hi\u1ec3u ngay l\u00fd do kh\u00e1ch h\u00e0ng r\u1eddi \u0111i v\u00e0 \u0111\u01b0a ra c\u00e1c gi\u1ea3i ph\u00e1p kh\u1eafc ph\u1ee5c \u0111\u1ec3 gi\u00e0nh l\u1ea1i h\u1ecd.<\/p>\n

Cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n th\u1ea5y h\u1ecd \u0111\u01b0\u1ee3c doanh nghi\u1ec7p quan t\u00e2m nh\u01b0 th\u1ebf n\u00e0o?<\/strong><\/span><\/h2>\n

B\u1ea5t k\u1ef3 kh\u00e1ch h\u00e0ng n\u00e0o c\u0169ng mu\u1ed1n nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 quan t\u00e2m c\u1ee7a doanh nghi\u1ec7p sau khi h\u1ecd \u0111\u00e3 mua h\u00e0ng ho\u1eb7c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. V\u00ec v\u1eady thay v\u00ec \u0111\u1ee3i kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 l\u1ea1i, b\u1ea1n h\u00e3y th\u1eed ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch ch\u1ee7 \u0111\u1ed9ng h\u01a1n. Trao \u0111\u1ed5i v\u1edbi h\u1ecd t\u1ea5t c\u1ea3 c\u00e1c \u0111\u1eb7c quy\u1ec1n m\u00e0 b\u1ea1n c\u00f3 th\u1ec3 cung c\u1ea5p v\u00e0 cho h\u1ecd th\u1ea5y b\u1ea1n quan t\u00e2m \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd nh\u01b0 th\u1ebf n\u00e0o?<\/p>\n

Li\u00ean t\u1ee5c c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m \/ d\u1ecbch v\u1ee5.<\/strong><\/span><\/h3>\n

Sau t\u1ea5t c\u1ea3, ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u1eabn l\u00e0 y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i gi\u00fap doanh nghi\u1ec7p t\u0103ng tr\u01b0\u1edfng b\u1ec1n v\u1eefng v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng trung th\u00e0nh. B\u1eb1ng vi\u1ec7c kh\u1ea3o s\u00e1t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean, nghi\u00ean c\u1ee9u v\u1ec1 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111ang thay \u0111\u1ed5i v\u00e0 ph\u00e1t tri\u1ec3n nh\u01b0 th\u1ebf n\u00e0o \u0111\u1ec3 \u0111\u01b0a ra chi\u1ebfn l\u01b0\u1ee3c ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p nh\u1ea5t.<\/p>\n

Xem th\u00eam b\u00e0i vi\u1ebft: C\u00e1c xu h\u01b0\u1edbng ng\u00e2n h\u00e0ng trong n\u0103m 2021 \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u00f4 h\u00ecnh ng\u00e2n h\u00e0ng s\u1ed1.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Trong th\u1eddi k\u1ef3 c\u00f4ng nghi\u1ec7p 4.0 ph\u00e1t tri\u1ec3n m\u1ea1nh m\u1ebd nh\u01b0 hi\u1ec7n nay, kh\u00e1ch h\u00e0ng c\u00e0ng c\u00f3 nhi\u1ec1u s\u1ef1 l\u1ef1a ch\u1ecdn h\u01a1n bao gi\u1edd h\u1ebft. Chi ph\u00ed \u0111\u1ec3 t\u1ea1o ra m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi th\u01b0\u1eddng t\u1ed1n 5-7 l\u1ea7n so v\u1edbi chi ph\u00ed duy tr\u00ec kh\u00e1ch h\u00e0ng c\u0169. V\u00ec v\u1eady t\u1eadp trung v\u00e0o vi\u1ec7c x\u00e2y d\u1ef1ng […]\n","protected":false},"author":1,"featured_media":5182,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rank_math_lock_modified_date":false,"footnotes":""},"categories":[161],"tags":[186],"class_list":["post-8742","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tin-tuc","tag-customer-churn"],"featured_image_url":"https:\/\/miraway.vn\/blog\/wp-content\/uploads\/2021\/03\/customer-churn-1-1.png","_links":{"self":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/8742"}],"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=8742"}],"version-history":[{"count":0,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/posts\/8742\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media\/5182"}],"wp:attachment":[{"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/media?parent=8742"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/categories?post=8742"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/miraway.vn\/blog\/wp-json\/wp\/v2\/tags?post=8742"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}