{"id":6895,"date":"2020-09-12T17:16:41","date_gmt":"2020-09-12T10:16:41","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=6895"},"modified":"2020-09-12T17:16:41","modified_gmt":"2020-09-12T10:16:41","slug":"ke-hoach-cham-soc-khach-hang-cu","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/ke-hoach-cham-soc-khach-hang-cu\/","title":{"rendered":"PLAN FOR CUSTOMER RETENTION \u2013 SOLUTIONS TO INCREASE BUSINESS REVENUE FOR BUSINESSES THAT HAVE BEEN NEGLECTED"},"content":{"rendered":"

Nhi\u1ec1u doanh nghi\u1ec7p b\u1eaft \u0111\u1ea7u \u00fd th\u1ee9c \u0111\u01b0\u1ee3c r\u1eb1ng kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i v\u00e0 kh\u00e1ch h\u00e0ng c\u0169 kh\u00f4ng ch\u1ec9 l\u00e0\u00a0ngu\u1ed3n t\u1ea1o ra doanh thu \u1ed5n \u0111\u1ecbnh m\u00e0 c\u00f2n gi\u00fap doanh nghi\u1ec7p t\u0103ng tr\u01b0\u1edfng l\u1ee3i nhu\u1eadn b\u1ec1n v\u1eefng trong t\u01b0\u01a1ng lai. Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a t\u1eadp \u0111o\u00e0n t\u01b0 v\u1ea5n n\u1ed5i ti\u1ebfng\u00a0Bain&Company \u0111\u00e3 ch\u1ec9 ra:<\/p>\n

– Chi ph\u00ed gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169 ch\u1ec9 b\u1eb1ng 1\/7 t\u1edbi 1\/6 so v\u1edbi chi ph\u00ed c\u00f3\u00a0m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi<\/p>\n

– Kh\u00e1ch h\u00e0ng mua l\u1eb7p l\u1ea1i trung b\u00ecnh s\u1ebd chi ti\u00eau nhi\u1ec1u h\u01a1n t\u1edbi 67%<\/p>\n

– C\u00f3 t\u1edbi 60% c\u00e1c c\u00f4ng ty nh\u1eadn th\u1ea5y c\u01a1 h\u1ed9i t\u0103ng tr\u01b0\u1edfng l\u1ee3i nhu\u1eadn t\u1edbi 25% t\u1eeb nh\u00f3m kh\u00e1ch h\u00e0ng c\u0169<\/p>\n

Sau \u0111\u00e2y l\u00e0 5 g\u1ee3i \u00fd gi\u00fap doanh nghi\u1ec7p c\u00f3 th\u1ec3 l\u1eadp k\u1ebf ho\u1ea1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 hi\u1ec7u qu\u1ea3:<\/p>\n

1. X\u00e1c \u0111\u1ecbnh \u0111\u00fang nh\u00f3m kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n

C\u00f9ng thu\u1ed9c t\u1eadp kh\u00e1ch h\u00e0ng c\u0169 nh\u01b0ng m\u1ed7i nh\u00f3m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c t\u1ea1o ra b\u1eb1ng nh\u1eefng c\u00e1ch kh\u00e1c nhau v\u00e0 \u0111ang \u1edf t\u00ecnh tr\u1ea1ng kh\u00e1c nhau. Do \u0111\u00f3, doanh nghi\u1ec7p c\u0169ng c\u1ea7n ph\u00e2n chia r\u00f5 t\u1eebng nh\u00f3m v\u1edbi nh\u1eefng m\u1ee5c ti\u00eau t\u0103ng tr\u01b0\u1edfng ph\u00f9 h\u1ee3p. \u0110\u1eb7c bi\u1ec7t, m\u1ed7i nh\u00f3m kh\u00e1ch h\u00e0ng c\u0169ng c\u1ea7n \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh m\u1ee9c \u0111\u1ed9 \u01b0u ti\u00ean kh\u00e1c nhau \u0111\u1ec3 nh\u1eafm t\u1edbi n\u1ebfu doanh nghi\u1ec7p mu\u1ed1n ti\u1ebft ki\u1ec7m ngu\u1ed3n l\u1ef1c m\u00e0 v\u1eabn thu v\u1ec1 \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 nh\u01b0 mong mu\u1ed1n.<\/p>\n

Theo kinh nghi\u1ec7m c\u1ee7a ch\u00fang t\u00f4i, doanh nghi\u1ec7p ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 ch\u1ee7 \u0111\u1ed9ng \u0111\u01b0a ra nh\u1eefng l\u1eddi m\u1eddi kh\u00e1ch h\u00e0ng tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft, ho\u1eb7c \u0111\u1ed1i t\u00e1c chi\u1ebfn l\u01b0\u1ee3c (n\u1ebfu l\u00e0 c\u00e1c c\u00f4ng ty). \u0110i\u1ec1u ch\u1eafc ch\u1eafn l\u00e0 ph\u1ea7n l\u1edbn\u00a0kh\u00e1ch h\u00e0ng c\u0169 \u0111\u1ec1u s\u1ebd ph\u1ea3n \u1ee9ng t\u00edch c\u1ef1c v\u1edbi nh\u1eefng \u0111\u1ec1 ngh\u1ecb n\u00e0y. Sau khi nh\u1eadn \u0111\u01b0\u1ee3c nh\u1eefng l\u1eddi \u0111\u1ed3ng thu\u1eadn, h\u00e3y ti\u1ebfp t\u1ee5c l\u00e0m h\u00e0i l\u00f2ng nh\u1eefng kh\u00e1ch h\u00e0ng n\u00e0y b\u1eb1ng nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh \u0111\u1eb7c bi\u1ec7t nh\u1ea5t doanh nghi\u1ec7p c\u00f3, th\u1eadm ch\u00ed doanh nghi\u1ec7p c\u00f2n c\u00f3 th\u1ec3 t\u1ea1o ra nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i ri\u00eang cho t\u1eebng kh\u00e1ch h\u00e0ng, n\u1ebfu nh\u1eadn th\u1ea5y m\u1ee9c \u0111\u1ed9 ti\u1ec1m n\u0103ng \u0111\u1ee7 l\u1edbn. L\u01b0u \u00fd r\u1eb1ng nh\u1eefng c\u00e1ch ti\u1ebfp c\u1eadn y\u1ebfu \u1edbt b\u1eb1ng nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh qu\u00e1 b\u00ecnh th\u01b0\u1eddng s\u1ebd kh\u00f4ng thu h\u00fat \u0111\u01b0\u1ee3c s\u1ef1 ch\u00fa \u00fd c\u1ee7a kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p c\u0169ng c\u1ea7n kh\u1ea3o s\u00e1t c\u00e1c \u0111\u1ed1i th\u1ee7 \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o ch\u01b0\u01a1ng tr\u00ecnh \u0111\u01b0a ra kh\u00f4ng b\u1ecb l\u1ed7i th\u1eddi ho\u1eb7c k\u00e9m s\u1ee9c c\u1ea1nh tranh.<\/p>\n

2. Ph\u00f2ng tr\u00e1nh nh\u1eefng l\u00fd do khi\u1ebfn kh\u00e1ch h\u00e0ng d\u1eebng mua h\u00e0ng<\/strong><\/h2>\n

Trong xu th\u1ebf to\u00e0n c\u1ea7u h\u00f3a, doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 \u0111\u1ed1i m\u1eb7t v\u1edbi s\u1ef1 c\u1ea1nh tranh trong n\u01b0\u1edbc m\u00e0 s\u1eafp t\u1edbi l\u00e0 nhi\u1ec1u c\u00e1c doanh nghi\u1ec7p n\u01b0\u1edbc ngo\u00e0i. C\u00f9ng v\u1edbi \u0111\u00f3 khi ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c s\u1ed1ng ng\u00e0y c\u00e0ng cao, quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng v\u00e0 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 nhi\u1ec1u thay \u0111\u1ed5i. M\u1ed9t s\u1ed1 y\u1ebfu t\u1ed1 s\u1ebd khi\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf th\u01b0\u01a1ng hi\u1ec7u nh\u01b0:<\/p>\n

– Kh\u00f4ng c\u1ea3m th\u1ea5y\u00a0s\u1ea3n ph\u1ea9m kh\u00f4ng c\u1ea7n thi\u1ebft<\/p>\n

– Gi\u00e1 qu\u00e1 cao<\/p>\n

– Kh\u00f4ng h\u00e0i l\u00f2ng v\u1edbi ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/p>\n

– B\u1ecb h\u1ea5p d\u1eabn b\u1edfi s\u1ea3n ph\u1ea9m c\u1ee7a \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh<\/p>\n

3. Duy tr\u00ec t\u01b0\u01a1ng t\u00e1c\u00a0v\u1edbi kh\u00e1ch h\u00e0ng<\/strong><\/h2>\n

Nhi\u1ec1u nghi\u00ean c\u1ee9u cho th\u1ea5y kh\u00f4ng \u00edt doanh nghi\u1ec7p \u0111\u00e3 b\u1ecf l\u1ee1 m\u1ed9t l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng l\u1edbn sau khi h\u1ecd mua h\u00e0ng m\u00e0 kh\u00f4ng \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c hay li\u00ean h\u1ec7. Vi\u1ec7c duy tr\u00ec t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng, \u0111\u01a1n gi\u1ea3n h\u01a1n l\u00e0 g\u1ee3i nh\u1edb h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u trong t\u00e2m tr\u00ed kh\u00e1ch h\u00e0ng.<\/p>\n

Tri\u1ec3n khai m\u1ed9t v\u00e0i ph\u01b0\u01a1ng ph\u00e1p gi\u1eef li\u00ean l\u1ea1c \u0111\u01a1n gi\u1ea3n v\u1edbi kh\u00e1ch h\u00e0ng nh\u01b0 email, g\u1ecdi \u0111i\u1ec7n \u0111\u1ecbnh k\u1ef3 h\u00e0ng th\u00e1ng, s\u1ebd \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng kh\u00f4ng c\u1ea3m th\u1ea5y b\u1ecb b\u1ecf r\u01a1i sau khi \u0111\u00e3 mua h\u00e0ng. N\u1ebfu doanh nghi\u1ec7p \u0111\u00e3 l\u1ee1 \u0111\u00e1nh m\u1ea5t kh\u00e1ch h\u00e0ng theo c\u00e1ch n\u00e0y, th\u00ec m\u1ed9t trong nh\u1eefng c\u00e1ch s\u1eeda sai l\u00e0 g\u1eedi m\u1ed9t email cho kh\u00e1ch h\u00e0ng, th\u1ec3 hi\u1ec7n r\u1eb1ng doanh nghi\u1ec7p r\u1ea5t ti\u1ebfc khi h\u1ecd \u0111\u00e3 ng\u1eebng mua h\u00e0ng v\u00e0 \u0111\u1ec3 ngh\u1ecb t\u1eb7ng cho h\u1ecd m\u1ed9t \u01b0u \u0111\u00e3i trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh n\u00e0o \u0111\u00f3. M\u1ed9t s\u1ed1 doanh nghi\u1ec7p \u0111\u00e3 s\u1eed d\u1ee5ng c\u00e1ch n\u00e0y v\u00e0 th\u00f4ng th\u01b0\u1eddng gi\u1edbi h\u1ea1n s\u1ed1 th\u01b0 t\u1eeb 5-7 th\u01b0 n\u1ebfu h\u1ecd kh\u00f4ng nh\u1eadn \u0111\u01b0\u1ee3c b\u1ea5t k\u1ef3 ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c n\u00e0o.<\/p>\n

4. H\u01b0\u1edbng d\u1eabn kh\u00e1ch h\u00e0ng lan t\u1ecfa th\u00f4ng \u0111i\u1ec7p c\u1ee7a doanh nghi\u1ec7p<\/strong><\/h2>\n

Quan t\u00e2m \u0111\u1ebfn kh\u00e1ch h\u00e0ng c\u0169 c\u0169ng ch\u00ednh l\u00e0\u00a0c\u00e1ch doanh nghi\u1ec7p\u00a0lan t\u1ecfa nh\u1eefng th\u00f4ng \u0111i\u1ec7p. Trong tr\u01b0\u1eddng h\u1ee3p doanh nghi\u1ec7p \u0111\u00e3 \u0111em \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng cho kh\u00e1ch h\u00e0ng th\u00ec vi\u1ec7c g\u1ee3i \u00fd ph\u01b0\u01a1ng th\u1ee9c gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p \u0111\u1ebfn b\u1ea1n b\u00e8 c\u1ee7a h\u1ecd s\u1ebd c\u00f3 hi\u1ec7u qu\u1ea3 r\u1ea5t cao. H\u00e3y h\u01b0\u1edbng d\u1eabn h\u1ecd th\u1eadt chi ti\u1ebft, v\u00e0 th\u1eadt \u0111\u01a1n gi\u1ea3n, \u0111\u1ec3 h\u1ecd c\u00f3 th\u1ec3 ho\u00e0n t\u1ea5t vi\u1ec7c gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p ch\u1ec9 trong v\u00e0i click chu\u1ed9t.<\/p>\n

Cu\u1ed1i c\u00f9ng, \u0111\u1eebng qu\u00ean c\u1ea3m \u01a1n kh\u00e1ch h\u00e0ng sau khi h\u1ecd \u0111\u00e3 gi\u00fap doanh nghi\u1ec7p. L\u1eddi c\u1ea3m \u01a1n \u0111\u00f3 n\u1ebfu \u0111\u01b0\u1ee3c g\u1eedi \u0111i c\u00f9ng v\u1edbi nh\u1eefng \u01b0u \u0111\u00e3i c\u1ee5 th\u1ec3, ho\u1eb7c nh\u1eefng m\u00f3n qu\u00e0 nh\u1ecf, s\u1ebd l\u00e0 ngu\u1ed3n \u0111\u1ed9ng l\u1ef1c l\u1edbn gi\u00fap kh\u00e1ch h\u00e0ng ti\u1ebfp t\u1ee5c g\u1eafn k\u1ebft v\u1edbi doanh nghi\u1ec7p trong t\u01b0\u01a1ng lai.<\/p>\n

5. Nh\u1eafc nh\u1edf kh\u00e1ch h\u00e0ng v\u1ec1 nh\u1eefng s\u1ea3n ph\u1ea9m kh\u00e1c<\/strong><\/h2>\n

Ngay \u0111\u1ebfn nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh nh\u1ea5t c\u0169ng kh\u00f4ng nh\u1edb h\u1ebft nh\u1eefng s\u1ea3n ph\u1ea9m c\u00f4ng ty c\u00f3 b\u00e1n. Th\u01b0\u1eddng xuy\u00ean nh\u1eafc nh\u1edf h\u1ecd v\u1ec1 nh\u1eefng s\u1ea3n ph\u1ea9m h\u1ea5p d\u1eabn kh\u00e1c, c\u1ed9ng th\u00eam nh\u1eefng th\u00f4ng tin h\u1eefu \u00edch v\u1ec1 nh\u1eefng s\u1ea3n ph\u1ea9m s\u1eafp ra m\u1eaft v\u00e0 l\u1ee3i \u00edch thi\u1ebft th\u1ef1c c\u1ee7a ch\u00fang \u0111\u1ed1i v\u1edbi cu\u1ed9c s\u1ed1ng c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u00e2y l\u00e0 m\u1ed9t trong nh\u1eefng c\u00e1ch upsell, cross-sell v\u1eeba hi\u1ec7u qu\u1ea3, l\u1ea1i v\u1eeba kh\u00e9o l\u00e9o, khi\u1ebfn kh\u00e1ch h\u00e0ng th\u1ea5y kh\u00f4ng m\u1ea5y kh\u00f3 ch\u1ecbu m\u00e0 c\u00f2n th\u00edch th\u00fa khi nh\u1eadn \u0111\u01b0\u1ee3c th\u00f4ng tin c\u1ee7a c\u00f4ng ty g\u1eedi t\u1edbi.<\/p>\n

Ngo\u00e0i ra c\u00f2n r\u1ea5t nhi\u1ec1u c\u00e1ch doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u00e1p d\u1ee5ng trong k\u1ebf ho\u1ea1ch ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u0169 c\u1ee7a m\u00ecnh c\u00f3 th\u1ec3 gi\u00fap t\u1ed1i \u0111a h\u00f3a doanh thu tr\u00ean t\u1eebng kh\u00e1ch h\u00e0ng. H\u00e3y t\u1eadp trung v\u00e0o gi\u00e1 tr\u1ecb v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p s\u1ebd c\u00f3 th\u1ec3 t\u1ea1o ra nh\u1eefng kh\u00e1ch h\u00e0ng tr\u1ecdn \u0111\u1eddi cho m\u00ecnh.<\/p>","protected":false},"excerpt":{"rendered":"

Nhi\u1ec1u doanh nghi\u1ec7p b\u1eaft \u0111\u1ea7u \u00fd th\u1ee9c \u0111\u01b0\u1ee3c r\u1eb1ng kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i v\u00e0 kh\u00e1ch h\u00e0ng c\u0169 kh\u00f4ng ch\u1ec9 l\u00e0\u00a0ngu\u1ed3n […]<\/p>","protected":false},"author":1,"featured_media":6896,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"default","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[12],"tags":[],"class_list":["post-6895","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc"],"acf":[],"yoast_head":"\nK\u1ebe HO\u1ea0CH CH\u0102M S\u00d3C KH\u00c1CH H\u00c0NG C\u0168 \u2013 GI\u1ea2I PH\u00c1P T\u0102NG DOANH THU DOANH NGHI\u1ec6P B\u1ece QU\u00caN - 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