{"id":4863,"date":"2021-01-19T09:17:38","date_gmt":"2021-01-19T02:17:38","guid":{"rendered":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/?p=4863"},"modified":"2022-10-15T22:47:36","modified_gmt":"2022-10-15T15:47:36","slug":"4-sai-lam-ma-doanh-nghiep-cua-ban-co-le-dang-mac-phai-trong-quan-he-voi-khach-hang","status":"publish","type":"post","link":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/4-sai-lam-ma-doanh-nghiep-cua-ban-co-le-dang-mac-phai-trong-quan-he-voi-khach-hang\/","title":{"rendered":"4 Sai l\u1ea7m m\u00e0 doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u00f3 l\u1ebd \u0111ang m\u1eafc ph\u1ea3i trong quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng"},"content":{"rendered":"

Kh\u00e1ch h\u00e0ng l\u00e0 ngu\u1ed3n nh\u1ef1a s\u1ed1ng c\u1ee7a b\u1ea5t k\u00ec startup n\u00e0o, nh\u01b0ng n\u1ebfu b\u1ea1n kh\u00f4ng bi\u1ebft c\u00e1ch qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng , b\u1ea1n s\u1ebd g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n h\u1ecd.<\/span><\/p>\n

B\u1ea5t k\u1ec3 ng\u00e0nh g\u00ec, doanh nghi\u1ec7p c\u1ee7a b\u1ea1n c\u1ea7n ph\u1ea3i ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng, v\u00e0 \u0111i\u1ec1u \u0111\u00f3 c\u00f3 ngh\u0129a l\u00e0 m\u1ed9t trong nh\u1eefng \u0111i\u1ec1u t\u1ed1i quan tr\u1ecdng l\u00e0 qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 \u0111\u00f3. M\u1ed9t \u0111i\u1ec1u t\u01b0\u1edfng ch\u1eebng nh\u1ecf nhoi c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed3i t\u1ec7, v\u00e0 \u0111i\u1ec1u \u0111\u00f3 c\u00f3 th\u1ec3 l\u00e0m \u1ea3nh h\u01b0\u1edfng ti\u00eau c\u1ef1c \u0111\u1ebfn vi\u1ec7c b\u1ea1n \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ea7n thi\u1ebft. \u0110\u1eebng v\u1ea5p ph\u1ea3i nh\u1eefng sai l\u1ea7m n\u00e0y.<\/span><\/p>\n

Ch\u1ec9 t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng \u0111\u1ebfn khi h\u1ecd mua h\u00e0ng xong<\/strong><\/span><\/p>\n

M\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng ch\u01b0a k\u1ebft th\u00fac khi h\u1ecd mua s\u1ea3n ph\u1ea9m c\u1ee7a b\u1ea1n. Th\u1eadt kh\u00f4ng may, nhi\u1ec1u startup c\u00f3 suy ngh\u0129 n\u00e0y, v\u00e0 li\u00ean t\u1ee5c theo \u0111u\u1ed5i c\u00e1c kh\u00e1ch h\u00e0ng m\u1edbi. Tuy nhi\u00ean, \u0111i\u1ec1u x\u1ea3y ra sau chuy\u1ec3n \u0111\u1ed5i c\u00f2n quan tr\u1ecdng h\u01a1n n\u1eefa.<\/span><\/p>\n

C\u00e1c nghi\u00ean c\u1ee9u \u0111\u00e3 th\u1ea5y r\u1eb1ng c\u00e1c c\u00f4ng ty c\u00f3 kho\u1ea3ng 60-70% kh\u1ea3 n\u0103ng b\u00e1n h\u00e0ng cho c\u00e1c kh\u00e1ch h\u00e0ng c\u0169, trong khi kh\u1ea3 n\u0103ng th\u00e0nh c\u00f4ng khi b\u00e1n cho c\u00e1c kh\u00e1ch h\u00e0ng m\u1edbi ch\u1ec9 l\u00e0 5-20%. \u0110\u1ed3ng th\u1eddi, c\u00f3 t\u1edbi 71% kh\u00e1ch h\u00e0ng n\u00f3i r\u1eb1ng h\u1ecd s\u1ebd ch\u1ea5m d\u1ee9t quan h\u1ec7 v\u1edbi m\u1ed9t c\u00f4ng ty n\u1ebfu h\u1ecd c\u1ea3m th\u1ea5y r\u1eb1ng d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c kh\u00f4ng t\u1ed1t.<\/span><\/p>\n

\u0110i\u1ec1u n\u00e0y khi\u1ebfn vi\u1ec7c li\u00ean l\u1ea1c v\u1edbi kh\u00e1ch h\u00e0ng l\u00e0 t\u1ed1i quan tr\u1ecdng, nh\u1ea5t l\u00e0 \u0111\u1ed1i v\u1edbi nh\u1eefng startup chuy\u00ean v\u1ec1 d\u1ecbch v\u1ee5. H\u00e3y c\u00e2n nh\u1eafc xem kh\u00e1ch h\u00e0ng s\u1ebd t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p nh\u01b0 th\u1ebf n\u00e0o sau khi h\u1ecd \u0111\u00e3 mua h\u00e0ng, v\u00e0 h\u00e0nh \u0111\u1ed9ng \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a nh\u1eefng t\u01b0\u01a1ng t\u00e1c n\u00e0y. M\u1ed9t giao di\u1ec7n d\u1ec5 s\u1eed d\u1ee5ng v\u00e0 b\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng lu\u00f4n s\u1eb5n s\u00e0ng s\u1ebd gi\u1eef ch\u00e2n c\u00e1c kh\u00e1ch h\u00e0ng v\u00e0 khi\u1ebfn h\u1ecd trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/span><\/p>\n

B\u1ecf m\u1eb7c d\u1eef li\u1ec7u t\u1eeb c\u00e1c ph\u1ea7n m\u1ec1m<\/strong><\/span><\/p>\n

C\u00f4ng ngh\u1ec7 CRM hi\u1ec7n c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng b\u1edfi m\u1ecdi startup, cho ph\u00e9p b\u1ea1n th\u1ea5y \u0111\u01b0\u1ee3c c\u00e1c d\u1eef li\u1ec7u tr\u00ean trang web, s\u1ed1 li\u1ec7u marketing tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, v\u00e0 nhi\u1ec1u \u0111i\u1ec1u kh\u00e1c n\u1eefa. M\u1eb7c d\u00f9 nh\u1eefng d\u1eef li\u1ec7u n\u00e0y l\u00e0 c\u00f3 s\u1eb5n, nhi\u1ec1u startup b\u1ecf qua ho\u1eb7c kh\u00f4ng s\u1eed d\u1ee5ng hi\u1ec7u qu\u1ea3 ngu\u1ed3n t\u00e0i nguy\u00ean \u0111\u00e1ng gi\u00e1 n\u00e0y.<\/span><\/p>\n

Trong m\u1ed9t cu\u1ed9c \u0111i\u1ec7n tho\u1ea1i g\u1ea7n \u0111\u00e2y, Guy Rohkin, tr\u01b0\u1edfng b\u1ed9 ph\u1eadn ph\u00e1t tri\u1ec3n kinh doanh t\u1ea1i Sci Find gi\u1ea3i th\u00edch: \u201cNhi\u1ec1u startup v\u1eadt l\u1ed9n v\u1edbi c\u00e1c n\u1ec1n t\u1ea3ng c\u00f3 nhi\u1ec1u d\u1eef li\u1ec7u b\u1edfi h\u1ecd thi\u1ebfu t\u1ea7m nh\u00ecn d\u00e0i h\u1ea1n ho\u1eb7c kh\u00f4ng c\u00f3 nh\u00e2n l\u1ef1c \u0111\u1ee7 n\u0103ng l\u1ef1c s\u1eed d\u1ee5ng c\u00e1c d\u1eef li\u1ec7u \u0111\u00f3. B\u1ea1n c\u1ea7n ai \u0111\u00f3 ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u00e0 quy\u1ebft \u0111\u1ecbnh xem t\u1eadp trung v\u00e0o d\u1eef li\u1ec7u n\u00e0o, sau \u0111\u00f3 l\u00ean k\u1ebf ho\u1ea1ch \u0111\u1ec3 gi\u1eef ch\u00e2n v\u00e0 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n. B\u1ea1n c\u0169ng ph\u1ea3i s\u1eed d\u1ee5ng m\u1ed9t h\u1ec7 th\u1ed1ng c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n theo doanh nghi\u1ec7p, \u0111\u1ec3 b\u1ea1n c\u00f3 th\u1ec3 ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng ch\u00fang ngay c\u1ea3 khi nhi\u1ec1u d\u1eef li\u1ec7u h\u01a1n\u00a0 \u0111\u1ed5 v\u1ec1.<\/span><\/p>\n

V\u00ed d\u1ee5, n\u1ebfu m\u1ed9t s\u1ed1 l\u01b0\u1ee3ng l\u1edbn ng\u01b0\u1eddi d\u00f9ng b\u1ecf \u0111\u0103ng k\u00ed nh\u1eadn th\u00f4ng tin t\u1eeb email b\u1ea1n g\u1eedi, \u0111i\u1ec1u \u0111\u00f3 ch\u1ec9 ra c\u00f3 \u0111i\u1ec1u g\u00ec \u0111\u00f3 sai trong chi\u1ebfn l\u01b0\u1ee3c marketing. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 l\u00e0 do t\u1ea7n su\u1ea5t b\u1ea1n g\u1eedi email ho\u1eb7c n\u1ed9i dung email c\u00f3 v\u1ea5n \u0111\u1ec1.<\/span><\/p>\n

N\u1ebfu kh\u00f4ng c\u00f3 c\u00e1c d\u1eef li\u1ec7u ch\u00ednh x\u00e1c v\u00e0 h\u1ec7 th\u1ed1ng CRM, b\u1ea1n s\u1ebd kh\u00f4ng th\u1ec3 bi\u1ebft \u0111\u01b0\u1ee3c nguy\u00ean nh\u00e2n c\u1ee7a v\u1ea5n \u0111\u1ec1 n\u00e0y v\u00e0 khi\u1ebfn b\u1ea1n m\u1ea5t th\u00eam nhi\u1ec1u kh\u00e1ch h\u00e0ng h\u01a1n n\u1eefa.<\/span><\/p>\n

Kh\u00f4ng coi tr\u1ecdng giao ti\u1ebfp c\u00e1 nh\u00e2n ho\u1eb7c lo ng\u1ea1i c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/span><\/p>\n

M\u1ed9t v\u1ea5n \u0111\u1ec1 th\u01b0\u1eddng g\u1eb7p kh\u00e1c l\u00e0 nhi\u1ec1u startup ch\u1ec9 hay ph\u1ea3n \u1ee9ng ch\u1ee9 kh\u00f4ng c\u00f3 ch\u1ee7 \u0111\u00edch trong giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 khi\u1ebfn cho startup b\u1ecf r\u01a1i kh\u00e1ch h\u00e0ng khi h\u1ecd c\u00f3 nh\u1eadn x\u00e9t ti\u00eau c\u1ef1c.<\/span><\/p>\n

\u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 khi\u1ebfn cho b\u1ea1n m\u1ea5t nhi\u1ec1u c\u01a1 h\u1ed9i quan tr\u1ecdng, g\u00e2y ra nhi\u1ec1u v\u1ea5n \u0111\u1ec1 kh\u00e1c. Nghi\u00ean c\u1ee9u t\u1eeb Podium ch\u1ec9 ra r\u1eb1ng 93% c\u00e1c quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng \u0111\u01b0\u1ee3c \u1ea3nh h\u01b0\u1edfng b\u1edfi c\u00e1c nh\u1eadn x\u00e9t online. M\u1ed9t kh\u1ea3o s\u00e1t kh\u00e1c t\u1eeb BrightLocal c\u0169ng cho th\u1ea9y r\u1eb1ng 89% kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u1ecdc ph\u1ea3n h\u1ed3i c\u1ee7a c\u00f4ng ty cho c\u00e1c nh\u1eadn x\u00e9t.<\/span><\/p>\n

N\u1ebfu b\u1ea1n ch\u1ee7 \u0111\u1ed9ng li\u00ean h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u \u0111\u00f3 c\u00f3 th\u1ec3 thay \u0111\u1ed5i \u1ea5n t\u01b0\u1ee3ng c\u1ee7a h\u1ecd v\u1edbi doanh nghi\u1ec7p, v\u00e0 khi\u1ebfn h\u1ecd thay \u0111\u1ed5i s\u1ef1 nh\u1eadn x\u00e9t. \u00cdt nh\u1ea5t th\u00ec nh\u1eefng b\u00e0i nh\u1eadn x\u00e9t ti\u00eau c\u1ef1c \u0111\u00f3 c\u0169ng n\u00ean d\u1eabn \u0111\u1ebfn nh\u1eefng thay \u0111\u1ed5i trong n\u1ed9i b\u1ed9.<\/span><\/p>\n

D\u1ef1a d\u1eabm qu\u00e1 nhi\u1ec1u v\u00e0o t\u1ef1 \u0111\u1ed9ng h\u00f3a<\/strong><\/span><\/p>\n

T\u1ef1 \u0111\u1ed9ng h\u00f3a s\u1ebd c\u00f3 th\u1ec3 gi\u00fap \u00edch r\u1ea5t nhi\u1ec1u cho c\u00e1c doanh nghi\u1ec7p. N\u1ebfu b\u1ea1n c\u00f3 th\u1ec3 t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c c\u00f4ng vi\u1ec7c c\u1ea7n thi\u1ebft nh\u1eefng l\u1eb7p \u0111i l\u1eb7p l\u1ea1i, \u0111i\u1ec1u \u0111\u00f3 s\u1ebd cho b\u1ea1n th\u00eam th\u1eddi gian \u0111\u1ec3 t\u1eadp trung v\u00e0o nh\u1eefng c\u00f4ng vi\u1ec7c quan tr\u1ecdng h\u01a1n \u0111\u1ec3 ph\u00e1t tri\u1ec3n doanh nghi\u1ec7p.<\/span><\/p>\n

Tuy nhi\u00ean b\u1ea1n kh\u00f4ng n\u00ean s\u1eed d\u1ee5ng t\u1ef1 \u0111\u1ed9ng h\u00f3a khi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean. Khi kh\u00e1ch h\u00e0ng g\u1eedi email ho\u1eb7c c\u00e2u h\u1ecfi, h\u1ecd kh\u00f4ng mu\u1ed1n nh\u1eadn l\u1ea1i c\u00e2u tr\u1ea3 l\u1eddi t\u1ef1 \u0111\u1ed9ng. \u0110i\u1ec1u n\u00e0y cho th\u1ea5y r\u1eb1ng doanh nghi\u1ec7p kh\u00f4ng quan t\u00e2m \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

M\u1ed9t nghi\u00ean c\u1ee9u t\u1eeb CGS v\u1ec1 c\u00e1ch kh\u00e1ch h\u00e0ng nh\u00ecn nh\u1eadn ph\u1ea3n h\u1ed3i t\u1eeb doanh nghi\u1ec7p cho th\u1ea5y r\u1eb1ng h\u1ecd mu\u1ed1n t\u01b0\u01a1ng t\u00e1c v\u1edbi ng\u01b0\u1eddi h\u01a1n l\u00e0 c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh t\u1ef1 \u0111\u1ed9ng. C\u00f3 \u0111\u1ebfn 50% kh\u00e1ch h\u00e0ng cho th\u1ea5y r\u1eb1ng chatbot khi\u1ebfn m\u1ecdi vi\u1ec7c tr\u1edf n\u00ean ph\u1ee9c t\u1ea1p h\u01a1n.<\/span><\/p>\n

N\u1ebfu s\u1eed d\u1ee5ng kh\u00f4ng \u0111\u00fang c\u00e1ch, t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00f3 th\u1ec3 l\u00e0m h\u1ea1i m\u1ed1i quan h\u1ec7 c\u1ee7a b\u1ea1n v\u1edbi kh\u00e1ch h\u00e0ng. H\u00e3y suy ngh\u0129 th\u1eadt k\u0129 c\u00e1ch m\u00e0 b\u1ea1n s\u1eed d\u1ee5ng c\u00e1c ph\u1ea7n m\u1ec1m t\u1ef1 \u0111\u1ed9ng h\u00f3a \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.<\/span><\/p>\n

Cung c\u1ea5p cho kh\u00e1ch h\u00e0ng tr\u1ea3i nghi\u1ec7m t\u1ed1t<\/strong><\/span><\/p>\n

\u0110\u1ec3 gi\u1eef v\u1eefng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng, b\u1ea1n s\u1ebd c\u1ea7n l\u00e0m r\u1ea5t nhi\u1ec1u vi\u1ec7c, nh\u01b0ng cu\u1ed1i c\u00f9ng th\u00ec kh\u00f4ng c\u00f3 \u0111i\u1ec1u g\u00ec quan tr\u1ecdng h\u01a1n l\u00e0 s\u1ef1 ph\u00e1t tri\u1ec3n b\u1ec1n v\u1eefng c\u1ee7a doanh nghi\u1ec7p. B\u1eb1ng c\u00e1ch t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 CRM m\u1ed9t c\u00e1ch h\u1ee3p l\u00fd, b\u1ea1n c\u00f3 th\u1ec3 l\u00e0m cho kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c tr\u00e2n tr\u1ecdng. Khi \u0111i\u1ec1u \u0111\u00f3 x\u1ea3y ra, kh\u00e1ch h\u00e0ng s\u1ebd tr\u1edf n\u00ean trung th\u00e0nh h\u01a1n v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n.<\/span><\/p>\n

Theo Entrepreneur<\/span><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Kh\u00e1ch h\u00e0ng l\u00e0 ngu\u1ed3n nh\u1ef1a s\u1ed1ng c\u1ee7a b\u1ea5t k\u00ec startup n\u00e0o, nh\u01b0ng n\u1ebfu b\u1ea1n kh\u00f4ng bi\u1ebft c\u00e1ch qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng , b\u1ea1n s\u1ebd g\u1eb7p kh\u00f3 kh\u0103n trong…<\/p>\n","protected":false},"author":1,"featured_media":4864,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[135],"tags":[50],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/bizuni.vn\/kien-thuc-quan-tri\/wp-content\/uploads\/2021\/01\/Customer-service-agent-481332-scaled.jpg?fit=2560%2C1707&ssl=1","_links":{"self":[{"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/posts\/4863"}],"collection":[{"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/comments?post=4863"}],"version-history":[{"count":0,"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/posts\/4863\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/media\/4864"}],"wp:attachment":[{"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/media?parent=4863"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/categories?post=4863"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bizuni.vn\/kien-thuc-quan-tri\/wp-json\/wp\/v2\/tags?post=4863"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}