Page 105 - Nghệ Thuật Quản Lý Khách Hàng

Rghe rhuat quan If khach hang

Thie't lap td hdp khach hang gidng nhii quan ly td hdp tai
chinh, ban co the ttfdng ttfdng minh dang tien hanh mot cuoc
tham tra gia tri cua quan he khach hang, de dat den muc
tieu nay. Muc tieu tham tra la, ve quan he khach hang hien
co, xac nhan gia tri cua giao dich nay, danh gia gia tri tiem
nang, phat hien khoang each giiia cac muc tieu hoac cd hoi
chtfa khai thac.
De tien hanh tham tra gia tri cua quan he khach hang
nay, ban phai nhan thtfc ro va nam bat gia tri khach hang
vdi cac hinh thtfc khac nhau nhtf: to hdp khach hang hien co
cua doanh nghiep, to hdp khach hang trong thi trtfdng, va to
hdp khach hang cua nha canh tranh,... Vi vay, noi dung khao
sat chinh de danh gia thanh tich va hieu qua ciia chinh ban •
ngtfdi quan ly td hdp khach hang, bao gom:
1. Gia tri ciia td hdp khach hang hien co.
2. To hdp khach hang cua ban co khac biet gi vdi thanhg
phan cau thanh stf td hdp khach hang cua thi trtfdng va nha
canh tranh.
3. Tinh nha't tri cua viec van dung ngudn tai nguyen va
gia tri cua quan he khach hang.
Qua viec suy nghl thau dao nay, ban cd the nhan thtfc ro
dtfdc stf khac biet gitfa cac muc tieu va cd hdi chtfa dtfdc khai
thac.

21. TiM HIEU GIA TRj CUA Ttf HUP KHACH HANG HIEN CO NHU THE
NAO?
Trii khi ban da nim bat gia tri the hien qua td hdp
khach hang hien cd, neu khdng se khdng the ap dung quyet
sach ly tinh trong qua trinh gianh lay khach hang, phat trien

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