Page 112 - Nghệ Thuật Quản Lý Khách Hàng

Childnfl 2. Lien ket khach hanfl

nghiep co the tim hieu ro nhting net dac sac khi sd dung san
pham cua ho lai rat it. Cac hinh thai kien thdc khac nhau, vi
du nhtf kien thdc mang tinh quan sat va kien thdc mang
tinh ddi thoai, cd the gdi cho chung ta nhdng suy nghi sau xa
ve viec ap dung quye't sach dd'i vdi khach hang, dng dung cua
chudi gia tri khach hang va kinh nghiem tdng the, cd the
giup chung ta danh gia pham vi tiem tang cua dinh vi gia tri.
Mud'n danh gia dinh vi gia tri hien cd va pham vi tiem
tang, ban cd the suy nghi de'n nhdng diem sau:
* Ma tran dinh vi cua gia tri khach hang hien cd.
* Ta't ca tieu phi trong chudi gia tri hoac kinh nghiem
chung cua khach hang cua ban.
* Ldi nhuan tiem tang trong dinh vi gia tri keo dai.

25. THE NAO LA MA TRAN DjNH Vj GIA TRj KHACH HANG?
Trudc tien, ban phai tim hieu "ngtfdi nao mua san pham
nao cua ban".
Ma tran dinh vi gia tri khach hang la mdt md-dun
(module) lien ket td hdp khach hang va td hdp san pham.
Qua ma tran dinh vi gia tri khach hang, ban cd the biet san
pham hoac stf phuc vu ma ban cung cap cd phtf hdp vdi nhu
cau cua khach hang muc tieu hay khdng. d day, ban phai suy
nghi de'n nhtfng van de sau:

* Hang khach hang mua la san pham cua bd phan nao
trong sd' nhtfng mat hang cua ban? Khach hang muc tieu cua
ban phai chang chiem ty le nha't dinh trong mdc tieu thu
nhdng san pham dd?
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