Page 149 - Nghệ Thuật Quản Lý Khách Hàng

flghe rhuar quan ly hhaeh hang

Ngiidc lai, trong mot quan the me cua toan bo khach
hang, doanh nghiep quyet dinh nen theo dudi bao nhieu tap
the khach hang, va co bao nhieu mo hinh quan ly quan he
khach hang khac nhau mdi la sd' liidng thich hdp. Mudn thiic
hien md hinh quan he nhii the nao phai xem nang liic tieu
chuan cua doanh nghiep vdi md hinh nay va sii hiidng ting
cua khach hang dd'i vdi cac hinh thtic khac nhau.

8. CHIEN LUUC QUAN LY TO HOP KHACH HANG TANG THU DOAN
THE CO NHUNG LOAI NAO?
Chien liidc quan ly td hdp khach hang ting thti doan the
thdng thudng khdng nim ngoai ba loai phd bien sau:

Thti nhat, tap trung tieu diem vao gia tri quan he khach
hang cao nha't;
Thti hai, tang gitia chtia te;

Thti ba, tang thti hoa thi triidng.
Tren chien liidc, do la xay diing muc tieu md'i quan he
khach hang cd gia tri nha't trong thi triidng.

Cd mdt sd' vi du thanh cdng nhu cdng ty hang khdng Tay
-
Bic, ho khdng he cung cap vi tri ghe ngdi hang dau trong cac
khoang hoac gia thiidng vu khdng dep cho ghe ngoi chi dinh
ma khach hang yeu thich. Hang khdng Tay Bic la hang hang
khdng cd sii dat chd vd cung lac quan va la sii hia chon kinh
te cua khach hang. Cdn cac hang hang khdng nhu hang
1
khdng My, hang khdng lien hdp deu canh tranh khdc liet vi
mud'n trd thanh hang hang khdng hang nha't trong mat
khach hang gia tri cao.
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