Page 173 - Nghệ Thuật Quản Lý Khách Hàng

Rghg thuat quan jf khach hang

Khi tap trung cac loai khach hang, hay de chung ta nghi
lai ldi tuyen bo' cua Wiley dong thdi nghi ve hai van de: Tien
d dau? Cd hoi de chiing ta nam dtfdc so' tien do nhtf the nao?
Y ttfdng nay co the lay cd sd la gia tri quan he khach hang va
htfdng tfng cua khach hang, dung phtfdng phap khach hang
tap the chinh thtfc hdn de the hien.
Loai kinh doanh nay co lien quan den viec danh gia gia
tri quan he thtfc chat cua khach hang hien co va khach hang
tiem nang. Mot khi danh gia va anh htfdng bi danh gia, no
thtfdng c6 tac dung ho trd stf phat trien kien thtfc khach
hang, nhtf hanh vi va thai de; d mpt mtfc dp nao do nhflng tin
ttfc nay se giiip dd rat nhieu cho viec dat dtfdc muc tieu
khach hang.

Loai nay dau tien dtfa vao can ctf la dac tinh khach hang
de dinh nghia tap the khach hang, de sau do danh gia htfdng
kinh doanh gia tri cua chiing, ngtfdc lai vdi mo hinh khu gian
thi trtfdng truyen thdng. Chung tdi gpi phtfdng phap danh
gia anh htfdng va gia tri khach hang la khu gian thi trtfdng
mang tinh kinh te, de phan biet vdi cai gpi la "Hanh vi",
"nhan khau hpc" "nhu clu la cd sd" va khu gian hinh thai thi
trtfdng khac.
NhQng khach hang cd sdc hut nguy hiem thtfdng rat cd
htfdng tfng dd'i vdi stf dinh vi cua ban nhtfng lai la nhflng
khach hang ttfpng dd'i khdng cd ldi nhuan. Neu ban hieu ly do
hp cd stf htfdng tfng ddi vdi viec cung cap dich vu cua ban, thi
cd luc se cd the giiip ban dieu chinh chinh xac tin ttfc va
tranh stf dtfa dim vao nhtfng khach hang nay, cdn viec xay
dtfng lai gia tri dinh vi cua ban cd the lien ket chinh xac hdn
tap the khach hang muc tieu, tham chi thay ddi chien ltfdc

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