Page 176 - Nghệ Thuật Quản Lý Khách Hàng
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Chiiong 4. Quan ly khach hang Ion
              2. LAM THE NAO DE PHAN BIET DUTJC KHACH HANG LON?

              Trong nhieu goc do khac nhau, co rat nhieu each de gidi
           dinh va danh gia khach hang ldn:
              1. Phan biet td quan he hd trd qua lai gida khach hang
           va doanh nghiep.
              Can cd vao phan tich mdc dd nam loai quan he trinh dd
           khac nhau gida khach hang va doanh nghiep cda keteqin de
           phan tich mdi quan he gida khach hang va doanh nghiep.
              Vi tri ma khach hang ldn dang ddng la bd phan khach
           hang chiem ti le nhd, cd the dem de'n ldi nhuan cao cho doanh
           nghiep trong phan ddng khach hang cua doanh nghiep. Dinh
           luat "80/20" rat phu hdp vdi phan tich quan he khach hang,
           dieu nay cung giai thich dtidc quy tic kinh nghiem Id 80% ldi
           nhuan cua doanh nghiep de'n td 20% khach hang.

              2. "Khach hang trung thtic". Ho tinh nguyen thie't lap va
           duy tri quan he lau dai, on dinh vdi doanh nghiep, ho san
           sang cha'p nhan gia ca hdp ly dd'i vdi san pham va dich vu ma
           doanh nghiep cung cap cho ho, ho cdn tinh nguyen tuyen
           truyen miln phi cho san phim va dich vu cda cdng ty.
              3. Phan tich td tinh ldi nhuan cua khach hang
              20% khach hang trong sd' ta't ca cac khach hang cua
          doanh nghiep se dem lai ldi nhuan.cao cho doanh nghiep,
          nhdng lai chi ton rd't it gia thanh phuc vu cua cdng ty.
              Dtia vao nhdng phan tich tren cho tha'y "khach hang ldn"
          la khach hang mang hinh thdc ban hang cua doanh nghiep,
          la khach hang trung thdc cua doanh nghiep, la khach hang
          dem den 80% ldi nhuan cua cdng ty, la khach hang mang lai

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