Page 176 - Nghệ Thuật Quản Lý Khách Hàng

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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