Page 178 - Nghệ Thuật Quản Lý Khách Hàng

Childnfl 4. Quan ly khach hang 16n

Cac thong tin ca nhan cua khach hang nhtf:hp ten, gidi
tinh, tuoi, nghe nghiep, dia chi thiidng tru, dien thoai, email;
Neu khach hang la doanh nghiep thi phai tim hieu chien
ltfdc kinh doanh, quy mo san xuat, cac loai san pham, thu
nhap tieu thu, tin ttfc tai chinh, tinh trang kinh doanh, tinh
hinh phat trien cua doanh nghiep nay.
Thong tin mua hang cua khach hang nhtf tan xuat chi
tieu, mtfc tien chi tieu, thdi gian chi tieu cua lan gan nhat,
loai hang tieu dung cua khach hang, kha nang tra gia, trong
diem chu y, thoi quen mua hang cua khach hang;
Thong tin nhu cau can thiet cua khach hang doi v6i cac
phtfdng dien nhtf kha nang, chung loai, quy each, gia ca san
pham thtfc;
Thong tin nhu cau can thiet ve cac phtfdng dien nhtf tinh
da dang, kip thdi, gia re cua san pham phuc vu;
Thong tin khieu nai cua khach hang ddi vdi san pham va
dich vu ma ho khong hai long;
4. Phan tich thong tin khach hang
Phan tich "so tien chi tieu" de gitfp doanh nghiep hieu
dtfqc mtfc chi tieu cua moi mot khach hdng da dau ttf vao san
pham hoac dich vu cua doanh nghiep nay trong chu ky, chi
tieu nay la tru cot cua tat ca cac chi tieu.
"Tan suat chi tieu" ttfc la sd lan mua han dinh trong chu
ky. Khach hang mua thtfdng xuyen nha't la khach hang hai
long nha't, trung thanh nhat.
Phan tich ket hdp gitfa tan sud't chi tieu va sd tien chi
tieu co the tinh dtfdc chi phi tieu dung ma khach hang dau ttf
vao doanh nghiep, va ldi nhudn m a khach hang dem den cho
cong ty;
177