Page 181 - Nghệ Thuật Quản Lý Khách Hàng

rtghe thuat quan ly hhach hang

Trong cuoc sdng hien thvtc, rat nhieu doanh nghiep deu
kha coi trong nhiing khach hang ldn nay, khi xd ly quan he
vdi cac khach hang 16n nay, thong thudng deu la lanh dao
cao cap cua doanh nghiep trdc tiep xuat hien, nhu'ng luon
luon thieu tinh he thdng va quan ly quy pham hoa. Tai nutfc
ngoai, rat nhieu doanh nghiep ldn, de xd ly quan he vdi
khach hang ldn tdt hdn, ho thanh lap mdt bd phan quan ly
khach hang ldn mang tinh toan cau.

Cdng ty Xerox la mdt doanh nghiep ldn, ho cd 250 khach
hang ldn, nhdng nghiep vu lien quan tdi 250 khach hang ldn
nay deu do bd phan quan ly khach hang ldn cua cdng ty giai
quyet, nhdng cdng viec dd'i vdi cac khach hang khac thi do
ddi ngu nhan vien ban hang thdng thudng giai quyet.

5. LAM THE NAO DE LAM TOT CONG VIEC 001 VOI KHACH HANG
LOW?
Cd the thanh lap mdt bd phan quan ly khach hang ldn
hay khdng cdn phai tuy thudc vao quy md cua doanh nghiep,
dd'i vdi cac doanh nghiep nhd mdt chdt thi so' ltidng khach
hang ttidng dd'i it, khach hang ldn thi cang it hdn, xd ly cong
viec dd'i vdi khach hang ldn thi can den cac lanh dao cdng tyy
ddng ra giai quan ly va giai quyet; ne'u so' ltidng khach hang
ldn cua cdng ty td 20 ngtidi trd len thi can phai thanh lap
mdt bd phan quan ly khach hang.
Thanh lap bo phan quan ly khach hang va lam theo 10
phtidng phap quan ly khach hang ldn dtidi day, chinh la
phtidng phap hdu hieu de quan ly td't khach hang ldn.

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