Page 238 - Nghệ Thuật Quản Lý Khách Hàng

Chtfgnfl 6. Quan ly tri thuc khach hang

Chi/dNq 6

QUflN LY TRI THtJfC KHflCH MfiNG

1. THE NAO LA QUAN LY TRI THUC KHACH HANG?
Neu doanh nghiep thitc su mudn nam bat khach hang,
1
thi ngudi chap hanh cua doanh nghiep khong nen chi thu
thap va phan tich thong tin, nhtfng chtfng toi lai phat hien,
phan ldn doanh nghiep da quen vdi each lam nay.
Rat nhieu doanh nghiep deu mong co the thu thap va
tich luy thong tin khach hang, nhtfng hieu biet ve khach
hang cua nhtfng doanh nghiep nay rot cuoc nhtf the nao? Ho
co the van dung htfu hieu nhtfng kien thtfc khach hang nay
khong?
Dieu bat hanh la, doanh nghiep mud'n gianh dtfpc chie'n
ltfdc lien ket khach hang mdt each thanh cdng, cdn viec tich
luy thdng tin chang qua la thie't lap btfdc dau tien cua tri
thtfc khach hang.

Thdng tin khach hang gidng nhtf nguyen vat lieu, phai
qua td chtfc, phan tich va tim hieu, mdi cd the dtfpc chuyen
hoa thanh tri thtfc khach hang htfu hieu. Sau dd, nhtfng tri
thtfc khach hang nay phai dtfpc dung de trp giup quyet sach
dau ttf va bd' tri ngudn vd'n mdt each mdt nha't.
Quan ly tri thtfc khach hang chinh la ngudn gdc va stf
van dung ngudn thdng tin khach hang, va tfng dung cua

237