Page 30 - Nghệ Thuật Quản Lý Khách Hàng

Chiionfl 1. Moi quan he voi khach hanfl

* Ltfu ltfdng tien mat tii khach hang nha't dinh hay la td
nhom khach hang nao do;
* Ltfdng tien mat phai chi ra de xay diing va duy tri mdi
quan he vdi khach hang;
* Thdi gian duy tri mdi quan he nay.
Chung ta co the coi gia tri cua khach hang la do 2 yeu td
cau thanh, tdc la nhdng thd doanh nghiep lam ra dtfdc td
nhdng thd nhan dtfdc qua nhdng moi quan he v6i khach
hang, va chi phi dau tii can thiet cho viec xay diing va duy tri
mdi quan he vdi khach hang nay.
Gia tri khach hang thtfc chat la ltfu ltfdng tien mat tinh
nhan dtfdc td khach hang. Sd ltfdng va gia tri cua ltfu ltfdng
tien mat dtfdc danh gia dtfa tren ltfdng mua cua khach hang
trong mdi mdt giai doan, ldi nhuan khach hang mang den khi
mua san pham, thdi gian md'i duy tri md'i quan he nay va so'
lan mua hang trong thdi gian nay. Neu viec xay dtfng va duy
tri gia tri md'i quan he vdi khach hang khdng cin phai tra
bat ky chi phi gi, thi ltfu ltfdng tien mat cua chi phi tien vd'n
cua cdng ty quy ddi theo ty gia d thdi diem hien tai dai dien
cho gia tri md'i quan he vdi khach hang.

8. CHI PHI CUA VIEC XAY DUNG MOI QUAN HE VOI KHACH HANG
BAO GOM NHUNG GI?
Xay dtfng md'i quan he vdi khach hang khdng phai la
khdng can bat cd chi phi nao. Neu mudn htfdng ldi ttf cac
khach hang, viec kinh doanh cua doanh nghiep thdng thtfdng
cdn bao gdm chi phi cho viec tao dtfng, phat trien va duy tri
md'i quan he vdi khach hang.
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