Page 31 - Nghệ Thuật Quản Lý Khách Hàng

Rghe thuat quan ly hhach hang

* Chi phi cho viec gianh dUdc khach hang
La chi chi phi dau tu de thu hut va danh gia cac khach
hang dat tieu chuan, va no bao gom ca cac chi phi de gianh
dUdc viec kinh doanh chinh vdi cac khach hang mdi, chi phi
danh cho quang cao va chi phi tieu thu.
* Chi phi cho phat trien
La chi chi phi danh cho viec tang them va duy tri gia tri
cac mo'i quan he da co.
Lay vi du, hieu dUdc cac nhu cau khac cua khach hang,
tang them kha nang mua hang cua khach, hoac la co phan
hoi trUdc nhUng nhu cau cua ho va phuc vu khach hang.
* Chi phi cho viec duy tri
Co lien quan den thdi gian duy tri va chi phi cho viec
tang cUdng mdi quan he, giam bdt cac khiem khuyet cua san
pham va dich vu, hoac la xay dung lai mdi quan he vdi khach
hang.
* Gia tri tinh cua khach hang
Cung chinh la gia tri tinh cua mdi quan he vdi khach
hang, chang qua la sU chenh lech ddn thuan gida gia tri thitc
te va chi phi ADR.

9. QUY LUAT CO BAN CUA GIA TRj KHACH HANG THU fllTOC LOU
NHAT LA GI?
Mdi quan he vdi khach hang cd thi dUdc the hien bang
cdng thUc dai sd' dua tren sd' lUdng giao dich, ldi nhuan va mo
hinh giao dich lien tuc cua gia tri tinh cua khach hang:
30