Page 342 - Nghệ Thuật Quản Lý Khách Hàng

Chuong 8. Thie't lap che dp quan ly nguy co

kinh doanh vdi cac gidi xa hdi, duy tri quan he tdt dep, tieu
trti nguy cd tiem an.
2. Xay diing he thd'ng giam dinh thong tin du
phong nguy ca
Doanh nghiep hien dai la mdt he thdng md cda cd md'i
hen he mat thie't vdi mdi trudng ben ngoai, khdng phai la
mpt doan the cd lap, sd hiing suy tdn vong cda nd dtfdc quyet
dinh bdi dia vi va hinh ttfdng cua doanh nghiep tren thi
triidng. Dtf phdng nguy cd phai xay dtfng he thd'ng giam dinh
thong tin chuan xac, nhanh nhay, bat ctf luc nao cung cd the
thu thap thdng tin d nhieu phiidng dien, phan tich va xd ly
kip thdi, loai trd nhtfng tai hoa ngam. Dtf phdng nguy cd, lam
tdt nhflng viec sau:
(1) Thu thap thdng tin phan hdi cua cdng chung ve san
pham, khi cd van de gi can lap tdc dieu tra giai quye't;
(2) Nam bat thdng tin quyet sach chinh sach, nhtf luat le
hiiu quan, dieu lenh, nghien ctfu va dieu chinh chien ltfdc
phat trien va phtfdng cham kinh ddanh cda doanh nghiep.
(3) Tim hieu thdng tin hinh ttfdng san pham va phuc vu
cua doanh nghiep trong tam mat ngtfdi tieu dung, bao gdm
chat ltfdng, gia ca, phuc vu, kien nghi cai tien,... phan tich
tim hieu stf danh gia cua cdng chtfng ve cd cau td chtfc, trinh
dp quan ly, to' chat va phuc vu cua nhan vien doanh nghiep,
td do phat hien ra thai dp va xu the thay ddi cua cdng chdng
doi vdi doanh nghiep;
(4) Nghien cdu tinh hinh hien tai, thdc ltic, tiem ltfc vd
xu the phat trien chinh sach cua dd'i thu canh tranh, tien
hanh so sanh, biet minh biet ngtfdi;

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