Page 46 - Nghệ Thuật Quản Lý Khách Hàng

Chtiong 1. Moi quan he vdi khach hang

chan khach hang binh quan tang tu: 75% len thanh 80%.
Thdi gian duy tri mdi quan he vdi khach hang binh quan
tang tii 10 nam len thanh 20 nam, ttfdng dudng vdi ti le gitf
chan khach hang tang ttf 90% len thanh 95%. Hai vi du nay
deu tieu bieu cho ti le gitf chan khach hang tang them 5%,
nhtfng trtfdng hdp nao mdi cd the thtfc stf lam tang them tinh
kich tinh cua gia tri khach hang?
Trtfdc tien, chtfng tdi chu y den viec phai tang them ti le
gitf chan khach hang mdt each thich hdp 5%, thi phai lam
cho thdi gian duy tri mdi quan he vdi khach hang binh quan
tang trtfdng 25% hoac 100%. Gia du mdi quan he vdi khach
hang ttf nam thtf ttf keo dai them den nam thtf nam, thi gia
tri tang them cua mdi quan he la gia tri ltfu ltfdng tien mat
tinh nam thtf nam tao ra sau khi khau trtf di ltfdng tien mat
hien cd. Gia thiet la ltfu ltfdng tien mat tinh khdng ddi,
khdng tinh chi phi bd ra de gianh dtfdc khach hang, lay ti le
khau trtf di ltfdng tien mat hien cd la 10%, thi gia tri them
vao cd dtfdc do stf tang them cua sd ltfdng nam duy tri mdi
quan he khoang 20%, tinh nhtf vay rat td't tuy rang ddi khi
nd khdng the bang phtfdng phap ma chung ta van hay ndi
den. Vdi cung gia thiet nhtf the, ne'u thdi gian duy tri md'i
quan he vdi khach hang ttf 10 nam chuyen ddi thanh 20 nam
thi se tao ra mtfc tang gia tri gan 38%. Vi sao trong trtfdng
hdp thdi gian duy tri md'i quan he tang 25% va 100% thi chi
tao ra mtfc tang gia tri thtfc chat 20% va 38%? Dd la do ltfu
ltfdng tien mat trong vai nam tdi chi cd gia tri hien tai d mtfc
thap nha't. Dtfdng nhien chi phi can thiet de khien thdi gian
duy tri md'i quan he binh quan tang them mot nam se re hdn
chi phi de dat mtfc tang la 10 nam, ma lai dan tdi gia tri md'i
quan he tinh kha ldn.

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