Page 52 - Nghệ Thuật Quản Lý Khách Hàng

Chiiong 1. Moi quan he voi khach hang

Bdng 1-1. Bdng gid tri khach hdng phdn theo
nhdm khach riia xe khdc nhau

Tan suat Tin sua't Tin sua't Tan suat Tan sua't
tieu thu tieu thu tieu thu tieu thu cac tieu thu cao
tha'p nha't tha'p trung binh nha't
Ltfdng giao dich cue $5.25 $5.25 $6.50 $7.00 $9.00
m5i lan ghe qua
Ldi nhuan cua mdi lar 5% 5% 10% 20% 30%
?iao dich (AT)
So ltfdt gb.6 qua mo 0.5 2.5 5.2 7.1 12.5
nam
Phan lai gop (mdi trt $0.13 $000.66 $3.38 $9.94 $33.75
gia thanh) moi nam
(AT)
Chi phi can cho vi£c $1.00 $1.00 $1.00 $1.00 $1.00
gianh dtfdc va phat
trien moi nam doi vd
m6i khach hang (AT) $0.34 $2.38 $8.94 $32.75
Ldi nhuan tinh mdi $0.87
nam (AT)
Thdi gian duy tri mo 4 4 4 4 4
quan he binh quan
(nam)
Ti 16 khau trtf (10% 0.9091 0.9091 0.9091 0.9091 0.9091
EOR)
Gia tri chi phi tac $2.75 $1.08 $7.54 $31.51 $106.98
nghiep thdi ky diu di
gianh dtfdc khach
hang $1.00 $1.00 $1.00 $1.00
Chi phi khach hang $1.00
gianh dtfdc (A7)
Gia tri tinh cua moi $3.75 $2.08 $6.54 $30.51 $105.98
quan he vdi khach
hang
Phan loai nhom khach 49.6% 27.8% 16.7% 5.0% 0.8%
hang
rang ltfdng thu kinh 8.7% 24.1% 36.6% 23.6% 6.0%
doanh phan theo ttfng
nhom khach hang

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