Page 55 - Nghệ Thuật Quản Lý Khách Hàng

Rghe thuat quan ly hhaeh hang

tang 21.5%. Nhiing stf tang trUdng nay quy vao da sdcac hoi
vien mang lai lpi nhuan cao cua Badabo, tuy nhu'ng hpi vien
nay chi dai dien cho 18% tdng sd khach hang, nhUng lai tao
ra gan 40% doanh thu va chiem ti le ldi nhuan cao.
Do dinh vi lai nhUng cd gang ve ADR tren cac moi quan
he khach hang co gia tri cao ma bo di cac mdi quan he khach
hang co gia tri thap, nen da lam tang them gia tri cua nhiing
khach hang cd tan suat tieu thu thap va giam sd lUdng
nhting khach hang cd gia tri cao mdt each hdp ly.

17. PHAN PHOI GIA TRj CUA MOI QUAN HE KHACH HANG NHU THE
NAO?
Khdng phai la tat ca cac khach hang deu binh dang nhii
nhau. Neu tat ca cac md'i quan he deu dem lai ldi nhuan, va
ngudn vd'n dau tU cho viec xay dUng cac mdi quan he cua
doanh nghiep lai khdng he han che, thi gia tri md'i quan he
vdi khach hang cd chenh lech ddi chut thi cung khdng quan
trpng lam. NhUng sau khi tinh toan gia tri mdi quan he vdi
khach hang, nhieu doanh nghiep se phat hien ra rang nhom
khach hang cd ban cua hp cd dang bieu hien gidng nhu bieu
dd dudi day, dang hinh chuong hoac phan phdi binh thudng
ma da sd chung ta thudng tha'y.
Ddi vdi nhUng doanh nghiep cd tinh hinh phan bd' khach
hang gidng nhu bieu dd tren, thi khdng the giai thich ro
nguyen nhan ve mat ly luan nao ca, va tren thUc te chung ta
cung gap rat nhieu loai hinh khac nhau. NhUng day la loai
hinh ma mpi ngUdi thudng tha'y nha't, va thich hdp de lay
lam vi du de cd the hieu dUdc tam quan trpng cua sd trung
binh va sd bien ddi cua sti phan bd khach hang.
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