Page 57 - Nghệ Thuật Quản Lý Khách Hàng

Rghe thuat quan If khach hang

trung binh, giam thap bien so cua stf phan bd gia tri moi
quan he v6i khach hang. De dat dupe muc tieu nay, trtfdc
tien phai giai dap dupe cac van de sau.
TU tap trung gia tri chi ra rang, stf phan b6' gia tri cua to
hpp khach hang tdng the dupe td thanh bdi da sd cac mdi
quan he khach hang cd gia tri. Nhieu doanh nghiep phat
hien ra rang, cac khach hang chiem so lupng tUPng ddi it dai
dien phan phdi khdng chiem ti le trong tdng sd doanh thu
cua doanh nghiep (tdc la quy tic cd ten gpi 80/20), nhu'ng
khdng biet tai sao lai cd tinh trang nay, cung khdng hieu ro
bi quyet quan ly td hpp khach hang. Cd 2 cdng cu la chdc
nang tinh tdng gia tri md'i quan he vdi khach hang va chdc
nang tap trung gia tri. Giup hieu ve cac nhan td cd y nghia
lien quan tdi tap trung gia tri cua td hpp khach hang.

Dudng cong phan bd gia tri khach hang rat quan trpng
ddi vdi viec quyet dinh xem dau la nhflng khach hang muc
tieu va nen dau tu bao nhieu vd'n de thu dupe cac thdng tin,
kien thUc ve khach hang. Khi dp chenh lech cao, viec tim
dung va gianh dupe mdi quan he vdi cac khach hang cd gia
tri cao rat quan trpng ddi vdi stf tang trudng ve gia tri cua
doanh nghiep. Bdi vi mdi quan he vdi nhflng khach hang nay
cd gia tri kha cao, cung vi vay nen chiem ti le cao nha't trong
tdng gia tri, cac khach hang cho du nam trong pham vi kem
so trung binh mdt hay vai sai sd tieu chuan. Neu md'i quan
he gia tri khach hang phan bd d trang thai binh thudng, su 1
tang them cua sai sd' tieu chuan the hien ring tdng gia tri
cang tap trung d mdt sd it khach hang nam trong pham vi
kem so'trung binh mdt hay vai sai sdtieu chuan (15.87%).

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