Page 88 - Nghệ Thuật Quản Lý Khách Hàng

Chiionfl 2. Lien ket khach hanfl

12. DAN DAT CAP 00 PHUC VU KHACH HANG NHU THE NAO?
Vi du lien quan de'n ky thuat lien ket co tinh hop tac,
lien quan de'n viec van dung khach hang. Trong vi du ban
dau, dudng nhu ta't ca mpi ngudi deu biet deh he thong cung
dng clrfla tri Bashite cua My, ky thuat lien ket nay chu trong
van de quan ly liipng ton kho va quan ly ddn dat hang. Trong
nhflng vi du gan day, chung ta bat gap rat nhieu doanh
nghiep dtia he thong khach hang sang mpt npi dung mdi, nhd
viec keo theo dich vu phuc vu khach hang, de he thong may
khach hang trd thanh srf hdp nhat gifla hinh thai va gia tri
cua khach hang trong quan he gifla nha cung flng vdi khach
hang.
UPS la khach hang mang tinh toan cau cap cao nha't
da lifu gifl "he thdng may chu tren day chuyen" cua hp. "He
thdng chuyen gia trUc tuyen" cung cap nhu cau ve thdng tin
cho khach hang loai vfla, cdn "he thd'ng tau chie'n ldn trifc
tuye'n" thi md cda cho khach hang thdng qua mang Internet.
Thdng qua phUdng thdc nay, UPS nhan difdc nhdng nhu
cau dac biet phu hdp vdi khach hang cd gia tri nha't, ddng
thdi cung cd the cung cap tinh tien ldi cho tat ca khach hang.
Trong bat cd trtfdng hdp nao, UPS deu md rpng va phat
trien nhdng he thdng nay tren tien de hdp tac, vi hp mdng cd
the cung cap cho khach hang nhdng thdng tin td't nha't, ddng
thdi keo dai md'i quan he vdi khach hang va tang sd' ltfdng
khach hang de'n lam an vdi UPS.
Tuy nhien, kien thdc ve khach hang va muc tieu rieng
dddc ap dung cua UPS va cda hang lam giay la khac nhau,
nhu'ng dac tinh chung trong dd la, hp deu dau tu vao ky
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thuat "dat phuc vu" de hdp tac mat thiet vdi khach hang.
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