{"id":31623,"date":"2024-01-02T17:12:14","date_gmt":"2024-01-02T10:12:14","guid":{"rendered":"https:\/\/meeycrm.com\/tin-tuc\/?p=31623"},"modified":"2024-01-02T17:15:09","modified_gmt":"2024-01-02T10:15:09","slug":"mo-hinh-crm","status":"publish","type":"post","link":"https:\/\/meeycrm.com\/tin-tuc\/mo-hinh-crm","title":{"rendered":"8 M\u00f4 H\u00ecnh CRM \u0110\u01b0\u1ee3c C\u1eadp Nh\u1eadt M\u1edbi Nh\u1ea5t C\u1ea7n \u0110\u01b0\u1ee3c C\u00e1c Doanh Nghi\u1ec7p L\u01b0u \u00dd"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" width=\"1\" height=\"1\" class=\"wp-image-31630\" src=\"https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-1.png\" alt=\"M\u00f4 h\u00ecnh CRM\" title=\"\"><\/p>\n<p>M\u00f4 h\u00ecnh CRM v\u1edbi ph\u1ea7n m\u1ec1m systemCRM \u0111\u01b0\u1ee3c coi l\u00e0 \u201cc\u1eb7p b\u00e0i\u201d trong vi\u1ec7c qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. H\u00e3y t\u01b0\u1edfng t\u01b0\u1ee3ng b\u1ea1n \u0111ang x\u00e2y m\u1ed9t ng\u00f4i nh\u00e0. M\u00f4 h\u00ecnh CRM t\u01b0\u01a1ng \u1ee9ng v\u1edbi s\u01a1 \u0111\u1ed3 ki\u1ebfn \u200b\u200btr\u00fac v\u00e0 s\u01a1 \u0111\u1ed3 m\u1eb7t b\u1eb1ng c\u1ee7a ng\u00f4i nh\u00e0. Ph\u1ea7n m\u1ec1m CRM \u0111\u00f3ng vai tr\u00f2 nh\u01b0 m\u1ed9t c\u00f4ng c\u1ee5 v\u00e0 v\u1eadt li\u1ec7u \u0111\u1ec3 x\u00e2y d\u1ef1ng ng\u00f4i nh\u00e0 n\u00e0y.<\/p>\n<p>\u0110\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n m\u00f4 h\u00ecnh CRM l\u00e0 g\u00ec, c\u00f4ng ty b\u1ea1n ph\u00f9 h\u1ee3p v\u1edbi m\u00f4 h\u00ecnh n\u00e0o v\u00e0 top 8 m\u00f4 h\u00ecnh CRM m\u1edbi nh\u1ea5t hi\u1ec7n nay, h\u00e3y theo d\u00f5i b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y nh\u00e9!<\/p>\n<h2><a id=\"post-31623-_x0hznnhh8emo\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM l\u00e0 g\u00ec?<\/h2>\n<p>M\u00f4 h\u00ecnh CRM l\u00e0 m\u1ed9t khung ho\u1eb7c khung gi\u1ea3i ph\u00e1p v\u1ec1 c\u00e1ch c\u00f4ng ty qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd &#8211; t\u1eeb thu h\u00fat \u0111\u1ebfn gi\u1eef ch\u00e2n. Vi\u1ec7c n\u1eafm v\u1eefng v\u00e0 \u00e1p d\u1ee5ng s\u00e1ng t\u1ea1o m\u00f4 h\u00ecnh CRM gi\u00fap c\u00f4ng ty hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i v\u00e0 ti\u1ec1m n\u0103ng. \u0110\u1ed3ng th\u1eddi, h\u1ecd c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a m\u00ecnh. Tr\u00ean c\u01a1 s\u1edf n\u00e0y, c\u00f4ng ty c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c ni\u1ec1m tin c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 l\u00f2ng trung th\u00e0nh l\u00e2u d\u00e0i v\u1edbi c\u00f4ng ty.<\/p>\n<p data-sourcepos=\"5:1-5:33\"><strong>C\u00e1c lo\u1ea1i m\u00f4 h\u00ecnh CRM ph\u1ed5 bi\u1ebfn<\/strong><\/p>\n<p data-sourcepos=\"7:1-7:31\">C\u00f3 3 lo\u1ea1i m\u00f4 h\u00ecnh CRM ph\u1ed5 bi\u1ebfn:<\/p>\n<ul data-sourcepos=\"9:1-12:0\">\n<li data-sourcepos=\"9:1-9:192\"><strong>M\u00f4 h\u00ecnh on-premise:<\/strong>\u00a0M\u00f4 h\u00ecnh CRM \u0111\u01b0\u1ee3c tri\u1ec3n khai tr\u00ean m\u00e1y ch\u1ee7 n\u1ed9i b\u1ed9 c\u1ee7a doanh nghi\u1ec7p. M\u00f4 h\u00ecnh n\u00e0y mang l\u1ea1i kh\u1ea3 n\u0103ng ki\u1ec3m so\u00e1t cao v\u00e0 b\u1ea3o m\u1eadt t\u1ed1t, nh\u01b0ng chi ph\u00ed tri\u1ec3n khai v\u00e0 b\u1ea3o tr\u00ec cao.<\/li>\n<li data-sourcepos=\"10:1-10:210\"><strong>M\u00f4 h\u00ecnh cloud:<\/strong>\u00a0M\u00f4 h\u00ecnh CRM \u0111\u01b0\u1ee3c tri\u1ec3n khai tr\u00ean n\u1ec1n t\u1ea3ng \u0111\u00e1m m\u00e2y. M\u00f4 h\u00ecnh n\u00e0y mang l\u1ea1i t\u00ednh linh ho\u1ea1t cao, chi ph\u00ed th\u1ea5p v\u00e0 d\u1ec5 d\u00e0ng tri\u1ec3n khai, nh\u01b0ng t\u00ednh b\u1ea3o m\u1eadt c\u00f3 th\u1ec3 th\u1ea5p h\u01a1n so v\u1edbi m\u00f4 h\u00ecnh on-premise.<\/li>\n<li data-sourcepos=\"11:1-12:0\"><strong>M\u00f4 h\u00ecnh hybrid:<\/strong>\u00a0M\u00f4 h\u00ecnh CRM l\u00e0 s\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa m\u00f4 h\u00ecnh on-premise v\u00e0 cloud. M\u00f4 h\u00ecnh n\u00e0y mang l\u1ea1i s\u1ef1 linh ho\u1ea1t v\u00e0 b\u1ea3o m\u1eadt t\u1ed1t h\u01a1n so v\u1edbi m\u00f4 h\u00ecnh cloud, nh\u01b0ng chi ph\u00ed tri\u1ec3n khai v\u00e0 b\u1ea3o tr\u00ec cao h\u01a1n so v\u1edbi m\u00f4 h\u00ecnh cloud.<\/li>\n<\/ul>\n<p data-sourcepos=\"13:1-13:31\"><strong>C\u00e1c l\u1ee3i \u00edch c\u1ee7a m\u00f4 h\u00ecnh CRM<\/strong><\/p>\n<p data-sourcepos=\"15:1-15:61\">M\u00f4 h\u00ecnh CRM mang l\u1ea1i nhi\u1ec1u l\u1ee3i \u00edch cho doanh nghi\u1ec7p, bao g\u1ed3m:<\/p>\n<ul data-sourcepos=\"17:1-21:0\">\n<li data-sourcepos=\"17:1-17:153\"><strong>T\u0103ng c\u01b0\u1eddng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng:<\/strong>\u00a0M\u00f4 h\u00ecnh CRM gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 b\u1ec1n ch\u1eb7t v\u1edbi kh\u00e1ch h\u00e0ng.<\/li>\n<li data-sourcepos=\"18:1-18:104\"><strong>T\u0103ng doanh thu:<\/strong>\u00a0M\u00f4 h\u00ecnh CRM gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh b\u00e1n h\u00e0ng, t\u1eeb \u0111\u00f3 t\u0103ng doanh thu.<\/li>\n<li data-sourcepos=\"19:1-19:146\"><strong>T\u0103ng hi\u1ec7u qu\u1ea3 marketing:<\/strong>\u00a0M\u00f4 h\u00ecnh CRM gi\u00fap doanh nghi\u1ec7p ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 tri\u1ec3n khai c\u00e1c chi\u1ebfn d\u1ecbch marketing hi\u1ec7u qu\u1ea3 h\u01a1n.<\/li>\n<li data-sourcepos=\"20:1-21:0\"><strong>C\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng:<\/strong>\u00a0M\u00f4 h\u00ecnh CRM gi\u00fap doanh nghi\u1ec7p cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ch\u1ea5t l\u01b0\u1ee3ng cao, t\u1eeb \u0111\u00f3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<p data-sourcepos=\"22:1-22:32\"><strong>L\u1ef1a ch\u1ecdn m\u00f4 h\u00ecnh CRM ph\u00f9 h\u1ee3p<\/strong><\/p>\n<p data-sourcepos=\"24:1-24:369\">Doanh nghi\u1ec7p n\u00ean l\u1ef1a ch\u1ecdn m\u00f4 h\u00ecnh CRM ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u v\u00e0 ng\u00e2n s\u00e1ch c\u1ee7a m\u00ecnh. N\u1ebfu doanh nghi\u1ec7p c\u1ea7n kh\u1ea3 n\u0103ng ki\u1ec3m so\u00e1t cao v\u00e0 b\u1ea3o m\u1eadt t\u1ed1t, th\u00ec n\u00ean l\u1ef1a ch\u1ecdn m\u00f4 h\u00ecnh on-premise. N\u1ebfu doanh nghi\u1ec7p c\u1ea7n t\u00ednh linh ho\u1ea1t cao, chi ph\u00ed th\u1ea5p v\u00e0 d\u1ec5 d\u00e0ng tri\u1ec3n khai, th\u00ec n\u00ean l\u1ef1a ch\u1ecdn m\u00f4 h\u00ecnh cloud. N\u1ebfu doanh nghi\u1ec7p c\u1ea7n s\u1ef1 linh ho\u1ea1t v\u00e0 b\u1ea3o m\u1eadt t\u1ed1t, th\u00ec n\u00ean l\u1ef1a ch\u1ecdn m\u00f4 h\u00ecnh hybrid.<\/p>\n<p>M\u00f4 h\u00ecnh CRM l\u00e0 g\u00ec?<\/p>\n<h2><a id=\"post-31623-_d3muockbbt3a\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o?<\/h2>\n<p>Nh\u00ecn chung, t\u1ea5t c\u1ea3 c\u00e1c m\u00f4 h\u00ecnh v\u1eadn h\u00e0nh CRM \u0111\u1ec1u d\u1ef1a tr\u00ean m\u1ed9t quy tr\u00ecnh t\u01b0\u01a1ng t\u1ef1: t\u00ecm hi\u1ec3u v\u1ec1 kh\u00e1ch h\u00e0ng, ph\u00e2n kh\u00fac v\u00e0 ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau, li\u00ean h\u1ec7 v\u1edbi h\u1ecd v\u00e0 sau \u0111\u00f3 t\u1eadn d\u1ee5ng d\u1eef li\u1ec7u. \u0110i\u1ec1u n\u00e0y cung c\u1ea5p th\u00f4ng tin v\u1ec1 vi\u1ec7c \u0111i\u1ec1u ch\u1ec9nh c\u00e1c quy tr\u00ecnh n\u1ed9i b\u1ed9 v\u00e0 t\u1ed1i \u01b0u h\u00f3a vi\u1ec7c li\u00ean h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n<p>Khi k\u1ebft h\u1ee3p v\u1edbi h\u1ec7 th\u1ed1ng CRM, m\u00f4 h\u00ecnh CRM ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3 g\u1ea5p \u0111\u00f4i. V\u1edbi c\u00e1c t\u00ednh n\u0103ng qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng, cung c\u1ea5p n\u1ec1n t\u1ea3ng theo d\u00f5i tr\u1ef1c tuy\u1ebfn, theo d\u00f5i kh\u00e1ch h\u00e0ng trong su\u1ed1t h\u00e0nh tr\u00ecnh mua h\u00e0ng\u2026 h\u1ec7 th\u1ed1ng ph\u1ea7n m\u1ec1m s\u1ebd c\u1ea3i thi\u1ec7n \u0111\u00e1ng k\u1ec3 kh\u1ea3 n\u0103ng ch\u1ea1y m\u00f4 h\u00ecnh. H\u00ecnh \u1ea3nh CRM \u0111\u00e3 ch\u1ecdn c\u1ee7a b\u1ea1n.<\/p>\n<h2><a id=\"post-31623-_oqozaef9zepj\" data-page-optimizer-editable=\"true\"><\/a>8 m\u00f4 h\u00ecnh CRM quan tr\u1ecdng nh\u1ea5t doanh nghi\u1ec7p c\u1ea7n bi\u1ebft<\/h2>\n<p>Tr\u01b0\u1edbc \u0111\u00e2y m\u1ecdi ng\u01b0\u1eddi th\u01b0\u1eddng quen thu\u1ed9c v\u1edbi kh\u00e1i ni\u1ec7m 4 m\u00f4 h\u00ecnh CRM bao g\u1ed3m: m\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb, m\u00f4 h\u00ecnh Gartner, IDIC v\u00e0 QCI. Tuy nhi\u00ean, v\u1edbi s\u1ef1 thay \u0111\u1ed5i nhanh ch\u00f3ng trong h\u00e0nh vi mua h\u00e0ng v\u00e0 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, ng\u00e0y c\u00e0ng c\u00f3 nhi\u1ec1u m\u00f4 h\u00ecnh ho\u1ea1t \u0111\u1ed9ng CRM \u0111\u01b0\u1ee3c t\u1ea1o ra \u0111\u1ec3 c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u v\u00e0 \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a t\u1eebng c\u00f4ng ty. \u0110\u1eb7c bi\u1ec7t:<\/p>\n<h3><a id=\"post-31623-_wsuj1kddzbtk\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb CRM<\/h3>\n<p>M\u00f4 h\u00ecnh ho\u1ea1t \u0111\u1ed9ng CRM theo chu\u1ed7i gi\u00e1 tr\u1ecb \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n v\u00e0o n\u0103m 1985 b\u1edfi gi\u00e1o s\u01b0 Michael Porter c\u1ee7a Harvard. \u0110\u00e2y l\u00e0 quy tr\u00ecnh g\u1ed3m 5 b\u01b0\u1edbc t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng chi\u1ebfn l\u01b0\u1ee3c, hay n\u00f3i \u0111\u00fang h\u01a1n l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng mang l\u1ea1i gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng. mang l\u1ea1i nhi\u1ec1u \u201cgi\u00e1 tr\u1ecb\u201d h\u01a1n cho c\u00f4ng ty. (\u0110i\u1ec1u n\u00e0y kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 b\u1ea1n b\u1ecf qua c\u00e1c kh\u00e1ch h\u00e0ng kh\u00e1c. Kh\u00e1ch h\u00e0ng lu\u00f4n l\u00e0 kh\u00e1ch h\u00e0ng v\u00e0 b\u1ea1n c\u1ea7n ph\u00e1t tri\u1ec3n d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a h\u1ecd.)<\/p>\n<p>M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb CRM th\u01b0\u1eddng \u0111\u01b0\u1ee3c chia th\u00e0nh hai giai \u0111o\u1ea1n: giai \u0111o\u1ea1n ch\u00ednh v\u00e0 giai \u0111o\u1ea1n h\u1ed7 tr\u1ee3.<\/p>\n<p>S\u00e2n kh\u1ea5u ch\u00ednh<\/p>\n<p>C\u00e1c giai \u0111o\u1ea1n ch\u00ednh c\u1ee7a m\u00f4 h\u00ecnh CRM chu\u1ed7i gi\u00e1 tr\u1ecb \u0111\u01b0\u1ee3c chia th\u00e0nh n\u0103m quy tr\u00ecnh. \u0110\u00f3 l\u00e0 nghi\u00ean c\u1ee9u th\u00f3i quen c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 \u0111\u1ec3 gi\u1eef cho kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng.<\/p>\n<ul>\n<li>Ph\u00e2n t\u00edch danh m\u1ee5c kh\u00e1ch h\u00e0ng: Ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau, mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. B\u1eb1ng c\u00e1ch x\u00e1c \u0111\u1ecbnh ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng n\u00e0o c\u00f3 ti\u1ec1m n\u0103ng l\u1edbn nh\u1ea5t v\u1ec1 gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i, b\u1ea1n c\u00f3 th\u1ec3 thi\u1ebft k\u1ebf c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp theo m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3.<\/li>\n<\/ul>\n<p>SoftwareMeeyCRM cung c\u1ea5p kh\u1ea3 n\u0103ng thu th\u1eadp th\u00f4ng tin c\u01a1 h\u1ed9i t\u1eeb nhi\u1ec1u ngu\u1ed3n kh\u00e1c nhau, t\u00ednh \u0111i\u1ec3m lead v\u00e0 nh\u00f3m c\u01a1 h\u1ed9i theo tr\u1ea1ng th\u00e1i mua h\u00e0ng (l\u1ea1nh, \u1ea5m, n\u00f3ng), gi\u00fap b\u1ea1n d\u1ec5 d\u00e0ng ph\u00e2n t\u00edch danh m\u1ee5c kh\u00e1ch h\u00e0ng. Kh\u00e1ch h\u00e0ng c\u00f3 k\u1ebf ho\u1ea1ch ch\u0103m s\u00f3c ph\u00f9 h\u1ee3p<\/p>\n<p>MeeyCRM v\u1edbi kh\u1ea3 n\u0103ng thu th\u1eadp v\u00e0 nh\u00f3m kh\u00e1ch h\u00e0ng theo quy tr\u00ecnh b\u00e1n h\u00e0ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o b\u1ea1n kh\u00f4ng bao gi\u1edd b\u1ecf l\u1ee1 c\u01a1 h\u1ed9i<\/p>\n<ul>\n<li>T\u1ea1o s\u1ef1 g\u1ea7n g\u0169i v\u1edbi kh\u00e1ch h\u00e0ng: T\u01b0\u01a1ng t\u00e1c li\u00ean t\u1ee5c v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 c\u1eadp nh\u1eadt d\u1eef li\u1ec7u sau m\u1ed7i l\u1ea7n t\u01b0\u01a1ng t\u00e1c \u0111\u1ec3 \u0111i\u1ec1u ch\u1ec9nh d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/li>\n<li>Ph\u00e1t tri\u1ec3n m\u1ea1ng l\u01b0\u1edbi: \u0110\u00e2y l\u00e0 y\u1ebfu t\u1ed1 t\u1ea1o n\u00ean s\u1ef1 kh\u00e1c bi\u1ec7t l\u1edbn nh\u1ea5t gi\u1eefa m\u00f4 h\u00ecnh CRM chu\u1ed7i gi\u00e1 tr\u1ecb v\u1edbi c\u00e1c m\u00f4 h\u00ecnh CRM kh\u00e1c. \u0110i\u1ec1u n\u00e0y th\u1ec3 hi\u1ec7n \u1edf vi\u1ec7c nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c t\u1ea7m quan tr\u1ecdng c\u1ee7a m\u1ea1ng l\u01b0\u1edbi quan h\u1ec7 gi\u1eefa kh\u00e1ch h\u00e0ng &#8211; c\u00f4ng ty &#8211; n\u1ed9i b\u1ed9 v\u00e0 b\u00ean th\u1ee9 ba \u0111\u1ec3 gia t\u0103ng gi\u00e1 tr\u1ecb. N\u00f3i c\u00e1ch kh\u00e1c, \u0111\u1ed1i t\u00e1c, nh\u00e2n vi\u00ean, nh\u00e0 \u0111\u1ea7u t\u01b0 v\u00e0 m\u1ecdi ng\u01b0\u1eddi k\u1ebft n\u1ed1i v\u1edbi c\u00f4ng ty c\u1ee7a b\u1ea1n ph\u1ea3i c\u00f3 quy\u1ec1n truy c\u1eadp v\u00e0o d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng quan tr\u1ecdng v\u00e0 hi\u1ec3u m\u00f4 h\u00ecnh CRM.<\/li>\n<\/ul>\n<p>MeeyCRM v\u1edbi ch\u00ednh s\u00e1ch ph\u00e2n quy\u1ec1n d\u1eef li\u1ec7u linh ho\u1ea1t l\u00e0 ph\u1ea7n m\u1ec1m \u201c\u0111\u1ea7u ti\u00ean\u201d cho ph\u00e9p c\u00f4ng ty v\u00e0 kh\u00e1ch h\u00e0ng trao \u0111\u1ed5i d\u1eef li\u1ec7u, t\u01b0\u01a1ng t\u00e1c v\u1edbi nhau tr\u00ean c\u00f9ng m\u1ed9t h\u1ec7 th\u1ed1ng, \u00e1p d\u1ee5ng chuy\u1ec3n \u0111\u1ed5i s\u1ed1 t\u1eeb c\u1ea3 3 g\u00f3c \u0111\u1ed9: kh\u00e1ch h\u00e0ng \u2013 nh\u00e0 qu\u1ea3n l\u00fd v\u00e0 nh\u00e2n vi\u00ean n\u1ed9i b\u1ed9!<\/p>\n<ul>\n<li>Ph\u00e1t tri\u1ec3n tuy\u00ean b\u1ed1 gi\u00e1 tr\u1ecb: S\u1eed d\u1ee5ng ba b\u01b0\u1edbc tr\u01b0\u1edbc \u0111\u1ec3 ph\u00e1t tri\u1ec3n tuy\u00ean b\u1ed1 gi\u00e1 tr\u1ecb duy nh\u1ea5t cho kh\u00e1ch h\u00e0ng. T\u1eadp trung v\u00e0o d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a v\u00e0 gi\u1ea3m thi\u1ec3u chi ph\u00ed \u0111\u1ec3 b\u1ea1n c\u00f3 th\u1ec3 gi\u1eef \u0111\u01b0\u1ee3c nhi\u1ec1u l\u1ee3i nhu\u1eadn h\u01a1n.<\/li>\n<li>Qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7: Giai \u0111o\u1ea1n cu\u1ed1i c\u00f9ng c\u1ee7a m\u00f4 h\u00ecnh CRM c\u1ee7a chu\u1ed7i gi\u00e1 tr\u1ecb l\u00e0 qu\u1ea3n l\u00fd v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng. Qu\u00e1 tr\u00ecnh n\u00e0y bao g\u1ed3m vi\u1ec7c \u0111\u00e1nh gi\u00e1 c\u00e1c quy tr\u00ecnh kinh doanh v\u00e0 c\u01a1 c\u1ea5u t\u1ed5 ch\u1ee9c \u0111\u1ec3 qu\u1ea3n l\u00fd vi\u1ec7c thu h\u00fat, duy tr\u00ec v\u00e0 t\u0103ng tr\u01b0\u1edfng kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<p>Giai \u0111o\u1ea1n h\u1ed7 tr\u1ee3<\/p>\n<p>Giai \u0111o\u1ea1n th\u1ee9 hai t\u1ea1o th\u00e0nh c\u01a1 s\u1edf v\u00e0 h\u1ed7 tr\u1ee3 cho giai \u0111o\u1ea1n ch\u00ednh. V\u00ec v\u1eady, ch\u00fang c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 v\u00e0 c\u1ea3i ti\u1ebfn th\u01b0\u1eddng xuy\u00ean. C\u00e1c y\u1ebfu t\u1ed1 bao g\u1ed3m:<\/p>\n<ul>\n<li>V\u0103n h\u00f3a v\u00e0 l\u00e3nh \u0111\u1ea1o: B\u1ea1n ph\u1ea3i c\u00f3 k\u1ef9 n\u0103ng l\u00e3nh \u0111\u1ea1o v\u1eefng v\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng v\u0103n h\u00f3a c\u00f4ng ty r\u00f5 r\u00e0ng, lu\u00f4n \u0111\u1eb7t con ng\u01b0\u1eddi l\u00e0m trung t\u00e2m v\u00e0 d\u1ec5 c\u1ee7ng c\u1ed1.<\/li>\n<li>Quy tr\u00ecnh mua h\u00e0ng: X\u00e2y d\u1ef1ng m\u1ed9t quy tr\u00ecnh v\u1eefng ch\u1eafc \u0111\u1ec3 d\u1ec5 d\u00e0ng chuy\u1ec3n \u0111\u1ed5i nh\u1eefng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng c\u00f3 m\u1ee9c \u0111\u1ed9 quan t\u00e2m cao th\u00e0nh kh\u00e1ch h\u00e0ng th\u1ef1c t\u1ebf<\/li>\n<li>Quy tr\u00ecnh qu\u1ea3n l\u00fd nh\u00e2n s\u1ef1: T\u1eadp h\u1ee3p \u0111\u1ed9i ng\u0169 nh\u00e2n s\u1ef1 chuy\u00ean tr\u00e1ch \u0111\u1ec3 gi\u1ea3i quy\u1ebft k\u1ecbp th\u1eddi c\u00e1c v\u1ea5n \u0111\u1ec1 n\u1ed9i b\u1ed9 v\u00e0 qu\u1ea3n l\u00fd hi\u1ec7u qu\u1ea3 m\u00f4 h\u00ecnh CRM chu\u1ed7i gi\u00e1 tr\u1ecb<\/li>\n<li>Quy tr\u00ecnh qu\u1ea3n l\u00fd d\u1eef li\u1ec7u\/IT: CRM s\u1eed d\u1ee5ng nhi\u1ec1u d\u1eef li\u1ec7u n\u00ean c\u1ea7n ph\u1ea3i c\u00f3 qu\u1ea3n l\u00fd CNTT \u0111\u1ec3 tri\u1ec3n khai m\u00f4 h\u00ecnh CRM th\u00e0nh c\u00f4ng<\/li>\n<li>Thi\u1ebft k\u1ebf v\u00e0 t\u1ed5 ch\u1ee9c: Ph\u1ea3i x\u00e1c \u0111\u1ecbnh r\u00f5 ai ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 vi\u1ec7c g\u00ec v\u00e0 ai b\u00e1o c\u00e1o cho ai.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"500\" class=\"wp-image-31633\" src=\"https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-chuoi-gia-tri-1.jpeg\" alt=\"M\u00f4 h\u00ecnh CRM chu\u1ed7i gi\u00e1 tr\u1ecb\" title=\"\" srcset=\"https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-chuoi-gia-tri-1.jpeg 800w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-chuoi-gia-tri-1-300x188.jpeg 300w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-chuoi-gia-tri-1-768x480.jpeg 768w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-chuoi-gia-tri-1-696x435.jpeg 696w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-chuoi-gia-tri-1-672x420.jpeg 672w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/> M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb CRM<\/p>\n<h3><a id=\"post-31623-_jjqwv4cnttk\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM c\u1ee7a Gartner<\/h3>\n<p>M\u00f4 h\u00ecnh qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng Gartner \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi c\u00f4ng ty t\u01b0 v\u1ea5n v\u00e0 nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng Gartner Inc. V\u1edbi m\u00f4 h\u00ecnh n\u00e0y, Gartner x\u00e1c \u0111\u1ecbnh 8 y\u1ebfu t\u1ed1 quan tr\u1ecdng sau:<\/p>\n<p>T\u1ea7m nh\u00ecn CRM<\/p>\n<p>C\u00e1c c\u00f4ng ty mu\u1ed1n \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh Gartner tr\u01b0\u1edbc ti\u00ean ph\u1ea3i \u0111\u00e0o s\u00e2u t\u1ea7m nh\u00ecn v\u00e0 t\u1ea1o kh\u00f4ng gian cho vi\u1ec7c qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng. Theo m\u00f4 h\u00ecnh Gartner, c\u00e1c c\u00f4ng ty ph\u1ea3i nu\u00f4i d\u01b0\u1ee1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m b\u1eb1ng c\u00e1ch n\u00e2ng cao gi\u00e1 tr\u1ecb x\u00e3 h\u1ed9i c\u1ee7a m\u00ecnh (Tahir &amp; Zulkifli, 2011).<\/p>\n<p>Chi\u1ebfn l\u01b0\u1ee3c CRM<\/p>\n<p>M\u00f4 h\u00ecnh Gartner nh\u1ea5n m\u1ea1nh chi\u1ebfn l\u01b0\u1ee3c CRM l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng ph\u1ea3i \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp tr\u01b0\u1edbc khi thu h\u00fat kh\u00e1ch h\u00e0ng. \u0110\u1ec3 th\u00e0nh c\u00f4ng trong vi\u1ec7c qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng, c\u00e1c c\u00f4ng ty ph\u1ea3i hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 bi\u1ebfn th\u00f4ng tin n\u00e0y th\u00e0nh t\u00e0i s\u1ea3n b\u1eb1ng c\u00e1ch \u0111\u01b0a ra \u0111\u1ec1 xu\u1ea5t gi\u00e1 tr\u1ecb hi\u1ec7u qu\u1ea3.<\/p>\n<p>T\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n<p>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t gi\u00fap t\u1ea1o ra h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u t\u00edch c\u1ef1c, \u0111\u00e2y c\u0169ng l\u00e0 m\u1ee5c ti\u00eau l\u00e2u d\u00e0i c\u1ee7a c\u00f4ng ty. M\u00f4 h\u00ecnh CRM c\u1ee7a Gartner cho th\u1ea5y th\u00e0nh c\u00f4ng trong qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi ph\u1ea3i cung c\u1ea5p gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch li\u00ean t\u1ee5c, nhanh ch\u00f3ng, li\u00ean t\u1ee5c v\u00e0 kh\u00f4ng b\u1ecb gi\u00e1n \u0111o\u1ea1n. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi ph\u1ea3i hi\u1ec3u r\u00f5 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u01b0a ra gi\u1ea3i ph\u00e1p \u0111\u1ec3 \u0111\u00e1p \u1ee9ng t\u1ed1t nh\u1ea5t.<\/p>\n<p>\u0110\u1ecdc th\u00eam: CX l\u00e0 g\u00ec? 8 chi\u1ebfn l\u01b0\u1ee3c t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i cho doanh nghi\u1ec7p<\/p>\n<p>H\u1ee3p t\u00e1c t\u1ed5 ch\u1ee9c<\/p>\n<p>M\u00f4 h\u00ecnh c\u1ee7a Gartner gi\u1ea3i th\u00edch r\u1eb1ng c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 t\u1ea1o ra c\u00e1c m\u1ee5c ti\u00eau l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m th\u00f4ng qua chuy\u1ec3n \u0111\u1ed5i v\u0103n h\u00f3a. Ngo\u00e0i ra, vi\u1ec7c thu h\u00fat \u00fd t\u01b0\u1edfng t\u1eeb nh\u00e2n vi\u00ean, nh\u00e0 cung c\u1ea5p v\u00e0 \u0111\u1ed1i t\u00e1c \u0111\u1ea3m b\u1ea3o r\u1eb1ng t\u1ea5t c\u1ea3 c\u00e1c b\u00ean li\u00ean quan \u0111\u1ec1u \u0111\u1ed3ng t\u00ecnh v\u1edbi k\u1ebf ho\u1ea1ch th\u1ef1c hi\u1ec7n \u0111\u1ec1 xu\u1ea5t gi\u00e1 tr\u1ecb do t\u1ed5 ch\u1ee9c \u0111\u01b0a ra. K\u1ebft qu\u1ea3 l\u00e0, c\u00f4ng ty nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 ch\u1ea5p nh\u1eadn c\u1ee7a nh\u00e2n vi\u00ean v\u00e0 c\u1ea3i thi\u1ec7n s\u1ef1 h\u1ee3p t\u00e1c trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng (Starkey &amp; Woodcock, 2002).<\/p>\n<p>quy tr\u00ecnh CRM<\/p>\n<p>Theo m\u00f4 h\u00ecnh CRM c\u1ee7a Gartner, qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng bao g\u1ed3m vi\u1ec7c h\u1ed7 tr\u1ee3 v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y c\u0169ng bao g\u1ed3m vi\u1ec7c ph\u00e2n t\u00edch, l\u1eadp k\u1ebf ho\u1ea1ch v\u00e0 \u00e1p d\u1ee5ng qu\u1ea3n l\u00fd ki\u1ebfn \u200b\u200bth\u1ee9c v\u00e0o l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1c quy tr\u00ecnh CRM trong m\u00f4 h\u00ecnh Gartner l\u00e0 gi\u1ea3i ph\u00e1p k\u1ebft n\u1ed1i to\u00e0n b\u1ed9 m\u1ea1ng CRM. \u0110i\u1ec1u n\u00e0y l\u00e0m cho n\u00f3 tr\u1edf th\u00e0nh m\u1ed9t ph\u1ea7n c\u1ee7a m\u1ed7i b\u1ed9 ph\u1eadn ch\u1ee9 kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t kh\u00eda c\u1ea1nh ri\u00eang bi\u1ec7t c\u1ee7a t\u1eebng b\u1ed9 ph\u1eadn.<\/p>\n<p>Th\u00f4ng tin CRM<\/p>\n<p>T\u1ea5t c\u1ea3 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef v\u00e0 x\u1eed l\u00fd th\u00f4ng minh \u0111\u1ec3 qu\u1ea3n l\u00fd ch\u1eb7t ch\u1ebd nh\u01b0 m\u1ed9t ngu\u1ed3n t\u00e0i nguy\u00ean kinh doanh.<\/p>\n<p>C\u00f4ng ngh\u1ec7 CRM<\/p>\n<p>Ph\u00e2n t\u00edch c\u1ee7a Gartner v\u1ec1 8 c\u00f4ng ty Fortune 500 cho th\u1ea5y c\u00e1c c\u00f4ng ty th\u00e0nh c\u00f4ng s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 th\u00f4ng tin \u0111\u1ec3 t\u1eadn d\u1ee5ng ki\u1ebfn \u200b\u200bth\u1ee9c d\u1eef li\u1ec7u c\u1ee7a h\u1ecd nh\u1eb1m ph\u00e1t tri\u1ec3n c\u00e1c chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Tr\u00e1i tim. Khi c\u00e1c c\u00f4ng ty c\u00f3 c\u00f4ng ngh\u1ec7 t\u1ed1t h\u01a1n, h\u1ecd c\u00f3 th\u1ec3 v\u01b0\u01a1n l\u00ean d\u1eabn \u0111\u1ea7u trong l\u0129nh v\u1ef1c c\u1ee7a m\u00ecnh.<\/p>\n<p>s\u1ed1 li\u1ec7u CRM<\/p>\n<p>Theo m\u00f4 h\u00ecnh CRM c\u1ee7a Gartner, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i theo d\u00f5i th\u00e0nh c\u00f4ng v\u00e0 th\u1ea5t b\u1ea1i b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c s\u1ed1 li\u1ec7u b\u00ean trong v\u00e0 b\u00ean ngo\u00e0i. Khi c\u00e1c c\u00f4ng ty b\u1eaft \u0111\u1ea7u thi\u1ebft l\u1eadp c\u00e1c th\u01b0\u1edbc \u0111o \u0111\u1ec3 \u0111o l\u01b0\u1eddng s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a \u0111\u1ec1 xu\u1ea5t gi\u00e1 tr\u1ecb, h\u1ecd c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n \u0111\u1ed3ng th\u1eddi lo\u1ea1i b\u1ecf nh\u1eefng ph\u1ea7n d\u01b0 th\u1eeba. Cung c\u1ea5p d\u1ecbch v\u1ee5 m\u00e0 kh\u00f4ng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"500\" class=\"wp-image-31634\" src=\"https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-cua-gartner-1.jpeg\" alt=\"M\u00f4 h\u00ecnh CRM c\u1ee7a Gartner\" title=\"\" srcset=\"https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-cua-gartner-1.jpeg 800w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-cua-gartner-1-300x188.jpeg 300w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-cua-gartner-1-768x480.jpeg 768w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-cua-gartner-1-696x435.jpeg 696w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-cua-gartner-1-672x420.jpeg 672w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/> M\u00f4 h\u00ecnh CRM c\u1ee7a Gartner<\/p>\n<h3><a id=\"post-31623-_e6a82s7l08of\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh IDIC CRM<\/h3>\n<p>M\u00f4 h\u00ecnh IDIC \u0111\u01b0\u1ee3c T\u1eadp \u0111o\u00e0n Peppers v\u00e0 Rogers ph\u00e1t tri\u1ec3n nh\u01b0 m\u1ed9t k\u1ebf ho\u1ea1ch chi ti\u1ebft chung \u0111\u1ec3 tri\u1ec3n khai CRM trong nhi\u1ec1u t\u00ecnh hu\u1ed1ng kh\u00e1c nhau. IDIC l\u00e0 vi\u1ebft t\u1eaft c\u1ee7a b\u1ed1n giai \u0111o\u1ea1n tri\u1ec3n khai CRM: X\u00e1c \u0111\u1ecbnh, Ph\u00e2n bi\u1ec7t, T\u01b0\u01a1ng t\u00e1c v\u00e0 Th\u00edch \u1ee9ng.<\/p>\n<p>Nh\u1eadn d\u1ea1ng<\/p>\n<p>B\u01b0\u1edbc \u0111\u1ea7u ti\u00ean c\u1ee7a m\u00f4 h\u00ecnh IDIC trong CRM l\u00e0 x\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. C\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n \u0111i\u1ec1u n\u00e0y b\u1eb1ng c\u00e1ch thu th\u1eadp th\u00f4ng tin nh\u01b0 t\u00ean kh\u00e1ch h\u00e0ng, \u0111\u1ecba ch\u1ec9 v\u00e0 l\u1ecbch s\u1eed mua h\u00e0ng t\u1ea1i m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac trong to\u00e0n t\u1ed5 ch\u1ee9c. M\u1ee5c ti\u00eau l\u00e0 thu th\u1eadp c\u00e0ng nhi\u1ec1u th\u00f4ng tin ho\u1eb7c d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng c\u00e0ng t\u1ed1t \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n nhu c\u1ea7u, mong mu\u1ed1n v\u00e0 h\u00e0nh vi mua h\u00e0ng c\u1ee7a h\u1ecd.<\/p>\n<p>Ph\u00e2n bi\u1ec7t<\/p>\n<p>B\u01b0\u1edbc ti\u1ebfp theo c\u1ee7a m\u00f4 h\u00ecnh IDIC l\u00e0 ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i v\u00e0 mong \u0111\u1ee3i c\u1ee7a h\u1ecd. H\u00e3y nh\u1edb r\u1eb1ng: kh\u00f4ng ph\u1ea3i t\u1ea5t c\u1ea3 kh\u00e1ch h\u00e0ng \u0111\u1ec1u c\u00f3 gi\u00e1 tr\u1ecb nh\u01b0 nhau \u0111\u1ed1i v\u1edbi m\u1ed9t c\u00f4ng ty.<\/p>\n<p>\u0110i\u1ec1u n\u00e0y cho ph\u00e9p b\u1ea1n \u01b0u ti\u00ean c\u00e1c n\u1ed7 l\u1ef1c CRM c\u1ee7a m\u00ecnh cho nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 gi\u00e1 tr\u1ecb nh\u1ea5t v\u00e0 \u0111i\u1ec1u ch\u1ec9nh c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee7a b\u1ea1n cho ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng ph\u00e2n kh\u00fac \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c l\u1ee3i nhu\u1eadn t\u1ed1i \u01b0u.<\/p>\n<p>T\u01b0\u01a1ng t\u00e1c<\/p>\n<p>Giai \u0111o\u1ea1n t\u01b0\u01a1ng t\u00e1c trong m\u00f4 h\u00ecnh IDIC CRM thi\u00ean v\u1ec1 vi\u1ec7c cho kh\u00e1ch h\u00e0ng th\u1ea5y r\u1eb1ng b\u1ea1n quan t\u00e2m \u0111\u1ebfn nhu c\u1ea7u c\u1ee7a h\u1ecd v\u00e0 bi\u1ebft c\u00e1ch \u0111\u00e1p \u1ee9ng ch\u00fang. V\u00ed d\u1ee5: b\u1ea1n c\u00f3 th\u1ec3 khuy\u1ebfn kh\u00edch nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 gi\u00e1 tr\u1ecb mua h\u00e0ng b\u1eb1ng c\u00e1ch cung c\u1ea5p cho h\u1ecd nh\u1eefng l\u1ee3i \u00edch b\u1ed5 sung nh\u01b0 gi\u1ea3m gi\u00e1, khuy\u1ebfn m\u00e3i l\u1edbn ho\u1eb7c phi\u1ebfu th\u01b0\u1edfng ho\u1eb7c b\u1eb1ng c\u00e1ch g\u1eedi cho h\u1ecd email ho\u1eb7c SMS th\u01b0\u1eddng xuy\u00ean \u0111\u1ec3 thu h\u00fat s\u1ef1 quan t\u00e2m c\u1ee7a h\u1ecd. \u2026H\u00e3y nh\u1edb h\u1ecdc h\u1ecfi t\u1eeb m\u1ecdi t\u01b0\u01a1ng t\u00e1c \u0111\u1ec3 li\u00ean t\u1ee5c c\u1ea3i thi\u1ec7n c\u00e1c t\u01b0\u01a1ng t\u00e1c trong t\u01b0\u01a1ng lai.<\/p>\n<p>phong t\u1ee5c<\/p>\n<p>Trong m\u00f4 h\u00ecnh IDIC, c\u00e1 nh\u00e2n h\u00f3a c\u0169ng c\u00f3 ngh\u0129a l\u00e0 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m cho t\u1eebng kh\u00e1ch h\u00e0ng. \u0110\u1eb7c bi\u1ec7t, d\u1ef1a tr\u00ean s\u1ef1 hi\u1ec3u bi\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng, c\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh vi\u1ec7c cung c\u1ea5p s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 sao cho ph\u00f9 h\u1ee3p nh\u1ea5t c\u00f3 th\u1ec3 v\u1edbi mong mu\u1ed1n v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>Mang l\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a l\u00e0 m\u1ed9t trong nh\u1eefng c\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t \u0111\u1ec3 th\u1ec3 hi\u1ec7n r\u1eb1ng b\u1ea1n th\u1ef1c s\u1ef1 quan t\u00e2m \u0111\u1ebfn kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. B\u1eb1ng c\u00e1ch li\u00ean t\u1ee5c ph\u1ea3n h\u1ed3i c\u00e1c ph\u1ea3n h\u1ed3i, gi\u1ea3m thi\u1ec3u c\u00e1c \u0111i\u1ec3m y\u1ebfu v\u00e0 t\u1ed1i \u01b0u h\u00f3a h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng cho t\u1eebng ph\u00e2n kh\u00fac, b\u1ea1n c\u00f3 th\u1ec3 theo k\u1ecbp nhu c\u1ea7u lu\u00f4n thay \u0111\u1ed5i c\u1ee7a th\u1ecb tr\u01b0\u1eddng hi\u1ec7n \u0111\u1ea1i.<\/p>\n<p>Idic-Modell trong CRM<\/p>\n<h3><a id=\"post-31623-_qrg5ydbq2sdo\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh QCI trong CRM<\/h3>\n<p>M\u00f4 h\u00ecnh CRM QCI (Ch\u1ec9 s\u1ed1 c\u1ea1nh tranh ch\u1ea5t l\u01b0\u1ee3ng) \u0111\u01b0\u1ee3c m\u00f4 t\u1ea3 nh\u01b0 m\u1ed9t ph\u01b0\u01a1ng ph\u00e1p qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng h\u01a1n l\u00e0 c\u1ea3i thi\u1ec7n m\u1ed1i quan h\u1ec7 v\u1edbi h\u1ecd. M\u00f4 h\u00ecnh QCI trong CRM t\u1eadp trung v\u00e0o 8 th\u00e0nh ph\u1ea7n ch\u00ednh:<\/p>\n<ul>\n<li>Ph\u00e2n t\u00edch v\u00e0 l\u1eadp k\u1ebf ho\u1ea1ch: Thu th\u1eadp v\u00e0 x\u1eed l\u00fd d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u00ecm ra gi\u00e1 tr\u1ecb m\u00e0 c\u00f4ng ty c\u00f3 th\u1ec3 mang l\u1ea1i cho h\u1ecd.<\/li>\n<li>\u0110\u1ec1 xu\u1ea5t: D\u1ef1a tr\u00ean nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111\u1ec1 xu\u1ea5t gi\u1ea3i ph\u00e1p gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd<\/li>\n<li>Th\u00f4ng tin v\u00e0 C\u00f4ng ngh\u1ec7: T\u1eadn d\u1ee5ng c\u00f4ng ngh\u1ec7 v\u00e0 ph\u1ea7n m\u1ec1m h\u1ed7 tr\u1ee3 \u0111\u1ec3 thu th\u1eadp, ph\u00e2n t\u00edch, l\u01b0u tr\u1eef d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng v\u00e0 li\u00ean t\u1ee5c c\u1eadp nh\u1eadt c\u00f4ng ngh\u1ec7 khi c\u1ea7n thi\u1ebft.<\/li>\n<li>Con ng\u01b0\u1eddi v\u00e0 T\u1ed5 ch\u1ee9c: Ph\u00e2n c\u00f4ng t\u1eebng nh\u00e2n vi\u00ean v\u00e0o t\u1eebng v\u1ecb tr\u00ed v\u1edbi c\u00e1c nhi\u1ec7m v\u1ee5 \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh c\u1ee5 th\u1ec3 nh\u01b0 t\u01b0\u01a1ng t\u00e1c, h\u1ed7 tr\u1ee3, ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, v.v.<\/li>\n<li>Qu\u1ea3n l\u00fd quy tr\u00ecnh: \u0110\u1ea3m b\u1ea3o b\u1ed9 ba b\u00e1n h\u00e0ng, ti\u1ebfp th\u1ecb v\u00e0 d\u1ecbch v\u1ee5 lu\u00f4n ho\u1ea1t \u0111\u1ed9ng \u0111\u1ed3ng b\u1ed9 v\u00e0 nh\u1ea5t qu\u00e1n \u0111\u1ec3 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t. H\u00e3y ch\u00fa \u00fd theo d\u00f5i qu\u00e1 tr\u00ecnh th\u1ef1c hi\u1ec7n c\u00f4ng vi\u1ec7c \u0111\u1ec3 ch\u1ee7 \u0111\u1ed9ng ph\u00e1t hi\u1ec7n nh\u1eefng t\u1ed3n t\u1ea1i v\u00e0 c\u1ea3i ti\u1ebfn k\u1ecbp th\u1eddi.<\/li>\n<li>Qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng: Qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng trong m\u00f4 h\u00ecnh CRM-QCI bao g\u1ed3m ba giai \u0111o\u1ea1n: Thu h\u00fat (thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi v\u00e0 t\u00ecm hi\u1ec3u th\u00eam v\u1ec1 h\u1ecd), Th\u00e2m nh\u1eadp (thu th\u1eadp th\u00f4ng tin v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 gi\u00fap h\u1ecd c\u1ea3m th\u1ea5y g\u1eafn k\u1ebft v\u1edbi c\u00f4ng ty) v\u00e0 Gi\u1eef ch\u00e2n (gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng \u0111\u1ec3 r\u00e0ng bu\u1ed9c). c\u00e1c c\u00f4ng ty). c\u00f3 th\u1ec3 bao g\u1ed3m vi\u1ec7c gi\u00e0nh l\u1ea1i nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng).<\/li>\n<li>\u0110o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3: \u0110o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a t\u1eebng b\u1ed9 ph\u1eadn b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng d\u1eef li\u1ec7u doanh s\u1ed1 v\u00e0 kh\u1ed1i l\u01b0\u1ee3ng b\u00e1n h\u00e0ng.<\/li>\n<li>Tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng: T\u01b0\u01a1ng t\u1ef1 nh\u01b0 b\u01b0\u1edbc \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 nh\u01b0ng b\u01b0\u1edbc n\u00e0y cho th\u1ea5y c\u00e1c b\u1ed9 ph\u1eadn \u0111\u00f3ng g\u00f3p nh\u01b0 th\u1ebf n\u00e0o v\u00e0o s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c.<\/li>\n<\/ul>\n<p>V\u00ed d\u1ee5 v\u1ec1 m\u00f4 h\u00ecnh QCI c\u1ee7a VNM<\/p>\n<p>V\u1edbi tr\u01b0\u1eddng h\u1ee3p c\u1ee7a VNM, QCI c\u00f3 th\u1ec3 hi\u1ec3u l\u00e0 m\u00f4 h\u00ecnh qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng to\u00e0n di\u1ec7n bao g\u1ed3m ki\u1ec3m so\u00e1t ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 c\u1ea3i ti\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng. M\u00f4 h\u00ecnh n\u00e0y gi\u00fap VNM \u0111\u1ea3m b\u1ea3o s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh \u0111\u1ea1t ti\u00eau chu\u1ea9n ch\u1ea5t l\u01b0\u1ee3ng cao nh\u1ea5t, t\u1eeb \u0111\u00f3 \u0111\u00e1p \u1ee9ng t\u1ed1t h\u01a1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 n\u00e2ng cao n\u0103ng l\u1ef1c c\u1ea1nh tranh c\u1ee7a c\u00f4ng ty.<\/p>\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 v\u00ed d\u1ee5 c\u1ee5 th\u1ec3 v\u1ec1 c\u00e1ch VNM \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh QCI v\u00e0o ho\u1ea1t \u0111\u1ed9ng s\u1ea3n xu\u1ea5t kinh doanh c\u1ee7a m\u00ecnh:<\/p>\n<ul>\n<li>VNM c\u00f3 h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng to\u00e0n di\u1ec7n, bao g\u1ed3m c\u00e1c quy tr\u00ecnh, th\u1ee7 t\u1ee5c ki\u1ec3m so\u00e1t ch\u1ea5t l\u01b0\u1ee3ng nghi\u00eam ng\u1eb7t.<\/li>\n<li>VNM c\u00f3 \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n v\u00e0 chuy\u00ean nghi\u1ec7p.<\/li>\n<li>VNM s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 ti\u00ean ti\u1ebfn \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5.<\/li>\n<\/ul>\n<p>M\u00f4 h\u00ecnh QCI \u0111\u00e3 gi\u00fap VNM n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, t\u1eeb \u0111\u00f3 \u0111\u00e1p \u1ee9ng t\u1ed1t h\u01a1n nhu c\u1ea7u kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng kh\u1ea3 n\u0103ng c\u1ea1nh tranh c\u1ee7a c\u00f4ng ty.<\/p>\n<h3><a id=\"post-31623-_d0pq85igafb6\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM n\u0103m l\u1ef1c l\u01b0\u1ee3ng c\u1ee7a Payne v\u00e0 Frow<\/h3>\n<p>M\u00f4 h\u00ecnh CRM 5 b\u01b0\u1edbc c\u1ee7a Payne &amp; Frow gi\u1ea3i th\u00edch c\u00e1c b\u01b0\u1edbc c\u1ed1t l\u00f5i trong qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng, bao g\u1ed3m x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c, t\u1ea1o ra gi\u00e1 tr\u1ecb, t\u00edch h\u1ee3p \u0111a k\u00eanh, \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t v\u00e0 qu\u1ea3n l\u00fd th\u00f4ng tin.<\/p>\n<ul>\n<li>X\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c: \u0110\u1ec3 qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3, b\u1ea1n c\u1ea7n t\u1eadp trung x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c kinh doanh v\u00e0 chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng. Chi\u1ebfn l\u01b0\u1ee3c kinh doanh gi\u00fap \u0111\u1ecbnh h\u01b0\u1edbng v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1ch c\u1ea1nh tranh tr\u00ean th\u1ecb tr\u01b0\u1eddng cho s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, c\u00f2n chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng gi\u00fap ph\u00e2n t\u00edch, t\u1ed5ng h\u1ee3p c\u00e1c \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau.<\/li>\n<li>T\u1ea1o gi\u00e1 tr\u1ecb: B\u01b0\u1edbc n\u00e0y x\u00e1c \u0111\u1ecbnh gi\u00e1 tr\u1ecb b\u1ea1n cung c\u1ea5p cho kh\u00e1ch h\u00e0ng v\u00e0 ng\u01b0\u1ee3c l\u1ea1i. H\u00e3y lu\u00f4n nh\u1edb: kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u1edbi c\u00f4ng ty c\u1ee7a b\u1ea1n v\u00ec b\u1ea1n mang \u0111\u1ebfn cho h\u1ecd nh\u1eefng gi\u00e1 tr\u1ecb gia t\u0103ng. V\u00ec v\u1eady, h\u00e3y t\u1ea1o s\u1ef1 kh\u00e1c bi\u1ec7t th\u00f4ng qua gi\u00e1 tr\u1ecb gia t\u0103ng v\u00e0 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n c\u00e0ng nhi\u1ec1u gi\u00e1 tr\u1ecb gia t\u0103ng kh\u00e1c bi\u1ec7t c\u00e0ng t\u1ed1t.<\/li>\n<li>T\u00edch h\u1ee3p \u0111a k\u00eanh: T\u00edch h\u1ee3p \u0111a k\u00eanh trong m\u00f4 h\u00ecnh CRM c\u1ee7a Payne v\u00e0 Frow l\u00e0 qu\u00e1 tr\u00ecnh ph\u1ed1i h\u1ee3p \u0111\u1ed3ng b\u1ed9 gi\u1eefa c\u00e1c ph\u00f2ng ban, b\u1ed9 ph\u1eadn trong c\u00f4ng ty \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c li\u1ec1n m\u1ea1ch.<\/li>\n<li>\u0110\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t: \u0110\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t cung c\u1ea5p th\u00f4ng tin v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, quy tr\u00ecnh b\u00e1n h\u00e0ng v\u00e0 l\u00e0m vi\u1ec7c, \u0111\u1ed3ng th\u1eddi gi\u00fap c\u00f4ng ty th\u1ef1c hi\u1ec7n c\u00e1c c\u1ea3i ti\u1ebfn v\u00e0 \u0111i\u1ec1u ch\u1ec9nh ph\u00f9 h\u1ee3p.<\/li>\n<li>Qu\u1ea3n l\u00fd th\u00f4ng tin: \u0110\u00e2y l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng trong vi\u1ec7c ra quy\u1ebft \u0111\u1ecbnh v\u00e0 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a ho\u1ea1t \u0111\u1ed9ng qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch qu\u1ea3n l\u00fd v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, c\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 t\u1ea1o ra c\u00e1c k\u1ebf ho\u1ea1ch ph\u00f9 h\u1ee3p v\u00e0 \u0111\u00e1nh gi\u00e1 l\u1ea1i hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng c\u1ee7a m\u00ecnh.<\/li>\n<\/ul>\n<h3><a id=\"post-31623-_mot6vu5jjhor\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM cho ho\u1ea1ch \u0111\u1ecbnh \u0111\u1ea7u t\u01b0 chi\u1ebfn l\u01b0\u1ee3c<\/h3>\n<p>M\u00f4 h\u00ecnh ho\u1ea1ch \u0111\u1ecbnh chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ea7u t\u01b0 CRM l\u00e0 m\u00f4 h\u00ecnh gi\u00fap c\u00e1c c\u00f4ng ty \u0111\u1eb7t ra c\u00e1c m\u1ee5c ti\u00eau v\u00e0 \u01b0u ti\u00ean \u0111\u1ea7u t\u01b0 CRM theo nhu c\u1ea7u v\u00e0 kh\u1ea3 n\u0103ng c\u1ee7a m\u00ecnh. M\u00f4 h\u00ecnh n\u00e0y bao g\u1ed3m c\u00e1c b\u01b0\u1edbc sau:<\/p>\n<p>1. \u0110\u1eb7t m\u1ee5c ti\u00eau CRM: B\u01b0\u1edbc \u0111\u1ea7u ti\u00ean l\u00e0 \u0111\u1eb7t m\u1ee5c ti\u00eau CRM c\u1ee7a c\u00f4ng ty. Nh\u1eefng m\u1ee5c ti\u00eau n\u00e0y c\u00f3 th\u1ec3 bao g\u1ed3m:<\/p>\n<ul>\n<li>T\u0103ng doanh thu b\u00e1n h\u00e0ng<\/li>\n<li>C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/li>\n<li>T\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh kinh doanh<\/li>\n<li>Bi\u1ec7n ph\u00e1p ti\u1ebft ki\u1ec7m<\/li>\n<\/ul>\n<p>2. Ph\u00e2n t\u00edch tr\u1ea1ng th\u00e1i CRM hi\u1ec7n t\u1ea1i: B\u01b0\u1edbc ti\u1ebfp theo l\u00e0 ph\u00e2n t\u00edch tr\u1ea1ng th\u00e1i CRM hi\u1ec7n t\u1ea1i c\u1ee7a c\u00f4ng ty. \u0110i\u1ec1u n\u00e0y bao g\u1ed3m vi\u1ec7c \u0111\u00e1nh gi\u00e1 c\u00e1c h\u1ec7 th\u1ed1ng v\u00e0 quy tr\u00ecnh CRM hi\u1ec7n t\u1ea1i c\u0169ng nh\u01b0 x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m m\u1ea1nh, \u0111i\u1ec3m y\u1ebfu, c\u01a1 h\u1ed9i v\u00e0 r\u1ee7i ro.<\/p>\n<p>3. X\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c CRM: B\u01b0\u1edbc th\u1ee9 ba l\u00e0 x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c CRM. Chi\u1ebfn l\u01b0\u1ee3c n\u00e0y n\u00ean bao g\u1ed3m c\u00e1c m\u1ee5c ti\u00eau, \u01b0u ti\u00ean, KPI v\u00e0 k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng.<\/p>\n<p>4. Tri\u1ec3n khai chi\u1ebfn l\u01b0\u1ee3c CRM: B\u01b0\u1edbc cu\u1ed1i c\u00f9ng l\u00e0 tri\u1ec3n khai chi\u1ebfn l\u01b0\u1ee3c CRM. \u0110i\u1ec1u n\u00e0y bao g\u1ed3m vi\u1ec7c tri\u1ec3n khai c\u00e1c h\u1ec7 th\u1ed1ng v\u00e0 quy tr\u00ecnh m\u1edbi c\u0169ng nh\u01b0 \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean v\u1ec1 CRM.<\/p>\n<p>M\u00f4 h\u00ecnh l\u1eadp k\u1ebf ho\u1ea1ch CRM cho chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ea7u t\u01b0 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c c\u00e1c c\u00f4ng ty thu\u1ed9c m\u1ecdi quy m\u00f4 v\u00e0 ng\u00e0nh ngh\u1ec1 s\u1eed d\u1ee5ng. V\u1edbi m\u00f4 h\u00ecnh n\u00e0y, c\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd \u0111\u1ea7u t\u01b0 v\u00e0o CRM m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 v\u00e0 ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/p>\n<h3><a id=\"post-31623-_y9i4vwuv0r88\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh kh\u00e1i ni\u1ec7m CRM<\/h3>\n<p>M\u00f4 h\u00ecnh kh\u00e1i ni\u1ec7m CRM bao g\u1ed3m 5 y\u1ebfu t\u1ed1 ch\u00ednh:<\/p>\n<ul>\n<li>\u0110\u1ecbnh h\u01b0\u1edbng quan h\u1ec7 kh\u00e1ch h\u00e0ng: \u0110\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m trong m\u1ecdi vi\u1ec7c ch\u00fang t\u00f4i l\u00e0m<\/li>\n<li>C\u00f4ng ngh\u1ec7 CRM: bao g\u1ed3m to\u00e0n b\u1ed9 c\u00f4ng ngh\u1ec7 th\u00f4ng tin v\u00e0 c\u01a1 s\u1edf h\u1ea1 t\u1ea7ng \u0111\u1ea3m b\u1ea3o qu\u1ea3n l\u00fd d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng<\/li>\n<li>T\u00ednh n\u0103ng CRM: \u0110\u1ec3 gia t\u0103ng gi\u00e1 tr\u1ecb, m\u00f4 h\u00ecnh CRM ph\u1ea3i c\u00f3 c\u00e1c t\u00ednh n\u0103ng t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, bao g\u1ed3m c\u00e1c quy tr\u00ecnh t\u1eeb ti\u1ebfp nh\u1eadn, x\u1eed l\u00fd \u0111\u1ebfn gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/li>\n<li>Quy tr\u00ecnh th\u00f4ng tin: Cung c\u1ea5p c\u00e1c ho\u1ea1t \u0111\u1ed9ng thu th\u1eadp v\u00e0 qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c th\u00f4ng tin chi ti\u1ebft v\u00e0 \u0111\u1ea7y \u0111\u1ee7 nh\u1ea5t v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 gi\u00fap c\u00f4ng ty hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng.<\/li>\n<li>Ki\u1ec3m so\u00e1t hi\u1ec7u su\u1ea5t t\u1ed5ng th\u1ec3: Ki\u1ec3m so\u00e1t hi\u1ec7u su\u1ea5t t\u1ed5ng th\u1ec3 l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 quan tr\u1ecdng trong m\u00f4 h\u00ecnh CRM v\u00e0 gi\u00fap c\u00e1c c\u00f4ng ty hi\u1ec3u \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 ti\u1ebfp th\u1ecb v\u00e0 c\u00e1 nh\u00e2n trong t\u1ed5 ch\u1ee9c.<\/li>\n<\/ul>\n<h3><a id=\"post-31623-_1ilnfpmhu0ut\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM c\u1ee7a Forrester<\/h3>\n<p>M\u00f4 h\u00ecnh Forrester \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n v\u00e0o n\u0103m 2008 d\u1ef1a tr\u00ean nh\u1eefng c\u1ea3i ti\u1ebfn v\u1ec1 s\u1ed1 li\u1ec7u hi\u1ec7u su\u1ea5t CRM c\u1ee7a Gartner. Theo \u0111\u00f3, m\u00f4 h\u00ecnh Forrester CRM bao g\u1ed3m 4 y\u1ebfu t\u1ed1: chi\u1ebfn l\u01b0\u1ee3c, quy tr\u00ecnh, con ng\u01b0\u1eddi v\u00e0 c\u00f4ng ngh\u1ec7.<\/p>\n<p>M\u00f4 h\u00ecnh n\u00e0y \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n d\u1ef1a tr\u00ean nghi\u00ean c\u1ee9u v\u00e0 ph\u00e2n t\u00edch t\u1eeb h\u00e0ng tr\u0103m c\u00f4ng ty \u0111\u00e3 tri\u1ec3n khai CRM, c\u0169ng nh\u01b0 \u0111\u00e1nh gi\u00e1 t\u1eeb nhi\u1ec1u nh\u00e0 cung c\u1ea5p gi\u1ea3i ph\u00e1p CRM v\u00e0 c\u00e1c chuy\u00ean gia t\u01b0 v\u1ea5n chuy\u00ean nghi\u1ec7p.<\/p>\n<p>M\u00f4 h\u00ecnh n\u00e0y \u0111\u1eb7c bi\u1ec7t h\u1eefu \u00edch cho c\u00e1c c\u00f4ng ty \u0111ang mu\u1ed1n b\u1eaft \u0111\u1ea7u ho\u1eb7c c\u1ea3i thi\u1ec7n ch\u01b0\u01a1ng tr\u00ecnh CRM c\u1ee7a m\u00ecnh. Ngo\u00e0i ra, th\u1ebb \u0111i\u1ec3m hi\u1ec7u su\u1ea5t m\u00f4 h\u00ecnh CRM c\u1ee7a Forrester c\u0169ng hi\u1ec3n th\u1ecb c\u00e1c ti\u00eau ch\u00ed m\u00e0 c\u00e1c c\u00f4ng ty s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t t\u1ed5ng th\u1ec3 c\u1ee7a c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh CRM c\u1ee7a h\u1ecd.<\/p>\n<h2><a id=\"post-31623-_4bii88v2blp\" data-page-optimizer-editable=\"true\"><\/a>Nghi\u00ean c\u1ee9u \u0111i\u1ec3n h\u00ecnh v\u1ec1 \u1ee9ng d\u1ee5ng m\u00f4 h\u00ecnh CRM th\u00e0nh c\u00f4ng<\/h2>\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 \u1ee9ng d\u1ee5ng m\u00f4 h\u00ecnh CRM th\u00e0nh c\u00f4ng trong th\u1ef1c t\u1ebf:<\/p>\n<h3><a id=\"post-31623-_l8vkhq58brj7\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM CRM<\/h3>\n<p>V\u00ec \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m v\u00e0 hi\u1ec3u t\u1ea7m quan tr\u1ecdng c\u1ee7a m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng n\u00ean coi CRM l\u00e0 m\u1ed9t h\u1ec7 th\u1ed1ng \u201cs\u1ed1ng c\u00f2n\u201d trong ho\u1ea1t \u0111\u1ed9ng kinh doanh, \u0111\u1eb7c bi\u1ec7t \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng B2B \u2013 \u0111\u1ea1i l\u00fd. . Th\u1ef1c t\u1ebf tr\u01b0\u1edbc v\u00e0 sau khi \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh CRM t\u1ea1i VNM:<\/p>\n<h4><a id=\"post-31623-_vq9vnk9zf50n\" data-page-optimizer-editable=\"true\"><\/a>Tr\u01b0\u1edbc khi \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh CRM<\/h4>\n<ul>\n<li>Qu\u1ea3n l\u00fd k\u00eanh b\u00e1n h\u00e0ng kh\u00f3<\/li>\n<li>X\u00e2y d\u1ef1ng v\u00e0 qu\u1ea3n l\u00fd k\u00eanh b\u00e1n h\u00e0ng n\u00f4ng th\u00f4n \u0111\u00f2i h\u1ecfi nhi\u1ec1u th\u1eddi gian v\u00e0 ti\u1ec1n b\u1ea1c<\/li>\n<li>S\u1ef1 gi\u00e1n \u0111o\u1ea1n th\u00f4ng tin gi\u1eefa c\u00e1c giai \u0111o\u1ea1n trung gian<\/li>\n<\/ul>\n<h4><a id=\"post-31623-_mvs9ipv6sfs9\" data-page-optimizer-editable=\"true\"><\/a>Sau khi \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh CRM<\/h4>\n<p>Hi\u1ec7n nay, VNM \u0111ang s\u1eed d\u1ee5ng \u0111\u1ed3ng th\u1eddi 3 gi\u1ea3i ph\u00e1p qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng n\u1ed5i ti\u1ebfng t\u1eeb n\u0103m 2007 l\u00e0 Oracle, SAP v\u00e0 Microsoft. Nh\u1eefng thay \u0111\u1ed5i t\u00edch c\u1ef1c sau khi VNM gi\u1edbi thi\u1ec7u h\u1ec7 th\u1ed1ng CRM bao g\u1ed3m:<\/p>\n<ul>\n<li>B\u1ed9 ph\u1eadn kinh doanh: r\u00fat ng\u1eafn chu k\u1ef3 b\u00e1n h\u00e0ng, t\u0103ng doanh s\u1ed1, doanh s\u1ed1 b\u00ecnh qu\u00e2n th\u00e1ng<\/li>\n<li>Ph\u00f2ng Marketing: Gi\u1ea3m chi ph\u00ed t\u00ecm ki\u1ebfm c\u01a1 h\u1ed9i v\u00e0 chuy\u1ec3n \u0111\u1ed5i h\u1ecd th\u00e0nh kh\u00e1ch h\u00e0ng (do \u0111\u00f3 l\u00e0m gi\u1ea3m CAC c\u1ee7a c\u00f4ng ty) v\u00e0 c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i c\u1ee7a c\u00e1c chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb<\/li>\n<li>Ph\u00f2ng CSKH: N\u00e2ng cao y\u1ebfu t\u1ed1 h\u00e0i l\u00f2ng, r\u00fat \u200b\u200bng\u1eafn th\u1eddi gian ph\u1ea3n h\u1ed3i, t\u0103ng hi\u1ec7u qu\u1ea3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng&#8230;<\/li>\n<\/ul>\n<p>B\u1eb1ng s\u1ef1 n\u1ed7 l\u1ef1c kh\u00f4ng m\u1ec7t m\u1ecfi c\u1ee7a to\u00e0n b\u1ed9 b\u1ed9 m\u00e1y v\u00e0 vi\u1ec7c \u00e1p d\u1ee5ng hi\u1ec7u qu\u1ea3 m\u00f4 h\u00ecnh CRM, VNM ti\u1ebfp t\u1ee5c gi\u1eef v\u1eefng v\u1ecb th\u1ebf d\u1eabn \u0111\u1ea7u ng\u00e0nh s\u1eefa Vi\u1ec7t Nam v\u00e0 kh\u00f4ng ng\u1eebng gia t\u0103ng th\u1ecb ph\u1ea7n.<\/p>\n<h3><a id=\"post-31623-_q58kf1yxe93f\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM c\u1ee7a Coca-Cola<\/h3>\n<p>Coca Cola \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh QCI CRM v\u1edbi h\u1ec7 th\u1ed1ng SAP v\u00e0 Salesforces trong qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng. Coca-Cola \u0111\u1ea3m b\u1ea3o s\u1ef1 hi\u1ec7n di\u1ec7n to\u00e0n c\u1ea7u b\u1eb1ng c\u00e1ch k\u1ebft h\u1ee3p chi\u1ebfn l\u01b0\u1ee3c to\u00e0n c\u1ea7u v\u1edbi c\u00e1c y\u1ebfu t\u1ed1 ph\u00f9 h\u1ee3p v\u1edbi \u0111\u1ecba ph\u01b0\u01a1ng.<\/p>\n<p>L\u00fd do cho \u0111i\u1ec1u n\u00e0y l\u00e0 \u0111\u1ec3 gi\u1eef cho th\u01b0\u01a1ng hi\u1ec7u hi\u1ec7n di\u1ec7n tr\u00ean to\u00e0n c\u1ea7u, nh\u01b0ng \u0111\u1ed3ng th\u1eddi ph\u1ea3i linh ho\u1ea1t nh\u1ea5t c\u00f3 th\u1ec3 \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u, mong mu\u1ed1n v\u00e0 th\u00f3i quen \u0111\u1ecba ph\u01b0\u01a1ng tr\u00ean to\u00e0n th\u1ebf gi\u1edbi (Jabbar, 2016).<\/p>\n<p>Coca-Cola \u0111\u00e3 s\u1eed d\u1ee5ng m\u00f4 h\u00ecnh QCI CRM sau khi s\u1eed d\u1ee5ng m\u1ed9t h\u1ec7 th\u1ed1ng c\u0169 t\u1ecf ra kh\u00f4ng hi\u1ec7u qu\u1ea3 (Payne &amp; Frow, 2013). H\u1ec7 th\u1ed1ng c\u0169 kh\u00f4ng hi\u1ec7u qu\u1ea3 v\u00e0 kh\u00f4ng th\u00e2n thi\u1ec7n v\u1edbi ng\u01b0\u1eddi d\u00f9ng do chi ph\u00ed cao. Chi\u1ebfn l\u01b0\u1ee3c kinh doanh c\u1ee7a Coca Cola l\u00e0 suy ngh\u0129 \u0111\u1ecba ph\u01b0\u01a1ng v\u00e0 h\u00e0nh \u0111\u1ed9ng \u0111\u1ecba ph\u01b0\u01a1ng. Hi\u1ec7u qu\u1ea3 chung c\u1ee7a c\u00f4ng ty ph\u1ee5 thu\u1ed9c v\u00e0o s\u1ef1 ph\u1ed1i h\u1ee3p c\u1ee7a c\u00e1c \u0111\u1ed1i t\u00e1c b\u00e1n h\u00e0ng \u0111\u1ecba ph\u01b0\u01a1ng v\u00e0 \u0111\u1ea3m b\u1ea3o s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>V\u1edbi h\u1ec7 th\u1ed1ng CRM, d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c thu th\u1eadp gi\u00fap c\u1ea3i thi\u1ec7n vi\u1ec7c ki\u1ec3m so\u00e1t chi ph\u00ed khi ph\u00e2n ph\u1ed1i s\u1ea3n ph\u1ea9m. C\u00e1c c\u1eeda h\u00e0ng s\u1eed d\u1ee5ng th\u00f4ng tin chi ti\u1ebft \u0111\u1ec3 \u0111\u00e1p \u1ee9ng y\u00eau c\u1ea7u c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng trong m\u1ed9t quy tr\u00ecnh hi\u1ec7u qu\u1ea3 cao. CRM gi\u00fap c\u1eadp nh\u1eadt v\u00e0 t\u0103ng th\u1ecb ph\u1ea7n c\u1ee7a c\u00f4ng ty \u0111\u1ed3ng th\u1eddi n\u00e2ng cao danh ti\u1ebfng c\u1ee7a c\u00f4ng ty tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/p>\n<h2><a id=\"post-31623-_b8rp3ifucbr2\" data-page-optimizer-editable=\"true\"><\/a>Tri\u1ec3n khai m\u00f4 h\u00ecnh CRM hi\u1ec7u qu\u1ea3 v\u1edbi ph\u1ea7n m\u1ec1mMeeyCRM<\/h2>\n<p>MeeyCRM l\u00e0 ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u h\u00f3a cho c\u00e1c doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf. ApplicationMeeyCRM M\u00f4 h\u00ecnh CRM gi\u1ea3i quy\u1ebft nhi\u1ec1u \u0111i\u1ec3m ngh\u1ebdn cho c\u00e1c c\u00f4ng ty thu\u1ed9c c\u00e1c ng\u00e0nh kh\u00e1c nhau:<\/p>\n<ul>\n<li>CRM Marketing: Gi\u1ea3i ph\u00f3ng c\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb kh\u1ecfi s\u1ef1 ph\u1ee9c t\u1ea1p c\u1ee7a c\u00f4ng ngh\u1ec7 v\u00e0 d\u1eef li\u1ec7u: t\u1ef1 \u0111\u1ed9ng h\u00f3a ti\u1ebfp th\u1ecb v\u1edbi t\u1ef1 \u0111\u1ed9ng h\u00f3a ti\u1ebfp th\u1ecb, thu th\u1eadp kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng qua bi\u1ec3u m\u1eabu web v\u00e0 t\u1ef1 \u0111\u1ed9ng ph\u00e2n chia theo doanh s\u1ed1, b\u00e1o c\u00e1o tr\u1ef1c quan \u0111\u1ec3 d\u1ec5 d\u00e0ng \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a ti\u1ebfp th\u1ecb k\u00eanh<\/li>\n<li>B\u00e1n h\u00e0ng CRM: \u0110\u1ea9y nhanh doanh s\u1ed1, ch\u1ed1t doanh s\u1ed1 nhanh ch\u00f3ng v\u1edbi quy tr\u00ecnh b\u00e1n h\u00e0ng B2B ti\u00eau chu\u1ea9n qu\u1ed1c t\u1ebf, b\u1ea3ng \u0111i\u1ec1u khi\u1ec3n b\u00e1n h\u00e0ng hi\u1ec7n \u0111\u1ea1i gi\u00fap \u0111\u1ea1i di\u1ec7n b\u00e1n h\u00e0ng \u0111\u1ea1t ch\u1ec9 ti\u00eau&#8230;<\/li>\n<li>D\u1ecbch v\u1ee5 CRM: Ti\u1ebft ki\u1ec7m chi ph\u00ed t\u1ed1i \u0111a, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 v\u1edbi h\u1ec7 th\u1ed1ng ticket, h\u1ec7 th\u1ed1ng call center, \u0111\u1eb7t l\u1ecbch h\u1eb9n d\u1ec5 d\u00e0ng&#8230;<\/li>\n<li>CRM \u2013 Collaborative: N\u00e2ng cao t\u00ednh t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00e1c t\u00ednh n\u0103ng l\u00e0m vi\u1ec7c nh\u00f3m, chia s\u1ebb th\u00f4ng tin n\u1ed9i b\u1ed9\u2026<\/li>\n<\/ul>\n<p>Ch\u00fang t\u00f4i hy v\u1ecdng b\u00e0i vi\u1ebft s\u1ebd gi\u00fap b\u1ea1n c\u00f3 th\u00eam th\u00f4ng tin v\u1ec1 m\u00f4 h\u00ecnh CRM \u0111\u1ec3 \u1ee9ng d\u1ee5ng hi\u1ec7u qu\u1ea3 v\u00e0o th\u1ef1c ti\u1ec5n kinh doanh. \u0110\u1eebng qu\u00ean theo d\u00f5i MeeyCRM \u0111\u1ec3 c\u1eadp nh\u1eadt nh\u1eefng th\u00f4ng tin qu\u1ea3n l\u00fd v\u00e0 CRM m\u1edbi nh\u1ea5t nh\u00e9!<\/p>\n<h1><a id=\"post-31623-_jirqdcdl2db2\" data-page-optimizer-editable=\"true\"><\/a>8 M\u00f4 H\u00ecnh CRM M\u1edbi Nh\u1ea5t M\u1ecdi Doanh Nghi\u1ec7p Ph\u1ea3i Bi\u1ebft!<\/h1>\n<p><img loading=\"lazy\" decoding=\"async\" width=\"1\" height=\"1\" class=\"wp-image-31624\" src=\"https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm.png\" alt=\"M\u00f4 h\u00ecnh CRM\" title=\"\"><\/p>\n<p>M\u00f4 h\u00ecnh CRM v\u1edbi ph\u1ea7n m\u1ec1m systemCRM \u0111\u01b0\u1ee3c coi l\u00e0 \u201cc\u1eb7p b\u00e0i\u201d trong vi\u1ec7c qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. H\u00e3y t\u01b0\u1edfng t\u01b0\u1ee3ng b\u1ea1n \u0111ang x\u00e2y m\u1ed9t ng\u00f4i nh\u00e0. M\u00f4 h\u00ecnh CRM t\u01b0\u01a1ng \u1ee9ng v\u1edbi s\u01a1 \u0111\u1ed3 ki\u1ebfn \u200b\u200btr\u00fac v\u00e0 s\u01a1 \u0111\u1ed3 m\u1eb7t b\u1eb1ng c\u1ee7a ng\u00f4i nh\u00e0. Ph\u1ea7n m\u1ec1m CRM \u0111\u00f3ng vai tr\u00f2 nh\u01b0 m\u1ed9t c\u00f4ng c\u1ee5 v\u00e0 v\u1eadt li\u1ec7u \u0111\u1ec3 x\u00e2y d\u1ef1ng ng\u00f4i nh\u00e0 n\u00e0y.<\/p>\n<p>\u0110\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n m\u00f4 h\u00ecnh CRM l\u00e0 g\u00ec, c\u00f4ng ty b\u1ea1n ph\u00f9 h\u1ee3p v\u1edbi m\u00f4 h\u00ecnh n\u00e0o v\u00e0 top 8 m\u00f4 h\u00ecnh CRM m\u1edbi nh\u1ea5t hi\u1ec7n nay, h\u00e3y theo d\u00f5i b\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y nh\u00e9!<\/p>\n<h2><a id=\"post-31623-_x0hznnhh8emo\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM l\u00e0 g\u00ec?<\/h2>\n<p>M\u00f4 h\u00ecnh CRM l\u00e0 m\u1ed9t khung ho\u1eb7c khung gi\u1ea3i ph\u00e1p v\u1ec1 c\u00e1ch c\u00f4ng ty qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd &#8211; t\u1eeb thu h\u00fat \u0111\u1ebfn gi\u1eef ch\u00e2n. Vi\u1ec7c n\u1eafm v\u1eefng v\u00e0 \u00e1p d\u1ee5ng s\u00e1ng t\u1ea1o m\u00f4 h\u00ecnh CRM gi\u00fap c\u00f4ng ty hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i v\u00e0 ti\u1ec1m n\u0103ng. \u0110\u1ed3ng th\u1eddi, h\u1ecd c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a m\u00ecnh. Tr\u00ean c\u01a1 s\u1edf n\u00e0y, c\u00f4ng ty c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c ni\u1ec1m tin c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 l\u00f2ng trung th\u00e0nh l\u00e2u d\u00e0i v\u1edbi c\u00f4ng ty.<\/p>\n<p>M\u00f4 h\u00ecnh CRM m\u00f4 t\u1ea3 c\u00e1c b\u01b0\u1edbc c\u00f4ng ty ph\u1ea3i th\u1ef1c hi\u1ec7n \u0111\u1ec3 khi\u1ebfn kh\u00e1ch h\u00e0ng y\u00eau m\u1ebfn, tin t\u01b0\u1edfng v\u00e0 gia t\u0103ng ni\u1ec1m tin \u0111\u00f3. T\u01b0\u01a1ng t\u1ef1 nh\u01b0 s\u01a1 \u0111\u1ed3 ki\u1ebfn \u200b\u200btr\u00fac c\u1ee7a m\u1ed9t ng\u00f4i nh\u00e0, m\u00f4 h\u00ecnh CRM nh\u1eb1m \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c ho\u1ea1t \u0111\u1ed9ng li\u00ean quan \u0111\u1ebfn kh\u00e1ch h\u00e0ng c\u1ee7a c\u00f4ng ty \u0111\u01b0\u1ee3c t\u1ed5 ch\u1ee9c h\u1ee3p l\u00fd v\u00e0 c\u00f3 th\u1ec3 theo d\u00f5i \u0111\u01b0\u1ee3c. M\u1ed9t m\u00f4 h\u00ecnh CRM t\u1ed1i \u01b0u gi\u00fap c\u00e1c c\u00f4ng ty x\u00e1c \u0111\u1ecbnh v\u00e0 \u0111\u00e1nh gi\u00e1 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh nh\u1eb1m th\u1ef1c hi\u1ec7n c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb v\u00e0 b\u00e1n h\u00e0ng hi\u1ec7u qu\u1ea3, t\u1eeb \u0111\u00f3 gi\u00fap n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>M\u00f4 h\u00ecnh CRM l\u00e0 g\u00ec?<\/p>\n<h2><a id=\"post-31623-_d3muockbbt3a\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM ho\u1ea1t \u0111\u1ed9ng nh\u01b0 th\u1ebf n\u00e0o?<\/h2>\n<p>Nh\u00ecn chung, t\u1ea5t c\u1ea3 c\u00e1c m\u00f4 h\u00ecnh v\u1eadn h\u00e0nh CRM \u0111\u1ec1u d\u1ef1a tr\u00ean m\u1ed9t quy tr\u00ecnh t\u01b0\u01a1ng t\u1ef1: t\u00ecm hi\u1ec3u v\u1ec1 kh\u00e1ch h\u00e0ng, ph\u00e2n kh\u00fac v\u00e0 ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau, li\u00ean h\u1ec7 v\u1edbi h\u1ecd v\u00e0 sau \u0111\u00f3 t\u1eadn d\u1ee5ng d\u1eef li\u1ec7u. \u0110i\u1ec1u n\u00e0y cung c\u1ea5p th\u00f4ng tin v\u1ec1 vi\u1ec7c \u0111i\u1ec1u ch\u1ec9nh c\u00e1c quy tr\u00ecnh n\u1ed9i b\u1ed9 v\u00e0 t\u1ed1i \u01b0u h\u00f3a vi\u1ec7c li\u00ean h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n<p>Khi k\u1ebft h\u1ee3p v\u1edbi h\u1ec7 th\u1ed1ng CRM, m\u00f4 h\u00ecnh CRM ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3 g\u1ea5p \u0111\u00f4i. V\u1edbi c\u00e1c t\u00ednh n\u0103ng qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng, cung c\u1ea5p n\u1ec1n t\u1ea3ng theo d\u00f5i tr\u1ef1c tuy\u1ebfn, theo d\u00f5i kh\u00e1ch h\u00e0ng trong su\u1ed1t h\u00e0nh tr\u00ecnh mua h\u00e0ng\u2026 h\u1ec7 th\u1ed1ng ph\u1ea7n m\u1ec1m s\u1ebd c\u1ea3i thi\u1ec7n \u0111\u00e1ng k\u1ec3 kh\u1ea3 n\u0103ng ch\u1ea1y m\u00f4 h\u00ecnh. H\u00ecnh \u1ea3nh CRM \u0111\u00e3 ch\u1ecdn c\u1ee7a b\u1ea1n.<\/p>\n<h2><a id=\"post-31623-_oqozaef9zepj\" data-page-optimizer-editable=\"true\"><\/a>8 m\u00f4 h\u00ecnh CRM quan tr\u1ecdng nh\u1ea5t doanh nghi\u1ec7p c\u1ea7n bi\u1ebft<\/h2>\n<p>Tr\u01b0\u1edbc \u0111\u00e2y m\u1ecdi ng\u01b0\u1eddi th\u01b0\u1eddng quen thu\u1ed9c v\u1edbi kh\u00e1i ni\u1ec7m 4 m\u00f4 h\u00ecnh CRM bao g\u1ed3m: m\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb, m\u00f4 h\u00ecnh Gartner, IDIC v\u00e0 QCI. Tuy nhi\u00ean, v\u1edbi s\u1ef1 thay \u0111\u1ed5i nhanh ch\u00f3ng trong h\u00e0nh vi mua h\u00e0ng v\u00e0 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, ng\u00e0y c\u00e0ng c\u00f3 nhi\u1ec1u m\u00f4 h\u00ecnh ho\u1ea1t \u0111\u1ed9ng CRM \u0111\u01b0\u1ee3c t\u1ea1o ra \u0111\u1ec3 c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u v\u00e0 \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a t\u1eebng c\u00f4ng ty. \u0110\u1eb7c bi\u1ec7t:<\/p>\n<h3><a id=\"post-31623-_wsuj1kddzbtk\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb CRM<\/h3>\n<p>M\u00f4 h\u00ecnh ho\u1ea1t \u0111\u1ed9ng CRM theo chu\u1ed7i gi\u00e1 tr\u1ecb \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n v\u00e0o n\u0103m 1985 b\u1edfi gi\u00e1o s\u01b0 Michael Porter c\u1ee7a Harvard. \u0110\u00e2y l\u00e0 quy tr\u00ecnh g\u1ed3m 5 b\u01b0\u1edbc t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng chi\u1ebfn l\u01b0\u1ee3c, hay n\u00f3i \u0111\u00fang h\u01a1n l\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng mang l\u1ea1i gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng. mang l\u1ea1i nhi\u1ec1u \u201cgi\u00e1 tr\u1ecb\u201d h\u01a1n cho c\u00f4ng ty. (\u0110i\u1ec1u n\u00e0y kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 b\u1ea1n b\u1ecf qua c\u00e1c kh\u00e1ch h\u00e0ng kh\u00e1c. Kh\u00e1ch h\u00e0ng lu\u00f4n l\u00e0 kh\u00e1ch h\u00e0ng v\u00e0 b\u1ea1n c\u1ea7n ph\u00e1t tri\u1ec3n d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a h\u1ecd.)<\/p>\n<p>M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb CRM th\u01b0\u1eddng \u0111\u01b0\u1ee3c chia th\u00e0nh hai giai \u0111o\u1ea1n: giai \u0111o\u1ea1n ch\u00ednh v\u00e0 giai \u0111o\u1ea1n h\u1ed7 tr\u1ee3.<\/p>\n<p>S\u00e2n kh\u1ea5u ch\u00ednh<\/p>\n<p>C\u00e1c giai \u0111o\u1ea1n ch\u00ednh c\u1ee7a m\u00f4 h\u00ecnh CRM chu\u1ed7i gi\u00e1 tr\u1ecb \u0111\u01b0\u1ee3c chia th\u00e0nh n\u0103m quy tr\u00ecnh. \u0110\u00f3 l\u00e0 nghi\u00ean c\u1ee9u th\u00f3i quen c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 \u0111\u1ec3 gi\u1eef cho kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng.<\/p>\n<ul>\n<li>Ph\u00e2n t\u00edch danh m\u1ee5c kh\u00e1ch h\u00e0ng: Ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau, mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. B\u1eb1ng c\u00e1ch x\u00e1c \u0111\u1ecbnh ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng n\u00e0o c\u00f3 ti\u1ec1m n\u0103ng l\u1edbn nh\u1ea5t v\u1ec1 gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i, b\u1ea1n c\u00f3 th\u1ec3 thi\u1ebft k\u1ebf c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp theo m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3.<\/li>\n<\/ul>\n<p>SoftwareMeeyCRM cung c\u1ea5p kh\u1ea3 n\u0103ng thu th\u1eadp th\u00f4ng tin c\u01a1 h\u1ed9i t\u1eeb nhi\u1ec1u ngu\u1ed3n kh\u00e1c nhau, t\u00ednh \u0111i\u1ec3m lead v\u00e0 nh\u00f3m c\u01a1 h\u1ed9i theo tr\u1ea1ng th\u00e1i mua h\u00e0ng (l\u1ea1nh, \u1ea5m, n\u00f3ng), gi\u00fap b\u1ea1n d\u1ec5 d\u00e0ng ph\u00e2n t\u00edch danh m\u1ee5c kh\u00e1ch h\u00e0ng. Kh\u00e1ch h\u00e0ng c\u00f3 k\u1ebf ho\u1ea1ch ch\u0103m s\u00f3c ph\u00f9 h\u1ee3p<\/p>\n<p>MeeyCRM v\u1edbi kh\u1ea3 n\u0103ng thu th\u1eadp v\u00e0 nh\u00f3m kh\u00e1ch h\u00e0ng theo quy tr\u00ecnh b\u00e1n h\u00e0ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o b\u1ea1n kh\u00f4ng bao gi\u1edd b\u1ecf l\u1ee1 c\u01a1 h\u1ed9i<\/p>\n<ul>\n<li>T\u1ea1o s\u1ef1 g\u1ea7n g\u0169i v\u1edbi kh\u00e1ch h\u00e0ng: T\u01b0\u01a1ng t\u00e1c li\u00ean t\u1ee5c v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 c\u1eadp nh\u1eadt d\u1eef li\u1ec7u sau m\u1ed7i l\u1ea7n t\u01b0\u01a1ng t\u00e1c \u0111\u1ec3 \u0111i\u1ec1u ch\u1ec9nh d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/li>\n<li>Ph\u00e1t tri\u1ec3n m\u1ea1ng l\u01b0\u1edbi: \u0110\u00e2y l\u00e0 y\u1ebfu t\u1ed1 t\u1ea1o n\u00ean s\u1ef1 kh\u00e1c bi\u1ec7t l\u1edbn nh\u1ea5t gi\u1eefa m\u00f4 h\u00ecnh CRM chu\u1ed7i gi\u00e1 tr\u1ecb v\u1edbi c\u00e1c m\u00f4 h\u00ecnh CRM kh\u00e1c. \u0110i\u1ec1u n\u00e0y th\u1ec3 hi\u1ec7n \u1edf vi\u1ec7c nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c t\u1ea7m quan tr\u1ecdng c\u1ee7a m\u1ea1ng l\u01b0\u1edbi quan h\u1ec7 gi\u1eefa kh\u00e1ch h\u00e0ng &#8211; c\u00f4ng ty &#8211; n\u1ed9i b\u1ed9 v\u00e0 b\u00ean th\u1ee9 ba \u0111\u1ec3 gia t\u0103ng gi\u00e1 tr\u1ecb. N\u00f3i c\u00e1ch kh\u00e1c, \u0111\u1ed1i t\u00e1c, nh\u00e2n vi\u00ean, nh\u00e0 \u0111\u1ea7u t\u01b0 v\u00e0 m\u1ecdi ng\u01b0\u1eddi k\u1ebft n\u1ed1i v\u1edbi c\u00f4ng ty c\u1ee7a b\u1ea1n ph\u1ea3i c\u00f3 quy\u1ec1n truy c\u1eadp v\u00e0o d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng quan tr\u1ecdng v\u00e0 hi\u1ec3u m\u00f4 h\u00ecnh CRM.<\/li>\n<\/ul>\n<p>MeeyCRM v\u1edbi ch\u00ednh s\u00e1ch ph\u00e2n quy\u1ec1n d\u1eef li\u1ec7u linh ho\u1ea1t l\u00e0 ph\u1ea7n m\u1ec1m \u201c\u0111\u1ea7u ti\u00ean\u201d cho ph\u00e9p c\u00f4ng ty v\u00e0 kh\u00e1ch h\u00e0ng trao \u0111\u1ed5i d\u1eef li\u1ec7u, t\u01b0\u01a1ng t\u00e1c v\u1edbi nhau tr\u00ean c\u00f9ng m\u1ed9t h\u1ec7 th\u1ed1ng, \u00e1p d\u1ee5ng chuy\u1ec3n \u0111\u1ed5i s\u1ed1 t\u1eeb c\u1ea3 3 g\u00f3c \u0111\u1ed9: kh\u00e1ch h\u00e0ng \u2013 nh\u00e0 qu\u1ea3n l\u00fd v\u00e0 nh\u00e2n vi\u00ean n\u1ed9i b\u1ed9!<\/p>\n<ul>\n<li>Ph\u00e1t tri\u1ec3n tuy\u00ean b\u1ed1 gi\u00e1 tr\u1ecb: S\u1eed d\u1ee5ng ba b\u01b0\u1edbc tr\u01b0\u1edbc \u0111\u1ec3 ph\u00e1t tri\u1ec3n tuy\u00ean b\u1ed1 gi\u00e1 tr\u1ecb duy nh\u1ea5t cho kh\u00e1ch h\u00e0ng. T\u1eadp trung v\u00e0o d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a v\u00e0 gi\u1ea3m thi\u1ec3u chi ph\u00ed \u0111\u1ec3 b\u1ea1n c\u00f3 th\u1ec3 gi\u1eef \u0111\u01b0\u1ee3c nhi\u1ec1u l\u1ee3i nhu\u1eadn h\u01a1n.<\/li>\n<li>Qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7: Giai \u0111o\u1ea1n cu\u1ed1i c\u00f9ng c\u1ee7a m\u00f4 h\u00ecnh CRM c\u1ee7a chu\u1ed7i gi\u00e1 tr\u1ecb l\u00e0 qu\u1ea3n l\u00fd v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng. Qu\u00e1 tr\u00ecnh n\u00e0y bao g\u1ed3m vi\u1ec7c \u0111\u00e1nh gi\u00e1 c\u00e1c quy tr\u00ecnh kinh doanh v\u00e0 c\u01a1 c\u1ea5u t\u1ed5 ch\u1ee9c \u0111\u1ec3 qu\u1ea3n l\u00fd vi\u1ec7c thu h\u00fat, duy tr\u00ec v\u00e0 t\u0103ng tr\u01b0\u1edfng kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<p>Giai \u0111o\u1ea1n h\u1ed7 tr\u1ee3<\/p>\n<p>Giai \u0111o\u1ea1n th\u1ee9 hai t\u1ea1o th\u00e0nh c\u01a1 s\u1edf v\u00e0 h\u1ed7 tr\u1ee3 cho giai \u0111o\u1ea1n ch\u00ednh. V\u00ec v\u1eady, ch\u00fang c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 v\u00e0 c\u1ea3i ti\u1ebfn th\u01b0\u1eddng xuy\u00ean. C\u00e1c y\u1ebfu t\u1ed1 bao g\u1ed3m:<\/p>\n<ul>\n<li>V\u0103n h\u00f3a v\u00e0 l\u00e3nh \u0111\u1ea1o: B\u1ea1n ph\u1ea3i c\u00f3 k\u1ef9 n\u0103ng l\u00e3nh \u0111\u1ea1o v\u1eefng v\u00e0ng v\u00e0 x\u00e2y d\u1ef1ng v\u0103n h\u00f3a c\u00f4ng ty r\u00f5 r\u00e0ng, lu\u00f4n \u0111\u1eb7t con ng\u01b0\u1eddi l\u00e0m trung t\u00e2m v\u00e0 d\u1ec5 c\u1ee7ng c\u1ed1.<\/li>\n<li>Quy tr\u00ecnh mua h\u00e0ng: X\u00e2y d\u1ef1ng m\u1ed9t quy tr\u00ecnh v\u1eefng ch\u1eafc \u0111\u1ec3 d\u1ec5 d\u00e0ng chuy\u1ec3n \u0111\u1ed5i nh\u1eefng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng c\u00f3 m\u1ee9c \u0111\u1ed9 quan t\u00e2m cao th\u00e0nh kh\u00e1ch h\u00e0ng th\u1ef1c t\u1ebf<\/li>\n<li>Quy tr\u00ecnh qu\u1ea3n l\u00fd nh\u00e2n s\u1ef1: T\u1eadp h\u1ee3p \u0111\u1ed9i ng\u0169 nh\u00e2n s\u1ef1 chuy\u00ean tr\u00e1ch \u0111\u1ec3 gi\u1ea3i quy\u1ebft k\u1ecbp th\u1eddi c\u00e1c v\u1ea5n \u0111\u1ec1 n\u1ed9i b\u1ed9 v\u00e0 qu\u1ea3n l\u00fd hi\u1ec7u qu\u1ea3 m\u00f4 h\u00ecnh CRM chu\u1ed7i gi\u00e1 tr\u1ecb<\/li>\n<li>Quy tr\u00ecnh qu\u1ea3n l\u00fd d\u1eef li\u1ec7u\/IT: CRM s\u1eed d\u1ee5ng nhi\u1ec1u d\u1eef li\u1ec7u n\u00ean c\u1ea7n ph\u1ea3i c\u00f3 qu\u1ea3n l\u00fd CNTT \u0111\u1ec3 tri\u1ec3n khai m\u00f4 h\u00ecnh CRM th\u00e0nh c\u00f4ng<\/li>\n<li>Thi\u1ebft k\u1ebf v\u00e0 t\u1ed5 ch\u1ee9c: Ph\u1ea3i x\u00e1c \u0111\u1ecbnh r\u00f5 ai ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 vi\u1ec7c g\u00ec v\u00e0 ai b\u00e1o c\u00e1o cho ai.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"500\" class=\"wp-image-31627\" src=\"https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-chuoi-gia-tri.jpeg\" alt=\"M\u00f4 h\u00ecnh CRM chu\u1ed7i gi\u00e1 tr\u1ecb\" title=\"\" srcset=\"https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-chuoi-gia-tri.jpeg 800w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-chuoi-gia-tri-300x188.jpeg 300w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-chuoi-gia-tri-768x480.jpeg 768w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-chuoi-gia-tri-696x435.jpeg 696w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-chuoi-gia-tri-672x420.jpeg 672w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/> M\u00f4 h\u00ecnh chu\u1ed7i gi\u00e1 tr\u1ecb CRM<\/p>\n<h3><a id=\"post-31623-_jjqwv4cnttk\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM c\u1ee7a Gartner<\/h3>\n<p>M\u00f4 h\u00ecnh qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng Gartner \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n b\u1edfi c\u00f4ng ty t\u01b0 v\u1ea5n v\u00e0 nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng Gartner Inc. V\u1edbi m\u00f4 h\u00ecnh n\u00e0y, Gartner x\u00e1c \u0111\u1ecbnh 8 y\u1ebfu t\u1ed1 quan tr\u1ecdng sau:<\/p>\n<p>T\u1ea7m nh\u00ecn CRM<\/p>\n<p>C\u00e1c c\u00f4ng ty mu\u1ed1n \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh Gartner tr\u01b0\u1edbc ti\u00ean ph\u1ea3i \u0111\u00e0o s\u00e2u t\u1ea7m nh\u00ecn v\u00e0 t\u1ea1o kh\u00f4ng gian cho vi\u1ec7c qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng. Theo m\u00f4 h\u00ecnh Gartner, c\u00e1c c\u00f4ng ty ph\u1ea3i nu\u00f4i d\u01b0\u1ee1ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m b\u1eb1ng c\u00e1ch n\u00e2ng cao gi\u00e1 tr\u1ecb x\u00e3 h\u1ed9i c\u1ee7a m\u00ecnh (Tahir &amp; Zulkifli, 2011).<\/p>\n<p>Chi\u1ebfn l\u01b0\u1ee3c CRM<\/p>\n<p>M\u00f4 h\u00ecnh Gartner nh\u1ea5n m\u1ea1nh chi\u1ebfn l\u01b0\u1ee3c CRM l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng ph\u1ea3i \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp tr\u01b0\u1edbc khi thu h\u00fat kh\u00e1ch h\u00e0ng. \u0110\u1ec3 th\u00e0nh c\u00f4ng trong vi\u1ec7c qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng, c\u00e1c c\u00f4ng ty ph\u1ea3i hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh v\u00e0 bi\u1ebfn th\u00f4ng tin n\u00e0y th\u00e0nh t\u00e0i s\u1ea3n b\u1eb1ng c\u00e1ch \u0111\u01b0a ra \u0111\u1ec1 xu\u1ea5t gi\u00e1 tr\u1ecb hi\u1ec7u qu\u1ea3.<\/p>\n<p>T\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n<p>Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t gi\u00fap t\u1ea1o ra h\u00ecnh \u1ea3nh th\u01b0\u01a1ng hi\u1ec7u t\u00edch c\u1ef1c, \u0111\u00e2y c\u0169ng l\u00e0 m\u1ee5c ti\u00eau l\u00e2u d\u00e0i c\u1ee7a c\u00f4ng ty. M\u00f4 h\u00ecnh CRM c\u1ee7a Gartner cho th\u1ea5y th\u00e0nh c\u00f4ng trong qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi ph\u1ea3i cung c\u1ea5p gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch li\u00ean t\u1ee5c, nhanh ch\u00f3ng, li\u00ean t\u1ee5c v\u00e0 kh\u00f4ng b\u1ecb gi\u00e1n \u0111o\u1ea1n. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi ph\u1ea3i hi\u1ec3u r\u00f5 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u01b0a ra gi\u1ea3i ph\u00e1p \u0111\u1ec3 \u0111\u00e1p \u1ee9ng t\u1ed1t nh\u1ea5t.<\/p>\n<p>\u0110\u1ecdc th\u00eam: CX l\u00e0 g\u00ec? 8 chi\u1ebfn l\u01b0\u1ee3c t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u01b0\u1ee3t tr\u1ed9i cho doanh nghi\u1ec7p<\/p>\n<p>H\u1ee3p t\u00e1c t\u1ed5 ch\u1ee9c<\/p>\n<p>M\u00f4 h\u00ecnh c\u1ee7a Gartner gi\u1ea3i th\u00edch r\u1eb1ng c\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 t\u1ea1o ra c\u00e1c m\u1ee5c ti\u00eau l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m th\u00f4ng qua chuy\u1ec3n \u0111\u1ed5i v\u0103n h\u00f3a. Ngo\u00e0i ra, vi\u1ec7c thu h\u00fat \u00fd t\u01b0\u1edfng t\u1eeb nh\u00e2n vi\u00ean, nh\u00e0 cung c\u1ea5p v\u00e0 \u0111\u1ed1i t\u00e1c \u0111\u1ea3m b\u1ea3o r\u1eb1ng t\u1ea5t c\u1ea3 c\u00e1c b\u00ean li\u00ean quan \u0111\u1ec1u \u0111\u1ed3ng t\u00ecnh v\u1edbi k\u1ebf ho\u1ea1ch th\u1ef1c hi\u1ec7n \u0111\u1ec1 xu\u1ea5t gi\u00e1 tr\u1ecb do t\u1ed5 ch\u1ee9c \u0111\u01b0a ra. K\u1ebft qu\u1ea3 l\u00e0, c\u00f4ng ty nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 ch\u1ea5p nh\u1eadn c\u1ee7a nh\u00e2n vi\u00ean v\u00e0 c\u1ea3i thi\u1ec7n s\u1ef1 h\u1ee3p t\u00e1c trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng (Starkey &amp; Woodcock, 2002).<\/p>\n<p>quy tr\u00ecnh CRM<\/p>\n<p>Theo m\u00f4 h\u00ecnh CRM c\u1ee7a Gartner, qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng bao g\u1ed3m vi\u1ec7c h\u1ed7 tr\u1ee3 v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y c\u0169ng bao g\u1ed3m vi\u1ec7c ph\u00e2n t\u00edch, l\u1eadp k\u1ebf ho\u1ea1ch v\u00e0 \u00e1p d\u1ee5ng qu\u1ea3n l\u00fd ki\u1ebfn \u200b\u200bth\u1ee9c v\u00e0o l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. C\u00e1c quy tr\u00ecnh CRM trong m\u00f4 h\u00ecnh Gartner l\u00e0 gi\u1ea3i ph\u00e1p k\u1ebft n\u1ed1i to\u00e0n b\u1ed9 m\u1ea1ng CRM. \u0110i\u1ec1u n\u00e0y l\u00e0m cho n\u00f3 tr\u1edf th\u00e0nh m\u1ed9t ph\u1ea7n c\u1ee7a m\u1ed7i b\u1ed9 ph\u1eadn ch\u1ee9 kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t kh\u00eda c\u1ea1nh ri\u00eang bi\u1ec7t c\u1ee7a t\u1eebng b\u1ed9 ph\u1eadn.<\/p>\n<p>Th\u00f4ng tin CRM<\/p>\n<p>T\u1ea5t c\u1ea3 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef v\u00e0 x\u1eed l\u00fd th\u00f4ng minh \u0111\u1ec3 qu\u1ea3n l\u00fd ch\u1eb7t ch\u1ebd nh\u01b0 m\u1ed9t ngu\u1ed3n t\u00e0i nguy\u00ean kinh doanh.<\/p>\n<p>C\u00f4ng ngh\u1ec7 CRM<\/p>\n<p>Ph\u00e2n t\u00edch c\u1ee7a Gartner v\u1ec1 8 c\u00f4ng ty Fortune 500 cho th\u1ea5y c\u00e1c c\u00f4ng ty th\u00e0nh c\u00f4ng s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 th\u00f4ng tin \u0111\u1ec3 t\u1eadn d\u1ee5ng ki\u1ebfn \u200b\u200bth\u1ee9c d\u1eef li\u1ec7u c\u1ee7a h\u1ecd nh\u1eb1m ph\u00e1t tri\u1ec3n c\u00e1c chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Tr\u00e1i tim. Khi c\u00e1c c\u00f4ng ty c\u00f3 c\u00f4ng ngh\u1ec7 t\u1ed1t h\u01a1n, h\u1ecd c\u00f3 th\u1ec3 v\u01b0\u01a1n l\u00ean d\u1eabn \u0111\u1ea7u trong l\u0129nh v\u1ef1c c\u1ee7a m\u00ecnh.<\/p>\n<p>s\u1ed1 li\u1ec7u CRM<\/p>\n<p>Theo m\u00f4 h\u00ecnh CRM c\u1ee7a Gartner, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i theo d\u00f5i th\u00e0nh c\u00f4ng v\u00e0 th\u1ea5t b\u1ea1i b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c s\u1ed1 li\u1ec7u b\u00ean trong v\u00e0 b\u00ean ngo\u00e0i. Khi c\u00e1c c\u00f4ng ty b\u1eaft \u0111\u1ea7u thi\u1ebft l\u1eadp c\u00e1c th\u01b0\u1edbc \u0111o \u0111\u1ec3 \u0111o l\u01b0\u1eddng s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a \u0111\u1ec1 xu\u1ea5t gi\u00e1 tr\u1ecb, h\u1ecd c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c l\u0129nh v\u1ef1c c\u1ea7n c\u1ea3i thi\u1ec7n \u0111\u1ed3ng th\u1eddi lo\u1ea1i b\u1ecf nh\u1eefng ph\u1ea7n d\u01b0 th\u1eeba. Cung c\u1ea5p d\u1ecbch v\u1ee5 m\u00e0 kh\u00f4ng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"500\" class=\"wp-image-31628\" src=\"https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-cua-gartner.jpeg\" alt=\"M\u00f4 h\u00ecnh CRM c\u1ee7a Gartner\" title=\"\" srcset=\"https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-cua-gartner.jpeg 800w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-cua-gartner-300x188.jpeg 300w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-cua-gartner-768x480.jpeg 768w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-cua-gartner-696x435.jpeg 696w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-crm-cua-gartner-672x420.jpeg 672w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/> M\u00f4 h\u00ecnh CRM c\u1ee7a Gartner<\/p>\n<h3><a id=\"post-31623-_e6a82s7l08of\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh IDIC CRM<\/h3>\n<p>M\u00f4 h\u00ecnh IDIC \u0111\u01b0\u1ee3c T\u1eadp \u0111o\u00e0n Peppers v\u00e0 Rogers ph\u00e1t tri\u1ec3n nh\u01b0 m\u1ed9t k\u1ebf ho\u1ea1ch chi ti\u1ebft chung \u0111\u1ec3 tri\u1ec3n khai CRM trong nhi\u1ec1u t\u00ecnh hu\u1ed1ng kh\u00e1c nhau. IDIC l\u00e0 vi\u1ebft t\u1eaft c\u1ee7a b\u1ed1n giai \u0111o\u1ea1n tri\u1ec3n khai CRM: X\u00e1c \u0111\u1ecbnh, Ph\u00e2n bi\u1ec7t, T\u01b0\u01a1ng t\u00e1c v\u00e0 Th\u00edch \u1ee9ng.<\/p>\n<p>Nh\u1eadn d\u1ea1ng<\/p>\n<p>B\u01b0\u1edbc \u0111\u1ea7u ti\u00ean c\u1ee7a m\u00f4 h\u00ecnh IDIC trong CRM l\u00e0 x\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n. C\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n \u0111i\u1ec1u n\u00e0y b\u1eb1ng c\u00e1ch thu th\u1eadp th\u00f4ng tin nh\u01b0 t\u00ean kh\u00e1ch h\u00e0ng, \u0111\u1ecba ch\u1ec9 v\u00e0 l\u1ecbch s\u1eed mua h\u00e0ng t\u1ea1i m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac trong to\u00e0n t\u1ed5 ch\u1ee9c. M\u1ee5c ti\u00eau l\u00e0 thu th\u1eadp c\u00e0ng nhi\u1ec1u th\u00f4ng tin ho\u1eb7c d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng c\u00e0ng t\u1ed1t \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n nhu c\u1ea7u, mong mu\u1ed1n v\u00e0 h\u00e0nh vi mua h\u00e0ng c\u1ee7a h\u1ecd.<\/p>\n<p>Ph\u00e2n bi\u1ec7t<\/p>\n<p>B\u01b0\u1edbc ti\u1ebfp theo c\u1ee7a m\u00f4 h\u00ecnh IDIC l\u00e0 ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i v\u00e0 mong \u0111\u1ee3i c\u1ee7a h\u1ecd. H\u00e3y nh\u1edb r\u1eb1ng: kh\u00f4ng ph\u1ea3i t\u1ea5t c\u1ea3 kh\u00e1ch h\u00e0ng \u0111\u1ec1u c\u00f3 gi\u00e1 tr\u1ecb nh\u01b0 nhau \u0111\u1ed1i v\u1edbi m\u1ed9t c\u00f4ng ty.<\/p>\n<p>\u0110i\u1ec1u n\u00e0y cho ph\u00e9p b\u1ea1n \u01b0u ti\u00ean c\u00e1c n\u1ed7 l\u1ef1c CRM c\u1ee7a m\u00ecnh cho nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 gi\u00e1 tr\u1ecb nh\u1ea5t v\u00e0 \u0111i\u1ec1u ch\u1ec9nh c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee7a b\u1ea1n cho ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng ph\u00e2n kh\u00fac \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c l\u1ee3i nhu\u1eadn t\u1ed1i \u01b0u.<\/p>\n<p>T\u01b0\u01a1ng t\u00e1c<\/p>\n<p>Giai \u0111o\u1ea1n t\u01b0\u01a1ng t\u00e1c trong m\u00f4 h\u00ecnh IDIC CRM thi\u00ean v\u1ec1 vi\u1ec7c cho kh\u00e1ch h\u00e0ng th\u1ea5y r\u1eb1ng b\u1ea1n quan t\u00e2m \u0111\u1ebfn nhu c\u1ea7u c\u1ee7a h\u1ecd v\u00e0 bi\u1ebft c\u00e1ch \u0111\u00e1p \u1ee9ng ch\u00fang. V\u00ed d\u1ee5: b\u1ea1n c\u00f3 th\u1ec3 khuy\u1ebfn kh\u00edch nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 gi\u00e1 tr\u1ecb mua h\u00e0ng b\u1eb1ng c\u00e1ch cung c\u1ea5p cho h\u1ecd nh\u1eefng l\u1ee3i \u00edch b\u1ed5 sung nh\u01b0 gi\u1ea3m gi\u00e1, khuy\u1ebfn m\u00e3i l\u1edbn ho\u1eb7c phi\u1ebfu th\u01b0\u1edfng ho\u1eb7c b\u1eb1ng c\u00e1ch g\u1eedi cho h\u1ecd email ho\u1eb7c SMS th\u01b0\u1eddng xuy\u00ean \u0111\u1ec3 thu h\u00fat s\u1ef1 quan t\u00e2m c\u1ee7a h\u1ecd. \u2026H\u00e3y nh\u1edb h\u1ecdc h\u1ecfi t\u1eeb m\u1ecdi t\u01b0\u01a1ng t\u00e1c \u0111\u1ec3 li\u00ean t\u1ee5c c\u1ea3i thi\u1ec7n c\u00e1c t\u01b0\u01a1ng t\u00e1c trong t\u01b0\u01a1ng lai.<\/p>\n<p>phong t\u1ee5c<\/p>\n<p>Trong m\u00f4 h\u00ecnh IDIC, c\u00e1 nh\u00e2n h\u00f3a c\u0169ng c\u00f3 ngh\u0129a l\u00e0 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m cho t\u1eebng kh\u00e1ch h\u00e0ng. \u0110\u1eb7c bi\u1ec7t, d\u1ef1a tr\u00ean s\u1ef1 hi\u1ec3u bi\u1ebft v\u1ec1 kh\u00e1ch h\u00e0ng, c\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh vi\u1ec7c cung c\u1ea5p s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 sao cho ph\u00f9 h\u1ee3p nh\u1ea5t c\u00f3 th\u1ec3 v\u1edbi mong mu\u1ed1n v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>Mang l\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a l\u00e0 m\u1ed9t trong nh\u1eefng c\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t \u0111\u1ec3 th\u1ec3 hi\u1ec7n r\u1eb1ng b\u1ea1n th\u1ef1c s\u1ef1 quan t\u00e2m \u0111\u1ebfn kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. B\u1eb1ng c\u00e1ch li\u00ean t\u1ee5c ph\u1ea3n h\u1ed3i c\u00e1c ph\u1ea3n h\u1ed3i, gi\u1ea3m thi\u1ec3u c\u00e1c \u0111i\u1ec3m y\u1ebfu v\u00e0 t\u1ed1i \u01b0u h\u00f3a h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng cho t\u1eebng ph\u00e2n kh\u00fac, b\u1ea1n c\u00f3 th\u1ec3 theo k\u1ecbp nhu c\u1ea7u lu\u00f4n thay \u0111\u1ed5i c\u1ee7a th\u1ecb tr\u01b0\u1eddng hi\u1ec7n \u0111\u1ea1i.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"500\" class=\"wp-image-31629\" src=\"https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-idic-trong-crm.jpeg\" alt=\"M\u00f4 h\u00ecnh idic trong CRM\" title=\"\" srcset=\"https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-idic-trong-crm.jpeg 800w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-idic-trong-crm-300x188.jpeg 300w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-idic-trong-crm-768x480.jpeg 768w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-idic-trong-crm-696x435.jpeg 696w, https:\/\/meeycrm.com\/tin-tuc\/wp-content\/uploads\/2024\/01\/mo-hinh-idic-trong-crm-672x420.jpeg 672w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/> Idic-Modell trong CRM<\/p>\n<h3><a id=\"post-31623-_qrg5ydbq2sdo\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh QCI trong CRM<\/h3>\n<p>M\u00f4 h\u00ecnh CRM QCI (Ch\u1ec9 s\u1ed1 c\u1ea1nh tranh ch\u1ea5t l\u01b0\u1ee3ng) \u0111\u01b0\u1ee3c m\u00f4 t\u1ea3 nh\u01b0 m\u1ed9t ph\u01b0\u01a1ng ph\u00e1p qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng h\u01a1n l\u00e0 c\u1ea3i thi\u1ec7n m\u1ed1i quan h\u1ec7 v\u1edbi h\u1ecd. M\u00f4 h\u00ecnh QCI trong CRM t\u1eadp trung v\u00e0o 8 th\u00e0nh ph\u1ea7n ch\u00ednh:<\/p>\n<ul>\n<li>Ph\u00e2n t\u00edch v\u00e0 l\u1eadp k\u1ebf ho\u1ea1ch: Thu th\u1eadp v\u00e0 x\u1eed l\u00fd d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u00ecm ra gi\u00e1 tr\u1ecb m\u00e0 c\u00f4ng ty c\u00f3 th\u1ec3 mang l\u1ea1i cho h\u1ecd.<\/li>\n<li>\u0110\u1ec1 xu\u1ea5t: D\u1ef1a tr\u00ean nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111\u1ec1 xu\u1ea5t gi\u1ea3i ph\u00e1p gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd<\/li>\n<li>Th\u00f4ng tin v\u00e0 C\u00f4ng ngh\u1ec7: T\u1eadn d\u1ee5ng c\u00f4ng ngh\u1ec7 v\u00e0 ph\u1ea7n m\u1ec1m h\u1ed7 tr\u1ee3 \u0111\u1ec3 thu th\u1eadp, ph\u00e2n t\u00edch, l\u01b0u tr\u1eef d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng v\u00e0 li\u00ean t\u1ee5c c\u1eadp nh\u1eadt c\u00f4ng ngh\u1ec7 khi c\u1ea7n thi\u1ebft.<\/li>\n<li>Con ng\u01b0\u1eddi v\u00e0 T\u1ed5 ch\u1ee9c: Ph\u00e2n c\u00f4ng t\u1eebng nh\u00e2n vi\u00ean v\u00e0o t\u1eebng v\u1ecb tr\u00ed v\u1edbi c\u00e1c nhi\u1ec7m v\u1ee5 \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh c\u1ee5 th\u1ec3 nh\u01b0 t\u01b0\u01a1ng t\u00e1c, h\u1ed7 tr\u1ee3, ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, v.v.<\/li>\n<li>Qu\u1ea3n l\u00fd quy tr\u00ecnh: \u0110\u1ea3m b\u1ea3o b\u1ed9 ba b\u00e1n h\u00e0ng, ti\u1ebfp th\u1ecb v\u00e0 d\u1ecbch v\u1ee5 lu\u00f4n ho\u1ea1t \u0111\u1ed9ng \u0111\u1ed3ng b\u1ed9 v\u00e0 nh\u1ea5t qu\u00e1n \u0111\u1ec3 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng t\u1ed1t nh\u1ea5t. H\u00e3y ch\u00fa \u00fd theo d\u00f5i qu\u00e1 tr\u00ecnh th\u1ef1c hi\u1ec7n c\u00f4ng vi\u1ec7c \u0111\u1ec3 ch\u1ee7 \u0111\u1ed9ng ph\u00e1t hi\u1ec7n nh\u1eefng t\u1ed3n t\u1ea1i v\u00e0 c\u1ea3i ti\u1ebfn k\u1ecbp th\u1eddi.<\/li>\n<li>Qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng: Qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng trong m\u00f4 h\u00ecnh CRM-QCI bao g\u1ed3m ba giai \u0111o\u1ea1n: Thu h\u00fat (thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi v\u00e0 t\u00ecm hi\u1ec3u th\u00eam v\u1ec1 h\u1ecd), Th\u00e2m nh\u1eadp (thu th\u1eadp th\u00f4ng tin v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 gi\u00fap h\u1ecd c\u1ea3m th\u1ea5y g\u1eafn k\u1ebft v\u1edbi c\u00f4ng ty) v\u00e0 Gi\u1eef ch\u00e2n (gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng \u0111\u1ec3 r\u00e0ng bu\u1ed9c). c\u00e1c c\u00f4ng ty). c\u00f3 th\u1ec3 bao g\u1ed3m vi\u1ec7c gi\u00e0nh l\u1ea1i nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng).<\/li>\n<li>\u0110o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3: \u0110o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a t\u1eebng b\u1ed9 ph\u1eadn b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng d\u1eef li\u1ec7u doanh s\u1ed1 v\u00e0 kh\u1ed1i l\u01b0\u1ee3ng b\u00e1n h\u00e0ng.<\/li>\n<li>Tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng: T\u01b0\u01a1ng t\u1ef1 nh\u01b0 b\u01b0\u1edbc \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 nh\u01b0ng b\u01b0\u1edbc n\u00e0y cho th\u1ea5y c\u00e1c b\u1ed9 ph\u1eadn \u0111\u00f3ng g\u00f3p nh\u01b0 th\u1ebf n\u00e0o v\u00e0o s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c.<\/li>\n<\/ul>\n<p>V\u00ed d\u1ee5 v\u1ec1 m\u00f4 h\u00ecnh QCI c\u1ee7a VNM<\/p>\n<p>V\u1edbi tr\u01b0\u1eddng h\u1ee3p c\u1ee7a VNM, QCI c\u00f3 th\u1ec3 hi\u1ec3u l\u00e0 m\u00f4 h\u00ecnh qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng to\u00e0n di\u1ec7n bao g\u1ed3m ki\u1ec3m so\u00e1t ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 c\u1ea3i ti\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng. M\u00f4 h\u00ecnh n\u00e0y gi\u00fap VNM \u0111\u1ea3m b\u1ea3o s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh \u0111\u1ea1t ti\u00eau chu\u1ea9n ch\u1ea5t l\u01b0\u1ee3ng cao nh\u1ea5t, t\u1eeb \u0111\u00f3 \u0111\u00e1p \u1ee9ng t\u1ed1t h\u01a1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 n\u00e2ng cao n\u0103ng l\u1ef1c c\u1ea1nh tranh c\u1ee7a c\u00f4ng ty.<\/p>\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 v\u00ed d\u1ee5 c\u1ee5 th\u1ec3 v\u1ec1 c\u00e1ch VNM \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh QCI v\u00e0o ho\u1ea1t \u0111\u1ed9ng s\u1ea3n xu\u1ea5t kinh doanh c\u1ee7a m\u00ecnh:<\/p>\n<ul>\n<li>VNM c\u00f3 h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd ch\u1ea5t l\u01b0\u1ee3ng to\u00e0n di\u1ec7n, bao g\u1ed3m c\u00e1c quy tr\u00ecnh, th\u1ee7 t\u1ee5c ki\u1ec3m so\u00e1t ch\u1ea5t l\u01b0\u1ee3ng nghi\u00eam ng\u1eb7t.<\/li>\n<li>VNM c\u00f3 \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n v\u00e0 chuy\u00ean nghi\u1ec7p.<\/li>\n<li>VNM s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 ti\u00ean ti\u1ebfn \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5.<\/li>\n<\/ul>\n<p>M\u00f4 h\u00ecnh QCI \u0111\u00e3 gi\u00fap VNM n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, t\u1eeb \u0111\u00f3 \u0111\u00e1p \u1ee9ng t\u1ed1t h\u01a1n nhu c\u1ea7u kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng kh\u1ea3 n\u0103ng c\u1ea1nh tranh c\u1ee7a c\u00f4ng ty.<\/p>\n<h3><a id=\"post-31623-_d0pq85igafb6\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM n\u0103m l\u1ef1c l\u01b0\u1ee3ng c\u1ee7a Payne v\u00e0 Frow<\/h3>\n<p>M\u00f4 h\u00ecnh CRM 5 b\u01b0\u1edbc c\u1ee7a Payne &amp; Frow gi\u1ea3i th\u00edch c\u00e1c b\u01b0\u1edbc c\u1ed1t l\u00f5i trong qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng, bao g\u1ed3m x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c, t\u1ea1o ra gi\u00e1 tr\u1ecb, t\u00edch h\u1ee3p \u0111a k\u00eanh, \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t v\u00e0 qu\u1ea3n l\u00fd th\u00f4ng tin.<\/p>\n<ul>\n<li>X\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c: \u0110\u1ec3 qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3, b\u1ea1n c\u1ea7n t\u1eadp trung x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c kinh doanh v\u00e0 chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng. Chi\u1ebfn l\u01b0\u1ee3c kinh doanh gi\u00fap \u0111\u1ecbnh h\u01b0\u1edbng v\u00e0 x\u00e1c \u0111\u1ecbnh c\u00e1ch c\u1ea1nh tranh tr\u00ean th\u1ecb tr\u01b0\u1eddng cho s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, c\u00f2n chi\u1ebfn l\u01b0\u1ee3c kh\u00e1ch h\u00e0ng gi\u00fap ph\u00e2n t\u00edch, t\u1ed5ng h\u1ee3p c\u00e1c \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau.<\/li>\n<li>T\u1ea1o gi\u00e1 tr\u1ecb: B\u01b0\u1edbc n\u00e0y x\u00e1c \u0111\u1ecbnh gi\u00e1 tr\u1ecb b\u1ea1n cung c\u1ea5p cho kh\u00e1ch h\u00e0ng v\u00e0 ng\u01b0\u1ee3c l\u1ea1i. H\u00e3y lu\u00f4n nh\u1edb: kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u1edbi c\u00f4ng ty c\u1ee7a b\u1ea1n v\u00ec b\u1ea1n mang \u0111\u1ebfn cho h\u1ecd nh\u1eefng gi\u00e1 tr\u1ecb gia t\u0103ng. V\u00ec v\u1eady, h\u00e3y t\u1ea1o s\u1ef1 kh\u00e1c bi\u1ec7t th\u00f4ng qua gi\u00e1 tr\u1ecb gia t\u0103ng v\u00e0 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n c\u00e0ng nhi\u1ec1u gi\u00e1 tr\u1ecb gia t\u0103ng kh\u00e1c bi\u1ec7t c\u00e0ng t\u1ed1t.<\/li>\n<li>T\u00edch h\u1ee3p \u0111a k\u00eanh: T\u00edch h\u1ee3p \u0111a k\u00eanh trong m\u00f4 h\u00ecnh CRM c\u1ee7a Payne v\u00e0 Frow l\u00e0 qu\u00e1 tr\u00ecnh ph\u1ed1i h\u1ee3p \u0111\u1ed3ng b\u1ed9 gi\u1eefa c\u00e1c ph\u00f2ng ban, b\u1ed9 ph\u1eadn trong c\u00f4ng ty \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c li\u1ec1n m\u1ea1ch.<\/li>\n<li>\u0110\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t: \u0110\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t cung c\u1ea5p th\u00f4ng tin v\u1ec1 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, quy tr\u00ecnh b\u00e1n h\u00e0ng v\u00e0 l\u00e0m vi\u1ec7c, \u0111\u1ed3ng th\u1eddi gi\u00fap c\u00f4ng ty th\u1ef1c hi\u1ec7n c\u00e1c c\u1ea3i ti\u1ebfn v\u00e0 \u0111i\u1ec1u ch\u1ec9nh ph\u00f9 h\u1ee3p.<\/li>\n<li>Qu\u1ea3n l\u00fd th\u00f4ng tin: \u0110\u00e2y l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng trong vi\u1ec7c ra quy\u1ebft \u0111\u1ecbnh v\u00e0 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a ho\u1ea1t \u0111\u1ed9ng qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch qu\u1ea3n l\u00fd v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, c\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 t\u1ea1o ra c\u00e1c k\u1ebf ho\u1ea1ch ph\u00f9 h\u1ee3p v\u00e0 \u0111\u00e1nh gi\u00e1 l\u1ea1i hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng c\u1ee7a m\u00ecnh.<\/li>\n<\/ul>\n<h3><a id=\"post-31623-_mot6vu5jjhor\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM cho ho\u1ea1ch \u0111\u1ecbnh \u0111\u1ea7u t\u01b0 chi\u1ebfn l\u01b0\u1ee3c<\/h3>\n<p>M\u00f4 h\u00ecnh ho\u1ea1ch \u0111\u1ecbnh chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ea7u t\u01b0 CRM l\u00e0 m\u00f4 h\u00ecnh gi\u00fap c\u00e1c c\u00f4ng ty \u0111\u1eb7t ra c\u00e1c m\u1ee5c ti\u00eau v\u00e0 \u01b0u ti\u00ean \u0111\u1ea7u t\u01b0 CRM theo nhu c\u1ea7u v\u00e0 kh\u1ea3 n\u0103ng c\u1ee7a m\u00ecnh. M\u00f4 h\u00ecnh n\u00e0y bao g\u1ed3m c\u00e1c b\u01b0\u1edbc sau:<\/p>\n<p>1. \u0110\u1eb7t m\u1ee5c ti\u00eau CRM: B\u01b0\u1edbc \u0111\u1ea7u ti\u00ean l\u00e0 \u0111\u1eb7t m\u1ee5c ti\u00eau CRM c\u1ee7a c\u00f4ng ty. Nh\u1eefng m\u1ee5c ti\u00eau n\u00e0y c\u00f3 th\u1ec3 bao g\u1ed3m:<\/p>\n<ul>\n<li>T\u0103ng doanh thu b\u00e1n h\u00e0ng<\/li>\n<li>C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/li>\n<li>T\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh kinh doanh<\/li>\n<li>Bi\u1ec7n ph\u00e1p ti\u1ebft ki\u1ec7m<\/li>\n<\/ul>\n<p>2. Ph\u00e2n t\u00edch tr\u1ea1ng th\u00e1i CRM hi\u1ec7n t\u1ea1i: B\u01b0\u1edbc ti\u1ebfp theo l\u00e0 ph\u00e2n t\u00edch tr\u1ea1ng th\u00e1i CRM hi\u1ec7n t\u1ea1i c\u1ee7a c\u00f4ng ty. \u0110i\u1ec1u n\u00e0y bao g\u1ed3m vi\u1ec7c \u0111\u00e1nh gi\u00e1 c\u00e1c h\u1ec7 th\u1ed1ng v\u00e0 quy tr\u00ecnh CRM hi\u1ec7n t\u1ea1i c\u0169ng nh\u01b0 x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m m\u1ea1nh, \u0111i\u1ec3m y\u1ebfu, c\u01a1 h\u1ed9i v\u00e0 r\u1ee7i ro.<\/p>\n<p>3. X\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c CRM: B\u01b0\u1edbc th\u1ee9 ba l\u00e0 x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c CRM. Chi\u1ebfn l\u01b0\u1ee3c n\u00e0y n\u00ean bao g\u1ed3m c\u00e1c m\u1ee5c ti\u00eau, \u01b0u ti\u00ean, KPI v\u00e0 k\u1ebf ho\u1ea1ch h\u00e0nh \u0111\u1ed9ng.<\/p>\n<p>4. Tri\u1ec3n khai chi\u1ebfn l\u01b0\u1ee3c CRM: B\u01b0\u1edbc cu\u1ed1i c\u00f9ng l\u00e0 tri\u1ec3n khai chi\u1ebfn l\u01b0\u1ee3c CRM. \u0110i\u1ec1u n\u00e0y bao g\u1ed3m vi\u1ec7c tri\u1ec3n khai c\u00e1c h\u1ec7 th\u1ed1ng v\u00e0 quy tr\u00ecnh m\u1edbi c\u0169ng nh\u01b0 \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean v\u1ec1 CRM.<\/p>\n<p>M\u00f4 h\u00ecnh l\u1eadp k\u1ebf ho\u1ea1ch CRM cho chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ea7u t\u01b0 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c c\u00e1c c\u00f4ng ty thu\u1ed9c m\u1ecdi quy m\u00f4 v\u00e0 ng\u00e0nh ngh\u1ec1 s\u1eed d\u1ee5ng. V\u1edbi m\u00f4 h\u00ecnh n\u00e0y, c\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u1ecd \u0111\u1ea7u t\u01b0 v\u00e0o CRM m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 v\u00e0 ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/p>\n<h3><a id=\"post-31623-_y9i4vwuv0r88\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh kh\u00e1i ni\u1ec7m CRM<\/h3>\n<p>M\u00f4 h\u00ecnh kh\u00e1i ni\u1ec7m CRM bao g\u1ed3m 5 y\u1ebfu t\u1ed1 ch\u00ednh:<\/p>\n<ul>\n<li>\u0110\u1ecbnh h\u01b0\u1edbng quan h\u1ec7 kh\u00e1ch h\u00e0ng: \u0110\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m trong m\u1ecdi vi\u1ec7c ch\u00fang t\u00f4i l\u00e0m<\/li>\n<li>C\u00f4ng ngh\u1ec7 CRM: bao g\u1ed3m to\u00e0n b\u1ed9 c\u00f4ng ngh\u1ec7 th\u00f4ng tin v\u00e0 c\u01a1 s\u1edf h\u1ea1 t\u1ea7ng \u0111\u1ea3m b\u1ea3o qu\u1ea3n l\u00fd d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng<\/li>\n<li>T\u00ednh n\u0103ng CRM: \u0110\u1ec3 gia t\u0103ng gi\u00e1 tr\u1ecb, m\u00f4 h\u00ecnh CRM ph\u1ea3i c\u00f3 c\u00e1c t\u00ednh n\u0103ng t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, bao g\u1ed3m c\u00e1c quy tr\u00ecnh t\u1eeb ti\u1ebfp nh\u1eadn, x\u1eed l\u00fd \u0111\u1ebfn gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/li>\n<li>Quy tr\u00ecnh th\u00f4ng tin: Cung c\u1ea5p c\u00e1c ho\u1ea1t \u0111\u1ed9ng thu th\u1eadp v\u00e0 qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c th\u00f4ng tin chi ti\u1ebft v\u00e0 \u0111\u1ea7y \u0111\u1ee7 nh\u1ea5t v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 gi\u00fap c\u00f4ng ty hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng.<\/li>\n<li>Ki\u1ec3m so\u00e1t hi\u1ec7u su\u1ea5t t\u1ed5ng th\u1ec3: Ki\u1ec3m so\u00e1t hi\u1ec7u su\u1ea5t t\u1ed5ng th\u1ec3 l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 quan tr\u1ecdng trong m\u00f4 h\u00ecnh CRM v\u00e0 gi\u00fap c\u00e1c c\u00f4ng ty hi\u1ec3u \u0111\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 ti\u1ebfp th\u1ecb v\u00e0 c\u00e1 nh\u00e2n trong t\u1ed5 ch\u1ee9c.<\/li>\n<\/ul>\n<h3><a id=\"post-31623-_1ilnfpmhu0ut\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM c\u1ee7a Forrester<\/h3>\n<p>M\u00f4 h\u00ecnh Forrester \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n v\u00e0o n\u0103m 2008 d\u1ef1a tr\u00ean nh\u1eefng c\u1ea3i ti\u1ebfn v\u1ec1 s\u1ed1 li\u1ec7u hi\u1ec7u su\u1ea5t CRM c\u1ee7a Gartner. Theo \u0111\u00f3, m\u00f4 h\u00ecnh Forrester CRM bao g\u1ed3m 4 y\u1ebfu t\u1ed1: chi\u1ebfn l\u01b0\u1ee3c, quy tr\u00ecnh, con ng\u01b0\u1eddi v\u00e0 c\u00f4ng ngh\u1ec7.<\/p>\n<p>M\u00f4 h\u00ecnh n\u00e0y \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n d\u1ef1a tr\u00ean nghi\u00ean c\u1ee9u v\u00e0 ph\u00e2n t\u00edch t\u1eeb h\u00e0ng tr\u0103m c\u00f4ng ty \u0111\u00e3 tri\u1ec3n khai CRM, c\u0169ng nh\u01b0 \u0111\u00e1nh gi\u00e1 t\u1eeb nhi\u1ec1u nh\u00e0 cung c\u1ea5p gi\u1ea3i ph\u00e1p CRM v\u00e0 c\u00e1c chuy\u00ean gia t\u01b0 v\u1ea5n chuy\u00ean nghi\u1ec7p.<\/p>\n<p>M\u00f4 h\u00ecnh n\u00e0y \u0111\u1eb7c bi\u1ec7t h\u1eefu \u00edch cho c\u00e1c c\u00f4ng ty \u0111ang mu\u1ed1n b\u1eaft \u0111\u1ea7u ho\u1eb7c c\u1ea3i thi\u1ec7n ch\u01b0\u01a1ng tr\u00ecnh CRM c\u1ee7a m\u00ecnh. Ngo\u00e0i ra, th\u1ebb \u0111i\u1ec3m hi\u1ec7u su\u1ea5t m\u00f4 h\u00ecnh CRM c\u1ee7a Forrester c\u0169ng hi\u1ec3n th\u1ecb c\u00e1c ti\u00eau ch\u00ed m\u00e0 c\u00e1c c\u00f4ng ty s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t t\u1ed5ng th\u1ec3 c\u1ee7a c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh CRM c\u1ee7a h\u1ecd.<\/p>\n<h2><a id=\"post-31623-_4bii88v2blp\" data-page-optimizer-editable=\"true\"><\/a>Nghi\u00ean c\u1ee9u \u0111i\u1ec3n h\u00ecnh v\u1ec1 \u1ee9ng d\u1ee5ng m\u00f4 h\u00ecnh CRM th\u00e0nh c\u00f4ng<\/h2>\n<p>D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 \u1ee9ng d\u1ee5ng m\u00f4 h\u00ecnh CRM th\u00e0nh c\u00f4ng trong th\u1ef1c t\u1ebf:<\/p>\n<h3><a id=\"post-31623-_l8vkhq58brj7\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM CRM<\/h3>\n<p>V\u00ec \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m v\u00e0 hi\u1ec3u t\u1ea7m quan tr\u1ecdng c\u1ee7a m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng n\u00ean coi CRM l\u00e0 m\u1ed9t h\u1ec7 th\u1ed1ng \u201cs\u1ed1ng c\u00f2n\u201d trong ho\u1ea1t \u0111\u1ed9ng kinh doanh, \u0111\u1eb7c bi\u1ec7t \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng B2B \u2013 \u0111\u1ea1i l\u00fd. . Th\u1ef1c t\u1ebf tr\u01b0\u1edbc v\u00e0 sau khi \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh CRM t\u1ea1i VNM:<\/p>\n<h4><a id=\"post-31623-_vq9vnk9zf50n\" data-page-optimizer-editable=\"true\"><\/a>Tr\u01b0\u1edbc khi \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh CRM<\/h4>\n<ul>\n<li>Qu\u1ea3n l\u00fd k\u00eanh b\u00e1n h\u00e0ng kh\u00f3<\/li>\n<li>X\u00e2y d\u1ef1ng v\u00e0 qu\u1ea3n l\u00fd k\u00eanh b\u00e1n h\u00e0ng n\u00f4ng th\u00f4n \u0111\u00f2i h\u1ecfi nhi\u1ec1u th\u1eddi gian v\u00e0 ti\u1ec1n b\u1ea1c<\/li>\n<li>S\u1ef1 gi\u00e1n \u0111o\u1ea1n th\u00f4ng tin gi\u1eefa c\u00e1c giai \u0111o\u1ea1n trung gian<\/li>\n<\/ul>\n<h4><a id=\"post-31623-_mvs9ipv6sfs9\" data-page-optimizer-editable=\"true\"><\/a>Sau khi \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh CRM<\/h4>\n<p>Hi\u1ec7n nay, VNM \u0111ang s\u1eed d\u1ee5ng \u0111\u1ed3ng th\u1eddi 3 gi\u1ea3i ph\u00e1p qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng n\u1ed5i ti\u1ebfng t\u1eeb n\u0103m 2007 l\u00e0 Oracle, SAP v\u00e0 Microsoft. Nh\u1eefng thay \u0111\u1ed5i t\u00edch c\u1ef1c sau khi VNM gi\u1edbi thi\u1ec7u h\u1ec7 th\u1ed1ng CRM bao g\u1ed3m:<\/p>\n<ul>\n<li>B\u1ed9 ph\u1eadn kinh doanh: r\u00fat ng\u1eafn chu k\u1ef3 b\u00e1n h\u00e0ng, t\u0103ng doanh s\u1ed1, doanh s\u1ed1 b\u00ecnh qu\u00e2n th\u00e1ng<\/li>\n<li>Ph\u00f2ng Marketing: Gi\u1ea3m chi ph\u00ed t\u00ecm ki\u1ebfm c\u01a1 h\u1ed9i v\u00e0 chuy\u1ec3n \u0111\u1ed5i h\u1ecd th\u00e0nh kh\u00e1ch h\u00e0ng (do \u0111\u00f3 l\u00e0m gi\u1ea3m CAC c\u1ee7a c\u00f4ng ty) v\u00e0 c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i c\u1ee7a c\u00e1c chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb<\/li>\n<li>Ph\u00f2ng CSKH: N\u00e2ng cao y\u1ebfu t\u1ed1 h\u00e0i l\u00f2ng, r\u00fat \u200b\u200bng\u1eafn th\u1eddi gian ph\u1ea3n h\u1ed3i, t\u0103ng hi\u1ec7u qu\u1ea3 ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng&#8230;<\/li>\n<\/ul>\n<p>B\u1eb1ng s\u1ef1 n\u1ed7 l\u1ef1c kh\u00f4ng m\u1ec7t m\u1ecfi c\u1ee7a to\u00e0n b\u1ed9 b\u1ed9 m\u00e1y v\u00e0 vi\u1ec7c \u00e1p d\u1ee5ng hi\u1ec7u qu\u1ea3 m\u00f4 h\u00ecnh CRM, VNM ti\u1ebfp t\u1ee5c gi\u1eef v\u1eefng v\u1ecb th\u1ebf d\u1eabn \u0111\u1ea7u ng\u00e0nh s\u1eefa Vi\u1ec7t Nam v\u00e0 kh\u00f4ng ng\u1eebng gia t\u0103ng th\u1ecb ph\u1ea7n.<\/p>\n<h3><a id=\"post-31623-_q58kf1yxe93f\" data-page-optimizer-editable=\"true\"><\/a>M\u00f4 h\u00ecnh CRM c\u1ee7a Coca-Cola<\/h3>\n<p>Coca Cola \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh QCI CRM v\u1edbi h\u1ec7 th\u1ed1ng SAP v\u00e0 Salesforces trong qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng. Coca-Cola \u0111\u1ea3m b\u1ea3o s\u1ef1 hi\u1ec7n di\u1ec7n to\u00e0n c\u1ea7u b\u1eb1ng c\u00e1ch k\u1ebft h\u1ee3p chi\u1ebfn l\u01b0\u1ee3c to\u00e0n c\u1ea7u v\u1edbi c\u00e1c y\u1ebfu t\u1ed1 ph\u00f9 h\u1ee3p v\u1edbi \u0111\u1ecba ph\u01b0\u01a1ng.<\/p>\n<p>L\u00fd do cho \u0111i\u1ec1u n\u00e0y l\u00e0 \u0111\u1ec3 gi\u1eef cho th\u01b0\u01a1ng hi\u1ec7u hi\u1ec7n di\u1ec7n tr\u00ean to\u00e0n c\u1ea7u, nh\u01b0ng \u0111\u1ed3ng th\u1eddi ph\u1ea3i linh ho\u1ea1t nh\u1ea5t c\u00f3 th\u1ec3 \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u, mong mu\u1ed1n v\u00e0 th\u00f3i quen \u0111\u1ecba ph\u01b0\u01a1ng tr\u00ean to\u00e0n th\u1ebf gi\u1edbi (Jabbar, 2016).<\/p>\n<p>Coca-Cola \u0111\u00e3 s\u1eed d\u1ee5ng m\u00f4 h\u00ecnh QCI CRM sau khi s\u1eed d\u1ee5ng m\u1ed9t h\u1ec7 th\u1ed1ng c\u0169 t\u1ecf ra kh\u00f4ng hi\u1ec7u qu\u1ea3 (Payne &amp; Frow, 2013). H\u1ec7 th\u1ed1ng c\u0169 kh\u00f4ng hi\u1ec7u qu\u1ea3 v\u00e0 kh\u00f4ng th\u00e2n thi\u1ec7n v\u1edbi ng\u01b0\u1eddi d\u00f9ng do chi ph\u00ed cao. Chi\u1ebfn l\u01b0\u1ee3c kinh doanh c\u1ee7a Coca Cola l\u00e0 suy ngh\u0129 \u0111\u1ecba ph\u01b0\u01a1ng v\u00e0 h\u00e0nh \u0111\u1ed9ng \u0111\u1ecba ph\u01b0\u01a1ng. Hi\u1ec7u qu\u1ea3 chung c\u1ee7a c\u00f4ng ty ph\u1ee5 thu\u1ed9c v\u00e0o s\u1ef1 ph\u1ed1i h\u1ee3p c\u1ee7a c\u00e1c \u0111\u1ed1i t\u00e1c b\u00e1n h\u00e0ng \u0111\u1ecba ph\u01b0\u01a1ng v\u00e0 \u0111\u1ea3m b\u1ea3o s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>V\u1edbi h\u1ec7 th\u1ed1ng CRM, d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c thu th\u1eadp gi\u00fap c\u1ea3i thi\u1ec7n vi\u1ec7c ki\u1ec3m so\u00e1t chi ph\u00ed khi ph\u00e2n ph\u1ed1i s\u1ea3n ph\u1ea9m. C\u00e1c c\u1eeda h\u00e0ng s\u1eed d\u1ee5ng th\u00f4ng tin chi ti\u1ebft \u0111\u1ec3 \u0111\u00e1p \u1ee9ng y\u00eau c\u1ea7u c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng trong m\u1ed9t quy tr\u00ecnh hi\u1ec7u qu\u1ea3 cao. CRM gi\u00fap c\u1eadp nh\u1eadt v\u00e0 t\u0103ng th\u1ecb ph\u1ea7n c\u1ee7a c\u00f4ng ty \u0111\u1ed3ng th\u1eddi n\u00e2ng cao danh ti\u1ebfng c\u1ee7a c\u00f4ng ty tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/p>\n<h2><a id=\"post-31623-_b8rp3ifucbr2\" data-page-optimizer-editable=\"true\"><\/a>Tri\u1ec3n khai m\u00f4 h\u00ecnh CRM hi\u1ec7u qu\u1ea3 v\u1edbi ph\u1ea7n m\u1ec1mMeeyCRM<\/h2>\n<p>MeeyCRM l\u00e0 ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u h\u00f3a cho c\u00e1c doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf. ApplicationMeeyCRM M\u00f4 h\u00ecnh CRM gi\u1ea3i quy\u1ebft nhi\u1ec1u \u0111i\u1ec3m ngh\u1ebdn cho c\u00e1c c\u00f4ng ty thu\u1ed9c c\u00e1c ng\u00e0nh kh\u00e1c nhau:<\/p>\n<ul>\n<li>CRM Marketing: Gi\u1ea3i ph\u00f3ng c\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb kh\u1ecfi s\u1ef1 ph\u1ee9c t\u1ea1p c\u1ee7a c\u00f4ng ngh\u1ec7 v\u00e0 d\u1eef li\u1ec7u: t\u1ef1 \u0111\u1ed9ng h\u00f3a ti\u1ebfp th\u1ecb v\u1edbi t\u1ef1 \u0111\u1ed9ng h\u00f3a ti\u1ebfp th\u1ecb, thu th\u1eadp kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng qua bi\u1ec3u m\u1eabu web v\u00e0 t\u1ef1 \u0111\u1ed9ng ph\u00e2n chia theo doanh s\u1ed1, b\u00e1o c\u00e1o tr\u1ef1c quan \u0111\u1ec3 d\u1ec5 d\u00e0ng \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a ti\u1ebfp th\u1ecb k\u00eanh<\/li>\n<li>B\u00e1n h\u00e0ng CRM: \u0110\u1ea9y nhanh doanh s\u1ed1, ch\u1ed1t doanh s\u1ed1 nhanh ch\u00f3ng v\u1edbi quy tr\u00ecnh b\u00e1n h\u00e0ng B2B ti\u00eau chu\u1ea9n qu\u1ed1c t\u1ebf, b\u1ea3ng \u0111i\u1ec1u khi\u1ec3n b\u00e1n h\u00e0ng hi\u1ec7n \u0111\u1ea1i gi\u00fap \u0111\u1ea1i di\u1ec7n b\u00e1n h\u00e0ng \u0111\u1ea1t ch\u1ec9 ti\u00eau&#8230;<\/li>\n<li>D\u1ecbch v\u1ee5 CRM: Ti\u1ebft ki\u1ec7m chi ph\u00ed t\u1ed1i \u0111a, h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 v\u1edbi h\u1ec7 th\u1ed1ng ticket, h\u1ec7 th\u1ed1ng call center, \u0111\u1eb7t l\u1ecbch h\u1eb9n d\u1ec5 d\u00e0ng&#8230;<\/li>\n<li>CRM \u2013 Collaborative: N\u00e2ng cao t\u00ednh t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u00e1c t\u00ednh n\u0103ng l\u00e0m vi\u1ec7c nh\u00f3m, chia s\u1ebb th\u00f4ng tin n\u1ed9i b\u1ed9\u2026<\/li>\n<\/ul>\n<p>Ch\u00fang t\u00f4i hy v\u1ecdng b\u00e0i vi\u1ebft s\u1ebd gi\u00fap b\u1ea1n c\u00f3 th\u00eam th\u00f4ng tin v\u1ec1 m\u00f4 h\u00ecnh CRM \u0111\u1ec3 \u1ee9ng d\u1ee5ng hi\u1ec7u qu\u1ea3 v\u00e0o th\u1ef1c ti\u1ec5n kinh doanh. \u0110\u1eebng qu\u00ean theo d\u00f5i MeeyCRM \u0111\u1ec3 c\u1eadp nh\u1eadt nh\u1eefng th\u00f4ng tin qu\u1ea3n l\u00fd v\u00e0 CRM m\u1edbi nh\u1ea5t nh\u00e9!<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>M\u00f4 h\u00ecnh CRM v\u1edbi ph\u1ea7n m\u1ec1m systemCRM \u0111\u01b0\u1ee3c coi l\u00e0 \u201cc\u1eb7p b\u00e0i\u201d trong vi\u1ec7c qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. H\u00e3y t\u01b0\u1edfng t\u01b0\u1ee3ng b\u1ea1n \u0111ang&#8230; <\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[202],"tags":[],"class_list":["post-31623","post","type-post","status-publish","format-standard","hentry","category-crm"],"_links":{"self":[{"href":"https:\/\/meeycrm.com\/tin-tuc\/wp-json\/wp\/v2\/posts\/31623","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/meeycrm.com\/tin-tuc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/meeycrm.com\/tin-tuc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/meeycrm.com\/tin-tuc\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/meeycrm.com\/tin-tuc\/wp-json\/wp\/v2\/comments?post=31623"}],"version-history":[{"count":2,"href":"https:\/\/meeycrm.com\/tin-tuc\/wp-json\/wp\/v2\/posts\/31623\/revisions"}],"predecessor-version":[{"id":31637,"href":"https:\/\/meeycrm.com\/tin-tuc\/wp-json\/wp\/v2\/posts\/31623\/revisions\/31637"}],"wp:attachment":[{"href":"https:\/\/meeycrm.com\/tin-tuc\/wp-json\/wp\/v2\/media?parent=31623"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/meeycrm.com\/tin-tuc\/wp-json\/wp\/v2\/categories?post=31623"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/meeycrm.com\/tin-tuc\/wp-json\/wp\/v2\/tags?post=31623"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}