{"id":2174,"date":"2021-07-19T15:26:39","date_gmt":"2021-07-19T08:26:39","guid":{"rendered":"http:\/\/htttdn.com\/?post_type=ht_kb&p=2174"},"modified":"2021-07-30T09:30:05","modified_gmt":"2021-07-30T02:30:05","slug":"giai-phap-phan-mem-crm-quan-ly-quan-he-khach-hang","status":"publish","type":"ht_kb","link":"https:\/\/htttdn.com\/index.php\/tin-tuc\/giai-phap-phan-mem-crm-quan-ly-quan-he-khach-hang\/","title":{"rendered":"Gi\u1ea3i ph\u00e1p ph\u1ea7n m\u1ec1m CRM – Qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng"},"content":{"rendered":"

B\u00e0i vi\u1ebft t\u1ed5ng quan gi\u00fap b\u1ea1n c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng hi\u1ec3u bi\u1ebft \u0111\u1ea7y \u0111\u1ee7 v\u1ec1 qu\u00e1 kh\u1ee9, hi\u1ec7n t\u1ea1i v\u00e0 xu h\u01b0\u1edbng t\u01b0\u01a1ng lai c\u1ee7a ph\u1ea7n m\u1ec1m CRM.<\/strong><\/p>\n

CRM hay ph\u1ea7n m\u1ec1m CRM<\/em> \u0111ang l\u00e0 nh\u1eefng t\u1eeb kho\u00e1 hot \u0111\u01b0\u1ee3c d\u00f9ng th\u01b0\u1eddng xuy\u00ean trong c\u00e1c cu\u1ed9c trao \u0111\u1ed5i v\u1ec1 qu\u1ea3n l\u00fd \u1edf doanh nghi\u1ec7p. \u1ea4n t\u01b0\u1ee3ng \u0111\u1ea7u ti\u00ean khi n\u00f3i v\u1ec1 CRM l\u00e0 n\u00f3 li\u00ean quan \u0111\u1ebfn vi\u1ec7c s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 \u0111\u1ec3 qu\u1ea3n l\u00fd th\u1eadt t\u1ed1t m\u1ed1i quan h\u1ec7 gi\u1eefa doanh nghi\u1ec7p v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ed1i t\u00e1c c\u1ee7a m\u00ecnh.<\/p>\n

Ban \u0111\u1ea7u, CRM ch\u1ec9 l\u00e0 m\u1ed9t h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd th\u00f4ng tin li\u00ean h\u1ec7 (CMS – Contact Management System) \u0111\u01a1n gi\u1ea3n, nh\u01b0ng theo th\u1eddi gian, c\u00e1c nh\u00e0 cung c\u1ea5p h\u01b0\u1edbng \u0111\u1ebfn vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed9t gi\u1ea3i ph\u00e1p CRM to\u00e0n di\u1ec7n bao g\u1ed3m c\u00e1c ho\u1ea1t \u0111\u1ed9ng sales v\u00e0 marketing, \u0111\u1ed3ng th\u1eddi tr\u1edf th\u00e0nh ph\u1ea7n \u2018m\u1edf r\u1ed9ng\u2019 quan tr\u1ecdng (v\u00ed d\u1ee5, cho gi\u1ea3i ph\u00e1p ERP<\/a><\/span>) trong vi\u1ec7c gi\u00fap doanh nghi\u1ec7p hi\u1ec3u kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n, t\u1eeb \u0111\u00f3 cung c\u1ea5p th\u00f4ng tin cho c\u00e1c thay \u0111\u1ed5i v\u1ec1 s\u1ea3n ph\u1ea9m – d\u1ecbch v\u1ee5, gi\u00fap ph\u00e1t tri\u1ec3n, gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 c\u00f3 chi\u1ebfn l\u01b0\u1ee3c gia t\u0103ng doanh s\u1ed1.<\/p>\n

\"\"<\/p>\n

Nh\u1eb1m c\u00f3 c\u00e1i nh\u00ecn \u0111\u01a1n gi\u1ea3n v\u00e0 \u0111\u1ea7y \u0111\u1ee7 v\u1ec1 \u1ee9ng d\u1ee5ng n\u00e0y, fast.com.vn xin t\u1ed5ng k\u1ebft c\u00e1c ki\u1ebfn th\u1ee9c v\u1ec1 CRM, b\u1ea1n c\u00f3 c\u00f3 th\u1ec3 g\u1eedi c\u00e2u h\u1ecfi ho\u1eb7c b\u00ecnh lu\u1eadn c\u1ee7a m\u00ecnh v\u1ec1 n\u1ed9i dung \u1edf b\u00ean d\u01b0\u1edbi.<\/p>\n

CRM l\u00e0 g\u00ec?<\/strong><\/h2>\n

C\u00f3 kh\u00e1 nhi\u1ec1u \u0111\u1ecbnh ngh\u0129a v\u1ec1 CRM v\u00e0 m\u1ed7i \u0111\u1ecbnh ngh\u0129a \u0111\u1ec1u ph\u1ea3n \u00e1nh \u0111\u01b0\u1ee3c c\u1ed1t l\u00f5i v\u1ec1 CRM, \u1edf \u0111\u00e2y s\u1ebd k\u1ebft h\u1ee3p c\u00e1c \u0111\u1ecbnh ngh\u0129a n\u00e0y \u0111\u1ec3 \u0111\u01b0a ra c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n h\u01a1n.<\/p>\n

CRM (hay Customer Relationship Management)<\/span> bao g\u1ed3m c\u00e1c th\u1ef1c ti\u1ec5n, chi\u1ebfn l\u01b0\u1ee3c v\u00e0 c\u00f4ng ngh\u1ec7 m\u00e0 doanh nghi\u1ec7p s\u1eed d\u1ee5ng \u0111\u1ec3 qu\u1ea3n l\u00fd v\u00e0 ph\u00e2n t\u00edch t\u1ea5t c\u1ea3 c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u00e0 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng trong su\u1ed1t v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng, m\u1ee5c ti\u00eau cu\u1ed1i c\u00f9ng l\u00e0 c\u1ea3i thi\u1ec7n m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng, h\u1ed7 tr\u1ee3 gi\u1eef ch\u00e2n v\u00e0 th\u00fac \u0111\u1ea9y t\u0103ng tr\u01b0\u1edfng doanh thu.<\/p>\n

C\u00f2n ph\u1ea7n m\u1ec1m CRM l\u00e0 c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 cho vi\u1ec7c l\u01b0u tr\u1eef v\u00e0 qu\u1ea3n l\u00fd c\u00e1c m\u1ed1i quan h\u1ec7, d\u1eef li\u1ec7u v\u00e0 th\u00f4ng tin li\u00ean quan \u0111\u1ebfn kh\u00e1ch h\u00e0ng (customer), \u0111\u1ea7u m\u1ed1i (lead) v\u00e0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng (prospect) ho\u1eb7c c\u00f3 th\u1ec3 l\u00e0 \u0111\u1ed1i t\u00e1c kinh doanh.<\/p>\n

M\u1ed9t h\u1ec7 th\u1ed1ng CRM \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf \u0111\u1ec3 t\u1eadp h\u1ee3p t\u1ea5t c\u1ea3 th\u00f4ng tin v\u1ec1 kh\u00e1ch h\u00e0ng tr\u00ean kh\u1eafp c\u00e1c k\u00eanh hay c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p (g\u1ed3m website, \u0111i\u1ec7n tho\u1ea1i, live chat, th\u01b0 t\u1eeb, t\u00e0i li\u1ec7u v\u00e0 m\u1ea1ng x\u00e3 h\u1ed9i) v\u1ec1 m\u1ed9t m\u1ed1i. T\u1eeb \u0111\u00f3, cung c\u1ea5p cho c\u00e1c nh\u00e2n s\u1ef1 l\u00e0m vi\u1ec7c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng v\u1ec1 th\u00f4ng tin c\u00e1 nh\u00e2n, l\u1ecbch s\u1eed mua, c\u00e1c s\u1edf th\u00edch ho\u1eb7c m\u1ed1i quan t\u00e2m khi mua.<\/p>\n

N\u00f3i ng\u1eafn g\u1ecdn, CRM \u0111ang \u0111\u01b0\u1ee3c xem n\u1ec1n t\u1ea3ng c\u1ee7a sales v\u00e0 marketing hi\u1ec7n \u0111\u1ea1i.<\/p>\n

10 t\u00ednh n\u0103ng c\u1ee7a CRM<\/strong><\/h2>\n

Nhi\u1ec1u ph\u1ea7n m\u1ec1m CRM kh\u00e1c nhau \u0111\u1ebfn t\u1eeb nhi\u1ec1u nh\u00e0 cung c\u1ea5p kh\u00e1c nhau, tuy nhi\u00ean v\u1eabn c\u00f3 nh\u1eefng \u0111i\u1ec3m chung th\u01b0\u1eddng th\u1ea5y gi\u1eefa c\u00e1c ph\u1ea7n m\u1ec1m CRM n\u00e0y, c\u1ee5 th\u1ec3 l\u00e0 \u1edf t\u00ednh n\u0103ng. \u1ede \u0111\u00e2y b\u00e0i vi\u1ebft s\u1ebd li\u1ec7t k\u00ea 10 t\u00ednh n\u0103ng \u0111\u01b0\u1ee3c chia th\u00e0nh 2 nh\u00f3m m\u00e0 ng\u01b0\u1eddi d\u00f9ng th\u01b0\u1eddng xuy\u00ean v\u00e0 mong mu\u1ed1n s\u1eed d\u1ee5ng nh\u1ea5t trong t\u1ea5t c\u1ea3 c\u00e1c t\u00ednh n\u0103ng.<\/p>\n

Theo th\u1ed1ng k\u00ea t\u1eeb Capterra, 5 t\u00ednh n\u0103ng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng nhi\u1ec1u nh\u1ea5t c\u1ee7a CRM<\/strong>, bao g\u1ed3m:<\/p>\n

1. Qu\u1ea3n l\u00fd l\u1ecbch (calendar management)<\/em><\/p>\n

H\u1ed7 tr\u1ee3 x\u00e1c \u0111\u1ecbnh v\u00e0 l\u00ean l\u1ecbch tr\u00ecnh t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng ho\u1eb7c kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. \u0110i\u1ec3m m\u1ea5u ch\u1ed1t l\u00e0 kh\u00f4ng qu\u00e1 s\u1edbm c\u0169ng kh\u00f4ng qu\u00e1 mu\u1ed9n, li\u00ean h\u1ec7 \u0111\u00fang th\u1eddi \u0111i\u1ec3m s\u1ebd gi\u00fap \u0111\u1ea9y cao kh\u1ea3 n\u0103ng chuy\u1ec3n \u0111\u1ed5i th\u00e0nh kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1. V\u1edbi nh\u00e2n vi\u00ean ch\u0103m s\u00f3c, \u0111\u00e2y l\u00e0 t\u00ednh n\u0103ng gi\u00fap qu\u1ea3n l\u00fd t\u1ed1t vi\u1ec7c li\u00ean h\u1ec7 h\u1ed7 tr\u1ee3 sau mua nh\u1eb1m gi\u00fap kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 t\u1ed1t nh\u1ea5t t\u1eeb doanh nghi\u1ec7p.<\/p>\n

2. Email marketing<\/em><\/p>\n

V\u1edbi c\u01a1 s\u1edf d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng theo th\u1eddi gian, \u0111\u1ed9i ng\u0169 marketing c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c chi\u1ebfn d\u1ecbch email marketing v\u1edbi nhi\u1ec1u m\u1ee5c \u0111\u00edch \u0111a d\u1ea1ng (th\u01b0\u1eddng l\u00e0 cung c\u1ea5p b\u1ea3n tin, ho\u1eb7c th\u1eddi gian ra m\u1eaft t\u00ednh n\u0103ng m\u1edbi ho\u1eb7c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u1ea1i, gi\u1ea3m gi\u00e1), th\u00f4ng qua \u0111\u00f3 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 li\u00ean t\u1ee5c v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n

3. Qu\u1ea3n l\u00fd b\u00e1o gi\u00e1, \u0111\u1ec1 xu\u1ea5t (quote, proposal)<\/em><\/p>\n

Qu\u1ea3n l\u00fd b\u00e1o gi\u00e1, \u0111\u1ec1 xu\u1ea5t cho t\u1eebng kh\u00e1ch h\u00e0ng ho\u1eb7c nh\u00f3m kh\u00e1ch h\u00e0ng, t\u1ef1 \u0111\u1ed9ng s\u1eed d\u1ee5ng gi\u00e1 \u0111\u00e3 b\u00e1o khi th\u1ef1c hi\u1ec7n \u0111\u01a1n h\u00e0ng cho kh\u00e1ch h\u00e0ng, tr\u00e1nh nh\u1ea7m l\u1eabn v\u1ec1 m\u1eb7t th\u00f4ng tin v\u00e0 th\u1ec3 hi\u1ec7n h\u00ecnh \u1ea3nh chuy\u00ean nghi\u1ec7p.<\/p>\n

4. T\u00edch h\u1ee3p marketing t\u1ef1 \u0111\u1ed9ng (marketing automation)<\/em><\/p>\n

T\u1ef1 \u0111\u1ed9ng cho c\u00e1c nhi\u1ec7m v\u1ee5 c\u00f4ng vi\u1ec7c l\u1eb7p l\u1ea1i nh\u1eb1m n\u00e2ng cao hi\u1ec7u qu\u1ea3 marketing bao g\u1ed3m qu\u1ea3n l\u00fd chi\u1ebfn d\u1ecbch v\u00e0 qu\u1ea3n l\u00fd email, b\u00e1o c\u00e1o v\u00e0 ph\u00e2n t\u00edch kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, t\u1ed1i \u01b0u ho\u00e1 website, t\u1ea1o landing page v\u00e0 m\u1eabu bi\u1ec3u.<\/p>\n

5. Ch\u1ea5m \u0111i\u1ec3m \u0111\u1ea7u m\u1ed1i (lead scoring)<\/em><\/p>\n

T\u00ednh n\u0103ng cho bi\u1ebft kh\u1ea3 n\u0103ng chuy\u1ec3n \u0111\u1ed5i c\u1ee7a m\u1ed9t \u0111\u1ea7u m\u1ed1i th\u00f4ng qua \u0111i\u1ec3m \u0111\u00e1nh gi\u00e1, nh\u1eb1m c\u00f3 s\u1ef1 ch\u1ee7 \u0111\u1ed9ng trong vi\u1ec7c li\u00ean h\u1ec7 v\u00e0 \u01b0u ti\u00ean khi ch\u0103m s\u00f3c.<\/p>\n

5 t\u00ednh n\u0103ng \u0111\u01b0\u1ee3c mong mu\u1ed1n nh\u1ea5t khi s\u1eed d\u1ee5ng CRM<\/strong>:<\/h3>\n

1. Theo d\u00f5i m\u1ea1ng x\u00e3 h\u1ed9i (social listening)<\/em><\/p>\n

Bi\u1ebft \u0111\u01b0\u1ee3c th\u01b0\u01a1ng hi\u1ec7u hay s\u1ea3n ph\u1ea9m c\u1ee7a m\u00ecnh \u0111ang \u0111\u01b0\u1ee3c lan truy\u1ec1n \/ th\u1ea3o lu\u1eadn ra sao tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, c\u1ef1c k\u00ec h\u1eefu \u00edch v\u1edbi c\u00e1c doanh nghi\u1ec7p th\u01b0\u1eddng xuy\u00ean th\u1ef1c hi\u1ec7n c\u00e1c chi\u1ebfn d\u1ecbch b\u00e1n h\u00e0ng, qu\u1ea3ng c\u00e1o tr\u00ean c\u00e1c n\u1ec1n t\u1ea3ng n\u00e0y.<\/p>\n

2. H\u1ed3 s\u01a1 m\u1ea1ng x\u00e3 h\u1ed9i (social profile)<\/em><\/p>\n

B\u1ed5 sung m\u1eb7t c\u00f2n l\u1ea1i trong vi\u1ec7c thu th\u1eadp th\u00f4ng tin kh\u00e1ch h\u00e0ng nh\u1eb1m c\u00f3 \u0111\u01b0\u1ee3c b\u1ee9c tranh \u0111\u1ea7y \u0111\u1ee7 v\u1ec1 kh\u00e1ch h\u00e0ng, b\u00ean c\u1ea1nh c\u00e1c th\u00f4ng tin \u0111\u01b0\u1ee3c thu th\u1eadp th\u00f4ng qua ho\u1ea1t \u0111\u1ed9ng b\u00e1n h\u00e0ng v\u00e0 marketing.<\/p>\n

3. \u1ee8ng d\u1ee5ng tr\u00ean di \u0111\u1ed9ng (mobile app)<\/em><\/p>\n

Ti\u1ebfng n\u00f3i c\u1ee7a xu h\u01b0\u1edbng hi\u1ec7n \u0111\u1ea1i, t\u0103ng t\u00ednh linh ho\u1ea1t cho ng\u01b0\u1eddi d\u00f9ng. \u0110a ph\u1ea7n c\u00e1c nh\u00e0 cung c\u1ea5p CRM ng\u00e0y nay \u0111\u1ec1u \u0111\u00e3 ho\u1eb7c \u0111ang c\u00f3 k\u1ebf ho\u1ea1ch cung c\u1ea5p gi\u1ea3i ph\u00e1p CRM tr\u00ean n\u1ec1n t\u1ea3ng di \u0111\u1ed9ng.<\/p>\n

4. Theo d\u00f5i \u0111\u00e1nh gi\u00e1 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng (customer loyalty)<\/em><\/p>\n

C\u1ea1nh tranh c\u00e0ng cao trong m\u1ed9t l\u0129nh v\u1ef1c, th\u00ec t\u1ea7m quan tr\u1ecdng c\u1ee7a c\u00f4ng t\u00e1c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng cao, gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5 l\u00e0 nhi\u1ec7m v\u1ee5 t\u1ed1i h\u1eadu trong m\u00f4i tr\u01b0\u1eddng kinh doanh ng\u00e0y nay. Vi\u1ec7c bi\u1ebft \u0111\u01b0\u1ee3c m\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng s\u1ebd gi\u00fap \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau n\u00e0y.<\/p>\n

5. T\u00edch h\u1ee3p e-commerce (e-commerce integration)<\/em><\/p>\n

\u0110\u00e2y l\u00e0 t\u00ednh n\u0103ng \u0111ang ng\u00e0y c\u00e0ng \u0111\u01b0\u1ee3c \u01b0a chu\u1ed9ng. V\u1edbi doanh nghi\u1ec7p s\u1eed d\u1ee5ng, \u0111\u00e2y l\u00e0 t\u00ednh n\u0103ng gi\u00fap h\u1ecd t\u1eadn d\u1ee5ng \u0111\u01b0\u1ee3c c\u00e1c hi\u1ec3u bi\u1ebft v\u1ec1 th\u00f3i quen v\u00e0 h\u00e0nh vi mua h\u00e0ng c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng, k\u1ebft h\u1ee3p ch\u00fang v\u00e0o n\u1ec1n t\u1ea3ng th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed, nh\u1eb1m l\u00e0m t\u0103ng tr\u1ea3i nghi\u1ec7m v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. V\u1edbi nh\u00e0 cung c\u1ea5p gi\u1ea3i ph\u00e1p, t\u00ednh n\u0103ng n\u00e0y gi\u00fap h\u1ecd v\u01b0\u1ee3t tr\u1ed9i h\u01a1n so v\u1edbi \u0111\u1ed1i th\u1ee7, \u0111\u1ed3ng th\u1eddi c\u0169ng l\u00e0 \u2018m\u1ed3i c\u00e2u\u2019 thu h\u00fat c\u00e1c doanh nghi\u1ec7p g\u1eafn b\u00f3 v\u1edbi gi\u1ea3i ph\u00e1p c\u1ee7a m\u00ecnh.<\/p>\n

6 \u0111\u1ed1i t\u01b0\u1ee3ng s\u1eed d\u1ee5ng CRM<\/strong><\/h2>\n

Th\u00f4ng th\u01b0\u1eddng, \u1ee9ng d\u1ee5ng CRM s\u1ebd \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng b\u1edfi c\u00e1c \u0111\u1ed1i t\u01b0\u1ee3ng sau trong doanh nghi\u1ec7p, t\u01b0\u01a1ng \u1ee9ng v\u1edbi t\u1eebng m\u1ee5c \u0111\u00edch s\u1eed d\u1ee5ng kh\u00e1c nhau.<\/p>\n

1. \u0110\u1ed9i ng\u0169 b\u00e1n h\u00e0ng<\/em><\/p>\n

Nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng s\u1eed d\u1ee5ng CRM \u0111\u1ec3 ghi nh\u1eadn c\u00e1c c\u01a1 h\u1ed9i, c\u00e1c cu\u1ed9c g\u1ecdi c\u0169ng nh\u01b0 th\u00f4ng tin li\u00ean h\u1ec7, l\u00ean l\u1ecbch li\u00ean h\u1ec7, theo d\u00f5i tr\u1ea1ng th\u00e1i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng \u0111\u1ec3 th\u1ef1c hi\u1ec7n n\u1ed7 l\u1ef1c b\u00e1n h\u00e0ng. C\u1ea5p qu\u1ea3n l\u00fd b\u00e1n h\u00e0ng s\u1ebd s\u1eed d\u1ee5ng CRM \u0111\u1ec3 bi\u1ebft m\u1ed9t kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng \u0111ang \u1edf giai \u0111o\u1ea1n n\u00e0o trong h\u00e0nh tr\u00ecnh mua (buying journey) v\u00e0 theo d\u00f5i ti\u1ebfn \u0111\u1ed9 ch\u1ed1t sales. Qu\u00e1 tr\u00ecnh n\u00e0y gi\u00fap nh\u1eadn ra nh\u1eefng nh\u00e2n vi\u00ean sales n\u00e0o c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o th\u00eam.<\/p>\n

2. Chuy\u00ean gia marketing<\/em><\/p>\n

Chuy\u00ean gia marketing s\u1ebd s\u1eed d\u1ee5ng c\u00e1c th\u00f4ng tin l\u1ea5y \u0111\u01b0\u1ee3c t\u1eeb CRM \u0111\u1ec3 gi\u1edbi thi\u1ec7u t\u1ed1t h\u01a1n c\u00e1c s\u1ea3n ph\u1ea9m doanh nghi\u1ec7p. Th\u00f4ng tin trong CRM cung c\u1ea5p hi\u1ec3u bi\u1ebft v\u1ec1 th\u1ecb tr\u01b0\u1eddng v\u00e0 ph\u00e2n kh\u00fac. Marketing s\u1ebd c\u00f3 nhi\u1ec1u th\u1eddi gian t\u1eadp trung v\u00e0o c\u00e1c \u00fd t\u01b0\u1edfng s\u00e1ng t\u1ea1o gi\u00fap t\u00ecm \u0111\u01b0\u1ee3c nhi\u1ec1u \u0111\u1ea7u m\u1ed1i h\u01a1n.<\/p>\n

3. Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/em><\/p>\n

M\u1ee5c ti\u00eau c\u1ee7a CRM gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n, v\u00e0 m\u1ed9t trong s\u1ed1 c\u00e1c ho\u1ea1t \u0111\u1ed9ng gi\u00fap \u0111\u1ea1t m\u1ee5c ti\u00eau n\u00e0y ch\u00ednh l\u00e0 c\u00f4ng t\u00e1c ch\u0103m s\u00f3c. C\u00e1c nh\u00e2n vi\u00ean ch\u0103m s\u00f3c s\u1ebd d\u1ef1a tr\u00ean c\u00e1c t\u01b0\u01a1ng t\u00e1c \u0111\u00e3 \u0111\u01b0\u1ee3c ghi l\u1ea1i tr\u00ean h\u1ec7 th\u1ed1ng CRM \u0111\u1ec3 th\u1ef1c hi\u1ec7n c\u00e1c ho\u1ea1t \u0111\u1ed9ng ch\u0103m s\u00f3c, h\u1ed7 tr\u1ee3, ghi nh\u1eadn khi\u1ebfu n\u1ea1i, gi\u1ea3i quy\u1ebft s\u1ef1 c\u1ed1 v.v…<\/p>\n

4. IT<\/em><\/p>\n

Th\u01b0\u1eddng li\u00ean quan \u0111\u1ebfn vi\u1ec7c tri\u1ec3n khai CRM, th\u1ef1c hi\u1ec7n c\u1eadp nh\u1eadt ho\u1eb7c t\u00edch h\u1ee3p CRM v\u1edbi c\u00e1c h\u1ec7 th\u1ed1ng kh\u00e1c.<\/p>\n

5. T\u00e0i ch\u00ednh<\/em><\/p>\n

\u0110\u1ed1i t\u01b0\u1ee3ng n\u00e0y c\u1ea7n truy c\u1eadp c\u00e1c th\u00f4ng tin thanh to\u00e1n ho\u1eb7c h\u1ee3p \u0111\u1ed3ng kh\u00e1ch h\u00e0ng (n\u1ebfu c\u00f3 l\u01b0u tr\u00ean CRM), c\u0169ng nh\u01b0 d\u1eef li\u1ec7u d\u1ef1 b\u00e1o t\u0103ng tr\u01b0\u1edfng b\u00e1n h\u00e0ng \u0111\u01b0\u1ee3c cung c\u1ea5p tr\u00ean CRM.<\/p>\n

6. Nh\u00e2n s\u1ef1<\/em><\/p>\n

Ghi ch\u00fa v\u00e0 thu th\u1eadp d\u1eef li\u1ec7u theo d\u00f5i k\u1ebft qu\u1ea3 l\u00e0m vi\u1ec7c v\u00e0 n\u0103ng su\u1ea5t c\u1ee7a nh\u00e2n vi\u00ean c\u00e1c b\u1ed9 ph\u1eadn sales, marketing, ho\u1eb7c s\u1eed d\u1ee5ng CRM \u0111\u1ec3 theo d\u00f5i c\u00e1c \u1ee9ng vi\u00ean \u1ee9ng tuy\u1ec3n cho c\u00f4ng vi\u1ec7c thay v\u00ec s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m kh\u00e1c cho m\u1ed7i vi\u1ec7c tuy\u1ec3n d\u1ee5ng.<\/p>\n

Ph\u00e2n lo\u1ea1i ph\u1ea7n m\u1ec1m CRM<\/strong><\/h2>\n

CRM \u0111ang \u0111\u01b0\u1ee3c ph\u00e2n lo\u1ea1i theo c\u00e1c c\u00e1ch sau:<\/p>\n

Theo c\u00f4ng ngh\u1ec7<\/strong><\/h3>\n

Vi\u1ec7c s\u1eed d\u1ee5ng b\u1ea5t k\u1ef3 trong s\u1ed1 c\u00e1c lo\u1ea1i CRM n\u00e0y tu\u1ef3 v\u00e0o nhu c\u1ea7u, ngu\u1ed3n l\u1ef1c v\u00e0 m\u1ee5c ti\u00eau c\u1ee7a doanh nghi\u1ec7p, b\u1edfi m\u1ed7i c\u00e1i \u0111\u1ec1u c\u00f3 chi ph\u00ed li\u00ean quan.<\/p>\n

1. Window-based CRM (ch\u1ea1y tr\u00ean n\u1ec1n Windows)<\/em><\/p>\n

V\u1edbi h\u00ecnh th\u1ee9c n\u00e0y, ph\u1ea7n m\u1ec1m s\u1ebd \u0111\u01b0\u1ee3c c\u00e0i \u0111\u1eb7t tr\u00ean m\u00e1y t\u00ednh c\u1ee7a ng\u01b0\u1eddi d\u00f9ng, doanh nghi\u1ec7p ph\u1ea3i mua b\u1ea3n quy\u1ec1n s\u1eed d\u1ee5ng, \u0111\u1ed3ng th\u1eddi ch\u1ecbu chi ph\u00ed n\u00e2ng c\u1ea5p, s\u1eeda \u0111\u1ed5i theo nhu c\u1ea7u v\u00e0 th\u01b0\u1eddng \u0111\u00f2i h\u1ecfi qu\u00e1 tr\u00ecnh c\u00e0i \u0111\u1eb7t t\u01b0\u01a1ng \u0111\u1ed1i l\u00e2u.<\/p>\n

\u0110i\u1ec3m h\u1ea1n ch\u1ebf c\u1ee7a Windows-based CRM l\u00e0 ch\u1ec9 s\u1eed d\u1ee5ng \u0111\u01b0\u1ee3c tr\u00ean c\u00e1c m\u00e1y ch\u1ea1y h\u1ec7 \u0111i\u1ec1u h\u00e0nh Windows, \u0111\u00f2i h\u1ecfi c\u1ea5u h\u00ecnh t\u1ed1i thi\u1ec3u \u0111\u1ec3 v\u1eadn h\u00e0nh v\u00e0 c\u00f3 chi ph\u00ed mua t\u01b0\u01a1ng \u0111\u1ed1i cao.<\/p>\n

2. Web-based CRM (ch\u1ea1y tr\u00ean n\u1ec1n web)<\/em><\/p>\n

V\u1edbi web-based CRM, ph\u1ea7n m\u1ec1m \u0111\u01b0\u1ee3c c\u00e0i \u0111\u1eb7t tr\u00ean m\u00e1y ch\u1ee7 doanh nghi\u1ec7p, kh\u00f4ng \u0111\u00f2i h\u1ecfi ph\u1ea3i c\u00e0i \u0111\u1eb7t tr\u00ean m\u00e1y tr\u1ea1m hay m\u00e1y t\u00ednh c\u00e1 nh\u00e2n. Vi\u1ec7c s\u1eed d\u1ee5ng c\u0169ng \u0111\u01a1n gi\u1ea3n h\u01a1n, ng\u01b0\u1eddi d\u00f9ng s\u1ebd s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m ngay tr\u00ean tr\u00ecnh duy\u1ec7t web th\u00f4ng qua t\u00ean mi\u1ec1n hay \u0111\u1ecba ch\u1ec9 IP \u0111\u00e3 c\u00e0i \u0111\u1eb7t tr\u01b0\u1edbc \u0111\u00f3, nh\u1edd \u0111\u00f3 c\u00f3 th\u1ec3 l\u00e0m vi\u1ec7c tr\u00ean nhi\u1ec1u h\u1ec7 \u0111i\u1ec1u h\u00e0nh kh\u00e1c nhau. Vi\u1ec7c c\u1eadp nh\u1eadt ho\u1eb7c n\u00e2ng c\u1ea5p c\u0169ng d\u1ec5 d\u00e0ng h\u01a1n nhi\u1ec1u so v\u1edbi Winows-based CRM.<\/p>\n

Chi ph\u00ed \u0111\u1ea7u t\u01b0 ban \u0111\u1ea7u c\u1ee7a Web-based CRM th\u01b0\u1eddng th\u1ea5p h\u01a1n so v\u1edbi Windows-based CRM v\u00e0 th\u01b0\u1eddng l\u00e0 l\u1ef1a ch\u1ecdn c\u1ee7a c\u00e1c doanh nghi\u1ec7p v\u1eeba mu\u1ed1n t\u1ef1 m\u00ecnh ki\u1ec3m so\u00e1t d\u1eef li\u1ec7u, v\u1eeba mu\u1ed1n c\u00f3 c\u00e1c \u01b0u \u0111i\u1ec3m khi s\u1eed d\u1ee5ng m\u00e0 h\u00ecnh th\u1ee9c n\u00e0y mang l\u1ea1i.<\/p>\n

Gi\u1ea3i ph\u00e1p Fast CRM Online<\/a><\/span> ch\u00ednh l\u00e0 web-based CRM.<\/p>\n

3. Cloud-based CRM (tr\u00ean n\u1ec1n \u0111i\u1ec7n to\u00e1n \u0111\u00e1m m\u00e2y)<\/em><\/p>\n

V\u1edbi Cloud-based CRM, doanh nghi\u1ec7p s\u1ebd thu\u00ea s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 CRM t\u1eeb nh\u00e0 cung c\u1ea5p v\u00e0 thanh to\u00e1n m\u1ed9t m\u1ee9c ph\u00ed \u0111\u1ecbnh k\u00ec (th\u00e1ng, n\u0103m). \u0110\u00e2y l\u00e0 gi\u1ea3i ph\u00e1p c\u00f3 kh\u1ea3 n\u0103ng tri\u1ec3n khai t\u01b0\u01a1ng \u0111\u1ed1i nhanh, d\u1ec5 d\u00e0ng v\u00e0 h\u1ea5p d\u1eabn v\u1edbi c\u00e1c doanh nghi\u1ec7p c\u00f3 h\u1ea1n ch\u1ebf v\u1ec1 chuy\u00ean m\u00f4n c\u00f4ng ngh\u1ec7 v\u00e0 ngu\u1ed3n l\u1ef1c. An to\u00e0n d\u1eef li\u1ec7u l\u00e0 quan t\u00e2m h\u00e0ng \u0111\u1ea7u khi s\u1eed d\u1ee5ng CRM lo\u1ea1i n\u00e0y, v\u00ec doanh nghi\u1ec7p s\u1ebd kh\u00f4ng ki\u1ec3m so\u00e1t \u0111\u01b0\u1ee3c vi\u1ec7c l\u01b0u tr\u1eef v\u00e0 b\u1ea3o tr\u00ec.<\/p>\n

\u0110i\u1ec3m h\u1ea1n ch\u1ebf c\u1ee7a Cloud-based CRM l\u00e0 v\u1edbi m\u00f4 h\u00ecnh n\u00e0y, c\u00e1c ch\u1ec9nh s\u1eeda theo nhu c\u1ea7u c\u1ee7a doanh nghi\u1ec7p th\u01b0\u1eddng kh\u00f3 \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng, ho\u1eb7c th\u1eddi gian \u0111\u00e1p \u1ee9ng l\u00e2u. \u0110\u00e2y c\u0169ng l\u00e0 \u0111\u1eb7c t\u00ednh m\u00e0 doanh nghi\u1ec7p c\u1ea7n c\u00e2n nh\u1eafc tr\u01b0\u1edbc khi quy\u1ebft \u0111\u1ecbnh \u0111\u1ea7u t\u01b0.<\/p>\n

Theo h\u00ecnh th\u1ee9c mua b\u00e1n<\/strong><\/h3>\n

1. On-premise CRM (tr\u1ea3 tr\u1ecdn g\u00f3i)<\/em><\/p>\n

Doanh nghi\u1ec7p tr\u1ea3 ti\u1ec1n m\u1ed9t l\u1ea7n \u0111\u1ec3 mua gi\u1ea3i ph\u00e1p c\u1ee7a nh\u00e0 cung c\u1ea5p, tu\u1ef3 theo c\u00e1c \u0111i\u1ec1u kho\u1ea3n gi\u1eefa nh\u00e0 cung c\u1ea5p v\u00e0 doanh nghi\u1ec7p m\u00e0 vi\u1ec7c c\u1eadp nh\u1eadt hay n\u00e2ng c\u1ea5p ph\u1ea7n m\u1ec1m s\u1ebd ph\u00e1t sinh chi ph\u00ed.<\/p>\n

2. Subscription CRM (tr\u1ea3 ph\u00ed \u0111\u1ecbnh k\u00ec)<\/em><\/p>\n

Doanh nghi\u1ec7p thanh to\u00e1n ph\u00ed \u0111\u1ecbnh k\u00ec cho nh\u00e0 cung c\u1ea5p gi\u1ea3i ph\u00e1p, m\u1ee9c ph\u00ed s\u1ebd kh\u00e1c nhau tu\u1ef3 theo s\u1ed1 l\u01b0\u1ee3ng ng\u01b0\u1eddi d\u00f9ng v\u00e0 c\u00e1c t\u00ednh n\u0103ng m\u00e0 doanh nghi\u1ec7p c\u1ea7n.<\/p>\n

3. In-house CRM (t\u1ef1 ph\u00e1t tri\u1ec3n)<\/em><\/p>\n

Doanh nghi\u1ec7p t\u1ef1 ph\u00e1t tri\u1ec3n gi\u1ea3i ph\u00e1p CRM theo kh\u1ea3 n\u0103ng c\u1ee7a m\u00ecnh, c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n ngay t\u1eeb \u0111\u1ea7u ho\u1eb7c s\u1eed d\u1ee5ng c\u00e1c ph\u1ea7n m\u1ec1m CRM m\u00e3 ngu\u1ed3n m\u1edf (Open Source CRM) mi\u1ec5n ph\u00ed r\u1ed3i tu\u1ef3 ch\u1ec9nh l\u1ea1i.<\/p>\n

Chi ph\u00ed s\u1eed d\u1ee5ng CRM<\/strong><\/h2>\n

V\u1edbi Cloud-based CRM th\u00ec chi ph\u00ed s\u1ebd tu\u1ef3 thu\u1ed9c nhi\u1ec1u y\u1ebfu t\u1ed1, th\u01b0\u1eddng l\u00e0 s\u1ed1 ng\u01b0\u1eddi s\u1eed d\u1ee5ng v\u00e0 c\u00e1c t\u00ednh n\u0103ng d\u00f9ng tr\u00ean h\u1ec7 th\u1ed1ng.<\/p>\n

Tr\u01b0\u1eddng h\u1ee3p gi\u00e1 c\u1ea3 l\u00e0 n\u1ed7i b\u1eadn t\u00e2m, b\u1ea1n c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng c\u00e1c \u1ee9ng d\u1ee5ng CRM mi\u1ec5n ph\u00ed, tuy nhi\u00ean \u0111a ph\u1ea7n ch\u1ee9c n\u0103ng c\u1ee7a nh\u1eefng \u1ee9ng d\u1ee5ng n\u00e0y v\u1eabn b\u1ecb h\u1ea1n ch\u1ebf.<\/p>\n

Khi \u0111\u00e3 s\u1eb5n s\u00e0ng m\u1edf h\u1ea7u bao, b\u1ea1n c\u00f3 th\u1ec3 trang b\u1ecb \u0111\u1ea7y \u0111\u1ee7 ch\u1ee9c n\u0103ng cho nh\u00f3m ho\u1eb7c doanh nghi\u1ec7p c\u1ee7a m\u00ecnh:<\/p>\n