giáo trình quản trị hệ thống khách hàng crm
TRANSCRIPT
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HOANG NGUYEN EDUCATION CORPORATIONHOANG NGUYEN EDUCATION CORPORATION
W E B M A S T E R T R A I N I N G C E N T E RW E B M A S T E R T R A I N I N G C E N T E R
HOANG NGUYEN EDUCATION CORPORATIONHOANG NGUYEN EDUCATION CORPORATION
W E B M A S T E R T R A I N I N G C E N T E RW E B M A S T E R T R A I N I N G C E N T E R
CHUYN VIN INTERNET MARKETINGCHUYN VIN INTERNET MARKETING
HOANG NGUYEN EDUCATION CORPORATIONHOANG NGUYEN EDUCATION CORPORATION
W E B M A S T E R T R A I N I N G C E N T E RW E B M A S T E R T R A I N I N G C E N T E R
HOANG NGUYEN EDUCATION CORPORATIONHOANG NGUYEN EDUCATION CORPORATION
W E B M A S T E R T R A I N I N G C E N T E RW E B M A S T E R T R A I N I N G C E N T E R
CHUYN VIN INTERNET MARKETINGCHUYN VIN INTERNET MARKETING
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Khch hng l trungra li nhu
trung tm duy nht tonhun.
Peter Drucker
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Chi
Hot ng hi1
Sn phm h2 Sn phm h
Hiu r khch3
To ra T chcTp trung
Chinlc
hiu qu nht
p dn nhtp dn nht
khch hng nht
trung vo Khch hng
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MM
Tm ra Khch12 Bn nhiu hn
hng hin thhng hin th3 Gi gn Khch
sut i
McMctiutiu
Khch hng mihn cho Khchthithi
Khch hng
Mai Ho Nhin
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Mt chin lc kinh doanh nng lc qun tr doanh nghiquanh hnh vi ca khch hng
CRM l g ?
quanh hnh vi ca khch hng
Bao gm nhng thay trnh v k thut
c kinh doanh nng cao doanh nghip xoay a khch hnga khch hng
ng thay i v t chc, quy
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TT
Tip th - Marketing 12 Bn hng - Sales3 Chm sc Khch3 Chm sc Khch
Qun tr, Chicu & Pht tri
TTchcchc
Marketing Sales
Khch hngKhch hng
Chin lc, Nghintrin,
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Chuyn i Khch hng Qun l Chin dch tip Qun l Khch hng tim
T ng ha Bn hng Qun l Khch hng v
Qun l C hi bn hng
QuyQuytrnhtrnh
Qun l C hi bn hng Qun l Sn phm v Dch
Chm sc Khch hng Qun l Khiu ni Kho kin thc Kinh doanh
hng tim nngtip th
tim nnghng
v Lin hhng
QuyQuytrnhtrnh
hngDch v
hng
doanh
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Chin dch (Campaign) Khch hng Tim nng (Lead) Cng ty (Account) Lin h (Contact)
ThuThu
Lin h (Contact) C hi (Opportunity)
Campaign)Tim nng (Lead)
ThutThutngng
C hi (Opportunity)
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T ng ha bn hnghng
Mai Ho Nhin
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T ng ha bn hnghng
Mai Ho Nhin
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T ng ha bn hnghng
Mai Ho Nhin
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T ng ha bn hnghng
Mai Ho Nhin
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T ng ha bn hnghng
Mai Ho Nhin
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T ng ha bn hnghng
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T ng ha bn hnghng
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T ng ha bn hnghng
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T ng ha bn hnghng
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25% xut
50%
GiaiGiai onon BnBn hnghng
Kim traKh nngmua hng
Chn lc
10%
Kho st Yucu
Phn tchNhu cu
xut Giiphp
Trnh by
75%
Tho lun
Thnglng
90%
Xc nhnHp ng
K kt
100%hnghng
Th hinChc nng &
Li ch
Tho lunGi, iukhon &
iu kin
Hp ngc k
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HH thngthng Lu tr thng tin khch
hng Tng hp phn tch thng
tin khch hng Xy dng quan h vi
khch hngkhch hng Qun l cc c hi bn
hng Qun l cc chin dch
marketing Automatic Marketing
ngng CRMCRM
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LiLiTp trung D liuLu tr Thng tinPhn loi Khch hngThng nht Quy trnh
TmCTipLmThng nht Quy trnh
Theo di C hiQun l Hot ngPhi hp cc B phn
LmDnhNng
LiLi chchTm kim D dngC s liu lch s Lu diTip th Trng imLm vic Chuyn nghipLm vic Chuyn nghipD bo sales Chnh xcnh gi i ng ng nNng cao Hiu qu
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TIM NNG C HI
NGI LIN HCHIN DCH MARKETING
ThnhThnh
T CHCHOT NG
H THNG BO CO
HP NG
SN PHM
H TR
ThnhThnh phnphn
TI LIU CASE
NG BO CO
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CRM
Tip th
Khch
Qun l chin dchQun l tim nngGi Mail hng lotGi SMS hng lot
ChcChc
H
Qun l hot ngPhn cng ph trchEmail
Cng tc
Qun l khiKho kin thChin dchT phc v
CRM
Bn hng
Khch hng
Qun l khch hngQun l thng vQun l bn hngQun l sn phm
ChcChc nngnng
tr
Bo coBiu Ch s chnh
Phn tch
khiu nithc
CSKH
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PhiPhi hphp ccccBB phnphn
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XemXem DemoDemoDemoDemo
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ThngThng kk ngunngun khchkhch
Khai thc h thng CRMkhchkhch hnghng
CRM
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Tng s lng LeadMarketing
Tng t l chuyn iQun l Bn hng
Khai thc h thng CRM
LmLm saosao tngtng doanhdoanh thuthu ??
Tng t l chuyn iQun l Bn hng
Tng t l bn tipChm sc Khch hng
CRM
??
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CRM
Marketing Bn hng
Lin h
Website Ecommerce
Mail Marketing
Cngthng tin
KH
H tr
Lin h
C sTri thc Kho
Qun lTi liu
MM rngrngCRM CRM
ContactCenter
eMail
Chat
SMS
Fax
VoIP
Phn tchBI
ERP
Kho D liu
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Thay i ang din rara
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900+ 900+ TriuTriuTriuTriu
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180 180 TriuTriuTriuTriu
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100 100 TriuTriu cpcp nhtnhtnhtnht / / ngyngy
Mai Ho Nhin
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1T 1T ltlt xemxemxemxem / / ngyngy
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KhchKhch hnghng ss huhuBnBnhuhu ThngThng hiuhiu cacaBnBn
Mai Ho Nhin
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NgiNgi Lng nghe
nhng site Hc hi v
thng tin Mun i Mun i Mun doanh
cng knh Mun doanh
tng tc
NgiNgi tiutiu dngdng XX hihinghe v tm hiu thng tin t
site nh Facebookv sn phm qua cc knh
tin mng x hii thoi vi doanh nghipi thoi vi doanh nghipdoanh nghip c mt trn
knh mng x hidoanh nghip lng nghe, tc v phn ng nhanh
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XuXu hnghng
CRM + Social Media
hnghng phtpht trintrin CRMCRM
CRM + Social MediaMai Ho Nhin
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CRM CRM TruynTruyn thngthng Social CRM
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CngCng cc mimimimi caca MarketingMarketing
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BlogMicroBlog
VideoSharing
RSS
Podcast
PhotoSharing
SocialMedia
SEO
Forum
SurveySlides
Sharing
SocialNetwork
Mai Ho Nhin
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SS DchDch ChuynChuyn
Cc H thng Lutr D liu
ChuynChuyn LnLn caca CRMCRM
Cc H thngTng tc
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Tn dng ln sngsng mi vt ln