{"id":847,"date":"2023-01-08T11:36:24","date_gmt":"2023-01-08T04:36:24","guid":{"rendered":"http:\/\/kthtx.vn\/?p=847"},"modified":"2023-01-08T11:36:51","modified_gmt":"2023-01-08T04:36:51","slug":"co-so-ly-luan-quan-tri-quan-he-khach-hangcrm","status":"publish","type":"post","link":"https:\/\/kthtx.vn\/index.php\/2023\/01\/08\/co-so-ly-luan-quan-tri-quan-he-khach-hangcrm\/","title":{"rendered":"C\u01a1 s\u1edf l\u00fd lu\u1eadn qu\u1ea3n tr\u1ecb quan h\u1ec7 kh\u00e1ch h\u00e0ng(CRM)"},"content":{"rendered":"\n<p>Cho&nbsp;\u0111\u1ebfn nay, c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u v\u00e0 qu\u1ea3n tr\u1ecb \u0111\u00e3 ch\u1ec9&nbsp;ra c\u00e1c quan&nbsp;\u0111i\u1ec3m CRM t\u1eeb&nbsp;nhi\u1ec1u c\u00e1ch ti\u1ebfp c\u1eadn kh\u00e1c nhau. Qua qu\u00e1 tr\u00ecnh t\u1ed5ng quan nghi\u00ean c\u1ee9u, c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u Zablah, Bellenger v\u00e0 Johnston (2004), Rabah v\u00e0 c\u1ed9ng s\u1ef1&nbsp;(2011)&nbsp;\u0111\u00e3 t\u1eadp trung v\u00e0o ba quan&nbsp;\u0111i\u1ec3m ch\u00ednh l\u00e0 c\u00f4ng ngh\u1ec7, quy tr\u00ecnh v\u00e0 chi\u1ebfn l\u01b0\u1ee3c kinh doanh. Tuy nhi\u00ean, b\u1ea3n ch\u1ea5t c\u1ee7a CRM l\u00e0&nbsp;\u0111\u1ecbnh h\u01b0\u1edbng kh\u00e1ch h\u00e0ng, h\u01b0\u1edbng m\u1ecdi ho\u1ea1t&nbsp;\u0111\u1ed9ng c\u1ee7a doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Do v\u1eady, kh\u00e1i ni\u1ec7m CRM l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c kinh doanh&nbsp;\u0111\u1ecbnh h\u01b0\u1edbng kh\u00e1ch h\u00e0ng&nbsp;\u0111\u01b0\u1ee3c&nbsp;\u0111\u00e1nh gi\u00e1 l\u00e0 to\u00e0n&nbsp;\u0111i\u1ec7n,&nbsp;\u0111\u1ea7y&nbsp;\u0111\u1ee7&nbsp;nh\u1ea5t. V\u1edbi ph\u1ea1m vi nghi\u00ean c\u1ee9u c\u1ee7a b\u00e0i vi\u1ebft,&nbsp;\u0111\u1ecbnh ngh\u0129a CRM&nbsp;\u0111\u01b0\u1ee3c hi\u1ec3u nh\u01b0&nbsp;sau: \u201c<em>CRM l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh qu\u1ea3n tr\u1ecb&nbsp;t\u00edch h\u1ee3p quy tr\u00ecnh, con ng\u01b0\u1eddi v\u00e0 c\u00f4ng ngh\u1ec7 \u0111\u1ec3&nbsp;hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p, n\u00e2ng cao gi\u00e1 tr\u1ecb&nbsp;c\u1ee7a c\u00e1c b\u00ean li\u00ean quan, mang l\u1ea1i l\u1ee3i nhu\u1eadn cho doanh nghi\u1ec7p v\u00e0 t\u1ed1i&nbsp;\u0111a h\u00f3a l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng<\/em>\u201d.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cho&nbsp;\u0111\u1ebfn nay, c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u v\u00e0 qu\u1ea3n tr\u1ecb \u0111\u00e3 ch\u1ec9&nbsp;ra c\u00e1c quan&nbsp;\u0111i\u1ec3m CRM t\u1eeb&nbsp;nhi\u1ec1u c\u00e1ch ti\u1ebfp c\u1eadn kh\u00e1c nhau. Qua qu\u00e1 tr\u00ecnh t\u1ed5ng quan nghi\u00ean c\u1ee9u, c\u00e1c nh\u00e0 nghi\u00ean c\u1ee9u Zablah, Bellenger v\u00e0 Johnston (2004), Rabah v\u00e0 c\u1ed9ng s\u1ef1&nbsp;(2011)&nbsp;\u0111\u00e3 t\u1eadp trung v\u00e0o ba quan&nbsp;\u0111i\u1ec3m ch\u00ednh l\u00e0 c\u00f4ng ngh\u1ec7, quy tr\u00ecnh v\u00e0 chi\u1ebfn l\u01b0\u1ee3c kinh &hellip; <\/p>\n","protected":false},"author":1,"featured_media":457,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[101],"tags":[117,102],"class_list":["post-847","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","tag-co-so-ly-luan-crm","tag-crm","grid-sizer"],"_links":{"self":[{"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/posts\/847","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/comments?post=847"}],"version-history":[{"count":3,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/posts\/847\/revisions"}],"predecessor-version":[{"id":850,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/posts\/847\/revisions\/850"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/media\/457"}],"wp:attachment":[{"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/media?parent=847"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/categories?post=847"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/kthtx.vn\/index.php\/wp-json\/wp\/v2\/tags?post=847"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}