{"id":4986,"date":"2025-06-21T02:22:00","date_gmt":"2025-03-24T10:37:24","guid":{"rendered":"https:\/\/www.ckconitsha.com\/vn\/?p=4986"},"modified":"2025-06-21T02:22:00","modified_gmt":"2025-06-20T19:22:00","slug":"customer-centric-la-gi-cach-tao-chien-luoc-customer-centric","status":"publish","type":"post","link":"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/","title":{"rendered":"Customer centric l\u00e0 g\u00ec? C\u00e1ch t\u1ea1o chi\u1ebfn l\u01b0\u1ee3c customer centric"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_79_2 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Customer_centric_la_gi\" >Customer centric l\u00e0 g\u00ec?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Tam_quan_trong_cua_Customer_centric\" >T\u1ea7m quan tr\u1ecdng c\u1ee7a Customer centric<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Tang_doanh_thu_va_thi_phan\" >T\u0103ng doanh thu v\u00e0 th\u1ecb ph\u1ea7n<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Tang_su_tin_cay_su_hai_long_va_long_trung_thanh\" >T\u0103ng s\u1ef1 tin c\u1eady, s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Cai_thien_viec_phat_trien_san_pham\" >C\u1ea3i thi\u1ec7n vi\u1ec7c ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Cac_chi_so_do_luong_hieu_qua_cua_chien_luoc_Customer_centric\" >C\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c Customer centric<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Cach_tao_chien_luoc_Customer_centric\" >C\u00e1ch t\u1ea1o chi\u1ebfn l\u01b0\u1ee3c Customer centric<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Thu_hut_su_tham_gia_cua_nhan_vien\" >Thu h\u00fat s\u1ef1 tham gia c\u1ee7a nh\u00e2n vi\u00ean<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Biet_khach_hang_cua_minh_muon_gi\" >Bi\u1ebft kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh mu\u1ed1n g\u00ec\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Xay_dung_giai_phap_dap_ung_nhu_cau_cua_khach_hang\" >X\u00e2y d\u1ef1ng gi\u1ea3i ph\u00e1p \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Ca_nhan_hoa_trai_nghiem_cua_khach_hang\" >C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Phat_trien_cung_voi_khach_hang\" >Ph\u00e1t tri\u1ec3n c\u00f9ng v\u1edbi kh\u00e1ch h\u00e0ng<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Thach_thuc_de_tro_thanh_mot_doanh_nghiep_lay_khach_hang_lam_trung_tam\" >Th\u00e1ch th\u1ee9c \u0111\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Hieu_ro_nhu_cau_khach_hang\" >Hi\u1ec3u r\u00f5 nhu c\u1ea7u kh\u00e1ch h\u00e0ng<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Cung_cap_trai_nghiem_khach_hang_lien_mach\" >Cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-16\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Thay_doi_van_hoa_doanh_nghiep\" >Thay \u0111\u1ed5i v\u0103n h\u00f3a doanh nghi\u1ec7p<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-17\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Bao_ve_du_lieu_khach_hang\" >B\u1ea3o v\u1ec7 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-18\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Tai_sao_nen_ap_dung_van_hoa_lay_khach_hang_lam_trung_tam\" >T\u1ea1i sao n\u00ean \u00e1p d\u1ee5ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-19\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Vi_du_ve_Customer_centric_cua_cac_doanh_nghiep_hang_dau\" >V\u00ed d\u1ee5 v\u1ec1 Customer centric c\u1ee7a c\u00e1c doanh nghi\u1ec7p h\u00e0ng \u0111\u1ea7u<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-20\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Amazon\" >Amazon<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-21\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Apple\" >Apple<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-22\" href=\"https:\/\/www.ckconitsha.com\/vn\/customer-centric-la-gi-cach-tao-chien-luoc-customer-centric\/#Ritz-Carlton\" >Ritz-Carlton<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<p style=\"text-align: justify\">Nghi\u00ean c\u1ee9u c\u1ee7a Deloitte v\u00e0 Touche cho th\u1ea5y c\u00e1c doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u00f3 l\u1ee3i nhu\u1eadn cao h\u01a1n 60% so v\u1edbi c\u00e1c c\u00f4ng ty kh\u00f4ng t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng, 64% c\u00f4ng ty c\u00f3 CEO t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng c\u00f3 l\u1ee3i nhu\u1eadn cao h\u01a1n \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/p>\n<h2 id=\"customer-centric-la-gi\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Customer_centric_la_gi\"><\/span>Customer centric l\u00e0 g\u00ec?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"text-align: justify\">Customer centric (l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m) l\u00e0 m\u1ed9t khu\u00f4n kh\u1ed5 kinh doanh nh\u1eb1m th\u00fac \u0111\u1ea9y tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c \u1edf m\u1ecdi giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ee5c ti\u00eau c\u1ee7a doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh v\u00e0 s\u1ef1 \u1ee7ng h\u1ed9 c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1ea5t c\u1ee9 khi n\u00e0o m\u1ed9t doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh, h\u1ecd s\u1ebd xem x\u00e9t s\u00e2u s\u1eafc t\u00e1c \u0111\u1ed9ng c\u1ee7a k\u1ebft qu\u1ea3 \u0111\u00f3 \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh.<\/p>\n<p style=\"text-align: justify\">C\u00e1c doanh nghi\u1ec7p theo \u0111u\u1ed5i chi\u1ebfn l\u01b0\u1ee3c n\u00e0y th\u01b0\u1eddng xuy\u00ean thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh. H\u1ecd c\u0169ng c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng d\u1eef li\u1ec7u \u0111\u1ec3 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m, nh\u1eadn di\u1ec7n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch s\u1edbm h\u01a1n v\u00e0 \u0111\u00e1p \u1ee9ng ch\u00fang m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c nh\u1ea5t. C\u00e1c doanh nghi\u1ec7p nh\u01b0 v\u1eady th\u01b0\u1eddng \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 g\u1eafn k\u1ebft cao h\u01a1n t\u1eeb kh\u00e1ch h\u00e0ng, d\u1eabn \u0111\u1ebfn k\u1ebft qu\u1ea3 kinh doanh t\u1ed1t h\u01a1n.<\/p>\n<p style=\"text-align: justify\">Customer centric \u0111\u00f2i h\u1ecfi nhi\u1ec1u \u0111i\u1ec1u h\u01a1n l\u00e0 ch\u1ec9 n\u00f3i r\u1eb1ng kh\u00e1ch h\u00e0ng l\u00e0 \u01b0u ti\u00ean h\u00e0ng \u0111\u1ea7u. \u0110\u00f3 l\u00e0 vi\u1ec7c th\u1ef1c s\u1ef1 hi\u1ec3u kh\u00e1ch h\u00e0ng, \u0111\u1ec3 doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111o\u00e1n tr\u01b0\u1edbc mong mu\u1ed1n, nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch giao ti\u1ebfp, t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m c\u00f3 \u00fd ngh\u0129a v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi h\u1ecd.<\/p>\n<p style=\"text-align: justify\">C\u00e1c t\u1ed5 ch\u1ee9c c\u00f3 Customer centric th\u1ef1c hi\u1ec7n c\u00e1c b\u01b0\u1edbc \u0111\u1ec3 hi\u1ec3u kh\u00e1ch h\u00e0ng v\u00e0 h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean s\u1ef1 th\u1ea5u hi\u1ec3u \u0111\u00f3 b\u1eb1ng c\u00e1ch t\u1ea1o ra m\u1ed9t n\u1ec1n v\u0103n h\u00f3a trao quy\u1ec1n, cho ph\u00e9p nh\u00e2n vi\u00ean \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh t\u1ed1t nh\u1ea5t cho c\u1ea3 kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p. H\u1ecd t\u00ednh \u0111\u1ebfn vi\u1ec7c m\u1ed7i quy\u1ebft \u0111\u1ecbnh kinh doanh, thay \u0111\u1ed5i quy tr\u00ecnh v\u00e0 \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m nh\u01b0 th\u1ebf n\u00e0o.<\/p>\n<p style=\"text-align: center\"><img decoding=\"async\" alt=\"Customer centric (l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m) l\u00e0 m\u1ed9t khu\u00f4n kh\u1ed5 kinh doanh nh\u1eb1m th\u00fac \u0111\u1ea9y tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c \u1edf m\u1ecdi giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng\" src=\"https:\/\/www.pace.edu.vn\/uploads\/news\/2024\/05\/1-customer-centric-la-gi.jpg\" style=\"width: 1000px;height: 525px\"><\/p>\n<h2 id=\"tam-quan-trong-cua-customer-centric\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Tam_quan_trong_cua_Customer_centric\"><\/span>T\u1ea7m quan tr\u1ecdng c\u1ee7a Customer centric<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"text-align: justify\">Tr\u00ean th\u1ef1c t\u1ebf, theo PWC, c\u1ee9 ba kh\u00e1ch h\u00e0ng th\u00ec c\u00f3 m\u1ed9t ng\u01b0\u1eddi s\u1ebd r\u1eddi b\u1ecf th\u01b0\u01a1ng hi\u1ec7u h\u1ecd y\u00eau th\u00edch sau m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed3i t\u1ec7.<\/p>\n<p style=\"text-align: justify\">Trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb nh\u1eadn th\u1ee9c, mua h\u00e0ng \u0111\u1ebfn sau b\u00e1n h\u00e0ng, m\u1ed7i t\u01b0\u01a1ng t\u00e1c v\u00e0 giai \u0111o\u1ea1n \u0111\u1ec1u \u0111\u01b0\u1ee3c \u1ea3nh h\u01b0\u1edfng t\u00edch c\u1ef1c t\u1eeb c\u00e1ch ti\u1ebfp c\u1eadn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Trong m\u00f4i tr\u01b0\u1eddng k\u1ef9 thu\u1eadt s\u1ed1 ng\u00e0y nay, t\u1eadp trung v\u00e0o c\u00e1 nh\u00e2n h\u00f3a, c\u00e1c doanh nghi\u1ec7p \u0111ang \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng d\u1ef1a tr\u00ean cam k\u1ebft th\u1ef1c hi\u1ec7n nh\u1eefng g\u00ec ph\u00f9 h\u1ee3p v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh. \u0110\u00f3 l\u00e0 s\u1ef1 kh\u00e1c bi\u1ec7t c\u1ea1nh tranh l\u1edbn nh\u1ea5t.<\/p>\n<h3 id=\"tang-doanh-thu-va-thi-phan\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Tang_doanh_thu_va_thi_phan\"><\/span>T\u0103ng doanh thu v\u00e0 th\u1ecb ph\u1ea7n<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">C\u00e1c c\u00f4ng ty l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m kh\u00f4ng ch\u1ec9 c\u00f3 th\u1ec3 t\u0103ng doanh thu nhanh h\u01a1n 4% \u0111\u1ebfn 8% so v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh tr\u00ean th\u1ecb tr\u01b0\u1eddng m\u00e0 c\u00f2n c\u00f3 th\u1ec3 thu \u0111\u01b0\u1ee3c l\u1ee3i nhu\u1eadn cao h\u01a1n so v\u1edbi c\u00e1c \u0111\u1ed1i t\u00e1c l\u1ea5y s\u1ea3n ph\u1ea9m l\u00e0m trung t\u00e2m.<\/p>\n<p style=\"text-align: justify\">Theo m\u1ed9t nghi\u00ean c\u1ee9u tr\u00ean 1.300 t\u1ed5 ch\u1ee9c tr\u00ean 80 qu\u1ed1c gia, 84% t\u1ed5 ch\u1ee9c t\u1eadp trung v\u00e0o vi\u1ec7c c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u0103ng doanh thu v\u00e0 79% cho bi\u1ebft ti\u1ebft ki\u1ec7m \u0111\u00e1ng k\u1ec3 chi ph\u00ed. \u0110i\u1ec1u n\u00e0y ph\u1ea7n l\u1edbn l\u00e0 do vi\u1ec7c thu h\u00fat v\u00e0 duy tr\u00ec kh\u00e1ch h\u00e0ng c\u0169 s\u1ebd \u00edt t\u1ed1n k\u00e9m h\u01a1n so v\u1edbi vi\u1ec7c thu h\u00fat nh\u1eefng kh\u00e1ch h\u00e0ng m\u1edbi. Tr\u00ean th\u1ef1c t\u1ebf, vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi c\u00f3 th\u1ec3 t\u1ed1n k\u00e9m g\u1ea5p 5 l\u1ea7n so v\u1edbi vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i, t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n 2% t\u01b0\u01a1ng \u0111\u01b0\u01a1ng v\u1edbi l\u1ee3i nhu\u1eadn t\u1ea1o ra b\u1eb1ng c\u00e1ch c\u1eaft gi\u1ea3m 10% chi ph\u00ed.<\/p>\n<h3 id=\"tang-su-tin-cay-su-hai-long-va-long-trung-thanh\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Tang_su_tin_cay_su_hai_long_va_long_trung_thanh\"><\/span>T\u0103ng s\u1ef1 tin c\u1eady, s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">Ngo\u00e0i vi\u1ec7c th\u00fac \u0111\u1ea9y l\u1ee3i nhu\u1eadn cao h\u01a1n, Customer centric c\u00f2n gi\u00fap c\u00e1c c\u00f4ng ty t\u0103ng c\u01b0\u1eddng ni\u1ec1m tin, s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. Tr\u1ea3i nghi\u1ec7m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u00edch c\u1ef1c chi\u1ebfm h\u01a1n 2\/3 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng, l\u1edbn h\u01a1n l\u00f2ng trung th\u00e0nh do nh\u1eadn th\u1ee9c v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u v\u00e0 gi\u00e1 c\u1ea3 c\u1ed9ng l\u1ea1i.<\/p>\n<p style=\"text-align: justify\">Tr\u00ean th\u1ef1c t\u1ebf, theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Gallup Workplace, c\u00e1c c\u00f4ng ty l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u00e3 ch\u1ee9ng ki\u1ebfn \u200b\u200bm\u1ee9c \u0111\u1ed9 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng t\u0103ng 25% v\u00e0 ni\u1ec1m tin c\u1ee7a kh\u00e1ch h\u00e0ng t\u0103ng 20%. H\u01a1n n\u1eefa, v\u1edbi 81% kh\u00e1ch h\u00e0ng b\u00e1o c\u00e1o r\u1eb1ng h\u1ecd mu\u1ed1n c\u00e1c th\u01b0\u01a1ng hi\u1ec7u bi\u1ebft \u0111\u1ebfn h\u1ecd v\u00e0 66% n\u00f3i r\u1eb1ng h\u1ecd s\u1eb5n s\u00e0ng chia s\u1ebb d\u1eef li\u1ec7u c\u00e1 nh\u00e2n c\u1ee7a m\u00ecnh \u0111\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a h\u01a1n, r\u00f5 r\u00e0ng l\u00e0 ng\u01b0\u1eddi mua hi\u1ec7n \u0111ang t\u00ecm ki\u1ebfm m\u1ed1i quan h\u1ec7 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u h\u01a1n bao gi\u1edd h\u1ebft.<\/p>\n<p style=\"text-align: justify\">B\u1eb1ng c\u00e1ch \u00e1p d\u1ee5ng tr\u1ecdng t\u00e2m l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 mang \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng nh\u1eefng m\u1ed1i quan h\u1ec7 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a v\u00e0 tr\u1ea3i nghi\u1ec7m ch\u1ea5t l\u01b0\u1ee3ng m\u00e0 h\u1ecd khao kh\u00e1t \u2013 \u0111i\u1ec1u c\u00f3 th\u1ec3 kh\u00f4ng ch\u1ec9 gi\u00fap t\u0103ng l\u1ee3i nhu\u1eadn m\u00e0 c\u00f2n mang l\u1ea1i s\u1ef1 t\u0103ng tr\u01b0\u1edfng b\u1ec1n v\u1eefng, l\u00e2u d\u00e0i.<\/p>\n<h3 id=\"cai-thien-viec-phat-trien-san-pham\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Cai_thien_viec_phat_trien_san_pham\"><\/span>C\u1ea3i thi\u1ec7n vi\u1ec7c ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">Qu\u00e1 tr\u00ecnh ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m l\u00e0 ch\u00eca kh\u00f3a \u0111\u1ec3 t\u1ea1o ra nh\u1eefng s\u1ea3n ph\u1ea9m \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 v\u01b0\u1ee3t qu\u00e1 mong \u0111\u1ee3i. Th\u1eadt kh\u00f4ng may, nhi\u1ec1u c\u00f4ng ty \u00e1p d\u1ee5ng c\u00e1ch ti\u1ebfp c\u1eadn &#8220;m\u1ed9t k\u00edch th\u01b0\u1edbc ph\u00f9 h\u1ee3p cho t\u1ea5t c\u1ea3&#8221; \u0111\u1ec3 ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m, d\u1eabn \u0111\u1ebfn s\u1ea3n ph\u1ea9m qu\u00e1 \u0111\u01a1n gi\u1ea3n ho\u1eb7c qu\u00e1 ph\u1ee9c t\u1ea1p.<\/p>\n<p style=\"text-align: justify\">L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u00f3 th\u1ec3 gi\u00fap gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 n\u00e0y b\u1eb1ng c\u00e1ch \u0111\u1ea3m b\u1ea3o r\u1eb1ng kh\u00e1ch h\u00e0ng lu\u00f4n l\u00e0 trung t\u00e2m c\u1ee7a qu\u00e1 tr\u00ecnh ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m. B\u1eb1ng c\u00e1ch li\u00ean t\u1ee5c thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng v\u00e0 s\u1eed d\u1ee5ng n\u00f3 \u0111\u1ec3 \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh v\u1ec1 s\u1ea3n ph\u1ea9m, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng s\u1ea3n ph\u1ea9m c\u1ee7a h\u1ecd ch\u00ednh x\u00e1c l\u00e0 nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng mong mu\u1ed1n. Ngo\u00e0i ra, vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u0169ng c\u00f3 th\u1ec3 gi\u00fap n\u00e2ng cao hi\u1ec7u qu\u1ea3 trong qu\u00e1 tr\u00ecnh ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m b\u1eb1ng c\u00e1ch lo\u1ea1i b\u1ecf nh\u1eefng n\u1ed7 l\u1ef1c l\u00e3ng ph\u00ed v\u00e0 c\u00e1c t\u00ednh n\u0103ng kh\u00f4ng c\u1ea7n thi\u1ebft.<\/p>\n<p style=\"text-align: center\"><img decoding=\"async\" alt=\"T\u1ea7m quan tr\u1ecdng c\u1ee7a Customer centric\" src=\"https:\/\/www.pace.edu.vn\/uploads\/news\/2024\/05\/2-tam-quan-trong-cua-customer-centric.jpg\" style=\"width: 1000px;height: 525px\"><\/p>\n<h2 id=\"cac-chi-so-do-luong-hieu-qua-cua-chien-luoc-customer-centric\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Cac_chi_so_do_luong_hieu_qua_cua_chien_luoc_Customer_centric\"><\/span>C\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c Customer centric<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ul>\n<li>\n<p style=\"text-align: justify\">Net Promoter Score (NPS): \u0110\u00e2y l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 s\u1eb5n l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng trong vi\u1ec7c gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p cho ng\u01b0\u1eddi kh\u00e1c. NPS \u0111\u01b0\u1ee3c t\u00ednh b\u1eb1ng c\u00e1ch tr\u1eeb \u0111i ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 th\u1ea5p (detractors) t\u1eeb ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 cao (promoters).<\/p>\n<\/li>\n<li>\n<p style=\"text-align: justify\">Customer Satisfaction Score (CSAT): \u0110\u00e2y l\u00e0 ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5. CSAT th\u01b0\u1eddng \u0111\u01b0\u1ee3c thu th\u1eadp th\u00f4ng qua c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t sau khi kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5.<\/p>\n<\/li>\n<li>\n<p style=\"text-align: justify\">Customer Effort Score (CES): Ch\u1ec9 s\u1ed1 n\u00e0y \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 d\u1ec5 d\u00e0ng m\u00e0 kh\u00e1ch h\u00e0ng c\u1ea3m nh\u1eadn khi t\u01b0\u01a1ng t\u00e1c v\u1edbi s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p, ch\u1eb3ng h\u1ea1n nh\u01b0 qu\u00e1 tr\u00ecnh mua h\u00e0ng, nh\u1eadn h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt,&#8230; \u0110i\u1ec3m CES th\u1ea5p cho th\u1ea5y kh\u00e1ch h\u00e0ng ph\u1ea3i n\u1ed7 l\u1ef1c \u00edt h\u01a1n \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd, th\u01b0\u1eddng d\u1eabn \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng cao h\u01a1n.<\/p>\n<\/li>\n<li>\n<p style=\"text-align: justify\">Customer Lifetime Value (CLV): CLV \u0111o l\u01b0\u1eddng t\u1ed5ng gi\u00e1 tr\u1ecb m\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng mang l\u1ea1i cho c\u00f4ng ty trong su\u1ed1t qu\u00e1 tr\u00ecnh h\u1ecd l\u00e0 kh\u00e1ch h\u00e0ng. Vi\u1ec7c t\u0103ng CLV cho th\u1ea5y kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 h\u00e0i l\u00f2ng m\u00e0 c\u00f2n ti\u1ebfp t\u1ee5c mua h\u00e0ng ho\u1eb7c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5.<\/p>\n<\/li>\n<li>\n<p style=\"text-align: justify\">Churn Rate: T\u1ef7 l\u1ec7 churn \u0111o l\u01b0\u1eddng ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng ng\u1eebng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh. M\u1ed9t t\u1ef7 l\u1ec7 churn th\u1ea5p cho th\u1ea5y chi\u1ebfn l\u01b0\u1ee3c customer centric \u0111ang hi\u1ec7u qu\u1ea3 trong vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/p>\n<\/li>\n<li>\n<p style=\"text-align: justify\">Customer Retention Rate: T\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng \u0111o l\u01b0\u1eddng ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng ti\u1ebfp t\u1ee5c mua h\u00e0ng ho\u1eb7c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p sau m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh. \u0110\u00e2y l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 quan tr\u1ecdng cho th\u1ea5y kh\u1ea3 n\u0103ng c\u1ee7a c\u00f4ng ty trong vi\u1ec7c duy tr\u00ec m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n<\/li>\n<li>\n<p style=\"text-align: justify\">Customer Engagement: Ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi th\u01b0\u01a1ng hi\u1ec7u qua c\u00e1c k\u00eanh kh\u00e1c nhau nh\u01b0 m\u1ea1ng x\u00e3 h\u1ed9i, email, trang web,&#8230;<\/p>\n<\/li>\n<\/ul>\n<h2 id=\"cach-tao-chien-luoc-customer-centric\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Cach_tao_chien_luoc_Customer_centric\"><\/span>C\u00e1ch t\u1ea1o chi\u1ebfn l\u01b0\u1ee3c Customer centric<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"text-align: justify\">Vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m trong doanh nghi\u1ec7p \u0111\u00f2i h\u1ecfi ph\u1ea3i t\u1ea1o ra m\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn to\u00e0n di\u1ec7n \u0111\u1ec3 thu th\u1eadp th\u00f4ng tin kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a h\u1ecd \u1edf m\u1ecdi giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. M\u1ed9t s\u1ed1 c\u00e1ch t\u1ea1o chi\u1ebfn l\u01b0\u1ee3c customer centric cho c\u00e1c doanh nghi\u1ec7p:<\/p>\n<h3 id=\"thu-hut-su-tham-gia-cua-nhan-vien\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Thu_hut_su_tham_gia_cua_nhan_vien\"><\/span>Thu h\u00fat s\u1ef1 tham gia c\u1ee7a nh\u00e2n vi\u00ean<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">X\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c kinh doanh l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u00f2i h\u1ecfi s\u1ef1 cam k\u1ebft c\u1ee7a to\u00e0n b\u1ed9 doanh nghi\u1ec7p. Vi\u1ec7c thu h\u00fat m\u1ecdi ng\u01b0\u1eddi c\u00f9ng \u0111\u1ed3ng t\u00ecnh l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft, t\u1eeb l\u00e3nh \u0111\u1ea1o c\u1ea5p cao \u0111\u1ebfn nh\u00e2n vi\u00ean tuy\u1ebfn \u0111\u1ea7u. T\u1ea1o ra m\u1ed9t n\u1ec1n v\u0103n h\u00f3a coi tr\u1ecdng v\u00e0 \u01b0u ti\u00ean l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/p>\n<p style=\"text-align: justify\">Ti\u1ebfn h\u00e0nh c\u00e1c bu\u1ed5i \u0111\u00e0o t\u1ea1o, h\u1ed9i th\u1ea3o v\u00e0 c\u00e1c ho\u1ea1t \u0111\u1ed9ng x\u00e2y d\u1ef1ng nh\u00f3m \u0111\u1ec3 khuy\u1ebfn kh\u00edch nh\u00e2n vi\u00ean \u00e1p d\u1ee5ng ph\u01b0\u01a1ng ph\u00e1p n\u00e0y. Khi m\u1ecdi ng\u01b0\u1eddi hi\u1ec3u r\u00f5 vai tr\u00f2 c\u1ee7a m\u00ecnh trong vi\u1ec7c mang l\u1ea1i tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t cho kh\u00e1ch h\u00e0ng, t\u1ed5 ch\u1ee9c c\u00f3 th\u1ec3 l\u00e0m vi\u1ec7c g\u1eafn k\u1ebft h\u01b0\u1edbng t\u1edbi m\u1ee5c ti\u00eau chung.<\/p>\n<h3 id=\"biet-khach-hang-cua-minh-muon-gi\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Biet_khach_hang_cua_minh_muon_gi\"><\/span>Bi\u1ebft kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh mu\u1ed1n g\u00ec\u00a0<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">Doanh nghi\u1ec7p c\u1ea7n c\u00f3 s\u1ef1 hi\u1ec3u bi\u1ebft s\u00e2u s\u1eafc v\u1ec1 ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u1ec3 thi\u1ebft l\u1eadp chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Ti\u1ebfn h\u00e0nh nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng chuy\u00ean s\u00e2u, xem nh\u1eadn x\u00e9t c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u00e0 thu th\u1eadp th\u00f4ng tin v\u1ec1 s\u1edf th\u00edch, v\u1ea5n \u0111\u1ec1 v\u00e0 mong \u0111\u1ee3i c\u1ee7a h\u1ecd.\u00a0<\/p>\n<p style=\"text-align: justify\">\u0110\u1ea1t \u0111\u01b0\u1ee3c nh\u1eefng \u00fd t\u01b0\u1edfng c\u00f3 gi\u00e1 tr\u1ecb b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c chi\u1ebfn l\u01b0\u1ee3c nh\u01b0 nh\u00f3m t\u1eadp trung, kh\u1ea3o s\u00e1t v\u00e0 gi\u00e1m s\u00e1t ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i. B\u1eb1ng c\u00e1ch hi\u1ec3u r\u00f5 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh h\u00e0ng h\u00f3a, d\u1ecbch v\u1ee5 v\u00e0 s\u00e1ng ki\u1ebfn \u200b\u200bti\u1ebfp th\u1ecb c\u1ee7a m\u00ecnh \u0111\u1ec3 ph\u00f9 h\u1ee3p v\u1edbi y\u00eau c\u1ea7u ri\u00eang c\u1ee7a h\u1ecd, mang l\u1ea1i tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c h\u01a1n cho kh\u00e1ch h\u00e0ng.<\/p>\n<h3 id=\"xay-dung-giai-phap-dap-ung-nhu-cau-cua-khach-hang\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Xay_dung_giai_phap_dap_ung_nhu_cau_cua_khach_hang\"><\/span>X\u00e2y d\u1ef1ng gi\u1ea3i ph\u00e1p \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">Khi \u0111\u00e3 hi\u1ec3u r\u00f5 v\u1ec1 kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i \u0111i\u1ec1u ch\u1ec9nh c\u00e1c d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a h\u1ecd. S\u1eed d\u1ee5ng th\u00f4ng tin chi ti\u1ebft c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 cung c\u1ea5p th\u00f4ng tin cho vi\u1ec7c ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m, chi\u1ebfn l\u01b0\u1ee3c gi\u00e1 c\u1ea3 v\u00e0 c\u1ea3i ti\u1ebfn d\u1ecbch v\u1ee5. Thu h\u00fat kh\u00e1ch h\u00e0ng tham gia v\u00e0o qu\u00e1 tr\u00ecnh \u0111\u1ed3ng s\u00e1ng t\u1ea1o b\u1eb1ng c\u00e1ch t\u00ecm ki\u1ebfm \u00fd ki\u1ebfn \u200b\u200b\u0111\u00f3ng g\u00f3p v\u00e0 ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd.\u00a0<\/p>\n<h3 id=\"ca-nhan-hoa-trai-nghiem-cua-khach-hang\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Ca_nhan_hoa_trai_nghiem_cua_khach_hang\"><\/span>C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">Kh\u00e1ch h\u00e0ng ng\u00e0y nay mong \u0111\u1ee3i nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a \u0111\u00e1p \u1ee9ng s\u1edf th\u00edch v\u00e0 y\u00eau c\u1ea7u c\u00e1 nh\u00e2n c\u1ee7a h\u1ecd. T\u1eadn d\u1ee5ng d\u1eef li\u1ec7u v\u00e0 c\u00f4ng ngh\u1ec7 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 mang l\u1ea1i nh\u1eefng t\u01b0\u01a1ng t\u00e1c \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a \u1edf m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac. Tri\u1ec3n khai h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM) \u0111\u1ec3 theo d\u00f5i c\u00e1c t\u01b0\u01a1ng t\u00e1c, s\u1edf th\u00edch v\u00e0 l\u1ecbch s\u1eed mua h\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p style=\"text-align: justify\">S\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 t\u1ef1 \u0111\u1ed9ng h\u00f3a ti\u1ebfp th\u1ecb \u0111\u1ec3 ph\u00e2n kh\u00fac c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng v\u00e0 cung c\u1ea5p n\u1ed9i dung c\u0169ng nh\u01b0 \u01b0u \u0111\u00e3i ph\u00f9 h\u1ee3p. Vi\u1ec7c c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng ch\u1ee9ng t\u1ecf doanh nghi\u1ec7p hi\u1ec3u v\u00e0 coi tr\u1ecdng t\u1eebng kh\u00e1ch h\u00e0ng, th\u00fac \u0111\u1ea9y s\u1ef1 k\u1ebft n\u1ed1i s\u00e2u s\u1eafc h\u01a1n v\u00e0 t\u0103ng c\u01b0\u1eddng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<h3 id=\"phat-trien-cung-voi-khach-hang\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Phat_trien_cung_voi_khach_hang\"><\/span>Ph\u00e1t tri\u1ec3n c\u00f9ng v\u1edbi kh\u00e1ch h\u00e0ng<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">S\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ed9ng l\u1ef1c th\u1ecb tr\u01b0\u1eddng lu\u00f4n thay \u0111\u1ed5i. Doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i li\u00ean t\u1ee5c theo d\u00f5i v\u00e0 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c customer centric c\u1ee7a m\u00ecnh. Th\u01b0\u1eddng xuy\u00ean thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, c\u1eadp nh\u1eadt xu h\u01b0\u1edbng c\u1ee7a ng\u00e0nh v\u00e0 theo d\u00f5i \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.\u00a0<\/p>\n<p style=\"text-align: justify\">L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0 m\u1ed9t h\u00e0nh tr\u00ecnh li\u00ean t\u1ee5c \u0111\u00f2i h\u1ecfi n\u1ed7 l\u1ef1c v\u00e0 th\u00edch \u1ee9ng li\u00ean t\u1ee5c. H\u00e3y t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng, thu h\u00fat s\u1ef1 tham gia c\u1ee7a to\u00e0n b\u1ed9 t\u1ed5 ch\u1ee9c v\u00e0 lu\u00f4n t\u00ecm c\u00e1ch cung c\u1ea5p nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u1eb7c bi\u1ec7t v\u01b0\u1ee3t qu\u00e1 mong \u0111\u1ee3i c\u1ee7a h\u1ecd.<\/p>\n<p style=\"text-align: center\"><img decoding=\"async\" alt=\"C\u00e1ch t\u1ea1o chi\u1ebfn l\u01b0\u1ee3c Customer centric\" src=\"https:\/\/www.pace.edu.vn\/uploads\/news\/2024\/05\/3-cach-tao-chien-luoc-customer-centric.jpg\" style=\"width: 1000px;height: 525px\"><\/p>\n<h2 id=\"thach-thuc-de-tro-thanh-mot-doanh-nghiep-lay-khach-hang-lam-trung-tam\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Thach_thuc_de_tro_thanh_mot_doanh_nghiep_lay_khach_hang_lam_trung_tam\"><\/span>Th\u00e1ch th\u1ee9c \u0111\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3 id=\"hieu-ro-nhu-cau-khach-hang\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Hieu_ro_nhu_cau_khach_hang\"><\/span>Hi\u1ec3u r\u00f5 nhu c\u1ea7u kh\u00e1ch h\u00e0ng<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">Hi\u1ec3u r\u00f5 nhu c\u1ea7u kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 l\u00e0 vi\u1ec7c thu th\u1eadp d\u1eef li\u1ec7u v\u1ec1 s\u1edf th\u00edch hay h\u00e0nh vi mua s\u1eafm c\u1ee7a h\u1ecd. \u0110\u00e2y l\u00e0 qu\u00e1 tr\u00ecnh ph\u1ee9c t\u1ea1p bao g\u1ed3m vi\u1ec7c l\u1eafng nghe v\u00e0 ph\u00e2n t\u00edch s\u00e2u c\u00e1c v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i, nh\u1eb1m \u0111\u01b0a ra c\u00e1c gi\u1ea3i ph\u00e1p s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 ch\u00ednh x\u00e1c, ph\u00f9 h\u1ee3p. Doanh nghi\u1ec7p ph\u1ea3i \u0111\u1ea7u t\u01b0 v\u00e0o c\u00f4ng ngh\u1ec7 v\u00e0 ngu\u1ed3n l\u1ef1c nh\u00e2n s\u1ef1 \u0111\u1ec3 ti\u1ebfn h\u00e0nh nghi\u00ean c\u1ee9u th\u1ecb tr\u01b0\u1eddng m\u1ed9t c\u00e1ch b\u00e0i b\u1ea3n, t\u1eeb \u0111\u00f3 m\u1edbi c\u00f3 th\u1ec3 \u0111\u00e1p \u1ee9ng m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c v\u00e0 k\u1ecbp th\u1eddi nhu c\u1ea7u \u0111ang thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<h3 id=\"cung-cap-trai-nghiem-khach-hang-lien-mach\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Cung_cap_trai_nghiem_khach_hang_lien_mach\"><\/span>Cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch y\u00eau c\u1ea7u s\u1ef1 k\u1ebft n\u1ed1i v\u00e0 t\u00edch h\u1ee3p gi\u1eefa c\u00e1c k\u00eanh ti\u1ebfp c\u1eadn, t\u1eeb offline \u0111\u1ebfn online. N\u00f3 \u0111\u00f2i h\u1ecfi h\u1ec7 th\u1ed1ng IT v\u00e0 logistics ph\u1ea3i ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3, \u0111\u1ea3m b\u1ea3o c\u00e1c th\u00f4ng tin v\u00e0 d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt li\u00ean t\u1ee5c, ch\u00ednh x\u00e1c, gi\u00fap kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 ti\u1ebfp c\u1eadn s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 m\u1ed9t c\u00e1ch thu\u1eadn ti\u1ec7n nh\u1ea5t. Vi\u1ec7c n\u00e0y kh\u00f4ng ch\u1ec9 t\u0103ng c\u01b0\u1eddng kh\u1ea3 n\u0103ng gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n t\u1ea1o d\u1ef1ng ni\u1ec1m tin v\u00e0 s\u1ef1 trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n<h3 id=\"thay-doi-van-hoa-doanh-nghiep\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Thay_doi_van_hoa_doanh_nghiep\"><\/span>Thay \u0111\u1ed5i v\u0103n h\u00f3a doanh nghi\u1ec7p<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">V\u0103n h\u00f3a doanh nghi\u1ec7p c\u00f3 th\u1ec3 c\u1ea3n tr\u1edf ho\u1eb7c th\u00fac \u0111\u1ea9y vi\u1ec7c chuy\u1ec3n \u0111\u1ed5i th\u00e0nh m\u1ed9t doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m. Thay \u0111\u1ed5i n\u00e0y \u0111\u00f2i h\u1ecfi s\u1ef1 cam k\u1ebft t\u1eeb c\u1ea5p cao nh\u1ea5t c\u1ee7a doanh nghi\u1ec7p trong vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed9t m\u00f4i tr\u01b0\u1eddng l\u00e0m vi\u1ec7c n\u01a1i m\u1ecdi nh\u00e2n vi\u00ean \u0111\u1ec1u h\u01b0\u1edbng t\u1edbi m\u1ee5c ti\u00eau chung l\u00e0 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. C\u00f3 th\u1ec3 bao g\u1ed3m vi\u1ec7c \u0111\u00e0o t\u1ea1o l\u1ea1i nh\u00e2n vi\u00ean, thay \u0111\u1ed5i c\u00e1c quy tr\u00ecnh l\u00e0m vi\u1ec7c v\u00e0 th\u1eadm ch\u00ed l\u00e0 c\u01a1 c\u1ea5u l\u1ea1i b\u1ed9 m\u00e1y t\u1ed5 ch\u1ee9c.<\/p>\n<h3 id=\"bao-ve-du-lieu-khach-hang\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Bao_ve_du_lieu_khach_hang\"><\/span>B\u1ea3o v\u1ec7 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">Trong th\u1eddi \u0111\u1ea1i s\u1ed1, d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t trong nh\u1eefng t\u00e0i s\u1ea3n qu\u00fd gi\u00e1 nh\u1ea5t c\u1ee7a doanh nghi\u1ec7p. Vi\u1ec7c b\u1ea3o v\u1ec7 d\u1eef li\u1ec7u n\u00e0y kh\u00f4ng ch\u1ec9 l\u00e0 tr\u00e1ch nhi\u1ec7m ph\u00e1p l\u00fd m\u00e0 c\u00f2n l\u00e0 y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 x\u00e2y d\u1ef1ng ni\u1ec1m tin v\u1edbi kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p c\u1ea7n \u0111\u1ea3m b\u1ea3o tu\u00e2n th\u1ee7 c\u00e1c quy \u0111\u1ecbnh v\u1ec1 b\u1ea3o m\u1eadt v\u00e0 ri\u00eang t\u01b0, \u0111\u1ed3ng th\u1eddi \u00e1p d\u1ee5ng c\u00e1c bi\u1ec7n ph\u00e1p b\u1ea3o m\u1eadt ti\u00ean ti\u1ebfn \u0111\u1ec3 tr\u00e1nh r\u00f2 r\u1ec9 th\u00f4ng tin, l\u1ea1m d\u1ee5ng ho\u1eb7c m\u1ea5t m\u00e1t d\u1eef li\u1ec7u.<\/p>\n<p style=\"text-align: justify\">M\u1ed7i th\u00e1ch th\u1ee9c n\u00e0y kh\u00f4ng ch\u1ec9 y\u00eau c\u1ea7u s\u1ef1 \u0111\u1ea7u t\u01b0 v\u1ec1 m\u1eb7t t\u00e0i ch\u00ednh m\u00e0 c\u00f2n c\u1ea7n s\u1ef1 cam k\u1ebft v\u1ec1 m\u1eb7t chi\u1ebfn l\u01b0\u1ee3c t\u1eeb t\u1ea5t c\u1ea3 c\u00e1c c\u1ea5p \u0111\u1ed9 trong t\u1ed5 ch\u1ee9c.<\/p>\n<h2 id=\"tai-sao-nen-ap-dung-van-hoa-lay-khach-hang-lam-trung-tam\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Tai_sao_nen_ap_dung_van_hoa_lay_khach_hang_lam_trung_tam\"><\/span>T\u1ea1i sao n\u00ean \u00e1p d\u1ee5ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p style=\"text-align: justify\">Tr\u1edf th\u00e0nh m\u1ed9t t\u1ed5 ch\u1ee9c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh l\u00e2u d\u00e0i v\u00e0 ph\u1ee9c t\u1ea1p, nh\u01b0ng doanh nghi\u1ec7p kh\u00f4ng n\u00ean coi \u0111\u00f3 l\u00e0 m\u1ed9t tr\u1edf ng\u1ea1i, v\u00ec ngay c\u1ea3 nh\u1eefng thay \u0111\u1ed5i nh\u1ecf trong ch\u00ednh s\u00e1ch v\u00e0 quy tr\u00ecnh c\u0169ng c\u00f3 th\u1ec3 mang l\u1ea1i l\u1ee3i \u00edch \u0111\u00e1ng k\u1ec3 cho c\u1ea3 c\u00f4ng ty v\u00e0 kh\u00e1ch h\u00e0ng.<\/p>\n<p style=\"text-align: justify\">Th\u00e0nh c\u00f4ng c\u1ee7a doanh nghi\u1ec7p l\u00e0 hi\u1ec3u \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m h\u00e0ng ng\u00e0y c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 kh\u00f4ng ng\u1eebng t\u00ecm c\u00e1ch c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m \u0111\u00f3. Tuy nhi\u00ean, c\u00e1ch ti\u1ebfp c\u1eadn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u0169ng t\u1ed1n r\u1ea5t nhi\u1ec1u c\u00f4ng s\u1ee9c khi th\u1ef1c hi\u1ec7n th\u1ee7 c\u00f4ng. Th\u1ef1c t\u1ebf, c\u00f3 r\u1ea5t nhi\u1ec1u d\u1eef li\u1ec7u c\u1ea7n thu th\u1eadp, s\u1eafp x\u1ebfp v\u00e0 theo d\u00f5i.<\/p>\n<p style=\"text-align: justify\">Chi\u1ebfn l\u01b0\u1ee3c n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap t\u0103ng c\u01b0\u1eddng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n c\u00f3 nh\u1eefng \u1ea3nh h\u01b0\u1edfng t\u00edch c\u1ef1c \u0111\u1ebfn h\u1ea7u h\u1ebft c\u00e1c kh\u00eda c\u1ea1nh c\u1ee7a ho\u1ea1t \u0111\u1ed9ng kinh doanh, t\u1eeb vi\u1ec7c t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng, cho \u0111\u1ebfn vi\u1ec7c c\u1ea3i thi\u1ec7n v\u00e0 \u0111\u1ed5i m\u1edbi s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 theo ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng. Gi\u00fap doanh nghi\u1ec7p duy tr\u00ec l\u1ee3i th\u1ebf c\u1ea1nh tranh trong m\u1ed9t th\u1ecb tr\u01b0\u1eddng ng\u00e0y c\u00e0ng \u0111\u00f2i h\u1ecfi s\u1ef1 ph\u1ee5c v\u1ee5 t\u1ed1t h\u01a1n.<\/p>\n<p style=\"text-align: justify\">Tuy nhi\u00ean, \u0111\u1ec3 th\u1ef1c hi\u1ec7n th\u00e0nh c\u00f4ng v\u0103n h\u00f3a n\u00e0y, doanh nghi\u1ec7p c\u1ea7n \u0111\u1ea7u t\u01b0 v\u00e0o vi\u1ec7c \u0111\u00e0o t\u1ea1o v\u00e0 ph\u00e1t tri\u1ec3n nh\u00e2n vi\u00ean, x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3, duy tr\u00ec s\u1ef1 g\u1eafn k\u1ebft ch\u1eb7t ch\u1ebd gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn trong doanh nghi\u1ec7p \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o m\u1ecdi ho\u1ea1t \u0111\u1ed9ng \u0111\u1ec1u h\u01b0\u1edbng t\u1edbi m\u1ee5c ti\u00eau chung l\u00e0 t\u1ed1i \u0111a h\u00f3a gi\u00e1 tr\u1ecb cho kh\u00e1ch h\u00e0ng. \u00c1p d\u1ee5ng m\u1ed9t c\u00e1ch nghi\u00eam t\u00fac v\u00e0 th\u1ea5u \u0111\u00e1o c\u00f3 th\u1ec3 \u0111\u00f2i h\u1ecfi m\u1ed9t kho\u1ea3n \u0111\u1ea7u t\u01b0 ban \u0111\u1ea7u l\u1edbn c\u1ea3 v\u1ec1 th\u1eddi gian v\u00e0 t\u00e0i ch\u00ednh, nh\u01b0ng l\u1ee3i \u00edch m\u00e0 n\u00f3 mang l\u1ea1i th\u01b0\u1eddng x\u1ee9ng \u0111\u00e1ng v\u1edbi c\u00f4ng s\u1ee9c b\u1ecf ra.<\/p>\n<p style=\"text-align: center\"><img decoding=\"async\" alt=\"T\u1ea1i sao n\u00ean \u00e1p d\u1ee5ng v\u0103n h\u00f3a l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m?\" src=\"https:\/\/www.pace.edu.vn\/uploads\/news\/2024\/05\/4-tai-sao-nen-ap-dung-customer-centric.jpg\" style=\"width: 1000px;height: 525px\"><\/p>\n<h2 id=\"vi-du-ve-customer-centric-cua-cac-doanh-nghiep-hang-dau\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Vi_du_ve_Customer_centric_cua_cac_doanh_nghiep_hang_dau\"><\/span>V\u00ed d\u1ee5 v\u1ec1 Customer centric c\u1ee7a c\u00e1c doanh nghi\u1ec7p h\u00e0ng \u0111\u1ea7u<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3 id=\"amazon\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Amazon\"><\/span>Amazon<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">Amazon n\u1ed5i ti\u1ebfng v\u1edbi chi\u1ebfn l\u01b0\u1ee3c Customer centric. H\u1ecd x\u00e2y d\u1ef1ng to\u00e0n b\u1ed9 ho\u1ea1t \u0111\u1ed9ng kinh doanh c\u1ee7a m\u00ecnh xung quanh vi\u1ec7c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch v\u00e0 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a. Amazon lu\u00f4n \u0111\u1eb7t kh\u00e1ch h\u00e0ng l\u00ean h\u00e0ng \u0111\u1ea7u, t\u1eeb thi\u1ebft k\u1ebf trang web th\u00e2n thi\u1ec7n v\u1edbi ng\u01b0\u1eddi d\u00f9ng \u0111\u1ebfn c\u00e1c \u0111\u1ec1 xu\u1ea5t s\u1ea3n ph\u1ea9m t\u00f9y ch\u1ec9nh v\u00e0 d\u1ecbch v\u1ee5 giao h\u00e0ng hi\u1ec7u qu\u1ea3.\u00a0<\/p>\n<p style=\"text-align: justify\">H\u1ecd \u01b0u ti\u00ean ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng, kh\u00f4ng ng\u1eebng n\u1ed7 l\u1ef1c c\u1ea3i thi\u1ec7n d\u1ecbch v\u1ee5 c\u00f9ng v\u1edbi c\u00e1c ch\u00ednh s\u00e1ch l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, ch\u1eb3ng h\u1ea1n nh\u01b0 tr\u1ea3 l\u1ea1i h\u00e0ng d\u1ec5 d\u00e0ng v\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng nh\u1ea5t.<\/p>\n<h3 id=\"apple\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Apple\"><\/span>Apple<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">Apple n\u1ed5i ti\u1ebfng v\u1edbi c\u00e1ch ti\u1ebfp c\u1eadn l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m trong thi\u1ebft k\u1ebf v\u00e0 \u0111\u1ed5i m\u1edbi. H\u1ecd n\u1ed7 l\u1ef1c r\u1ea5t nhi\u1ec1u \u0111\u1ec3 t\u00ecm hi\u1ec3u c\u00e1c y\u00eau c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 t\u1ea1o ra nh\u1eefng s\u1ea3n ph\u1ea9m d\u1ec5 s\u1eed d\u1ee5ng v\u00e0 tr\u1ef1c quan.\u00a0<\/p>\n<p style=\"text-align: justify\">Chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m m\u00e0 Apple s\u1eed d\u1ee5ng m\u1edf r\u1ed9ng \u0111\u1ebfn c\u00e1c \u0111\u1ecba \u0111i\u1ec3m b\u00e1n l\u1ebb c\u1ee7a h\u1ecd, n\u01a1i h\u1ecd cung c\u1ea5p h\u1ed7 tr\u1ee3 chuy\u00ean bi\u1ec7t, h\u1ed9i th\u1ea3o v\u00e0 tr\u1ea3i nghi\u1ec7m mua s\u1eafm su\u00f4n s\u1ebb \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<h3 id=\"ritz-carlton\" style=\"text-align: justify\"><span class=\"ez-toc-section\" id=\"Ritz-Carlton\"><\/span>Ritz-Carlton<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p style=\"text-align: justify\">Chu\u1ed7i kh\u00e1ch s\u1ea1n sang tr\u1ecdng Ritz-Carlton c\u00f3 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh r\u00f5 r\u00e0ng mang t\u00ean &#8220;The Ritz-Carlton Mystique&#8221;. N\u00f3 nh\u1ea5n m\u1ea1nh v\u00e0o d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a, ch\u00fa \u00fd \u0111\u1ebfn t\u1eebng chi ti\u1ebft v\u00e0 d\u1ef1 \u0111o\u00e1n nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/p>\n<p style=\"text-align: justify\">Ritz-Carlton trao quy\u1ec1n cho nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh \u0111\u1ec3 t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u00e1ng nh\u1edb cho kh\u00e1ch h\u00e0ng, nu\u00f4i d\u01b0\u1ee1ng m\u1ed9t n\u1ec1n v\u0103n h\u00f3a trong \u0111\u00f3 m\u1ecdi nh\u00e2n vi\u00ean \u0111\u1ec1u t\u1eadp trung v\u00e0o d\u1ecbch v\u1ee5 \u0111\u1eb7c bi\u1ec7t v\u00e0 v\u01b0\u1ee3t tr\u00ean s\u1ef1 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p style=\"text-align: justify\">Nh\u1eefng v\u00ed d\u1ee5 n\u00e0y cho th\u1ea5y chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng nh\u01b0 th\u1ebf n\u00e0o trong c\u00e1c l\u0129nh v\u1ef1c kh\u00e1c nhau v\u00e0 mang l\u1ea1i th\u00e0nh c\u00f4ng v\u1ec1 m\u1eb7t kinh t\u1ebf. C\u00e1c doanh nghi\u1ec7p n\u00e0y \u0111\u00e3 thi\u1ebft l\u1eadp c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng t\u1eadn t\u00e2m v\u00e0 t\u1ef1 kh\u1eb3ng \u0111\u1ecbnh m\u00ecnh l\u00e0 ng\u01b0\u1eddi d\u1eabn \u0111\u1ea7u th\u1ecb tr\u01b0\u1eddng b\u1eb1ng c\u00e1ch hi\u1ec3u r\u00f5 nhu c\u1ea7u c\u1ee7a h\u1ecd, cung c\u1ea5p tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a v\u00e0 lu\u00f4n t\u00ecm c\u00e1ch c\u1ea3i thi\u1ec7n.<\/p>\n<p style=\"text-align: justify\">X\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t s\u1ef1 l\u1ef1a ch\u1ecdn, \u0111\u00f3 l\u00e0 m\u1ed9t b\u01b0\u1edbc thi\u1ebft y\u1ebfu \u0111\u1ec3 h\u01b0\u1edbng t\u1edbi th\u00e0nh c\u00f4ng trong b\u1ed1i c\u1ea3nh kinh doanh c\u1ea1nh tranh ng\u00e0y nay. B\u1eb1ng c\u00e1ch \u01b0u ti\u00ean c\u00e1c nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea1o m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i, nu\u00f4i d\u01b0\u1ee1ng l\u00f2ng trung th\u00e0nh v\u00e0 t\u1ea1o s\u1ef1 kh\u00e1c bi\u1ec7t cho doanh nghi\u1ec7p c\u1ee7a m\u00ecnh v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Nghi\u00ean c\u1ee9u c\u1ee7a Deloitte v\u00e0 Touche cho th\u1ea5y c\u00e1c doanh nghi\u1ec7p l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u00f3 l\u1ee3i nhu\u1eadn cao h\u01a1n 60% so v\u1edbi c\u00e1c c\u00f4ng ty kh\u00f4ng t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng, 64% c\u00f4ng ty c\u00f3 CEO t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng c\u00f3 l\u1ee3i nhu\u1eadn cao h\u01a1n \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh. Customer centric&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[100],"tags":[],"class_list":["post-4986","post","type-post","status-publish","format-standard","hentry","category-kien-thuc"],"_links":{"self":[{"href":"https:\/\/www.ckconitsha.com\/vn\/wp-json\/wp\/v2\/posts\/4986","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ckconitsha.com\/vn\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.ckconitsha.com\/vn\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.ckconitsha.com\/vn\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ckconitsha.com\/vn\/wp-json\/wp\/v2\/comments?post=4986"}],"version-history":[{"count":1,"href":"https:\/\/www.ckconitsha.com\/vn\/wp-json\/wp\/v2\/posts\/4986\/revisions"}],"predecessor-version":[{"id":4996,"href":"https:\/\/www.ckconitsha.com\/vn\/wp-json\/wp\/v2\/posts\/4986\/revisions\/4996"}],"wp:attachment":[{"href":"https:\/\/www.ckconitsha.com\/vn\/wp-json\/wp\/v2\/media?parent=4986"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.ckconitsha.com\/vn\/wp-json\/wp\/v2\/categories?post=4986"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.ckconitsha.com\/vn\/wp-json\/wp\/v2\/tags?post=4986"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}