{"id":431,"date":"2026-03-24T18:04:14","date_gmt":"2026-03-24T18:04:14","guid":{"rendered":"https:\/\/www.go-minder.com\/vi\/avoiding-silos-customer-journey-mapping-align-teams\/"},"modified":"2026-03-24T18:04:14","modified_gmt":"2026-03-24T18:04:14","slug":"avoiding-silos-customer-journey-mapping-align-teams","status":"publish","type":"post","link":"https:\/\/www.go-minder.com\/vi\/avoiding-silos-customer-journey-mapping-align-teams\/","title":{"rendered":"Tr\u00e1nh c\u00e1c r\u00e0o c\u1ea3n: S\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u1ed3ng b\u1ed9 to\u00e0n b\u1ed9 \u0111\u1ed9i ng\u0169 c\u1ee7a b\u1ea1n"},"content":{"rendered":"

Trong b\u1ed1i c\u1ea3nh kinh doanh hi\u1ec7n \u0111\u1ea1i, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u01b0\u1eddng l\u00e0 y\u1ebfu t\u1ed1 kh\u00e1c bi\u1ec7t duy nh\u1ea5t c\u00f2n l\u1ea1i. Tuy nhi\u00ean, qu\u00e1 nhi\u1ec1u t\u1ed5 ch\u1ee9c \u0111ang ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi m\u1ed9t th\u1ef1c t\u1ebf b\u1ecb chia r\u1ebd. M\u1ed9t kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c m\u1ed9t email t\u00edch c\u1ef1c t\u1eeb b\u1ed9 ph\u1eadn marketing, r\u1ed3i l\u1ea1i b\u1ecb chuy\u1ec3n sang \u0111\u1ed9i h\u1ed7 tr\u1ee3 kh\u00f4ng c\u00f3 b\u1ea5t k\u1ef3 b\u1ed1i c\u1ea3nh n\u00e0o, sau \u0111\u00f3 ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi b\u1ed9 ph\u1eadn thanh to\u00e1n ho\u1ea1t \u0111\u1ed9ng theo c\u00e1c \u01b0u ti\u00ean ho\u00e0n to\u00e0n kh\u00e1c bi\u1ec7t. S\u1ef1 t\u00e1ch bi\u1ec7t n\u00e0y ch\u00ednh l\u00e0 d\u1ea5u hi\u1ec7u \u0111\u1eb7c tr\u01b0ng c\u1ee7a c\u00e1c r\u00e0o c\u1ea3n t\u1ed5 ch\u1ee9c. \ud83c\udfd7\ufe0f<\/p>\n

Vi\u1ec7c ph\u00e1 b\u1ecf nh\u1eefng b\u1ee9c t\u01b0\u1eddng n\u00e0y \u0111\u00f2i h\u1ecfi nhi\u1ec1u h\u01a1n ch\u1ec9 l\u00e0 m\u1ed9t ch\u1ec9 th\u1ecb t\u1eeb l\u00e3nh \u0111\u1ea1o. N\u00f3 \u0111\u00f2i h\u1ecfi m\u1ed9t c\u00f4ng c\u1ee5 chung m\u00e0 m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u c\u00f3 th\u1ec3 tham chi\u1ebfu, hi\u1ec3u r\u00f5 v\u00e0 c\u1ea3i thi\u1ec7n. C\u00f4ng c\u1ee5 \u0111\u00f3 ch\u00ednh l\u00e0 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. Khi \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u00fang c\u00e1ch, c\u00f4ng c\u1ee5 n\u00e0y kh\u00f4ng ch\u1ec9 m\u00f4 t\u1ea3 con \u0111\u01b0\u1eddng c\u1ee7a kh\u00e1ch h\u00e0ng; n\u00f3 c\u00f2n l\u00e0m n\u1ed5i b\u1eadt nh\u1eefng \u0111i\u1ec3m xung \u0111\u1ed9t n\u1ed9i b\u1ed9 khi\u1ebfn t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n kh\u00f4ng th\u1ec3 v\u1eadn h\u00e0nh nh\u01b0 m\u1ed9t kh\u1ed1i th\u1ed1ng nh\u1ea5t. H\u01b0\u1edbng d\u1eabn n\u00e0y kh\u00e1m ph\u00e1 c\u00e1ch t\u1eadn d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u1ed3ng b\u1ed9 to\u00e0n b\u1ed9 \u0111\u1ed9i ng\u0169, \u0111\u1ea3m b\u1ea3o m\u1ecdi b\u1ed9 ph\u1eadn \u0111\u1ec1u \u0111\u00f3ng g\u00f3p v\u00e0o m\u1ed9t tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch. \ud83e\udd1d<\/p>\n

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\"Infographic<\/figure>\n<\/div>\n

\ud83d\udcc9 K\u1ebb gi\u1ebft ng\u01b0\u1eddi th\u1ea7m l\u1eb7ng c\u1ee7a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng: C\u00e1c r\u00e0o c\u1ea3n t\u1ed5 ch\u1ee9c<\/h2>\n

C\u00e1c r\u00e0o c\u1ea3n kh\u00f4ng ch\u1ec9 l\u00e0 nh\u1eefng r\u00e0o c\u1ea3n v\u1eadt l\u00fd hay c\u00e1c ph\u00f2ng ban ri\u00eang bi\u1ec7t. Ch\u00fang l\u00e0 nh\u1eefng r\u00e0o c\u1ea3n v\u0103n h\u00f3a v\u00e0 th\u00f4ng tin. Khi c\u00e1c \u0111\u1ed9i l\u00e0m vi\u1ec7c t\u00e1ch bi\u1ec7t, h\u1ecd t\u1ed1i \u01b0u h\u00f3a theo c\u00e1c ch\u1ec9 s\u1ed1 ri\u00eang c\u1ee7a m\u00ecnh, th\u01b0\u1eddng g\u00e2y t\u1ed5n h\u1ea1i \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed5ng th\u1ec3. \u0110i\u1ec1u n\u00e0y t\u1ea1o n\u00ean m\u1ed9t th\u1ef1c t\u1ebf b\u1ecb ph\u00e2n m\u1ea3nh \u0111\u1ed1i v\u1edbi ng\u01b0\u1eddi d\u00f9ng.<\/p>\n

T\u1ea1i sao c\u00e1c r\u00e0o c\u1ea3n l\u1ea1i h\u00ecnh th\u00e0nh<\/h3>\n

Hi\u1ec3u r\u00f5 nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5 l\u00e0 b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean \u0111\u1ec3 ph\u00e1 b\u1ecf ch\u00fang. Nh\u1eefng nguy\u00ean nh\u00e2n ph\u1ed5 bi\u1ebfn bao g\u1ed3m:<\/p>\n

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  • C\u00e1c KPI b\u1ecb t\u00e1ch bi\u1ec7t:<\/strong>Marketing \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 d\u1ef1a tr\u00ean s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, b\u00e1n h\u00e0ng theo t\u1ef7 l\u1ec7 \u0111\u00f3ng giao d\u1ecbch, c\u00f2n h\u1ed7 tr\u1ee3 theo th\u1eddi gian gi\u1ea3i quy\u1ebft. Nh\u1eefng m\u1ee5c ti\u00eau n\u00e0y kh\u00f4ng ph\u1ea3i l\u00fac n\u00e0o c\u0169ng \u0111\u1ed3ng b\u1ed9.<\/li>\n
  • Kho\u1ea3ng c\u00e1ch trong giao ti\u1ebfp:<\/strong>Th\u00f4ng tin hi\u1ebfm khi \u0111\u01b0\u1ee3c chia s\u1ebb ngang h\u00e0ng. Nh\u1eefng th\u00f4ng tin thu th\u1eadp \u0111\u01b0\u1ee3c t\u1eeb nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3 hi\u1ebfm khi \u0111\u1ebfn \u0111\u01b0\u1ee3c v\u1edbi c\u00e1c \u0111\u1ed9i ng\u0169 ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m.<\/li>\n
  • S\u1ef1 ph\u00e2n m\u1ea3nh c\u00f4ng c\u1ee5:<\/strong>Khi c\u00e1c \u0111\u1ed9i s\u1eed d\u1ee5ng c\u00e1c n\u1ec1n t\u1ea3ng ph\u1ea7n m\u1ec1m kh\u00e1c nhau, d\u1eef li\u1ec7u tr\u1edf n\u00ean b\u1ecb m\u1eafc k\u1eb9t. L\u1ecbch s\u1eed kh\u00e1ch h\u00e0ng trong CRM tr\u1edf n\u00ean v\u00f4 h\u00ecnh \u0111\u1ed1i v\u1edbi b\u1ea3ng \u0111i\u1ec1u khi\u1ec3n ph\u00e2n t\u00edch c\u1ee7a \u0111\u1ed9i s\u1ea3n ph\u1ea9m.<\/li>\n
  • C\u01a1 c\u1ea5u l\u00e3nh \u0111\u1ea1o:<\/strong>C\u00e1c c\u1ea5u tr\u00fac ph\u00e2n c\u1ea5p th\u01b0\u1eddng c\u1ee7ng c\u1ed1 c\u00e1c tuy\u1ebfn b\u00e1o c\u00e1o theo chi\u1ec1u d\u1ecdc thay v\u00ec h\u1ee3p t\u00e1c ngang h\u00e0ng.<\/li>\n<\/ul>\n

    T\u00e1c \u0111\u1ed9ng \u0111\u1ebfn kh\u00e1ch h\u00e0ng<\/h3>\n

    Khi c\u00e1c r\u00e0o c\u1ea3n t\u1ed3n t\u1ea1i, kh\u00e1ch h\u00e0ng s\u1ebd c\u1ea3m th\u1ea5y \u0111au \u0111\u1edbn. H\u1ecd ph\u1ea3i l\u1eb7p l\u1ea1i th\u00f4ng tin. H\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c c\u00e1c th\u00f4ng \u0111i\u1ec7p kh\u00f4ng nh\u1ea5t qu\u00e1n. H\u1ecd ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi nh\u1eefng ch\u1eadm tr\u1ec5 do vi\u1ec7c chuy\u1ec3n giao n\u1ed9i b\u1ed9. \u0110i\u1ec1u n\u00e0y d\u1eabn \u0111\u1ebfn:<\/p>\n

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    • T\u0103ng t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf \ud83d\udcc9<\/li>\n
    • \u0110i\u1ec3m NPS (Ch\u1ec9 s\u1ed1 \u0111\u1ec1 xu\u1ea5t thu\u1ea7n) gi\u1ea3m \ud83d\udcc9<\/li>\n
    • Chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng cao h\u01a1n do t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n th\u1ea5p \ud83d\udcc9<\/li>\n
    • Nh\u00e2n vi\u00ean th\u1ea5t v\u1ecdng v\u00ec c\u1ea3m th\u1ea5y b\u1ea5t l\u1ef1c trong vi\u1ec7c kh\u1eafc ph\u1ee5c c\u00e1c v\u1ea5n \u0111\u1ec1 h\u1ec7 th\u1ed1ng \ud83d\ude2b<\/li>\n<\/ul>\n

      \ud83d\uddfa\ufe0f B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h2>\n

      B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 qu\u00e1 tr\u00ecnh t\u1ea1o ra m\u1ed9t bi\u1ec3u di\u1ec5n tr\u1ef1c quan cho m\u1ecdi t\u01b0\u01a1ng t\u00e1c m\u00e0 ng\u01b0\u1eddi d\u00f9ng c\u00f3 v\u1edbi t\u1ed5 ch\u1ee9c c\u1ee7a b\u1ea1n. N\u00f3 v\u01b0\u1ee3t xa m\u1ed9t danh s\u00e1ch ki\u1ec3m tra \u0111\u01a1n thu\u1ea7n v\u1ec1 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac. N\u00f3 ghi l\u1ea1i tr\u1ea1ng th\u00e1i c\u1ea3m x\u00fac c\u1ee7a ng\u01b0\u1eddi d\u00f9ng, c\u00e1c k\u00eanh h\u1ecd s\u1eed d\u1ee5ng, v\u00e0 \u0111\u1ed9ng c\u01a1 c\u1ed1t l\u00f5i \u0111\u1eb1ng sau h\u00e0nh \u0111\u1ed9ng c\u1ee7a h\u1ecd.<\/p>\n

      C\u00e1c th\u00e0nh ph\u1ea7n c\u1ed1t l\u00f5i c\u1ee7a b\u1ea3n \u0111\u1ed3<\/h3>\n

      \u0110\u1ec3 hi\u1ec7u qu\u1ea3, b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh ph\u1ea3i bao g\u1ed3m c\u00e1c l\u1edbp d\u1eef li\u1ec7u c\u1ee5 th\u1ec3:<\/p>\n

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      • Giai \u0111o\u1ea1n:<\/strong> C\u00e1c giai \u0111o\u1ea1n t\u1ed5ng th\u1ec3 (v\u00ed d\u1ee5: Nh\u1eadn th\u1ee9c, Xem x\u00e9t, Mua h\u00e0ng, Duy tr\u00ec).<\/li>\n
      • \u0110i\u1ec3m ti\u1ebfp x\u00fac:<\/strong> Nh\u1eefng t\u01b0\u01a1ng t\u00e1c c\u1ee5 th\u1ec3 (v\u00ed d\u1ee5: trang \u0111\u00edch, cu\u1ed9c g\u1ecdi b\u00e1n h\u00e0ng, email h\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng).<\/li>\n
      • K\u00eanh:<\/strong> N\u01a1i di\u1ec5n ra t\u01b0\u01a1ng t\u00e1c (v\u00ed d\u1ee5: web, \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng, \u0111i\u1ec7n tho\u1ea1i, tr\u1ef1c ti\u1ebfp).<\/li>\n
      • H\u00e0nh \u0111\u1ed9ng c\u1ee7a ng\u01b0\u1eddi d\u00f9ng:<\/strong> \u0110i\u1ec1u kh\u00e1ch h\u00e0ng \u0111ang th\u1ef1c s\u1ef1 l\u00e0m v\u00e0o th\u1eddi \u0111i\u1ec3m \u0111\u00f3.<\/li>\n
      • Suy ngh\u0129 v\u00e0 C\u1ea3m x\u00fac:<\/strong> \u0110i\u1ec1u kh\u00e1ch h\u00e0ng \u0111ang suy ngh\u0129 v\u00e0 c\u1ea3m nh\u1eadn (v\u00ed d\u1ee5: b\u1ed1i r\u1ed1i, h\u00e0o h\u1ee9ng, lo l\u1eafng).<\/li>\n
      • \u0110i\u1ec3m \u0111au:<\/strong> N\u01a1i quy tr\u00ecnh b\u1ecb l\u1ed7i ho\u1eb7c t\u1ea1o ra s\u1ef1 c\u1ea3n tr\u1edf.<\/li>\n
      • C\u01a1 h\u1ed9i:<\/strong> Nh\u1eefng khu v\u1ef1c c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n.<\/li>\n<\/ul>\n

        \ud83d\udd17 T\u1ea1i sao b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ph\u00e1 v\u1ee1 s\u1ef1 t\u00e1ch bi\u1ec7t<\/h2>\n

        B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u00f3ng vai tr\u00f2 l\u00e0 ngu\u1ed3n th\u00f4ng tin duy nh\u1ea5t. N\u00f3 bu\u1ed9c ph\u1ea3i h\u1ee3p t\u00e1c li\u00ean ch\u1ee9c n\u0103ng v\u00ec m\u1ed9t h\u00e0nh tr\u00ecnh duy nh\u1ea5t hi\u1ebfm khi n\u1eb1m trong ph\u1ea1m vi c\u1ee7a m\u1ed9t b\u1ed9 ph\u1eadn. \u0110\u1ec3 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh ch\u00ednh x\u00e1c, b\u1ea1n c\u1ea7n s\u1ef1 \u0111\u00f3ng g\u00f3p t\u1eeb m\u1ecdi ng\u01b0\u1eddi.<\/p>\n

        K\u1ebft n\u1ed1i c\u00e1c b\u1ed9 ph\u1eadn<\/h3>\n

        D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1ch c\u00e1c \u0111\u1ed9i kh\u00e1c nhau \u0111\u00f3ng g\u00f3p v\u00e0o s\u1ef1 th\u1ed1ng nh\u1ea5t:<\/p>\n

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        • Marketing:<\/strong> Cung c\u1ea5p th\u00f4ng tin v\u1ec1 c\u00e1ch kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c t\u00ecm th\u1ea5y v\u00e0 nh\u1eefng k\u1ef3 v\u1ecdng ban \u0111\u1ea7u \u0111\u01b0\u1ee3c \u0111\u1eb7t ra. H\u1ecd \u0111\u1ea3m b\u1ea3o l\u1eddi h\u1ee9a ph\u00f9 h\u1ee3p v\u1edbi s\u1ea3n ph\u1ea9m.<\/li>\n
        • B\u00e1n h\u00e0ng:<\/strong> Hi\u1ec3u quy tr\u00ecnh ra quy\u1ebft \u0111\u1ecbnh v\u00e0 nh\u1eefng ph\u1ea3n \u0111\u1ed1i c\u1ee5 th\u1ec3 \u0111\u01b0\u1ee3c n\u00eau ra trong qu\u00e1 tr\u00ecnh \u0111\u00e0m ph\u00e1n. H\u1ecd l\u00e0m c\u1ea7u n\u1ed1i gi\u1eefa s\u1ef1 quan t\u00e2m v\u00e0 cam k\u1ebft.<\/li>\n
        • S\u1ea3n ph\u1ea9m:<\/strong> Bi\u1ebft r\u00f5 kh\u1ea3 n\u0103ng v\u00e0 gi\u1edbi h\u1ea1n k\u1ef9 thu\u1eadt. H\u1ecd \u0111\u1ea3m b\u1ea3o gi\u1ea3i ph\u00e1p th\u1ef1c s\u1ef1 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh trong h\u00e0nh tr\u00ecnh.<\/li>\n
        • H\u1ed7 tr\u1ee3:<\/strong> Gi\u1eef d\u1eef li\u1ec7u quan tr\u1ecdng nh\u1ea5t. H\u1ecd bi\u1ebft kh\u00e1ch h\u00e0ng b\u1ecb m\u1eafc k\u1eb9t \u1edf \u0111\u00e2u sau khi mua h\u00e0ng. H\u1ecd ph\u01a1i b\u00e0y th\u1ef1c t\u1ebf c\u1ee7a tr\u1ea3i nghi\u1ec7m sau mua h\u00e0ng.<\/li>\n
        • T\u00e0i ch\u00ednh\/Ph\u00e1p l\u00fd:<\/strong> \u0110\u1ea3m b\u1ea3o tu\u00e2n th\u1ee7 v\u00e0 hi\u1ec3u c\u1ea5u tr\u00fac chi ph\u00ed c\u00f3 th\u1ec3 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (v\u00ed d\u1ee5: chu k\u1ef3 h\u00f3a \u0111\u01a1n, \u0111i\u1ec1u kho\u1ea3n h\u1ee3p \u0111\u1ed3ng).<\/li>\n<\/ul>\n

          C\u00e2u chuy\u1ec7n chung<\/h3>\n

          Khi c\u00e1c \u0111\u1ed9i n\u00e0y ng\u1ed3i c\u00f9ng m\u1ed9t ph\u00f2ng \u0111\u1ec3 x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3, m\u1ed9t c\u00e2u chuy\u1ec7n chung xu\u1ea5t hi\u1ec7n. Marketing ng\u1eebng \u0111\u1ed5 l\u1ed7i cho B\u00e1n h\u00e0ng v\u00ec t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i th\u1ea5p. B\u00e1n h\u00e0ng ng\u1eebng \u0111\u1ed5 l\u1ed7i cho S\u1ea3n ph\u1ea9m v\u00ec l\u1ed7i ph\u1ea7n m\u1ec1m. H\u1ed7 tr\u1ee3 ng\u1eebng \u0111\u1ed5 l\u1ed7i cho Marketing v\u00ec \u0111\u1eb7t k\u1ef3 v\u1ecdng sai. H\u1ecd nh\u00ecn th\u1ea5y chu\u1ed7i s\u1ef1 ki\u1ec7n k\u1ebft n\u1ed1i h\u00e0nh \u0111\u1ed9ng c\u1ee7a h\u1ecd v\u1edbi k\u1ebft qu\u1ea3 cu\u1ed1i c\u00f9ng. C\u00e2u chuy\u1ec7n chung n\u00e0y l\u00e0 n\u1ec1n t\u1ea3ng c\u1ee7a s\u1ef1 th\u1ed1ng nh\u1ea5t. \ud83e\udde9<\/p>\n

          \ud83d\udee0\ufe0f C\u00e1c b\u01b0\u1edbc tri\u1ec3n khai b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng h\u1ee3p t\u00e1c<\/h2>\n

          Tri\u1ec3n khai m\u1ed9t s\u00e1ng ki\u1ebfn b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh th\u1ef1c s\u1ef1 gi\u00fap c\u00e1c \u0111\u1ed9i th\u1ed1ng nh\u1ea5t \u0111\u00f2i h\u1ecfi m\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn c\u00f3 c\u1ea5u tr\u00fac. N\u00f3 kh\u00f4ng th\u1ec3 l\u00e0 m\u1ed9t bu\u1ed5i l\u00e0m vi\u1ec7c \u0111\u01a1n l\u1ebb. N\u00f3 ph\u1ea3i l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh s\u1ed1ng \u0111\u1ed9ng.<\/p>\n

          1. T\u1eadp h\u1ee3p c\u00e1c b\u00ean li\u00ean quan ph\u00f9 h\u1ee3p<\/h3>\n

          \u0110\u1eebng gi\u1edbi h\u1ea1n \u0111i\u1ec1u n\u00e0y ch\u1ec9 \u1edf \u0111\u1ed9i CX. B\u1ea1n c\u1ea7n \u0111\u1ea1i di\u1ec7n t\u1eeb m\u1ecdi b\u1ed9 ph\u1eadn ti\u1ebfp x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng. \u0110\u1ea3m b\u1ea3o b\u1ea1n c\u00f3 nh\u1eefng ng\u01b0\u1eddi ra quy\u1ebft \u0111\u1ecbnh c\u00f3 th\u1ec3 cam k\u1ebft ngu\u1ed3n l\u1ef1c cho nh\u1eefng thay \u0111\u1ed5i \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh sau n\u00e0y.<\/p>\n

          2. X\u00e1c \u0111\u1ecbnh nh\u00e2n v\u1eadt kh\u00e1ch h\u00e0ng<\/h3>\n

          B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh cho m\u1ed9t nh\u00e2n v\u1eadt c\u1ee5 th\u1ec3. H\u00e0nh tr\u00ecnh c\u1ee7a m\u1ed9t “Ng\u01b0\u1eddi d\u00f9ng m\u1edbi” ho\u00e0n to\u00e0n kh\u00e1c bi\u1ec7t so v\u1edbi h\u00e0nh tr\u00ecnh t\u00e1i k\u00edch ho\u1ea1t c\u1ee7a m\u1ed9t “Kh\u00e1ch h\u00e0ng \u0111\u00e3 r\u1eddi b\u1ecf”. T\u1eadp trung v\u00e0o nh\u00e2n v\u1eadt ch\u00ednh tr\u01b0\u1edbc \u0111\u1ec3 tr\u00e1nh lan r\u1ed9ng ph\u1ea1m vi.<\/p>\n

          3. Thu th\u1eadp d\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh v\u00e0 \u0111\u1ecbnh l\u01b0\u1ee3ng<\/h3>\n

          Kh\u00f4ng d\u1ef1a v\u00e0o gi\u1ea3 \u0111\u1ecbnh. S\u1eed d\u1ee5ng k\u1ebft h\u1ee3p nhi\u1ec1u ngu\u1ed3n d\u1eef li\u1ec7u:<\/p>\n

            \n
          • Ph\u1ecfng v\u1ea5n kh\u00e1ch h\u00e0ng:<\/strong>Ph\u1ea3n h\u1ed3i tr\u1ef1c ti\u1ebfp v\u1ec1 c\u1ea3m x\u00fac v\u00e0 \u0111\u1ed9ng c\u01a1.<\/li>\n
          • Ph\u00e2n t\u00edch:<\/strong>T\u1ef7 l\u1ec7 r\u1edbt \u1ed1ng d\u1eabn, th\u1eddi l\u01b0\u1ee3ng phi\u00ean, t\u1ef7 l\u1ec7 tho\u00e1t.<\/li>\n
          • V\u00e9 h\u1ed7 tr\u1ee3:<\/strong>Nh\u1eefng khi\u1ebfu n\u1ea1i ph\u1ed5 bi\u1ebfn v\u00e0 c\u00e1c v\u1ea5n \u0111\u1ec1 l\u1eb7p l\u1ea1i.<\/li>\n
          • Ghi ch\u00e9p cu\u1ed9c g\u1ecdi b\u00e1n h\u00e0ng:<\/strong>Nh\u1eefng ph\u1ea3n \u0111\u1ed1i v\u00e0 c\u00e2u h\u1ecfi \u0111\u01b0\u1ee3c \u0111\u1eb7t l\u1ea1i nhi\u1ec1u l\u1ea7n.<\/li>\n<\/ul>\n

            4. B\u1ea3n \u0111\u1ed3 tr\u1ea1ng th\u00e1i hi\u1ec7n t\u1ea1i (Nh\u01b0 hi\u1ec7n t\u1ea1i)<\/h3>\n

            Ghi ch\u00e9p h\u00e0nh tr\u00ecnh ch\u00ednh x\u00e1c nh\u01b0 n\u00f3 \u0111ang di\u1ec5n ra hi\u1ec7n t\u1ea1i, ch\u1ee9 kh\u00f4ng ph\u1ea3i nh\u01b0 b\u1ea1n mong mu\u1ed1n. L\u00e0m n\u1ed5i b\u1eadt c\u00e1c \u0111i\u1ec3m g\u00e2y kh\u00f3 ch\u1ecbu. H\u00e3y trung th\u1ef1c. \u0110\u00e2y th\u01b0\u1eddng l\u00e0 ph\u1ea7n kh\u00f3 ch\u1ecbu nh\u1ea5t trong quy tr\u00ecnh v\u00ec n\u00f3 ph\u01a1i b\u00e0y nh\u1eefng th\u1ea5t b\u1ea1i n\u1ed9i b\u1ed9.<\/p>\n

            5. X\u00e1c \u0111\u1ecbnh cung c\u1ea3m x\u00fac<\/h3>\n

            V\u1ebd h\u00e0nh tr\u00ecnh c\u1ea3m x\u00fac. Kh\u00e1ch h\u00e0ng t\u1ef1 tin \u1edf \u0111\u00e2u? H\u1ecd lo l\u1eafng \u1edf \u0111\u00e2u? M\u1ed9t s\u1ef1 s\u1ee5t gi\u1ea3m v\u1ec1 s\u1ef1 t\u1ef1 tin th\u01b0\u1eddng l\u00e0 d\u1ea5u hi\u1ec7u c\u1ee7a s\u1ef1 c\u1ed1 trong quy tr\u00ecnh c\u1ea7n \u0111\u01b0\u1ee3c ch\u00fa \u00fd ngay l\u1eadp t\u1ee9c. \u0110i\u1ec1u n\u00e0y gi\u00fap d\u1eef li\u1ec7u tr\u1edf n\u00ean g\u1ea7n g\u0169i h\u01a1n v\u1edbi \u0111\u1ed9i ng\u0169.<\/p>\n

            6. C\u00f9ng nhau th\u1ea3o lu\u1eadn gi\u1ea3i ph\u00e1p<\/h3>\n

            Sau khi b\u1ea3n \u0111\u1ed3 \u0111\u01b0\u1ee3c v\u1ebd xong, chuy\u1ec3n sang tr\u1ea1ng th\u00e1i “S\u1ebd l\u00e0”. H\u1ecfi nh\u00f3m: “Ch\u00fang ta s\u1ebd kh\u1eafc ph\u1ee5c \u0111i\u1ec3m g\u00e2y kh\u00f3 ch\u1ecbu n\u00e0y nh\u01b0 th\u1ebf n\u00e0o?” \u0110i\u1ec1u n\u00e0y \u0111\u1ea3m b\u1ea3o gi\u1ea3i ph\u00e1p nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 \u0111\u1ed3ng thu\u1eadn t\u1eeb nh\u1eefng ng\u01b0\u1eddi s\u1ebd tri\u1ec3n khai n\u00f3.<\/p>\n

            \ud83d\udcca Vai tr\u00f2 v\u00e0 tr\u00e1ch nhi\u1ec7m trong qu\u00e1 tr\u00ecnh b\u1ea3n \u0111\u1ed3 h\u00f3a<\/h2>\n

            \u0110\u1ec3 \u0111\u1ea3m b\u1ea3o r\u00f5 r\u00e0ng trong qu\u00e1 tr\u00ecnh \u0111\u1ed3ng thu\u1eadn, x\u00e1c \u0111\u1ecbnh ai ch\u1ecbu tr\u00e1ch nhi\u1ec7m cho \u0111i\u1ec1u g\u00ec. B\u1ea3ng sau \u0111\u00e2y n\u00eau r\u00f5 c\u00e1c tr\u00e1ch nhi\u1ec7m th\u00f4ng th\u01b0\u1eddng trong m\u1ed9t s\u00e1ng ki\u1ebfn b\u1ea3n \u0111\u1ed3 h\u00f3a h\u1ee3p t\u00e1c.<\/p>\n\n\n\n\n\n\n\n\n\n\n
            Vai tr\u00f2<\/th>\nTr\u00e1ch nhi\u1ec7m<\/th>\nS\u1ef1 \u0111\u00f3ng g\u00f3p v\u00e0o s\u1ef1 \u0111\u1ed3ng thu\u1eadn<\/th>\n<\/tr>\n<\/thead>\n
            Tr\u01b0\u1edfng d\u1ef1 \u00e1n<\/td>\n\u0110i\u1ec1u ph\u1ed1i c\u00e1c bu\u1ed5i l\u00e0m vi\u1ec7c v\u00e0 duy tr\u00ec b\u1ea3n \u0111\u1ed3<\/td>\n\u0110\u1ea3m b\u1ea3o m\u1ecdi \u00fd ki\u1ebfn \u0111\u1ec1u \u0111\u01b0\u1ee3c l\u1eafng nghe v\u00e0 c\u00e1c m\u1ed1c th\u1eddi gian \u0111\u01b0\u1ee3c ho\u00e0n th\u00e0nh<\/td>\n<\/tr>\n
            Nh\u00e0 nghi\u00ean c\u1ee9u kh\u00e1ch h\u00e0ng<\/td>\nTh\u1ef1c hi\u1ec7n ph\u1ecfng v\u1ea5n v\u00e0 thu th\u1eadp ph\u1ea3n h\u1ed3i<\/td>\nCung c\u1ea5p d\u1eef li\u1ec7u kh\u00e1ch quan \u0111\u1ec3 h\u1ed7 tr\u1ee3 \u00fd ki\u1ebfn c\u1ee7a \u0111\u1ed9i ng\u0169<\/td>\n<\/tr>\n
            \u0110\u1ea1i di\u1ec7n c\u00e1c ph\u00f2ng ban<\/td>\nChia s\u1ebb ki\u1ebfn th\u1ee9c v\u1ec1 quy tr\u00ecnh n\u1ed9i b\u1ed9<\/td>\n\u0110\u1ea3m b\u1ea3o c\u00e1c th\u1ef1c t\u1ebf k\u1ef9 thu\u1eadt v\u00e0 v\u1eadn h\u00e0nh \u0111\u01b0\u1ee3c ph\u1ea3n \u00e1nh<\/td>\n<\/tr>\n
            Nh\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u<\/td>\nPh\u00e2n t\u00edch d\u1eef li\u1ec7u h\u00e0nh vi v\u00e0 c\u00e1c ch\u1ec9 s\u1ed1<\/td>\n\u0110o l\u01b0\u1eddng t\u00e1c \u0111\u1ed9ng c\u1ee7a c\u00e1c \u0111i\u1ec3m g\u00e2y kh\u00f3 kh\u0103n<\/td>\n<\/tr>\n
            Ng\u01b0\u1eddi b\u1ea3o tr\u1ee3 c\u1ea5p cao<\/td>\nLo\u1ea1i b\u1ecf c\u00e1c r\u00e0o c\u1ea3n v\u00e0 ph\u00ea duy\u1ec7t ngu\u1ed3n l\u1ef1c<\/td>\nTh\u1ec3 hi\u1ec7n s\u1ef1 \u01b0u ti\u00ean v\u00e0 cam k\u1ebft c\u1ee7a t\u1ed5 ch\u1ee9c<\/td>\n<\/tr>\n
            Nh\u00e0 thi\u1ebft k\u1ebf UX\/UI<\/td>\nTr\u1ef1c quan h\u00f3a c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u00e0 giao di\u1ec7n<\/td>\nL\u00e0m cho b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh d\u1ec5 \u0111\u1ecdc v\u00e0 c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng \u0111\u01b0\u1ee3c<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

            \u26a0\ufe0f Nh\u1eefng sai l\u1ea7m ph\u1ed5 bi\u1ebfn v\u00e0 c\u00e1ch tr\u00e1nh ch\u00fang<\/h2>\n

            Ngay c\u1ea3 v\u1edbi nh\u1eefng \u00fd \u0111\u1ecbnh t\u1ed1t nh\u1ea5t, c\u00e1c s\u00e1ng ki\u1ebfn l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u0169ng c\u00f3 th\u1ec3 th\u1ea5t b\u1ea1i trong vi\u1ec7c th\u00fac \u0111\u1ea9y s\u1ef1 th\u1ed1ng nh\u1ea5t. H\u00e3y c\u1ea3nh gi\u00e1c v\u1edbi nh\u1eefng c\u00e1i b\u1eaby ph\u1ed5 bi\u1ebfn n\u00e0y.<\/p>\n

            1. Xem b\u1ea3n \u0111\u1ed3 nh\u01b0 m\u1ed9t d\u1ef1 \u00e1n m\u1ed9t l\u1ea7n duy nh\u1ea5t<\/h3>\n

            B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t t\u1ea5m \u00e1p ph\u00edch b\u1ea1n d\u00e1n l\u00ean t\u01b0\u1eddng r\u1ed3i qu\u00ean \u0111i. N\u00f3 c\u1ea7n \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt th\u01b0\u1eddng xuy\u00ean khi s\u1ea3n ph\u1ea9m v\u00e0 th\u1ecb tr\u01b0\u1eddng thay \u0111\u1ed5i. L\u00ean l\u1ecbch ki\u1ec3m tra \u0111\u1ecbnh k\u1ef3 m\u1ed7i qu\u00fd \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o b\u1ea3n \u0111\u1ed3 v\u1eabn ch\u00ednh x\u00e1c. \ud83d\udd04<\/p>\n

            2. B\u1ecf qua ph\u1ea7n ‘ph\u00eda sau s\u00e2n kh\u1ea5u’<\/h3>\n

            H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 l\u00e0 nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng nh\u00ecn th\u1ea5y. \u0110\u00f3 l\u00e0 nh\u1eefng g\u00ec x\u1ea3y ra ph\u00eda sau h\u1eadu tr\u01b0\u1eddng. N\u1ebfu quy tr\u00ecnh ph\u00ea duy\u1ec7t n\u1ed9i b\u1ed9 m\u1ea5t ba tu\u1ea7n, kh\u00e1ch h\u00e0ng s\u1ebd c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 ch\u1eadm tr\u1ec5 \u0111\u00f3. H\u00e3y l\u1eadp b\u1ea3n \u0111\u1ed3 c\u00e1c quy tr\u00ecnh n\u1ed9i b\u1ed9 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m b\u00ean ngo\u00e0i.<\/p>\n

            3. Ch\u1ec9 t\u1eadp trung v\u00e0o con \u0111\u01b0\u1eddng l\u00fd t\u01b0\u1edfng<\/h3>\n

            H\u1ea7u h\u1ebft c\u00e1c \u0111\u1ed9i \u0111\u1ec1u l\u1eadp b\u1ea3n \u0111\u1ed3 cho t\u00ecnh hu\u1ed1ng l\u00fd t\u01b0\u1edfng khi m\u1ecdi th\u1ee9 di\u1ec5n ra su\u00f4n s\u1ebb. B\u1ea1n ph\u1ea3i l\u1eadp b\u1ea3n \u0111\u1ed3 cho c\u00e1c tr\u1ea1ng th\u00e1i l\u1ed7i. \u0110i\u1ec1u g\u00ec x\u1ea3y ra khi thanh to\u00e1n th\u1ea5t b\u1ea1i? \u0110i\u1ec1u g\u00ec x\u1ea3y ra khi ng\u01b0\u1eddi d\u00f9ng h\u1ee7y? \u0110\u00e2y th\u01b0\u1eddng l\u00e0 n\u01a1i xu\u1ea5t hi\u1ec7n c\u01a1 h\u1ed9i th\u1ed1ng nh\u1ea5t l\u1edbn nh\u1ea5t.<\/p>\n

            4. Thi\u1ebfu s\u1ef1 \u1ee7ng h\u1ed9 t\u1eeb c\u1ea5p l\u00e3nh \u0111\u1ea1o<\/h3>\n

            Kh\u00f4ng c\u00f3 s\u1ef1 h\u1ed7 tr\u1ee3 t\u1eeb l\u00e3nh \u0111\u1ea1o, c\u00e1c thay \u0111\u1ed5i \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh trong b\u1ea3n \u0111\u1ed3 th\u01b0\u1eddng b\u1ecb \u0111\u00ecnh tr\u1ec7. N\u1ebfu m\u1ed9t gi\u1ea3i ph\u00e1p c\u1ea7n ng\u00e2n s\u00e1ch ho\u1eb7c th\u1eddi gian t\u1eeb nhi\u1ec1u b\u1ed9 ph\u1eadn, l\u00e3nh \u0111\u1ea1o c\u1ea7n ph\u1ea3i b\u1ea3o tr\u1ee3 cho s\u00e1ng ki\u1ebfn n\u00e0y \u0111\u1ec3 v\u01b0\u1ee3t qua s\u1ef1 tr\u00ec tr\u1ec7.<\/p>\n

            5. L\u00e0m b\u1ea3n \u0111\u1ed3 qu\u00e1 ph\u1ee9c t\u1ea1p<\/h3>\n

            M\u1ed9t b\u1ea3n \u0111\u1ed3 v\u1edbi 50 b\u01b0\u1edbc l\u00e0 v\u00f4 d\u1ee5ng. H\u00e3y gi\u1eef n\u00f3 t\u1eadp trung v\u00e0o h\u00e0nh tr\u00ecnh then ch\u1ed1t. N\u1ebfu b\u1ea3n \u0111\u1ed3 qu\u00e1 ph\u1ee9c t\u1ea1p, c\u00e1c \u0111\u1ed9i s\u1ebd m\u1ea5t \u0111\u1ed9ng l\u1ef1c tham gia. S\u1ef1 \u0111\u01a1n gi\u1ea3n th\u00fac \u0111\u1ea9y h\u00e0nh \u0111\u1ed9ng.<\/p>\n

            \ud83d\udccf \u0110o l\u01b0\u1eddng th\u00e0nh c\u00f4ng v\u01b0\u1ee3t ra ngo\u00e0i doanh thu<\/h2>\n

            L\u00e0m sao b\u1ea1n bi\u1ebft s\u1ef1 th\u1ed1ng nh\u1ea5t \u0111ang ho\u1ea1t \u0111\u1ed9ng? Trong khi doanh thu l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 ch\u1eadm, c\u00f3 nh\u1eefng ch\u1ec9 s\u1ed1 d\u1eabn \u0111\u1ea7u cho th\u1ea5y s\u1ef1 th\u1ed1ng nh\u1ea5t n\u1ed9i b\u1ed9 \u0111ang \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n.<\/p>\n

              \n
            • Ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng n\u1ed9i b\u1ed9:<\/strong>Kh\u1ea3o s\u00e1t nh\u00e2n vi\u00ean v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u1ecd hi\u1ec3u h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 m\u1ee9c \u0111\u1ed9 c\u00e1c b\u1ed9 ph\u1eadn kh\u00e1c h\u1ed7 tr\u1ee3 c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd.<\/li>\n
            • Gi\u1ea3m th\u1eddi gian chuy\u1ec3n giao:<\/strong>\u0110o th\u1eddi gian c\u1ea7n thi\u1ebft \u0111\u1ec3 m\u1ed9t kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng chuy\u1ec3n t\u1eeb b\u1ed9 ph\u1eadn marketing sang b\u00e1n h\u00e0ng, ho\u1eb7c m\u1ed9t v\u00e9 h\u1ed7 tr\u1ee3 chuy\u1ec3n t\u1eeb b\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3 sang k\u1ef9 thu\u1eadt.<\/li>\n
            • T\u00ednh nh\u1ea5t qu\u00e1n trong th\u00f4ng \u0111i\u1ec7p:<\/strong>Ki\u1ec3m tra c\u00e1c cu\u1ed9c giao ti\u1ebfp tr\u00ean c\u00e1c k\u00eanh \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o gi\u1ecdng \u0111i\u1ec7u th\u01b0\u01a1ng hi\u1ec7u lu\u00f4n nh\u1ea5t qu\u00e1n.<\/li>\n
            • Gi\u1ea3i quy\u1ebft l\u1ea7n ti\u1ebfp x\u00fac \u0111\u1ea7u ti\u00ean:<\/strong> N\u1ebfu h\u1ed7 tr\u1ee3 c\u00f3 th\u1ec3 gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 nhanh h\u01a1n, \u0111i\u1ec1u \u0111\u00f3 cho th\u1ea5y vi\u1ec7c chia s\u1ebb th\u00f4ng tin t\u1ed1t h\u01a1n.<\/li>\n
            • Gi\u1eef ch\u00e2n nh\u00e2n vi\u00ean:<\/strong> Nh\u1eefng \u0111\u1ed9i nh\u00f3m hi\u1ec3u \u0111\u01b0\u1ee3c b\u1ee9c tranh to\u00e0n c\u1ea3nh th\u01b0\u1eddng c\u1ea3m th\u1ea5y g\u1eafn k\u1ebft h\u01a1n v\u00e0 \u00edt th\u1ea5t v\u1ecdng h\u01a1n.<\/li>\n<\/ul>\n

              \ud83d\udd2e Duy tr\u00ec \u0111\u00e0 ph\u00e1t tri\u1ec3n<\/h2>\n

              S\u1ef1 th\u1ed1ng nh\u1ea5t kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t \u0111i\u1ec3m \u0111\u1ebfn; \u0111\u00f3 l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c. \u0110\u1ec3 duy tr\u00ec \u0111\u00e0 ph\u00e1t tri\u1ec3n sau bu\u1ed5i h\u1ecdp b\u1ea3n \u0111\u1ed3 ban \u0111\u1ea7u:<\/p>\n

                \n
              • L\u00e0m cho b\u1ea3n \u0111\u1ed3 tr\u1edf n\u00ean d\u1ec5 th\u1ea5y:<\/strong> Hi\u1ec3n th\u1ecb b\u1ea3n \u0111\u1ed3 trong c\u00e1c ph\u00f2ng h\u1ecdp v\u1eadt l\u00fd v\u00e0 duy tr\u00ec m\u1ed9t phi\u00ean b\u1ea3n s\u1ed1 d\u1ec5 truy c\u1eadp cho t\u1ea5t c\u1ea3 nh\u00e2n vi\u00ean.<\/li>\n
              • S\u1eed d\u1ee5ng n\u00f3 trong qu\u00e1 tr\u00ecnh \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean m\u1edbi:<\/strong> \u0110\u00e0o t\u1ea1o nh\u00e2n vi\u00ean m\u1edbi v\u1ec1 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u1ec3 h\u1ecd hi\u1ec3u \u0111\u01b0\u1ee3c vai tr\u00f2 c\u1ee7a m\u00ecnh \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn to\u00e0n b\u1ed9 nh\u01b0 th\u1ebf n\u00e0o.<\/li>\n
              • Li\u00ean k\u1ebft v\u1edbi OKRs:<\/strong> G\u1eafn k\u1ebft m\u1ee5c ti\u00eau \u0111\u1ed9i nh\u00f3m v\u1edbi c\u00e1c m\u1ed1c quan tr\u1ecdng trong h\u00e0nh tr\u00ecnh. N\u1ebfu m\u1ee5c ti\u00eau c\u1ee7a B\u1ed9 ph\u1eadn Marketing l\u00e0 \u201cGi\u1ea3m thi\u1ec3u tr\u1edf ng\u1ea1i trong qu\u00e1 tr\u00ecnh \u0111\u0103ng k\u00fd,\u201d h\u1ecd s\u1ebd \u0111\u1ed3ng b\u1ed9 v\u1edbi m\u1ee5c ti\u00eau c\u1ee7a b\u1ea3n \u0111\u1ed3.<\/li>\n
              • T\u00f4n vinh nh\u1eefng th\u00e0nh c\u00f4ng:<\/strong> Khi m\u1ed9t \u0111i\u1ec3m g\u00e2y kh\u00f3 ch\u1ecbu \u0111\u01b0\u1ee3c kh\u1eafc ph\u1ee5c v\u00e0 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng c\u1ea3i thi\u1ec7n, h\u00e3y chia s\u1ebb c\u00e2u chuy\u1ec7n \u0111\u00f3 v\u1edbi to\u00e0n t\u1ed5 ch\u1ee9c.<\/li>\n<\/ul>\n

                \ud83d\ude80 Ti\u1ebfn b\u01b0\u1edbc v\u1edbi t\u1ea7m nh\u00ecn th\u1ed1ng nh\u1ea5t<\/h2>\n

                Con \u0111\u01b0\u1eddng d\u1eabn \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch \u0111\u01b0\u1ee3c l\u00e1t b\u1eb1ng s\u1ef1 h\u1ee3p t\u00e1c n\u1ed9i b\u1ed9. B\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng nh\u01b0 m\u1ed9t c\u00f4ng c\u1ee5 h\u1ee3p t\u00e1c, b\u1ea1n bi\u1ebfn n\u00f3 t\u1eeb m\u1ed9t ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp th\u1ecb th\u00e0nh m\u1ed9t t\u00e0i s\u1ea3n chi\u1ebfn l\u01b0\u1ee3c. N\u00f3 bu\u1ed9c t\u1ed5 ch\u1ee9c ph\u1ea3i nh\u00ecn nh\u1eadn b\u1ea3n th\u00e2n qua g\u00f3c nh\u00ecn c\u1ee7a kh\u00e1ch h\u00e0ng, ti\u1ebft l\u1ed9 n\u01a1i nh\u1eefng b\u1ee9c t\u01b0\u1eddng qu\u00e1 cao v\u00e0 nh\u1eefng c\u00e1nh c\u1eeda qu\u00e1 h\u1eb9p.<\/p>\n

                Khi \u0111\u1ed9i nh\u00f3m c\u1ee7a b\u1ea1n ng\u1eebng suy ngh\u0129 theo kh\u00e1i ni\u1ec7m ‘ph\u00f2ng ban c\u1ee7a t\u00f4i’ v\u00e0 b\u1eaft \u0111\u1ea7u suy ngh\u0129 theo kh\u00e1i ni\u1ec7m ‘h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng’, c\u00e1c r\u00e0o c\u1ea3n b\u1eaft \u0111\u1ea7u s\u1ee5p \u0111\u1ed5. K\u1ebft qu\u1ea3 l\u00e0 m\u1ed9t t\u1ed5 ch\u1ee9c linh ho\u1ea1t h\u01a1n, nh\u00e2n vi\u00ean h\u1ea1nh ph\u00fac h\u01a1n v\u00e0 kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c tr\u00e2n tr\u1ecdng \u1edf m\u1ecdi b\u01b0\u1edbc \u0111i. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 ho\u00e0n thi\u1ec7n m\u1ed9t quy tr\u00ecnh; m\u00e0 l\u00e0 x\u00e2y d\u1ef1ng m\u1ed9t v\u0103n h\u00f3a n\u01a1i kh\u00e1ch h\u00e0ng lu\u00f4n l\u00e0 tr\u1ecdng t\u00e2m c\u1ee7a m\u1ecdi quy\u1ebft \u0111\u1ecbnh. \ud83c\udf1f<\/p>\n

                B\u1eaft \u0111\u1ea7u ngay h\u00f4m nay. T\u1eadp h\u1ee3p \u0111\u1ed9i nh\u00f3m c\u1ee7a b\u1ea1n. V\u1ebd b\u1ea3n \u0111\u1ed3. V\u00e0 b\u1eaft \u0111\u1ea7u c\u00f4ng vi\u1ec7c th\u1ed1ng nh\u1ea5t. H\u00e0nh tr\u00ecnh d\u00e0i, nh\u01b0ng \u0111\u00edch \u0111\u1ebfn x\u1ee9ng \u0111\u00e1ng v\u1edbi n\u1ed7 l\u1ef1c.<\/p>\n","protected":false},"excerpt":{"rendered":"

                Trong b\u1ed1i c\u1ea3nh kinh doanh hi\u1ec7n \u0111\u1ea1i, tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u01b0\u1eddng l\u00e0 y\u1ebfu t\u1ed1 kh\u00e1c bi\u1ec7t duy nh\u1ea5t c\u00f2n l\u1ea1i. Tuy nhi\u00ean, qu\u00e1 nhi\u1ec1u t\u1ed5 ch\u1ee9c \u0111ang ph\u1ea3i \u0111\u1ed1i…<\/p>\n","protected":false},"author":1,"featured_media":432,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_title":"Tr\u00e1nh r\u00e0o c\u1ea3n: Th\u1ed1ng nh\u1ea5t \u0111\u1ed9i nh\u00f3m th\u00f4ng qua b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \ud83d\uddfa\ufe0f","_yoast_wpseo_metadesc":"Kh\u00e1m ph\u00e1 c\u00e1ch b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ph\u00e1 v\u1ee1 c\u00e1c r\u00e0o c\u1ea3n gi\u1eefa c\u00e1c ph\u00f2ng ban. Th\u1ed1ng nh\u1ea5t \u0111\u1ed9i nh\u00f3m \u0111\u1ec3 t\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch m\u00e0 kh\u00f4ng c\u1ea7n ph\u00f4 tr\u01b0\u01a1ng.","inline_featured_image":false,"fifu_image_url":"","fifu_image_alt":"","footnotes":""},"categories":[58],"tags":[49,57],"class_list":["post-431","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-journey-mapping","tag-academic","tag-customer-journey-mapping"],"yoast_head":"\nTr\u00e1nh r\u00e0o c\u1ea3n: Th\u1ed1ng nh\u1ea5t \u0111\u1ed9i nh\u00f3m th\u00f4ng qua b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \ud83d\uddfa\ufe0f<\/title>\n<meta name=\"description\" content=\"Kh\u00e1m ph\u00e1 c\u00e1ch b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ph\u00e1 v\u1ee1 c\u00e1c r\u00e0o c\u1ea3n gi\u1eefa c\u00e1c ph\u00f2ng ban. 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