{"id":11354,"date":"2025-08-14T10:32:14","date_gmt":"2025-08-14T03:32:14","guid":{"rendered":"https:\/\/base.vn\/blog\/?p=11354"},"modified":"2025-10-30T14:45:19","modified_gmt":"2025-10-30T07:45:19","slug":"crm-la-gi","status":"publish","type":"post","link":"https:\/\/base.vn\/blog\/crm-la-gi\/","title":{"rendered":"CRM l\u00e0 g\u00ec? Hi\u1ec3u t\u1eeb A-Z v\u1ec1 h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng"},"content":{"rendered":"\n<p>B\u00e1o c\u00e1o to\u00e0n c\u1ea7u c\u1ee7a Salesforce v\u1ec1 ch\u1ec9 s\u1ed1 th\u00e0nh c\u00f4ng c\u1ee7a kh\u00e1ch h\u00e0ng trong n\u0103m t\u00e0i ch\u00ednh 2024 (FY2024 Salesforce Customer Success Metrics Global Highlights), d\u1ef1a tr\u00ean d\u1eef li\u1ec7u t\u1eeb 2.165 kh\u00e1ch h\u00e0ng t\u1ea1i 10 qu\u1ed1c gia, cho th\u1ea5y r\u1eb1ng CRM c\u00f3 th\u1ec3 gi\u00fap doanh nghi\u1ec7p t\u0103ng tr\u01b0\u1edfng v\u01b0\u1ee3t b\u1eadc v\u1ec1 m\u1ecdi ch\u1ec9 s\u1ed1:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Doanh s\u1ed1: <\/strong>T\u0103ng 30% doanh thu, t\u0103ng 30% t\u1ef7 l\u1ec7 b\u00e1n h\u00e0ng th\u00e0nh c\u00f4ng, t\u0103ng h\u01a1n 30% t\u1ed1c \u0111\u1ed9 ch\u1ed1t deal.<\/li>\n\n\n\n<li><strong>Marketing: <\/strong>T\u0103ng 32% ROI, t\u0103ng 30% gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng, t\u0103ng 34% s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng B2B.<\/li>\n\n\n\n<li><strong>B\u00e1n h\u00e0ng tr\u1ef1c tuy\u1ebfn: <\/strong>T\u0103ng 28% doanh thu tr\u1ef1c tuy\u1ebfn, t\u0103ng 19% t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i, th\u1ef1c hi\u1ec7n chi\u1ebfn l\u01b0\u1ee3c nhanh h\u01a1n 29%.<\/li>\n\n\n\n<li><strong>D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng: <\/strong>T\u0103ng 32% t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, t\u0103ng 32% s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, v\u00e0 gi\u00fap gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 nhanh h\u01a1n 21%.<\/li>\n<\/ul>\n\n\n\n<p>V\u1eady CRM l\u00e0 g\u00ec? Doanh nghi\u1ec7p c\u00f3 th\u1ec3 tri\u1ec3n khai CRM nh\u01b0 th\u1ebf n\u00e0o?, v\u00e0 c\u00f3 th\u1ec3 l\u00e0m g\u00ec v\u1edbi m\u1ed9t h\u1ec7 th\u1ed1ng CRM? C\u00f9ng <a href=\"https:\/\/base.vn?utm_source=base-blog&amp;utm_content=base.vn\/blog\/crm-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">Base.vn<\/a> kh\u00e1m ph\u00e1 t\u1ea5t c\u1ea3 m\u1ecdi th\u1ee9 v\u1ec1 CRM trong b\u00e0i vi\u1ebft sau \u0111\u00e2y.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-crm-la-gi-hi\u1ec3u-dung-v\u1ec1-h\u1ec7-th\u1ed1ng-crm\"><strong>1. CRM l\u00e0 g\u00ec? Hi\u1ec3u \u0111\u00fang v\u1ec1 h\u1ec7 th\u1ed1ng CRM<\/strong><strong><\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-1-khai-ni\u1ec7m-crm\"><strong>1.1 Kh\u00e1i ni\u1ec7m CRM<\/strong><\/h3>\n\n\n\n<p>CRM, vi\u1ebft t\u1eaft c\u1ee7a \u201cCustomer Relationship Management\u201d hay \u201cQu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng\u201d, l\u00e0 m\u1ed9t ph\u1ea7n m\u1ec1m gi\u00fap doanh nghi\u1ec7p qu\u1ea3n l\u00fd v\u00e0 t\u1ed1i \u01b0u h\u00f3a m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>Thay v\u00ec ph\u1ea3i s\u1eed d\u1ee5ng nhi\u1ec1u b\u1ea3ng t\u00ednh, c\u01a1 s\u1edf d\u1eef li\u1ec7u r\u1eddi r\u1ea1c v\u00e0 \u1ee9ng d\u1ee5ng ri\u00eang l\u1ebb \u0111\u1ec3 theo d\u00f5i th\u00f4ng tin kh\u00e1ch h\u00e0ng, CRM t\u1eadp h\u1ee3p t\u1ea5t c\u1ea3 v\u00e0o m\u1ed9t h\u1ec7 th\u1ed1ng duy nh\u1ea5t, gi\u00fap doanh nghi\u1ec7p theo d\u00f5i m\u1ecdi ho\u1ea1t \u0111\u1ed9ng giao ti\u1ebfp v\u00e0 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i, bao g\u1ed3m bi\u1ec3u m\u1eabu, cu\u1ed9c g\u1ecdi, email, tin nh\u1eafn v\u0103n b\u1ea3n v\u00e0 cu\u1ed9c h\u1ecdp, m\u1ed9t c\u00e1ch d\u1ec5 d\u00e0ng.<\/p>\n\n\n\n<p>\u0110\u1ed3ng th\u1eddi, CRM c\u0169ng t\u00edch h\u1ee3p c\u00e1c t\u00e0i li\u1ec7u, b\u00e1o gi\u00e1, giao d\u1ecbch mua b\u00e1n v\u00e0 c\u00e1c t\u00e1c v\u1ee5 li\u00ean quan \u0111\u1ebfn t\u1eebng kh\u00e1ch h\u00e0ng, cho ph\u00e9p \u0111\u1ed9i ng\u0169 b\u00e1n h\u00e0ng nhanh ch\u00f3ng truy c\u1eadp th\u00f4ng tin quan tr\u1ecdng \u0111\u1ec3 ch\u1ed1t doanh s\u1ed1 ho\u1eb7c cung c\u1ea5p d\u1ecbch v\u1ee5 v\u01b0\u1ee3t tr\u1ed9i. Ngo\u00e0i ra, CRM c\u00f2n gi\u00fap doanh nghi\u1ec7p t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c quy tr\u00ecnh kinh doanh, gi\u1ea3m thi\u1ec3u t\u00e1c v\u1ee5 th\u1ee7 c\u00f4ng. K\u1ebft qu\u1ea3 l\u00e0 doanh nghi\u1ec7p v\u1eeba c\u00f3 th\u1ec3 gia t\u0103ng doanh s\u1ed1, v\u1eeba t\u1ed5 ch\u1ee9c c\u00f4ng vi\u1ec7c v\u00e0 qu\u1ea3n l\u00fd nh\u00e2n l\u1ef1c t\u1ed1t h\u01a1n.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"457\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-1-1024x457.jpg\" alt=\"crm l\u00e0 g\u00ec\" class=\"wp-image-13975\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-1-1024x457.jpg 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-1-300x134.jpg 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-1-768x343.jpg 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-1-1536x686.jpg 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-1-2048x914.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><figcaption class=\"wp-element-caption\"><em>Base CRM l\u00e0 m\u1ed9t n\u1ec1n t\u1ea3ng CRM th\u1ebf h\u1ec7 m\u1edbi. <a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u0110\u0103ng k\u00fd tr\u1ea3i nghi\u1ec7m ngay!<\/a><\/em><\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-2-l\u1ecbch-s\u1eed-phat-tri\u1ec3n-c\u1ee7a-crm\"><strong>1.2 L\u1ecbch s\u1eed ph\u00e1t tri\u1ec3n c\u1ee7a CRM<\/strong><\/h3>\n\n\n\n<p>CRM kh\u00f4ng ph\u1ea3i ng\u1eabu nhi\u00ean m\u00e0 tr\u1edf th\u00e0nh c\u00f4ng c\u1ee5 qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng h\u00e0ng \u0111\u1ea7u cho c\u00e1c doanh nghi\u1ec7p. N\u00f3 \u0111\u00e3 tr\u1ea3i qua m\u1ed9t qu\u00e1 tr\u00ecnh ph\u00e1t tri\u1ec3n l\u00e2u d\u00e0i, v\u1edbi nhi\u1ec1u giai \u0111o\u1ea1n l\u1ecbch s\u1eed quan tr\u1ecdng \u0111\u1ec3 d\u1ea7n ho\u00e0n thi\u1ec7n v\u00e0 tr\u1edf th\u00e0nh m\u1ed9t gi\u1ea3i ph\u00e1p to\u00e0n di\u1ec7n nh\u01b0 hi\u1ec7n nay.<\/p>\n\n\n\n<p><strong>Nh\u1eefng n\u0103m 1992-1993:<\/strong> Thu\u1eadt ng\u1eef \u201cT\u1ef1 \u0111\u1ed9ng h\u00f3a l\u1ef1c l\u01b0\u1ee3ng b\u00e1n h\u00e0ng\u201d (Sales Force Automation &#8211; SFA) l\u1ea7n \u0111\u1ea7u ti\u00ean xu\u1ea5t hi\u1ec7n, \u0111\u00e1nh d\u1ea5u s\u1ef1 kh\u1edfi \u0111\u1ea7u tr\u1ecdng trong trong vi\u1ec7c t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh b\u00e1n h\u00e0ng, nh\u1eb1m t\u0103ng hi\u1ec7u qu\u1ea3 khi theo d\u00f5i c\u01a1 h\u1ed9i trong chu tr\u00ecnh b\u00e1n h\u00e0ng. \u0110\u00e2y ch\u00ednh l\u00e0 n\u1ec1n t\u1ea3ng ti\u1ec1n th\u00e2n c\u1ee7a h\u1ec7 th\u1ed1ng CRM hi\u1ec7n \u0111\u1ea1i.<\/p>\n\n\n\n<p><strong>N\u0103m 1995: <\/strong>Thu\u1eadt ng\u1eef \u201cQu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng\u201d (CRM) ch\u00ednh th\u1ee9c ra \u0111\u1eddi v\u00e0 nhanh ch\u00f3ng \u0111\u01b0\u1ee3c c\u00f4ng nh\u1eadn r\u1ed9ng r\u00e3i tr\u00ean to\u00e0n th\u1ebf gi\u1edbi. V\u00e0o l\u00fac b\u1ea5y gi\u1edd, r\u1ea5t nhi\u1ec1u tranh c\u00e3i \u0111\u00e3 n\u1ed5 ra xung quanh vi\u1ec7c ai l\u00e0 ng\u01b0\u1eddi ph\u00e1t minh ra CRM &#8211; m\u1ed9t s\u1ed1 ng\u01b0\u1eddi cho r\u1eb1ng \u0111\u00f3 l\u00e0 C\u00f4ng ty Gartner, trong khi s\u1ed1 kh\u00e1c tin r\u1eb1ng n\u00f3 b\u1eaft ngu\u1ed3n t\u1eeb C\u00f4ng ty Siebel v\u00e0 C\u00f4ng ty IBM.<\/p>\n\n\n\n<p><strong>Cu\u1ed1i th\u1eadp ni\u00ean 90: <\/strong>S\u1ef1 ra \u0111\u1eddi c\u1ee7a \u1ee9ng d\u1ee5ng CRM \u0111\u1ea7u ti\u00ean tr\u00ean \u0111i\u1ec7n tho\u1ea1i, Siebel Sales Handheld, \u0111\u00e1nh d\u1ea5u m\u1ed9t b\u01b0\u1edbc ti\u1ebfn v\u01b0\u1ee3t b\u1eadc. C\u00e1c c\u00f4ng ty kh\u00e1c nh\u01b0 SAP, Oracle v\u00e0 PeopleSoft nhanh ch\u00f3ng theo sau v\u1edbi c\u00e1c \u1ee9ng d\u1ee5ng t\u01b0\u01a1ng t\u1ef1. \u0110\u1ed3ng th\u1eddi, Salesforce \u0111\u00e3 c\u00e1ch m\u1ea1ng h\u00f3a th\u1ecb tr\u01b0\u1eddng b\u1eb1ng vi\u1ec7c \u0111\u01b0a CRM l\u00ean n\u1ec1n t\u1ea3ng \u0111i\u1ec7n to\u00e1n \u0111\u00e1m m\u00e2y, t\u1ea1o ra kh\u00f4ng gian l\u01b0u tr\u1eef d\u1eef li\u1ec7u v\u00f4 t\u1eadn v\u00e0 \u0111\u1ea3m b\u1ea3o an to\u00e0n d\u1eef li\u1ec7u trong m\u1ecdi t\u00ecnh hu\u1ed1ng.<\/p>\n\n\n\n<p><strong>\u0110\u1ea7u nh\u1eefng n\u0103m 2000:<\/strong> CRM ho\u1ea1t \u0111\u1ed9ng tr\u00ean n\u1ec1n t\u1ea3ng web b\u1eaft \u0111\u1ea7u \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng r\u1ed9ng r\u00e3i, \u0111\u1ed3ng th\u1eddi \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u1edbi c\u00e1c h\u1ec7 th\u1ed1ng kinh doanh v\u00e0 n\u1ec1n t\u1ea3ng kh\u00e1c \u0111\u1ec3 t\u1ea1o \u0111i\u1ec1u ki\u1ec7n thu\u1eadn l\u1ee3i cho c\u00e1c quy tr\u00ecnh c\u00f4ng vi\u1ec7c h\u00e0ng ng\u00e0y. \u0110\u00e2y c\u0169ng l\u00e0 th\u1eddi \u0111i\u1ec3m m\u1ea1ng x\u00e3 h\u1ed9i b\u00f9ng n\u1ed5, CRM b\u1eaft \u0111\u1ea7u t\u00edch h\u1ee3p v\u1edbi c\u00e1c n\u1ec1n t\u1ea3ng nh\u01b0 Facebook, Twitter v\u00e0 Instagram. Social CRM tr\u1edf th\u00e0nh m\u1ed9t ph\u1ea7n kh\u00f4ng th\u1ec3 thi\u1ebfu, cho ph\u00e9p doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nhu c\u1ea7u v\u00e0 h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p><strong>Cu\u1ed1i nh\u1eefng n\u0103m 2010 \u0111\u1ebfn hi\u1ec7n t\u1ea1i:<\/strong> Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI) \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u00e0o CRM, gi\u00fap h\u1ec7 th\u1ed1ng n\u00e0y ph\u00e2n t\u00edch kh\u1ed1i l\u01b0\u1ee3ng d\u1eef li\u1ec7u l\u1edbn v\u00e0 \u0111\u01b0a ra c\u00e1c \u0111\u1ec1 xu\u1ea5t th\u00f4ng minh. T\u1eeb vi\u1ec7c c\u1ea3i thi\u1ec7n theo d\u00f5i b\u00e1n h\u00e0ng, t\u1ef1 \u0111\u1ed9ng h\u00f3a n\u1ed9i dung email v\u00e0 tr\u00f2 chuy\u1ec7n, \u0111\u1ebfn cung c\u1ea5p th\u00f4ng tin chi ti\u1ebft c\u00f3 gi\u00e1 tr\u1ecb v\u1ec1 kh\u00e1ch h\u00e0ng, AI \u0111\u00e3 \u0111\u01b0a CRM l\u00ean m\u1ed9t t\u1ea7m cao m\u1edbi. Nh\u1edd \u0111\u00f3, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n h\u00f3a t\u1ed1t h\u01a1n v\u00e0 gia t\u0103ng c\u01a1 h\u1ed9i ch\u1ed1t h\u1ee3p \u0111\u1ed3ng.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong>\u0110\u1ecdc th\u00eam:<\/strong> <a href=\"https:\/\/base.vn\/blog\/phan-mem-crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">Ph\u1ea7n m\u1ec1m CRM l\u00e0 g\u00ec? Top 13 ph\u1ea7n m\u1ec1m CRM t\u1ed1t nh\u1ea5t hi\u1ec7n nay<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-3-phan-bi\u1ec7t-crm-va-erp\"><strong>1.3 Ph\u00e2n bi\u1ec7t CRM v\u00e0 ERP<\/strong><\/h3>\n\n\n\n<p>Ph\u1ea7n m\u1ec1m CRM v\u00e0 <a href=\"https:\/\/base.vn\/blog\/phan-mem-erp-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">ph\u1ea7n m\u1ec1m ERP<\/a> \u0111\u1ec1u l\u00e0 nh\u1eefng n\u1ec1n t\u1ea3ng c\u00f4ng ngh\u1ec7 gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh qu\u1ea3n l\u00fd, v\u1eadn h\u00e0nh, v\u00e0 t\u0103ng tr\u01b0\u1edfng doanh thu. Tuy nhi\u00ean, gi\u1eefa ch\u00fang t\u1ed3n t\u1ea1i nh\u1eefng \u0111i\u1ec3m kh\u00e1c bi\u1ec7t l\u1edbn nh\u01b0 sau:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Ti\u00eau ch\u00ed<\/strong><\/td><td><strong>CRM<\/strong><\/td><td><strong>ERP<\/strong><\/td><\/tr><tr><td><strong>\u0110\u1ecbnh ngh\u0129a<\/strong><\/td><td>CRM l\u00e0 Ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng (Customer Relationship Management)<\/td><td>ERP l\u00e0 H\u1ec7 th\u1ed1ng ho\u1ea1ch \u0111\u1ecbnh ngu\u1ed3n l\u1ef1c doanh nghi\u1ec7p (Enterprise Resource Planning)<\/td><\/tr><tr><td><strong>M\u1ee5c \u0111\u00edch s\u1eed d\u1ee5ng<\/strong><\/td><td>&#8211; Qu\u1ea3n l\u00fd ho\u1ea1t \u0111\u1ed9ng t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.<br>&#8211; H\u1ed7 tr\u1ee3 doanh nghi\u1ec7p t\u0103ng doanh s\u1ed1.<br>&#8211; N\u00e2ng cao hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c c\u1ee7a \u0111\u1ed9i ng\u0169 kinh doanh v\u00e0 ti\u1ebfp th\u1ecb.<\/td><td>&#8211; T\u1ed1i \u01b0u h\u00f3a hi\u1ec7u qu\u1ea3 s\u1eed d\u1ee5ng c\u00e1c ngu\u1ed3n l\u1ef1c trong doanh nghi\u1ec7p.<br>&#8211; Th\u00fac \u0111\u1ea9y hi\u1ec7u qu\u1ea3 c\u1ed9ng t\u00e1c gi\u1eefa c\u00e1c c\u00e1 nh\u00e2n, ph\u00f2ng ban trong doanh nghi\u1ec7p.<br>&#8211; Gi\u1ea3m thi\u1ec3u l\u00e3ng ph\u00ed ngu\u1ed3n l\u1ef1c, \u0111\u1ed3ng th\u1eddi g\u00f3p ph\u1ea7n t\u0103ng c\u01b0\u1eddng l\u1ee3i nhu\u1eadn cho doanh nghi\u1ec7p.<br>&#8211; H\u1ed7 tr\u1ee3 ban l\u00e3nh \u0111\u1ea1o trong vi\u1ec7c \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh chi\u1ebfn l\u01b0\u1ee3c.<\/td><\/tr><tr><td><strong>Ch\u1ee9c n\u0103ng<\/strong><\/td><td>&#8211; Qu\u1ea3n l\u00fd th\u00f4ng tin c\u1ee7a kh\u00e1ch h\u00e0ng.<br>&#8211; Qu\u1ea3n l\u00fd c\u00e1c giao d\u1ecbch gi\u1eefa nh\u00e2n vi\u00ean kinh doanh v\u00e0 kh\u00e1ch h\u00e0ng.<br>&#8211; T\u00edch h\u1ee3p c\u00e1c t\u00ednh n\u0103ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ef1 \u0111\u1ed9ng.<br>&#8211; \u0110o l\u01b0\u1eddng v\u00e0 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a qu\u00e1 tr\u00ecnh giao ti\u1ebfp, t\u01b0\u01a1ng t\u00e1c gi\u1eefa kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p.<\/td><td>Kh\u00e1c v\u1edbi c\u00e1c ph\u1ea7n m\u1ec1m ri\u00eang l\u1ebb, ph\u1ea7n m\u1ec1m ERP t\u00edch h\u1ee3p nhi\u1ec1u t\u00ednh n\u0103ng qu\u1ea3n l\u00fd v\u00e0o m\u1ed9t h\u1ec7 th\u1ed1ng duy nh\u1ea5t, bao g\u1ed3m:<br>&#8211; Qu\u1ea3n l\u00fd t\u00e0i ch\u00ednh \u2013 k\u1ebf to\u00e1n<br>&#8211; Qu\u1ea3n l\u00fd nh\u00e2n s\u1ef1<br>&#8211; Qu\u1ea3n l\u00fd s\u1ea3n xu\u1ea5t v\u00e0 ph\u00e2n ph\u1ed1i<br>&#8211; Qu\u1ea3n l\u00fd ho\u1ea1t \u0111\u1ed9ng b\u00e1n h\u00e0ng<br>&#8211; Qu\u1ea3n l\u00fd ho\u1ea1t \u0111\u1ed9ng mua h\u00e0ng<br>&#8211; Qu\u1ea3n l\u00fd h\u00e0ng t\u1ed3n kho<br>&#8211; Cung c\u1ea5p b\u00e1o c\u00e1o thu\u1ebf, b\u00e1o c\u00e1o qu\u1ea3n tr\u1ecb.<\/td><\/tr><tr><td><strong>Chi ph\u00ed \u0111\u1ea7u t\u01b0<\/strong><\/td><td>Chi ph\u00ed s\u1eed d\u1ee5ng th\u1ea5p h\u01a1n so v\u1edbi ERP.<\/td><td>Chi ph\u00ed \u0111\u1ea7u t\u01b0 cao h\u01a1n CRM, do ERP \u0111\u00e1p \u1ee9ng c\u00f9ng l\u00fac nhi\u1ec1u t\u00ednh n\u0103ng qu\u1ea3n tr\u1ecb doanh nghi\u1ec7p.<\/td><\/tr><tr><td><strong>Lo\u1ea1i h\u00ecnh doanh nghi\u1ec7p ph\u00f9 h\u1ee3p<\/strong><\/td><td>Doanh nghi\u1ec7p thu\u1ed9c m\u1ecdi quy m\u00f4.<\/td><td>Doanh nghi\u1ec7p v\u1eeba v\u00e0 l\u1edbn.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/phan-mem-crm-vs-erp-1024x576.webp\" alt=\"Ph\u1ea7n m\u1ec1m ERP\" class=\"wp-image-11378\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/phan-mem-crm-vs-erp-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/phan-mem-crm-vs-erp-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/phan-mem-crm-vs-erp-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/phan-mem-crm-vs-erp-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/phan-mem-crm-vs-erp.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-t\u1ea1i-sao-doanh-nghi\u1ec7p-nen-s\u1eed-d\u1ee5ng-ph\u1ea7n-m\u1ec1m-crm\"><strong>2. T\u1ea1i sao doanh nghi\u1ec7p <strong>n\u00ean s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m CRM<\/strong>?<\/strong><\/h2>\n\n\n\n<p>Trong b\u1ed1i c\u1ea3nh th\u1ecb tr\u01b0\u1eddng kinh doanh ng\u00e0y c\u00e0ng c\u1ea1nh tranh gay g\u1eaft, vi\u1ec7c duy tr\u00ec s\u1ef1 t\u1eadp trung v\u00e0o kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean c\u1ef1c k\u1ef3 quan tr\u1ecdng. \u0110\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c \u0111i\u1ec1u n\u00e0y, doanh nghi\u1ec7p c\u1ea7n s\u1ef1 h\u1ed7 tr\u1ee3 c\u1ee7a ph\u1ea7n m\u1ec1m CRM, gi\u00fap bi\u1ebfn d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng th\u00e0nh th\u00f4ng tin kinh doanh h\u1eefu \u00edch v\u00e0 c\u00f3 th\u1ec3 t\u1ea1o ra chuy\u1ec3n \u0111\u1ed5i. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 l\u00fd do v\u00ec sao CRM tr\u1edf th\u00e0nh gi\u1ea3i ph\u00e1p kh\u00f4ng th\u1ec3 thi\u1ebfu \u0111\u1ed1i v\u1edbi m\u1ed7i doanh nghi\u1ec7p:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-1-crm-giup-l-\u01b0u-tr\u1eef-thong-tin-khach-hang-m\u1ed9t-cach-khoa-h\u1ecd-c\"><strong>2.1 CRM gi\u00fap l<strong>\u01b0u tr\u1eef th\u00f4ng tin kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch khoa h\u1ecd<\/strong>c<\/strong><\/h3>\n\n\n\n<p>Th\u00f4ng tin kh\u00e1ch h\u00e0ng l\u00e0 t\u00e0i s\u1ea3n qu\u00fd gi\u00e1 nh\u1ea5t c\u1ee7a m\u1ed7i doanh nghi\u1ec7p. V\u00e0 CRM cung c\u1ea5p cho doanh nghi\u1ec7p m\u1ed9t c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n v\u00e0 th\u1ed1ng nh\u1ea5t v\u1ec1 kh\u00e1ch h\u00e0ng th\u00f4ng qua m\u1ed9t <a href=\"https:\/\/base.vn\/blog\/dashboard-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">dashboard <\/a>tr\u1ef1c quan, d\u1ec5 s\u1eed d\u1ee5ng v\u00e0 c\u00f3 th\u1ec3 t\u00f9y ch\u1ec9nh. T\u1ea1i \u0111\u00e2y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 xem l\u1ecbch s\u1eed mua h\u00e0ng, tr\u1ea1ng th\u00e1i \u0111\u01a1n h\u00e0ng, c\u00e1c v\u1ea5n \u0111\u1ec1 <a href=\"https:\/\/base.vn\/blog\/dich-vu-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a> \u0111\u00e1ng quan t\u00e2m, v\u00e0 nhi\u1ec1u th\u00f4ng tin c\u1ea7n thi\u1ebft kh\u00e1c.&nbsp;<\/p>\n\n\n\n<p>\u0110i\u1ec1u n\u00e0y v\u00f4 c\u00f9ng quan tr\u1ecdng, nh\u1ea5t l\u00e0 khi 70% kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i m\u1ed7i \u0111\u1ea1i di\u1ec7n b\u00e1n h\u00e0ng m\u00e0 h\u1ecd li\u00ean h\u1ec7 \u0111\u1ec1u n\u1eafm r\u00f5 l\u1ecbch s\u1eed giao d\u1ecbch v\u00e0 v\u1ea5n \u0111\u1ec1 c\u1ee7a h\u1ecd. V\u00ec v\u1eady, b\u1eb1ng c\u00e1ch duy tr\u00ec m\u1ed9t ngu\u1ed3n th\u00f4ng tin duy nh\u1ea5t, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng \u0111\u1ed9i ng\u0169 b\u00e1n h\u00e0ng c\u00f3 th\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 nh\u1ea5t qu\u00e1n v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-2-crm-t\u1ed1i-\u01b0u-hoa-quy-trinh-v\u1eadn-hanh-kinh-doanh-va-h\u1ea1n-ch\u1ebf-th\u1ea5t-thoat-d\u1eef-li\u1ec7u\"><strong>2.2 CRM t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh v\u1eadn h\u00e0nh kinh doanh v\u00e0 h\u1ea1n ch\u1ebf th\u1ea5t tho\u00e1t d\u1eef li\u1ec7u<\/strong><\/h3>\n\n\n\n<p>CRM kh\u00f4ng ch\u1ec9 mang l\u1ea1i l\u1ee3i \u00edch cho kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n gi\u00fap doanh nghi\u1ec7p gi\u1ea3m b\u1edbt c\u00f4ng vi\u1ec7c h\u00e0nh ch\u00ednh, cho ph\u00e9p \u0111\u1ed9i ng\u0169 b\u00e1n h\u00e0ng t\u1eadp trung nhi\u1ec1u h\u01a1n v\u00e0o c\u00e1c ho\u1ea1t \u0111\u1ed9ng th\u00fac \u0111\u1ea9y doanh thu. C\u00e1c c\u00f4ng vi\u1ec7c nh\u01b0 t\u00ecm ki\u1ebfm, g\u1eedi email, ghi ch\u00fa tr\u1ea1ng th\u00e1i, h\u1eb9n l\u1ecbch g\u1eb7p&#8230; \u0111\u1ec1u c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c t\u1ef1 \u0111\u1ed9ng ho\u00e1 v\u00e0 c\u00e1 nh\u00e2n ho\u00e1 th\u00f4ng qua CRM.<\/p>\n\n\n\n<p>H\u01a1n n\u1eefa, h\u1ea7u h\u1ebft c\u00e1c ph\u1ea7n m\u1ec1m CRM \u0111\u1ec1u cho ph\u00e9p truy c\u1eadp \u0111\u1ec3 xem d\u1eef li\u1ec7u v\u00e0 thao t\u00e1c tr\u00ean h\u1ec7 th\u1ed1ng m\u1ecdi l\u00fac m\u1ecdi n\u01a1i, tr\u00ean c\u1ea3 m\u00e1y t\u00ednh v\u00e0 \u0111i\u1ec7n tho\u1ea1i; gi\u00fap qu\u00e1 tr\u00ecnh l\u00e0m vi\u1ec7c linh ho\u1ea1t h\u01a1n nhi\u1ec1u l\u1ea7n.<\/p>\n\n\n\n<p>B\u00ean c\u1ea1nh \u0111\u00f3, khi t\u1ea5t c\u1ea3 d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef t\u1ea1i m\u1ed9t h\u1ec7 th\u1ed1ng duy nh\u1ea5t, thay v\u00ec r\u1ea3i r\u00e1c trong ghi ch\u00fa vi\u1ebft tay, m\u00e1y t\u00ednh, ho\u1eb7c trong tr\u00ed nh\u1edb c\u1ee7a nh\u00e2n vi\u00ean, nguy c\u01a1 r\u00f2 r\u1ec9 d\u1eef li\u1ec7u v\u00e0 r\u1ee7i ro b\u1ecf l\u1ee1 ho\u1eb7c \u0111\u00e1nh m\u1ea5t kh\u00e1ch h\u00e0ng c\u0169ng s\u1ebd gi\u1ea3m \u0111\u00e1ng k\u1ec3.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-3-crm-giup-gia-tang-s\u1ef1-hai-long-c\u1ee7a-khach-hang-va-thuc-d\u1ea9y-doanh-s\u1ed1\"><strong>2.3 CRM gi\u00fap gia t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 th\u00fac \u0111\u1ea9y doanh s\u1ed1<\/strong><\/h3>\n\n\n\n<p>Th\u1ee9 nh\u1ea5t, ph\u1ea7n m\u1ec1m CRM c\u00f3 kh\u1ea3 n\u0103ng t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c ho\u1ea1t \u0111\u1ed9ng ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, ch\u1eb3ng h\u1ea1n nh\u01b0 t\u1ef1 \u0111\u1ed9ng tr\u1ea3 l\u1eddi t\u1ed5ng \u0111\u00e0i, g\u1eedi tin nh\u1eafn SMS v\u00e0 email theo k\u1ecbch b\u1ea3n c\u00f3 s\u1eb5n, v\u1edbi th\u00f4ng \u0111i\u1ec7p \u0111\u01b0\u1ee3c t\u00f9y ch\u1ec9nh cho t\u1eebng nh\u00f3m kh\u00e1ch h\u00e0ng c\u1ee5 th\u1ec3.<\/p>\n\n\n\n<p>Th\u1ee9 hai, m\u1ecdi th\u1eafc m\u1eafc v\u00e0 v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec1u \u0111\u01b0\u1ee3c h\u1ec7 th\u1ed1ng l\u01b0u l\u1ea1i \u0111\u1ea7y \u0111\u1ee7, gi\u00fap doanh nghi\u1ec7p n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. H\u01a1n n\u1eefa, \u0111i\u1ec1u n\u00e0y c\u00f2n l\u00e0 \u0111\u00f2n b\u1ea9y \u0111\u1ec3 doanh nghi\u1ec7p tri\u1ec3n khai c\u00e1c chi\u1ebfn l\u01b0\u1ee3c cross-selling v\u00e0 up-selling, t\u1ea1o ra ngu\u1ed3n <a href=\"https:\/\/base.vn\/blog\/doanh-thu-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">doanh thu<\/a> kh\u1ed5ng l\u1ed3. \u0110i\u1ec1u n\u00e0y \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng v\u00ec kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u00f3 xu h\u01b0\u1edbng chi tr\u1ea3 nhi\u1ec1u h\u01a1n \u0111\u1ebfn 33% so v\u1edbi kh\u00e1ch h\u00e0ng m\u1edbi.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-4-crm-k\u1ebft-n\u1ed1i-cac-phong-ban-trong-doanh-nghi\u1ec7p\"><strong>2.4 CRM k\u1ebft n\u1ed1i c\u00e1c ph\u00f2ng ban trong doanh nghi\u1ec7p<\/strong><\/h3>\n\n\n\n<p>D\u1eef li\u1ec7u mua h\u00e0ng th\u1ef1c t\u1ebf \u0111\u01b0\u1ee3c ph\u1ea7n m\u1ec1m CRM ghi nh\u1eadn v\u00e0 t\u1ed5ng h\u1ee3p gi\u00fap t\u1ea5t c\u1ea3 c\u00e1c ph\u00f2ng ban trong doanh nghi\u1ec7p c\u00f3 c\u00e1i nh\u00ecn kh\u00e1ch quan v\u00e0 minh b\u1ea1ch v\u1ec1 t\u00e2m l\u00fd, h\u00e0nh vi v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1edfi v\u1eady, CRM c\u00f3 th\u1ec3 \u0111\u00f3ng vai tr\u00f2 l\u00e0 c\u1ea7u n\u1ed1i gi\u1eefa c\u00e1c \u0111\u1ed9i nh\u00f3m v\u00e0 ph\u00f2ng ban trong doanh nghi\u1ec7p, t\u1eeb b\u00e1n h\u00e0ng, ti\u1ebfp th\u1ecb \u0111\u1ebfn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, gi\u00fap m\u1ecdi ng\u01b0\u1eddi l\u00e0m vi\u1ec7c hi\u1ec7u qu\u1ea3 h\u01a1n. <\/p>\n\n\n\n<p>N\u00f3 gi\u00fap ph\u00e1t hi\u1ec7n ra nh\u1eefng \u0111i\u1ec3m h\u1ea1n ch\u1ebf ho\u1eb7c l\u1ed7 h\u1ed5ng trong s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, \u0111\u1ec3 b\u1ed9 ph\u1eadn S\u1ea3n ph\u1ea9m c\u00f3 th\u1ec3 \u0111\u1ec1 ra ph\u01b0\u01a1ng \u00e1n kh\u1eafc ph\u1ee5c v\u00e0 c\u1ea3i ti\u1ebfn. B\u1ed9 ph\u1eadn Marketing th\u00ec c\u00f3 th\u1ec3 qu\u1ea3n l\u00fd c\u00e1c chi\u1ebfn d\u1ecbch v\u00e0 d\u1eabn d\u1eaft h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean d\u1eef li\u1ec7u (<a href=\"https:\/\/base.vn\/blog\/data-driven\/\" target=\"_blank\" rel=\"noreferrer noopener\">data-driven<\/a>), trong khi b\u1ed9 ph\u1eadn Sales v\u00e0 Ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 cung c\u1ea5p c\u00e1c \u01b0u \u0111\u00e3i v\u00e0 gi\u1ea3i ph\u00e1p c\u00e1 nh\u00e2n h\u00f3a d\u1ef1a tr\u00ean th\u00f4ng tin l\u1ecbch s\u1eed.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/tai-sao-doanh-nghiep-can-crm-1024x576.webp\" alt=\"T\u1ea1i sao doanh nghi\u1ec7p c\u1ea7n CRM\" class=\"wp-image-11381\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/tai-sao-doanh-nghiep-can-crm-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/tai-sao-doanh-nghiep-can-crm-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/tai-sao-doanh-nghiep-can-crm-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/tai-sao-doanh-nghiep-can-crm-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/tai-sao-doanh-nghiep-can-crm.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-5-crm-c\u1ea3i-thi\u1ec7n-nang-su\u1ea5t-va-tang-doanh-thu-v\u1edbi-cong-ngh\u1ec7-ai\"><strong>2.5 CRM c\u1ea3i thi\u1ec7n n\u0103ng su\u1ea5t v\u00e0 t\u0103ng doanh thu v\u1edbi c\u00f4ng ngh\u1ec7 AI<\/strong><\/h3>\n\n\n\n<p>Khi k\u1ebft h\u1ee3p CRM v\u1edbi tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI), doanh nghi\u1ec7p c\u00f3 th\u1ec3 nhanh ch\u00f3ng t\u1ed5ng h\u1ee3p v\u00e0 s\u1eed d\u1ee5ng th\u00f4ng tin kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00e1 nh\u00e2n h\u00f3a t\u1eebng t\u01b0\u01a1ng t\u00e1c. \u0110i\u1ec1u n\u00e0y gi\u00fap nh\u00e2n vi\u00ean l\u00e0m vi\u1ec7c nhanh nh\u1ea1y, hi\u1ec7u qu\u1ea3 h\u01a1n v\u00e0 cung c\u1ea5p nh\u1eefng d\u1ef1 b\u00e1o ch\u00ednh x\u00e1c h\u01a1n, t\u1eeb m\u1ee5c ti\u00eau b\u00e1n h\u00e0ng \u0111\u1ebfn doanh s\u1ed1 th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed.<\/p>\n\n\n\n<p>AI t\u1ea1o sinh (Generative AI) c\u00f2n c\u00f3 kh\u1ea3 n\u0103ng t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c nhi\u1ec7m v\u1ee5 trong h\u1ec7 th\u1ed1ng CRM nh\u01b0 so\u1ea1n th\u1ea3o email b\u00e1n h\u00e0ng, th\u00f4ng \u0111i\u1ec7p ti\u1ebfp th\u1ecb, ho\u1eb7c m\u00f4 t\u1ea3 s\u1ea3n ph\u1ea9m, gi\u00fap ti\u1ebft ki\u1ec7m th\u1eddi gian v\u00e0 n\u00e2ng cao hi\u1ec7u su\u1ea5t c\u00f4ng vi\u1ec7c to\u00e0n di\u1ec7n.<\/p>\n\n\n\n<p><strong>T\u00f3m l\u1ea1i, CRM kh\u00f4ng ch\u1ec9 l\u00e0 c\u00f4ng c\u1ee5 qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n l\u00e0 gi\u1ea3i ph\u00e1p to\u00e0n di\u1ec7n gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u h\u00f3a m\u1ecdi quy tr\u00ecnh, t\u1eeb vi\u1ec7c t\u1ed5 ch\u1ee9c d\u1eef li\u1ec7u, ti\u1ebft ki\u1ec7m chi ph\u00ed, \u0111\u1ebfn k\u1ebft n\u1ed1i c\u00e1c ph\u00f2ng ban v\u00e0 n\u00e2ng cao n\u0103ng su\u1ea5t nh\u1edd AI.<\/strong><\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong>\u0110\u1ecdc th\u00eam:<\/strong> <a href=\"https:\/\/base.vn\/blog\/so-hoa-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">S\u1ed1 h\u00f3a l\u00e0 g\u00ec? Ch\u1ec9 d\u1eabn x\u00e2y d\u1ef1ng \u201cv\u0103n ph\u00f2ng \u0111i\u1ec7n t\u1eed\u201d cho doanh nghi\u1ec7p<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-crm-giup-doanh-nghi\u1ec7p-t\u1ef1-d\u1ed9ng-hoa-ho\u1ea1t-d\u1ed9ng-kinh-doanh-nh\u01b0-th\u1ebf-nao-vi-d\u1ee5-minh-h\u1ecda\"><strong>3. CRM gi\u00fap doanh nghi\u1ec7p t\u1ef1 \u0111\u1ed9ng h\u00f3a ho\u1ea1t \u0111\u1ed9ng kinh doanh nh\u01b0 th\u1ebf n\u00e0o? V\u00ed d\u1ee5 minh h\u1ecda<\/strong><\/h2>\n\n\n\n<p>N\u1ec1n t\u1ea3ng CRM \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p t\u00ednh n\u0103ng t\u1ef1 \u0111\u1ed9ng h\u00f3a gi\u00fap khu\u1ebfch \u0111\u1ea1i hi\u1ec7u su\u1ea5t b\u00e1n h\u00e0ng v\u00e0 ti\u1ebfp th\u1ecb m\u00e0 kh\u00f4ng c\u1ea7n doanh nghi\u1ec7p ph\u1ea3i x\u00e2y d\u1ef1ng c\u00e1c \u0111\u1ed9i ng\u0169 quy m\u00f4 l\u1edbn ho\u1eb7c l\u00e3ng ph\u00ed ng\u00e2n s\u00e1ch qu\u1ea3ng c\u00e1o.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-1-d\u1ed1i-v\u1edbi-ho\u1ea1t-d\u1ed9ng-ban-hang\"><strong>3.1 \u0110\u1ed1i v\u1edbi ho\u1ea1t \u0111\u1ed9ng b\u00e1n h\u00e0ng<\/strong><\/h3>\n\n\n\n<p><strong>Hi\u1ec3n th\u1ecb th\u00f4ng tin kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch chi ti\u1ebft v\u00e0 c\u1ee5 th\u1ec3<\/strong><\/p>\n\n\n\n<p><strong>Th\u1ee9 nh\u1ea5t,<\/strong> CRM gi\u00fap \u0111\u1ed9i ng\u0169 b\u00e1n h\u00e0ng c\u00f3 c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n v\u1ec1 l\u1ecbch s\u1eed ho\u1ea1t \u0111\u1ed9ng c\u1ee7a kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, t\u1eeb \u0111\u00f3 c\u00e1 nh\u00e2n h\u00f3a t\u1eebng t\u01b0\u01a1ng t\u00e1c v\u00e0 khuy\u1ebfn kh\u00edch c\u00e1c b\u01b0\u1edbc ti\u1ebfp theo ph\u00f9 h\u1ee3p. V\u00ed d\u1ee5, \u0111\u1ea1i di\u1ec7n b\u00e1n h\u00e0ng c\u00f3 th\u1ec3 th\u1ea5y r\u1eb1ng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng \u0111\u00e3 xem video gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 v\u00e0 \u0111\u1ecdc case studies. D\u1ef1a tr\u00ean th\u00f4ng tin n\u00e0y, \u0111\u1ea1i di\u1ec7n b\u00e1n h\u00e0ng c\u00f3 th\u1ec3 m\u1eddi kh\u00e1ch h\u00e0ng tham gia h\u1ed9i th\u1ea3o ho\u1eb7c \u0111\u1eb7t l\u1ecbch h\u1eb9n t\u01b0 v\u1ea5n chi ti\u1ebft h\u01a1n.<\/p>\n\n\n\n<p><strong>Th\u1ee9 hai,<\/strong> Khi CRM k\u1ebft h\u1ee3p v\u1edbi h\u1ec7 th\u1ed1ng \u0111i\u1ec7n tho\u1ea1i VoIP, th\u00f4ng tin kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng s\u1ebd xu\u1ea5t hi\u1ec7n ngay l\u1eadp t\u1ee9c tr\u00ean m\u00e0n h\u00ecnh m\u00e1y t\u00ednh c\u1ee7a \u0111\u1ea1i di\u1ec7n b\u00e1n h\u00e0ng khi c\u00f3 cu\u1ed9c g\u1ecdi \u0111\u1ebfn. \u0110i\u1ec1u n\u00e0y gi\u00fap Qu\u1ea3n l\u00fd b\u00e1n h\u00e0ng n\u00e2ng cao hi\u1ec7u qu\u1ea3 theo d\u00f5i v\u00e0 gi\u00e1m s\u00e1t quy tr\u00ecnh b\u00e1n h\u00e0ng, t\u1eeb vi\u1ec7c qu\u1ea3n l\u00fd ho\u1ea1t \u0111\u1ed9ng c\u1ee7a t\u1eebng \u0111\u1ea1i di\u1ec7n \u0111\u1ebfn to\u00e0n b\u1ed9 quy tr\u00ecnh b\u00e1n h\u00e0ng.<\/p>\n\n\n\n<p><strong>Th\u1ee9 ba,<\/strong> CRM t\u1ef1 \u0111\u1ed9ng ch\u1ea5m \u0111i\u1ec3m kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 quan t\u00e2m c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. Nh\u1eefng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng c\u00f3 \u0111i\u1ec3m s\u1ed1 cao nh\u1ea5t s\u1ebd tr\u1edf th\u00e0nh \u01b0u ti\u00ean ti\u1ebfp c\u1eadn h\u00e0ng \u0111\u1ea7u c\u1ee7a \u0111\u1ed9i ng\u0169 b\u00e1n h\u00e0ng.<\/p>\n\n\n\n<p><strong>Th\u1ee9 t\u01b0,<\/strong> CRM c\u0169ng c\u00f3 th\u1ec3 \u01b0u ti\u00ean vi\u1ec7c ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i. C\u00e1c h\u1ee3p \u0111\u1ed3ng s\u1eafp \u0111\u1ebfn ng\u00e0y gia h\u1ea1n v\u00e0 nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng quan t\u00e2m \u0111\u1ebfn s\u1ea3n ph\u1ea9m m\u1edbi \u0111\u01b0\u1ee3c \u0111\u00e1nh d\u1ea5u \u0111\u1ec3 \u0111\u1ed9i ng\u0169 b\u00e1n h\u00e0ng theo d\u00f5i (follow up).<\/p>\n\n\n\n<p><strong>Theo d\u00f5i (follow up) h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n<\/strong><\/p>\n\n\n\n<p>Theo d\u00f5i kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 th\u01b0\u1eddng \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c t\u0103ng tr\u01b0\u1edfng doanh s\u1ed1. B\u1eb1ng c\u00e1ch t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh theo d\u00f5i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i, \u0111\u1ed9i ng\u0169 b\u00e1n h\u00e0ng kh\u00f4ng c\u1ea7n b\u1eadn t\u00e2m \u0111\u1ebfn nh\u1eefng t\u1edd ghi ch\u00fa d\u00e1n tr\u00ean b\u00e0n hay qu\u1ea3n l\u00fd t\u1eebng email ri\u00eang l\u1ebb. H\u1ec7 th\u1ed1ng CRM t\u1ef1 \u0111\u1ed9ng t\u1ea1o ra m\u1ed9t h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng nh\u1ea5t qu\u00e1n v\u00e0 k\u1ecbp th\u1eddi, gi\u00fap chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng th\u00e0nh kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"684\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/crm-giup-doanh-nghiep-tu-dong-hoa-nhu-the-nao-1024x684.webp\" alt=\"CRM gi\u00fap doanh nghi\u1ec7p t\u1ef1 \u0111\u1ed9ng ho\u00e1 nh\u01b0 th\u1ebf n\u00e0o\" class=\"wp-image-11383\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/crm-giup-doanh-nghiep-tu-dong-hoa-nhu-the-nao-1024x684.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/crm-giup-doanh-nghiep-tu-dong-hoa-nhu-the-nao-300x200.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/crm-giup-doanh-nghiep-tu-dong-hoa-nhu-the-nao-768x513.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/crm-giup-doanh-nghiep-tu-dong-hoa-nhu-the-nao-1536x1026.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/crm-giup-doanh-nghiep-tu-dong-hoa-nhu-the-nao.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-2-d\u1ed1i-v\u1edbi-ho\u1ea1t-d\u1ed9ng-ti\u1ebfp-th\u1ecb-nbsp\"><strong>3.2 \u0110\u1ed1i v\u1edbi ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp th\u1ecb&nbsp;<\/strong><\/h3>\n\n\n\n<p><strong>Hi\u1ec3u r\u00f5 v\u1ec1 kh\u00e1ch h\u00e0ng h\u01a1n<\/strong><\/p>\n\n\n\n<p>V\u1edbi d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c h\u1ee3p nh\u1ea5t trong CRM, \u0111\u1ed9i ng\u0169 ti\u1ebfp th\u1ecb c\u00f3 th\u1ec3 ph\u00e2n t\u00edch c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u00e0 r\u00fat ra nh\u1eefng nh\u1eadn \u0111\u1ecbnh quan tr\u1ecdng gi\u00fap gia t\u0103ng l\u1ee3i nhu\u1eadn. V\u00ed d\u1ee5, \u0111\u1ed9i ng\u0169 ti\u1ebfp th\u1ecb c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111\u1eb7c \u0111i\u1ec3m chung c\u1ee7a kh\u00e1ch h\u00e0ng l\u00fd t\u01b0\u1edfng c\u00f3 gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi cao nh\u1ea5t, ch\u1eb3ng h\u1ea1n nh\u01b0 c\u00e1c n\u1ed9i dung qu\u1ea3ng c\u00e1o ho\u1eb7c email m\u00e0 h\u1ecd \u0111\u00e3 t\u01b0\u01a1ng t\u00e1c, t\u1eeb \u0111\u00f3 t\u1ed1i \u01b0u h\u00f3a ng\u00e2n s\u00e1ch chi\u1ebfn d\u1ecbch qu\u1ea3ng c\u00e1o v\u00e0 tr\u00e1nh l\u00e3ng ph\u00ed v\u00e0o nh\u1eefng kh\u00e1ch h\u00e0ng \u00edt c\u00f3 kh\u1ea3 n\u0103ng quan t\u00e2m.<\/p>\n\n\n\n<p>D\u1eef li\u1ec7u c\u00f2n gi\u00fap gia t\u0103ng doanh thu b\u1eb1ng c\u00e1ch ch\u1ec9 ra c\u00e1c s\u1ea3n ph\u1ea9m th\u01b0\u1eddng \u0111\u01b0\u1ee3c mua c\u00f9ng nhau, cho ph\u00e9p doanh nghi\u1ec7p t\u1ea1o ra c\u00e1c g\u00f3i s\u1ea3n ph\u1ea9m h\u1ea5p d\u1eabn. \u0110\u1ed3ng th\u1eddi, doanh nghi\u1ec7p c\u00f3 th\u1ec3 d\u1ef1 \u0111o\u00e1n th\u1eddi \u0111i\u1ec3m kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng mua l\u1ea1i s\u1ea3n ph\u1ea9m v\u00e0 l\u1eadp k\u1ebf ho\u1ea1ch g\u1eedi c\u00e1c tin nh\u1eafn v\u00e0 \u01b0u \u0111\u00e3i ph\u00f9 h\u1ee3p.<\/p>\n\n\n\n<p><strong>Ph\u00e2n kh\u00fac v\u00e0 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong><\/p>\n\n\n\n<p>CRM gi\u00fap doanh nghi\u1ec7p g\u1eedi \u0111\u00fang th\u00f4ng \u0111i\u1ec7p \u0111\u1ebfn \u0111\u00fang ng\u01b0\u1eddi v\u00e0o \u0111\u00fang th\u1eddi \u0111i\u1ec3m. Khi k\u1ebft h\u1ee3p v\u1edbi c\u00e1c c\u00f4ng c\u1ee5 t\u1ef1 \u0111\u1ed9ng h\u00f3a ti\u1ebfp th\u1ecb kh\u00e1c, doanh nghi\u1ec7p c\u00f3 th\u1ec3 g\u1eedi email v\u00e0 tin nh\u1eafn d\u1ef1a tr\u00ean h\u00e0nh \u0111\u1ed9ng g\u1ea7n \u0111\u00e2y c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>V\u00ed d\u1ee5, n\u1ebfu m\u1ed9t kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng l\u00e2u ng\u00e0y kh\u00f4ng t\u01b0\u01a1ng t\u00e1c v\u1eeba nh\u1ea5p v\u00e0o li\u00ean k\u1ebft v\u1ec1 ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i trong email, doanh nghi\u1ec7p c\u00f3 th\u1ec3 g\u1eafn th\u1ebb h\u1ecd l\u00e0 \u201cre-engaged\u201d (t\u00e1i t\u01b0\u01a1ng t\u00e1c) v\u00e0 g\u1eedi email ti\u1ebfp theo v\u1edbi m\u1ed9t n\u1ed9i dung h\u1ea5p d\u1eabn h\u01a1n, \u0111\u1ed3ng th\u1eddi t\u1ea1o nhi\u1ec7m v\u1ee5 theo d\u00f5i cho \u0111\u1ea1i di\u1ec7n b\u00e1n h\u00e0ng.<\/p>\n\n\n\n<p>C\u00e1 nh\u00e2n h\u00f3a mang l\u1ea1i l\u1ee3i th\u1ebf l\u1edbn trong vi\u1ec7c gia t\u0103ng c\u01a1 h\u1ed9i ch\u1ed1t h\u1ee3p \u0111\u1ed3ng. Theo <a href=\"https:\/\/www.mckinsey.com\/capabilities\/growth-marketing-and-sales\/our-insights\/the-value-of-getting-personalization-right-or-wrong-is-multiplying\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">nghi\u00ean c\u1ee9u c\u1ee7a McKinsey<\/a>: 76% ng\u01b0\u1eddi ti\u00eau d\u00f9ng cho bi\u1ebft c\u00e1 nh\u00e2n h\u00f3a khi\u1ebfn h\u1ecd xem x\u00e9t vi\u1ec7c mua h\u00e0ng c\u1ee7a m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u, v\u00e0 78% cho bi\u1ebft n\u1ed9i dung c\u00e1 nh\u00e2n h\u00f3a l\u00e0m t\u0103ng kh\u1ea3 n\u0103ng mua l\u1ea1i.<\/p>\n\n\n\n<p>D\u1eef li\u1ec7u trong CRM gi\u00fap x\u00e2y d\u1ef1ng m\u1ed1i <a href=\"https:\/\/base.vn\/blog\/quan-he-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">quan h\u1ec7 kh\u00e1ch h\u00e0ng<\/a> s\u00e2u s\u1eafc h\u01a1n th\u00f4ng qua giao ti\u1ebfp c\u00e1 nh\u00e2n h\u00f3a, ch\u1eb3ng h\u1ea1n nh\u01b0 c\u00e1 nh\u00e2n h\u00f3a th\u00f4ng \u0111i\u1ec7p v\u00e0 t\u1ef1 \u0111\u1ed9ng g\u1eedi email c\u00f9ng l\u00fac cho nhi\u1ec1u kh\u00e1ch h\u00e0ng, ho\u1eb7c g\u1eedi email t\u1ef1 \u0111\u1ed9ng khi kh\u00e1ch h\u00e0ng th\u1ef1c hi\u1ec7n h\u00e0nh \u0111\u1ed9ng c\u1ee5 th\u1ec3 nh\u01b0 \u0111\u0103ng k\u00fd t\u01b0 v\u1ea5n ho\u1eb7c theo d\u00f5i b\u1ea3n tin.<\/p>\n\n\n\n<p><strong>Th\u1eed nghi\u1ec7m \u0111\u1ec3 c\u1ea3i ti\u1ebfn<\/strong><\/p>\n\n\n\n<p>Th\u1eed nghi\u1ec7m (testing) l\u00e0 ch\u00eca kh\u00f3a \u0111\u1ec3 n\u00e2ng cao hi\u1ec7u qu\u1ea3 ti\u1ebfp th\u1ecb. CRM t\u1ef1 \u0111\u1ed9ng h\u00f3a cho ph\u00e9p \u0111\u1ed9i ng\u0169 ti\u1ebfp th\u1ecb th\u1eed nghi\u1ec7m nhi\u1ec1u y\u1ebfu t\u1ed1 kh\u00e1c nhau: c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i, tin nh\u1eafn v\u0103n b\u1ea3n, n\u1ed9i dung v\u00e0 h\u00ecnh th\u1ee9c qu\u1ea3ng c\u00e1o, v\u00e0 t\u1ea7n su\u1ea5t g\u1ecdi \u0111i\u1ec7n. D\u1eef li\u1ec7u t\u1eeb c\u00e1c th\u1eed nghi\u1ec7m gi\u00fap x\u00e1c \u0111\u1ecbnh l\u1ef1a ch\u1ecdn n\u00e0o l\u00e0 hi\u1ec7u qu\u1ea3 nh\u1ea5t \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a l\u1ee3i nhu\u1eadn, thay v\u00ec ch\u1ec9 d\u1ef1a v\u00e0o c\u1ea3m gi\u00e1c ho\u1eb7c kinh nghi\u1ec7m ch\u1ee7 quan.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-phan-lo\u1ea1i-h\u1ec7-th\u1ed1ng-crm\"><strong>4. Ph\u00e2n lo\u1ea1i h\u1ec7 th\u1ed1ng CRM<\/strong><strong> <\/strong><strong><\/strong><\/h2>\n\n\n\n<p>Ph\u00e2n lo\u1ea1i h\u1ec7 th\u1ed1ng CRM th\u01b0\u1eddng d\u1ef1a tr\u00ean hai ti\u00eau ch\u00ed ch\u00ednh: n\u1ec1n t\u1ea3ng c\u00f4ng ngh\u1ec7 v\u00e0 lo\u1ea1i h\u00ecnh doanh nghi\u1ec7p.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-1-d\u1ef1a-tren-n\u1ec1n-t\u1ea3ng-cong-ngh\u1ec7\"><strong>4.1 D\u1ef1a tr\u00ean n\u1ec1n t\u1ea3ng c\u00f4ng ngh\u1ec7<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>CRM t\u1ea1i ch\u1ed7 (On-premises CRM):<\/strong> Ph\u1ea7n m\u1ec1m CRM \u0111\u01b0\u1ee3c c\u00e0i \u0111\u1eb7t v\u00e0 v\u1eadn h\u00e0nh tr\u00ean m\u00e1y ch\u1ee7 c\u1ee7a doanh nghi\u1ec7p. Doanh nghi\u1ec7p c\u00f3 to\u00e0n quy\u1ec1n ki\u1ec3m so\u00e1t d\u1eef li\u1ec7u v\u00e0 h\u1ec7 th\u1ed1ng, \u0111\u1ea3m b\u1ea3o t\u00ednh \u1ed5n \u0111\u1ecbnh v\u00e0 b\u1ea3o m\u1eadt cao.<\/li>\n\n\n\n<li><strong>CRM \u0111i\u1ec7n to\u00e1n \u0111\u00e1m m\u00e2y (Cloud CRM):<\/strong> Ph\u1ea7n m\u1ec1m CRM \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef v\u00e0 truy c\u1eadp qua internet, v\u1edbi d\u1eef li\u1ec7u t\u1eadp trung t\u1ea1i c\u00e1c trung t\u00e2m d\u1eef li\u1ec7u c\u1ee7a nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5. Cloud CRM n\u1ed5i b\u1eadt v\u1edbi kh\u1ea3 n\u0103ng tri\u1ec3n khai nhanh ch\u00f3ng v\u00e0 d\u1ec5 d\u00e0ng, l\u00fd t\u01b0\u1edfng cho c\u00e1c doanh nghi\u1ec7p h\u1ea1n ch\u1ebf v\u1ec1 ngu\u1ed3n l\u1ef1c c\u00f4ng ngh\u1ec7. Doanh nghi\u1ec7p thanh to\u00e1n ph\u00ed d\u1ecbch v\u1ee5 theo th\u00e1ng ho\u1eb7c n\u0103m.<\/li>\n\n\n\n<li><strong>CRM m\u00e3 ngu\u1ed3n m\u1edf (Open-source CRM):<\/strong> N\u1ec1n t\u1ea3ng CRM cung c\u1ea5p m\u00e3 ngu\u1ed3n m\u1edf, cho ph\u00e9p doanh nghi\u1ec7p t\u00f9y ch\u1ec9nh v\u00e0 thay \u0111\u1ed5i t\u00ednh n\u0103ng mi\u1ec5n ph\u00ed. M\u1eb7c d\u00f9 th\u01b0\u1eddng cung c\u1ea5p \u0111\u1ea7y \u0111\u1ee7 c\u00e1c t\u00ednh n\u0103ng c\u1ea7n thi\u1ebft, nh\u01b0ng h\u1ec7 th\u1ed1ng CRM n\u00e0y \u0111\u00f2i h\u1ecfi doanh nghi\u1ec7p ph\u1ea3i c\u00f3 nh\u00e2n s\u1ef1 c\u00f4ng ngh\u1ec7 c\u00f3 kh\u1ea3 n\u0103ng c\u00e0i \u0111\u1eb7t v\u00e0 thi\u1ebft l\u1eadp ph\u1ea7n m\u1ec1m.<\/li>\n\n\n\n<li><strong>Social CRM:<\/strong> T\u00edch h\u1ee3p c\u00e1c n\u1ec1n t\u1ea3ng m\u1ea1ng x\u00e3 h\u1ed9i v\u1edbi h\u1ec7 th\u1ed1ng CRM, Social CRM kh\u00f4ng ch\u1ec9 theo d\u00f5i quan h\u1ec7 b\u00e1n h\u00e0ng m\u00e0 c\u00f2n gi\u00e1m s\u00e1t t\u01b0\u01a1ng t\u00e1c v\u00e0 ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng qua c\u00e1c k\u00eanh m\u1ea1ng x\u00e3 h\u1ed9i nh\u01b0 Zalo, Facebook, ho\u1eb7c Instagram.<\/li>\n\n\n\n<li><strong>Mobile CRM:<\/strong> C\u00e1c \u1ee9ng d\u1ee5ng CRM d\u00e0nh cho \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh v\u00e0 m\u00e1y t\u00ednh b\u1ea3ng cho ph\u00e9p \u0111\u1ea1i di\u1ec7n b\u00e1n h\u00e0ng v\u00e0 \u0111\u1ed9i ng\u0169 ti\u1ebfp th\u1ecb qu\u1ea3n l\u00fd c\u01a1 h\u1ed9i b\u00e1n h\u00e0ng, theo d\u00f5i c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u00e0 th\u1ef1c hi\u1ec7n nhi\u1ec7m v\u1ee5 m\u1ecdi l\u00fac, m\u1ecdi n\u01a1i, ngay c\u1ea3 khi \u0111ang di chuy\u1ec3n.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-2-d\u1ef1a-tren-lo\u1ea1i-hinh-doanh-nghi\u1ec7p\"><strong>4.2 D\u1ef1a tr\u00ean lo\u1ea1i h\u00ecnh doanh nghi\u1ec7p<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>B2B CRM:<\/strong> D\u00e0nh cho c\u00e1c doanh nghi\u1ec7p ho\u1ea1t \u0111\u1ed9ng theo <a href=\"https:\/\/base.vn\/blog\/b2b-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">m\u00f4 h\u00ecnh B2B<\/a>, cung c\u1ea5p v\u00e0 b\u00e1n s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 cho c\u00e1c doanh nghi\u1ec7p, t\u1ed5 ch\u1ee9c kh\u00e1c.<\/li>\n\n\n\n<li><strong>B2C CRM:<\/strong> D\u00e0nh cho c\u00e1c doanh nghi\u1ec7p c\u00f3 kh\u00e1ch h\u00e0ng l\u00e0 c\u00e1 nh\u00e2n, t\u1ee9c l\u00e0 ng\u01b0\u1eddi d\u00f9ng cu\u1ed1i (end user).<\/li>\n<\/ul>\n\n\n\n<p>M\u1ed7i lo\u1ea1i ph\u1ea7n m\u1ec1m CRM c\u00f3 nh\u1eefng \u01b0u v\u00e0 nh\u01b0\u1ee3c \u0111i\u1ec3m ri\u00eang v\u1ec1 b\u1ea3o m\u1eadt, t\u00ednh n\u0103ng, v\u00e0 kh\u1ea3 n\u0103ng t\u00edch h\u1ee3p v\u1edbi h\u1ec7 th\u1ed1ng qu\u1ea3n tr\u1ecb c\u1ee7a doanh nghi\u1ec7p. Doanh nghi\u1ec7p n\u00ean c\u0103n c\u1ee9 v\u00e0o quy m\u00f4, l\u0129nh v\u1ef1c kinh doanh v\u00e0 nhu c\u1ea7u s\u1eed d\u1ee5ng c\u1ee5 th\u1ec3 \u0111\u1ec3 ch\u1ecdn l\u1ef1a gi\u1ea3i ph\u00e1p CRM ph\u00f9 h\u1ee3p nh\u1ea5t.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"684\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/phan-loai-CRM-1024x684.webp\" alt=\"Ph\u00e2n lo\u1ea1i CRM\" class=\"wp-image-11385\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/phan-loai-CRM-1024x684.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/phan-loai-CRM-300x200.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/phan-loai-CRM-768x513.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/phan-loai-CRM-1536x1026.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/09\/phan-loai-CRM.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-thach-th\u1ee9c-th\u01b0\u1eddng-g\u1eb7p-khi-doanh-nghi\u1ec7p-tri\u1ec3n-khai-crm\"><strong>5. Th\u00e1ch th\u1ee9c th\u01b0\u1eddng g\u1eb7p khi doanh nghi\u1ec7p tri\u1ec3n khai CRM<\/strong><\/h2>\n\n\n\n<p>M\u1eb7c d\u00f9 h\u1ec7 th\u1ed1ng CRM hi\u1ec7n \u0111\u1ea1i \u0111\u00e3 c\u00f3 nhi\u1ec1u ti\u1ebfn b\u1ed9, nh\u01b0ng n\u1ebfu kh\u00f4ng \u0111\u01b0\u1ee3c qu\u1ea3n l\u00fd \u0111\u00fang c\u00e1ch, n\u00f3 c\u00f3 th\u1ec3 ch\u1ec9 l\u00e0 m\u1ed9t kho l\u01b0u tr\u1eef th\u00f4ng tin kh\u00e1ch h\u00e0ng m\u00e0 kh\u00f4ng mang l\u1ea1i gi\u00e1 tr\u1ecb th\u1ef1c s\u1ef1 cho doanh nghi\u1ec7p.<\/p>\n\n\n\n<p>M\u1ed9t th\u00e1ch th\u1ee9c l\u1edbn m\u00e0 doanh nghi\u1ec7p c\u1ea7n l\u01b0u \u00fd khi tri\u1ec3n khai CRM l\u00e0 \u0111\u1ea3m b\u1ea3o d\u1eef li\u1ec7u lu\u00f4n \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt, ph\u00e2n b\u1ed5 v\u00e0 s\u1eafp x\u1ebfp h\u1ee3p l\u00fd \u0111\u1ec3 nh\u00e2n vi\u00ean c\u00f3 th\u1ec3 truy c\u1eadp th\u00f4ng tin ch\u00ednh x\u00e1c khi c\u1ea7n thi\u1ebft.<\/p>\n\n\n\n<p>N\u1ebfu c\u00e1c t\u1eadp d\u1eef li\u1ec7u kh\u00f4ng \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u00e0o m\u1ed9t b\u1ea3ng \u0111i\u1ec1u khi\u1ec3n ho\u1eb7c giao di\u1ec7n duy nh\u1ea5t, nh\u00e2n vi\u00ean s\u1ebd g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c theo d\u00f5i to\u00e0n di\u1ec7n h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. V\u1ea5n \u0111\u1ec1 c\u00e0ng nghi\u00eam tr\u1ecdng h\u01a1n khi d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng b\u1ecb tr\u00f9ng l\u1eb7p ho\u1eb7c l\u1ed7i th\u1eddi, d\u1eabn \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u00e9m, ch\u1eb3ng h\u1ea1n nh\u01b0 kh\u00e1ch h\u00e0ng ph\u1ea3i ch\u1edd \u0111\u1ee3i l\u00e2u \u0111\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n qua \u0111i\u1ec7n tho\u1ea1i ho\u1eb7c v\u1ea5n \u0111\u1ec1 m\u00e0 h\u1ecd g\u1eb7p ph\u1ea3i kh\u00f4ng \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft th\u1ecfa \u0111\u00e1ng.<\/p>\n\n\n\n<p>Do \u0111\u00f3, \u0111\u1ec3 h\u1ec7 th\u1ed1ng CRM ph\u00e1t huy cao nh\u1ea5t vai tr\u00f2 c\u1ee7a n\u00f3, doanh nghi\u1ec7p c\u1ea7n th\u01b0\u1eddng xuy\u00ean d\u1ecdn d\u1eb9p d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3, lo\u1ea1i b\u1ecf c\u00e1c b\u1ea3n ghi tr\u00f9ng l\u1eb7p v\u00e0 kh\u00f4ng \u0111\u1ea7y \u0111\u1ee7 tr\u01b0\u1edbc khi b\u1ed5 sung d\u1eef li\u1ec7u m\u1edbi t\u1eeb c\u00e1c ngu\u1ed3n th\u00f4ng tin kh\u00e1c.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-6-k\u1ebft-lu\u1eadn\"><strong>6. K\u1ebft lu\u1eadn<\/strong><strong><\/strong><\/h2>\n\n\n\n<p>Tr\u00ean \u0111\u00e2y l\u00e0 to\u00e0n b\u1ed9 th\u00f4ng tin v\u1ec1 CRM l\u00e0 g\u00ec, vai tr\u00f2 v\u00e0 l\u1ee3i \u00edch c\u1ee7a CRM \u0111\u1ed1i v\u1edbi ho\u1ea1t \u0111\u1ed9ng kinh doanh c\u1ee7a doanh nghi\u1ec7p. V\u1edbi s\u1ef1 ph\u00e1t tri\u1ec3n kh\u00f4ng ng\u1eebng c\u1ee7a c\u00f4ng ngh\u1ec7, \u0111\u1eb7c bi\u1ec7t l\u00e0 tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI), h\u1ec7 th\u1ed1ng CRM kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 n\u01a1i l\u01b0u tr\u1eef th\u00f4ng tin kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n l\u00e0 ch\u00eca kh\u00f3a gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng. Nh\u1edd \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 chinh ph\u1ee5c tr\u00e1i tim kh\u00e1ch h\u00e0ng v\u00e0 th\u00fac \u0111\u1ea9y doanh s\u1ed1 hi\u1ec7u qu\u1ea3 h\u01a1n.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>B\u00e1o c\u00e1o to\u00e0n c\u1ea7u c\u1ee7a Salesforce v\u1ec1 ch\u1ec9 s\u1ed1 th\u00e0nh c\u00f4ng c\u1ee7a kh\u00e1ch h\u00e0ng trong n\u0103m t\u00e0i ch\u00ednh 2024 (FY2024 Salesforce Customer Success Metrics Global Highlights), d\u1ef1a tr\u00ean d\u1eef li\u1ec7u t\u1eeb 2.165 kh\u00e1ch h\u00e0ng t\u1ea1i 10 qu\u1ed1c gia, cho th\u1ea5y r\u1eb1ng CRM c\u00f3 th\u1ec3 gi\u00fap doanh nghi\u1ec7p t\u0103ng tr\u01b0\u1edfng v\u01b0\u1ee3t b\u1eadc v\u1ec1 m\u1ecdi ch\u1ec9 s\u1ed1: [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":11373,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[14,21],"tags":[],"ppma_author":[55],"class_list":["post-11354","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chuyen-doi-so","category-kien-thuc-kinh-doanh"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.4 (Yoast SEO v24.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>CRM l\u00e0 g\u00ec? Hi\u1ec3u t\u1eeb A-Z v\u1ec1 h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng<\/title>\n<meta name=\"description\" content=\"CRM l\u00e0 g\u00ec? - Ch\u00eca kh\u00f3a th\u00e0nh c\u00f4ng c\u1ee7a doanh nghi\u1ec7p. T\u00ecm hi\u1ec3u c\u00e1ch qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3, n\u00e2ng t\u1ea7m doanh nghi\u1ec7p.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/base.vn\/blog\/crm-la-gi\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CRM l\u00e0 g\u00ec? Hi\u1ec3u t\u1eeb A-Z v\u1ec1 h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng\" \/>\n<meta property=\"og:description\" content=\"CRM l\u00e0 g\u00ec? - Ch\u00eca kh\u00f3a th\u00e0nh c\u00f4ng c\u1ee7a doanh nghi\u1ec7p. 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