{"id":13365,"date":"2024-11-05T10:14:14","date_gmt":"2024-11-05T03:14:14","guid":{"rendered":"https:\/\/base.vn\/blog\/?p=13365"},"modified":"2024-12-19T09:29:37","modified_gmt":"2024-12-19T02:29:37","slug":"customer-centric","status":"publish","type":"post","link":"https:\/\/base.vn\/blog\/customer-centric\/","title":{"rendered":"Customer Centric l\u00e0 g\u00ec? T\u01b0 duy l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m"},"content":{"rendered":"\n

Apple, Amazon hay Netflix\u2026 l\u00e0 nh\u1eefng c\u00e1i t\u00ean \u0111\u00e3 qu\u00e1 quen thu\u1ed9c v\u1edbi ch\u00fang ta hi\u1ec7n nay. V\u1eady b\u1ea1n c\u00f3 bao gi\u1edd t\u1ef1 h\u1ecfi v\u00ec sao c\u00e1c s\u1ea3n ph\u1ea9m c\u1ee7a Apple l\u1ea1i \u0111\u01b0\u1ee3c h\u00e0ng tri\u1ec7u ng\u01b0\u1eddi tr\u00ean th\u1ebf gi\u1edbi y\u00eau th\u00edch? Hay v\u00ec sao Amazon l\u1ea1i tr\u1edf trang th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed l\u1edbn nh\u1ea5t th\u1ebf gi\u1edbi? C\u00e2u tr\u1ea3 l\u1eddi n\u1eb1m \u1edf m\u1ed9t b\u00ed quy\u1ebft \u0111\u01a1n gi\u1ea3n nh\u01b0ng mang l\u1ea1i hi\u1ec7u qu\u1ea3 c\u1ef1c t\u1ed1t \u0111\u00f3 ch\u00ednh l\u00e0: L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m hay Customer Centric. V\u1eady Customer Centric l\u00e0 g\u00ec? C\u00f9ng Base.vn<\/a> t\u00ecm hi\u1ec3u chi ti\u1ebft qua b\u00e0i vi\u1ebft sau \u0111\u00e2y.<\/p>\n\n\n\n

1. Customer Centric l\u00e0 g\u00ec?<\/h2>\n\n\n\n

Customer Centric<\/strong> hay l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m<\/strong> l\u00e0 m\u1ed9t tri\u1ebft l\u00fd kinh doanh \u0111\u1eb7t kh\u00e1ch h\u00e0ng v\u00e0o v\u1ecb tr\u00ed tr\u1ecdng t\u00e2m c\u1ee7a m\u1ecdi ho\u1ea1t \u0111\u1ed9ng c\u1ee7a doanh nghi\u1ec7p. Thay v\u00ec ch\u1ec9 t\u1eadp trung v\u00e0o s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, c\u00e1c doanh nghi\u1ec7p theo \u0111u\u1ed5i m\u00f4 h\u00ecnh n\u00e0y s\u1ebd lu\u00f4n h\u01b0\u1edbng \u0111\u1ebfn vi\u1ec7c hi\u1ec3u r\u00f5 nhu c\u1ea7u, mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o ra nh\u1eefng gi\u00e1 tr\u1ecb \u0111\u00e1p \u1ee9ng t\u1ed1t nh\u1ea5t cho h\u1ecd.<\/p>\n\n\n

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

2. V\u00ec sao doanh nghi\u1ec7p n\u00ean theo \u0111u\u1ed5i chi\u1ebfn l\u01b0\u1ee3c Customer Centric?<\/h2>\n\n\n\n

2.1 X\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p<\/h3>\n\n\n\n

L\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c xem nh\u01b0 t\u00e0i s\u1ea3n v\u00f4 gi\u00e1 \u0111\u1ed1i v\u1edbi b\u1ea5t k\u1ef3 doanh nghi\u1ec7p n\u00e0o. Khi doanh nghi\u1ec7p \u0111i theo chi\u1ebfn l\u01b0\u1ee3c Customer Centric c\u00f3 ngh\u0129a l\u00e0 t\u1ed5 ch\u1ee9c kh\u00f4ng ch\u1ec9 c\u1ed1 g\u1eafng l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng m\u1ed9t l\u1ea7n m\u00e0 c\u00f2n x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 d\u00e0i h\u1ea1n, b\u1ec1n v\u1eefng v\u1edbi h\u1ecd. <\/p>\n\n\n\n

Vi\u1ec7c t\u1eadp trung v\u00e0o \u0111\u00e1p \u1ee9ng, th\u1eadm ch\u00ed v\u01b0\u1ee3t qua s\u1ef1 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 s\u1ebd gi\u00fap h\u1ecd c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c coi tr\u1ecdng. \u0110i\u1ec1u n\u00e0y khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng quay tr\u1edf l\u1ea1i mua h\u00e0ng, t\u1ea1o n\u00ean s\u1ef1 trung th\u00e0nh gi\u1eef h\u1ecd v\u00e0 th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n\n\n\n

Kh\u00e1ch h\u00e0ng trung th\u00e0nh kh\u00f4ng ch\u1ec9 l\u00e0 nh\u1eefng ng\u01b0\u1eddi th\u01b0\u1eddng xuy\u00ean mua s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 m\u00e0 c\u00f2n l\u00e0 nh\u1eefng ng\u01b0\u1eddi gi\u1edbi thi\u1ec7u doanh nghi\u1ec7p cho b\u1ea1n b\u00e8, gia \u0111\u00ecnh, mang \u0111\u1ebfn cho doanh nghi\u1ec7p m\u1ed9t ngu\u1ed3n kh\u00e1ch h\u00e0ng m\u1edbi m\u00e0 kh\u00f4ng c\u1ea7n t\u1ed1n nhi\u1ec1u chi ph\u00ed marketing.<\/p>\n\n\n\n

2.2 T\u0103ng tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n

Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a> bao g\u1ed3m t\u1ea5t c\u1ea3 c\u00e1c t\u01b0\u01a1ng t\u00e1c m\u00e0 kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p, t\u1eeb tr\u01b0\u1edbc khi mua h\u00e0ng cho \u0111\u1ebfn sau khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5. Theo kh\u1ea3o s\u00e1t c\u1ee7a PWC, c\u1ee9 ba kh\u00e1ch h\u00e0ng th\u00ec s\u1ebd 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. Ch\u00ednh v\u00ec v\u1eady vi\u1ec7c quan t\u00e2m \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng tr\u00ean m\u1ecdi \u0111i\u1ec3m ch\u1ea1m l\u00e0 r\u1ea5t quan tr\u1ecdng.<\/p>\n\n\n\n

B\u1eb1ng vi\u1ec7c l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, doanh nghi\u1ec7p s\u1ebd c\u00f3 k\u1ebf ho\u1ea1ch \u0111\u1ec3 c\u1ea3i thi\u1ec7n t\u1eebng \u0111i\u1ec3m ch\u1ea1m tr\u00ean h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/a>, t\u1eeb vi\u1ec7c t\u00ecm ki\u1ebfm th\u00f4ng tin, mua h\u00e0ng ho\u1eb7c c\u00e1c d\u1ecbch v\u1ee5 h\u1eadu m\u00e3i. V\u00ed d\u1ee5, d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng, th\u00e2n thi\u1ec7n v\u00e0 t\u1eadn t\u00e2m s\u1ebd gi\u00fap kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y tho\u1ea3i m\u00e1i h\u01a1n khi gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1, t\u1eeb \u0111\u00f3 t\u1ea1o n\u00ean \u1ea5n t\u01b0\u1ee3ng t\u00edch c\u1ef1c. C\u00e1c nghi\u00ean c\u1ee9u cho th\u1ea5y kh\u00e1ch h\u00e0ng s\u1ebd s\u1eb5n s\u00e0ng chi tr\u1ea3 nhi\u1ec1u h\u01a1n cho m\u1ed9t s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 n\u1ebfu tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n.<\/p>\n\n\n

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\"Tr\u1ea3i<\/figure><\/div>\n\n\n

2.3 N\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty<\/h3>\n\n\n\n

Khi \u0111\u00e3 l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m cho m\u1ecdi ho\u1ea1t \u0111\u1ed9ng Marketing – B\u00e1n h\u00e0ng t\u1eeb l\u00e0 doanh nghi\u1ec7p s\u1ebd kh\u00f4ng ng\u1eebng l\u1eafng nghe ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd \u0111\u1ec3 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5. Th\u1ef1c t\u1ebf, th\u1ecb tr\u01b0\u1eddng v\u00e0 nhu c\u1ea7u kh\u00e1ch h\u00e0ng lu\u00f4n thay \u0111\u1ed5i t\u1eebng ng\u00e0y, do v\u1eady vi\u1ec7c li\u00ean t\u1ee5c c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m l\u00e0 y\u1ebfu t\u1ed1 s\u1ed1ng c\u00f2n \u0111\u1ec3 khi doanh nghi\u1ec7p theo \u0111u\u1ed5i chi\u1ebfn l\u01b0\u1ee3c Customer Centric.<\/p>\n\n\n\n

B\u1eb1ng c\u00e1ch thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng qua nhi\u1ec1u k\u00eanh kh\u00e1c nhau (nh\u01b0 kh\u1ea3o s\u00e1t, \u0111\u00e1nh gi\u00e1, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng), doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh s\u1ea3n ph\u1ea9m c\u1ee7a m\u00ecnh theo h\u01b0\u1edbng t\u1ed1t h\u01a1n, ph\u00f9 h\u1ee3p h\u01a1n v\u1edbi mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 tr\u1edf n\u00ean h\u1ea5p d\u1eabn h\u01a1n m\u00e0 c\u00f2n t\u1ea1o ra l\u1ee3i th\u1ebf c\u1ea1nh tranh v\u1eefng ch\u1eafc so v\u1edbi c\u00e1c \u0111\u1ed1i th\u1ee7 kh\u00e1c tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/p>\n\n\n\n

2.4 T\u0103ng tr\u01b0\u1edfng doanh thu b\u1ec1n v\u1eefng<\/h3>\n\n\n\n

Kh\u00e1c v\u1edbi nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c kinh doanh<\/a> d\u1ef1a v\u00e0o qu\u1ea3ng c\u00e1o ho\u1eb7c khuy\u1ebfn m\u00e3i m\u1ea1nh m\u1ebd, Customer Centric t\u1eadp trung v\u00e0o vi\u1ec7c x\u00e2y d\u1ef1ng s\u1ef1 tin t\u01b0\u1edfng v\u00e0 gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n

Kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 mua s\u1ea3n ph\u1ea9m v\u00ec c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh gi\u1ea3m gi\u00e1 ng\u1eafn h\u1ea1n m\u00e0 v\u00ec h\u1ecd th\u1ef1c s\u1ef1 c\u1ea3m th\u1ea5y s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p mang l\u1ea1i gi\u00e1 tr\u1ecb th\u1eadt s\u1ef1. Khi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c th\u1ea5u hi\u1ec3u v\u00e0 \u0111\u00e1p \u1ee9ng, h\u1ecd s\u1ebd g\u1eafn b\u00f3 v\u1edbi doanh nghi\u1ec7p, t\u1eeb \u0111\u00f3 gi\u00fap doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 c\u00f3 m\u1ed9t ngu\u1ed3n thu \u1ed5n \u0111\u1ecbnh m\u00e0 c\u00f2n c\u00f3 kh\u1ea3 n\u0103ng ph\u00e1t tri\u1ec3n l\u00e2u d\u00e0i.<\/p>\n\n\n\n

2.5 T\u1ea1o l\u1ee3i th\u1ebf c\u1ea1nh tranh<\/h3>\n\n\n\n

Trong m\u1ed9t th\u1ecb tr\u01b0\u1eddng \u0111\u1ea7y c\u1ea1nh tranh, vi\u1ec7c doanh nghi\u1ec7p c\u00f3 th\u1ec3 hi\u1ec3u v\u00e0 \u0111\u00e1p \u1ee9ng \u0111\u00fang nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t l\u1ee3i th\u1ebf l\u1edbn. Khi kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y doanh nghi\u1ec7p th\u1ef1c s\u1ef1 quan t\u00e2m v\u00e0 ph\u1ee5c v\u1ee5 \u0111\u00fang nhu c\u1ea7u, h\u1ecd \u00edt c\u00f3 xu h\u01b0\u1edbng chuy\u1ec3n sang \u0111\u1ed1i th\u1ee7. <\/p>\n\n\n\n

Chi\u1ebfn l\u01b0\u1ee3c Customer Centric gi\u00fap doanh nghi\u1ec7p t\u1ea1o s\u1ef1 kh\u00e1c bi\u1ec7t trong m\u1eaft kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch cung c\u1ea5p tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n, gi\u00e1 tr\u1ecb th\u1ef1c s\u1ef1 v\u00e0 m\u1ed1i quan h\u1ec7 d\u00e0i h\u1ea1n. \u0110i\u1ec1u n\u00e0y t\u1ea1o n\u00ean r\u00e0o c\u1ea3n c\u1ea1nh tranh, khi\u1ebfn cho \u0111\u1ed1i th\u1ee7 kh\u00f3 l\u00f2ng thuy\u1ebft ph\u1ee5c kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p chuy\u1ec3n \u0111\u1ed5i sang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd.<\/p>\n\n\n\n

\u0110\u1ecdc th\u00eam:<\/strong> Customer Insight l\u00e0 g\u00ec? Ch\u00eca kho\u00e1 t\u0103ng tr\u01b0\u1edfng nh\u1edd hi\u1ec3u kh\u00e1ch h\u00e0ng<\/a><\/p>\n\n\n\n

3. C\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 chi\u1ebfn l\u01b0\u1ee3c Customer Centric<\/h2>\n\n\n\n

3.1 Churn Rate \u2013 T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i<\/h3>\n\n\n\n

T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i (Churn Rate)<\/a> cho bi\u1ebft t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng d\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. Ch\u1ec9 s\u1ed1 n\u00e0y \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 Customer Centric b\u1edfi:<\/p>\n\n\n\n

Churn Rate cao cho th\u1ea5y doanh nghi\u1ec7p \u0111ang g\u1eb7p v\u1ea5n \u0111\u1ec1 trong vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn doanh thu v\u00e0 l\u1ee3i nhu\u1eadn.<\/p>\n\n\n\n

B\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch l\u00fd do kh\u00e1ch h\u00e0ng r\u1eddi \u0111i, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u00ecm ra nh\u1eefng \u0111i\u1ec3m y\u1ebfu trong s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 ho\u1eb7c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u1ea3i thi\u1ec7n.<\/p>\n\n\n\n

Churn Rate gi\u00fap doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, ho\u1eb7c c\u00e1c c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m nh\u1eb1m gi\u1ea3m thi\u1ec3u t\u00ecnh tr\u1ea1ng kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf.<\/p>\n\n\n\n

C\u00f4ng th\u1ee9c t\u00ednh T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i nh\u01b0 sau:<\/p>\n\n\n\n

T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i = (S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng r\u1eddi \u0111i \/ S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u01b0\u1ee3c trong k\u1ef3) x 100<\/strong><\/p>\n\n\n

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

3.2 CLV – Gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n

Customer Lifetime Value – CLV cho bi\u1ebft t\u1ed5ng gi\u00e1 tr\u1ecb m\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng mang l\u1ea1i cho doanh nghi\u1ec7p trong kho\u1ea3ng th\u1eddi gian h\u1ecd l\u00e0 kh\u00e1ch h\u00e0ng. N\u00f3i c\u00e1ch kh\u00e1c, CLV l\u00e0 th\u01b0\u1edbc \u0111o gi\u00e1 tr\u1ecb t\u00e0i ch\u00ednh c\u1ee7a m\u1ed9t kh\u00e1ch h\u00e0ng trong su\u1ed1t qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c v\u1edbi doanh nghi\u1ec7p.<\/p>\n\n\n\n

Ch\u1ec9 s\u1ed1 CLV gi\u00fap doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c chi\u1ebfn d\u1ecbch marketing, t\u1eeb \u0111\u00f3 t\u1ed1i \u01b0u h\u00f3a chi ph\u00ed v\u00e0 t\u0103ng l\u1ee3i nhu\u1eadn. Ngo\u00e0i ra n\u00f3 c\u0169ng gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh \u0111\u00e2u l\u00e0 nh\u1eefng nh\u00f3m kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, \u0111\u00e1ng \u0111\u1ec3 \u0111\u1ea7u t\u01b0 nhi\u1ec1u h\u01a1n.<\/p>\n\n\n\n

C\u00f4ng th\u1ee9c t\u00ednh Gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng nh\u01b0 sau:<\/p>\n\n\n\n

CLV = Gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng  x V\u00f2ng \u0111\u1eddi trung b\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/p>\n\n\n\n

Trong \u0111\u00f3:<\/p>\n\n\n\n