{"id":14200,"date":"2025-08-14T09:51:09","date_gmt":"2025-08-14T02:51:09","guid":{"rendered":"https:\/\/base.vn\/blog\/?p=14200"},"modified":"2025-08-14T09:51:47","modified_gmt":"2025-08-14T02:51:47","slug":"churn-rate","status":"publish","type":"post","link":"https:\/\/base.vn\/blog\/churn-rate\/","title":{"rendered":"Churn rate l\u00e0 g\u00ec? Chi\u1ebfn l\u01b0\u1ee3c gi\u1ea3m t\u1ef7 l\u1ec7 r\u1eddi b\u1ecf kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3"},"content":{"rendered":"\n<p>Trong kinh doanh, b\u00ean c\u1ea1nh s\u1ef1 gia t\u0103ng kh\u00e1ch h\u00e0ng m\u1edbi th\u00ec c\u0169ng s\u1ebd c\u00f3 m\u1ed9t s\u1ed1 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i v\u00ec nhi\u1ec1u nguy\u00ean nh\u00e2n kh\u00e1c nhau. S\u1ef1 r\u1eddi \u0111i n\u00e0y \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n qua ch\u1ec9 s\u1ed1 Churn Rate. V\u1eady, c\u1ee5 th\u1ec3 Churn Rate l\u00e0 g\u00ec? L\u00e0m sao \u0111\u1ec3 t\u00ednh v\u00e0 \u0111o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 n\u00e0y? H\u00e3y c\u00f9ng <a href=\"https:\/\/base.vn\/blog\/\" target=\"_blank\" rel=\"noreferrer noopener\">Base Blog<\/a> kh\u00e1m ph\u00e1 m\u1ecdi th\u00f4ng tin li\u00ean quan \u0111\u1ebfn Churn Rate v\u00e0 t\u00ecm hi\u1ec3u c\u00e1ch c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i trong n\u1ed9i dung sau \u0111\u00e2y!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-churn-rate-la-gi-co-m\u1ea5y-lo\u1ea1i-churn-rate\"><strong>1. Churn Rate l\u00e0 g\u00ec? C\u00f3 m\u1ea5y lo\u1ea1i Churn Rate?<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-1-khai-ni\u1ec7m-churn-rate\"><strong>1.1 Kh\u00e1i ni\u1ec7m Churn Rate<\/strong><\/h3>\n\n\n\n<p><strong>Churn Rate<\/strong> l\u00e0 t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng ng\u1eebng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c h\u1ee7y \u0111\u0103ng k\u00fd d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p trong m\u1ed9t kho\u1ea3ng th\u1eddi gian c\u1ee5 th\u1ec3 (th\u00e1ng, qu\u00fd, ho\u1eb7c n\u0103m). N\u00f3i c\u00e1ch kh\u00e1c, churn rate ch\u00ednh l\u00e0 t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf doanh nghi\u1ec7p \u0111\u1ec3 t\u00ecm m\u1ed9t gi\u1ea3i ph\u00e1p thay th\u1ebf kh\u00e1c. Do \u0111\u00f3, \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o t\u0103ng tr\u01b0\u1edfng, doanh nghi\u1ec7p c\u1ea7n duy tr\u00ec s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1edbi l\u1edbn h\u01a1n s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng r\u1eddi \u0111i trong c\u00f9ng k\u1ef3.<\/p>\n\n\n\n<p>T\u1ef7 l\u1ec7 churn trung b\u00ecnh thay \u0111\u1ed5i theo t\u1eebng ng\u00e0nh, cho ph\u00e9p c\u00e1c c\u00f4ng ty so s\u00e1nh v\u00e0 \u0111\u00e1nh gi\u00e1 kh\u1ea3 n\u0103ng c\u1ea1nh tranh c\u1ee7a m\u00ecnh. Ngo\u00e0i vi\u1ec7c \u00e1p d\u1ee5ng cho c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng, churn rate c\u00f2n c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c d\u00f9ng \u0111\u1ec3 ph\u1ea3n \u00e1nh t\u1ef7 l\u1ec7 nh\u00e2n vi\u00ean r\u1eddi kh\u1ecfi c\u00f4ng ty.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/churn-rate-la-gi-1024x576.webp\" alt=\"Churn rate l\u00e0 g\u00ec?\" class=\"wp-image-14224\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/churn-rate-la-gi-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/churn-rate-la-gi-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/churn-rate-la-gi-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/churn-rate-la-gi-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/churn-rate-la-gi.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-2-hai-lo\u1ea1i-churn-rate-then-ch\u1ed1t\"><strong>1.2 Hai lo\u1ea1i Churn Rate then ch\u1ed1t<\/strong><\/h3>\n\n\n\n<p>D\u1ef1a tr\u00ean h\u00e0nh vi r\u1eddi b\u1ecf c\u1ee7a kh\u00e1ch h\u00e0ng, churn rate \u0111\u01b0\u1ee3c chia th\u00e0nh hai lo\u1ea1i ch\u00ednh:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Customer Churn Rate<\/strong>: Th\u1ec3 hi\u1ec7n t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng ng\u1eebng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p trong m\u1ed9t kho\u1ea3ng th\u1eddi gian c\u1ee5 th\u1ec3.<\/li>\n\n\n\n<li><strong>Revenue Churn Rate<\/strong>: Th\u1ec3 hi\u1ec7n t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m doanh thu b\u1ecb m\u1ea5t do kh\u00e1ch h\u00e0ng ng\u1eebng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c h\u1ee7y d\u1ecbch v\u1ee5 trong m\u1ed9t kho\u1ea3ng th\u1eddi gian c\u1ee5 th\u1ec3.<\/li>\n<\/ul>\n\n\n\n<p>M\u1eb7c d\u00f9 c\u00f3 m\u1ed1i li\u00ean h\u1ec7 nh\u1ea5t \u0111\u1ecbnh, hai lo\u1ea1i churn rate n\u00e0y c\u1ea7n \u0111\u01b0\u1ee3c ph\u00e2n bi\u1ec7t r\u00f5 r\u00e0ng v\u00ec ch\u00fang mang \u00fd ngh\u0129a kh\u00e1c nhau, \u0111\u1eb7c bi\u1ec7t v\u1edbi c\u00e1c doanh nghi\u1ec7p kinh doanh s\u1ea3n ph\u1ea9m k\u1ef9 thu\u1eadt s\u1ed1 nh\u01b0 ph\u1ea7n m\u1ec1m SaaS, v\u1ed1n th\u01b0\u1eddng c\u00f3 nhi\u1ec1u g\u00f3i s\u1ea3n ph\u1ea9m. V\u00ed d\u1ee5:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>N\u1ebfu <strong>Customer Churn Rate<\/strong> cao nh\u01b0ng <strong>Revenue Churn Rate<\/strong> th\u1ea5p, \u0111i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 cho th\u1ea5y kh\u00e1ch h\u00e0ng \u0111ang chuy\u1ec3n sang g\u00f3i s\u1ea3n ph\u1ea9m c\u1ea5p th\u1ea5p h\u01a1n thay v\u00ec r\u1eddi b\u1ecf doanh nghi\u1ec7p ho\u00e0n to\u00e0n.<\/li>\n\n\n\n<li>Ng\u01b0\u1ee3c l\u1ea1i, n\u1ebfu <strong>Revenue Churn Rate<\/strong> cao nh\u01b0ng <strong>Customer Churn Rate<\/strong> th\u1ea5p, \u0111i\u1ec1u \u0111\u00f3 c\u00f3 ngh\u0129a doanh nghi\u1ec7p \u0111ang m\u1ea5t \u0111i nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 gi\u00e1 tr\u1ecb l\u1edbn nh\u1ea5t.<\/li>\n<\/ul>\n\n\n\n<p>Ph\u00e2n t\u00edch c\u1ea3 hai t\u1ef7 l\u1ec7 n\u00e0y s\u1ebd gi\u00fap doanh nghi\u1ec7p \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p \u0111\u1ec3 c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, gi\u1ea3m t\u1ef7 l\u1ec7 r\u1eddi b\u1ecf, v\u00e0 b\u1ea3o v\u1ec7 ngu\u1ed3n doanh thu m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3.<\/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\/khach-hang-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">Kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec? Hi\u1ec3u \u0111\u00fang \u0111\u1ec3 doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n b\u1ec1n v\u1eefng<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-y-nghia-c\u1ee7a-churn-rate-d\u1ed1i-v\u1edbi-ho\u1ea1t-d\u1ed9ng-kinh-doanh\"><strong>2. \u00dd ngh\u0129a c\u1ee7a Churn Rate \u0111\u1ed1i v\u1edbi ho\u1ea1t \u0111\u1ed9ng kinh doanh<\/strong><\/h2>\n\n\n\n<p>T\u00ednh to\u00e1n v\u00e0 ph\u00e2n t\u00edch churn rate l\u00e0 y\u1ebfu t\u1ed1 c\u1ea7n thi\u1ebft \u0111\u1ec3 doanh nghi\u1ec7p \u0111\u00e1nh gi\u00e1 t\u00ecnh h\u00ecnh hi\u1ec7n t\u1ea1i v\u00e0 ho\u1ea1ch \u0111\u1ecbnh chi\u1ebfn l\u01b0\u1ee3c t\u0103ng tr\u01b0\u1edfng l\u00e2u d\u00e0i. N\u00f3 kh\u00f4ng \u0111\u01a1n thu\u1ea7n l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 m\u00e0 c\u00f2n l\u00e0 th\u01b0\u1edbc \u0111o to\u00e0n di\u1ec7n v\u1ec1 \u201cs\u1ee9c kh\u1ecfe\u201d doanh nghi\u1ec7p, s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, v\u00e0 ti\u1ec1m n\u0103ng t\u0103ng tr\u01b0\u1edfng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-1-theo-doi-s\u1ef1-hai-long-c\u1ee7a-khach-hang\"><strong>2.1 Theo d\u00f5i s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n\n\n\n<p>Churn rate \u0111\u00f3ng vai tr\u00f2 nh\u01b0 m\u1ed9t ch\u1ec9 b\u00e1o quan tr\u1ecdng v\u1ec1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. N\u1ebfu t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf cao, \u0111\u00f3 c\u00f3 th\u1ec3 l\u00e0 d\u1ea5u hi\u1ec7u c\u1ee7a:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>S\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 kh\u00f4ng \u0111\u00e1p \u1ee9ng t\u1ed1t nhu c\u1ea7u.<\/li>\n\n\n\n<li>Tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng k\u00e9m.<\/li>\n\n\n\n<li>S\u1ef1 c\u1ea1nh tranh gia t\u0103ng tr\u00ean th\u1ecb tr\u01b0\u1eddng.<\/li>\n<\/ul>\n\n\n\n<p>Vi\u1ec7c gi\u00e1m s\u00e1t churn rate cho ph\u00e9p doanh nghi\u1ec7p nhanh ch\u00f3ng nh\u1eadn di\u1ec7n c\u00e1c v\u1ea5n \u0111\u1ec1, t\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 ng\u0103n ng\u1eeba m\u1ea5t doanh thu \u0111\u00e1ng k\u1ec3.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-2-d\u1ef1-doan-doanh-thu-va-ki\u1ec3m-soat-chi-phi-s\u1edf-h\u1eefu-khach-hang-customer-acquisition-cost\"><strong>2.2 D\u1ef1 \u0111o\u00e1n doanh thu v\u00e0 ki\u1ec3m so\u00e1t chi ph\u00ed s\u1edf h\u1eefu kh\u00e1ch h\u00e0ng (Customer Acquisition Cost)<\/strong><\/h3>\n\n\n\n<p>Churn rate c\u00f3 \u1ea3nh h\u01b0\u1edfng l\u1edbn \u0111\u1ebfn kh\u1ea3 n\u0103ng d\u1ef1 b\u00e1o doanh thu, \u0111\u1eb7c bi\u1ec7t v\u1edbi c\u00e1c m\u00f4 h\u00ecnh kinh doanh d\u1ef1a tr\u00ean \u0111\u0103ng k\u00fd.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Doanh thu v\u00e0 d\u00f2ng ti\u1ec1n: <\/strong>T\u1ef7 l\u1ec7 churn cao \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c doanh nghi\u1ec7p kh\u00f4ng th\u1ec3 d\u1ef1a v\u00e0o l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i \u0111\u1ec3 duy tr\u00ec t\u0103ng tr\u01b0\u1edfng.<\/li>\n\n\n\n<li><strong>Chi ph\u00ed s\u1edf h\u1eefu kh\u00e1ch h\u00e0ng (CAC): <\/strong>Gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i th\u01b0\u1eddng r\u1ebb h\u01a1n vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi. T\u1ef7 l\u1ec7 churn cao l\u00e0m t\u0103ng <a href=\"https:\/\/base.vn\/blog\/cac-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">CAC<\/a> v\u00ec doanh nghi\u1ec7p ph\u1ea3i li\u00ean t\u1ee5c b\u00f9 \u0111\u1eafp l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1ea5t \u0111i, d\u1eabn \u0111\u1ebfn chi ph\u00ed ti\u1ebfp th\u1ecb v\u00e0 thu h\u00fat kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng l\u1edbn.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-3-danh-gia-gia-tr\u1ecb-vong-d\u1eddi-khach-hang-customer-lifetime-value-clv\"><strong>2.3 \u0110\u00e1nh gi\u00e1 Gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng (Customer Lifetime Value &#8211; CLV)<\/strong><\/h3>\n\n\n\n<p><a href=\"https:\/\/base.vn\/blog\/clv-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">CLV<\/a> l\u00e0 con s\u1ed1 ph\u1ea3n \u00e1nh t\u1ed5ng doanh thu m\u00e0 m\u1ed9t kh\u00e1ch h\u00e0ng mang l\u1ea1i trong su\u1ed1t m\u1ed1i quan h\u1ec7 v\u1edbi doanh nghi\u1ec7p.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Churn rate cao l\u00e0m gi\u1ea3m CLV, v\u00ec kh\u00e1ch h\u00e0ng r\u1eddi \u0111i tr\u01b0\u1edbc khi t\u1ea1o ra \u0111\u1ee7 gi\u00e1 tr\u1ecb doanh thu.<\/li>\n\n\n\n<li>CLV th\u1ea5p s\u1ebd h\u1ea1n ch\u1ebf ng\u00e2n s\u00e1ch m\u00e0 doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u1ea7u t\u01b0 \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi. \u0110i\u1ec1u n\u00e0y s\u1ebd g\u00e2y kh\u00f3 kh\u0103n cho vi\u1ec7c m\u1edf r\u1ed9ng quy m\u00f4.<\/li>\n<\/ul>\n\n\n\n<p>K\u1ebft h\u1ee3p ph\u00e2n t\u00edch CLV v\u00e0 churn rate s\u1ebd gi\u00fap doanh nghi\u1ec7p thi\u1ebft l\u1eadp ng\u00e2n s\u00e1ch, chi\u1ebfn l\u01b0\u1ee3c kinh doanh, v\u00e0 m\u1ee5c ti\u00eau t\u0103ng tr\u01b0\u1edfng th\u1ef1c t\u1ebf h\u01a1n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-4-phan-khuc-khach-hang-t\u1ed1t-h\u01a1n\"><strong>2.4 Ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n<\/strong><\/h3>\n\n\n\n<p>Kh\u00f4ng ph\u1ea3i t\u1ea5t c\u1ea3 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i \u0111\u1ec1u c\u00f3 c\u00f9ng m\u1ee9c \u0111\u1ed9 \u1ea3nh h\u01b0\u1edfng l\u00ean ho\u1ea1t \u0111\u1ed9ng kinh doanh c\u1ee7a doanh nghi\u1ec7p. M\u1ea5t m\u1ed9t kh\u00e1ch h\u00e0ng \u0111em l\u1ea1i gi\u00e1 tr\u1ecb cao v\u00e0 d\u00e0i h\u1ea1n s\u1ebd g\u00e2y thi\u1ec7t h\u1ea1i l\u1edbn h\u01a1n m\u1ea5t m\u1ed9t kh\u00e1ch h\u00e0ng \u0111em l\u1ea1i gi\u00e1 tr\u1ecb th\u1ea5p v\u00e0 ng\u1eafn h\u1ea1n.<\/p>\n\n\n\n<p>Th\u00f4ng qua vi\u1ec7c ph\u00e2n t\u00edch churn rate, doanh nghi\u1ec7p s\u1ebd bi\u1ebft r\u00f5 nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0o c\u00f3 nguy c\u01a1 r\u1eddi b\u1ecf cao nh\u1ea5t, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n ph\u00f9 h\u1ee3p, ch\u1eb3ng h\u1ea1n nh\u01b0:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Cung c\u1ea5p \u01b0u \u0111\u00e3i c\u00e1 nh\u00e2n h\u00f3a.<\/li>\n\n\n\n<li>C\u1ea3i thi\u1ec7n <a href=\"https:\/\/base.vn\/blog\/dich-vu-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a>.<\/li>\n\n\n\n<li>N\u00e2ng c\u1ea5p s\u1ea3n ph\u1ea9m ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a t\u1eebng ph\u00e2n kh\u00fac.<\/li>\n<\/ul>\n\n\n\n<p>T\u00f3m l\u1ea1i, churn rate kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t con s\u1ed1 l\u00fd thuy\u1ebft m\u00e0 l\u00e0 kim ch\u1ec9 nam gi\u00fap doanh nghi\u1ec7p bi\u1ebft m\u00ecnh \u0111\u00e1nh m\u1ea5t kh\u00e1ch h\u00e0ng \u1edf \u0111\u00e2u, t\u1ea1i sao v\u00e0 l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 c\u1ea3i thi\u1ec7n, t\u1eeb \u0111\u00f3 t\u1ed1i \u01b0u h\u00f3a chi ph\u00ed, t\u1eadp trung x\u00e2y d\u1ef1ng c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u00e0 b\u1ea3o v\u1ec7 c\u00e1c ngu\u1ed3n doanh thu d\u00e0i h\u1ea1n.<\/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\/11\/y-nghia-churn-rate-1024x576.webp\" alt=\"\u00dd ngh\u0129a Churn rate\" class=\"wp-image-14226\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/y-nghia-churn-rate-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/y-nghia-churn-rate-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/y-nghia-churn-rate-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/y-nghia-churn-rate-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/y-nghia-churn-rate.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-6-cong-th\u1ee9c-tinh-churn-rate-va-vi-d\u1ee5\"><strong>3. 6 C\u00f4ng th\u1ee9c t\u00ednh Churn Rate v\u00e0 v\u00ed d\u1ee5<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-1-customer-churn-rate\"><strong>3.1 Customer Churn Rate<\/strong><\/h3>\n\n\n\n<p>Customer Churn Rate l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t ch\u00ednh (KPI) \u0111\u01a1n gi\u1ea3n nh\u01b0ng c\u1ef1c k\u1ef3 quan tr\u1ecdng \u0111\u1ec3 \u0111o l\u01b0\u1eddng <a href=\"https:\/\/base.vn\/blog\/cx-trai-nghiem-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/a>. Ch\u1ec9 s\u1ed1 n\u00e0y gi\u00fap doanh nghi\u1ec7p theo d\u00f5i t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf trong m\u1ed9t khung th\u1eddi gian c\u1ee5 th\u1ec3, ch\u1eb3ng h\u1ea1n nh\u01b0 m\u1ed9t n\u0103m, m\u1ed9t th\u00e1ng, ho\u1eb7c th\u1eadm ch\u00ed m\u1ed9t ng\u00e0y.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\">C\u00f4ng th\u1ee9c: <strong>Churn Rate (%) = [S\u1ed1 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf trong k\u1ef3 \/ T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng \u0111\u1ea7u k\u1ef3] x 100<\/strong><\/p>\n\n\n\n<p>V\u00ed d\u1ee5: M\u1ed9t c\u00f4ng ty mu\u1ed1n \u0111o l\u01b0\u1eddng Customer Churn Rate trong th\u00e1ng 1. \u0110\u1ea7u th\u00e1ng c\u00f4ng ty n\u00e0y c\u00f3 100 kh\u00e1ch h\u00e0ng. Cu\u1ed1i th\u00e1ng c\u00f4ng ty c\u00f2n l\u1ea1i 90 kh\u00e1ch h\u00e0ng. C\u00e1c b\u01b0\u1edbc t\u00ednh to\u00e1n nh\u01b0 sau:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>T\u00ecm s\u1ed1 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf: 100 \u2013 90 = 10<\/li>\n\n\n\n<li>Chia s\u1ed1 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf cho t\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng ban \u0111\u1ea7u: 10 \u00f7 100 = 0,1\u200b<\/li>\n\n\n\n<li>Nh\u00e2n k\u1ebft qu\u1ea3 v\u1edbi 100 \u0111\u1ec3 chuy\u1ec3n \u0111\u1ed5i th\u00e0nh ph\u1ea7n tr\u0103m: 0,1 \u00d7 100 = 10%.<\/li>\n<\/ul>\n\n\n\n<p>Nh\u01b0 v\u1eady, Customer Churn Rate trong th\u00e1ng 1 l\u00e0 10%.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-2-revenue-churn-rate\"><strong>3.2 Revenue Churn Rate<\/strong><\/h3>\n\n\n\n<p>Nh\u01b0 v\u1eeba \u0111\u1ec1 c\u1eadp, Customer Churn Rate gi\u00fap x\u00e1c \u0111\u1ecbnh s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng b\u1ecb m\u1ea5t, nh\u01b0ng kh\u00f4ng ph\u1ea3i m\u1ecdi kh\u00e1ch h\u00e0ng \u0111\u1ec1u \u0111\u00f3ng g\u00f3p doanh thu nh\u01b0 nhau. M\u1ed9t s\u1ed1 kh\u00e1ch h\u00e0ng chi ti\u00eau nhi\u1ec1u h\u01a1n, v\u00e0 \u0111\u00f3 l\u00e0 l\u00fd do Revenue Churn Rate tr\u1edf n\u00ean c\u1ea7n thi\u1ebft. Ch\u1ec9 s\u1ed1 n\u00e0y \u0111o l\u01b0\u1eddng t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m doanh thu b\u1ecb m\u1ea5t. N\u00f3 \u0111\u1eb7c bi\u1ec7t h\u1eefu \u00edch cho c\u00e1c c\u00f4ng ty ph\u1ea7n m\u1ec1m d\u01b0\u1edbi d\u1ea1ng d\u1ecbch v\u1ee5 (SaaS) v\u00e0 c\u00e1c doanh nghi\u1ec7p d\u1ef1a tr\u00ean m\u00f4 h\u00ecnh \u0111\u0103ng k\u00fd, n\u01a1i doanh thu \u0111\u1ecbnh k\u1ef3 h\u00e0ng th\u00e1ng (Monthly Recurring Revenue &#8211; MRR) l\u00e0 ch\u1ec9 s\u1ed1 quan tr\u1ecdng.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\">C\u00f4ng th\u1ee9c: <strong>Revenue Churn Rate (%) = [Doanh thu b\u1ecb m\u1ea5t trong k\u1ef3 \/ MRR c\u1ee7a k\u1ef3 tr\u01b0\u1edbc] x 100<\/strong><\/p>\n\n\n\n<p>V\u00ed d\u1ee5: M\u1ed9t c\u00f4ng ty mu\u1ed1n t\u00ednh Revenue Churn Rate trong th\u00e1ng 9. MRR c\u1ee7a c\u00f4ng ty n\u00e0y l\u00e0 100.000.000 VND. Doanh thu b\u1ecb m\u1ea5t trong th\u00e1ng 9 l\u00e0 5.000.000 VND. C\u00e1c b\u01b0\u1edbc t\u00ednh to\u00e1n nh\u01b0 sau:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Chia doanh thu b\u1ecb m\u1ea5t cho MRR: 5.000.000 \u00f7 100.000.000 = 0,05<\/li>\n\n\n\n<li>Nh\u00e2n k\u1ebft qu\u1ea3 v\u1edbi 100 \u0111\u1ec3 chuy\u1ec3n th\u00e0nh ph\u1ea7n tr\u0103m: 0,05 x 100 = 5%<\/li>\n<\/ul>\n\n\n\n<p>Nh\u01b0 v\u1eady, Revenue Churn Rate trong th\u00e1ng 9 l\u00e0 5%.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-3-gross-churn-rate\"><strong>3.3 Gross Churn Rate<\/strong><\/h3>\n\n\n\n<p>Gross Churn Rate ph\u1ea3n \u00e1nh s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng r\u1eddi \u0111i m\u00e0 kh\u00f4ng t\u00ednh \u0111\u1ebfn s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1edbi thu h\u00fat trong c\u00f9ng k\u1ef3. Ch\u1ec9 s\u1ed1 n\u00e0y \u0111\u00e1nh gi\u00e1 kh\u1ea3 n\u0103ng gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i, b\u1ea5t k\u1ec3 doanh nghi\u1ec7p c\u00f3 t\u0103ng tr\u01b0\u1edfng hay kh\u00f4ng.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\">C\u00f4ng th\u1ee9c: <strong>Gross Churn Rate (%) = [S\u1ed1 kh\u00e1ch h\u00e0ng b\u1ecb m\u1ea5t \/ T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng ban \u0111\u1ea7u] x 100<\/strong><\/p>\n\n\n\n<p>V\u00ed d\u1ee5: S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng ban \u0111\u1ea7u l\u00e0 1.000. S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng r\u1eddi \u0111i l\u00e0 60. C\u00e1c b\u01b0\u1edbc t\u00ednh Gross Churn Rate nh\u01b0 sau:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Chia s\u1ed1 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i cho t\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng ban \u0111\u1ea7u: 60 \u00f7 1.000 = 0,06<\/li>\n\n\n\n<li>Nh\u00e2n k\u1ebft qu\u1ea3 v\u1edbi 100 \u0111\u1ec3 chuy\u1ec3n th\u00e0nh ph\u1ea7n tr\u0103m: 0,06 x 100 = 6%<\/li>\n<\/ul>\n\n\n\n<p>Nh\u01b0 v\u1eady, Gross Churn Rate l\u00e0 6%.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-4-net-churn-rate\"><strong>3.4 Net Churn Rate<\/strong><\/h3>\n\n\n\n<p>Net Churn Rate l\u00e0 ch\u1ec9 s\u1ed1 ph\u1ea3n \u00e1nh c\u1ea3 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i v\u00e0 kh\u00e1ch h\u00e0ng m\u1edbi gia nh\u1eadp. \u0110\u00e2y l\u00e0 th\u01b0\u1edbc \u0111o to\u00e0n di\u1ec7n, gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 t\u00e1c \u0111\u1ed9ng k\u1ebft h\u1ee3p gi\u1eefa m\u1ea5t m\u00e1t v\u00e0 t\u0103ng tr\u01b0\u1edfng kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\">C\u00f4ng th\u1ee9c: <strong>Net Churn Rate (%) = [(S\u1ed1 kh\u00e1ch h\u00e0ng b\u1ecb m\u1ea5t \u2013 S\u1ed1 kh\u00e1ch h\u00e0ng m\u1edbi) \/ T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng ban \u0111\u1ea7u] x 100<\/strong><\/p>\n\n\n\n<p>V\u00ed d\u1ee5: S\u1ed1 kh\u00e1ch h\u00e0ng ban \u0111\u1ea7u l\u00e0 1.000. S\u1ed1 kh\u00e1ch h\u00e0ng b\u1ecb m\u1ea5t l\u00e0 50. S\u1ed1 kh\u00e1ch h\u00e0ng m\u1edbi l\u00e0 20. C\u00e1c b\u01b0\u1edbc t\u00ednh Net Churn Rate nh\u01b0 sau:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Tr\u1eeb s\u1ed1 kh\u00e1ch h\u00e0ng m\u1edbi kh\u1ecfi s\u1ed1 kh\u00e1ch h\u00e0ng b\u1ecb m\u1ea5t: 50 \u2013 20 = 30<\/li>\n\n\n\n<li>Chia k\u1ebft qu\u1ea3 cho s\u1ed1 kh\u00e1ch h\u00e0ng ban \u0111\u1ea7u: 30 \u00f7 1.000 = 0,03<\/li>\n\n\n\n<li>Nh\u00e2n k\u1ebft qu\u1ea3 v\u1edbi 100 \u0111\u1ec3 chuy\u1ec3n th\u00e0nh ph\u1ea7n tr\u0103m: 0,03 x 100 = 3%<\/li>\n<\/ul>\n\n\n\n<p>Nh\u01b0 v\u1eady, Net Churn Rate l\u00e0 3%.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-5-adjusted-churn-rate\"><strong>3.5 Adjusted Churn Rate<\/strong><\/h3>\n\n\n\n<p>\u0110\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p \u0111ang m\u1edf r\u1ed9ng quy m\u00f4 v\u00e0 t\u0103ng tr\u01b0\u1edfng nhanh ch\u00f3ng, l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1edbi v\u00e0 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf \u0111\u1ec1u c\u00f3 th\u1ec3 \u0111\u1ed3ng th\u1eddi t\u0103ng tr\u01b0\u1edfng \u0111\u00e1ng k\u1ec3 trong c\u00f9ng m\u1ed9t k\u1ef3. L\u00fac n\u00e0y, doanh nghi\u1ec7p s\u1ebd c\u1ea7n m\u1ed9t c\u00f4ng th\u1ee9c t\u00ednh churn rate ph\u1ee9c t\u1ea1p h\u01a1n \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n t\u00ecnh h\u00ecnh kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh so v\u1edbi ch\u1ec9 t\u00ednh ri\u00eang churn rate. \u0110\u00e2y l\u00e0 l\u00fac c\u1ea7n c\u00f4ng th\u1ee9c Adjusted Churn Rate.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\">C\u00f4ng th\u1ee9c: <strong>Adjusted Churn Rate (%) = (S\u1ed1 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf trong c\u00f9ng k\u1ef3 \/ [(S\u1ed1 kh\u00e1ch h\u00e0ng \u0111\u1ea7u k\u1ef3 + S\u1ed1 kh\u00e1ch h\u00e0ng cu\u1ed1i k\u1ef3) \/ 2 ]) x 100&nbsp;&nbsp;<\/strong><\/p>\n\n\n\n<p>V\u00ed d\u1ee5: M\u1ed9t c\u00f4ng ty c\u00f3 s\u1ed1 kh\u00e1ch h\u00e0ng \u0111\u1ea7u k\u1ef3 l\u00e0 1.000. S\u1ed1 kh\u00e1ch h\u00e0ng cu\u1ed1i k\u1ef3 l\u00e0 900. C\u00e1c b\u01b0\u1edbc t\u00ednh Adjusted Churn Rate nh\u01b0 sau:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>T\u00ednh s\u1ed1 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf trong c\u00f9ng k\u1ef3: 1.000 &#8211; 900 = 100<\/li>\n\n\n\n<li>\u00c1p d\u1ee5ng c\u00f4ng th\u1ee9c: (100 \/ [(1.000 + 900) \/ 2 ]) x 100 =&nbsp; 10,5%<\/li>\n<\/ul>\n\n\n\n<p>Nh\u01b0 v\u1eady, Adjusted Churn Rate l\u00e0 10,5%.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-6-seasonal-churn-rate\"><strong>3.6 Seasonal Churn Rate<\/strong><\/h3>\n\n\n\n<p>Seasonal Churn Rate l\u00e0 t\u1ef7 l\u1ec7 m\u1ea5t kh\u00e1ch h\u00e0ng theo m\u00f9a, th\u01b0\u1eddng x\u1ea3y ra trong c\u00e1c ng\u00e0nh c\u00f3 t\u00ednh th\u1eddi v\u1ee5 cao. V\u00ed d\u1ee5, c\u00f4ng vi\u00ean n\u01b0\u1edbc c\u00f3 l\u01b0\u1ee3ng kh\u00e1ch t\u0103ng m\u1ea1nh v\u00e0o m\u00f9a h\u00e8 nh\u01b0ng kinh doanh tr\u1ea7m l\u1eafng v\u00e0o m\u00f9a \u0111\u00f4ng. T\u1ef7 l\u1ec7 n\u00e0y gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 s\u1ef1 thay \u0111\u1ed5i h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng theo t\u1eebng th\u1eddi \u0111i\u1ec3m trong n\u0103m, t\u1eeb \u0111\u00f3 x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p \u0111\u1ec3 duy tr\u00ec doanh thu v\u00e0 t\u0103ng c\u01b0\u1eddng ho\u1ea1t \u0111\u1ed9ng kinh doanh trong m\u00f9a th\u1ea5p \u0111i\u1ec3m.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\">C\u00f4ng th\u1ee9c: <strong>Seasonal Churn Rate (%) = (S\u1ed1 kh\u00e1ch h\u00e0ng b\u1ecb m\u1ea5t trong m\u1ed9t m\u00f9a \/ S\u1ed1 kh\u00e1ch h\u00e0ng trung b\u00ecnh trong m\u00f9a \u0111\u00f3) \u00d7 100<\/strong><\/p>\n\n\n\n<p>V\u00ed d\u1ee5: M\u1ed9t c\u00f4ng ty \u0111\u00e3 m\u1ea5t 25 kh\u00e1ch h\u00e0ng trong m\u00f9a h\u00e8 v\u00e0 c\u00f3 trung b\u00ecnh 500 kh\u00e1ch h\u00e0ng trong c\u00f9ng th\u1eddi gian \u0111\u00f3. \u00c1p d\u1ee5ng c\u00f4ng th\u1ee9c tr\u00ean ta c\u00f3: 25 \u00f7 500 x 100 = 5%<\/p>\n\n\n\n<p>Nh\u01b0 v\u1eady, t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf c\u00f4ng ty n\u00e0y trong m\u00f9a h\u00e8 l\u00e0 5%.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cach-tinh-churn-rate-1024x683.webp\" alt=\"C\u00f4ng th\u1ee9c t\u00ednh churn rate\" class=\"wp-image-14228\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cach-tinh-churn-rate-1024x683.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cach-tinh-churn-rate-300x200.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cach-tinh-churn-rate-768x512.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cach-tinh-churn-rate-1536x1024.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cach-tinh-churn-rate.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-lam-sao-tinh-churn-rate-nhanh-chong-va-chinh-xac-nh\u1ea5t\"><strong>4. L\u00e0m sao t\u00ednh Churn Rate nhanh ch\u00f3ng v\u00e0 ch\u00ednh x\u00e1c nh\u1ea5t?<\/strong><\/h2>\n\n\n\n<p>C\u00f3 th\u1ec3 th\u1ea5y r\u1eb1ng, t\u00ednh to\u00e1n churn rate kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t \u0111i\u1ec1u qu\u00e1 kh\u00f3 kh\u0103n. Tuy nhi\u00ean, v\u1edbi nh\u1eefng doanh nghi\u1ec7p c\u00f3 c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng l\u1edbn, dao \u0111\u1ed9ng li\u00ean t\u1ee5c ho\u1eb7c nhi\u1ec1u ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng, vi\u1ec7c t\u00ednh to\u00e1n th\u1ee7 c\u00f4ng c\u00f3 th\u1ec3 t\u1ed1n nhi\u1ec1u th\u1eddi gian v\u00e0 d\u1ec5 x\u1ea3y ra sai s\u00f3t. Thay v\u00e0o \u0111\u00f3, \u0111\u1ec3 n\u00e2ng cao \u0111\u1ed9 ch\u00ednh x\u00e1c v\u00e0 ti\u1ebft ki\u1ec7m th\u1eddi gian, doanh nghi\u1ec7p c\u00f3 th\u1ec3 c\u00e2n nh\u1eafc s\u1eed d\u1ee5ng m\u1ed9t n\u1ec1n t\u1ea3ng qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng to\u00e0n di\u1ec7n nh\u01b0 ph\u1ea7n m\u1ec1m Base CRM.<\/p>\n\n\n\n<p><a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Base CRM<\/strong><\/a> mang \u0111\u1ebfn kh\u1ea3 n\u0103ng t\u1ef1 \u0111\u1ed9ng h\u00f3a ho\u00e0n to\u00e0n quy tr\u00ecnh thu th\u1eadp, qu\u1ea3n l\u00fd v\u00e0 theo d\u00f5i d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng. V\u1edbi ph\u1ea7n m\u1ec1m n\u00e0y, doanh nghi\u1ec7p ch\u1ec9 c\u1ea7n ch\u1ecdn khung th\u1eddi gian trong qu\u00e1 kh\u1ee9 ho\u1eb7c theo d\u00f5i li\u00ean t\u1ee5c theo th\u1eddi gian th\u1ef1c \u0111\u1ec3 nh\u1eadn b\u00e1o c\u00e1o churn rate trong t\u00edc t\u1eafc.<\/p>\n\n\n\n<p>Ngo\u00e0i churn rate, Base CRM c\u00f2n cung c\u1ea5p b\u00e1o c\u00e1o tr\u1ef1c quan nhi\u1ec1u l\u00e1t c\u1eaft c\u1ee7a c\u00e1c ch\u1ec9 s\u1ed1 quan tr\u1ecdng nh\u01b0 CAC (Chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng), MRR (Doanh thu \u0111\u1ecbnh k\u1ef3 h\u00e0ng th\u00e1ng), CSAT (M\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng) v\u00e0 nhi\u1ec1u KPI kh\u00e1c. T\u1eeb \u0111\u00f3, h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 t\u1ed1i \u01b0u doanh thu th\u00edch h\u1ee3p v\u1edbi t\u00ecnh h\u00ecnh th\u1ef1c t\u1ebf.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"457\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-2-1024x457.jpg\" alt=\"Base CRM\" class=\"wp-image-13979\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-2-1024x457.jpg 1024w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-2-300x134.jpg 300w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-2-768x343.jpg 768w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-2-1536x686.jpg 1536w, https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-2-2048x914.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-b\u1eadt-mi-6-cach-c\u1ea3i-thi\u1ec7n-t\u1ef7-l\u1ec7-khach-hang-r\u1eddi-di\"><strong>5. B\u1eadt m\u00ed 6 c\u00e1ch c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-1-phan-tich-nguyen-nhan-khach-hang-r\u1eddi-di\"><strong>5.1 Ph\u00e2n t\u00edch nguy\u00ean nh\u00e2n kh\u00e1ch h\u00e0ng r\u1eddi \u0111i<\/strong><\/h3>\n\n\n\n<p>Tr\u01b0\u1edbc khi t\u00ecm c\u00e1c gi\u1ea3i ph\u00e1p c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf, doanh nghi\u1ec7p c\u1ea7n x\u00e1c \u0111\u1ecbnh r\u00f5 l\u00fd do khi\u1ebfn h\u1ecd ng\u1eebng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 l\u00e0 g\u00ec. M\u1eb7c d\u00f9 kh\u00f4ng c\u00f3 &#8220;c\u00e2u tr\u1ea3 l\u1eddi ho\u00e0n h\u1ea3o&#8221; n\u00e0o cho v\u1ea5n \u0111\u1ec1 n\u00e0y, nh\u01b0ng nh\u00ecn chung c\u00f3 m\u1ed9t s\u1ed1 nguy\u00ean nh\u00e2n ph\u1ed5 bi\u1ebfn m\u00e0 doanh nghi\u1ec7p c\u1ea7n ch\u00fa \u00fd:<\/p>\n\n\n\n<p><strong>\u2013 S\u1ea3n ph\u1ea9m kh\u00f4ng c\u00f2n gi\u00e1 tr\u1ecb \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng: <\/strong>Nh\u1eefng y\u1ebfu t\u1ed1 ban \u0111\u1ea7u thu h\u00fat kh\u00e1ch h\u00e0ng v\u00e0 th\u00fac \u0111\u1ea9y h\u1ecd s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m kh\u00f4ng c\u00f2n ph\u00f9 h\u1ee3p. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 do s\u1ef1 thay \u0111\u1ed5i trong nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng ho\u1eb7c b\u1eaft ngu\u1ed3n t\u1eeb ch\u00ednh s\u1ea3n ph\u1ea9m. V\u00ed d\u1ee5: V\u00ec th\u00edch m\u1ed9t b\u1ed9 phim m\u00e0 kh\u00e1ch h\u00e0ng \u0111\u0103ng k\u00fd g\u00f3i xem phim tr\u1ef1c tuy\u1ebfn. Khi b\u1ed9 phim k\u1ebft th\u00fac c\u0169ng l\u00e0 l\u00fac kh\u00e1ch h\u00e0ng kh\u00f4ng c\u00f2n nhu c\u1ea7u gia h\u1ea1n d\u1ecbch v\u1ee5.<\/p>\n\n\n\n<p><strong>\u2013 Gi\u00e1 tr\u1ecb kh\u00f4ng t\u01b0\u01a1ng x\u1ee9ng v\u1edbi chi ph\u00ed: <\/strong>Kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y gi\u00e1 tr\u1ecb nh\u1eadn \u0111\u01b0\u1ee3c t\u1eeb s\u1ea3n ph\u1ea9m kh\u00f4ng x\u1ee9ng \u0111\u00e1ng v\u1edbi s\u1ed1 ti\u1ec1n h\u1ecd ph\u1ea3i chi tr\u1ea3. V\u00ed d\u1ee5: M\u1ed9t d\u1ecbch v\u1ee5 truy\u1ec1n h\u00ecnh c\u00e1p t\u0103ng gi\u00e1 g\u00f3i c\u01b0\u1edbc nh\u01b0ng kh\u00f4ng b\u1ed5 sung n\u1ed9i dung m\u1edbi h\u1ea5p d\u1eabn h\u01a1n.<\/p>\n\n\n\n<p><strong>\u2013 Chuy\u1ec3n sang gi\u1ea3i ph\u00e1p thay th\u1ebf: <\/strong>Kh\u00e1ch h\u00e0ng t\u00ecm th\u1ea5y c\u00e1c l\u1ef1a ch\u1ecdn thay th\u1ebf t\u1ed1t h\u01a1n, r\u1ebb h\u01a1n ho\u1eb7c mi\u1ec5n ph\u00ed.<\/p>\n\n\n\n<p><strong>\u2013 Danh ti\u1ebfng c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u b\u1ecb s\u1ee5t gi\u1ea3m: <\/strong>D\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng k\u00e9m ho\u1eb7c c\u00f4ng ty c\u00f3 h\u00ecnh \u1ea3nh ti\u00eau c\u1ef1c c\u0169ng l\u00e0 nguy\u00ean nh\u00e2n khi\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf. V\u00ed d\u1ee5, m\u1ed9t n\u1ec1n t\u1ea3ng m\u1ea1ng x\u00e3 h\u1ed9i m\u1ea5t ng\u01b0\u1eddi d\u00f9ng v\u00ec vi ph\u1ea1m d\u1eef li\u1ec7u ri\u00eang t\u01b0 nghi\u00eam tr\u1ecdng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-2-c\u1ea3i-ti\u1ebfn-quy-trinh-chao-don-khach-hang-m\u1edbi\"><strong>5.2 C\u1ea3i ti\u1ebfn quy tr\u00ecnh ch\u00e0o \u0111\u00f3n kh\u00e1ch h\u00e0ng m\u1edbi<\/strong><\/h3>\n\n\n\n<p>Doanh nghi\u1ec7p c\u00f3 th\u1ec3 h\u1ea1n ch\u1ebf kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf ngay t\u1eeb khi h\u1ecd b\u1eaft \u0111\u1ea7u s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 b\u1eb1ng c\u00e1ch x\u00e2y d\u1ef1ng m\u1ed9t quy tr\u00ecnh ch\u00e0o \u0111\u00f3n chu \u0111\u00e1o v\u00e0 t\u1eadn t\u00e2m. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 tips \u0111\u1ec3 t\u1ea1o \u1ea5n t\u01b0\u1ee3ng t\u1ed1t v\u00e0 g\u1eafn k\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng m\u1edbi:<\/p>\n\n\n\n<p>\u2013 G\u1eedi email ch\u00e0o m\u1eebng c\u00e1 nh\u00e2n h\u00f3a ngay khi kh\u00e1ch h\u00e0ng \u0111\u0103ng k\u00fd ho\u1eb7c b\u1eaft \u0111\u1ea7u s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m. V\u00ed d\u1ee5: M\u1ed9t \u1ee9ng d\u1ee5ng h\u1ecdc ti\u1ebfng Anh c\u00f3 th\u1ec3 g\u1eedi email ch\u00e0o m\u1eebng h\u1ecdc vi\u00ean m\u1edbi k\u00e8m theo h\u01b0\u1edbng d\u1eabn ch\u1ecdn ch\u01b0\u01a1ng tr\u00ecnh h\u1ecdc ph\u00f9 h\u1ee3p ho\u1eb7c k\u00e8m \u01b0u \u0111\u00e3i \u0111\u1ec3 khuy\u1ebfn kh\u00edch tr\u1ea3i nghi\u1ec7m n\u00e2ng cao.<\/p>\n\n\n\n<p>\u2013 Cung c\u1ea5p d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 tr\u1ef1c tuy\u1ebfn \u0111\u1ec3 khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng tr\u00f2 chuy\u1ec7n v\u1edbi \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c. Th\u00f4ng qua \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 hi\u1ec3u r\u00f5 k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng. V\u00ed d\u1ee5: M\u1ed9t ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd d\u1ef1 \u00e1n c\u00f3 th\u1ec3 t\u1ed5 ch\u1ee9c bu\u1ed5i onboarding 1:1 tr\u1ef1c tuy\u1ebfn \u0111\u1ec3 h\u01b0\u1edbng d\u1eabn kh\u00e1ch h\u00e0ng thi\u1ebft l\u1eadp t\u00e0i kho\u1ea3n v\u00e0 gi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc c\u1ee5 th\u1ec3.<\/p>\n\n\n\n<p>\u2013 X\u00e2y d\u1ef1ng n\u1ed9i dung gi\u00e1o d\u1ee5c h\u1eefu \u00edch, h\u01b0\u1edbng d\u1eabn kh\u00e1ch h\u00e0ng t\u1eadn d\u1ee5ng t\u1ed1i \u0111a s\u1ea3n ph\u1ea9m th\u00f4ng qua c\u00e1c b\u00e0i vi\u1ebft blog, video h\u01b0\u1edbng d\u1eabn v\u00e0 b\u00e0i \u0111\u0103ng tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. V\u00ed d\u1ee5: M\u1ed9t c\u00f4ng ty SaaS c\u00f3 th\u1ec3 s\u1ea3n xu\u1ea5t lo\u1ea1t video tr\u00ean YouTube, h\u01b0\u1edbng d\u1eabn c\u00e1ch s\u1eed d\u1ee5ng t\u1eebng t\u00ednh n\u0103ng c\u1ee7a ph\u1ea7n m\u1ec1m v\u00e0 \u0111\u01b0a ra m\u1eb9o n\u00e2ng cao n\u0103ng su\u1ea5t.<\/p>\n\n\n\n<p>\u2013 Khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng tham gia v\u00e0o c\u00e1c c\u1ed9ng \u0111\u1ed3ng ho\u1eb7c di\u1ec5n \u0111\u00e0n tr\u1ef1c tuy\u1ebfn \u0111\u1ec3 chia s\u1ebb kinh nghi\u1ec7m v\u00e0 h\u1ecdc h\u1ecfi l\u1eabn nhau. V\u00ed d\u1ee5: M\u1ed9t nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 fitness c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng nh\u00f3m Facebook n\u01a1i kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 chia s\u1ebb h\u00e0nh tr\u00ecnh luy\u1ec7n t\u1eadp v\u00e0 nh\u1eadn h\u1ed7 tr\u1ee3 t\u1eeb chuy\u00ean gia.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-3-tang-c\u01b0\u1eddng-dao-t\u1ea1o-d\u1ed9i-ngu-ban-hang-va-cham-soc-khach-hang\"><strong>5.3 T\u0103ng c\u01b0\u1eddng \u0111\u00e0o t\u1ea1o \u0111\u1ed9i ng\u0169 b\u00e1n h\u00e0ng v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/strong><\/h3>\n\n\n\n<p>M\u1ed9t \u0111\u1ed9i ng\u0169 b\u00e1n h\u00e0ng v\u00e0 h\u1ed7 tr\u1ee3 \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o b\u00e0i b\u1ea3n kh\u00f4ng ch\u1ec9 th\u00fac \u0111\u1ea9y doanh thu m\u00e0 c\u00f2n \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng. Khi nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng cung c\u1ea5p th\u00f4ng tin ch\u00ednh x\u00e1c v\u1ec1 gi\u00e1 tr\u1ecb c\u1ee7a s\u1ea3n ph\u1ea9m v\u00e0 \u0111\u1ed9i ng\u0169 h\u1ed7 tr\u1ee3 x\u1eed l\u00fd hi\u1ec7u qu\u1ea3 m\u1ecdi v\u1ea5n \u0111\u1ec1, kh\u00e1ch h\u00e0ng s\u1ebd c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c t\u00f4n tr\u1ecdng v\u00e0 tin t\u01b0\u1edfng h\u01a1n.<\/p>\n\n\n\n<p>Tr\u01b0\u1edbc h\u1ebft, nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng c\u1ea7n hi\u1ec3u r\u00f5 s\u1ea3n ph\u1ea9m v\u00e0 truy\u1ec1n \u0111\u1ea1t \u0111\u00fang gi\u00e1 tr\u1ecb \u0111\u1ec3 kh\u00e1ch h\u00e0ng kh\u00f4ng c\u1ea3m th\u1ea5y b\u1ecb ph\u00f3ng \u0111\u1ea1i ho\u1eb7c l\u1eeba g\u1ea1t. N\u00ean t\u1eadp trung v\u00e0o c\u00e1c t\u00ednh n\u0103ng n\u1ed5i b\u1eadt nh\u1ea5t, ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng, thay v\u00ec qu\u1ea3ng c\u00e1o t\u1ea5t c\u1ea3 c\u00e1c ch\u1ee9c n\u0103ng nh\u01b0ng l\u1ea1i kh\u00f4ng c\u1ea7n thi\u1ebft.<\/p>\n\n\n\n<p>B\u00ean c\u1ea1nh \u0111\u00f3, doanh nghi\u1ec7p c\u1ea7n \u0111\u1ecbnh k\u1ef3 t\u1ed5 ch\u1ee9c c\u00e1c bu\u1ed5i \u0111\u00e0o t\u1ea1o v\u1ec1 c\u00e1ch gi\u1ea3i quy\u1ebft c\u00e1c khi\u1ebfu n\u1ea1i ph\u1ed5 bi\u1ebfn, nh\u01b0 giao h\u00e0ng tr\u1ec5 ho\u1eb7c ho\u00e0n ti\u1ec1n, \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng lu\u00f4n h\u00e0i l\u00f2ng v\u1edbi l\u1eddi gi\u1ea3i \u0111\u00e1p c\u1ee7a nh\u00e2n vi\u00ean.<\/p>\n\n\n\n<p>Ngo\u00e0i ra, doanh nghi\u1ec7p c\u00f3 th\u1ec3 cung c\u1ea5p th\u01b0 vi\u1ec7n tr\u1ef1c tuy\u1ebfn, bao g\u1ed3m c\u00e1c t\u00e0i li\u1ec7u b\u00e1n h\u00e0ng, th\u00f4ng s\u1ed1 s\u1ea3n ph\u1ea9m, quy tr\u00ecnh ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng, \u0111\u1ec3 gi\u00fap nh\u00e2n vi\u00ean ch\u1ee7 \u0111\u1ed9ng h\u1ecdc t\u1eadp m\u1ecdi l\u00fac, m\u1ecdi n\u01a1i.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-4-thu-th\u1eadp-y-ki\u1ebfn-c\u1ee7a-khach-hang-va-c\u1ea3i-ti\u1ebfn-s\u1ea3n-ph\u1ea9m-ho\u1eb7c-d\u1ecbch-v\u1ee5\"><strong>5.4 Thu th\u1eadp \u00fd ki\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5<\/strong><\/h3>\n\n\n\n<p>Y\u00eau c\u1ea7u kh\u00e1ch h\u00e0ng cho \u00fd ki\u1ebfn v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 l\u00e0 c\u00e1ch thi\u1ebft th\u1ef1c \u0111\u1ec3 doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u00e0 can thi\u1ec7p k\u1ecbp th\u1eddi \u0111\u1ec3 ng\u0103n ch\u1eb7n nguy c\u01a1 r\u1eddi b\u1ecf. Tuy nhi\u00ean, \u0111i\u1ec1u n\u00e0y kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 t\u1ea1o \u00e1p l\u1ef1c l\u00ean kh\u00e1ch h\u00e0ng b\u1eb1ng t\u1ea7n su\u1ea5t y\u00eau c\u1ea7u ph\u1ea3n h\u1ed3i d\u00e0y \u0111\u1eb7c. Thay v\u00e0o \u0111\u00f3, nh\u1eefng th\u1eddi \u0111i\u1ec3m \u201cv\u00e0ng\u201d \u0111\u1ec3 kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng l\u00e0:<\/p>\n\n\n\n<p><strong>\u2013 Khi kh\u00e1ch h\u00e0ng c\u00f3 nguy c\u01a1 r\u1eddi b\u1ecf:<\/strong> Gi\u1ea3 s\u1eed, d\u1eef li\u1ec7u cho th\u1ea5y kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 r\u1eddi \u0111i sau 15 ng\u00e0y kh\u00f4ng s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, h\u00e3y ch\u1ee7 \u0111\u1ed9ng y\u00eau c\u1ea7u ph\u1ea3n h\u1ed3i v\u00e0o ng\u00e0y th\u1ee9 10. V\u00ed d\u1ee5, g\u1eedi m\u1ed9t email th\u00e2n thi\u1ec7n h\u1ecfi v\u1ec1 l\u00fd do h\u1ecd kh\u00f4ng \u0111\u0103ng nh\u1eadp g\u1ea7n \u0111\u00e2y v\u00e0 \u0111\u1ec1 xu\u1ea5t c\u00e1c t\u00ednh n\u0103ng h\u1eefu \u00edch \u0111\u1ec3 thu h\u00fat h\u1ecd quay l\u1ea1i.<\/p>\n\n\n\n<p><strong>\u2013 Khi kh\u00e1ch h\u00e0ng \u0111\u1ea1t c\u1ed9t m\u1ed1c quan tr\u1ecdng:<\/strong> Ch\u1eb3ng h\u1ea1n nh\u01b0 kh\u00e1ch h\u00e0ng k\u1ebft th\u00fac th\u1eddi gian d\u00f9ng th\u1eed s\u1ea3n ph\u1ea9m ho\u1eb7c kh\u00e1ch h\u00e0ng v\u1eeba nh\u1eadn \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 ho\u00e0n\/tr\u1ea3 s\u1ea3n ph\u1ea9m. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u1eb7t c\u00e1c c\u00e2u h\u1ecfi kh\u1ea3o s\u00e1t theo <a href=\"https:\/\/base.vn\/blog\/thang-do-likert\/\" target=\"_blank\" rel=\"noreferrer noopener\">thang \u0111o Likert<\/a> v\u00e0 t\u00ednh <a href=\"https:\/\/base.vn\/blog\/csat-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT)<\/a> \u0111\u1ec3 hi\u1ec3u th\u00eam v\u1ec1 c\u1ea3m nh\u1eadn c\u1ee7a h\u1ecd, \u0111\u1ed3ng th\u1eddi \u0111\u1ec1 ra ph\u01b0\u01a1ng \u00e1n c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5.<\/p>\n\n\n\n<p>Ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng \u0111\u00f4i khi xu\u1ea5t hi\u1ec7n d\u01b0\u1edbi d\u1ea1ng ph\u00e0n n\u00e0n ho\u1eb7c \u0111\u00e1nh gi\u00e1 ti\u00eau c\u1ef1c. Trong nh\u1eefng tr\u01b0\u1eddng h\u1ee3p n\u00e0y, t\u1ed1c \u0111\u1ed9 v\u00e0 s\u1ef1 t\u1eadn t\u00e2m trong ph\u1ea3n h\u1ed3i l\u00e0 ch\u00eca kh\u00f3a. V\u00ed d\u1ee5: n\u1ebfu kh\u00e1ch h\u00e0ng \u0111\u1ec3 l\u1ea1i m\u1ed9t \u0111\u00e1nh gi\u00e1 kh\u00f4ng h\u00e0i l\u00f2ng v\u1ec1 d\u1ecbch v\u1ee5 tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, h\u00e3y ngay l\u1eadp t\u1ee9c g\u1eedi l\u1eddi xin l\u1ed7i v\u00e0 \u0111\u1ec1 ngh\u1ecb gi\u1ea3i ph\u00e1p c\u1ee5 th\u1ec3 \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-5-cung-c\u1ea5p-d\u1eb7c-quy\u1ec1n-cho-khach-hang-hi\u1ec7n-t\u1ea1i\"><strong>5.5 Cung c\u1ea5p \u0111\u1eb7c quy\u1ec1n cho kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i<\/strong><\/h3>\n\n\n\n<p>M\u1ed9t chi\u1ebfn l\u01b0\u1ee3c kinh doanh d\u00f9 ho\u00e0n h\u1ea3o \u0111\u1ebfn \u0111\u00e2u th\u00ec c\u0169ng kh\u00f3 c\u00f3 th\u1ec3 \u0111\u01b0a churn rate v\u1ec1 con s\u1ed1 \u201c0\u201d. V\u00ec v\u1eady, t\u1eadp trung ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i l\u00e0 m\u1ed9t trong nh\u1eefng c\u00e1ch thi\u1ebft th\u1ef1c nh\u1ea5t \u0111\u1ec3 gi\u1ea3m thi\u1ec3u t\u00e1c \u0111\u1ed9ng ti\u00eau c\u1ef1c c\u1ee7a churn rate.<\/p>\n\n\n\n<p>H\u00e3y tri \u00e2n kh\u00e1ch h\u00e0ng trung th\u00e0nh b\u1eb1ng c\u00e1c \u01b0u \u0111\u00e3i nh\u01b0 chi\u1ebft kh\u1ea5u, quy\u1ec1n truy c\u1eadp s\u1edbm v\u00e0o s\u1ea3n ph\u1ea9m m\u1edbi ho\u1eb7c m\u1ee9c gi\u00e1 \u0111\u1eb7c bi\u1ec7t. V\u00ed d\u1ee5: cung c\u1ea5p voucher 10% cho nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00e3 g\u1eafn b\u00f3 tr\u00ean 1 n\u0103m ho\u1eb7c t\u1eb7ng ph\u1ea7n th\u01b0\u1edfng khi h\u1ecd \u0111\u1ea1t m\u1ed9t m\u1ed1c chi ti\u00eau nh\u1ea5t \u0111\u1ecbnh.<\/p>\n\n\n\n<p>N\u1ebfu doanh nghi\u1ec7p kinh doanh \u0111a d\u1ea1ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, h\u00e3y tri\u1ec3n khai chi\u1ebfn l\u01b0\u1ee3c b\u00e1n th\u00eam (upsell) ho\u1eb7c b\u00e1n ch\u00e9o (cross-sell). V\u00ed d\u1ee5: m\u1ed9t kh\u00e1ch h\u00e0ng \u0111\u00e3 mua g\u00f3i d\u1ecbch v\u1ee5 c\u01a1 b\u1ea3n c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c gi\u1edbi thi\u1ec7u g\u00f3i cao c\u1ea5p v\u1edbi nh\u1eefng t\u00ednh n\u0103ng ph\u00f9 h\u1ee3p h\u01a1n, ho\u1eb7c k\u00e8m th\u00eam \u01b0u \u0111\u00e3i \u0111\u1ed9c quy\u1ec1n. \u0110i\u1ec1u n\u00e0y s\u1ebd gi\u00fap t\u0103ng gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng (CLV).<\/p>\n\n\n\n<p>Nh\u00ecn chung, CLV c\u00e0ng l\u1edbn, th\u00ec t\u00e1c \u0111\u1ed9ng c\u1ee7a churn rate \u0111\u1ed1i v\u1edbi l\u1ee3i nhu\u1eadn s\u1ebd c\u00e0ng nh\u1ecf. \u0110\u1ea7u t\u01b0 v\u00e0o c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh kh\u00f4ng ch\u1ec9 gi\u00fap kh\u00e1ch h\u00e0ng \u1edf l\u1ea1i l\u00e2u h\u01a1n m\u00e0 c\u00f2n t\u0103ng l\u1ee3i nhu\u1eadn d\u00e0i h\u1ea1n c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-6-s\u1eed-d\u1ee5ng-cong-c\u1ee5-qu\u1ea3n-ly-khach-hang-toan-di\u1ec7n\"><strong>5.6 S\u1eed d\u1ee5ng c\u00f4ng c\u1ee5 qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng to\u00e0n di\u1ec7n<\/strong><\/h3>\n\n\n\n<p><a href=\"https:\/\/base.vn\/blog\/phan-mem-crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">Ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng (CRM)<\/a> gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u h\u00f3a vi\u1ec7c theo d\u00f5i v\u00e0 qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 t\u1ea1o c\u01a1 s\u1edf cho c\u00e1c chi\u1ebfn l\u01b0\u1ee3c t\u01b0\u01a1ng t\u00e1c hi\u1ec7u qu\u1ea3 nh\u1eb1m t\u0103ng c\u01b0\u1eddng s\u1ef1 g\u1eafn k\u1ebft v\u00e0 gi\u1ea3m t\u1ef7 l\u1ec7 r\u1eddi b\u1ecf.<\/p>\n\n\n\n<p>V\u1edbi Base CRM, qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 gi\u00e1m s\u00e1t \u0111\u01b0\u1eddng \u1ed1ng b\u00e1n h\u00e0ng m\u00e0 c\u00f2n m\u1edf r\u1ed9ng th\u00e0nh m\u1ed9t n\u1ec1n t\u1ea3ng v\u1eadn h\u00e0nh kinh doanh to\u00e0n di\u1ec7n khi t\u00edch h\u1ee3p 4 tr\u1ee5 c\u1ed9t ch\u00ednh:<\/p>\n\n\n\n<p><strong>\u2013 Qu\u1ea3n l\u00fd b\u00e1n h\u00e0ng (Sales):<\/strong> Theo d\u00f5i s\u00e1t sao to\u00e0n b\u1ed9 \u0111\u01b0\u1eddng \u1ed1ng b\u00e1n h\u00e0ng (sales pipeline) v\u1edbi c\u00e1c t\u00ednh n\u0103ng t\u1ef1 \u0111\u1ed9ng nh\u01b0 g\u1ecdi \u0111i\u1ec7n, g\u1eedi email, t\u1ed5 ch\u1ee9c cu\u1ed9c h\u1ecdp, v\u00e0 ch\u1ea5m \u0111i\u1ec3m ti\u1ec1m n\u0103ng kh\u00e1ch h\u00e0ng. M\u1ecdi t\u01b0\u01a1ng t\u00e1c gi\u1eefa nh\u00e2n vi\u00ean v\u00e0 kh\u00e1ch h\u00e0ng \u0111\u1ec1u \u0111\u01b0\u1ee3c ghi nh\u1eadn chi ti\u1ebft, t\u1eeb \u0111\u00f3 t\u1ea1o ra c\u00e1c b\u00e1o c\u00e1o v\u00e0 ph\u00e2n t\u00edch chuy\u00ean s\u00e2u \u0111\u1ec3 c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3 b\u00e1n h\u00e0ng.<\/p>\n\n\n\n<p><strong>\u2013 Qu\u1ea3n l\u00fd s\u1ea3n ph\u1ea9m (Product):<\/strong> X\u00e2y d\u1ef1ng kho t\u00e0i nguy\u00ean t\u1eadp trung \u0111\u1ec3 cung c\u1ea5p th\u00f4ng tin s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 cho c\u1ea3 nh\u00e2n vi\u00ean v\u00e0 kh\u00e1ch h\u00e0ng. \u0110i\u1ec1u n\u00e0y gi\u00fap \u0111\u1ed9i ng\u0169 kinh doanh v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng truy c\u1eadp ki\u1ebfn th\u1ee9c c\u1ea7n thi\u1ebft, \u0111\u1ea3m b\u1ea3o s\u1ef1 \u0111\u1ed3ng b\u1ed9 trong vi\u1ec7c t\u01b0 v\u1ea5n.<\/p>\n\n\n\n<p><strong>\u2013 Qu\u1ea3n l\u00fd ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng sau b\u00e1n (Services):<\/strong> \u0110\u01a1n gi\u1ea3n h\u00f3a vi\u1ec7c ti\u1ebfp nh\u1eadn v\u00e0 x\u1eed l\u00fd c\u00e1c th\u1eafc m\u1eafc t\u1eeb kh\u00e1ch h\u00e0ng qua c\u00e1c k\u00eanh h\u1ed7 tr\u1ee3 nh\u01b0 chat nhanh ho\u1eb7c ticket ph\u1ea3n h\u1ed3i. H\u1ec7 th\u1ed1ng t\u00edch h\u1ee3p th\u01b0 vi\u1ec7n t\u00e0i li\u1ec7u, gi\u00fap kh\u00e1ch h\u00e0ng t\u1ef1 tra c\u1ee9u th\u00f4ng tin v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 khi c\u1ea7n.<\/p>\n\n\n\n<p><strong>\u2013 Qu\u1ea3n l\u00fd ti\u1ebfp th\u1ecb (Marketing): <\/strong>T\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c chi\u1ebfn d\u1ecbch marketing v\u00e0 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u00f4ng qua email, tin nh\u1eafn SMS; cung c\u1ea5p c\u00e1c b\u00e1o c\u00e1o hi\u1ec7u su\u1ea5t chi ti\u1ebft \u0111\u1ec3 gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u gi\u00e1 tr\u1ecb c\u1ee7a c\u00e1c chi\u1ebfn d\u1ecbch.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-6-nh\u1eefng-cau-h\u1ecfi-th\u01b0\u1eddng-g\u1eb7p-v\u1ec1-churn-rate\"><strong>6. Nh\u1eefng c\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p v\u1ec1 Churn Rate<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-6-1-t\u1ef7-l\u1ec7-churn-rate-bao-nhieu-la-t\u1ed1t\"><strong>6.1 T\u1ef7 l\u1ec7 Churn Rate bao nhi\u00eau l\u00e0 t\u1ed1t?<\/strong><\/h3>\n\n\n\n<p>M\u1ed9t churn rate \u201cch\u1ea5p nh\u1eadn \u0111\u01b0\u1ee3c\u201d th\u01b0\u1eddng ph\u1ee5 thu\u1ed9c v\u00e0o \u0111\u1ecbnh h\u01b0\u1edbng kinh doanh c\u1ee7a m\u1ed7i doanh nghi\u1ec7p v\u00e0 \u0111\u1eb7c th\u00f9 c\u1ee7a ng\u00e0nh. V\u00ed d\u1ee5: <a href=\"https:\/\/www.fool.com\/investing\/2022\/12\/02\/not-even-netflix-can-avoid-this-growing-problem-fo\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Netflix h\u00e0i l\u00f2ng khi c\u00f3 churn rate m\u1ed7i th\u00e1ng d\u01b0\u1edbi 3,5%<\/a>. Trong khi \u0111\u00f3, Apple TV+ c\u00f3 th\u1ec3 ch\u1ea5p nh\u1eadn churn rate h\u00e0ng th\u00e1ng l\u00ean \u0111\u1ebfn 20%.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-6-2-doanh-nghi\u1ec7p-nao-c\u1ea7n-do-l\u01b0\u1eddng-churn-rate\"><strong>6.2 Doanh nghi\u1ec7p n\u00e0o c\u1ea7n \u0111o l\u01b0\u1eddng Churn Rate?<\/strong><\/h3>\n\n\n\n<p>Vi\u1ec7c \u0111o l\u01b0\u1eddng t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf c\u00f3 \u00fd ngh\u0129a quan tr\u1ecdng trong ho\u1ea1t \u0111\u1ed9ng kinh doanh c\u1ee7a h\u1ea7u h\u1ebft c\u00e1c doanh nghi\u1ec7p, nh\u1ea5t l\u00e0 c\u00e1c doanh nghi\u1ec7p:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Kinh doanh theo h\u1ee3p \u0111\u1ed3ng ho\u1eb7c thu ph\u00ed h\u00e0ng th\u00e1ng;&nbsp;<\/li>\n\n\n\n<li>Kinh doanh theo m\u00f4 h\u00ecnh d\u1ecbch v\u1ee5 thu\u00ea bao;<\/li>\n\n\n\n<li>Kinh doanh ng\u00e0nh vi\u1ec5n th\u00f4ng, game, c\u00f4ng ngh\u1ec7, \u1ee9ng d\u1ee5ng tr\u00ean \u0111i\u1ec7n tho\u1ea1i;<\/li>\n\n\n\n<li>Kinh doanh ng\u00e0nh t\u00e0i ch\u00ednh \u2013 ng\u00e2n h\u00e0ng, ch\u0103m s\u00f3c s\u1ee9c kh\u1ecfe, th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed, du l\u1ecbch v\u00e0 l\u1eef h\u00e0nh.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-6-3-s\u1ef1-khac-bi\u1ec7t-gi\u1eefa-t\u1ef7-l\u1ec7-attrition-va-churn-la-gi\"><strong>6.3 S\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa t\u1ef7 l\u1ec7 \u201cattrition\u201d v\u00e0 \u201cchurn\u201d l\u00e0 g\u00ec?<\/strong><\/h3>\n\n\n\n<p>Attrition \u0111\u1ec1 c\u1eadp \u0111\u1ebfn vi\u1ec7c gi\u1ea3m s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch t\u1ef1 nhi\u00ean do c\u00e1c l\u00fd do kh\u00e1ch quan, kh\u00f4ng xu\u1ea5t ph\u00e1t t\u1eeb ph\u00eda doanh nghi\u1ec7p, ch\u1eb3ng h\u1ea1n nh\u01b0 kh\u00e1ch h\u00e0ng ngh\u1ec9 h\u01b0u ho\u1eb7c nhu c\u1ea7u thay \u0111\u1ed5i theo th\u1eddi gian. Churn th\u00ec ng\u01b0\u1ee3c l\u1ea1i, x\u1ea3y ra khi kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng ch\u1ea5m d\u1ee9t m\u1ed1i quan h\u1ec7 v\u1edbi doanh nghi\u1ec7p trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh, th\u01b0\u1eddng do nh\u1eefng h\u1ea1n ch\u1ebf ho\u1eb7c thi\u1ebfu s\u00f3t c\u1ee7a s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, v\u00e0 chuy\u1ec3n sang m\u1ed9t gi\u1ea3i ph\u00e1p thay th\u1ebf kh\u00e1c.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-7-k\u1ebft-lu\u1eadn\"><strong>7. K\u1ebft lu\u1eadn<\/strong><\/h2>\n\n\n\n<p>T\u00ednh to\u00e1n t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf (churn rate) c\u00f3 th\u1ec3 l\u00e0 m\u1ed9t nhi\u1ec7m v\u1ee5 \u201ckh\u00f4ng vui\u201d, nh\u01b0ng vi\u1ec7c theo d\u00f5i ch\u1ec9 s\u1ed1 n\u00e0y l\u1ea1i v\u00f4 c\u00f9ng quan tr\u1ecdng \u0111\u1ec3 nh\u1eadn di\u1ec7n c\u00e1c b\u1ea5t \u1ed5n ti\u1ec1m \u1ea9n trong d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. \u0110\u00e2y ch\u00ednh l\u00e0 c\u01a1 s\u1edf \u0111\u1ec3 doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n h\u1ec7 th\u1ed1ng h\u1ed7 tr\u1ee3, n\u00e2ng cao ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, t\u1eeb \u0111\u00f3 gia t\u0103ng t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u00e0 b\u1ea3o v\u1ec7 ngu\u1ed3n doanh thu d\u00e0i h\u1ea1n.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Trong kinh doanh, b\u00ean c\u1ea1nh s\u1ef1 gia t\u0103ng kh\u00e1ch h\u00e0ng m\u1edbi th\u00ec c\u0169ng s\u1ebd c\u00f3 m\u1ed9t s\u1ed1 kh\u00e1ch h\u00e0ng r\u1eddi \u0111i v\u00ec nhi\u1ec1u nguy\u00ean nh\u00e2n kh\u00e1c nhau. S\u1ef1 r\u1eddi \u0111i n\u00e0y \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n qua ch\u1ec9 s\u1ed1 Churn Rate. V\u1eady, c\u1ee5 th\u1ec3 Churn Rate l\u00e0 g\u00ec? L\u00e0m sao \u0111\u1ec3 t\u00ednh v\u00e0 \u0111o l\u01b0\u1eddng ch\u1ec9 s\u1ed1 [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":14223,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[21],"tags":[],"ppma_author":[55],"class_list":["post-14200","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","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>Churn rate l\u00e0 g\u00ec? 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