Ph\u00e2n t\u00edch h\u00e0nh vi kh\u00e1ch h\u00e0ng (Customer Behavior)<\/strong> l\u00e0 qu\u00e1 tr\u00ecnh thu th\u1eadp, t\u1ed5ng h\u1ee3p v\u00e0 \u0111\u00e1nh gi\u00e1 d\u1eef li\u1ec7u v\u1ec1 c\u00e1ch kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a doanh nghi\u1ec7p. M\u1ee5c ti\u00eau ch\u00ednh l\u00e0 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 nh\u1eefng \u0111\u1ed9ng l\u1ef1c v\u00e0 quy\u1ebft \u0111\u1ecbnh ti\u00eau d\u00f9ng c\u1ee7a kh\u00e1ch h\u00e0ng, gi\u00fap doanh nghi\u1ec7p n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c “b\u1ea3n \u0111\u1ed3 h\u00e0nh vi” c\u1ee7a h\u1ecd. Th\u00f4ng qua ph\u00e2n t\u00edch n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 thi\u1ebft k\u1ebf chi\u1ebfn l\u01b0\u1ee3c ph\u00f9 h\u1ee3p, t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 n\u00e2ng cao hi\u1ec7u qu\u1ea3 kinh doanh.<\/p>\n\n\n Ph\u00e2n t\u00edch h\u00e0nh vi kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t c\u00f4ng vi\u1ec7c “c\u00f3 th\u00ec t\u1ed1t”, m\u00e0 th\u1ef1c t\u1ebf, n\u00f3 l\u00e0 y\u1ebfu t\u1ed1 then ch\u1ed1t gi\u00fap doanh nghi\u1ec7p gia t\u0103ng doanh thu, c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng, v\u00e0 t\u1ed1i \u01b0u hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1c l\u00fd do c\u1ee5 th\u1ec3 gi\u1ea3i th\u00edch t\u1ea1i sao ph\u00e2n t\u00edch h\u00e0nh vi kh\u00e1ch h\u00e0ng l\u1ea1i quan tr\u1ecdng:<\/p>\n\n\n\n Vi\u1ec7c ph\u00e2n t\u00edch h\u00e0nh vi kh\u00e1ch h\u00e0ng cho ph\u00e9p doanh nghi\u1ec7p nh\u1eadn di\u1ec7n c\u00e1c m\u00f4 h\u00ecnh v\u00e0 xu h\u01b0\u1edbng ti\u00eau d\u00f9ng, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra d\u1ef1 \u0111o\u00e1n ch\u00ednh x\u00e1c h\u01a1n cho t\u01b0\u01a1ng lai. Hi\u1ec3u r\u00f5 kh\u00e1ch h\u00e0ng<\/a> c\u00f3 xu h\u01b0\u1edbng mua s\u1eafm v\u00e0o th\u1eddi \u0111i\u1ec3m n\u00e0o trong n\u0103m, h\u1ecd b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi nh\u1eefng chi\u1ebfn d\u1ecbch qu\u1ea3ng c\u00e1o n\u00e0o, ho\u1eb7c y\u1ebfu t\u1ed1 n\u00e0o d\u1eabn \u0111\u1ebfn quy\u1ebft \u0111\u1ecbnh t\u1eeb b\u1ecf gi\u1ecf h\u00e0ng l\u00e0 c\u01a1 s\u1edf \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a qu\u00e1 tr\u00ecnh b\u00e1n h\u00e0ng.<\/p>\n\n\n\n Theo kh\u1ea3o s\u00e1t c\u1ee7a Salesforce, 63% ng\u01b0\u1eddi ti\u00eau d\u00f9ng B2C v\u00e0 76% kh\u00e1ch h\u00e0ng B2B k\u1ef3 v\u1ecdng doanh nghi\u1ec7p hi\u1ec3u r\u00f5 nhu c\u1ea7u v\u00e0 mong \u0111\u1ee3i c\u1ee7a h\u1ecd. Vi\u1ec7c ph\u00e2n t\u00edch c\u00e1c m\u1eabu h\u00e0nh vi n\u00e0y gi\u00fap \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng, t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m v\u00e0 th\u00fac \u0111\u1ea9y doanh thu.<\/p>\n\n\n\n Ph\u00e2n t\u00edch h\u00e0nh vi kh\u00e1ch h\u00e0ng l\u00e0 c\u01a1 s\u1edf \u0111\u1ec3 doanh nghi\u1ec7p t\u1ed1i \u01b0u h\u00f3a chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb v\u00e0 \u0111\u1ecbnh v\u1ecb s\u1ea3n ph\u1ea9m t\u1ed1t h\u01a1n. Hi\u1ec3u r\u00f5 ph\u1ea3n \u1ee9ng c\u1ee7a kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc c\u00e1c chi\u1ebfn d\u1ecbch qu\u1ea3ng c\u00e1o s\u1ebd gi\u00fap doanh nghi\u1ec7p \u0111i\u1ec1u ch\u1ec9nh th\u00f4ng \u0111i\u1ec7p, l\u1ef1a ch\u1ecdn k\u00eanh ph\u00e2n ph\u1ed1i ph\u00f9 h\u1ee3p, v\u00e0 ti\u1ebfp c\u1eadn \u0111\u00fang \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau.<\/p>\n\n\n\n Nghi\u00ean c\u1ee9u t\u1eeb Invesp<\/a> ch\u1ec9 ra r\u1eb1ng kh\u1ea3 n\u0103ng b\u00e1n h\u00e0ng th\u00e0nh c\u00f4ng v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i l\u00e0 60-70%, trong khi v\u1edbi kh\u00e1ch h\u00e0ng m\u1edbi ch\u1ec9 l\u00e0 5-20%. <\/p>\n\n\n\n B\u1eb1ng c\u00e1ch ph\u00e2n t\u00edch h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u01b0a ra nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb ph\u00f9 h\u1ee3p \u0111\u1ec3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u0169 v\u00e0 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi hi\u1ec7u qu\u1ea3 h\u01a1n.<\/p>\n\n\n\n C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m d\u1ef1a tr\u00ean customer behavior l\u00e0 m\u1ed9t trong nh\u1eefng y\u1ebfu t\u1ed1 quan tr\u1ecdng gi\u00fap t\u0103ng doanh s\u1ed1. Kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng mong \u0111\u1ee3i c\u00e1c tr\u1ea3i nghi\u1ec7m \u0111\u01b0\u1ee3c t\u00f9y ch\u1ec9nh theo nhu c\u1ea7u c\u00e1 nh\u00e2n, v\u00e0 h\u1ecd s\u1eb5n s\u00e0ng chia s\u1ebb th\u00f4ng tin ph\u1ea3n h\u1ed3i \u0111\u1ec3 gi\u00fap doanh nghi\u1ec7p c\u1ea3i thi\u1ec7n.<\/p>\n\n\n\n Theo kh\u1ea3o s\u00e1t c\u1ee7a Qualtrics<\/a>:<\/p>\n\n\n\n Vi\u1ec7c c\u00e1 nh\u00e2n h\u00f3a kh\u00f4ng ch\u1ec9 gi\u00fap t\u0103ng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng, m\u00e0 c\u00f2n t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh, lo\u1ea1i b\u1ecf c\u00e1c r\u00e0o c\u1ea3n v\u00e0 gia t\u0103ng kh\u1ea3 n\u0103ng chuy\u1ec3n \u0111\u1ed5i.<\/p>\n\n\n\n \u0110\u1ecdc th\u00eam:<\/strong> CX l\u00e0 g\u00ec? Nh\u1eefng y\u1ebfu t\u1ed1 t\u1ea1o n\u00ean tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ho\u00e0n h\u1ea3o<\/a><\/p>\n\n\n\n Ph\u00e2n t\u00edch h\u00e0nh vi kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c nh\u1eefng \u0111i\u1ec3m \u0111au (pain points) trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra c\u00e1c gi\u1ea3i ph\u00e1p t\u1ed1i \u01b0u. \u0110i\u1ec1u n\u00e0y \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng trong vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, b\u1edfi 65% doanh thu c\u1ee7a doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u1ebfn t\u1eeb kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i.<\/p>\n\n\n\n Vi\u1ec7c th\u1ea5u hi\u1ec3u c\u00e1c v\u1ea5n \u0111\u1ec1 m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i, nh\u01b0 c\u00e1c li\u00ean k\u1ebft h\u1ecfng ho\u1eb7c l\u1ed7i k\u1ef9 thu\u1eadt, s\u1ebd gi\u00fap doanh nghi\u1ec7p nhanh ch\u00f3ng kh\u1eafc ph\u1ee5c, gi\u1ea3m thi\u1ec3u s\u1ef1 th\u1ea5t v\u1ecdng v\u00e0 t\u1ea1o ra m\u1ed9t tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch h\u01a1n. Khi kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng v\u00e0 tin t\u01b0\u1edfng, h\u1ecd s\u1ebd c\u00f3 xu h\u01b0\u1edbng trung th\u00e0nh v\u00e0 g\u1eafn b\u00f3 v\u1edbi th\u01b0\u01a1ng hi\u1ec7u l\u00e2u d\u00e0i h\u01a1n.<\/p>\n\n\n Ph\u00e2n t\u00edch h\u00e0nh vi kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh \u0111a b\u01b0\u1edbc, k\u1ebft h\u1ee3p gi\u1eefa vi\u1ec7c thu th\u1eadp d\u1eef li\u1ec7u, ph\u00e2n t\u00edch th\u00f4ng tin v\u00e0 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Sau \u0111\u00e2y l\u00e0 h\u01b0\u1edbng d\u1eabn chi ti\u1ebft cho t\u1eebng b\u01b0\u1edbc:<\/p>\n\n\n\n Ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng l\u00e0 b\u01b0\u1edbc n\u1ec1n t\u1ea3ng trong qu\u00e1 tr\u00ecnh ph\u00e2n t\u00edch h\u00e0nh vi, gi\u00fap doanh nghi\u1ec7p nh\u00f3m c\u00e1c kh\u00e1ch h\u00e0ng c\u00f3 \u0111\u1eb7c \u0111i\u1ec3m t\u01b0\u01a1ng \u0111\u1ed3ng th\u00e0nh t\u1eebng ph\u00e2n kh\u00fac nh\u1ecf. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 h\u1ed7 tr\u1ee3 trong vi\u1ec7c t\u1ed1i \u01b0u h\u00f3a chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb m\u00e0 c\u00f2n c\u1ea3i thi\u1ec7n kh\u1ea3 n\u0103ng d\u1ef1 \u0111o\u00e1n nhu c\u1ea7u v\u00e0 h\u00e0nh vi ti\u00eau d\u00f9ng. Ph\u00e2n kh\u00fac c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n qua hai b\u01b0\u1edbc ch\u00ednh:<\/p>\n\n\n\n B\u01b0\u1edbc 1: Ph\u00e2n t\u00edch nh\u00e2n kh\u1ea9u h\u1ecdc v\u00e0 th\u00f4ng tin c\u00e1 nh\u00e2n<\/strong><\/p>\n\n\n\n \u0110\u1ea7u ti\u00ean, c\u1ea7n t\u1eadp trung v\u00e0o c\u00e1c y\u1ebfu t\u1ed1 nh\u00e2n kh\u1ea9u h\u1ecdc c\u01a1 b\u1ea3n nh\u01b0:<\/p>\n\n\n\n B\u01b0\u1edbc 2: Ph\u00e2n t\u00edch h\u00e0nh vi ti\u00eau d\u00f9ng<\/strong><\/p>\n\n\n\n Ti\u1ebfp theo, c\u1ea7n m\u1edf r\u1ed9ng ph\u00e2n kh\u00fac theo h\u00e0nh vi mua s\u1eafm c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eadp trung v\u00e0o:<\/p>\n\n\n\n V\u00ed d\u1ee5 minh h\u1ecda<\/strong><\/p>\n\n\n\n Gi\u1ea3 s\u1eed m\u1ed9t c\u1eeda h\u00e0ng th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed ph\u00e1t hi\u1ec7n r\u1eb1ng nh\u00f3m kh\u00e1ch h\u00e0ng c\u00f3 gi\u00e1 tr\u1ecb cao nh\u1ea5t th\u01b0\u1eddng l\u00e0 n\u1eef gi\u1edbi t\u1eeb 25-35 tu\u1ed5i, c\u00f3 thu nh\u1eadp trung b\u00ecnh cao, v\u00e0 th\u01b0\u1eddng mua s\u1eafm qua thi\u1ebft b\u1ecb di \u0111\u1ed9ng. Nh\u00f3m n\u00e0y c\u00f3 xu h\u01b0\u1edbng mua c\u00e1c s\u1ea3n ph\u1ea9m m\u1edbi ngay khi ra m\u1eaft v\u00e0 th\u01b0\u1eddng b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi qu\u1ea3ng c\u00e1o tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i. D\u1ef1a v\u00e0o ph\u00e2n t\u00edch n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1eadp trung ph\u00e1t tri\u1ec3n c\u00e1c chi\u1ebfn d\u1ecbch qu\u1ea3ng c\u00e1o d\u00e0nh ri\u00eang cho nh\u00f3m n\u00e0y, nh\u1ea5n m\u1ea1nh v\u00e0o s\u1ea3n ph\u1ea9m m\u1edbi v\u00e0 s\u1eed d\u1ee5ng k\u00eanh m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec3 t\u0103ng t\u01b0\u01a1ng t\u00e1c.<\/p>\n\n\n\n Nh\u1eefng y\u1ebfu t\u1ed1 c\u1ea7n xem x\u00e9t khi ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng:<\/strong><\/p>\n\n\n\n Ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 gi\u00fap doanh nghi\u1ec7p nh\u1eadn di\u1ec7n \u0111\u01b0\u1ee3c c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng ch\u00ednh m\u00e0 c\u00f2n t\u1ea1o n\u1ec1n t\u1ea3ng cho c\u00e1c b\u01b0\u1edbc ph\u00e2n t\u00edch ti\u1ebfp theo, \u0111\u1ea3m b\u1ea3o chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 v\u00e0 c\u00f3 c\u01a1 s\u1edf.<\/p>\n\n\n\n Trong b\u01b0\u1edbc n\u00e0y, vi\u1ec7c thu th\u1eadp d\u1eef li\u1ec7u s\u1ebd gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng n\u1ec1n t\u1ea3ng cho c\u00e1c ph\u00e2n t\u00edch s\u00e2u h\u01a1n v\u1ec1 h\u00e0nh vi kh\u00e1ch h\u00e0ng. \u0110\u1ec3 hi\u1ec3u r\u00f5 nhu c\u1ea7u v\u00e0 xu h\u01b0\u1edbng ti\u00eau d\u00f9ng, doanh nghi\u1ec7p c\u1ea7n t\u1eadp trung v\u00e0o hai lo\u1ea1i d\u1eef li\u1ec7u ch\u00ednh: \u0111\u1ecbnh l\u01b0\u1ee3ng (quantitative data) v\u00e0 \u0111\u1ecbnh t\u00ednh (qualitative data).<\/p>\n\n\n\n D\u1eef li\u1ec7u \u0111\u1ecbnh l\u01b0\u1ee3ng<\/strong><\/p>\n\n\n\n D\u1eef li\u1ec7u \u0111\u1ecbnh l\u01b0\u1ee3ng cung c\u1ea5p c\u00e1c th\u00f4ng tin c\u1ee5 th\u1ec3, \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c, gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 h\u00e0nh vi kh\u00e1ch h\u00e0ng qua c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0:<\/p>\n\n\n\n Nh\u1eefng d\u1eef li\u1ec7u n\u00e0y gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c xu h\u01b0\u1edbng h\u00e0nh vi kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh d\u1ef1a tr\u00ean th\u00f4ng tin th\u1ef1c t\u1ebf.<\/p>\n\n\n\n D\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh<\/strong><\/p>\n\n\n\n D\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh cung c\u1ea5p c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u1ec1 “l\u00fd do”<\/em> kh\u00e1ch h\u00e0ng th\u1ef1c hi\u1ec7n c\u00e1c h\u00e0nh \u0111\u1ed9ng, d\u1ef1a tr\u00ean c\u00e1c ph\u1ea3n h\u1ed3i ch\u1ee7 quan c\u1ee7a h\u1ecd. C\u00e1c ngu\u1ed3n thu th\u1eadp bao g\u1ed3m:<\/p>\n\n\n\n D\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh gi\u00fap l\u00e0m r\u00f5 nh\u1eefng y\u1ebfu t\u1ed1 th\u00fac \u0111\u1ea9y quy\u1ebft \u0111\u1ecbnh mua s\u1eafm, c\u0169ng nh\u01b0 nh\u1eadn di\u1ec7n c\u00e1c v\u1ea5n \u0111\u1ec1 ti\u1ec1m \u1ea9n m\u00e0 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i.<\/p>\n\n\n\n K\u1ebft h\u1ee3p c\u00e1c ngu\u1ed3n d\u1eef li\u1ec7u kh\u00e1c<\/strong><\/p>\n\n\n\n Ngo\u00e0i d\u1eef li\u1ec7u n\u1ed9i b\u1ed9, doanh nghi\u1ec7p c\u0169ng c\u1ea7n thu th\u1eadp th\u00f4ng tin t\u1eeb th\u1ecb tr\u01b0\u1eddng v\u00e0 \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh, \u0111\u1ec3 c\u00f3 c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n h\u01a1n v\u1ec1 h\u00e0nh vi kh\u00e1ch h\u00e0ng. C\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch nh\u01b0 Google Analytics v\u00e0 Qualtrics gi\u00fap doanh nghi\u1ec7p qu\u1ea3n l\u00fd v\u00e0 x\u1eed l\u00fd l\u01b0\u1ee3ng d\u1eef li\u1ec7u l\u1edbn m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3.<\/p>\n\n\n Khi \u0111\u00e3 thu th\u1eadp \u0111\u1ea7y \u0111\u1ee7 d\u1eef li\u1ec7u, b\u01b0\u1edbc ti\u1ebfp theo l\u00e0 ph\u00e2n t\u00edch \u0111\u1ec3 r\u00fat ra c\u00e1c insight v\u1ec1 h\u00e0nh vi kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p c\u1ea7n s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch h\u00e0nh vi, d\u1ef1a tr\u00ean nh\u1eefng d\u1eef li\u1ec7u \u0111\u1ecbnh l\u01b0\u1ee3ng v\u00e0 \u0111\u1ecbnh t\u00ednh \u0111\u00e3 thu th\u1eadp, \u0111\u1ec3 kh\u00e1m ph\u00e1 c\u00e1c m\u1eabu h\u00e0nh vi n\u1ed5i b\u1eadt.<\/p>\n\n\n\n C\u00e1c lo\u1ea1i h\u00e0nh vi ti\u00eau d\u00f9ng<\/strong><\/p>\n\n\n\n Ph\u00e2n t\u00edch d\u1eef li\u1ec7u gi\u00fap nh\u1eadn di\u1ec7n c\u00e1c lo\u1ea1i h\u00e0nh vi ti\u00eau d\u00f9ng ph\u1ed5 bi\u1ebfn, bao g\u1ed3m:<\/p>\n\n\n\n Nh\u1eadn di\u1ec7n c\u00e1c m\u1eabu v\u00e0 xu h\u01b0\u1edbng<\/strong><\/p>\n\n\n\n Vi\u1ec7c so s\u00e1nh c\u00e1c d\u1eef li\u1ec7u \u0111\u1ecbnh l\u01b0\u1ee3ng v\u1edbi c\u00e1c ph\u1ea3n h\u1ed3i \u0111\u1ecbnh t\u00ednh gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh c\u00e1c xu h\u01b0\u1edbng, nh\u01b0:<\/p>\n\n\n\n \u0110\u1ed1i chi\u1ebfu d\u1eef li\u1ec7u \u0111\u1ecbnh l\u01b0\u1ee3ng v\u00e0 \u0111\u1ecbnh t\u00ednh<\/strong><\/p>\n\n\n\n Khi ph\u00e2n t\u00edch, c\u1ea7n \u0111\u1ed1i chi\u1ebfu d\u1eef li\u1ec7u thu th\u1eadp t\u1eeb c\u00e1c kh\u1ea3o s\u00e1t v\u1edbi h\u00e0nh vi th\u1ef1c t\u1ebf. C\u00f3 th\u1ec3 c\u00f3 s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng n\u00f3i<\/em> v\u00e0 nh\u1eefng g\u00ec h\u1ecd th\u1ef1c s\u1ef1 l\u00e0m<\/em>. V\u00ed d\u1ee5, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 n\u00f3i r\u1eb1ng h\u1ecd th\u00edch t\u01b0\u01a1ng t\u00e1c qua m\u1ea1ng x\u00e3 h\u1ed9i, nh\u01b0ng d\u1eef li\u1ec7u cho th\u1ea5y email marketing m\u1edbi l\u00e0 k\u00eanh mang l\u1ea1i nhi\u1ec1u chuy\u1ec3n \u0111\u1ed5i nh\u1ea5t.<\/p>\n\n\n\n Sau khi ph\u00e2n t\u00edch d\u1eef li\u1ec7u h\u00e0nh vi kh\u00e1ch h\u00e0ng, b\u1ea1n s\u1ebd c\u00f3 c\u00e1i nh\u00ecn r\u00f5 r\u00e0ng v\u1ec1 tr\u1ea3i nghi\u1ec7m t\u1ed1i \u01b0u m\u00e0 kh\u00e1ch h\u00e0ng mong mu\u1ed1n v\u00e0 c\u00e1ch th\u1ee9c th\u1ef1c hi\u1ec7n \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u \u0111\u00f3. Qu\u00e1 tr\u00ecnh n\u00e0y gi\u00fap b\u1ea1n \u0111i\u1ec1u ch\u1ec9nh h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/a>, t\u1eeb vi\u1ec7c gi\u1ea3m thi\u1ec3u c\u00e1c h\u00e0nh vi kh\u00f4ng mong mu\u1ed1n nh\u01b0 b\u1ecf gi\u1ecf h\u00e0ng, kh\u00f4ng ho\u00e0n t\u1ea5t thanh to\u00e1n, hay t\u1ef7 l\u1ec7 tho\u00e1t trang cao, cho \u0111\u1ebfn vi\u1ec7c th\u00fac \u0111\u1ea9y c\u00e1c h\u00e0nh vi t\u00edch c\u1ef1c.<\/p>\n\n\n\n M\u1ed9t v\u00ed d\u1ee5 minh h\u1ecda c\u1ee5 th\u1ec3 l\u00e0 n\u1ebfu d\u1eef li\u1ec7u cho th\u1ea5y kh\u00e1ch h\u00e0ng c\u00f3 xu h\u01b0\u1edbng mua c\u00e1c s\u1ea3n ph\u1ea9m c\u00f9ng lo\u1ea1i trong m\u1ed9t l\u1ea7n giao d\u1ecbch, b\u1ea1n c\u00f3 th\u1ec3 t\u1ea1o ra c\u00e1c g\u00f3i s\u1ea3n ph\u1ea9m k\u1ebft h\u1ee3p v\u00e0 qu\u1ea3ng b\u00e1 ch\u00fang, t\u1eeb \u0111\u00f3 gi\u1ea3m thi\u1ec3u s\u1ef1 n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng trong vi\u1ec7c t\u00ecm ki\u1ebfm t\u1eebng s\u1ea3n ph\u1ea9m ri\u00eang bi\u1ec7t. Ngo\u00e0i ra, trong tr\u01b0\u1eddng h\u1ee3p kh\u00e1ch h\u00e0ng m\u1edbi t\u1ea3i \u1ee9ng d\u1ee5ng g\u1ecdi xe nh\u01b0ng ch\u01b0a \u0111i\u1ec1n \u0111\u1ea7y \u0111\u1ee7 th\u00f4ng tin thanh to\u00e1n, b\u1ea1n c\u00f3 th\u1ec3 g\u1eedi email nh\u1eafc nh\u1edf \u0111\u1ec3 kh\u00e1ch h\u00e0ng ho\u00e0n t\u1ea5t qu\u00e1 tr\u00ecnh v\u00e0 s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 m\u1ed9t c\u00e1ch nhanh ch\u00f3ng.<\/p>\n\n\n\n B\u00ean c\u1ea1nh \u0111\u00f3, vi\u1ec7c \u00e1p d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch d\u1ef1 \u0111o\u00e1n (predictive analytics) gi\u00fap b\u1ea1n nh\u1eadn di\u1ec7n th\u1eddi \u0111i\u1ec3m v\u00e0 n\u1ed9i dung ph\u00f9 h\u1ee3p \u0111\u1ec3 ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng. V\u00ed d\u1ee5, vi\u1ec7c \u0111\u1ec1 xu\u1ea5t s\u1ea3n ph\u1ea9m d\u1ef1a tr\u00ean h\u00e0nh vi mua h\u00e0ng tr\u01b0\u1edbc \u0111\u00f3 c\u1ee7a kh\u00e1ch s\u1ebd gi\u00fap t\u1ed1i \u01b0u h\u00f3a chi\u1ebfn l\u01b0\u1ee3c marketing v\u00e0 gia t\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i. Nh\u1eefng \u0111i\u1ec1u ch\u1ec9nh n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng m\u00e0 c\u00f2n g\u00f3p ph\u1ea7n v\u00e0o vi\u1ec7c gia t\u0103ng doanh thu v\u00e0 n\u00e2ng cao m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n \u0110\u1ecdc th\u00eam:<\/strong> Kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau l\u00e0 g\u00ec? C\u00e1ch x\u00e1c \u0111\u1ecbnh v\u00e0 ph\u00e2n t\u00edch ch\u00ednh x\u00e1c<\/a><\/p>\n\n\n\n C\u00e1c y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn h\u00e0nh vi kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c ph\u00e2n lo\u1ea1i th\u00e0nh c\u00e1c nh\u00f3m ch\u00ednh nh\u01b0 v\u0103n ho\u00e1, x\u00e3 h\u1ed9i, c\u00e1 nh\u00e2n v\u00e0 t\u00e2m l\u00fd:<\/p>\n\n\n\n D\u01b0\u1edbi \u0111\u00e2y l\u00e0 m\u1ed9t s\u1ed1 c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch h\u00e0nh vi kh\u00e1ch h\u00e0ng ph\u1ed5 bi\u1ebfn, gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u h\u00f3a chi\u1ebfn l\u01b0\u1ee3c marketing v\u00e0 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng:<\/p>\n\n\n\n \u0110\u1eb7c bi\u1ec7t, t\u1ea1i th\u1ecb tr\u01b0\u1eddng Vi\u1ec7t Nam, Base CRM<\/a><\/strong> \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 l\u00e0 m\u1ed9t trong nh\u1eefng gi\u1ea3i ph\u00e1p to\u00e0n di\u1ec7n nh\u1ea5t gi\u00fap l\u01b0u tr\u1eef, qu\u1ea3n l\u00fd c\u00e1c th\u00f4ng tin quan tr\u1ecdng v\u1ec1 th\u00f4ng tin v\u00e0 h\u00e0nh vi kh\u00e1ch h\u00e0ng, c\u0169ng nh\u01b0 to\u00e0n b\u1ed9 qu\u00e1 tr\u00ecnh kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a doanh nghi\u1ec7p.\u00a0<\/p>\n\n\n\n V\u1edbi h\u1ec7 th\u1ed1ng l\u01b0u tr\u1eef v\u00e0 qu\u1ea3n l\u00fd d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng khoa h\u1ecdc, Base CRM gi\u00fap cho nh\u1eefng ng\u01b0\u1eddi l\u00e0m marketing c\u00f3 nhi\u1ec1u c\u01a1 s\u1edf \u0111\u1ec3 nghi\u00ean c\u1ee9u h\u00e0nh vi kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng v\u00e0 ch\u00ednh x\u00e1c, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra c\u00e1c gi\u1ea3i ph\u00e1p ch\u0103m s\u00f3c v\u00e0 ti\u1ebfp c\u1eadn ph\u00f9 h\u1ee3p. <\/p>\n\n\n\n H\u01a1n c\u1ea3 m\u1ed9t CRM, gi\u1ea3i ph\u00e1p Base CRM gi\u00fap t\u0103ng tr\u01b0\u1edfng doanh thu v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 b\u1ec1n v\u1eefng v\u1edbi kh\u00e1ch h\u00e0ng d\u1ef1a tr\u00ean 3 y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i trong kinh doanh: <\/p>\n\n\n\n Amazon l\u00e0 m\u1ed9t v\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh v\u1ec1 vi\u1ec7c s\u1eed d\u1ee5ng ph\u00e2n t\u00edch h\u00e0nh vi kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng v\u00e0 th\u00fac \u0111\u1ea9y doanh thu. C\u00f4ng ty n\u00e0y s\u1eed d\u1ee5ng c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u1ec3 theo d\u00f5i h\u00e0nh vi mua s\u1eafm c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 cung c\u1ea5p c\u00e1c \u0111\u1ec1 xu\u1ea5t s\u1ea3n ph\u1ea9m c\u00e1 nh\u00e2n h\u00f3a d\u1ef1a tr\u00ean l\u1ecbch s\u1eed t\u00ecm ki\u1ebfm v\u00e0 mua s\u1eafm tr\u01b0\u1edbc \u0111\u00f3.<\/p>\n\n\n\n V\u00ed d\u1ee5, khi m\u1ed9t kh\u00e1ch h\u00e0ng t\u00ecm ki\u1ebfm ho\u1eb7c mua m\u1ed9t s\u1ea3n ph\u1ea9m, Amazon s\u1ebd hi\u1ec3n th\u1ecb c\u00e1c s\u1ea3n ph\u1ea9m li\u00ean quan ho\u1eb7c khuy\u1ebfn ngh\u1ecb d\u1ef1a tr\u00ean s\u1edf th\u00edch c\u1ee7a ng\u01b0\u1eddi d\u00f9ng. Ph\u01b0\u01a1ng ph\u00e1p n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap t\u0103ng c\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n th\u00fac \u0111\u1ea9y t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i mua h\u00e0ng, khi kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y nh\u1eefng s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c g\u1ee3i \u00fd ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/p>\n\n\n\n Ngo\u00e0i ra, Amazon s\u1eed d\u1ee5ng ph\u00e2n t\u00edch h\u00e0nh vi \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a gi\u00e1 tr\u1ecb c\u1ee7a c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh nh\u01b0 “Amazon Prime”. D\u1eef li\u1ec7u h\u00e0nh vi gi\u00fap h\u1ecd x\u00e1c \u0111\u1ecbnh c\u00e1c kh\u00e1ch h\u00e0ng c\u00f3 kh\u1ea3 n\u0103ng tham gia ch\u01b0\u01a1ng tr\u00ecnh, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c marketing nh\u1eafm v\u00e0o nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng n\u00e0y, t\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 gia t\u0103ng doanh thu d\u00e0i h\u1ea1n.<\/p>\n\n\n\n Th\u00f4ng qua \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng, Starbucks thu th\u1eadp d\u1eef li\u1ec7u v\u1ec1 th\u00f3i quen mua h\u00e0ng, th\u1eddi gian mua s\u1eafm, v\u00e0 s\u1edf th\u00edch c\u1ee7a kh\u00e1ch h\u00e0ng. D\u1ef1a tr\u00ean nh\u1eefng th\u00f4ng tin n\u00e0y, Starbucks c\u00e1 nh\u00e2n h\u00f3a c\u00e1c \u01b0u \u0111\u00e3i v\u00e0 khuy\u1ebfn m\u00e3i, nh\u01b0 gi\u1ea3m gi\u00e1 v\u00e0o c\u00e1c ng\u00e0y sinh nh\u1eadt c\u1ee7a kh\u00e1ch h\u00e0ng ho\u1eb7c cung c\u1ea5p m\u00f3n \u0111\u1ed3 u\u1ed1ng mi\u1ec5n ph\u00ed sau khi \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ed9t s\u1ed1 \u0111i\u1ec3m nh\u1ea5t \u0111\u1ecbnh.<\/p>\n\n\n\n Ngo\u00e0i ra, Starbucks c\u0169ng s\u1eed d\u1ee5ng ph\u00e2n t\u00edch h\u00e0nh vi \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a v\u1ecb tr\u00ed c\u1eeda h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. H\u1ecd nghi\u00ean c\u1ee9u h\u00e0nh vi di chuy\u1ec3n c\u1ee7a kh\u00e1ch h\u00e0ng qua c\u00e1c thi\u1ebft b\u1ecb di \u0111\u1ed9ng \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c khu v\u1ef1c ti\u1ec1m n\u0103ng cho vi\u1ec7c m\u1edf r\u1ed9ng c\u1eeda h\u00e0ng. C\u00e1c ph\u00e2n t\u00edch n\u00e0y gi\u00fap Starbucks n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ea3m b\u1ea3o c\u1eeda h\u00e0ng lu\u00f4n c\u00f3 l\u01b0\u1ee3ng kh\u00e1ch \u1ed5n \u0111\u1ecbnh.<\/p>\n\n\n\n Ph\u00e2n t\u00edch h\u00e0nh vi kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p c\u00f3 \u0111\u01b0\u1ee3c nh\u1eefng th\u00f4ng tin qu\u00fd gi\u00e1, nh\u01b0ng \u0111i\u1ec1u quan tr\u1ecdng nh\u1ea5t l\u00e0 kh\u1ea3 n\u0103ng \u00e1p d\u1ee5ng d\u1eef li\u1ec7u \u0111\u00f3 v\u00e0o chi\u1ebfn l\u01b0\u1ee3c. C\u00e1c c\u00f4ng c\u1ee5 ph\u00e2n t\u00edch s\u1ebd kh\u00f4ng th\u1ec3 mang l\u1ea1i k\u1ebft qu\u1ea3 n\u1ebfu thi\u1ebfu \u0111i t\u01b0 duy chi\u1ebfn l\u01b0\u1ee3c v\u00e0 s\u1ef1 nh\u1ea1y b\u00e9n c\u1ee7a con ng\u01b0\u1eddi. Cu\u1ed1i c\u00f9ng, y\u1ebfu t\u1ed1 quan tr\u1ecdng nh\u1ea5t v\u1eabn l\u00e0 kh\u1ea3 n\u0103ng \u0111\u1ed3ng c\u1ea3m v\u00e0 th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng \u2013 \u0111\u00f3 m\u1edbi l\u00e0 ch\u00eca kh\u00f3a d\u1eabn \u0111\u1ebfn th\u00e0nh c\u00f4ng l\u00e2u d\u00e0i.<\/p>\n","protected":false},"excerpt":{"rendered":" C\u00f3 bao gi\u1edd b\u1ea1n t\u1ef1 h\u1ecfi t\u1ea1i sao chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb t\u01b0\u1edfng ch\u1eebng ho\u00e0n h\u1ea3o l\u1ea1i kh\u00f4ng mang l\u1ea1i k\u1ebft qu\u1ea3 nh\u01b0 mong \u0111\u1ee3i? Hay t\u1ea1i sao c\u00f9ng m\u1ed9t s\u1ea3n ph\u1ea9m, c\u00f3 ng\u01b0\u1eddi s\u1eb5n s\u00e0ng mua ngay l\u1eadp t\u1ee9c, trong khi ng\u01b0\u1eddi kh\u00e1c l\u1ea1i kh\u00f4ng quan t\u00e2m? \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 x\u1ea3y ra m\u1ed9t […]<\/p>\n","protected":false},"author":6,"featured_media":14307,"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-14292","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kien-thuc-kinh-doanh"],"acf":[],"yoast_head":"\n![\"H\u00e0nh](\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/hanh-vi-khach-hang-la-gi-1024x576.webp\")
<\/figure><\/div>\n\n\n2. T\u1ea1i sao c\u1ea7n ph\u00e2n t\u00edch h\u00e0nh vi kh\u00e1ch h\u00e0ng?<\/h2>\n\n\n\n
2.1 D\u1ef1 \u0111o\u00e1n ch\u00ednh x\u00e1c h\u01a1n v\u1ec1 xu h\u01b0\u1edbng kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n
2.2 Ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng m\u1edbi b\u1eb1ng ph\u01b0\u01a1ng th\u1ee9c ph\u00f9 h\u1ee3p<\/h3>\n\n\n\n
2.3 C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n
\n
2.4 X\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n
![\"T\u1ea1i](\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/tai-sao-can-phan-tich-hanh-vi-khach-hang-1024x576.webp\")
<\/figure><\/div>\n\n\n3. C\u00e1c b\u01b0\u1edbc ph\u00e2n t\u00edch h\u00e0nh vi kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n
3.1 Ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n
\n
\n
\n
3.2 Thu th\u1eadp d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n
\n
\n
![\"Ph\u00e2n](\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/phan-tich-hanh-vi-khach-hang-1024x576.webp\")
<\/figure><\/div>\n\n\n3.3 Ph\u00e2n t\u00edch v\u00e0 \u0111\u00e1nh gi\u00e1 d\u1eef li\u1ec7u<\/h3>\n\n\n\n
\n
\n
3.4 \u0110i\u1ec1u ch\u1ec9nh h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n
4. C\u00e1c y\u1ebfu t\u1ed1 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn h\u00e0nh vi kh\u00e1ch h\u00e0ng <\/h2>\n\n\n\n
\n
![\"C\u00e1c](\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/cac-yeu-to-anh-huong-hanh-vi-khach-hang-1024x576.webp\")
<\/figure><\/div>\n\n\n5. M\u1ed9t s\u1ed1 c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 ph\u00e2n t\u00edch h\u00e0nh vi kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n
\n
\n
![\"Base](\"https:\/\/base.vn\/wp-content\/uploads\/2024\/11\/c-Joni-CRM-02-2-1024x457.jpg\")
<\/a>6. Case-study v\u1ec1 ph\u00e2n t\u00edch kh\u00e1ch h\u00e0ng c\u1ee7a c\u00e1c doanh nghi\u1ec7p n\u1ed5i ti\u1ebfng <\/h2>\n\n\n\n
6.1 Amazon – C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m mua s\u1eafm<\/h3>\n\n\n\n
6.2 Starbucks – S\u1eed d\u1ee5ng ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a chi\u1ebfn l\u01b0\u1ee3c marketing<\/h3>\n\n\n\n
7. K\u1ebft lu\u1eadn <\/h2>\n\n\n\n