{"id":15841,"date":"2025-10-27T10:30:07","date_gmt":"2025-10-27T03:30:07","guid":{"rendered":"https:\/\/base.vn\/blog\/?p=15841"},"modified":"2025-10-27T10:32:44","modified_gmt":"2025-10-27T03:32:44","slug":"quan-he-khach-hang","status":"publish","type":"post","link":"https:\/\/base.vn\/blog\/quan-he-khach-hang\/","title":{"rendered":"8+ c\u00e1ch qu\u1ea3n l\u00fd v\u00e0 duy tr\u00ec quan h\u1ec7 kh\u00e1ch h\u00e0ng trong Account-Based Marketing"},"content":{"rendered":"\n<p>Trong <strong>Account-Based Marketing (ABM)<\/strong>, m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 d\u1eebng \u1edf vi\u1ec7c b\u00e1n h\u00e0ng, m\u00e0 l\u00e0 qu\u00e1 tr\u00ecnh nu\u00f4i d\u01b0\u1ee1ng gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i. Vi\u1ec7c qu\u1ea3n l\u00fd v\u00e0 duy tr\u00ec quan h\u1ec7 kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng ni\u1ec1m tin, t\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i v\u00e0 t\u1ed1i \u0111a h\u00f3a doanh thu t\u1eeb t\u1eebng t\u00e0i kho\u1ea3n m\u1ee5c ti\u00eau. B\u00e0i vi\u1ebft n\u00e0y <a href=\"https:\/\/base.vn\/?utm_source=blog&amp;utm_content=quan-he-khach-hang\" target=\"_blank\" rel=\"noreferrer noopener\">Base.vn<\/a> s\u1ebd g\u1ee3i \u00fd <strong>8+ c\u00e1ch gi\u00fap b\u1ea1n t\u1ed1i \u01b0u chi\u1ebfn l\u01b0\u1ee3c quan h\u1ec7 kh\u00e1ch h\u00e0ng trong ABM<\/strong>, t\u1eeb c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m \u0111\u1ebfn duy tr\u00ec t\u01b0\u01a1ng t\u00e1c chi\u1ebfn l\u01b0\u1ee3c.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-hi\u1ec3u-dung-v\u1ec1-quan-h\u1ec7-khach-hang\">1. Hi\u1ec3u \u0111\u00fang v\u1ec1 Quan h\u1ec7 kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-1-quan-h\u1ec7-khach-hang-la-gi\">1.1 Quan h\u1ec7 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/h3>\n\n\n\n<p><strong>Quan h\u1ec7 kh\u00e1ch h\u00e0ng (Customer Relations)<\/strong> l\u00e0 m\u1ed1i li\u00ean k\u1ebft gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng, bao g\u1ed3m t\u1ea5t c\u1ea3 c\u00e1c t\u01b0\u01a1ng t\u00e1c, giao d\u1ecbch v\u00e0 tr\u1ea3i nghi\u1ec7m trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng. C\u1ee5 th\u1ec3, t\u01b0\u01a1ng t\u00e1c gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p h\u00ecnh th\u00e0nh khi kh\u00e1ch h\u00e0ng:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>T\u00ecm hi\u1ec3u v\u00e0 ti\u1ebfp c\u1eadn th\u01b0\u01a1ng hi\u1ec7u th\u00f4ng qua c\u00e1c k\u00eanh ti\u1ebfp th\u1ecb;<\/li>\n\n\n\n<li>Th\u1ef1c hi\u1ec7n giao d\u1ecbch mua h\u00e0ng;<\/li>\n\n\n\n<li>Li\u00ean h\u1ec7 b\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3 ho\u1eb7c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng;<\/li>\n\n\n\n<li>Vi\u1ebft \u0111\u00e1nh gi\u00e1 ho\u1eb7c chia s\u1ebb l\u1eddi ch\u1ee9ng th\u1ef1c;<\/li>\n\n\n\n<li>Gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1c.<\/li>\n<\/ul>\n\n\n\n<p>Theo \u0111\u00f3, Qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (Customer Relationship Management hay CRM) l\u00e0 c\u00e1c ph\u01b0\u01a1ng ph\u00e1p, chi\u1ebfn l\u01b0\u1ee3c v\u00e0 quy tr\u00ecnh m\u00e0 m\u1ed9t doanh nghi\u1ec7p s\u1eed d\u1ee5ng \u0111\u1ec3 x\u00e2y d\u1ef1ng, ph\u00e1t tri\u1ec3n v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u1edbi <a href=\"https:\/\/base.vn\/blog\/khach-hang-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">kh\u00e1ch h\u00e0ng<\/a>. M\u1ee5c \u0111\u00edch cu\u1ed1i c\u00f9ng c\u1ee7a qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng l\u00e0 gia t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng, t\u1ed1i \u01b0u h\u00f3a t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o ra gi\u00e1 tr\u1ecb d\u00e0i h\u1ea1n cho c\u1ea3 doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng.<\/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\/2025\/03\/quan-he-khach-hang-1-1024x576.webp\" alt=\"Quan h\u1ec7 kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?\" class=\"wp-image-15854\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/quan-he-khach-hang-1-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/quan-he-khach-hang-1-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/quan-he-khach-hang-1-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/quan-he-khach-hang-1-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/quan-he-khach-hang-1.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-2-quan-h\u1ec7-khach-hang-va-d\u1ecbch-v\u1ee5-khach-hang-s\u1ef1-khac-bi\u1ec7t-la-gi\">1.2 Quan h\u1ec7 kh\u00e1ch h\u00e0ng v\u00e0 D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng &#8211; S\u1ef1 kh\u00e1c bi\u1ec7t l\u00e0 g\u00ec?<\/h3>\n\n\n\n<p>M\u1eb7c d\u00f9 c\u1ea3 Quan h\u1ec7 kh\u00e1ch h\u00e0ng v\u00e0 <a href=\"https:\/\/base.vn\/blog\/dich-vu-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a> \u0111\u1ec1u \u0111\u1eb7t kh\u00e1ch h\u00e0ng \u1edf v\u1ecb tr\u00ed trung t\u00e2m cho m\u1ecdi h\u00e0nh \u0111\u1ed9ng, nh\u01b0ng gi\u1eefa hai kh\u00e1i ni\u1ec7m n\u00e0y v\u1eabn c\u00f3 s\u1ef1 kh\u00e1c bi\u1ec7t nh\u1ea5t \u0111\u1ecbnh.<\/p>\n\n\n\n<p>Quan h\u1ec7 kh\u00e1ch h\u00e0ng \u0111\u1ec1 c\u1eadp \u0111\u1ebfn c\u00e1c ph\u01b0\u01a1ng ph\u00e1p lu\u1eadn, h\u01b0\u1edbng t\u1edbi s\u1ef1 t\u01b0\u01a1ng t\u00e1c l\u00e2u d\u00e0i v\u00e0 mang t\u00ednh chi\u1ebfn l\u01b0\u1ee3c. Trong khi \u0111\u00f3, D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u01b0u ti\u00ean x\u1eed l\u00fd c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee5 th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch nhanh ch\u00f3ng v\u00e0 ch\u00ednh x\u00e1c, th\u01b0\u1eddng mang t\u00ednh ph\u1ea3n \u1ee9ng t\u1ee9c th\u1eddi.<\/p>\n\n\n\n<p>C\u1ea3 hai y\u1ebfu t\u1ed1 n\u00e0y \u0111\u00f3ng vai tr\u00f2 thi\u1ebft y\u1ebfu trong vi\u1ec7c n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p c\u0169ng c\u00f3 th\u1ec3 coi D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t ph\u1ea7n quan tr\u1ecdng trong chi\u1ebfn l\u01b0\u1ee3c t\u1ed5ng th\u1ec3 v\u1ec1 Quan h\u1ec7 kh\u00e1ch h\u00e0ng. B\u1ea3ng so s\u00e1nh d\u01b0\u1edbi \u0111\u00e2y s\u1ebd gi\u00fap ch\u00fang ta th\u1ea5y r\u00f5 h\u01a1n s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa Quan h\u1ec7 kh\u00e1ch h\u00e0ng v\u00e0 D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Ti\u00eau ch\u00ed ph\u00e2n bi\u1ec7t<\/strong><\/td><td><strong>Quan h\u1ec7 kh\u00e1ch h\u00e0ng<\/strong><\/td><td><strong>D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/strong><\/td><\/tr><tr><td><strong>Ph\u1ea1m vi \u1ea3nh h\u01b0\u1edfng<\/strong><\/td><td>R\u1ed9ng h\u01a1n<\/td><td>H\u1eb9p h\u01a1n<\/td><\/tr><tr><td><strong>C\u00e1ch ti\u1ebfp c\u1eadn<\/strong><\/td><td>Ch\u1ee7 \u0111\u1ed9ng ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng; t\u00ecm c\u00e1ch t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m \u0111\u1ec3 thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/td><td>Ph\u1ea3n \u1ee9ng t\u1ee9c th\u1eddi; h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u00e1t sinh \u1edf hi\u1ec7n t\u1ea1i.<\/td><\/tr><tr><td><strong>Ho\u1ea1t \u0111\u1ed9ng ch\u00ednh<\/strong><\/td><td>Bao g\u1ed3m vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng, t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng t\u1ea1i m\u1ecdi \u0111i\u1ec3m t\u01b0\u01a1ng t\u1ee9c, ph\u00e2n t\u00edch ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 duy tr\u00ec uy t\u00edn c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u.<\/td><td>Bao g\u1ed3m c\u00e1c c\u00f4ng vi\u1ec7c h\u00e0ng ng\u00e0y nh\u01b0 gi\u00fap kh\u00e1ch h\u00e0ng l\u1ef1a ch\u1ecdn v\u00e0 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, kh\u1eafc ph\u1ee5c l\u1ed7i ho\u1eb7c s\u1ef1 c\u1ed1 trong qu\u00e1 tr\u00ecnh s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m.<\/td><\/tr><tr><td><strong>K\u1ebft qu\u1ea3 mong mu\u1ed1n<\/strong><\/td><td>Kh\u00e1ch h\u00e0ng trung th\u00e0nh v\u00e0 t\u1ea1o ra gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i.<\/td><td>Kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng t\u1ee9c th\u1eddi.<\/td><\/tr><tr><td><strong>K\u1ef9 n\u0103ng c\u1ea7n thi\u1ebft<\/strong><\/td><td>Ph\u00e2n t\u00edch v\u00e0 tr\u1ef1c quan h\u00f3a d\u1eef li\u1ec7u \u0111\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh.<\/td><td>Nh\u1ea1y b\u00e9n v\u00e0 x\u1eed l\u00fd v\u1ea5n \u0111\u1ec1 m\u1ed9t c\u00e1ch th\u1ea5u \u0111\u00e1o.<\/td><\/tr><tr><td><strong>V\u00ed d\u1ee5 minh h\u1ecda<\/strong><\/td><td>M\u1ed9t c\u00f4ng ty cung c\u1ea5p m\u00e1y in nh\u1eadn th\u1ea5y kh\u00e1ch h\u00e0ng c\u00f3 nhu c\u1ea7u in s\u1ed1 l\u01b0\u1ee3ng l\u1edbn t\u00e0i li\u1ec7u h\u00e0ng th\u00e1ng. Nh\u00e2n vi\u00ean qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng li\u00ean h\u1ec7, \u0111\u1ec1 xu\u1ea5t g\u00f3i b\u1ea3o tr\u00ec \u0111\u1ecbnh k\u1ef3 v\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 n\u00e2ng c\u1ea5p d\u00f2ng m\u00e1y in ph\u00f9 h\u1ee3p h\u01a1n. H\u1ecd s\u1ebd li\u00ean l\u1ea1c th\u01b0\u1eddng xuy\u00ean v\u00e0 kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng v\u1ec1 hi\u1ec7u qu\u1ea3 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m.<\/td><td>Kh\u00e1ch h\u00e0ng g\u1eb7p s\u1ef1 c\u1ed1 l\u00e0 m\u00e1y in kh\u00f4ng nh\u1eadn l\u1ec7nh in. H\u1ecd li\u00ean h\u1ec7 trung t\u00e2m h\u1ed7 tr\u1ee3, k\u1ef9 thu\u1eadt vi\u00ean h\u01b0\u1edbng d\u1eabn kh\u1eafc ph\u1ee5c qua \u0111i\u1ec7n tho\u1ea1i v\u00e0 v\u1ea5n \u0111\u1ec1 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft trong v\u00f2ng 30 ph\u00fat.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/dich-vu-khach-hang-1024x576.webp\" alt=\"D\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng\" class=\"wp-image-15856\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/dich-vu-khach-hang-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/dich-vu-khach-hang-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/dich-vu-khach-hang-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/dich-vu-khach-hang-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/dich-vu-khach-hang.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-m\u1ed1i-quan-h\u1ec7-b\u1ed5-tr\u1ee3-gi\u1eefa-account-based-marketing-abm-va-qu\u1ea3n-ly-quan-h\u1ec7-khach-hang-crm\">2. M\u1ed1i quan h\u1ec7 b\u1ed5 tr\u1ee3 gi\u1eefa Account-Based Marketing (ABM) v\u00e0 Qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM)<\/h2>\n\n\n\n<p>Account-Based Marketing (ABM) v\u00e0 <a href=\"https:\/\/base.vn\/blog\/crm-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">Customer Relationship Management (CRM)<\/a> l\u00e0 hai chi\u1ebfn l\u01b0\u1ee3c b\u1ed5 tr\u1ee3 l\u1eabn nhau, \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c x\u00e2y d\u1ef1ng v\u00e0 nu\u00f4i d\u01b0\u1ee1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng, \u0111\u1eb7c bi\u1ec7t trong l\u0129nh v\u1ef1c B2B.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-1-crm-lam-n\u1ec1n-t\u1ea3ng-cho-abm\">2.1 CRM l\u00e0m n\u1ec1n t\u1ea3ng cho ABM<\/h3>\n\n\n\n<p><strong>\u2013 X\u00e1c \u0111\u1ecbnh t\u00e0i kho\u1ea3n m\u1ee5c ti\u00eau: <\/strong>D\u1ef1a v\u00e0o d\u1eef li\u1ec7u c\u1ee7a h\u1ec7 th\u1ed1ng CRM, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ch\u1ecdn l\u1ecdc nh\u1eefng t\u00e0i kho\u1ea3n kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 c\u00f3 gi\u00e1 tr\u1ecb cao \u0111\u1ec3 t\u1eadp trung ngu\u1ed3n l\u1ef1c cho chi\u1ebfn l\u01b0\u1ee3c ABM.<\/p>\n\n\n\n<p><strong>\u2013 Ti\u1ebfp th\u1ecb c\u00e1 nh\u00e2n h\u00f3a: <\/strong>Th\u00f4ng tin t\u1eeb CRM cho ph\u00e9p ABM t\u1ea1o ra c\u00e1c th\u00f4ng \u0111i\u1ec7p ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u v\u00e0 h\u00e0nh vi c\u1ee7a t\u1eebng t\u00e0i kho\u1ea3n, mang l\u1ea1i cho kh\u00e1ch h\u00e0ng c\u1ea3m gi\u00e1c \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c v\u00e0 quan t\u00e2m \u0111\u1eb7c bi\u1ec7t.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-2-abm-nang-cao-hi\u1ec7u-qu\u1ea3-c\u1ee7a-crm\">2.2 ABM n\u00e2ng cao hi\u1ec7u qu\u1ea3 c\u1ee7a CRM<\/h3>\n\n\n\n<p><strong>\u2013 T\u00edch h\u1ee3p d\u1eef li\u1ec7u \u0111\u1ec3 c\u1ea3i thi\u1ec7n hi\u1ec7u su\u1ea5t:<\/strong> ABM kh\u00f4ng ch\u1ec9 nh\u1eafm \u0111\u1ebfn vi\u1ec7c chinh ph\u1ee5c c\u00e1c t\u00e0i kho\u1ea3n c\u00f3 gi\u00e1 tr\u1ecb cao m\u00e0 c\u00f2n t\u1eadp trung v\u00e0o ph\u00e1t tri\u1ec3n v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi nh\u1eefng t\u00e0i kho\u1ea3n n\u00e0y. Khi k\u1ebft h\u1ee3p v\u1edbi h\u1ec7 th\u1ed1ng CRM, ABM gi\u00fap t\u1ed1i \u01b0u h\u00f3a vi\u1ec7c theo d\u00f5i, ph\u00e2n t\u00edch v\u00e0 n\u00e2ng cao m\u1ee9c \u0111\u1ed9 g\u1eafn k\u1ebft c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>V\u00ed d\u1ee5: Sau m\u1ed7i chi\u1ebfn d\u1ecbch ABM, d\u1eef li\u1ec7u hi\u1ec7u su\u1ea5t \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u00e0o CRM \u0111\u1ec3 ph\u00e2n t\u00edch c\u00e1c ch\u1ec9 s\u1ed1 quan tr\u1ecdng nh\u01b0 <a href=\"https:\/\/base.vn\/blog\/clv-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng (CLV)<\/a>, quy m\u00f4 giao d\u1ecbch trung b\u00ecnh v\u00e0 doanh thu t\u1eeb c\u00e1c t\u00e0i kho\u1ea3n m\u1ee5c ti\u00eau. Th\u00f4ng tin n\u00e0y gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 t\u00e1c \u0111\u1ed9ng t\u00e0i ch\u00ednh c\u1ee7a c\u00e1c n\u1ed7 l\u1ef1c ti\u1ebfp th\u1ecb, t\u1eeb \u0111\u00f3 \u0111\u01b0a ra c\u00e1c quy\u1ebft \u0111\u1ecbnh d\u1ef1a tr\u00ean d\u1eef li\u1ec7u v\u00e0 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng d\u00e0i h\u1ea1n.<\/p>\n\n\n\n<p><strong>\u2013 M\u1ed1i quan h\u1ec7 \u201cc\u1ed9ng sinh\u201d gi\u1eefa ABM v\u00e0 Gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng: <\/strong>S\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa c\u00e1ch ti\u1ebfp c\u1eadn c\u00f3 m\u1ee5c ti\u00eau c\u1ee7a ABM v\u00e0 tri\u1ebft l\u00fd to\u00e0n di\u1ec7n v\u1ec1 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng mang l\u1ea1i kh\u1ea3 n\u0103ng chuy\u1ec3n \u0111\u1ed5i m\u1ea1nh m\u1ebd, \u0111\u1eb7c bi\u1ec7t trong b\u1ed1i c\u1ea3nh B2B. M\u1ed9t m\u1ed1i quan h\u1ec7 h\u00e0i h\u00f2a, ngay c\u1ea3 v\u1edbi m\u1ed9t t\u00e0i kho\u1ea3n kh\u00e1ch h\u00e0ng duy nh\u1ea5t, c\u0169ng c\u00f3 th\u1ec3 t\u1ea1o ra t\u00e1c \u0111\u1ed9ng l\u1edbn \u0111\u1ebfn tri\u1ec3n v\u1ecdng kinh doanh c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n\n<p>V\u1ec1 b\u1ea3n ch\u1ea5t, c\u1ea3 hai chi\u1ebfn l\u01b0\u1ee3c n\u00e0y \u0111\u1ec1u nh\u1ea5n m\u1ea1nh t\u1ea7m quan tr\u1ecdng c\u1ee7a vi\u1ec7c x\u00e2y d\u1ef1ng v\u00e0 vun \u0111\u1eafp m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng. Khi ABM v\u00e0 c\u00e1c chi\u1ebfn thu\u1eadt gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c ph\u1ed1i h\u1ee3p b\u00e0i b\u1ea3n, ch\u00fang t\u1ea1o ra n\u1ec1n t\u1ea3ng l\u00fd t\u01b0\u1edfng \u0111\u1ec3 b\u1ed3i d\u01b0\u1ee1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 gi\u00e1 tr\u1ecb cao.<\/p>\n\n\n\n<p>H\u01a1n n\u1eefa, khi \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c t\u1eadn t\u00ecnh v\u00e0 chu \u0111\u00e1o, c\u00e1c t\u00e0i kho\u1ea3n kh\u00e1ch h\u00e0ng l\u1edbn c\u00f3 th\u1ec3 tr\u1edf nh\u1eefng th\u00e0nh \u0111\u1ea1i s\u1ee9 th\u01b0\u01a1ng hi\u1ec7u, qu\u1ea3ng b\u00e1 doanh nghi\u1ec7p \u0111\u1ebfn m\u1ea1ng l\u01b0\u1edbi \u0111\u1ed1i t\u00e1c v\u00e0 kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd, gi\u00fap doanh nghi\u1ec7p ti\u1ebft ki\u1ec7m <a href=\"https:\/\/base.vn\/blog\/cac-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng (CAC)<\/a>. \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 t\u0103ng c\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a CRM m\u00e0 c\u00f2n m\u1edf ra nh\u1eefng c\u01a1 h\u1ed9i kinh doanh m\u1edbi, t\u1ed1i \u01b0u h\u00f3a chi\u1ebfn l\u01b0\u1ee3c ABM trong d\u00e0i h\u1ea1n.<\/p>\n\n\n\n<p>T\u00f3m l\u1ea1i, ABM v\u00e0 CRM kh\u00f4ng ch\u1ec9 song h\u00e0nh m\u00e0 c\u00f2n b\u1ed5 tr\u1ee3 l\u1eabn nhau \u0111\u1ec3 t\u1ea1o n\u00ean s\u1ee9c m\u1ea1nh v\u01b0\u1ee3t tr\u1ed9i. CRM \u0111\u00f3ng vai tr\u00f2 l\u00e0 n\u1ec1n t\u1ea3ng d\u1eef li\u1ec7u v\u00e0 c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 ABM nh\u1eafm m\u1ee5c ti\u00eau ch\u00ednh x\u00e1c, tri\u1ec3n khai chi\u1ebfn l\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a hi\u1ec7u qu\u1ea3. Ng\u01b0\u1ee3c l\u1ea1i, ABM t\u1ed1i \u01b0u h\u00f3a vi\u1ec7c s\u1eed d\u1ee5ng CRM, x\u00e2y d\u1ef1ng c\u00e1c m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng b\u1ec1n v\u1eefng v\u00e0 mang l\u1ea1i gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i cho doanh nghi\u1ec7p.<\/p>\n\n\n\n<p>Khi c\u00e1c t\u00e0i kho\u1ea3n l\u1edbn \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c chu \u0111\u00e1o, h\u1ecd kh\u00f4ng ch\u1ec9 g\u1eafn b\u00f3 s\u00e2u h\u01a1n v\u1edbi doanh nghi\u1ec7p m\u00e0 c\u00f2n m\u1edf ra nhi\u1ec1u c\u01a1 h\u1ed9i kinh doanh m\u1edbi, g\u00f3p ph\u1ea7n \u0111\u00e1ng k\u1ec3 v\u00e0o s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c ABM.<\/p>\n\n\n\n<p>V\u1eady l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 ph\u00e1t tri\u1ec3n v\u00e0 vun \u0111\u1eafp m\u1ed1i quan h\u1ec7 v\u1edbi c\u00e1c t\u00e0i kho\u1ea3n l\u1edbn trong ABM? C\u00f9ng Base Blog kh\u00e1m ph\u00e1 ngay sau \u0111\u00e2y!<\/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\/prm-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">PRM l\u00e0 g\u00ec? K\u1ebft h\u1ee3p PRM v\u00e0 <\/a><a href=\"https:\/\/base.vn\/blog\/prm-la-gi\/\">CRM \u0111\u1ec3 t\u0103ng tr\u01b0\u1edfng \u0111\u1ed9t ph\u00e1<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-8-cach-c\u1ee7ng-c\u1ed1-va-duy-tri-quan-h\u1ec7-khach-hang-thanh-cong-trong-chi\u1ebfn-l\u01b0\u1ee3c-abm\">3. 8+ C\u00e1ch c\u1ee7ng c\u1ed1 v\u00e0 duy tr\u00ec quan h\u1ec7 kh\u00e1ch h\u00e0ng th\u00e0nh c\u00f4ng trong chi\u1ebfn l\u01b0\u1ee3c ABM<\/h2>\n\n\n\n<p>\u0110\u1ec3 duy tr\u00ec m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng l\u00e2u d\u00e0i v\u1edbi c\u00e1c t\u00e0i kho\u1ea3n l\u1edbn v\u00e0 bi\u1ebfn h\u1ecd th\u00e0nh \u0111\u1ed1i t\u00e1c chi\u1ebfn l\u01b0\u1ee3c trung th\u00e0nh, doanh nghi\u1ec7p c\u1ea7n t\u1eadp trung v\u00e0o vi\u1ec7c ch\u1ee7 \u0111\u1ed9ng gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 ti\u1ec1m \u1ea9n, \u0111\u1ea3m b\u1ea3o t\u01b0\u01a1ng t\u00e1c t\u00edch c\u1ef1c v\u1edbi nh\u1eefng ng\u01b0\u1eddi ra quy\u1ebft \u0111\u1ecbnh \u1edf m\u1ecdi c\u1ea5p \u0111\u1ed9 trong t\u00e0i kho\u1ea3n. \u0110\u1ed3ng th\u1eddi, doanh nghi\u1ec7p c\u0169ng c\u1ea7n ph\u00e1t tri\u1ec3n s\u1ef1 giao ti\u1ebfp nh\u1ea5t qu\u00e1n v\u00e0 s\u00e2u s\u1eafc, v\u01b0\u1ee3t xa nh\u1eefng t\u01b0\u01a1ng t\u00e1c giao d\u1ecbch th\u00f4ng th\u01b0\u1eddng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-1-ca-nhan-hoa-tr\u1ea3i-nghi\u1ec7m-khach-hang-m\u1ed9t-cach-sau-s\u1eafc\">3.1 C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch s\u00e2u s\u1eafc<\/h3>\n\n\n\n<p>Ph\u00e1t tri\u1ec3n s\u1ef1 t\u01b0\u01a1ng t\u00e1c d\u00e0i h\u1ea1n v\u1edbi c\u00e1c t\u00e0i kho\u1ea3n l\u1edbn \u0111\u00f2i h\u1ecfi doanh nghi\u1ec7p ph\u1ea3i hi\u1ec3u r\u00f5 v\u00e0 gi\u1ea3i quy\u1ebft tri\u1ec7t \u0111\u1ec3 c\u00e1c nhu c\u1ea7u, th\u00e1ch th\u1ee9c v\u00e0 m\u1ee5c ti\u00eau s\u1eafp t\u1edbi c\u1ee7a h\u1ecd. Thay v\u00ec ch\u1ec9 c\u00e1 nh\u00e2n h\u00f3a ti\u1ebfp c\u1eadn theo ph\u00e2n kh\u00fac, doanh nghi\u1ec7p c\u1ea7n ch\u00fa tr\u1ecdng \u0111\u1ebfn nh\u1eefng ng\u01b0\u1eddi ra quy\u1ebft \u0111\u1ecbnh v\u00e0 ng\u01b0\u1eddi c\u00f3 \u1ea3nh h\u01b0\u1edfng trong m\u1ed7i t\u00e0i kho\u1ea3n kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o m\u1ed7i t\u01b0\u01a1ng t\u00e1c \u0111\u1ec1u mang l\u1ea1i gi\u00e1 tr\u1ecb th\u1ef1c s\u1ef1.<\/p>\n\n\n\n<p>Sau \u0111\u00e2y l\u00e0 c\u00e1ch th\u1ef1c hi\u1ec7n:<\/p>\n\n\n\n<p>\u2013 S\u1eed d\u1ee5ng th\u00f4ng tin t\u1eeb CRM \u0111\u1ec3 li\u00ean t\u1ee5c c\u1eadp nh\u1eadt v\u00e0 tinh ch\u1ec9nh hi\u1ec3u bi\u1ebft v\u1ec1 t\u1eebng t\u00e0i kho\u1ea3n, t\u1eeb xu h\u01b0\u1edbng \u0111\u1ebfn c\u00e1c kh\u00f3 kh\u0103n, th\u00e1ch th\u1ee9c v\u00e0 s\u00e1ng ki\u1ebfn s\u1eafp t\u1edbi trong ng\u00e0nh c\u1ee7a h\u1ecd.<\/p>\n\n\n\n<p>\u2013 T\u1ea1o ra c\u00e1c tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng vai tr\u00f2 trong t\u00e0i kho\u1ea3n, nh\u01b0 n\u1ed9i dung ho\u1eb7c s\u1ef1 ki\u1ec7n ri\u00eang bi\u1ec7t cho c\u00e1c nh\u00e0 qu\u1ea3n l\u00fd c\u1ea5p cao, qu\u1ea3n l\u00fd c\u1ea5p trung ho\u1eb7c tr\u01b0\u1edfng nh\u00f3m.<\/p>\n\n\n\n<p>\u2013 Ph\u00e1t tri\u1ec3n m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c n\u1ed9i dung linh ho\u1ea1t, v\u1eeba \u0111\u00e1p \u1ee9ng nhu c\u1ea7u hi\u1ec7n t\u1ea1i, v\u1eeba d\u1ef1 \u0111o\u00e1n nhu c\u1ea7u t\u01b0\u01a1ng lai, ph\u00f9 h\u1ee3p v\u1edbi vai tr\u00f2 v\u00e0 v\u1ecb tr\u00ed c\u1ee7a nh\u1eefng ng\u01b0\u1eddi ra quy\u1ebft \u0111\u1ecbnh v\u00e0 ng\u01b0\u1eddi c\u00f3 \u1ea3nh h\u01b0\u1edfng trong chu k\u1ef3 b\u00e1n h\u00e0ng.<\/p>\n\n\n\n<p>B\u1eb1ng c\u00e1ch t\u1eadp trung v\u00e0o c\u00e1c t\u01b0\u01a1ng t\u00e1c \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a, doanh nghi\u1ec7p s\u1ebd ch\u1ee9ng minh v\u1edbi c\u00e1c t\u00e0i kho\u1ea3n r\u1eb1ng h\u1ecd kh\u00f4ng ch\u1ec9 l\u00e0 ngu\u1ed3n thu nh\u1eadp, m\u00e0 c\u00f2n l\u00e0 \u0111\u1ed1i t\u00e1c chi\u1ebfn l\u01b0\u1ee3c quan tr\u1ecdng, doanh nghi\u1ec7p mu\u1ed1n c\u00f9ng h\u1ecd t\u1ea1o d\u1ef1ng th\u00e0nh c\u00f4ng.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"614\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/ca-nhan-hoa-trai-nghiem-nguoi-dung-1024x614.webp\" alt=\"C\u00e1 nh\u00e2n ho\u00e1 tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng\" class=\"wp-image-15858\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/ca-nhan-hoa-trai-nghiem-nguoi-dung-1024x614.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/ca-nhan-hoa-trai-nghiem-nguoi-dung-300x180.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/ca-nhan-hoa-trai-nghiem-nguoi-dung-768x461.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/ca-nhan-hoa-trai-nghiem-nguoi-dung-1536x922.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/ca-nhan-hoa-trai-nghiem-nguoi-dung.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-2-t\u1eadp-trung-cung-c\u1ea5p-gia-tr\u1ecb-sau-ban-hang\">3.2 T\u1eadp trung cung c\u1ea5p gi\u00e1 tr\u1ecb sau b\u00e1n h\u00e0ng<\/h3>\n\n\n\n<p>Sau l\u1ea7n b\u00e1n h\u00e0ng \u0111\u1ea7u ti\u00ean, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ti\u1ebfp t\u1ee5c mang l\u1ea1i gi\u00e1 tr\u1ecb th\u1ef1c t\u1ebf cho c\u00e1c t\u00e0i kho\u1ea3n \u0111\u1ec3 kh\u1eb3ng \u0111\u1ecbnh l\u00fd do t\u1ea1i sao doanh nghi\u1ec7p ti\u1ebfp t\u1ee5c l\u00e0 l\u1ef1a ch\u1ecdn l\u00fd t\u01b0\u1edfng d\u00e0nh cho h\u1ecd. \u0110\u00e2y l\u00e0 th\u1eddi \u0111i\u1ec3m doanh nghi\u1ec7p c\u1ea7n t\u1eadp trung v\u00e0o gi\u00e1 tr\u1ecb sau b\u00e1n h\u00e0ng (post-sale value). \u0110i\u1ec1u n\u00e0y kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 cung c\u1ea5p s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5 xu\u1ea5t s\u1eafc ban \u0111\u1ea7u, m\u00e0 c\u00f2n bao g\u1ed3m vi\u1ec7c \u0111\u01b0a ra c\u00e1c gi\u1ea3i ph\u00e1p b\u1ed5 sung gi\u00fap t\u00e0i kho\u1ea3n \u0111\u1ea1t \u0111\u01b0\u1ee3c c\u00e1c m\u1ee5c ti\u00eau kinh doanh c\u1ee5 th\u1ec3.<\/p>\n\n\n\n<p>C\u00e1c chi\u1ebfn thu\u1eadt bao g\u1ed3m:<\/p>\n\n\n\n<p>\u2013 Cung c\u1ea5p c\u00e1c b\u00e1o c\u00e1o, th\u1ed1ng k\u00ea ho\u1eb7c tin t\u1ee9c \u0111\u1ed9c quy\u1ec1n, c\u00f3 li\u00ean quan \u0111\u1ebfn l\u0129nh v\u1ef1c c\u1ee7a t\u00e0i kho\u1ea3n kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>\u2013 Cung c\u1ea5p c\u00e1c b\u1ea3n c\u1eadp nh\u1eadt s\u1ea3n ph\u1ea9m ho\u1eb7c t\u00ednh n\u0103ng m\u1edbi \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c th\u00e1ch th\u1ee9c ri\u00eang c\u1ee7a t\u00e0i kho\u1ea3n.<\/p>\n\n\n\n<p>\u2013 T\u1ed5 ch\u1ee9c c\u00e1c cu\u1ed9c h\u1ecdp ho\u1eb7c g\u1eb7p g\u1ee1 tr\u1ef1c ti\u1ebfp gi\u1eefa \u0111\u1ed9i ng\u0169 ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u00f9ng th\u1ea3o lu\u1eadn v\u00e0 ph\u00e1t tri\u1ec3n c\u00e1c gi\u1ea3i ph\u00e1p \u0111\u00e1p \u1ee9ng nhu c\u1ea7u m\u1edbi c\u1ee7a h\u1ecd.<\/p>\n\n\n\n<p>Khi c\u00e1c t\u00e0i kho\u1ea3n nh\u1eadn th\u1ea5y doanh nghi\u1ec7p lu\u00f4n s\u1eb5n s\u00e0ng v\u00e0 c\u00f3 kh\u1ea3 n\u0103ng gia t\u0103ng gi\u00e1 tr\u1ecb, \u0111\u1ed3ng th\u1eddi \u0111i\u1ec1u ch\u1ec9nh d\u1ecbch v\u1ee5 theo nhu c\u1ea7u c\u1ee7a h\u1ecd, kh\u1ea3 n\u0103ng h\u1ecd g\u1eafn b\u00f3 l\u00e2u d\u00e0i v\u00e0 trung th\u00e0nh s\u1ebd cao h\u01a1n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-3-ch\u1ee7-d\u1ed9ng-theo-doi-va-giam-sat-tinh-tr\u1ea1ng-c\u1ee7a-t\u1eebng-tai-kho\u1ea3n-nbsp\">3.3 Ch\u1ee7 \u0111\u1ed9ng theo d\u00f5i v\u00e0 gi\u00e1m s\u00e1t t\u00ecnh tr\u1ea1ng c\u1ee7a t\u1eebng t\u00e0i kho\u1ea3n&nbsp;<\/h3>\n\n\n\n<p>\u0110\u1ec3 ABM th\u1ef1c s\u1ef1 th\u00fac \u0111\u1ea9y m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng l\u00e2u d\u00e0i, doanh nghi\u1ec7p c\u1ea7n ch\u1ee7 \u0111\u1ed9ng gi\u00e1m s\u00e1t &#8220;s\u1ee9c kh\u1ecfe&#8221; c\u1ee7a t\u1eebng t\u00e0i kho\u1ea3n. T\u1eeb \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 nhanh ch\u00f3ng nh\u1eadn di\u1ec7n v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 ti\u1ec1m \u1ea9n tr\u01b0\u1edbc khi ch\u00fang leo thang. V\u1edbi t\u00ednh n\u0103ng ph\u00e2n t\u00edch d\u1eef li\u1ec7u m\u1ea1nh m\u1ebd c\u1ee7a c\u00e1c <a href=\"https:\/\/base.vn\/blog\/phan-mem-crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">ph\u1ea7n m\u1ec1m CRM<\/a> hi\u1ec7n \u0111\u1ea1i, nh\u01b0 <a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">Base CRM<\/a>, c\u00e1c nh\u00f3m ti\u1ebfp th\u1ecb c\u00f3 th\u1ec3 theo d\u00f5i m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c, h\u00e0nh vi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m v\u00e0 ch\u1ec9 s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 nh\u1eadn di\u1ec7n nh\u1eefng t\u00e0i kho\u1ea3n t\u0103ng tr\u01b0\u1edfng t\u1ed1t ho\u1eb7c nh\u1eefng t\u00e0i kho\u1ea3n c\u00f3 d\u1ea5u hi\u1ec7u suy gi\u1ea3m.<\/p>\n\n\n\n<p>C\u00e1c c\u00f4ng vi\u1ec7c ch\u00ednh y\u1ebfu c\u1ea7n th\u1ef1c hi\u1ec7n bao g\u1ed3m:<\/p>\n\n\n\n<p>\u2013 Thi\u1ebft l\u1eadp tr\u00ean CRM c\u00e1c ch\u1ec9 s\u1ed1 c\u1ea3nh b\u00e1o s\u1ef1 suy gi\u1ea3m trong m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c ho\u1eb7c t\u1ea7n su\u1ea5t s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, gi\u00fap nh\u1eadn di\u1ec7n s\u1edbm c\u00e1c v\u1ea5n \u0111\u1ec1 c\u00f3 th\u1ec3 ph\u00e1t sinh.<\/p>\n\n\n\n<p>\u2013 \u0110\u1ecbnh k\u1ef3 kh\u1ea3o s\u00e1t <a href=\"https:\/\/base.vn\/blog\/csat-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT)<\/a> \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 t\u00ecnh tr\u1ea1ng t\u00e0i kho\u1ea3n t\u1eeb g\u00f3c nh\u00ecn c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>V\u1edbi c\u00e1ch ti\u1ebfp c\u1eadn ch\u1ee7 \u0111\u1ed9ng n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ph\u00e1t hi\u1ec7n s\u1edbm c\u00e1c nguy c\u01a1 ti\u1ec1m \u1ea9n \u1edf m\u1ed7i t\u00e0i kho\u1ea3n, can thi\u1ec7p k\u1ecbp th\u1eddi \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng \u0111i \u0111\u00fang h\u01b0\u1edbng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-4-chu-tr\u1ecdng-s\u1ef1-h\u1ee3p-tac-lien-ch\u1ee9c-nang\">3.4 Ch\u00fa tr\u1ecdng s\u1ef1 h\u1ee3p t\u00e1c li\u00ean ch\u1ee9c n\u0103ng<\/h3>\n\n\n\n<p>\u0110\u1ec3 vun \u0111\u1eafp m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi c\u00e1c t\u00e0i kho\u1ea3n l\u1edbn, s\u1ef1 h\u1ee3p t\u00e1c ch\u1eb7t ch\u1ebd gi\u1eefa c\u00e1c ph\u00f2ng ban l\u00e0 y\u1ebfu t\u1ed1 then ch\u1ed1t. Khi ABM \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 b\u1edfi c\u00e1c n\u1ed7 l\u1ef1c ph\u1ed1i h\u1ee3p t\u1eeb c\u00e1c nh\u00f3m ti\u1ebfp th\u1ecb, b\u00e1n h\u00e0ng, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m, vi\u1ec7c gi\u1ea3i quy\u1ebft \u0111a d\u1ea1ng nhu c\u1ea7u c\u1ee7a t\u00e0i kho\u1ea3n s\u1ebd tr\u1edf n\u00ean su\u00f4n s\u1ebb v\u00e0 hi\u1ec7u qu\u1ea3 h\u01a1n.<\/p>\n\n\n\n<p>V\u00ed d\u1ee5:<\/p>\n\n\n\n<p>\u2013 <a href=\"https:\/\/base.vn\/blog\/account-manager-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">Account Manager<\/a> v\u00e0 nh\u00f3m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng s\u1ebd cung c\u1ea5p c\u00e1c th\u00f4ng tin li\u00ean quan \u0111\u1ebfn t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng, gi\u00fap nh\u00f3m ti\u1ebfp th\u1ecb \u0111i\u1ec1u ch\u1ec9nh v\u00e0 t\u1ed1i \u01b0u h\u00f3a n\u1ed9i dung c\u0169ng nh\u01b0 th\u00f4ng \u0111i\u1ec7p.<\/p>\n\n\n\n<p>\u2013 Nh\u00f3m ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m thu th\u1eadp ph\u1ea3n h\u1ed3i t\u1eeb nh\u00f3m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u1ec3 c\u1eadp nh\u1eadt v\u00e0 c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m, \u0111\u00e1p \u1ee9ng t\u1ed1t h\u01a1n nhu c\u1ea7u c\u1ee7a t\u00e0i kho\u1ea3n.<\/p>\n\n\n\n<p>\u2013 Nh\u00f3m b\u00e1n h\u00e0ng v\u00e0 nh\u00f3m ti\u1ebfp th\u1ecb ph\u1ed1i h\u1ee3p v\u1edbi nhau \u0111\u1ec3 ph\u00e1t hi\u1ec7n c\u00e1c c\u01a1 h\u1ed9i kinh doanh m\u1edbi, ch\u1eb3ng h\u1ea1n nh\u01b0 b\u00e1n ch\u00e9o ho\u1eb7c b\u00e1n th\u00eam s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5.<\/p>\n\n\n\n<p>C\u00e1ch ti\u1ebfp c\u1eadn ph\u1ed1i h\u1ee3p n\u00e0y \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c t\u00e0i kho\u1ea3n c\u00f3 \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m nh\u1ea5t qu\u00e1n t\u1ea1i m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac trong h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd, t\u1eeb \u0111\u00f3 gia t\u0103ng s\u1ef1 g\u1eafn k\u1ebft v\u00e0 l\u00f2ng trung th\u00e0nh.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"614\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/hop-tac-lien-chuc-nang-1024x614.webp\" alt=\"H\u1ee3p t\u00e1c li\u00ean ch\u1ee9c n\u0103ng\" class=\"wp-image-15860\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/hop-tac-lien-chuc-nang-1024x614.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/hop-tac-lien-chuc-nang-300x180.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/hop-tac-lien-chuc-nang-768x461.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/hop-tac-lien-chuc-nang-1536x922.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/hop-tac-lien-chuc-nang.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-5-d\u1ea7u-t\u01b0-m\u1ea1nh-m\u1ebd-vao-ti\u1ebfp-th\u1ecb-n\u1ed9i-dung-nh\u1eafm-m\u1ee5c-tieu-targeted-content-marketing\">3.5 \u0110\u1ea7u t\u01b0 m\u1ea1nh m\u1ebd v\u00e0o ti\u1ebfp th\u1ecb n\u1ed9i dung nh\u1eafm m\u1ee5c ti\u00eau (targeted content marketing)<\/h3>\n\n\n\n<p>Ti\u1ebfp th\u1ecb n\u1ed9i dung l\u00e0 chi\u1ebfn l\u01b0\u1ee3c c\u1ea7n thi\u1ebft \u0111\u1ec3 nu\u00f4i d\u01b0\u1ee1ng c\u00e1c m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng trong ABM. Tuy nhi\u00ean, thay v\u00ec \u201ct\u1ea5n c\u00f4ng\u201d kh\u00e1ch h\u00e0ng b\u1eb1ng nh\u1eefng th\u00f4ng tin chung chung, doanh nghi\u1ec7p c\u1ea7n t\u1eadp trung v\u00e0o vi\u1ec7c t\u1ea1o ra n\u1ed9i dung c\u00f3 m\u1ee5c ti\u00eau, mang l\u1ea1i gi\u00e1 tr\u1ecb th\u1ef1c s\u1ef1, tr\u1ef1c ti\u1ebfp gi\u1ea3i quy\u1ebft c\u00e1c \u01b0u ti\u00ean, th\u00e1ch th\u1ee9c ho\u1eb7c \u0111i\u1ec3m \u0111au (pain points) c\u1ee7a t\u1eebng t\u00e0i kho\u1ea3n.<\/p>\n\n\n\n<p>Nh\u1eefng vi\u1ec7c c\u1ea7n th\u1ef1c hi\u1ec7n bao g\u1ed3m:<\/p>\n\n\n\n<p>\u2013 Tri\u1ec3n khai c\u00e1c chi\u1ebfn d\u1ecbch email newsletter v\u1edbi c\u00e1c b\u00e0i vi\u1ebft \u0111\u01b0\u1ee3c l\u1ef1a ch\u1ecdn k\u1ef9 l\u01b0\u1ee1ng, th\u00f4ng tin c\u1eadp nh\u1eadt v\u00e0 \u0111\u00e1ng tin c\u1eady, c\u00f3 li\u00ean quan \u0111\u1ebfn ng\u00e0nh, m\u1ee5c ti\u00eau v\u00e0 nhu c\u1ea7u c\u1ee7a t\u1eebng t\u00e0i kho\u1ea3n.<\/p>\n\n\n\n<p>\u2013 T\u1ed5 ch\u1ee9c c\u00e1c h\u1ed9i th\u1ea3o ho\u1eb7c webinar \u0111\u1ed9c quy\u1ec1n, chia s\u1ebb chuy\u00ean s\u00e2u v\u1ec1 xu h\u01b0\u1edbng m\u1edbi n\u1ed5i, ph\u01b0\u01a1ng ph\u00e1p hay nh\u1ea5t v\u00e0 gi\u1ea3i ph\u00e1p s\u00e1ng t\u1ea1o, ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee5 th\u1ec3 c\u1ee7a t\u1eebng t\u00e0i kho\u1ea3n.<\/p>\n\n\n\n<p>\u2013 Chia s\u1ebb c\u00e2u chuy\u1ec7n th\u00e0nh c\u00f4ng v\u00e0 case study, \u0111\u01b0a ra c\u00e1c d\u1eabn ch\u1ee9ng v\u1ec1 kh\u00e1ch h\u00e0ng trong c\u00f9ng ng\u00e0nh \u0111\u00e3 nh\u1eadn \u0111\u01b0\u1ee3c gi\u00e1 tr\u1ecb v\u01b0\u1ee3t tr\u1ed9i t\u1eeb s\u1ea3n ph\u1ea9m, gi\u1ea3i ph\u00e1p c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n\n<p>B\u1eb1ng c\u00e1ch t\u1ed1i \u01b0u c\u00e1c chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb n\u1ed9i dung, doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 th\u00fac \u0111\u1ea9y t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng m\u00e0 c\u00f2n kh\u1eb3ng \u0111\u1ecbnh m\u00ecnh nh\u01b0 m\u1ed9t ngu\u1ed3n th\u00f4ng tin chuy\u00ean m\u00f4n \u0111\u00e1ng tin c\u1eady, t\u1eeb \u0111\u00f3 c\u1ee7ng c\u1ed1 m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng theo th\u1eddi gian.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-6-t\u1ed5-ch\u1ee9c-cac-s\u1ef1-ki\u1ec7n-d\u1ed9c-quy\u1ec1n-va-co-gia-tr\u1ecb-cao-cho-tai-kho\u1ea3n\">3.6 T\u1ed5 ch\u1ee9c c\u00e1c s\u1ef1 ki\u1ec7n \u0111\u1ed9c quy\u1ec1n v\u00e0 c\u00f3 gi\u00e1 tr\u1ecb cao cho t\u00e0i kho\u1ea3n<\/h3>\n\n\n\n<p>C\u00e1c s\u1ef1 ki\u1ec7n, d\u00f9 tr\u1ef1c tuy\u1ebfn hay tr\u1ef1c ti\u1ebfp, \u0111\u1ec1u l\u00e0 c\u01a1 h\u1ed9i qu\u00fd gi\u00e1 \u0111\u1ec3 c\u00e1c doanh nghi\u1ec7p B2B ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 v\u1edbi c\u00e1c t\u00e0i kho\u1ea3n l\u1edbn v\u00e0 th\u1ec3 hi\u1ec7n vai tr\u00f2 l\u00e3nh \u0111\u1ea1o t\u01b0 duy trong ng\u00e0nh.<\/p>\n\n\n\n<p>M\u1ed9t s\u1ed1 h\u00ecnh th\u1ee9c t\u1ed5 ch\u1ee9c s\u1ef1 ki\u1ec7n m\u00e0 doanh nghi\u1ec7p c\u00f3 th\u1ec3 c\u00e2n nh\u1eafc:<\/p>\n\n\n\n<p>\u2013 Cu\u1ed9c h\u1ecdp b\u00e0n tr\u00f2n \u0111\u1ed9c quy\u1ec1n, d\u00e0nh cho s\u1ed1 \u00edt t\u00e0i kho\u1ea3n gi\u00e1 tr\u1ecb cao, n\u01a1i c\u00e1c chuy\u00ean gia v\u00e0 kh\u00e1ch m\u1eddi c\u00f9ng th\u1ea3o lu\u1eadn v\u1ec1 c\u00e1c th\u00e1ch th\u1ee9c, s\u00e1ng ki\u1ebfn v\u00e0 gi\u1ea3i ph\u00e1p m\u1edbi trong ng\u00e0nh.<\/p>\n\n\n\n<p>\u2013 H\u1ed9i th\u1ea3o v\u00e0 bu\u1ed5i \u0111\u00e0o t\u1ea1o chuy\u00ean bi\u1ec7t, \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf ri\u00eang nh\u1eb1m gi\u00fap c\u00e1c t\u00e0i kho\u1ea3n t\u1ed1i \u0111a h\u00f3a gi\u00e1 tr\u1ecb c\u1ee7a s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 doanh nghi\u1ec7p cung c\u1ea5p.<\/p>\n\n\n\n<p>\u2013 S\u1ef1 ki\u1ec7n VIP h\u00e0ng n\u0103m, quy t\u1ee5 c\u00e1c t\u00e0i kho\u1ea3n kh\u00e1ch h\u00e0ng l\u1edbn, m\u1eddi nh\u1eefng di\u1ec5n gi\u1ea3 c\u00f3 ti\u1ebfng trong ng\u00e0nh, t\u1ed5 ch\u1ee9c c\u00e1c phi\u00ean th\u1ea3o lu\u1eadn v\u00e0 c\u01a1 h\u1ed9i k\u1ebft n\u1ed1i \u0111\u1ec3 cung c\u1ea5p th\u00f4ng tin qu\u00fd b\u00e1u v\u00e0 c\u00e1c m\u1ed1i quan h\u1ec7 c\u00f3 gi\u00e1 tr\u1ecb.<\/p>\n\n\n\n<p>Th\u00f4ng qua nh\u1eefng s\u1ef1 ki\u1ec7n n\u00e0y, doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 kh\u1eb3ng \u0111\u1ecbnh v\u1ecb th\u1ebf nh\u01b0 m\u1ed9t nh\u00e0 l\u00e3nh \u0111\u1ea1o t\u01b0 t\u01b0\u1edfng, m\u00e0 c\u00f2n th\u1ec3 hi\u1ec7n s\u1ef1 cam k\u1ebft v\u1edbi th\u00e0nh c\u00f4ng c\u1ee7a t\u1eebng t\u00e0i kho\u1ea3n, gi\u00fap h\u1ecd ti\u1ebfp c\u1eadn tr\u1ef1c ti\u1ebfp v\u1edbi chuy\u00ean m\u00f4n v\u00e0 m\u1ea1ng l\u01b0\u1edbi c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-7-phat-tri\u1ec3n-ch\u01b0\u01a1ng-trinh-\u01b0u-dai-va-tri-an-danh-rieng-cho-t\u1eebng-tai-kho\u1ea3n\">3.7 Ph\u00e1t tri\u1ec3n ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i v\u00e0 tri \u00e2n d\u00e0nh ri\u00eang cho t\u1eebng t\u00e0i kho\u1ea3n<\/h3>\n\n\n\n<p>M\u1eb7c d\u00f9 c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft ph\u1ed5 bi\u1ebfn h\u01a1n trong B2C, nh\u01b0ng c\u00e1c c\u00f4ng ty B2B v\u1eabn c\u00f3 th\u1ec3 \u0111i\u1ec1u ch\u1ec9nh c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh n\u00e0y \u0111\u1ec3 cung c\u1ea5p c\u00e1c \u0111\u1eb7c quy\u1ec1n ho\u1eb7c l\u1ee3i \u00edch \u0111\u1ed9c \u0111\u00e1o d\u00e0nh cho c\u00e1c t\u00e0i kho\u1ea3n l\u1edbn.<\/p>\n\n\n\n<p>M\u1ed9t s\u1ed1 v\u00ed d\u1ee5 bao g\u1ed3m:<\/p>\n\n\n\n<p>\u2013 Chi\u1ebft kh\u1ea5u theo c\u1ea5p \u0111\u1ed9, d\u1ef1a tr\u00ean th\u1eddi gian h\u1ee3p t\u00e1c ho\u1eb7c m\u1ee9c chi ti\u00eau c\u1ee7a m\u1ed7i t\u00e0i kho\u1ea3n, nh\u1eb1m mang l\u1ea1i nh\u1eefng l\u1ee3i \u00edch \u0111\u1eb7c bi\u1ec7t cho c\u00e1c kh\u00e1ch h\u00e0ng trung th\u00e0nh.<\/p>\n\n\n\n<p>\u2013 Quy\u1ec1n truy c\u1eadp v\u00e0 tr\u1ea3i nghi\u1ec7m tr\u01b0\u1edbc c\u00e1c t\u00ednh n\u0103ng ho\u1eb7c s\u1ea3n ph\u1ea9m m\u1edbi, \u0111\u1ed3ng th\u1eddi khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng \u0111\u00f3ng g\u00f3p \u00fd ki\u1ebfn, gi\u00fap h\u1ecd c\u1ea3m nh\u1eadn \u0111\u01b0\u1ee3c s\u1ef1 quan t\u00e2m \u0111\u1eb7c bi\u1ec7t t\u1eeb ph\u00eda doanh nghi\u1ec7p.<\/p>\n\n\n\n<p>\u2013 \u0110\u00e0o t\u1ea1o v\u00e0 h\u1ed7 tr\u1ee3 chuy\u00ean bi\u1ec7t, cung c\u1ea5p c\u00e1c bu\u1ed5i h\u01b0\u1edbng d\u1eabn c\u00e1 nh\u00e2n h\u00f3a ho\u1eb7c \u0111\u00e0o t\u1ea1o 1:1 nh\u01b0 m\u1ed9t \u0111\u1eb7c quy\u1ec1n d\u00e0nh cho c\u00e1c t\u00e0i kho\u1ea3n chi ti\u00eau cao ho\u1eb7c h\u1ee3p t\u00e1c l\u00e2u d\u00e0i.<\/p>\n\n\n\n<p>M\u1ed9t ch\u01b0\u01a1ng tr\u00ecnh tri \u00e2n \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf tinh t\u1ebf kh\u00f4ng ch\u1ec9 th\u00fac \u0111\u1ea9y s\u1ef1 t\u01b0\u01a1ng t\u00e1c s\u00e2u s\u1eafc m\u00e0 c\u00f2n c\u1ee7ng c\u1ed1 m\u1ed1i quan h\u1ec7 v\u1eefng m\u1ea1nh v\u1edbi c\u00e1c t\u00e0i kho\u1ea3n, t\u1eeb \u0111\u00f3 x\u00e2y d\u1ef1ng l\u00f2ng tin v\u00e0 s\u1ef1 trung th\u00e0nh l\u00e2u d\u00e0i.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"614\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/tri-an-khach-hang-1024x614.webp\" alt=\"Tri \u00e2n kh\u00e1ch h\u00e0ng\" class=\"wp-image-15862\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/tri-an-khach-hang-1024x614.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/tri-an-khach-hang-300x180.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/tri-an-khach-hang-768x461.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/tri-an-khach-hang-1536x922.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/03\/tri-an-khach-hang.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-8-lien-t\u1ee5c-di\u1ec1u-ch\u1ec9nh-va-d\u1ed5i-m\u1edbi-chi\u1ebfn-l\u01b0\u1ee3c-abm\">3.8 Li\u00ean t\u1ee5c \u0111i\u1ec1u ch\u1ec9nh v\u00e0 \u0111\u1ed5i m\u1edbi chi\u1ebfn l\u01b0\u1ee3c ABM<\/h3>\n\n\n\n<p>M\u1ed9t chi\u1ebfn l\u01b0\u1ee3c ABM n\u0103ng \u0111\u1ed9ng v\u00e0 linh ho\u1ea1t l\u00e0 \u0111i\u1ec1u c\u1ea7n thi\u1ebft \u0111\u1ec3 duy tr\u00ec s\u1ef1 t\u01b0\u01a1ng t\u00e1c c\u1ee7a c\u00e1c t\u00e0i kho\u1ea3n trong th\u1eddi gian d\u00e0i. Doanh nghi\u1ec7p c\u1ea7n th\u01b0\u1eddng xuy\u00ean xem x\u00e9t v\u00e0 c\u1eadp nh\u1eadt chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a m\u00ecnh d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i t\u1eeb t\u00e0i kho\u1ea3n, xu h\u01b0\u1edbng th\u1ecb tr\u01b0\u1eddng v\u00e0 s\u1ef1 thay \u0111\u1ed5i trong nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>C\u00e1c ho\u1ea1t \u0111\u1ed9ng c\u1ea7n tri\u1ec3n khai bao g\u1ed3m:<\/p>\n\n\n\n<p>\u2013 C\u1eadp nh\u1eadt d\u1eef li\u1ec7u t\u00e0i kho\u1ea3n \u0111\u1ecbnh k\u1ef3 v\u00e0 d\u00f9ng d\u1eef li\u1ec7u \u0111\u00f3 \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a th\u00f4ng \u0111i\u1ec7p ho\u1eb7c \u01b0u \u0111\u00e3i d\u00e0nh cho kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>\u2013 \u0110\u1ea7u t\u01b0 v\u00e0o n\u1ec1n t\u1ea3ng CRM th\u00f4ng minh, t\u00edch h\u1ee3p c\u00e1c ch\u1ee9c n\u0103ng qu\u1ea3n l\u00fd S\u1ea3n ph\u1ea9m, Sales, Marketing v\u00e0 CSKH \u0111\u1ec3 n\u00e2ng cao kh\u1ea3 n\u0103ng c\u00e1 nh\u00e2n h\u00f3a th\u00f4ng \u0111i\u1ec7p, ph\u00e2n t\u00edch hi\u1ec7u su\u1ea5t v\u00e0 d\u1ef1 b\u00e1o doanh thu.<\/p>\n\n\n\n<p>\u2013 \u0110\u1ecbnh k\u1ef3 t\u1ed5 ch\u1ee9c c\u00e1c cu\u1ed9c h\u1ecdp \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t c\u1ee7a t\u1eebng t\u00e0i kho\u1ea3n, th\u1ea3o lu\u1eadn c\u00e1c s\u00e1ng ki\u1ebfn \u200b\u200bs\u1eafp t\u1edbi v\u00e0 t\u1eadn d\u1ee5ng ph\u1ea3n h\u1ed3i t\u1eeb kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c ABM.<\/p>\n\n\n\n<p>B\u1eb1ng c\u00e1ch li\u00ean t\u1ee5c c\u1ea3i ti\u1ebfn v\u00e0 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c ABM, doanh nghi\u1ec7p c\u00f3 th\u1ec3 gi\u1eef v\u1eefng s\u1ef1 li\u00ean k\u1ebft s\u00e2u s\u1eafc v\u1edbi c\u00e1c t\u00e0i kho\u1ea3n, \u0111\u1ea3m b\u1ea3o r\u1eb1ng chi\u1ebfn l\u01b0\u1ee3c v\u1eabn lu\u00f4n \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng v\u00e0 nhu c\u1ea7u thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-base-crm-bi-quy\u1ebft-nang-t\u1ea7m-qu\u1ea3n-ly-quan-h\u1ec7-khach-hang-trong-abm\">4. Base CRM &#8211; B\u00ed quy\u1ebft n\u00e2ng t\u1ea7m qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng trong ABM<\/h2>\n\n\n\n<p><a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">Base CRM<\/a> l\u00e0 ph\u1ea7n m\u1ec1m CRM ti\u00ean ti\u1ebfn, cung c\u1ea5p gi\u1ea3i ph\u00e1p to\u00e0n di\u1ec7n \u0111\u1ec3 qu\u1ea3n l\u00fd c\u00e1c ho\u1ea1t \u0111\u1ed9ng li\u00ean quan \u0111\u1ebfn S\u1ea3n ph\u1ea9m, Sales, Marketing v\u00e0 CSKH, gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh c\u00e1c t\u00e0i kho\u1ea3n c\u00f3 gi\u00e1 tr\u1ecb cao, c\u00e1 nh\u00e2n h\u00f3a ti\u1ebfp c\u1eadn, nu\u00f4i d\u01b0\u1ee1ng v\u00e0 ph\u00e2n t\u00edch m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 t\u1ed1i \u01b0u h\u00f3a hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c s\u00e1ng ki\u1ebfn ABM. C\u00e1c t\u00ednh n\u0103ng n\u1ed5i b\u1eadt c\u1ee7a Base CRM bao g\u1ed3m:<\/p>\n\n\n\n<p><strong>\u2013 Cung c\u1ea5p th\u00f4ng tin chi ti\u1ebft v\u1ec1 t\u00e0i kho\u1ea3n kh\u00e1ch h\u00e0ng:<\/strong> Base CRM thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u t\u1eeb nhi\u1ec1u ngu\u1ed3n kh\u00e1c nhau nh\u01b0 t\u01b0\u01a1ng t\u00e1c, doanh thu v\u00e0 t\u00edn hi\u1ec7u mua h\u00e0ng, t\u1ea1o ra c\u00e1i nh\u00ecn s\u00e2u s\u1eafc v\u1ec1 h\u00e0nh vi v\u00e0 nhu c\u1ea7u c\u1ee7a t\u1eebng t\u00e0i kho\u1ea3n. \u0110i\u1ec1u n\u00e0y gi\u00fap doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n c\u00e1c chi\u1ebfn d\u1ecbch c\u00e1 nh\u00e2n h\u00f3a, nh\u1eafm m\u1ee5c ti\u00eau ch\u00ednh x\u00e1c, t\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i t\u1eeb t\u00e0i kho\u1ea3n c\u00f3 gi\u00e1 tr\u1ecb cao.<\/p>\n\n\n\n<p><strong>\u2013 K\u00edch ho\u1ea1t chi\u1ebfn d\u1ecbch qu\u1ea3ng c\u00e1o \u0111a k\u00eanh:<\/strong> Base CRM t\u00edch h\u1ee3p c\u00e1c ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp th\u1ecb qua nhi\u1ec1u k\u00eanh, gi\u00fap \u0111\u1ed3ng b\u1ed9 h\u00f3a chi\u1ebfn d\u1ecbch v\u00e0 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a cho t\u1eebng t\u00e0i kho\u1ea3n kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea1o ra chi\u1ebfn l\u01b0\u1ee3c nu\u00f4i d\u01b0\u1ee1ng hi\u1ec7u qu\u1ea3, ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh mua h\u00e0ng.<\/p>\n\n\n\n<p><strong>\u2013 H\u1ee3p l\u00fd h\u00f3a b\u00e1o c\u00e1o v\u00e0 \u0111o l\u01b0\u1eddng hi\u1ec7u su\u1ea5t:<\/strong> Base CRM cung c\u1ea5p c\u00e1c b\u00e1o tr\u1ef1c quan v\u00e0 ch\u00ednh x\u00e1c v\u1ec1 hi\u1ec7u su\u1ea5t chi\u1ebfn d\u1ecbch ABM, gi\u00fap doanh nghi\u1ec7p \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh nhanh ch\u00f3ng d\u1ef1a tr\u00ean s\u1ed1 li\u1ec7u th\u1ef1c t\u1ebf.<\/p>\n\n\n\n<p><strong>\u2013 T\u0103ng c\u01b0\u1eddng s\u1ef1 h\u1ee3p t\u00e1c gi\u1eefa c\u00e1c nh\u00f3m:<\/strong> Base CRM t\u1ea1o \u0111i\u1ec1u ki\u1ec7n cho s\u1ef1 c\u1ed9ng t\u00e1c li\u1ec1n m\u1ea1ch gi\u1eefa nh\u00f3m ti\u1ebfp th\u1ecb, b\u00e1n h\u00e0ng v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, \u0111\u1ea3m b\u1ea3o m\u1ecdi ho\u1ea1t \u0111\u1ed9ng ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng \u0111\u1ec1u nh\u1ea5t qu\u00e1n d\u1ef1a tr\u00ean d\u1eef li\u1ec7u th\u1eddi gian th\u1ef1c.<\/p>\n\n\n\n<p><strong>\u2013 Gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng b\u1eb1ng m\u1ecdi gi\u00e1:<\/strong> Base CRM h\u1ed7 tr\u1ee3 ch\u0103m s\u00f3c t\u00e0i kho\u1ea3n sau b\u00e1n v\u1edbi c\u00e1c t\u00ednh n\u0103ng nh\u01b0 giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng qua c\u00e1c k\u00eanh ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi h\u00e0nh vi c\u1ee7a h\u1ecd (ch\u1eb3ng h\u1ea1n nh\u01b0 email, Zalo, g\u1eb7p m\u1eb7t tr\u1ef1c ti\u1ebfp,&#8230;), x\u00e2y d\u1ef1ng c\u00e1c k\u1ecbch b\u1ea3n ch\u0103m s\u00f3c t\u00e0i kho\u1ea3n, nh\u1eadn di\u1ec7n nhanh ch\u00f3ng c\u00e1c d\u1ea5u hi\u1ec7u gi\u1ea3m t\u01b0\u01a1ng t\u00e1c ho\u1eb7c suy gi\u1ea3m doanh thu, gi\u00fap doanh nghi\u1ec7p ch\u1ee7 \u0111\u1ed9ng tri\u1ec3n khai c\u00e1c bi\u1ec7n ph\u00e1p kh\u1eafc ph\u1ee5c tr\u01b0\u1edbc khi kh\u00e1ch h\u00e0ng r\u1eddi \u0111i.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img 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><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-k\u1ebft-lu\u1eadn\">5. K\u1ebft lu\u1eadn<\/h2>\n\n\n\n<p>Base CRM v\u1eeba chia s\u1ebb v\u1edbi doanh nghi\u1ec7p 8+ ph\u01b0\u01a1ng ph\u00e1p qu\u1ea3n l\u00fd v\u00e0 duy tr\u00ec m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng t\u1ed1t \u0111\u1eb9p v\u1edbi c\u00e1c t\u00e0i kho\u1ea3n l\u1edbn trong chi\u1ebfn l\u01b0\u1ee3c ABM. Qua \u0111\u00f3, ABM kh\u00f4ng ch\u1ec9 \u0111em l\u1ea1i t\u0103ng tr\u01b0\u1edfng doanh thu nh\u1ea5t th\u1eddi m\u00e0 c\u00f2n gi\u00fap t\u1ea1o d\u1ef1ng m\u1ed1i quan h\u1ec7 b\u1ec1n b\u1ec9, \u0111\u00f4i b\u00ean c\u00f9ng c\u00f3 l\u1ee3i gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng. Ch\u00fac doanh nghi\u1ec7p \u00e1p d\u1ee5ng th\u00e0nh c\u00f4ng nh\u1eefng ph\u01b0\u01a1ng ph\u00e1p n\u00e0y v\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 v\u01b0\u1ee3t ngo\u00e0i k\u1ef3 v\u1ecdng. Li\u00ean h\u1ec7 Base.vn ngay h\u00f4m nay \u0111\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n v\u00e0 tri\u1ec3n khai Base CRM!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Trong Account-Based Marketing (ABM), m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 d\u1eebng \u1edf vi\u1ec7c b\u00e1n h\u00e0ng, m\u00e0 l\u00e0 qu\u00e1 tr\u00ecnh nu\u00f4i d\u01b0\u1ee1ng gi\u00e1 tr\u1ecb l\u00e2u d\u00e0i. Vi\u1ec7c qu\u1ea3n l\u00fd v\u00e0 duy tr\u00ec quan h\u1ec7 kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng ni\u1ec1m tin, t\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i v\u00e0 t\u1ed1i \u0111a h\u00f3a [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":15852,"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-15841","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>8+ c\u00e1ch qu\u1ea3n l\u00fd v\u00e0 duy tr\u00ec quan h\u1ec7 kh\u00e1ch h\u00e0ng trong Account-Based Marketing<\/title>\n<meta name=\"description\" content=\"8+ c\u00e1ch 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