{"id":25815,"date":"2025-12-10T10:45:02","date_gmt":"2025-12-10T03:45:02","guid":{"rendered":"https:\/\/base.vn\/blog\/?p=25815"},"modified":"2025-12-10T10:54:37","modified_gmt":"2025-12-10T03:54:37","slug":"retention-la-gi","status":"publish","type":"post","link":"https:\/\/base.vn\/blog\/retention-la-gi\/","title":{"rendered":"Retention l\u00e0 g\u00ec? 6+ chi\u1ebfn l\u01b0\u1ee3c n\u00e2ng cao t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng"},"content":{"rendered":"\n<p>Trong b\u1ed1i c\u1ea3nh c\u1ea1nh tranh ng\u00e0y c\u00e0ng kh\u1ed1c li\u1ec7t, vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi kh\u00f4ng c\u00f2n l\u00e0 \u201cch\u00eca kh\u00f3a v\u00e0ng\u201d \u0111\u1ec3 t\u0103ng tr\u01b0\u1edfng. Thay v\u00e0o \u0111\u00f3, <strong>gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng \u2013 Retention<\/strong> m\u1edbi l\u00e0 y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u chi ph\u00ed, t\u0103ng doanh thu b\u1ec1n v\u1eefng v\u00e0 x\u00e2y d\u1ef1ng l\u1ee3i th\u1ebf d\u00e0i h\u1ea1n. V\u1eady Retention l\u00e0 g\u00ec v\u00e0 l\u00e0m sao \u0111\u1ec3 n\u00e2ng cao ch\u1ec9 s\u1ed1 n\u00e0y m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3? B\u00e0i vi\u1ebft n\u00e0y <a href=\"https:\/\/base.vn\/?utm_source=blog&amp;utm_content=retention-la-gi\" target=\"_blank\" rel=\"noreferrer noopener\">Base.vn<\/a> s\u1ebd chia s\u1ebb <strong>6+ chi\u1ebfn l\u01b0\u1ee3c tr\u1ecdng t\u00e2m<\/strong>, \u0111\u01b0\u1ee3c nhi\u1ec1u doanh nghi\u1ec7p th\u00e0nh c\u00f4ng \u00e1p d\u1ee5ng, gi\u00fap b\u1ea1n c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m v\u00e0 gia t\u0103ng m\u1ee9c \u0111\u1ed9 g\u1eafn b\u00f3 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-retention-la-gi\">1. Retention l\u00e0 g\u00ec?<\/h2>\n\n\n\n<p><strong>Retention<\/strong> l\u00e0 m\u1ed9t thu\u1eadt ng\u1eef ti\u1ebfng Anh \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng ph\u1ed5 bi\u1ebfn trong c\u00e1c l\u0129nh v\u1ef1c nh\u01b0 marketing (ti\u1ebfp th\u1ecb), nh\u00e2n s\u1ef1 v\u00e0 gi\u00e1o d\u1ee5c, v\u1edbi \u00fd ngh\u0129a c\u01a1 b\u1ea3n l\u00e0 gi\u1eef ch\u00e2n ho\u1eb7c duy tr\u00ec. Trong kinh doanh, Retention th\u01b0\u1eddng g\u1eafn li\u1ec1n v\u1edbi kh\u00e1i ni\u1ec7m Customer Retention \u2013 \u201cgi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng\u201d. \u0110\u00e2y l\u00e0 t\u1eadp h\u1ee3p c\u00e1c ho\u1ea1t \u0111\u1ed9ng, ph\u01b0\u01a1ng ph\u00e1p, ho\u1eb7c chi\u1ebfn l\u01b0\u1ee3c m\u00e0 c\u00e1c doanh nghi\u1ec7p \u00e1p d\u1ee5ng nh\u1eb1m gi\u1ea3m thi\u1ec3u s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf v\u00e0 chuy\u1ec3n sang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh.<\/p>\n\n\n\n<p>M\u1ee5c ti\u00eau c\u1ee7a c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng l\u00e0 duy tr\u00ec \u0111\u01b0\u1ee3c nhi\u1ec1u kh\u00e1ch h\u00e0ng nh\u1ea5t c\u00f3 th\u1ec3, khi\u1ebfn h\u1ecd quay l\u1ea1i sau khi \u0111\u00e3 s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, v\u00e0 \u0111\u1eb7c bi\u1ec7t l\u00e0 th\u00fac \u0111\u1ea9y h\u1ecd g\u1eafn b\u00f3 v\u00e0 trung th\u00e0nh v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n\n\n\n<p>M\u1ed9t \u0111i\u1ec1u quan tr\u1ecdng c\u1ea7n nh\u1edb, <a href=\"https:\/\/base.vn\/blog\/giu-chan-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/a> l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh di\u1ec5n ra li\u00ean t\u1ee5c v\u00e0 xuy\u00ean su\u1ed1t v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1eaft \u0111\u1ea7u t\u1eeb khi h\u1ecd l\u1ea7n \u0111\u1ea7u ti\u1ebfp x\u00fac v\u1edbi th\u01b0\u01a1ng hi\u1ec7u cho \u0111\u1ebfn c\u1ea3 nh\u1eefng giai \u0111o\u1ea1n v\u1ec1 sau.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"587\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/retention-la-gi-1024x587.webp\" alt=\"\" class=\"wp-image-25846\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/retention-la-gi-1024x587.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/retention-la-gi-300x172.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/retention-la-gi-768x440.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/retention-la-gi-1536x880.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/retention-la-gi.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-t\u1ea1i-sao-doanh-nghi\u1ec7p-c\u1ea7n-ph\u1ea3i-gi\u1eef-chan-khach-hang\">2. T\u1ea1i sao doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng?<\/h2>\n\n\n\n<p>\u0110\u1ea3m b\u1ea3o t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n \u1ed5n \u0111\u1ecbnh ph\u1ea3n \u00e1nh s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a doanh nghi\u1ec7p trong vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 t\u1ed1t \u0111\u1eb9p v\u1edbi kh\u00e1ch h\u00e0ng. C\u1ee5 th\u1ec3, trong s\u1ed1 nh\u1eefng l\u00fd do ch\u00ednh khi\u1ebfn retention tr\u1edf n\u00ean quan tr\u1ecdng \u0111\u1ed1i v\u1edbi ho\u1ea1t \u0111\u1ed9ng kinh doanh g\u1ed3m c\u00f3:<\/p>\n\n\n\n<p><strong>\u2013 T\u1ed1i \u01b0u h\u00f3a chi ph\u00ed marketing:<\/strong><\/p>\n\n\n\n<p>Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Harvard Business Review, t\u00f9y thu\u1ed9c v\u00e0o m\u1ed7i ng\u00e0nh, vi\u1ec7c c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t kh\u00e1ch h\u00e0ng m\u1edbi t\u1ed1n s\u1ebd <a href=\"https:\/\/hbr.org\/2014\/10\/the-value-of-keeping-the-right-customers\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">k\u00e9m g\u1ea5p 5 \u0111\u1ebfn 25 l\u1ea7n<\/a> so v\u1edbi vi\u1ec7c duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u1edbi m\u1ed9t kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i. V\u00ec v\u1eady, m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 c\u00f3 th\u1ec3 gi\u00fap doanh nghi\u1ec7p ti\u1ebft ki\u1ec7m \u0111\u00e1ng k\u1ec3 c\u1ea3 th\u1eddi gian l\u1eabn chi ph\u00ed.<\/p>\n\n\n\n<p>R\u00f5 r\u00e0ng r\u1eb1ng, vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi th\u01b0\u1eddng \u0111\u00f2i h\u1ecfi c\u00e1c kho\u1ea3n \u0111\u1ea7u t\u01b0 l\u1edbn v\u00e0o qu\u1ea3ng c\u00e1o, khuy\u1ebfn m\u1ea1i v\u00e0 quy tr\u00ecnh h\u1ed9i nh\u1eadp (onboarding). Trong khi \u0111\u00f3, vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3 ch\u1ee7 y\u1ebfu ch\u1ec9 c\u1ea7n cung c\u1ea5p d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c, h\u1ed7 tr\u1ee3 li\u00ean t\u1ee5c v\u00e0 chu \u0111\u00e1o.<\/p>\n\n\n\n<p><strong>\u2013 Gia t\u0103ng l\u1ee3i nhu\u1eadn v\u00e0 CLV:<\/strong><\/p>\n\n\n\n<p>Tr\u00ean th\u1ef1c t\u1ebf, nh\u1eefng kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng c\u00f3 xu h\u01b0\u1edbng mua h\u00e0ng l\u1eb7p l\u1ea1i v\u00e0 g\u1eafn b\u00f3 l\u00e2u d\u00e0i h\u01a1n. Theo McKinsey, <a href=\"https:\/\/www.mckinsey.com\/~\/media\/mckinsey\/email\/rethink\/2023\/08\/2023-08-16c.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">80% doanh thu c\u1ee7a c\u00e1c c\u00f4ng ty t\u0103ng tr\u01b0\u1edfng th\u00e0nh c\u00f4ng<\/a> \u0111\u1ebfn t\u1eeb kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i.<\/p>\n\n\n\n<p>Kh\u00e1ch h\u00e0ng c\u0169 l\u00e0 nh\u1eefng ng\u01b0\u1eddi \u0111\u00e3 bi\u1ebft \u0111\u1ebfn th\u01b0\u01a1ng hi\u1ec7u, \u0111\u00e3 tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p, do \u0111\u00f3, h\u1ecd s\u1ebd d\u1ec5 h\u01b0\u1edfng \u1ee9ng c\u00e1c ho\u1ea1t \u0111\u1ed9ng b\u00e1n th\u00eam (up-selling) v\u00e0 b\u00e1n ch\u00e9o (cross-selling) h\u01a1n. V\u00e0 t\u1eeb \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 gia t\u0103ng gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng (Customer Lifetime Value &#8211; CLV).<\/p>\n\n\n\n<p><strong>\u2013 \u0110\u01b0\u1ee3c qu\u1ea3ng b\u00e1 th\u01b0\u01a1ng hi\u1ec7u mi\u1ec5n ph\u00ed:<\/strong><\/p>\n\n\n\n<p>Khi doanh nghi\u1ec7p k\u1ebft n\u1ed1i s\u00e2u s\u1eafc v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i v\u00e0 t\u1ea1o ra nh\u1eefng gi\u00e1 tr\u1ecb v\u01b0\u1ee3t mong \u0111\u1ee3i, h\u1ecd kh\u00f4ng ch\u1ec9 tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng trung th\u00e0nh m\u00e0 c\u00f2n g\u00f3p ph\u1ea7n m\u1edf r\u1ed9ng th\u01b0\u01a1ng hi\u1ec7u m\u1ed9t c\u00e1ch t\u1ef1 nhi\u00ean.<\/p>\n\n\n\n<p>Nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u00f3 kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p th\u00f4ng qua ti\u1ebfp th\u1ecb truy\u1ec1n mi\u1ec7ng v\u00e0 c\u00e1c \u0111\u00e1nh gi\u00e1 t\u00edch c\u1ef1c tr\u00ean website, m\u1ea1ng x\u00e3 h\u1ed9i hay s\u00e0n th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"587\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/tai-sao-doanh-nghiep-can-giu-chan-khach-hang-1024x587.webp\" alt=\"T\u1ea1i sao doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng?\" class=\"wp-image-25848\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/tai-sao-doanh-nghiep-can-giu-chan-khach-hang-1024x587.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/tai-sao-doanh-nghiep-can-giu-chan-khach-hang-300x172.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/tai-sao-doanh-nghiep-can-giu-chan-khach-hang-768x440.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/tai-sao-doanh-nghiep-can-giu-chan-khach-hang-1536x880.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/tai-sao-doanh-nghiep-can-giu-chan-khach-hang.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>T\u1ea1i sao doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng?<\/em><\/figcaption><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-5-ch\u1ec9-s\u1ed1-chinh-d\u01b0\u1ee3c-dung-d\u1ec3-do-l\u01b0\u1eddng-hi\u1ec7u-qu\u1ea3-gi\u1eef-chan-khach-hang\">3. 5 ch\u1ec9 s\u1ed1 ch\u00ednh \u0111\u01b0\u1ee3c d\u00f9ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<p>Khi ti\u1ebfn h\u00e0nh \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c chi\u1ebfn l\u01b0\u1ee3c retention, doanh nghi\u1ec7p c\u1ea7n ch\u00fa \u00fd nh\u1eefng ch\u1ec9 s\u1ed1 quan tr\u1ecdng nh\u01b0 sau:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-1-customer-retention-rate\">3.1 Customer Retention Rate<\/h3>\n\n\n\n<p>Customer Retention Rate (CRR) hay T\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, l\u00e0 ch\u1ec9 s\u1ed1 th\u1ec3 hi\u1ec7n r\u00f5 nh\u1ea5t hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c chi\u1ebfn l\u01b0\u1ee3c duy tr\u00ec kh\u00e1ch h\u00e0ng. CRR bi\u1ec3u th\u1ecb t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p duy tr\u00ec \u0111\u01b0\u1ee3c trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh, c\u00f3 th\u1ec3 l\u00e0 m\u1ed9t th\u00e1ng, qu\u00fd ho\u1eb7c n\u0103m.<\/p>\n\n\n\n<p>M\u1ed9t CRR cao ch\u1ee9ng t\u1ecf kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p, \u0111\u1ed3ng th\u1eddi cho th\u1ea5y doanh nghi\u1ec7p \u0111ang th\u00e0nh c\u00f4ng trong vi\u1ec7c duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3.<\/p>\n\n\n\n<p>\u0110\u1ec3 t\u00ednh to\u00e1n ch\u1ec9 s\u1ed1 CRR, doanh nghi\u1ec7p c\u1ea7n chu\u1ea9n b\u1ecb ba d\u1eef li\u1ec7u ch\u00ednh:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u1edf \u0111\u1ea7u k\u1ef3<\/strong>: T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p s\u1edf h\u1eefu \u1edf \u0111\u1ea7u giai \u0111o\u1ea1n \u0111o l\u01b0\u1eddng.<\/li>\n\n\n\n<li><strong>S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u1edf cu\u1ed1i k\u1ef3<\/strong>: T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng c\u00f2n l\u1ea1i v\u00e0o cu\u1ed1i giai \u0111o\u1ea1n \u0111o l\u01b0\u1eddng.<\/li>\n\n\n\n<li><strong>S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1edbi<\/strong>: T\u1ed5ng s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1edbi m\u00e0 doanh nghi\u1ec7p thu h\u00fat \u0111\u01b0\u1ee3c trong giai \u0111o\u1ea1n \u0111o l\u01b0\u1eddng.<\/li>\n<\/ul>\n\n\n\n<p>T\u1ed5ng h\u1ee3p t\u1ea5t c\u1ea3 d\u1eef li\u1ec7u l\u1ea1i, ch\u00fang ta c\u00f3 c\u00f4ng th\u1ee9c CRR nh\u01b0 sau:<\/p>\n\n\n\n<p class=\"has-text-align-center has-background\" style=\"background-color:#ebf6fd\"><strong>T\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng = (S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u1edf cu\u1ed1i k\u1ef3 \u2013 S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng m\u1edbi) \/ S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u1edf \u0111\u1ea7u k\u1ef3 x 100<\/strong><\/p>\n\n\n\n<p>V\u00ed d\u1ee5: M\u1ed9t c\u00f4ng ty b\u1eaft \u0111\u1ea7u n\u0103m t\u00e0i ch\u00ednh v\u1edbi 50 kh\u00e1ch h\u00e0ng. Trong th\u1eddi gian \u0111\u00f3, c\u00f4ng ty m\u1ea5t 10 kh\u00e1ch h\u00e0ng, nh\u01b0ng c\u00f3 th\u00eam 20 kh\u00e1ch h\u00e0ng m\u1edbi. V\u00ec v\u1eady, v\u00e0o cu\u1ed1i n\u0103m t\u00e0i ch\u00ednh, c\u00f4ng ty c\u00f3 t\u1ed5ng c\u1ed9ng 60 kh\u00e1ch h\u00e0ng. \u00c1p d\u1ee5ng c\u00f4ng th\u1ee9c s\u1ebd \u0111\u01b0\u1ee3c:<\/p>\n\n\n\n<p><strong>T\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng = (60 &#8211; 20) \u00f7 50 x 100 = 80%<\/strong><\/p>\n\n\n\n<p>Nh\u01b0 v\u1eady, t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng trong n\u0103m t\u00e0i ch\u00ednh \u0111\u00f3 l\u00e0 80%.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-2-churn-rate\">3.2 Churn Rate<\/h3>\n\n\n\n<p><a href=\"https:\/\/base.vn\/blog\/churn-rate\/\" target=\"_blank\" rel=\"noreferrer noopener\">Churn Rate<\/a> hay T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf, l\u00e0 ch\u1ec9 s\u1ed1 th\u1ec3 hi\u1ec7n ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng m\u00e0 doanh nghi\u1ec7p \u0111\u00e3 \u0111\u00e1nh m\u1ea5t trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh.<\/p>\n\n\n\n<p>T\u1ef7 l\u1ec7 r\u1eddi b\u1ecf cao ho\u1eb7c T\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n th\u1ea5p l\u00e0 d\u1ea5u hi\u1ec7u \u0111\u00e1ng lo ng\u1ea1i, cho th\u1ea5y kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m kh\u00f4ng t\u1ed1t v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c <a href=\"https:\/\/base.vn\/blog\/cham-soc-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/a>. \u0110\u00e2y l\u00e0 l\u00fac doanh nghi\u1ec7p c\u1ea7n tri\u1ec3n khai c\u00e1c chi\u1ebfn l\u01b0\u1ee3c c\u1ea3i thi\u1ec7n \u0111\u1ec3 kh\u1eafc ph\u1ee5c t\u00ecnh h\u00ecnh, n\u1ebfu kh\u00f4ng s\u1ebd ph\u1ea3i t\u0103ng chi ph\u00ed \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi (CAC) nh\u1eb1m b\u00f9 \u0111\u1eafp cho nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00e3 r\u1eddi \u0111i.<\/p>\n\n\n\n<p>\u0110\u1ec3 t\u00ednh Churn Rate, tr\u01b0\u1edbc ti\u00ean doanh nghi\u1ec7p c\u1ea7n x\u00e1c \u0111\u1ecbnh kho\u1ea3ng th\u1eddi gian \u0111o l\u01b0\u1eddng c\u1ee5 th\u1ec3, v\u00e0 \u00e1p d\u1ee5ng c\u00f4ng th\u1ee9c:<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong>T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf = (S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u0111\u00e1nh m\u1ea5t \u00f7 T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng v\u00e0o \u0111\u1ea7u k\u1ef3) x 100<\/strong><\/p>\n\n\n\n<p>V\u1edbi c\u00f9ng v\u00ed d\u1ee5 \u1edf tr\u00ean, t\u1ed5ng s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u1edf \u0111\u1ea7u n\u0103m t\u00e0i ch\u00ednh l\u00e0 50, s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf th\u01b0\u01a1ng hi\u1ec7u trong c\u00f9ng k\u1ef3 l\u00e0 10. \u00c1p d\u1ee5ng c\u00f4ng th\u1ee9c s\u1ebd \u0111\u01b0\u1ee3c:<\/p>\n\n\n\n<p><strong>T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf = (10 \u00f7 50) \u00d7 100 = 20%<\/strong><\/p>\n\n\n\n<p>Nh\u01b0 v\u1eady, t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf trong n\u0103m t\u00e0i ch\u00ednh \u0111\u00f3 l\u00e0 20%.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-3-customer-repeat-rate\">3.3 Customer Repeat Rate<\/h3>\n\n\n\n<p>Customer Repeat Rate hay T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng quay l\u1ea1i, l\u00e0 ch\u1ec9 s\u1ed1 cho bi\u1ebft t\u1ed5ng s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u0111\u00e3 th\u1ef1c hi\u1ec7n mua h\u00e0ng t\u1eeb 2 l\u1ea7n tr\u1edf l\u00ean. \u0110\u00e2y l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng retention quan tr\u1ecdng trong th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed nh\u01b0ng c\u0169ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng cho nhi\u1ec1u ng\u00e0nh kinh doanh kh\u00e1c.<\/p>\n\n\n\n<p>T\u1ef7 l\u1ec7 mua h\u00e0ng l\u1eb7p l\u1ea1i cao cho th\u1ea5y kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft, tr\u1ea3i nghi\u1ec7m th\u01b0\u01a1ng hi\u1ec7u t\u1ed5ng th\u1ec3 v\u00e0 h\u1ecd c\u00f3 kh\u1ea3 n\u0103ng ti\u1ebfp t\u1ee5c mua h\u00e0ng t\u1eeb doanh nghi\u1ec7p, gi\u00fap t\u0103ng doanh thu v\u00e0 l\u1ee3i nhu\u1eadn.<\/p>\n\n\n\n<p>\u0110\u1ec3 t\u00ednh T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng quay l\u1ea1i, doanh nghi\u1ec7p s\u1ebd l\u1ea5y S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng mua h\u00e0ng l\u1eb7p l\u1ea1i chia cho T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng trong m\u1ed9t khung th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh (c\u00f3 th\u1ec3 h\u00e0ng ng\u00e0y\/tu\u1ea7n\/th\u00e1ng), sau \u0111\u00f3 nh\u00e2n v\u1edbi 100 \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c t\u1ef7 l\u1ec7 ph\u1ea7n tr\u0103m. C\u00f4ng th\u1ee9c c\u1ee5 th\u1ec3:<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong>T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng quay l\u1ea1i = (S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng quay l\u1ea1i \u00f7 T\u1ed5ng s\u1ed1 kh\u00e1ch h\u00e0ng) x 100<\/strong><\/p>\n\n\n\n<p>V\u00ed d\u1ee5: Gi\u1ea3 s\u1eed trong m\u1ed9t tu\u1ea7n qua, doanh nghi\u1ec7p c\u00f3 2000 kh\u00e1ch h\u00e0ng ho\u00e0n t\u1ea5t giao d\u1ecbch mua h\u00e0ng v\u00e0&nbsp; 500 trong s\u1ed1 h\u1ecd l\u00e0 kh\u00e1ch h\u00e0ng quay l\u1ea1i mua. Theo c\u00f4ng th\u1ee9c, ch\u00fang ta c\u00f3:<\/p>\n\n\n\n<p><strong>T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng quay l\u1ea1i = (500 \u00f7 2000) \u00d7 100 = 25%<\/strong><\/p>\n\n\n\n<p>Nh\u01b0 v\u1eady, T\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng quay l\u1ea1i mua h\u00e0ng trong tu\u1ea7n qua l\u00e0 25%.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-4-purchase-frequency-rate\">3.4 Purchase Frequency Rate<\/h3>\n\n\n\n<p>Purchase Frequency Rate hay T\u1ef7 l\u1ec7 t\u1ea7n su\u1ea5t mua h\u00e0ng, \u0111o l\u01b0\u1eddng s\u1ed1 l\u1ea7n trung b\u00ecnh kh\u00e1ch h\u00e0ng mua h\u00e0ng trong m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh. Kho\u1ea3ng th\u1eddi gian n\u00e0y c\u00f3 th\u1ec3 dao \u0111\u1ed9ng t\u1eeb m\u1ed9t tu\u1ea7n \u0111\u1ebfn v\u00e0i n\u0103m. Tuy nhi\u00ean, vi\u1ec7c t\u00ednh to\u00e1n t\u1ef7 l\u1ec7 n\u00e0y theo n\u0103m s\u1ebd cung c\u1ea5p m\u1ed9t c\u00e1i nh\u00ecn r\u00f5 r\u1ec7t h\u01a1n v\u1ec1 t\u00e1c \u0111\u1ed9ng c\u1ee7a m\u1ed9t s\u1ed1 y\u1ebfu t\u1ed1 nh\u1ea5t \u0111\u1ecbnh\u2014ch\u1eb3ng h\u1ea1n nh\u01b0 m\u1ee9c \u0111\u1ed9 mua h\u00e0ng trong k\u1ef3 ngh\u1ec9 v\u00e0 c\u00e1c \u0111\u1ee3t khuy\u1ebfn m\u00e3i t\u0103ng hay gi\u1ea3m h\u01a1n bao nhi\u00eau so v\u1edbi b\u00ecnh th\u01b0\u1eddng.<\/p>\n\n\n\n<p>T\u1ea7n su\u1ea5t mua h\u00e0ng trung b\u00ecnh c\u1ee7a m\u1ed9t kh\u00e1ch h\u00e0ng c\u00e0ng cao, c\u00e0ng ch\u1ee9ng t\u1ecf chi\u1ebfn l\u01b0\u1ee3c marketing \u0111\u00e3 \u0111em l\u1ea1i hi\u1ec7u qu\u1ea3 trong vi\u1ec7c thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>\u0110\u1ec3 t\u00ednh T\u1ef7 l\u1ec7 t\u1ea7n su\u1ea5t mua h\u00e0ng, doanh nghi\u1ec7p \u00e1p d\u1ee5ng c\u00f4ng th\u1ee9c:<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong>T\u1ef7 l\u1ec7 t\u1ea7n su\u1ea5t mua h\u00e0ng = S\u1ed1 l\u01b0\u1ee3ng \u0111\u01a1n h\u00e0ng \u00f7 S\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng (unique)<\/strong><\/p>\n\n\n\n<p>V\u00ed d\u1ee5: Trong Qu\u00fd II, m\u1ed9t c\u1eeda h\u00e0ng tr\u1ef1c tuy\u1ebfn ghi nh\u1eadn 50 \u0111\u01a1n h\u00e0ng t\u1eeb 35 kh\u00e1ch h\u00e0ng. Trong \u0111\u00f3, 25 kh\u00e1ch h\u00e0ng mua 1 l\u1ea7n v\u00e0 10 kh\u00e1ch h\u00e0ng mua 25 \u0111\u01a1n h\u00e0ng c\u00f2n l\u1ea1i. \u00c1p d\u1ee5ng c\u00f4ng th\u1ee9c:<\/p>\n\n\n\n<p><strong>T\u1ef7 l\u1ec7 t\u1ea7n su\u1ea5t mua h\u00e0ng = 50 \u00f7 35 = 1,43<\/strong><\/p>\n\n\n\n<p>Nh\u01b0 v\u1eady, T\u1ea7n su\u1ea5t mua h\u00e0ng l\u00e0 1,43, ngh\u0129a l\u00e0 trung b\u00ecnh m\u1ed9t kh\u00e1ch h\u00e0ng \u0111\u00e3 mua 1,43 \u0111\u01a1n h\u00e0ng trong Qu\u00fd II.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"587\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/cac-chi-so-retention-1024x587.webp\" alt=\"ch\u1ec9 s\u1ed1 ch\u00ednh \u0111\u01b0\u1ee3c d\u00f9ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng\" class=\"wp-image-25850\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/cac-chi-so-retention-1024x587.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/cac-chi-so-retention-300x172.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/cac-chi-so-retention-768x440.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/cac-chi-so-retention-1536x880.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/cac-chi-so-retention.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>Ch\u1ec9 s\u1ed1 ch\u00ednh \u0111\u01b0\u1ee3c d\u00f9ng \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/em><\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-5-customer-lifetime-value\">3.5 Customer Lifetime Value<\/h3>\n\n\n\n<p><a href=\"https:\/\/base.vn\/blog\/clv-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">Customer Lifetime Value (CLV)<\/a> hay Gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng, l\u00e0 m\u1ed9t ch\u1ec9 s\u1ed1 \u0111\u01b0\u1ee3c d\u00f9ng \u0111\u1ec3 \u01b0\u1edbc t\u00ednh t\u1ed5ng doanh thu m\u00e0 doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea1o ra t\u1eeb m\u1ed9t kh\u00e1ch h\u00e0ng trong su\u1ed1t th\u1eddi gian h\u1ecd g\u1eafn b\u00f3 v\u1edbi doanh nghi\u1ec7p.<\/p>\n\n\n\n<p>D\u1ef1a tr\u00ean \u01b0\u1edbc t\u00ednh CLV, doanh nghi\u1ec7p c\u00f3 th\u1ec3 nh\u1eadn di\u1ec7n \u0111\u01b0\u1ee3c nh\u1eefng nh\u00f3m kh\u00e1ch h\u00e0ng trung th\u00e0nh nh\u1ea5t, t\u1eeb \u0111\u00f3 t\u1ed1i \u01b0u chi\u1ebfn l\u01b0\u1ee3c duy tr\u00ec v\u00e0 gia t\u0103ng gi\u00e1 tr\u1ecb t\u1eeb nh\u00f3m kh\u00e1ch h\u00e0ng n\u00e0y. M\u1ed9t kh\u00e1ch h\u00e0ng c\u00e0ng g\u1eafn b\u00f3 l\u00e2u d\u00e0i v\u1edbi doanh nghi\u1ec7p, CLV c\u1ee7a h\u1ecd c\u00e0ng cao.<\/p>\n\n\n\n<p>\u0110\u1ec3 \u01b0\u1edbc t\u00ednh CLV, doanh nghi\u1ec7p c\u1ea7n d\u1ef1a v\u00e0o c\u00e1c gi\u1ea3 \u0111\u1ecbnh c\u00f3 c\u0103n c\u1ee9, ch\u1eb3ng h\u1ea1n nh\u01b0 gi\u00e1 tr\u1ecb mua h\u00e0ng trung b\u00ecnh, s\u1ed1 l\u1ea7n mua h\u00e0ng trung b\u00ecnh v\u00e0 th\u1eddi gian duy tr\u00ec m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng (tu\u1ed5i th\u1ecd trung b\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng). Theo \u0111\u00f3, c\u00f4ng th\u1ee9c t\u00ednh CLV s\u1ebd l\u00e0:<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong>Gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi kh\u00e1ch h\u00e0ng = (Gi\u00e1 tr\u1ecb mua h\u00e0ng trung b\u00ecnh x S\u1ed1 l\u1ea7n mua h\u00e0ng trung b\u00ecnh) x Tu\u1ed5i th\u1ecd trung b\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/p>\n\n\n\n<p>Ngo\u00e0i ra, Gi\u00e1 tr\u1ecb mua h\u00e0ng trung b\u00ecnh nh\u00e2n S\u1ed1 l\u1ea7n mua h\u00e0ng trung b\u00ecnh s\u1ebd l\u00e0 \u201cGi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng\u201d c\u1ee7a doanh nghi\u1ec7p. Do \u0111\u00f3, c\u00f4ng th\u1ee9c CLV c\u00f2n c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c vi\u1ebft l\u00e0:<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong>Gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi kh\u00e1ch h\u00e0ng = Gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng x Tu\u1ed5i th\u1ecd trung b\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng<\/strong><\/p>\n\n\n\n<p>V\u00ed d\u1ee5: Gi\u1ea3 s\u1eed gi\u00e1 tr\u1ecb mua h\u00e0ng trung b\u00ecnh l\u00e0 100.000 VN\u0110 v\u00e0 kh\u00e1ch h\u00e0ng trung b\u00ecnh mua s\u1eafm s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p 3 l\u1ea7n\/n\u0103m, trong v\u00f2ng 2 n\u0103m. C\u00e1c b\u01b0\u1edbc \u0111\u1ec3 t\u00ednh gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng bao g\u1ed3m:<\/p>\n\n\n\n<p><strong>\u2013 B\u01b0\u1edbc 1: T\u00ednh gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng m\u1ed7i n\u0103m:<\/strong><\/p>\n\n\n\n<p>Gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng = Gi\u00e1 tr\u1ecb mua h\u00e0ng trung b\u00ecnh x S\u1ed1 l\u1ea7n mua h\u00e0ng trong m\u1ed9t n\u0103m = 100.000 x 3 = 300.000 VN\u0110<\/p>\n\n\n\n<p><strong>\u2013 B\u01b0\u1edbc 2: T\u00ednh gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng trong 2 n\u0103m:<\/strong><\/p>\n\n\n\n<p>Gi\u00e1 tr\u1ecb tr\u1ecdn \u0111\u1eddi kh\u00e1ch h\u00e0ng = Gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng x Tu\u1ed5i th\u1ecd trung b\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng = 300.000 x 2 = 600.000 VN\u0110<\/p>\n\n\n\n<p>Tr\u00ean th\u1ef1c t\u1ebf, vi\u1ec7c \u01b0\u1edbc t\u00ednh CLV ph\u1ee9c t\u1ea1p h\u01a1n r\u1ea5t nhi\u1ec1u. B\u1edfi v\u00ec, \u0111\u1ec3 d\u1ef1 ki\u1ebfn doanh thu ti\u1ec1m n\u0103ng c\u1ee7a m\u1ed9t kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u1ea7n xem x\u00e9t th\u00eam nhi\u1ec1u y\u1ebfu t\u1ed1 kh\u00e1c nh\u01b0 l\u1ecbch s\u1eed mua h\u00e0ng, th\u00f4ng tin nh\u00e2n kh\u1ea9u h\u1ecdc c\u1ee7a kh\u00e1ch h\u00e0ng, m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng, chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c lo\u1ea1i chi ph\u00ed kinh doanh kh\u00e1c.<\/p>\n\n\n\n<p>Ch\u00ednh v\u00ec v\u1eady, \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1ed1 li\u1ec7u t\u00ednh to\u00e1n tr\u1edf n\u00ean \u0111\u00e1ng tin c\u1eady v\u00e0 gi\u00fap \u00edch cho vi\u1ec7c ph\u00e2n t\u00edch chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u1ea7n c\u00e2n nh\u1eafc s\u1eed d\u1ee5ng nh\u1eefng c\u00f4ng c\u1ee5 qu\u1ea3n tr\u1ecb kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111\u1ea1i, \u0111\u01a1n c\u1eed l\u00e0 Base CRM.<\/p>\n\n\n\n<p><strong>Base CRM <\/strong>cung c\u1ea5p gi\u1ea3i ph\u00e1p qu\u1ea3n l\u00fd to\u00e0n di\u1ec7n S\u1ea3n ph\u1ea9m &#8211; B\u00e1n h\u00e0ng &#8211; Marketing &#8211; CKSH, gi\u00fap doanh nghi\u1ec7p thu th\u1eadp, l\u01b0u tr\u1eef to\u00e0n b\u1ed9 c\u01a1 s\u1edf d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, l\u1ecbch s\u1eed giao d\u1ecbch, sau \u0111\u00f3 t\u1ef1 \u0111\u1ed9ng t\u00ednh c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0 Retention Rate, Churn Rate, v\u00e0 d\u1ef1 b\u00e1o doanh thu ti\u1ec1m n\u0103ng trong v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng. D\u1ef1a tr\u00ean b\u00e1o c\u00e1o chi ti\u1ebft, doanh nghi\u1ec7p c\u00f3 th\u1ec3 nhanh ch\u00f3ng nh\u1eadn di\u1ec7n c\u00e1c \u0111i\u1ec3m \u201cn\u00f3ng\u201d c\u1ea7n c\u1ea3i ti\u1ebfn \u0111\u1ec3 t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng l\u00e2u d\u00e0i h\u01a1n.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-customer-retention-rate-crr-bao-nhieu-la-t\u1ed1t\">4. Customer Retention Rate (CRR) bao nhi\u00eau l\u00e0 t\u1ed1t?<\/h2>\n\n\n\n<p>Ti\u00eau chu\u1ea9n v\u1ec1 m\u1ed9t CRR t\u1ed1t s\u1ebd ph\u1ee5 thu\u1ed9c v\u00e0o \u0111\u1eb7c th\u00f9 c\u1ee7a t\u1eebng ng\u00e0nh kinh doanh. Tuy nhi\u00ean, theo nguy\u00ean t\u1eafc chung, CRR dao \u0111\u1ed9ng t\u1eeb 35% \u0111\u1ebfn 84% c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c coi l\u00e0 l\u00fd t\u01b0\u1edfng.<\/p>\n\n\n\n<p>V\u00ed d\u1ee5: Ng\u00e0nh ng\u00e2n h\u00e0ng c\u00f3 t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng \u0111\u1ed1i cao, kho\u1ea3ng 78%. Kh\u00e1ch h\u00e0ng c\u00f3 xu h\u01b0\u1edbng duy tr\u00ec m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi m\u1ed9t ng\u00e2n h\u00e0ng, th\u01b0\u1eddng l\u00e0 do s\u1ef1 ti\u1ec7n l\u1ee3i v\u00e0 quen thu\u1ed9c v\u1edbi c\u00e1ch s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5. Ngo\u00e0i ra, chi ph\u00ed v\u00e0 th\u1ee7 t\u1ee5c ph\u1ee9c t\u1ea1p li\u00ean quan \u0111\u1ebfn vi\u1ec7c chuy\u1ec3n \u0111\u1ed5i ng\u00e2n h\u00e0ng c\u0169ng khi\u1ebfn kh\u00e1ch h\u00e0ng e ng\u1ea1i thay \u0111\u1ed5i.<\/p>\n\n\n\n<p>Ng\u01b0\u1ee3c l\u1ea1i, ng\u00e0nh d\u1ecbch v\u1ee5 nh\u00e0 h\u00e0ng, c\u00f3 t\u1ef7 l\u1ec7 duy tr\u00ec trung b\u00ecnh th\u1ea5p h\u01a1n, kho\u1ea3ng 55%. Nguy\u00ean nh\u00e2n ch\u00ednh n\u1eb1m \u1edf s\u1ef1 c\u1ea1nh tranh kh\u1ed1c li\u1ec7t v\u00e0 s\u1ef1 \u0111a d\u1ea1ng trong c\u00e1ch th\u01b0\u1edfng th\u1ee9c \u1ea9m th\u1ef1c, khi\u1ebfn kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean thay \u0111\u1ed5i \u0111\u1ecba \u0111i\u1ec3m \u0111\u1ec3 c\u00f3 tr\u1ea3i nghi\u1ec7m m\u1edbi m\u1ebb.<\/p>\n\n\n\n<p>S\u1ef1 ch\u00eanh l\u1ec7ch n\u00e0y minh h\u1ecda r\u1eb1ng vi\u1ec7c so s\u00e1nh CRR gi\u1eefa c\u00e1c ng\u00e0nh kh\u00e1c nhau c\u00f3 th\u1ec3 gi\u1ed1ng nh\u01b0 so s\u00e1nh t\u00e1o v\u1edbi cam. M\u1ed7i ng\u00e0nh s\u1ebd c\u00f3 nh\u1eefng y\u1ebfu t\u1ed1 th\u00fac \u0111\u1ea9y l\u00f2ng trung th\u00e0nh kh\u00e1c nhau. Sau \u0111\u00e2y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 tham kh\u1ea3o CRR trung b\u00ecnh theo c\u00e1c ng\u00e0nh, \u0111\u01b0\u1ee3c <a href=\"https:\/\/www.statista.com\/statistics\/1041645\/customer-retention-rates-by-industry-worldwide\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">th\u1ed1ng k\u00ea b\u1edfi Statista<\/a>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Truy\u1ec1n th\u00f4ng (s\u1ea3n xu\u1ea5t ch\u01b0\u01a1ng tr\u00ecnh TV, phim \u1ea3nh, xu\u1ea5t b\u1ea3n): 84%<\/li>\n\n\n\n<li>T\u01b0 v\u1ea5n d\u1ecbch v\u1ee5 ph\u00e1p l\u00fd v\u00e0 k\u1ebf to\u00e1n: 84%<\/li>\n\n\n\n<li>\u00d4 t\u00f4 v\u00e0 v\u1eadn t\u1ea3i: 83%<\/li>\n\n\n\n<li>X\u00e2y d\u1ef1ng v\u00e0 k\u1ef9 thu\u1eadt: 80%<\/li>\n\n\n\n<li>D\u1ecbch v\u1ee5 t\u00e0i ch\u00ednh (ng\u00e2n h\u00e0ng, b\u1ea3o hi\u1ec3m, \u0111\u1ea7u t\u01b0, t\u00edn d\u1ee5ng): 78%<\/li>\n\n\n\n<li>Vi\u1ec5n th\u00f4ng: 78%<\/li>\n\n\n\n<li>Ch\u0103m s\u00f3c s\u1ee9c kh\u1ecfe: 77%<\/li>\n\n\n\n<li>CNTT v\u00e0 ph\u1ea7n m\u1ec1m: 71%<\/li>\n\n\n\n<li>S\u1ea3n xu\u1ea5t: 67%<\/li>\n\n\n\n<li>Nh\u00e0 h\u00e0ng v\u00e0 kh\u00e1ch s\u1ea1n: 55%<\/li>\n\n\n\n<li>Th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed: 30%<\/li>\n<\/ul>\n\n\n\n<p>Ngo\u00e0i ng\u00e0nh ngh\u1ec1 kinh doanh, nhi\u1ec1u y\u1ebfu t\u1ed1 kh\u00e1c c\u0169ng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn ti\u00eau chu\u1ea9n T\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, ch\u1eb3ng h\u1ea1n nh\u01b0:<\/p>\n\n\n\n<p><strong>\u2013 Chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng (CAC): <\/strong>C\u00e1c c\u00f4ng ty c\u00f3 <a href=\"https:\/\/base.vn\/blog\/cac-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">chi ph\u00ed CAC<\/a> cao h\u01a1n th\u01b0\u1eddng c\u1ea7n duy tr\u00ec t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a l\u1ee3i nhu\u1eadn t\u1eeb m\u1ed7i kh\u00e1ch h\u00e0ng \u0111\u00e3 thu h\u00fat.<\/p>\n\n\n\n<p><strong>\u2013 Quy m\u00f4 th\u1ecb tr\u01b0\u1eddng: <\/strong>\u0110\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p ho\u1ea1t \u0111\u1ed9ng trong th\u1ecb tr\u01b0\u1eddng ng\u00e1ch, vi\u1ec7c \u0111\u1ea1t CRR cao l\u00e0 r\u1ea5t quan tr\u1ecdng, b\u1edfi v\u00ec kh\u00f4ng c\u00f3 nhi\u1ec1u kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng thay th\u1ebf n\u1ebfu kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i r\u1eddi b\u1ecf.<\/p>\n\n\n\n<p>Khi thi\u1ebft l\u1eadp ti\u00eau chu\u1ea9n CRR cho m\u00ecnh, doanh nghi\u1ec7p c\u1ea7n x\u00e9t \u0111\u1ebfn m\u00f4 h\u00ecnh b\u00e1n h\u00e0ng (B2B\/B2C), ng\u00e0nh ho\u1ea1t \u0111\u1ed9ng, CAC v\u00e0 quy m\u00f4 th\u1ecb tr\u01b0\u1eddng. Ngo\u00e0i ra, doanh nghi\u1ec7p c\u0169ng c\u00f3 th\u1ec3 thi\u1ebft l\u1eadp chu\u1ea9n CRR n\u1ed9i b\u1ed9 \u0111\u1ec3 theo d\u00f5i v\u00e0 \u0111\u00e1nh gi\u00e1 s\u1ef1 ti\u1ebfn b\u1ed9 h\u00e0ng th\u00e1ng, h\u00e0ng qu\u00fd ho\u1eb7c h\u00e0ng n\u0103m; ho\u1eb7c m\u1ed1i t\u01b0\u01a1ng quan gi\u1eefa CRR v\u1edbi c\u00e1c chi\u1ebfn l\u01b0\u1ee3c c\u1ea3i ti\u1ebfn nh\u01b0 n\u00e2ng c\u1ea5p s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5, \u0111\u1ed5i m\u1edbi chi\u1ebfn thu\u1eadt marketing, v.v\u2026<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"587\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/customer-retention-rate-1024x587.webp\" alt=\"Customer Retention Rate (CRR) bao nhi\u00eau l\u00e0 t\u1ed1t?\" class=\"wp-image-25852\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/customer-retention-rate-1024x587.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/customer-retention-rate-300x172.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/customer-retention-rate-768x440.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/customer-retention-rate-1536x880.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/12\/customer-retention-rate.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>Customer Retention Rate (CRR) bao nhi\u00eau l\u00e0 t\u1ed1t?<\/em><\/figcaption><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-b\u1eadt-mi-6-chi\u1ebfn-l\u01b0\u1ee3c-c\u1ea3i-thi\u1ec7n-va-nang-cao-hi\u1ec7u-qu\u1ea3-gi\u1eef-chan-khach-hang\">5. B\u1eadt m\u00ed 6 chi\u1ebfn l\u01b0\u1ee3c c\u1ea3i thi\u1ec7n v\u00e0 n\u00e2ng cao hi\u1ec7u qu\u1ea3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-1-tim-hi\u1ec3u-nguyen-nhan-khi\u1ebfn-khach-hang-r\u1eddi-di\">5.1 T\u00ecm hi\u1ec3u nguy\u00ean nh\u00e2n khi\u1ebfn kh\u00e1ch h\u00e0ng r\u1eddi \u0111i<\/h3>\n\n\n\n<p>\u0110\u1ec3 c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, tr\u01b0\u1edbc ti\u00ean, doanh nghi\u1ec7p c\u1ea7n x\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c nguy\u00ean nh\u00e2n n\u00e0o khi\u1ebfn kh\u00e1ch h\u00e0ng k\u1ebft th\u00fac m\u1ed1i quan h\u1ec7. Nguy\u00ean nh\u00e2n c\u00f3 th\u1ec3 xu\u1ea5t ph\u00e1t t\u1eeb nhi\u1ec1u y\u1ebfu t\u1ed1, nh\u01b0 quy tr\u00ecnh h\u01b0\u1edbng d\u1eabn kh\u00f4ng r\u00f5 r\u00e0ng, d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 ch\u01b0a t\u1ed1t, gi\u00e1 c\u1ea3 thi\u1ebfu h\u1ee3p l\u00fd, v\u1ea5n \u0111\u1ec1 k\u1ef9 thu\u1eadt, v.v\u2026<\/p>\n\n\n\n<p>B\u1eb1ng c\u00e1ch kh\u1ea3o s\u00e1t, thu th\u1eadp ph\u1ea3n h\u1ed3i v\u00e0 ph\u00e2n t\u00edch l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c, doanh nghi\u1ec7p s\u1ebd t\u00ecm ra \u0111\u01b0\u1ee3c nh\u1eefng \u0111i\u1ec3m m\u1ea5u ch\u1ed1t ho\u1eb7c l\u0129nh v\u1ef1c m\u00e0 kh\u00e1ch h\u00e0ng kh\u00f4ng h\u00e0i l\u00f2ng. V\u00ed d\u1ee5: N\u1ebfu kh\u00e1ch h\u00e0ng ph\u00e0n n\u00e0n v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, \u0111\u00f3 l\u00e0 m\u1ed9t t\u00edn hi\u1ec7u r\u00f5 r\u00e0ng cho th\u1ea5y doanh nghi\u1ec7p c\u1ea7n \u0111\u1ea7u t\u01b0 nhi\u1ec1u h\u01a1n v\u00e0o c\u00f4ng t\u00e1c \u0111\u00e0o t\u1ea1o \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c v\u00e0 t\u0103ng c\u01b0\u1eddng ngu\u1ed3n l\u1ef1c h\u1ed7 tr\u1ee3 \u0111\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-2-ca-nhan-hoa-tr\u1ea3i-nghi\u1ec7m-d\u1ec3-cung-c\u1ea5p-thong-di\u1ec7p-phu-h\u1ee3p\">5.2 C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m \u0111\u1ec3 cung c\u1ea5p th\u00f4ng \u0111i\u1ec7p ph\u00f9 h\u1ee3p<\/h3>\n\n\n\n<p>M\u1ed7i kh\u00e1ch h\u00e0ng c\u00f3 nhu c\u1ea7u v\u00e0 s\u1edf th\u00edch kh\u00e1c nhau. C\u00e1 nh\u00e2n h\u00f3a cho ph\u00e9p doanh nghi\u1ec7p cung c\u1ea5p c\u00e1c gi\u1ea3i ph\u00e1p ph\u00f9 h\u1ee3p thay v\u00ec \u00e1p d\u1ee5ng c\u00e1ch ti\u1ebfp c\u1eadn chung cho t\u1ea5t c\u1ea3 m\u1ecdi ng\u01b0\u1eddi. Theo nghi\u00ean c\u1ee9u t\u1eeb McKinsey, <a href=\"https:\/\/www.mckinsey.com\/capabilities\/growth-marketing-and-sales\/our-insights\/the-value-of-getting-personalization-right-or-wrong-is-multiplying\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">71% kh\u00e1ch h\u00e0ng mong mu\u1ed1n<\/a> c\u00e1c c\u00f4ng ty c\u00e1 nh\u00e2n h\u00f3a t\u01b0\u01a1ng t\u00e1c c\u1ee7a h\u1ecd v\u00e0 76% c\u1ea3m th\u1ea5y th\u1ea5t v\u1ecdng khi \u0111i\u1ec1u \u0111\u00f3 kh\u00f4ng x\u1ea3y ra.<\/p>\n\n\n\n<p>Nh\u1eefng th\u00f4ng \u0111i\u1ec7p \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a gi\u00fap nu\u00f4i d\u01b0\u1ee1ng c\u00e1c m\u1ed1i quan h\u1ec7 c\u00f3 \u00fd ngh\u0129a v\u00e0 t\u1ea1o ra s\u1ef1 k\u1ebft n\u1ed1i c\u1ea3m x\u00fac v\u1edbi kh\u00e1ch h\u00e0ng, gi\u00fap doanh nghi\u1ec7p kh\u00e1c bi\u1ec7t so v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh. Nh\u1eefng t\u01b0\u01a1ng t\u00e1c s\u00e2u s\u1eafc n\u00e0y \u0111em l\u1ea1i cho kh\u00e1ch h\u00e0ng c\u1ea3m gi\u00e1c \u0111\u01b0\u1ee3c tr\u00e2n tr\u1ecdng th\u1ef1c s\u1ef1, thay v\u00ec ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 \u201cngu\u1ed3n doanh thu\u201d.<\/p>\n\n\n\n<p><strong>\u0110\u1ec3 c\u00e1 nh\u00e2n h\u00f3a th\u00f4ng \u0111i\u1ec7p hi\u1ec7u qu\u1ea3, doanh nghi\u1ec7p c\u1ea7n:<\/strong><\/p>\n\n\n\n<p><strong>\u2013 T\u1eadn d\u1ee5ng d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng:<\/strong> B\u1eb1ng c\u00e1ch thu th\u1eadp v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u b\u00e1n h\u00e0ng nh\u01b0 th\u00f3i quen mua s\u1eafm, giao d\u1ecbch mua tr\u01b0\u1edbc \u0111\u00e2y v\u00e0 ho\u1ea1t \u0111\u1ed9ng duy\u1ec7t website, doanh nghi\u1ec7p c\u00f3 th\u1ec3 c\u00e1 nh\u00e2n h\u00f3a n\u1ed9i dung c\u1ee7a m\u00ecnh theo s\u1edf th\u00edch ri\u00eang c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p><strong>\u2013 S\u1eed d\u1ee5ng ph\u00e2n kh\u00fac \u0111\u1ec3 \u0111i\u1ec1u ch\u1ec9nh n\u1ed9i dung:<\/strong> Doanh nghi\u1ec7p n\u00ean chia c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh th\u00e0nh c\u00e1c ph\u00e2n kh\u00fac kh\u00e1c nhau d\u1ef1a tr\u00ean c\u00e1c y\u1ebfu t\u1ed1 nh\u01b0 nh\u00e2n kh\u1ea9u h\u1ecdc, v\u1ecb tr\u00ed, l\u1ecbch s\u1eed mua h\u00e0ng v\u00e0 s\u1edf th\u00edch. Sau \u0111\u00f3, s\u1eed d\u1ee5ng n\u1ed9i dung \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf ri\u00eang \u0111\u1ec3 nh\u1eafm m\u1ee5c ti\u00eau v\u00e0o t\u1eebng ph\u00e2n kh\u00fac c\u1ee5 th\u1ec3.<\/p>\n\n\n\n<p><strong>\u2013 K\u00edch ho\u1ea1t email t\u1ef1 \u0111\u1ed9ng: <\/strong>S\u1eed d\u1ee5ng chi\u1ebfn d\u1ecbch <a href=\"https:\/\/base.vn\/blog\/email-marketing-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">email marketing<\/a> t\u1ef1 \u0111\u1ed9ng d\u1ef1a tr\u00ean h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng, nh\u01b0 g\u1eedi \u01b0u \u0111\u00e3i, chi\u1ebft kh\u1ea5u, ho\u1eb7c g\u1ee3i \u00fd s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u, qua \u0111\u00f3 t\u0103ng kh\u1ea3 n\u0103ng ch\u1ed1t \u0111\u01a1n th\u00e0nh c\u00f4ng.<\/p>\n\n\n\n<p>M\u1ed9t v\u00ed d\u1ee5 \u0111i\u1ec3n h\u00ecnh trong vi\u1ec7c c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m l\u00e0 Grammarly, m\u1ed9t \u1ee9ng d\u1ee5ng gi\u00fap ph\u00e1t hi\u1ec7n l\u1ed7i ng\u1eef ph\u00e1p v\u00e0 c\u1ea3i thi\u1ec7n kh\u1ea3 n\u0103ng vi\u1ebft ti\u1ebfng Anh. M\u1ed7i tu\u1ea7n, \u1ee9ng d\u1ee5ng n\u00e0y s\u1ebd g\u1eedi cho ng\u01b0\u1eddi d\u00f9ng b\u00e1o c\u00e1o v\u1ec1 c\u00e1ch c\u1ea3i thi\u1ec7n k\u1ef9 n\u0103ng vi\u1ebft c\u1ee7a h\u1ecd. C\u00e1c b\u00e1o c\u00e1o n\u00e0y li\u1ec7t k\u00ea s\u1ed1 t\u1eeb m\u00e0 ng\u01b0\u1eddi d\u00f9ng \u0111\u00e3 vi\u1ebft trong tu\u1ea7n \u0111\u00f3, nh\u1eefng l\u1ed7i h\u1ecd th\u01b0\u1eddng xuy\u00ean m\u1eafc ph\u1ea3i v\u00e0 \u0111\u1ed3ng th\u1eddi, g\u1ee3i \u00fd nh\u1eefng \u0111i\u1ec3m c\u1ea7n thi\u1ec7n. T\u1eeb \u0111\u00f3, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 khai th\u00e1c tri\u1ec7t \u0111\u1ec3 l\u1ee3i \u00edch c\u1ee7a \u1ee9ng d\u1ee5ng v\u00e0 n\u00e2ng cao kh\u1ea3 n\u0103ng giao ti\u1ebfp.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-3-h\u1ed7-tr\u1ee3-da-kenh-va-g\u1eb7p-khach-hang-t\u1ea1i-n\u01a1i-h\u1ecd-mong-mu\u1ed1n\">5.3 H\u1ed7 tr\u1ee3 \u0111a k\u00eanh v\u00e0 g\u1eb7p kh\u00e1ch h\u00e0ng t\u1ea1i n\u01a1i h\u1ecd mong mu\u1ed1n<\/h3>\n\n\n\n<p>Tr\u1ea3i nghi\u1ec7m tuy\u1ec7t v\u1eddi l\u00e0 tr\u1ea3i nghi\u1ec7m d\u1ec5 d\u00e0ng v\u00e0 ti\u1ec7n l\u1ee3i. Ng\u00e0y nay, kh\u00e1ch h\u00e0ng lu\u00f4n mong \u0111\u1ee3i \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 nhanh ch\u00f3ng v\u00e0 t\u01b0\u01a1ng t\u00e1c qua k\u00eanh m\u00e0 h\u1ecd ch\u1ecdn l\u1ef1a, d\u00f9 \u0111\u00f3 l\u00e0 qua website, email, \u0111i\u1ec7n tho\u1ea1i, Zalo, Skype hay c\u00e1c n\u1ec1n t\u1ea3ng m\u1ea1ng x\u00e3 h\u1ed9i.<\/p>\n\n\n\n<p>\u0110\u1ec3 \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng n\u00e0y, doanh nghi\u1ec7p c\u1ea7n x\u00e2y d\u1ef1ng m\u1ed9t h\u1ec7 th\u1ed1ng h\u1ed7 tr\u1ee3 \u0111a k\u00eanh (omnichannel support). H\u1ec7 th\u1ed1ng n\u00e0y gi\u00fap \u0111\u1ed3ng b\u1ed9 h\u00f3a l\u1ecbch s\u1eed tr\u00f2 chuy\u1ec7n v\u00e0 th\u00f4ng tin kh\u00e1ch h\u00e0ng, cho ph\u00e9p c\u00e1c b\u1ed9 ph\u1eadn B\u00e1n h\u00e0ng, Marketing v\u00e0 CSKH n\u1eafm r\u00f5 kh\u00f3 kh\u0103n c\u1ee7a kh\u00e1ch h\u00e0ng tr\u00ean nhi\u1ec1u n\u1ec1n t\u1ea3ng kh\u00e1c nhau, t\u1ea1o ra tr\u1ea3i nghi\u1ec7m nh\u1ea5t qu\u00e1n cao nh\u1ea5t. V\u00ed d\u1ee5: D\u00f9 kh\u00e1ch h\u00e0ng c\u1ea7n h\u1ed7 tr\u1ee3 3 l\u1ea7n v\u00e0 g\u1eb7p 3 nh\u00e2n vi\u00ean kh\u00e1c nhau, n\u1ed9i dung giao ti\u1ebfp v\u1eabn li\u1ec1n m\u1ea1ch, kh\u00f4ng r\u1eddi r\u1ea1c.<\/p>\n\n\n\n<p>M\u1ed9t v\u00ed d\u1ee5 \u0111\u00e1ng h\u1ecdc h\u1ecfi trong vi\u1ec7c h\u1ed7 tr\u1ee3 \u0111a k\u00eanh l\u00e0 Airbnb, n\u1ec1n t\u1ea3ng \u0111\u1eb7t ch\u1ed7 l\u01b0u tr\u00fa tr\u1ef1c tuy\u1ebfn. Airbnb cung c\u1ea5p d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 qua \u0111i\u1ec7n tho\u1ea1i, email, SMS, v\u00e0 c\u00e1c k\u00eanh nh\u1eafn tin tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, \u0111\u00e1p \u1ee9ng nhu c\u1ea7u kh\u00e1ch h\u00e0ng m\u1ecdi l\u00fac, m\u1ecdi n\u01a1i, b\u1ea5t k\u1ec3 k\u00eanh giao ti\u1ebfp m\u00e0 h\u1ecd ch\u1ecdn. Nh\u1edd v\u1eady, nh\u00e2n vi\u00ean CSKH c\u00f3 th\u1ec3 n\u1eafm b\u1eaft r\u00f5 h\u01a1n v\u1ec1 t\u00ednh c\u1ea5p b\u00e1ch c\u1ee7a v\u1ea5n \u0111\u1ec1 v\u00e0 ng\u1eef c\u1ea3nh c\u1ee7a kh\u00e1ch h\u00e0ng, nh\u01b0 h\u1ecd \u0111ang du l\u1ecbch hay chu\u1ea9n b\u1ecb cho chuy\u1ebfn \u0111i, \u0111\u1ed3ng th\u1eddi c\u00f3 \u0111\u1ea7y \u0111\u1ee7 th\u00f4ng tin v\u1ec1 l\u1ecbch s\u1eed giao d\u1ecbch c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi Airbnb.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-4-tri\u1ec3n-khai-nh\u1eefng-ch\u01b0\u01a1ng-trinh-khach-hang-than-thi\u1ebft-h\u1ea5p-d\u1eabn\">5.4 Tri\u1ec3n khai nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft h\u1ea5p d\u1eabn<\/h3>\n\n\n\n<p>T\u1eadp trung n\u1ed7 l\u1ef1c v\u00e0o nh\u1eefng kh\u00e1ch h\u00e0ng c\u00f3 nguy c\u01a1 r\u1eddi \u0111i l\u00e0 \u0111i\u1ec1u quan tr\u1ecdng, nh\u01b0ng vi\u1ec7c tri \u00e2n v\u00e0 th\u01b0\u1edfng cho s\u1ef1 g\u1eafn b\u00f3 c\u1ee7a nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u0169ng kh\u00f4ng k\u00e9m ph\u1ea7n c\u1ea7n thi\u1ebft.<\/p>\n\n\n\n<p>C\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft kh\u00f4ng ch\u1ec9 khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng quay l\u1ea1i mua h\u00e0ng, t\u0103ng doanh thu cho doanh nghi\u1ec7p, m\u00e0 c\u00f2n t\u1ea1o ra ni\u1ec1m vui mua s\u1eafm.<\/p>\n\n\n\n<p>M\u1ed9t v\u00ed d\u1ee5 v\u1ec1 ch\u01b0\u01a1ng tr\u00ecnh gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng l\u00e0 h\u1ec7 th\u1ed1ng t\u00edch \u0111i\u1ec3m. Ch\u1eb3ng h\u1ea1n, m\u1ed9t hi\u1ec7u s\u00e1ch c\u00f3 th\u1ec3 tri\u1ec3n khai ch\u01b0\u01a1ng tr\u00ecnh t\u00edch \u0111i\u1ec3m m\u00e0 trong \u0111\u00f3, m\u1ed7i khi kh\u00e1ch h\u00e0ng mua 1 cu\u1ed1n s\u00e1ch, h\u1ecd s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c 1 con tem. Sau khi thu th\u1eadp \u0111\u1ee7 10 con tem, kh\u00e1ch h\u00e0ng s\u1ebd \u0111\u01b0\u1ee3c t\u1eb7ng m\u1ed9t cu\u1ed1n s\u00e1ch mi\u1ec5n ph\u00ed.<\/p>\n\n\n\n<p><strong>\u0110\u1ec3 tri\u1ec3n khai ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft, c\u00e1c b\u01b0\u1edbc c\u01a1 b\u1ea3n c\u1ea7n th\u1ef1c hi\u1ec7n g\u1ed3m c\u00f3:<\/strong><\/p>\n\n\n\n<p><strong>\u2013 X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau r\u00f5 r\u00e0ng:<\/strong> Quy\u1ebft \u0111\u1ecbnh nh\u00f3m kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau v\u00e0 l\u1ee3i \u00edch m\u00e0 ch\u01b0\u01a1ng tr\u00ecnh s\u1ebd \u0111em l\u1ea1i cho kh\u00e1ch h\u00e0ng. \u0110\u1ed3ng th\u1eddi, thi\u1ebft l\u1eadp m\u1ee5c ti\u00eau b\u00e1n h\u00e0ng c\u1ee5 th\u1ec3 sao cho ch\u01b0\u01a1ng tr\u00ecnh ph\u00f9 h\u1ee3p v\u1edbi chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb t\u1ed5ng th\u1ec3 c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n\n<p><strong>\u2013 Ch\u1ecdn h\u1ec7 th\u1ed1ng t\u00ednh \u0111i\u1ec3m ph\u00f9 h\u1ee3p:<\/strong> T\u00ecm ra m\u00f4 h\u00ecnh t\u1ed1t nh\u1ea5t \u0111\u1ec3 th\u00fac \u0111\u1ea9y kh\u00e1ch h\u00e0ng quay l\u1ea1i v\u1edbi doanh nghi\u1ec7p, bao g\u1ed3m vi\u1ec7c xem x\u00e9t t\u1ea7n su\u1ea5t kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c th\u01b0\u1edfng v\u00e0 gi\u00e1 tr\u1ecb ph\u1ea7n th\u01b0\u1edfng. Ngo\u00e0i ra, h\u00e3y l\u00ean k\u1ebf ho\u1ea1ch theo d\u00f5i v\u00e0 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 c\u1ee7a ch\u01b0\u01a1ng tr\u00ecnh.<\/p>\n\n\n\n<p><strong>\u2013 Nghi\u00ean c\u1ee9u \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh:<\/strong> Theo d\u00f5i v\u00e0 ph\u00e2n t\u00edch ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft m\u00e0 c\u00e1c \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh \u0111ang tri\u1ec3n khai. \u0110i\u1ec3m m\u1ea1nh ho\u1eb7c h\u1ea1n ch\u1ebf c\u1ee7a nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh \u0111\u00f3 l\u00e0 g\u00ec? Sau \u0111\u00f3, t\u00ecm c\u00e1ch \u0111\u1ec3 ch\u01b0\u01a1ng tr\u00ecnh c\u1ee7a doanh nghi\u1ec7p tr\u1edf n\u00ean th\u1ef1c s\u1ef1 kh\u00e1c bi\u1ec7t v\u00e0 \u1ea5n t\u01b0\u1ee3ng h\u01a1n.<\/p>\n\n\n\n<p><strong>\u2013 Cung c\u1ea5p ph\u1ea7n th\u01b0\u1edfng h\u1ea5p d\u1eabn:<\/strong> T\u1eadp trung v\u00e0o c\u00e1c \u01b0u \u0111\u00e3i m\u00e0 kh\u00e1ch h\u00e0ng y\u00eau th\u00edch nh\u01b0 phi\u1ebfu gi\u1ea3m gi\u00e1, qu\u00e0 t\u1eb7ng, ho\u1eb7c \u01b0u \u0111\u00e3i c\u00e1 nh\u00e2n h\u00f3a.<\/p>\n\n\n\n<p><strong>\u2013 Qu\u1ea3ng b\u00e1 ch\u01b0\u01a1ng tr\u00ecnh:<\/strong> S\u1eed d\u1ee5ng email, SMS, v\u00e0 c\u00e1c chi\u1ebfn d\u1ecbch digital marketing \u0111\u1ec3 gi\u1edbi thi\u1ec7u ch\u01b0\u01a1ng tr\u00ecnh \u0111\u1ebfn \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau.<\/p>\n\n\n\n<p>M\u1ed9t v\u00ed d\u1ee5 n\u1ed5i ti\u1ebfng v\u00e0 th\u00e0nh c\u00f4ng nh\u1ea5t trong vi\u1ec7c x\u00e2y d\u1ef1ng ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft l\u00e0 Starbucks Rewards. V\u1edbi g\u1ea7n 30 tri\u1ec7u th\u00e0nh vi\u00ean tham gia, \u0111\u00e2y c\u0169ng l\u00e0 m\u1ed9t trong nh\u1eefng ch\u01b0\u01a1ng tr\u00ecnh \u0111\u01a1n gi\u1ea3n nh\u1ea5t. M\u1ed7i khi kh\u00e1ch h\u00e0ng mua c\u00e0 ph\u00ea, h\u1ecd s\u1ebd nh\u1eadn \u0111\u01b0\u1ee3c 1 ng\u00f4i sao. Sau \u0111\u00f3, h\u1ecd c\u00f3 th\u1ec3 \u0111\u1ed5i nh\u1eefng ng\u00f4i sao \u0111\u1ec3 l\u1ea5y \u0111\u1ed3 u\u1ed1ng mi\u1ec5n ph\u00ed, th\u1ee9c \u0103n, ho\u1eb7c d\u1ecbch v\u1ee5 \u01b0u ti\u00ean b\u1ea5t c\u1ee9 khi n\u00e0o.<\/p>\n\n\n\n<p>Ngo\u00e0i ra, c\u00e1c th\u00e0nh vi\u00ean c\u1ee7a Starbuck Rewards c\u0169ng c\u00f3 th\u1ec3 tham gia c\u00e1c cu\u1ed9c thi, tr\u00f2 ch\u01a1i, s\u1ef1 ki\u1ec7n \u0111\u1ed9c quy\u1ec1n, v\u00e0 nh\u1eadn nh\u1eefng tin t\u1ee9c m\u1edbi nh\u1ea5t v\u1ec1 khuy\u1ebfn m\u00e3i, t\u1eb7ng th\u01b0\u1edfng v\u00e0 chi\u1ebft kh\u1ea5u&nbsp; tr\u01b0\u1edbc nh\u1eefng ng\u01b0\u1eddi mua kh\u00e1c.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-5-xay-d\u1ef1ng-c\u1ed9ng-d\u1ed3ng-khach-hang-v\u1eefng-m\u1ea1nh\">5.5 X\u00e2y d\u1ef1ng c\u1ed9ng \u0111\u1ed3ng kh\u00e1ch h\u00e0ng v\u1eefng m\u1ea1nh<\/h3>\n\n\n\n<p>T\u1ea1o m\u1ed9t c\u1ed9ng \u0111\u1ed3ng tr\u1ef1c tuy\u1ebfn l\u00e0 c\u00e1ch hi\u1ec7u qu\u1ea3 \u0111\u1ec3 g\u1eafn k\u1ebft kh\u00e1ch h\u00e0ng trung th\u00e0nh, khuy\u1ebfn kh\u00edch h\u1ecd t\u01b0\u01a1ng t\u00e1c v\u00e0 chia s\u1ebb kinh nghi\u1ec7m s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. \u0110\u00e2y kh\u00f4ng ch\u1ec9 l\u00e0 n\u01a1i giao l\u01b0u, m\u00e0 c\u00f2n c\u00f3 th\u1ec3 tr\u1edf th\u00e0nh di\u1ec5n \u0111\u00e0n gi\u00e1o d\u1ee5c, gi\u00fap kh\u00e1ch h\u00e0ng hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 ch\u1ee9c n\u0103ng, c\u00f4ng d\u1ee5ng c\u1ee7a s\u1ea3n ph\u1ea9m.<\/p>\n\n\n\n<p>Ngo\u00e0i ra, c\u1ed9ng \u0111\u1ed3ng c\u0169ng l\u00e0 m\u1ed9t k\u00eanh k\u1ebft n\u1ed1i tr\u1ef1c ti\u1ebfp, cho ph\u00e9p doanh nghi\u1ec7p ti\u1ebfp c\u1eadn suy ngh\u0129 c\u1ee7a kh\u00e1ch h\u00e0ng, l\u1eafng nghe ph\u1ea3n h\u1ed3i v\u00e0 nhanh ch\u00f3ng gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 ph\u00e1t sinh.<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong>\u0110\u1ecdc th\u00eam:<\/strong> <a href=\"https:\/\/base.vn\/blog\/phan-mem-crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">Ph\u1ea7n m\u1ec1m CRM l\u00e0 g\u00ec? Top 13 ph\u1ea7n m\u1ec1m CRM t\u1ed1t nh\u1ea5t hi\u1ec7n nay<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-6-d\u1ea7u-t\u01b0-vao-m\u1ed9t-cong-c\u1ee5-crm-chuyen-sau-va-m\u1ea1nh-m\u1ebd\">5.6 \u0110\u1ea7u t\u01b0 v\u00e0o m\u1ed9t c\u00f4ng c\u1ee5 CRM chuy\u00ean s\u00e2u v\u00e0 m\u1ea1nh m\u1ebd<\/h3>\n\n\n\n<p>Trong m\u1ecdi tr\u01b0\u1eddng h\u1ee3p, khi mu\u1ed1n t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i \u00e1p d\u1ee5ng ph\u01b0\u01a1ng ph\u00e1p ti\u1ebfp c\u1eadn to\u00e0n di\u1ec7n, n\u1eafm b\u1eaft t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ch\u1ea1m, \u0111i\u1ec3m ti\u1ebfp x\u00fac gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 doanh nghi\u1ec7p trong su\u1ed1t h\u00e0nh tr\u00ecnh c\u1ee7a h\u1ecd. C\u00f3 nh\u01b0 v\u1eady, doanh nghi\u1ec7p m\u1edbi c\u00f3 th\u1ec3 k\u1ecbp th\u1eddi ph\u1ea3n \u1ee9ng v\u00e0 c\u1ee9u v\u00e3n tr\u01b0\u1edbc khi v\u1ea5n \u0111\u1ec1 leo thang.<\/p>\n\n\n\n<p>V\u01b0\u1ee3t qua ch\u1ee9c n\u0103ng qu\u1ea3n l\u00fd \u0111\u01b0\u1eddng \u1ed1ng b\u00e1n h\u00e0ng \u0111\u01a1n thu\u1ea7n, <a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">Base CRM<\/a> ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p tri\u1ec3n khai c\u00e1c chi\u1ebfn l\u01b0\u1ee3c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u1eeba \u0111\u01b0\u1ee3c g\u1ee3i \u00fd \u1edf tr\u00ean, v\u00e0 th\u1eadm ch\u00ed l\u00e0 nhi\u1ec1u h\u01a1n th\u1ebf n\u1eefa, th\u00f4ng qua m\u1ed9t lo\u1ea1t c\u00e1c ch\u1ee9c n\u0103ng n\u1ed5i b\u1eadt:<\/p>\n\n\n\n<p><strong>\u2013 C\u00e1 nh\u00e2n h\u00f3a giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng:<\/strong> H\u1ed7 tr\u1ee3 doanh nghi\u1ec7p tinh ch\u1ec9nh th\u00f4ng \u0111i\u1ec7p d\u1ef1a tr\u00ean l\u1ecbch s\u1eed giao d\u1ecbch, s\u1edf th\u00edch v\u00e0 t\u01b0\u01a1ng t\u00e1c. V\u00ed d\u1ee5: g\u1eedi tin nh\u1eafn m\u1eebng sinh nh\u1eadt \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a ho\u1eb7c gi\u1ea3m gi\u00e1 cho c\u00e1c s\u1ea3n ph\u1ea9m m\u00e0 kh\u00e1ch h\u00e0ng t\u1ecf \u00fd quan t\u00e2m.<\/p>\n\n\n\n<p><strong>\u2013 T\u1ef1 \u0111\u1ed9ng h\u00f3a follow-up: <\/strong>Gi\u00fap doanh nghi\u1ec7p t\u1ef1 \u0111\u1ed9ng h\u00f3a qu\u00e1 tr\u00ecnh theo d\u00f5i c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng, thay v\u00ec th\u1ef1c hi\u1ec7n th\u1ee7 c\u00f4ng. Giao ti\u1ebfp nh\u1ea5t qu\u00e1n, ngay c\u1ea3 sau khi b\u00e1n h\u00e0ng, gi\u00fap th\u01b0\u01a1ng hi\u1ec7u lu\u00f4n \u1edf v\u1ecb tr\u00ed h\u00e0ng \u0111\u1ea7u trong t\u00e2m tr\u00ed kh\u00e1ch h\u00e0ng. V\u00ed d\u1ee5: K\u00edch ho\u1ea1t g\u1eedi email follow-up sau khi mua h\u00e0ng ho\u1eb7c li\u00ean h\u1ec7 v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00e3 l\u00e2u kh\u00f4ng t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n\n\n\n<p><strong>\u2013 X\u00e2y d\u1ef1ng ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i: <\/strong>Base CRM c\u00f3 kh\u1ea3 n\u0103ng ph\u00e2n nh\u00f3m nh\u1eefng ng\u01b0\u1eddi mua th\u01b0\u1eddng xuy\u00ean ho\u1eb7c nh\u1eefng ng\u01b0\u1eddi \u0111\u0103ng k\u00fd d\u1ecbch v\u1ee5 d\u00e0i h\u1ea1n, nh\u1edd \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 cung c\u1ea5p cho nh\u1eefng kh\u00e1ch h\u00e0ng n\u00e0y c\u00e1c \u01b0u \u0111\u00e3i \u0111\u1ed9c quy\u1ec1n ho\u1eb7c c\u00e1c m\u1ee9c gi\u1ea3m gi\u00e1 \u0111\u1eb7c bi\u1ec7t c\u00f9ng th\u00f4ng \u0111i\u1ec7p \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a, khi\u1ebfn h\u1ecd th\u00eam y\u00eau m\u1ebfn th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n\n\n\n<p><strong>\u2013 H\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng sau b\u00e1n:<\/strong> \u0110\u1ed3ng b\u1ed9 h\u00f3a l\u1ecbch s\u1eed giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng t\u1eeb m\u1ecdi \u0111\u1ea7u k\u00eanh, nh\u01b0 l\u00e0 hotline, live chat, m\u1ea1ng x\u00e3 h\u1ed9i. \u0110\u1eb7c bi\u1ec7t, cung c\u1ea5p cho doanh nghi\u1ec7p kh\u00f4ng gian x\u00e2y d\u1ef1ng th\u01b0 vi\u1ec7n t\u00e0i li\u1ec7u, HDSD s\u1ea3n ph\u1ea9m, FAQ v\u00e0 c\u1ed9ng \u0111\u1ed9ng ng\u01b0\u1eddi d\u00f9ng tr\u1ef1c tuy\u1ebfn. Th\u00f4ng qua \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 k\u1ecbp th\u1eddi g\u1ee1 r\u1ed1i v\u00e0 gi\u00fap kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y an t\u00e2m h\u01a1n khi s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5.<\/p>\n\n\n\n<p><strong>\u2013 Thu th\u1eadp ph\u1ea3n h\u1ed3i: <\/strong>T\u1ed5ng h\u1ee3p to\u00e0n b\u1ed9 ph\u1ea3n h\u1ed3i, \u00fd ki\u1ebfn \u0111\u00e1nh gi\u00e1 t\u1ea1i c\u00e1c \u0111i\u1ec3m ch\u00ednh trong h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 \u0111o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng ho\u1eb7c kh\u1ea3 n\u0103ng gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u v\u1edbi ng\u01b0\u1eddi kh\u00e1c. \u0110\u00e2y l\u00e0 nh\u1eefng d\u1eef li\u1ec7u qu\u00fd b\u00e1u gi\u00fap doanh nghi\u1ec7p s\u00e1ng t\u1ecf nh\u1eefng kh\u00eda c\u1ea1nh n\u00e0o c\u1ea7n \u0111\u01b0\u1ee3c c\u1ea3i ti\u1ebfn ho\u1eb7c ho\u00e0n thi\u1ec7n. T\u1eeb \u0111\u00f3, ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c \u0111\u1ea7u t\u01b0 m\u1ed9t c\u00e1ch th\u1eadt h\u1ee3p l\u00fd.<\/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=\"576\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/08\/base-crm-1-1024x576.webp\" alt=\"Base CRM - Gi\u1ea3i ph\u00e1p CRM to\u00e0n di\u1ec7n cho doanh nghi\u1ec7p\" class=\"wp-image-20935\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2025\/08\/base-crm-1-1024x576.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2025\/08\/base-crm-1-300x169.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2025\/08\/base-crm-1-768x432.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2025\/08\/base-crm-1-1536x864.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2025\/08\/base-crm-1.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><figcaption class=\"wp-element-caption\"><em><a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">Base CRM<\/a> &#8211; Gi\u1ea3i ph\u00e1p CRM to\u00e0n di\u1ec7n cho doanh nghi\u1ec7p<\/em><\/figcaption><\/figure><\/div>\n\n\n<p>Nh\u01b0 v\u1eady, v\u1edbi Base CRM, doanh nghi\u1ec7p c\u00f3 th\u1ec3 n\u00e2ng cao l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng th\u00f4ng qua vi\u1ec7c mang l\u1ea1i tr\u1ea3i nghi\u1ec7m m\u01b0\u1ee3t m\u00e0, t\u0103ng c\u01b0\u1eddng t\u01b0\u01a1ng t\u00e1c v\u00e0 x\u00e2y d\u1ef1ng k\u1ebft n\u1ed1i b\u1ec1n v\u1eefng. \u0110\u1ed3ng th\u1eddi, giao di\u1ec7n th\u00e2n thi\u1ec7n s\u1ebd gi\u00fap \u0111\u1ed9i ng\u0169 d\u1ec5 d\u00e0ng trong c\u1ea3 vi\u1ec7c qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng l\u1eabn c\u1ed9ng t\u00e1c v\u00e0 ph\u1ed1i h\u1ee3p li\u00ean ph\u00f2ng ban.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-6-k\u1ebft-lu\u1eadn\">6. K\u1ebft lu\u1eadn<\/h2>\n\n\n\n<p>Tr\u00ean \u0111\u00e2y, Base Blog v\u1eeba chia s\u1ebb c\u00f9ng doanh nghi\u1ec7p c\u00e1c th\u00f4ng tin h\u1eefu \u00edch v\u1ec1 Retention l\u00e0 g\u00ec, c\u00e1ch s\u1eed d\u1ee5ng c\u00e1c ch\u1ec9 s\u1ed1 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c chi\u1ebfn l\u01b0\u1ee3c n\u00e2ng cao Retention Rate. \u0110\u1ec3 bi\u1ebfn kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3 th\u00e0nh nh\u1eefng ng\u01b0\u1eddi h\u00e2m m\u1ed9 trung th\u00e0nh, doanh nghi\u1ec7p c\u1ea7n li\u00ean t\u1ee5c \u0111\u1ea7u t\u01b0 c\u1ea3 v\u1ec1 y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi l\u1eabn c\u00f4ng ngh\u1ec7 trong su\u1ed1t v\u00f2ng \u0111\u1eddi c\u1ee7a h\u1ecd.<\/p>\n\n\n\n<p>C\u1ea3m \u01a1n doanh nghi\u1ec7p \u0111\u00e3 d\u00e0nh th\u1eddi gian theo d\u00f5i b\u00e0i vi\u1ebft n\u00e0y, v\u00e0 ch\u00fac doanh nghi\u1ec7p s\u1edbm \u0111\u1ea1t \u0111\u01b0\u1ee3c th\u00e0nh c\u00f4ng v\u1edbi chi\u1ebfn l\u01b0\u1ee3c duy tr\u00ec kh\u00e1ch h\u00e0ng trong t\u01b0\u01a1ng lai.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Trong b\u1ed1i c\u1ea3nh c\u1ea1nh tranh ng\u00e0y c\u00e0ng kh\u1ed1c li\u1ec7t, vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi kh\u00f4ng c\u00f2n l\u00e0 \u201cch\u00eca kh\u00f3a v\u00e0ng\u201d \u0111\u1ec3 t\u0103ng tr\u01b0\u1edfng. Thay v\u00e0o \u0111\u00f3, gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng \u2013 Retention m\u1edbi l\u00e0 y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u chi ph\u00ed, t\u0103ng doanh thu b\u1ec1n v\u1eefng v\u00e0 x\u00e2y d\u1ef1ng l\u1ee3i [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":25844,"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-25815","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>Retention l\u00e0 g\u00ec? 6+ chi\u1ebfn l\u01b0\u1ee3c n\u00e2ng cao t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/title>\n<meta name=\"description\" content=\"Retention l\u00e0 g\u00ec? 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