{"id":27625,"date":"2026-06-05T11:19:04","date_gmt":"2026-06-05T04:19:04","guid":{"rendered":"https:\/\/base.vn\/blog\/?p=27625"},"modified":"2026-06-05T14:43:24","modified_gmt":"2026-06-05T07:43:24","slug":"crm-2-0-la-gi","status":"publish","type":"post","link":"https:\/\/base.vn\/blog\/crm-2-0-la-gi\/","title":{"rendered":"CRM 2.0 l\u00e0 g\u00ec? Vai tr\u00f2 c\u1ee7a m\u1ea1ng x\u00e3 h\u1ed9i trong CRM hi\u1ec7n \u0111\u1ea1i"},"content":{"rendered":"\n<p>CRM 2.0 \u0111\u01b0\u1ee3c xem l\u00e0 b\u01b0\u1edbc ti\u1ebfn v\u01b0\u1ee3t b\u1eadc c\u1ee7a h\u1ec7 th\u1ed1ng CRM khi t\u1eadn d\u1ee5ng s\u1ee9c m\u1ea1nh c\u1ee7a social media (ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i) \u0111\u1ec3 c\u1ea3i thi\u1ec7n kh\u1ea3 n\u0103ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng. Trong b\u00e0i vi\u1ebft n\u00e0y, h\u00e3y c\u00f9ng <a href=\"https:\/\/base.vn\/?utm_source=blog&amp;utm_content=crm-2.0\" target=\"_blank\" rel=\"noreferrer noopener\">Base.vn<\/a> t\u00ecm hi\u1ec3u <strong>CRM 2.0 l\u00e0 g\u00ec<\/strong>, nh\u1eefng l\u1ee3i \u00edch m\u00e0 h\u1ec7 th\u1ed1ng mang l\u1ea1i v\u00e0 c\u00e1ch doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1eadn d\u1ee5ng t\u1ed1i \u0111a c\u00f4ng c\u1ee5 n\u00e0y \u0111\u1ec3 n\u00e2ng cao hi\u1ec7u qu\u1ea3 kinh doanh v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 d\u00e0i l\u00e2u v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-khai-ni\u1ec7m-crm-va-b\u1ed1i-c\u1ea3nh-ra-d\u1eddi-crm-2-0\">1. Kh\u00e1i ni\u1ec7m CRM v\u00e0 b\u1ed1i c\u1ea3nh ra \u0111\u1eddi CRM 2.0<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-1-crm-la-gi\">1.1 CRM l\u00e0 g\u00ec?<\/h3>\n\n\n\n<p><a href=\"https:\/\/base.vn\/blog\/crm-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>CRM<\/strong><\/a> l\u00e0 vi\u1ebft t\u1eaft c\u1ee7a <strong>Customer Relationship Management<\/strong>, \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 <strong>\u201cQu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng\u201d<\/strong>. Kh\u00e1i ni\u1ec7m n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c hi\u1ec3u theo 2 kh\u00eda c\u1ea1nh: chi\u1ebfn l\u01b0\u1ee3c v\u00e0 c\u00f4ng ngh\u1ec7.<\/p>\n\n\n\n<p>\u1ede g\u00f3c \u0111\u1ed9 chi\u1ebfn l\u01b0\u1ee3c, CRM l\u00e0 ph\u01b0\u01a1ng ph\u00e1p qu\u1ea3n tr\u1ecb l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m, gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng, duy tr\u00ec v\u00e0 ph\u00e1t tri\u1ec3n m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng trong su\u1ed1t v\u00f2ng \u0111\u1eddi c\u1ee7a h\u1ecd. M\u1ecdi ho\u1ea1t \u0111\u1ed9ng t\u1eeb marketing, b\u00e1n h\u00e0ng \u0111\u1ebfn ch\u0103m s\u00f3c sau mua \u0111\u1ec1u h\u01b0\u1edbng \u0111\u1ebfn m\u1ee5c ti\u00eau n\u00e2ng cao tr\u1ea3i nghi\u1ec7m v\u00e0 gia t\u0103ng gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>\u1ede g\u00f3c \u0111\u1ed9 c\u00f4ng ngh\u1ec7, CRM l\u00e0 h\u1ec7 th\u1ed1ng ph\u1ea7n m\u1ec1m h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p t\u1eadp trung d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, qu\u1ea3n l\u00fd quy tr\u00ecnh b\u00e1n h\u00e0ng v\u00e0 theo d\u00f5i to\u00e0n b\u1ed9 l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c tr\u00ean m\u1ed9t n\u1ec1n t\u1ea3ng duy nh\u1ea5t.<\/p>\n\n\n\n<p>M\u1ed9t h\u1ec7 th\u1ed1ng CRM hi\u1ec7n \u0111\u1ea1i th\u01b0\u1eddng gi\u00fap doanh nghi\u1ec7p \u0111\u1ea1t \u0111\u01b0\u1ee3c c\u00e1c m\u1ee5c ti\u00eau c\u1ed1t l\u00f5i nh\u01b0:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Thu h\u00fat v\u00e0 chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng (lead) th\u00e0nh kh\u00e1ch h\u00e0ng th\u1ef1c t\u1ebf.<\/li>\n\n\n\n<li>Qu\u1ea3n l\u00fd to\u00e0n b\u1ed9 v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng, t\u1eeb giai \u0111o\u1ea1n nh\u1eadn bi\u1ebft th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ebfn mua h\u00e0ng v\u00e0 t\u00e1i mua.<\/li>\n\n\n\n<li>C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m \u0111\u1ec3 n\u00e2ng cao m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u00e0 l\u00f2ng trung th\u00e0nh.<\/li>\n\n\n\n<li>Gia t\u0103ng gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng (Customer Lifetime Value \u2013 Gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng) th\u00f4ng qua c\u00e1c ho\u1ea1t \u0111\u1ed9ng ch\u0103m s\u00f3c v\u00e0 ph\u00e1t tri\u1ec3n quan h\u1ec7 d\u00e0i h\u1ea1n.<\/li>\n<\/ul>\n\n\n\n<p>Tuy nhi\u00ean, c\u00e1c h\u1ec7 th\u1ed1ng CRM truy\u1ec1n th\u1ed1ng (hay c\u00f2n g\u1ecdi l\u00e0 CRM 1.0) ch\u1ee7 y\u1ebfu \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng theo m\u00f4 h\u00ecnh qu\u1ea3n l\u00fd n\u1ed9i b\u1ed9 v\u00e0 t\u01b0\u01a1ng t\u00e1c m\u1ed9t chi\u1ec1u. D\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng th\u01b0\u1eddng \u0111\u01b0\u1ee3c nh\u1eadp th\u1ee7 c\u00f4ng t\u1eeb email, cu\u1ed9c g\u1ecdi ho\u1eb7c bi\u1ec3u m\u1eabu \u0111\u0103ng k\u00fd, trong khi quy tr\u00ecnh b\u00e1n h\u00e0ng v\u1eadn h\u00e0nh theo c\u00e1c b\u01b0\u1edbc tuy\u1ebfn t\u00ednh c\u1ed1 \u0111\u1ecbnh.<\/p>\n\n\n\n<p>Trong b\u1ed1i c\u1ea3nh h\u00e0nh vi mua h\u00e0ng ng\u00e0y c\u00e0ng ph\u1ee9c t\u1ea1p v\u00e0 di\u1ec5n ra tr\u00ean \u0111a k\u00eanh, nh\u1eefng h\u1ea1n ch\u1ebf c\u1ee7a CRM 1.0 d\u1ea7n b\u1ed9c l\u1ed9 r\u00f5. H\u1ec7 th\u1ed1ng kh\u00f3 theo d\u00f5i t\u01b0\u01a1ng t\u00e1c tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i, thi\u1ebfu kh\u1ea3 n\u0103ng c\u1eadp nh\u1eadt d\u1eef li\u1ec7u theo th\u1eddi gian th\u1ef1c v\u00e0 ch\u01b0a t\u1eadn d\u1ee5ng \u0111\u01b0\u1ee3c c\u00e1c ph\u1ea3n h\u1ed3i t\u1eeb c\u1ed9ng \u0111\u1ed3ng tr\u1ef1c tuy\u1ebfn &#8211; nh\u1eefng y\u1ebfu t\u1ed1 \u0111ang \u1ea3nh h\u01b0\u1edfng tr\u1ef1c ti\u1ebfp \u0111\u1ebfn quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111\u1ea1i.<\/p>\n\n\n\n<p>Ch\u00ednh nh\u1eefng thay \u0111\u1ed5i n\u00e0y \u0111\u00e3 t\u1ea1o ti\u1ec1n \u0111\u1ec1 cho s\u1ef1 ra \u0111\u1eddi c\u1ee7a CRM 2.0, m\u1ed9t th\u1ebf h\u1ec7 CRM m\u1edbi \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u t\u01b0\u01a1ng t\u00e1c \u0111a chi\u1ec1u, k\u1ebft n\u1ed1i \u0111a k\u00eanh v\u00e0 l\u1ea5y tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"587\" src=\"https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/CRM-la-gi-050626-1024x587.webp\" alt=\"CRM l\u00e0 g\u00ec?\" class=\"wp-image-27644\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/CRM-la-gi-050626-1024x587.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/CRM-la-gi-050626-300x172.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/CRM-la-gi-050626-768x440.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/CRM-la-gi-050626-1536x880.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/CRM-la-gi-050626.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>CRM l\u00e0 g\u00ec?<\/em><\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-2-crm-2-0-la-gi\">1.2 CRM 2.0 l\u00e0 g\u00ec?<\/h3>\n\n\n\n<p><strong>CRM 2.0<\/strong> l\u00e0 th\u1ebf h\u1ec7 ti\u1ebfp theo c\u1ee7a CRM truy\u1ec1n th\u1ed1ng, \u0111\u01b0\u1ee3c ph\u00e1t tri\u1ec3n \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u qu\u1ea3n l\u00fd v\u00e0 t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng trong m\u00f4i tr\u01b0\u1eddng s\u1ed1. N\u1ebfu CRM 1.0 t\u1eadp trung v\u00e0o vi\u1ec7c thu th\u1eadp v\u00e0 l\u01b0u tr\u1eef d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, th\u00ec CRM 2.0 m\u1edf r\u1ed9ng vai tr\u00f2 sang x\u00e2y d\u1ef1ng c\u00e1c t\u01b0\u01a1ng t\u00e1c hai chi\u1ec1u, gi\u00fap doanh nghi\u1ec7p k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng li\u00ean t\u1ee5c tr\u00ean nhi\u1ec1u k\u00eanh kh\u00e1c nhau.<\/p>\n\n\n\n<p>Theo c\u00e1c chuy\u00ean gia, CRM 2.0 (hay c\u00f2n \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 Social CRM \u2013 CRM m\u1ea1ng x\u00e3 h\u1ed9i) l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c v\u00e0 tri\u1ebft l\u00fd kinh doanh \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 b\u1edfi c\u00f4ng ngh\u1ec7, nh\u1eb1m th\u00fac \u0111\u1ea9y s\u1ef1 tham gia, \u0111\u1ed1i tho\u1ea1i v\u00e0 h\u1ee3p t\u00e1c gi\u1eefa doanh nghi\u1ec7p v\u1edbi kh\u00e1ch h\u00e0ng trong m\u1ed9t m\u00f4i tr\u01b0\u1eddng minh b\u1ea1ch v\u00e0 tin c\u1eady.&nbsp;<\/p>\n\n\n\n<p>Nh\u1eefng \u0111\u1eb7c tr\u01b0ng n\u1ed5i b\u1eadt c\u1ee7a CRM 2.0 bao g\u1ed3m:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>T\u01b0\u01a1ng t\u00e1c th\u1eddi gian th\u1ef1c (real-time):<\/strong> M\u1ecdi comment, inbox, \u0111\u00e1nh gi\u00e1 t\u1eeb m\u1ea1ng x\u00e3 h\u1ed9i \u0111\u1ec1u \u0111\u01b0\u1ee3c h\u1ec7 th\u1ed1ng ghi nh\u1eadn v\u00e0 x\u1eed l\u00fd ngay l\u1eadp t\u1ee9c.<\/li>\n\n\n\n<li><strong>Qu\u1ea3n l\u00fd t\u01b0\u01a1ng t\u00e1c \u0111a k\u00eanh (omnichannel):<\/strong> D\u1eef li\u1ec7u t\u1eeb Facebook, Zalo OA, TikTok, email, website, t\u1ed5ng \u0111\u00e0i v\u00e0 c\u1eeda h\u00e0ng tr\u1ef1c ti\u1ebfp lu\u00f4n \u0111\u01b0\u1ee3c \u0111\u1ed3ng b\u1ed9 h\u00f3a, gi\u00fap doanh nghi\u1ec7p theo d\u00f5i t\u1ed5ng th\u1ec3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng.\u00a0<\/li>\n\n\n\n<li><strong>C\u00e1 nh\u00e2n h\u00f3a d\u1ef1a tr\u00ean d\u1eef li\u1ec7u h\u00e0nh vi v\u00e0 social data: <\/strong>Kh\u00f4ng ch\u1ec9 x\u00e1c \u0111\u1ecbnh kh\u00e1ch h\u00e0ng l\u00e0 ai, h\u1ec7 th\u1ed1ng c\u00f2n gi\u00fap doanh nghi\u1ec7p bi\u1ebft h\u1ecd \u0111ang ngh\u0129 g\u00ec, th\u00edch g\u00ec, \u0111ang \u1edf giai \u0111o\u1ea1n n\u00e0o trong h\u00e0nh tr\u00ecnh mua s\u1eafm.<\/li>\n\n\n\n<li><strong>Kh\u00e1ch h\u00e0ng l\u00e0 trung t\u00e2m c\u1ee7a c\u1ed9ng \u0111\u1ed3ng th\u01b0\u01a1ng hi\u1ec7u:<\/strong> CRM 2.0 khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng tham gia v\u00e0o qu\u00e1 tr\u00ecnh x\u00e2y d\u1ef1ng gi\u00e1 tr\u1ecb th\u01b0\u01a1ng hi\u1ec7u th\u00f4ng qua \u0111\u00e1nh gi\u00e1, chia s\u1ebb tr\u1ea3i nghi\u1ec7m v\u00e0 s\u00e1ng t\u1ea1o n\u1ed9i dung.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-3-vi-sao-crm-2-0-ra-d\u1eddi\">1.3 V\u00ec sao CRM 2.0 ra \u0111\u1eddi?<\/h3>\n\n\n\n<p>S\u1ef1 xu\u1ea5t hi\u1ec7n c\u1ee7a Web 2.0 \u0111\u00e3 l\u00e0m thay \u0111\u1ed5i ho\u00e0n to\u00e0n c\u00e1ch ng\u01b0\u1eddi ti\u00eau d\u00f9ng ti\u1ebfp c\u1eadn th\u00f4ng tin v\u00e0 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng. N\u1ebfu tr\u01b0\u1edbc \u0111\u00e2y kh\u00e1ch h\u00e0ng ch\u1ee7 y\u1ebfu ti\u1ebfp nh\u1eadn th\u00f4ng \u0111i\u1ec7p m\u1ed9t chi\u1ec1u t\u1eeb doanh nghi\u1ec7p th\u00f4ng qua qu\u1ea3ng c\u00e1o, email hay c\u00e1c k\u00eanh truy\u1ec1n th\u00f4ng truy\u1ec1n th\u1ed1ng, th\u00ec ng\u00e0y nay h\u1ecd tr\u1edf th\u00e0nh nh\u1eefng ng\u01b0\u1eddi ch\u1ee7 \u0111\u1ed9ng t\u1ea1o ra v\u00e0 lan t\u1ecfa n\u1ed9i dung. Ch\u1ec9 v\u1edbi m\u1ed9t chi\u1ebfc \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh, ng\u01b0\u1eddi d\u00f9ng c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 s\u1ea3n ph\u1ea9m, chia s\u1ebb tr\u1ea3i nghi\u1ec7m, so s\u00e1nh th\u01b0\u01a1ng hi\u1ec7u v\u00e0 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn quy\u1ebft \u0111\u1ecbnh c\u1ee7a h\u00e0ng ngh\u00ecn ng\u01b0\u1eddi kh\u00e1c.<\/p>\n\n\n\n<p>Xu h\u01b0\u1edbng n\u00e0y \u0111\u1eb7c bi\u1ec7t r\u00f5 n\u00e9t t\u1ea1i Vi\u1ec7t Nam, khi h\u00e0nh vi ti\u00eau d\u00f9ng ng\u00e0y c\u00e0ng d\u1ecbch chuy\u1ec3n l\u00ean m\u00f4i tr\u01b0\u1eddng s\u1ed1. M\u1ea1ng x\u00e3 h\u1ed9i kh\u00f4ng ch\u1ec9 l\u00e0 n\u01a1i gi\u1ea3i tr\u00ed m\u00e0 c\u00f2n tr\u1edf th\u00e0nh k\u00eanh t\u00ecm ki\u1ebfm th\u00f4ng tin, tham kh\u1ea3o \u0111\u00e1nh gi\u00e1 v\u00e0 t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. \u0110i\u1ec1u \u0111\u00f3 khi\u1ebfn h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean \u0111a chi\u1ec1u, ph\u1ee9c t\u1ea1p v\u00e0 kh\u00f3 ki\u1ec3m so\u00e1t h\u01a1n so v\u1edbi tr\u01b0\u1edbc \u0111\u00e2y.<\/p>\n\n\n\n<p>Trong b\u1ed1i c\u1ea3nh \u0111\u00f3, doanh nghi\u1ec7p kh\u00f4ng c\u00f2n n\u1eafm to\u00e0n quy\u1ec1n ki\u1ec3m so\u00e1t th\u00f4ng \u0111i\u1ec7p th\u01b0\u01a1ng hi\u1ec7u. M\u1ed9t ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c c\u00f3 th\u1ec3 lan truy\u1ec1n r\u1ea5t nhanh tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i; m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c t\u1eeb kh\u00e1ch h\u00e0ng c\u0169ng c\u00f3 th\u1ec3 t\u1ea1o ra hi\u1ec7u \u1ee9ng truy\u1ec1n mi\u1ec7ng m\u1ea1nh m\u1ebd h\u01a1n nhi\u1ec1u chi\u1ebfn d\u1ecbch qu\u1ea3ng c\u00e1o. Kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng c\u00f3 ti\u1ebfng n\u00f3i l\u1edbn h\u01a1n trong vi\u1ec7c x\u00e2y d\u1ef1ng h\u00ecnh \u1ea3nh v\u00e0 uy t\u00edn c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n\n<p>Ch\u00ednh s\u1ef1 thay \u0111\u1ed5i n\u00e0y \u0111\u00e3 \u0111\u1eb7t ra y\u00eau c\u1ea7u m\u1edbi cho c\u00e1c h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng. Kh\u00f4ng ch\u1ec9 c\u1ea7n m\u1ed9t CRM gi\u00fap l\u01b0u tr\u1eef d\u1eef li\u1ec7u v\u00e0 qu\u1ea3n l\u00fd pipeline b\u00e1n h\u00e0ng, doanh nghi\u1ec7p c\u00e0ng c\u1ea7n h\u01a1n n\u1eefa m\u1ed9t n\u1ec1n t\u1ea3ng c\u00f3 kh\u1ea3 n\u0103ng qu\u1ea3n l\u00fd t\u01b0\u01a1ng t\u00e1c \u0111a k\u00eanh, l\u1eafng nghe ph\u1ea3n h\u1ed3i theo th\u1eddi gian th\u1ef1c v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 hai chi\u1ec1u v\u1edbi kh\u00e1ch h\u00e0ng. CRM 2.0 ra \u0111\u1eddi \u0111\u1ec3 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u \u0111\u00f3, gi\u00fap doanh nghi\u1ec7p chuy\u1ec3n t\u1eeb t\u01b0 duy qu\u1ea3n l\u00fd d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng sang qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 v\u00e0 cu\u1ed9c h\u1ed9i tho\u1ea1i v\u1edbi kh\u00e1ch h\u00e0ng trong k\u1ef7 nguy\u00ean s\u1ed1.<\/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<h2 class=\"wp-block-heading\" id=\"h-2-so-sanh-crm-1-0-va-crm-2-0-va-social-crm\">2. So s\u00e1nh CRM 1.0 v\u00e0 CRM 2.0 (v\u00e0 Social CRM)<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-1-b\u1ea3ng-so-sanh-crm-1-0-vs-crm-2-0\">2.1 B\u1ea3ng so s\u00e1nh CRM 1.0 vs CRM 2.0<\/h3>\n\n\n\n<p>Sau \u0111\u00e2y l\u00e0 ph\u1ea7n so s\u00e1nh CRM 1.0 v\u00e0 CRM 2.0 theo 7 ti\u00eau ch\u00ed c\u1ed1t l\u00f5i:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Ti\u00eau ch\u00ed so s\u00e1nh<\/strong><\/td><td><strong>CRM 1.0 (truy\u1ec1n th\u1ed1ng)<\/strong><\/td><td><strong>CRM 2.0 (hi\u1ec7n \u0111\u1ea1i)<\/strong><\/td><\/tr><tr><td>M\u1ee5c \u0111\u00edch s\u1eed d\u1ee5ng ch\u00ednh<\/td><td>Qu\u1ea3n l\u00fd d\u1eef li\u1ec7u v\u00e0 quy tr\u00ecnh b\u00e1n h\u00e0ng n\u1ed9i b\u1ed9<\/td><td>X\u00e2y d\u1ef1ng quan h\u1ec7, t\u01b0\u01a1ng t\u00e1c c\u1ed9ng \u0111\u1ed3ng, t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/td><\/tr><tr><td>K\u00eanh t\u01b0\u01a1ng t\u00e1c<\/td><td>Email, \u0111i\u1ec7n tho\u1ea1i, g\u1eb7p m\u1eb7t tr\u1ef1c ti\u1ebfp<\/td><td>\u0110a k\u00eanh: m\u1ea1ng x\u00e3 h\u1ed9i, chat, email, website, c\u1eeda h\u00e0ng, \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng<\/td><\/tr><tr><td>Vai tr\u00f2 kh\u00e1ch h\u00e0ng<\/td><td>Th\u1ee5 \u0111\u1ed9ng \u2013 \u0111\u1ed1i t\u01b0\u1ee3ng ti\u1ebfp nh\u1eadn th\u00f4ng \u0111i\u1ec7p<\/td><td>Ch\u1ee7 \u0111\u1ed9ng \u2013 \u0111\u1ed3ng s\u00e1ng t\u1ea1o, chia s\u1ebb, lan t\u1ecfa n\u1ed9i dung<\/td><\/tr><tr><td>D\u1eef li\u1ec7u &amp; g\u00f3c nh\u00ecn<\/td><td>D\u1eef li\u1ec7u giao d\u1ecbch, l\u1ecbch s\u1eed mua h\u00e0ng<\/td><td>D\u1eef li\u1ec7u h\u00e0nh vi, social data, c\u1ea3m nh\u1eadn, l\u1ecbch s\u1eed&nbsp; t\u01b0\u01a1ng t\u00e1c \u0111a k\u00eanh<\/td><\/tr><tr><td>C\u00f4ng ngh\u1ec7 s\u1eed d\u1ee5ng<\/td><td>Database, ph\u1ea7n m\u1ec1m l\u1ebb<\/td><td>Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI), t\u1ef1 \u0111\u1ed9ng h\u00f3a (automation), social listening, t\u00edch h\u1ee3p \u0111a k\u00eanh t\u01b0\u01a1ng t\u00e1c (omnichannel integration)<\/td><\/tr><tr><td>C\u01a1 ch\u1ebf t\u01b0\u01a1ng t\u00e1c<\/td><td>M\u1ed9t chi\u1ec1u (doanh nghi\u1ec7p \u2192 kh\u00e1ch h\u00e0ng)<\/td><td>Hai chi\u1ec1u (doanh nghi\u1ec7p \u2194 kh\u00e1ch h\u00e0ng \u2194 c\u1ed9ng \u0111\u1ed3ng)<\/td><\/tr><tr><td>\u0110o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3<\/td><td>Doanh s\u1ed1, t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i, s\u1ed1 l\u01b0\u1ee3ng lead<\/td><td>M\u1ee9c \u0111\u1ed9 gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u (NPS), gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng (CLV), t\u1ef7 l\u1ec7 t\u01b0\u01a1ng t\u00e1c, ch\u1ec9 s\u1ed1 c\u1ea3m x\u00fac, t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-2-crm-2-0-va-social-crm-gi\u1ed1ng-va-khac-nhau-th\u1ebf-nao\">2.2 CRM 2.0 v\u00e0 Social CRM: Gi\u1ed1ng v\u00e0 kh\u00e1c nhau th\u1ebf n\u00e0o?<\/h3>\n\n\n\n<p>CRM 2.0 v\u00e0 Social CRM th\u01b0\u1eddng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng thay th\u1ebf cho nhau, nh\u01b0ng th\u1ef1c t\u1ebf \u0111\u00e2y kh\u00f4ng ph\u1ea3i l\u00e0 2 kh\u00e1i ni\u1ec7m ho\u00e0n to\u00e0n \u0111\u1ed3ng nh\u1ea5t. Trong \u0111\u00f3, Social CRM c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c xem l\u00e0 m\u1ed9t ph\u1ea7n c\u1ee7a CRM 2.0, t\u1eadp trung v\u00e0o vi\u1ec7c qu\u1ea3n l\u00fd c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u00e0 cu\u1ed9c h\u1ed9i tho\u1ea1i di\u1ec5n ra tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i.<\/p>\n\n\n\n<p>C\u1ee5 th\u1ec3, Social CRM gi\u00fap doanh nghi\u1ec7p theo d\u00f5i v\u00e0 x\u1eed l\u00fd t\u01b0\u01a1ng t\u00e1c tr\u00ean nh\u1eefng n\u1ec1n t\u1ea3ng nh\u01b0 Facebook, Zalo, TikTok hay Instagram, bao g\u1ed3m qu\u1ea3n l\u00fd tin nh\u1eafn, b\u00ecnh lu\u1eadn, theo d\u00f5i c\u00e1c l\u01b0\u1ee3t nh\u1eafc \u0111\u1ebfn th\u01b0\u01a1ng hi\u1ec7u v\u00e0 ph\u00e2n t\u00edch c\u1ea3m x\u00fac c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/p>\n\n\n\n<p>Trong khi \u0111\u00f3, CRM 2.0 c\u00f3 ph\u1ea1m vi r\u1ed9ng h\u01a1n. B\u00ean c\u1ea1nh vi\u1ec7c t\u00edch h\u1ee3p c\u00e1c t\u00ednh n\u0103ng c\u1ee7a Social CRM, h\u1ec7 th\u1ed1ng c\u00f2n k\u1ebft n\u1ed1i to\u00e0n b\u1ed9 quy tr\u00ecnh marketing, b\u00e1n h\u00e0ng, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, t\u1ef1 \u0111\u1ed9ng h\u00f3a v\u1eadn h\u00e0nh v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u tr\u00ean c\u00f9ng m\u1ed9t n\u1ec1n t\u1ea3ng.<\/p>\n\n\n\n<p>C\u00f3 th\u1ec3 hi\u1ec3u \u0111\u01a1n gi\u1ea3n:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Social CRM t\u1eadp trung gi\u1ea3i quy\u1ebft b\u00e0i to\u00e1n qu\u1ea3n l\u00fd t\u01b0\u01a1ng t\u00e1c tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i.<\/li>\n\n\n\n<li>CRM 2.0 h\u01b0\u1edbng \u0111\u1ebfn qu\u1ea3n l\u00fd to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng trong m\u00f4i tr\u01b0\u1eddng s\u1ed1.<\/li>\n<\/ul>\n\n\n\n<p>\u0110\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p m\u1edbi b\u1eaft \u0111\u1ea7u chuy\u1ec3n \u0111\u1ed5i s\u1ed1 ho\u1eb7c c\u00f3 ngu\u1ed3n l\u1ef1c h\u1ea1n ch\u1ebf, vi\u1ec7c tri\u1ec3n khai Social CRM tr\u01b0\u1edbc c\u00f3 th\u1ec3 l\u00e0 l\u1ef1a ch\u1ecdn th\u1ef1c t\u1ebf \u0111\u1ec3 gi\u1ea3i quy\u1ebft b\u00e0i to\u00e1n th\u1ea5t tho\u00e1t lead t\u1eeb c\u00e1c k\u00eanh m\u1ea1ng x\u00e3 h\u1ed9i. Khi quy tr\u00ecnh v\u1eadn h\u00e0nh \u0111\u00e3 \u1ed5n \u0111\u1ecbnh, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ti\u1ebfp t\u1ee5c m\u1edf r\u1ed9ng sang m\u00f4 h\u00ecnh CRM 2.0 \u0111\u1ec3 qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng to\u00e0n di\u1ec7n tr\u00ean m\u1ecdi \u0111i\u1ec3m ch\u1ea1m.<\/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\/2026\/06\/crm-truyen-thong-va-crm-2.0-050626-1024x587.webp\" alt=\"CRM 1.0 v\u00e0 CRM 2.0\" class=\"wp-image-27646\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/crm-truyen-thong-va-crm-2.0-050626-1024x587.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/crm-truyen-thong-va-crm-2.0-050626-300x172.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/crm-truyen-thong-va-crm-2.0-050626-768x440.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/crm-truyen-thong-va-crm-2.0-050626-1536x880.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/crm-truyen-thong-va-crm-2.0-050626.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>CRM 1.0 v\u00e0 CRM 2.0<\/em><\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-3-vi-d\u1ee5-minh-h\u1ecda-s\u1ef1-khac-bi\u1ec7t-gi\u1eefa-crm-1-0-va-crm-2-0\">2.3 V\u00ed d\u1ee5 minh h\u1ecda s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa CRM 1.0 v\u00e0 CRM 2.0<\/h3>\n\n\n\n<p>H\u00e3y h\u00ecnh dung m\u1ed9t kh\u00e1ch h\u00e0ng t\u00ean Minh nh\u00ecn th\u1ea5y qu\u1ea3ng c\u00e1o s\u1ea3n ph\u1ea9m ch\u0103m s\u00f3c da tr\u00ean Facebook v\u00e0 \u0111\u1ec3 l\u1ea1i b\u00ecnh lu\u1eadn \u0111\u1ec3 h\u1ecfi gi\u00e1.<\/p>\n\n\n\n<p>Trong m\u00f4 h\u00ecnh CRM 1.0, nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng s\u1ebd t\u1ef1 theo d\u00f5i b\u00ecnh lu\u1eadn, ch\u1ee7 \u0111\u1ed9ng nh\u1eafn tin t\u01b0 v\u1ea5n v\u00e0 l\u01b0u th\u00f4ng tin kh\u00e1ch h\u00e0ng v\u00e0o Excel ho\u1eb7c s\u1ed5 tay. To\u00e0n b\u1ed9 d\u1eef li\u1ec7u ph\u1ee5 thu\u1ed9c v\u00e0o c\u00e1 nh\u00e2n ph\u1ee5 tr\u00e1ch. N\u1ebfu nh\u00e2n vi\u00ean ngh\u1ec9 vi\u1ec7c ho\u1eb7c qu\u00ean c\u1eadp nh\u1eadt, l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng r\u1ea5t d\u1ec5 b\u1ecb th\u1ea5t l\u1ea1c. Doanh nghi\u1ec7p c\u0169ng kh\u00f3 theo d\u00f5i m\u00ecnh \u0111ang \u1edf giai \u0111o\u1ea1n n\u00e0o trong quy tr\u00ecnh mua h\u00e0ng v\u00e0 c\u1ea7n ch\u0103m s\u00f3c ra sao.<\/p>\n\n\n\n<p>V\u1edbi CRM 2.0, to\u00e0n b\u1ed9 quy tr\u00ecnh tr\u00ean \u0111\u01b0\u1ee3c t\u1ef1 \u0111\u1ed9ng h\u00f3a v\u00e0 qu\u1ea3n l\u00fd t\u1eadp trung. Ngay khi Minh \u0111\u1ec3 l\u1ea1i b\u00ecnh lu\u1eadn, h\u1ec7 th\u1ed1ng s\u1ebd t\u1ef1 \u0111\u1ed9ng ghi nh\u1eadn th\u00f4ng tin, \u0111\u01b0a v\u00e0o danh s\u00e1ch kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng v\u00e0 ph\u00e2n c\u00f4ng cho nh\u00e2n vi\u00ean t\u01b0 v\u1ea5n. M\u1ecdi l\u1ecbch s\u1eed trao \u0111\u1ed5i tr\u00ean fanpage \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef trong h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>N\u1ebfu Minh ch\u01b0a \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng, h\u1ec7 th\u1ed1ng c\u00f3 th\u1ec3 t\u1ef1 \u0111\u1ed9ng:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>G\u1eedi email ch\u0103m s\u00f3c sau m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh.<\/li>\n\n\n\n<li>Nh\u1eafc nh\u00e2n vi\u00ean li\u00ean h\u1ec7 l\u1ea1i theo \u0111\u00fang l\u1ecbch tr\u00ecnh.<\/li>\n\n\n\n<li>K\u00edch ho\u1ea1t c\u00e1c k\u1ecbch b\u1ea3n nu\u00f4i d\u01b0\u1ee1ng kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p v\u1edbi h\u00e0nh vi c\u1ee7a Minh.<\/li>\n<\/ul>\n\n\n\n<p>Sau khi ph\u00e1t sinh \u0111\u01a1n h\u00e0ng, quy tr\u00ecnh ch\u0103m s\u00f3c sau b\u00e1n ti\u1ebfp t\u1ee5c \u0111\u01b0\u1ee3c t\u1ef1 \u0111\u1ed9ng tri\u1ec3n khai th\u00f4ng qua c\u00e1c k\u00eanh nh\u01b0 Zalo ho\u1eb7c email.<\/p>\n\n\n\n<p>\u0110i\u1ec3m kh\u00e1c bi\u1ec7t l\u1edbn nh\u1ea5t gi\u1eefa CRM 1.0 v\u00e0 CRM 2.0 kh\u00f4ng n\u1eb1m \u1edf m\u1ee9c \u0111\u1ed9 ph\u1ee9c t\u1ea1p c\u1ee7a c\u00f4ng ngh\u1ec7, m\u00e0 \u1edf kh\u1ea3 n\u0103ng qu\u1ea3n l\u00fd xuy\u00ean su\u1ed1t h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, nh\u1eb1m gi\u1ea3m thi\u1ec3u th\u1ea5t tho\u00e1t d\u1eef li\u1ec7u v\u00e0 kh\u00f4ng b\u1ecf l\u1ee1 b\u1ea5t k\u1ef3 c\u01a1 h\u1ed9i kinh doanh n\u00e0o.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-l\u1ee3i-ich-c\u1ee7a-crm-2-0-trong-th\u1eddi-d\u1ea1i-m\u1ea1ng-xa-h\u1ed9i-va-t\u01b0\u01a1ng-tac-da-kenh\">3. L\u1ee3i \u00edch c\u1ee7a CRM 2.0 trong th\u1eddi \u0111\u1ea1i m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 t\u01b0\u01a1ng t\u00e1c \u0111a k\u00eanh<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-1-hi\u1ec3u-khach-hang-360-d\u1ed9-nh\u1edd-d\u1eef-li\u1ec7u-m\u1ea1ng-xa-h\u1ed9i-va-hanh-vi-da-kenh\">3.1 Hi\u1ec3u kh\u00e1ch h\u00e0ng &#8220;360 \u0111\u1ed9&#8221; nh\u1edd d\u1eef li\u1ec7u m\u1ea1ng x\u00e3 h\u1ed9i v\u00e0 h\u00e0nh vi \u0111a k\u00eanh<\/h3>\n\n\n\n<p>M\u1ed9t trong nh\u1eefng gi\u00e1 tr\u1ecb l\u1edbn nh\u1ea5t c\u1ee7a CRM 2.0 l\u00e0 kh\u1ea3 n\u0103ng h\u1ee3p nh\u1ea5t d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng t\u1eeb nhi\u1ec1u \u0111i\u1ec3m ch\u1ea1m kh\u00e1c nhau nh\u01b0 website, m\u1ea1ng x\u00e3 h\u1ed9i, \u1ee9ng d\u1ee5ng di \u0111\u1ed9ng, email, chatbot hay c\u1eeda h\u00e0ng v\u1eadt l\u00fd. Nh\u1edd \u0111\u00f3, doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 bi\u1ebft kh\u00e1ch h\u00e0ng \u0111\u00e3 mua g\u00ec, m\u00e0 c\u00f2n hi\u1ec3u c\u00e1ch h\u1ecd t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u trong su\u1ed1t h\u00e0nh tr\u00ecnh mua s\u1eafm.<\/p>\n\n\n\n<p>Th\u00f4ng qua vi\u1ec7c k\u1ebft n\u1ed1i v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u \u0111a k\u00eanh, CRM 2.0 gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng 360 \u0111\u1ed9 v\u1edbi c\u00e1c th\u00f4ng tin nh\u01b0:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>N\u1ed9i dung kh\u00e1ch h\u00e0ng th\u01b0\u1eddng quan t\u00e2m.<\/li>\n\n\n\n<li>Khung th\u1eddi gian t\u01b0\u01a1ng t\u00e1c ph\u1ed5 bi\u1ebfn.<\/li>\n\n\n\n<li>L\u1ecbch s\u1eed ph\u1ea3n h\u1ed3i v\u00e0 trao \u0111\u1ed5i v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.<\/li>\n\n\n\n<li>C\u1ea3m x\u00fac v\u00e0 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng th\u1ec3 hi\u1ec7n qua b\u00ecnh lu\u1eadn, \u0111\u00e1nh gi\u00e1 ho\u1eb7c tin nh\u1eafn tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i.<\/li>\n<\/ul>\n\n\n\n<p>Nh\u1edd \u201cb\u1ee9c tranh\u201d t\u1ed5ng th\u1ec3 n\u00e0y, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng chu\u1ea9n x\u00e1c h\u01a1n, c\u00e1 nh\u00e2n h\u00f3a th\u00f4ng \u0111i\u1ec7p ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng nh\u00f3m \u0111\u1ed1i t\u01b0\u1ee3ng, \u0111\u1ed3ng th\u1eddi d\u1ef1 \u0111o\u00e1n \u0111\u00fang nhu c\u1ea7u trong t\u01b0\u01a1ng lai \u0111\u1ec3 tri\u1ec3n khai c\u00e1c chi\u1ebfn d\u1ecbch <a href=\"https:\/\/base.vn\/blog\/up-selling-cross-selling\/\" target=\"_blank\" rel=\"noreferrer noopener\">b\u00e1n th\u00eam (upsell) ho\u1eb7c b\u00e1n ch\u00e9o (cross-sell)<\/a> \u0111\u00fang th\u1eddi \u0111i\u1ec3m.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-2-tang-t\u01b0\u01a1ng-tac-xay-d\u1ef1ng-c\u1ed9ng-d\u1ed3ng-khach-hang-trung-thanh\">3.2 T\u0103ng t\u01b0\u01a1ng t\u00e1c, x\u00e2y d\u1ef1ng c\u1ed9ng \u0111\u1ed3ng kh\u00e1ch h\u00e0ng trung th\u00e0nh<\/h3>\n\n\n\n<p>To\u00e0n b\u1ed9 l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c t\u1eeb b\u00ecnh lu\u1eadn, tin nh\u1eafn, email \u0111\u1ebfn cu\u1ed9c g\u1ecdi \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef t\u1eadp trung tr\u00ean m\u1ed9t h\u1ec7 th\u1ed1ng duy nh\u1ea5t. \u0110i\u1ec1u n\u00e0y gi\u00fap \u0111\u1ed9i ng\u0169 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng n\u1eafm b\u1eaft \u0111\u1ea7y \u0111\u1ee7 ng\u1eef c\u1ea3nh trao \u0111\u1ed5i, \u0111\u1ea3m b\u1ea3o tr\u1ea3i nghi\u1ec7m nh\u1ea5t qu\u00e1n v\u00e0 tr\u00e1nh b\u1ecf s\u00f3t th\u00f4ng tin quan tr\u1ecdng.<\/p>\n\n\n\n<p>B\u00ean c\u1ea1nh \u0111\u00f3, CRM 2.0 h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p tri\u1ec3n khai c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh x\u00e2y d\u1ef1ng c\u1ed9ng \u0111\u1ed3ng v\u00e0 gia t\u0103ng l\u00f2ng trung th\u00e0nh m\u1ed9t c\u00e1ch b\u00e0i b\u1ea3n, ch\u1eb3ng h\u1ea1n nh\u01b0:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft t\u00edch \u0111i\u1ec3m t\u1ef1 \u0111\u1ed9ng.<\/li>\n\n\n\n<li>Ch\u01b0\u01a1ng tr\u00ecnh gi\u1edbi thi\u1ec7u kh\u00e1ch h\u00e0ng m\u1edbi.<\/li>\n\n\n\n<li>Khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng \u0111\u00e1nh gi\u00e1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5.<\/li>\n\n\n\n<li>Th\u00fac \u0111\u1ea9y ng\u01b0\u1eddi d\u00f9ng t\u1ea1o n\u1ed9i dung tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u.<\/li>\n<\/ul>\n\n\n\n<p>\u0110\u1ed1i v\u1edbi c\u00e1c ng\u00e0nh h\u00e0ng nh\u01b0 F&amp;B, m\u1ef9 ph\u1ea9m, th\u1eddi trang hay b\u00e1n l\u1ebb, n\u01a1i quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng ch\u1ecbu \u1ea3nh h\u01b0\u1edfng l\u1edbn t\u1eeb c\u1ed9ng \u0111\u1ed3ng v\u00e0 truy\u1ec1n mi\u1ec7ng, CRM 2.0 s\u1ebd tr\u1edf th\u00e0nh c\u00f4ng c\u1ee5 ch\u1ee7 \u0111\u1ea1o gi\u00fap doanh nghi\u1ec7p duy tr\u00ec t\u01b0\u01a1ng t\u00e1c li\u00ean t\u1ee5c, gia t\u0103ng m\u1ee9c \u0111\u1ed9 g\u1eafn k\u1ebft v\u00e0 ph\u00e1t tri\u1ec3n t\u1ec7p kh\u00e1ch h\u00e0ng trung th\u00e0nh trong d\u00e0i h\u1ea1n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-3-nang-cao-hi\u1ec7u-qu\u1ea3-marketing-amp-ban-hang-nh\u1edd-t\u1ef1-d\u1ed9ng-hoa-va-d\u1eef-li\u1ec7u\">3.3 N\u00e2ng cao hi\u1ec7u qu\u1ea3 marketing &amp; b\u00e1n h\u00e0ng nh\u1edd t\u1ef1 \u0111\u1ed9ng h\u00f3a v\u00e0 d\u1eef li\u1ec7u<\/h3>\n\n\n\n<p>Marketing automation l\u00e0 m\u1ed9t trong nh\u1eefng \u1ee9ng d\u1ee5ng th\u1ef1c ti\u1ec5n nh\u1ea5t c\u1ee7a CRM 2.0. Thay v\u00ec x\u1eed l\u00fd th\u1ee7 c\u00f4ng t\u1eebng lead, h\u1ec7 th\u1ed1ng c\u00f3 th\u1ec3 t\u1ef1 \u0111\u1ed9ng thu th\u1eadp d\u1eef li\u1ec7u t\u1eeb nhi\u1ec1u ngu\u1ed3n nh\u01b0 website, Facebook Lead Ads, TikTok, Zalo OA v\u00e0 t\u1eadp trung v\u1ec1 m\u1ed9t n\u01a1i. M\u1ed7i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng \u0111\u1ec1u \u0111\u01b0\u1ee3c ghi nh\u1eadn ngu\u1ed3n ph\u00e1t sinh r\u00f5 r\u00e0ng v\u00e0 \u0111\u01b0a v\u00e0o quy tr\u00ecnh ch\u0103m s\u00f3c ph\u00f9 h\u1ee3p ngay t\u1eeb \u0111\u1ea7u.&nbsp;<\/p>\n\n\n\n<p>B\u00ean c\u1ea1nh \u0111\u00f3, h\u1ec7 th\u1ed1ng c\u00f2n c\u00f3 kh\u1ea3 n\u0103ng k\u00edch ho\u1ea1t c\u00e1c k\u1ecbch b\u1ea3n ch\u0103m s\u00f3c t\u1ef1 \u0111\u1ed9ng theo h\u00e0nh vi kh\u00e1ch h\u00e0ng, ch\u1eb3ng h\u1ea1n:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>G\u1eedi \u01b0u \u0111\u00e3i khi kh\u00e1ch h\u00e0ng nhi\u1ec1u l\u1ea7n xem trang s\u1ea3n ph\u1ea9m nh\u01b0ng ch\u01b0a mua h\u00e0ng.<\/li>\n\n\n\n<li>Ph\u00e2n c\u00f4ng nh\u00e2n vi\u00ean kinh doanh ngay khi kh\u00e1ch \u0111\u1ec3 l\u1ea1i th\u00f4ng tin ho\u1eb7c y\u00eau c\u1ea7u t\u01b0 v\u1ea5n qua Zalo.<\/li>\n\n\n\n<li>K\u00edch ho\u1ea1t chi\u1ebfn d\u1ecbch t\u00e1i thu h\u00fat nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u00e3 l\u00e2u kh\u00f4ng ph\u00e1t sinh giao d\u1ecbch.<\/li>\n<\/ul>\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\/2026\/06\/Loi-ich-crm-2.0-050626-1024x587.webp\" alt=\"L\u1ee3i \u00edch c\u1ee7a CRM 2.0\" class=\"wp-image-27649\" srcset=\"https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/Loi-ich-crm-2.0-050626-1024x587.webp 1024w, https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/Loi-ich-crm-2.0-050626-300x172.webp 300w, https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/Loi-ich-crm-2.0-050626-768x440.webp 768w, https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/Loi-ich-crm-2.0-050626-1536x880.webp 1536w, https:\/\/base.vn\/wp-content\/uploads\/2026\/06\/Loi-ich-crm-2.0-050626.webp 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\"><em>L\u1ee3i \u00edch c\u1ee7a CRM 2.0<\/em><\/figcaption><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-4-c\u1ea3i-thi\u1ec7n-cham-soc-khach-hang-x\u1eed-ly-khi\u1ebfu-n\u1ea1i-amp-qu\u1ea3n-ly-kh\u1ee7ng-ho\u1ea3ng\">3.4 C\u1ea3i thi\u1ec7n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, x\u1eed l\u00fd khi\u1ebfu n\u1ea1i &amp; qu\u1ea3n l\u00fd kh\u1ee7ng ho\u1ea3ng<\/h3>\n\n\n\n<p>Trong th\u1eddi \u0111\u1ea1i m\u1ea1ng x\u00e3 h\u1ed9i ph\u00e1t tri\u1ec3n m\u1ea1nh m\u1ebd, m\u1ed9t ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c kh\u00f4ng \u0111\u01b0\u1ee3c x\u1eed l\u00fd k\u1ecbp th\u1eddi c\u00f3 th\u1ec3 nhanh ch\u00f3ng tr\u1edf th\u00e0nh kh\u1ee7ng ho\u1ea3ng truy\u1ec1n th\u00f4ng. CRM 2.0 gi\u00fap doanh nghi\u1ec7p ch\u1ee7 \u0111\u1ed9ng ki\u1ec3m so\u00e1t r\u1ee7i ro n\u00e0y b\u1eb1ng c\u00e1ch t\u1eadp trung to\u00e0n b\u1ed9 ph\u1ea3n h\u1ed3i, \u0111\u00e1nh gi\u00e1 v\u00e0 khi\u1ebfu n\u1ea1i t\u1eeb nhi\u1ec1u k\u00eanh v\u1ec1 m\u1ed9t h\u1ec7 th\u1ed1ng th\u1ed1ng nh\u1ea5t.<\/p>\n\n\n\n<p>M\u1ed7i y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3 \u0111\u1ec1u \u0111\u01b0\u1ee3c t\u1ef1 \u0111\u1ed9ng ph\u00e2n lo\u1ea1i, g\u00e1n ng\u01b0\u1eddi ph\u1ee5 tr\u00e1ch v\u00e0 \u00e1p d\u1ee5ng SLA (Cam k\u1ebft th\u1eddi gian x\u1eed l\u00fd) \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o ti\u1ebfn \u0111\u1ed9 gi\u1ea3i quy\u1ebft. Nh\u00e0 qu\u1ea3n l\u00fd c\u00f3 th\u1ec3 theo d\u00f5i to\u00e0n b\u1ed9 qu\u00e1 tr\u00ecnh x\u1eed l\u00fd theo th\u1eddi gian th\u1ef1c, h\u1ea1n ch\u1ebf t\u00ecnh tr\u1ea1ng b\u1ecf s\u00f3t ho\u1eb7c ch\u1eadm ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<p>Ngo\u00e0i ra, nhi\u1ec1u n\u1ec1n t\u1ea3ng CRM 2.0 c\u00f2n t\u00edch h\u1ee3p t\u00ednh n\u0103ng l\u1eafng nghe m\u1ea1ng x\u00e3 h\u1ed9i (Social Listening), cho ph\u00e9p doanh nghi\u1ec7p theo d\u00f5i c\u00e1c cu\u1ed9c th\u1ea3o lu\u1eadn, \u0111\u00e1nh gi\u00e1 v\u00e0 m\u1ee9c \u0111\u1ed9 c\u1ea3m x\u00fac c\u1ee7a ng\u01b0\u1eddi d\u00f9ng li\u00ean quan \u0111\u1ebfn th\u01b0\u01a1ng hi\u1ec7u. Nh\u1edd \u0111\u00f3, c\u00e1c d\u1ea5u hi\u1ec7u ti\u00eau c\u1ef1c c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c ph\u00e1t hi\u1ec7n s\u1edbm v\u00e0 k\u1ecbp th\u1eddi gi\u1ea3i quy\u1ebft tr\u01b0\u1edbc khi lan r\u1ed9ng.<\/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\/ai-crm-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI CRM l\u00e0 g\u00ec? C\u00e1ch AI thay \u0111\u1ed5i ho\u1ea1t \u0111\u1ed9ng CRM c\u1ee7a doanh nghi\u1ec7p<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-\u1ee9ng-d\u1ee5ng-crm-2-0-trong-doanh-nghi\u1ec7p-vi\u1ec7t-nam-theo-nganh-va-quy-mo\">4. \u1ee8ng d\u1ee5ng CRM 2.0 trong doanh nghi\u1ec7p Vi\u1ec7t Nam theo ng\u00e0nh v\u00e0 quy m\u00f4<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-1-bai-toan-chung-c\u1ee7a-sme-startup-vi\u1ec7t-nam-lo\u1ea1n-kenh-lo\u1ea1n-d\u1eef-li\u1ec7u-kho-cham-soc-khach-hang\">4.1 B\u00e0i to\u00e1n chung c\u1ee7a SME\/Startup Vi\u1ec7t Nam: \u201cLo\u1ea1n k\u00eanh, lo\u1ea1n d\u1eef li\u1ec7u, kh\u00f3 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng\u201d<\/h3>\n\n\n\n<p>Nhi\u1ec1u doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf t\u1ea1i Vi\u1ec7t Nam hi\u1ec7n \u0111ang kinh doanh tr\u00ean nhi\u1ec1u k\u00eanh c\u00f9ng l\u00fac nh\u01b0 Facebook, Zalo OA, TikTok Shop, s\u00e0n th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed, website v\u00e0 c\u1eeda h\u00e0ng v\u1eadt l\u00fd. \u0110i\u1ec1u n\u00e0y l\u00e0m ph\u00e1t sinh m\u1ed9t v\u1ea5n \u0111\u1ec1 l\u00e0: d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng l\u1ea1i b\u1ecb ph\u00e2n t\u00e1n \u1edf nhi\u1ec1u n\u01a1i (tin nh\u1eafn fanpage, file Excel, \u1ee9ng d\u1ee5ng c\u00e1 nh\u00e2n c\u1ee7a nh\u00e2n vi\u00ean kinh doanh hay th\u1eadm ch\u00ed l\u00e0 s\u1ed5 tay ghi ch\u00e9p) d\u1eabn \u0111\u1ebfn:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng b\u1ecb b\u1ecf s\u00f3t do kh\u00f4ng \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i, t\u01b0 v\u1ea5n k\u1ecbp th\u1eddi.<\/li>\n\n\n\n<li>Th\u00f4ng tin kh\u00e1ch h\u00e0ng kh\u00f4ng \u0111\u1ed3ng nh\u1ea5t, d\u1ec5 x\u1ea3y ra t\u00ecnh tr\u1ea1ng ch\u0103m s\u00f3c tr\u00f9ng l\u1eb7p ho\u1eb7c b\u1ecf qu\u00ean sau b\u00e1n h\u00e0ng.<\/li>\n\n\n\n<li>Doanh nghi\u1ec7p kh\u00f4ng x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c k\u00eanh n\u00e0o th\u1ef1c s\u1ef1 mang l\u1ea1i doanh thu.<\/li>\n\n\n\n<li>D\u1eef li\u1ec7u v\u00e0 m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng b\u1ecb th\u1ea5t tho\u00e1t khi nh\u00e2n vi\u00ean ngh\u1ec9 vi\u1ec7c.<\/li>\n<\/ul>\n\n\n\n<p>CRM 2.0 \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng \u0111\u1ec3 gi\u1ea3i quy\u1ebft ch\u00ednh nh\u1eefng th\u00e1ch th\u1ee9c n\u00e0y. Thay v\u00ec qu\u1ea3n l\u00fd d\u1eef li\u1ec7u r\u1eddi r\u1ea1c, h\u1ec7 th\u1ed1ng t\u1eadp trung to\u00e0n b\u1ed9 th\u00f4ng tin v\u00e0 t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng t\u1eeb nhi\u1ec1u k\u00eanh v\u1ec1 m\u1ed9t n\u1ec1n t\u1ea3ng duy nh\u1ea5t. Nh\u1edd v\u1eady, doanh nghi\u1ec7p c\u00f3 th\u1ec3 chu\u1ea9n h\u00f3a quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, theo d\u00f5i hi\u1ec7u qu\u1ea3 kinh doanh chu\u1ea9n x\u00e1c h\u01a1n v\u00e0 gi\u1ea3m s\u1ef1 ph\u1ee5 thu\u1ed9c v\u00e0o t\u1eebng c\u00e1 nh\u00e2n trong t\u1ed5 ch\u1ee9c.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-2-vi-d\u1ee5-\u1ee9ng-d\u1ee5ng-crm-2-0-trong-doanh-nghi\u1ec7p-b2c\">4.2 V\u00ed d\u1ee5 \u1ee9ng d\u1ee5ng CRM 2.0 trong doanh nghi\u1ec7p B2C<\/h3>\n\n\n\n<p>V\u1edbi c\u00e1c ng\u00e0nh h\u00e0ng B2C nh\u01b0 m\u1ef9 ph\u1ea9m, th\u1eddi trang, F&amp;B hay spa, l\u01b0\u1ee3ng t\u01b0\u01a1ng t\u00e1c t\u1eeb kh\u00e1ch h\u00e0ng tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i th\u01b0\u1eddng r\u1ea5t l\u1edbn v\u00e0 di\u1ec5n ra li\u00ean t\u1ee5c. N\u1ebfu x\u1eed l\u00fd th\u1ee7 c\u00f4ng, doanh nghi\u1ec7p d\u1ec5 b\u1ecf l\u1ee1 c\u01a1 h\u1ed9i b\u00e1n h\u00e0ng c\u0169ng nh\u01b0 g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng sau mua.<\/p>\n\n\n\n<p>CRM 2.0 gi\u00fap k\u1ebft n\u1ed1i to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e0nh m\u1ed9t quy tr\u00ecnh li\u1ec1n m\u1ea1ch:<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#ebf6fd\"><strong><em>Qu\u1ea3ng c\u00e1o \u2192 Kh\u00e1ch h\u00e0ng b\u00ecnh lu\u1eadn ho\u1eb7c nh\u1eafn tin \u2192 H\u1ec7 th\u1ed1ng t\u1ef1 \u0111\u1ed9ng t\u1ea1o kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng \u2192 G\u1eafn ngu\u1ed3n k\u00eanh v\u00e0 ph\u00e2n c\u00f4ng nh\u00e2n vi\u00ean ph\u1ee5 tr\u00e1ch \u2192 T\u01b0 v\u1ea5n v\u00e0 ch\u1ed1t \u0111\u01a1n \u2192 \u0110\u1ed3ng b\u1ed9 d\u1eef li\u1ec7u v\u00e0o h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng \u2192 K\u00edch ho\u1ea1t c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh ch\u0103m s\u00f3c sau b\u00e1n h\u00e0ng t\u1ef1 \u0111\u1ed9ng.<\/em><\/strong><\/p>\n\n\n\n<p>Sau khi mua h\u00e0ng, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 ti\u1ebfp t\u1ee5c nh\u1eadn \u0111\u01b0\u1ee3c c\u00e1c ho\u1ea1t \u0111\u1ed9ng ch\u0103m s\u00f3c ph\u00f9 h\u1ee3p h\u00e0nh vi nh\u01b0:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>G\u1eedi h\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m qua Zalo.<\/li>\n\n\n\n<li>Nh\u1eafc \u0111\u00e1nh gi\u00e1 tr\u1ea3i nghi\u1ec7m sau m\u1ed9t kho\u1ea3ng th\u1eddi gian nh\u1ea5t \u0111\u1ecbnh.<\/li>\n\n\n\n<li>G\u1eedi \u01b0u \u0111\u00e3i sinh nh\u1eadt ho\u1eb7c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u1ea1i c\u00e1 nh\u00e2n h\u00f3a.<\/li>\n\n\n\n<li>M\u1eddi tham gia ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft v\u00e0 t\u00edch \u0111i\u1ec3m.<\/li>\n<\/ul>\n\n\n\n<p>Nh\u1edd t\u1ef1 \u0111\u1ed9ng h\u00f3a nhi\u1ec1u kh\u00e2u trong quy tr\u00ecnh, doanh nghi\u1ec7p c\u00f3 th\u1ec3 qu\u1ea3n l\u00fd v\u00e0 ch\u0103m s\u00f3c h\u00e0ng ngh\u00ecn kh\u00e1ch h\u00e0ng \u1edf c\u00e1c giai \u0111o\u1ea1n kh\u00e1c nhau m\u00e0 v\u1eabn \u0111\u1ea3m b\u1ea3o tr\u1ea3i nghi\u1ec7m nh\u1ea5t qu\u00e1n. \u0110\u1ed3ng th\u1eddi, t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng quay l\u1ea1i mua h\u00e0ng v\u00e0 gi\u00e1 tr\u1ecb \u0111\u01a1n h\u00e0ng trung b\u00ecnh c\u0169ng \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n nh\u1edd c\u00e1c chi\u1ebfn d\u1ecbch ch\u0103m s\u00f3c \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a theo t\u1eebng ph\u00e2n nh\u00f3m kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-3-vi-d\u1ee5-\u1ee9ng-d\u1ee5ng-crm-2-0-trong-b2b\">4.3 V\u00ed d\u1ee5 \u1ee9ng d\u1ee5ng CRM 2.0 trong B2B<\/h3>\n\n\n\n<p>\u0110\u1ed1i v\u1edbi doanh nghi\u1ec7p B2B, h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng th\u01b0\u1eddng k\u00e9o d\u00e0i v\u00e0 tr\u1ea3i qua nhi\u1ec1u giai \u0111o\u1ea1n tr\u01b0\u1edbc khi ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng\/s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5. V\u00ec v\u1eady, CRM 2.0 kh\u00f4ng ch\u1ec9 \u0111\u00f3ng vai tr\u00f2 l\u01b0u tr\u1eef d\u1eef li\u1ec7u m\u00e0 c\u00f2n tr\u1edf th\u00e0nh c\u00f4ng c\u1ee5 qu\u1ea3n l\u00fd to\u00e0n di\u1ec7n quy tr\u00ecnh b\u00e1n h\u00e0ng, gi\u00fap doanh nghi\u1ec7p theo d\u00f5i, nu\u00f4i d\u01b0\u1ee1ng v\u00e0 chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng m\u1ed9t c\u00e1ch c\u00f3 h\u1ec7 th\u1ed1ng.<\/p>\n\n\n\n<p>L\u1ea5y v\u00ed d\u1ee5 m\u1ed9t c\u00f4ng ty ph\u1ea7n m\u1ec1m tri\u1ec3n khai chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb thu h\u00fat kh\u00e1ch h\u00e0ng (Inbound Marketing). H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c theo d\u00f5i nh\u01b0 sau:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Kh\u00e1ch h\u00e0ng t\u1ea3i t\u00e0i li\u1ec7u chuy\u00ean m\u00f4n (Whitepaper) ho\u1eb7c \u0111\u0103ng k\u00fd tham gia h\u1ed9i th\u1ea3o tr\u1ef1c tuy\u1ebfn (Webinar).<\/li>\n\n\n\n<li>Th\u00f4ng tin \u0111\u01b0\u1ee3c t\u1ef1 \u0111\u1ed9ng \u0111\u1ed3ng b\u1ed9 v\u00e0o h\u1ec7 th\u1ed1ng CRM.<\/li>\n\n\n\n<li>H\u1ec7 th\u1ed1ng k\u00edch ho\u1ea1t chu\u1ed7i email nu\u00f4i d\u01b0\u1ee1ng ph\u00f9 h\u1ee3p v\u1edbi ch\u1ee7 \u0111\u1ec1 kh\u00e1ch h\u00e0ng quan t\u00e2m.<\/li>\n\n\n\n<li>Khi kh\u00e1ch h\u00e0ng \u0111\u1ea1t m\u1ee9c \u0111i\u1ec3m \u0111\u00e1nh gi\u00e1 ti\u1ec1m n\u0103ng (Lead Scoring) \u0111\u00e3 thi\u1ebft l\u1eadp, CRM s\u1ebd t\u1ef1 \u0111\u1ed9ng chuy\u1ec3n cho \u0111\u1ed9i ng\u0169 kinh doanh ti\u1ebfp nh\u1eadn.<\/li>\n\n\n\n<li>Nh\u00e2n vi\u00ean kinh doanh qu\u1ea3n l\u00fd c\u01a1 h\u1ed9i b\u00e1n h\u00e0ng tr\u00ean m\u1ed9t quy tr\u00ecnh r\u00f5 r\u00e0ng, t\u1eeb ti\u1ebfp c\u1eadn, t\u01b0 v\u1ea5n, tr\u00ecnh di\u1ec5n s\u1ea3n ph\u1ea9m, \u0111\u1ec1 xu\u1ea5t gi\u1ea3i ph\u00e1p, \u0111\u00e0m ph\u00e1n \u0111\u1ebfn ch\u1ed1t h\u1ee3p \u0111\u1ed3ng.<\/li>\n\n\n\n<li>To\u00e0n b\u1ed9 email, cu\u1ed9c h\u1ecdp, ghi ch\u00fa v\u00e0 l\u1ecbch s\u1eed trao \u0111\u1ed5i \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef trong m\u1ed9t h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng duy nh\u1ea5t.<\/li>\n\n\n\n<li>Sau khi k\u00fd h\u1ee3p \u0111\u1ed3ng, h\u1ec7 th\u1ed1ng ti\u1ebfp t\u1ee5c k\u00edch ho\u1ea1t quy tr\u00ecnh tri\u1ec3n khai ph\u1ea7n m\u1ec1m, h\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n\n\n\n<p>B\u00ean c\u1ea1nh \u0111\u00f3, CRM 2.0 c\u00f2n c\u00f3 kh\u1ea3 n\u0103ng k\u1ebft n\u1ed1i v\u1edbi c\u00e1c k\u00eanh ti\u1ebfp th\u1ecb nh\u01b0 LinkedIn hay Facebook Ads, gi\u00fap doanh nghi\u1ec7p theo d\u00f5i to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng t\u1eeb \u0111i\u1ec3m ch\u1ea1m \u0111\u1ea7u ti\u00ean \u0111\u1ebfn khi t\u1ea1o ra doanh thu. Nh\u1edd \u0111\u00f3, \u0111\u1ed9i ng\u0169 marketing v\u00e0 kinh doanh c\u00f3 th\u1ec3 \u0111\u00e1nh gi\u00e1 ch\u00ednh x\u00e1c hi\u1ec7u qu\u1ea3 c\u1ee7a t\u1eebng k\u00eanh, \u0111\u1ed3ng th\u1eddi ph\u00e2n b\u1ed5 ng\u00e2n s\u00e1ch v\u00e0o nh\u1eefng ho\u1ea1t \u0111\u1ed9ng mang l\u1ea1i gi\u00e1 tr\u1ecb cao nh\u1ea5t.<\/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\/b2b-crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">CRM B2B l\u00e0 g\u00ec? Gi\u1ea3i ph\u00e1p qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng cho doanh nghi\u1ec7p B2B<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-l\u1ed9-trinh-tri\u1ec3n-khai-crm-2-0-cho-doanh-nghi\u1ec7p-v\u1eeba-va-nh\u1ecf\">5. L\u1ed9 tr\u00ecnh tri\u1ec3n khai CRM 2.0 cho doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-1-xac-d\u1ecbnh-m\u1ee5c-tieu-va-n\u1ed7i-dau-c\u1ee5-th\u1ec3-c\u1ea7n-gi\u1ea3i-quy\u1ebft\">B\u01b0\u1edbc 1 \u2013 X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau v\u00e0 &#8220;n\u1ed7i \u0111au&#8221; c\u1ee5 th\u1ec3 c\u1ea7n gi\u1ea3i quy\u1ebft<\/h3>\n\n\n\n<p>Tr\u01b0\u1edbc khi tri\u1ec3n khai CRM 2.0, doanh nghi\u1ec7p c\u1ea7n x\u00e1c \u0111\u1ecbnh r\u00f5 v\u1ea5n \u0111\u1ec1 \u0111ang c\u1ea3n tr\u1edf hi\u1ec7u qu\u1ea3 kinh doanh. Vi\u1ec7c hi\u1ec3u \u0111\u00fang \u201cn\u1ed7i \u0111au\u201d s\u1ebd gi\u00fap l\u1ef1a ch\u1ecdn gi\u1ea3i ph\u00e1p ph\u00f9 h\u1ee3p, tr\u00e1nh \u0111\u1ea7u t\u01b0 d\u00e0n tr\u1ea3i v\u00e0 \u0111\u1ea3m b\u1ea3o h\u1ec7 th\u1ed1ng mang l\u1ea1i gi\u00e1 tr\u1ecb th\u1ef1c t\u1ebf ngay t\u1eeb giai \u0111o\u1ea1n \u0111\u1ea7u.<\/p>\n\n\n\n<p>C\u00e1c ho\u1ea1t \u0111\u1ed9ng ch\u00ednh g\u1ed3m:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u0110\u00e1nh gi\u00e1 nh\u1eefng v\u1ea5n \u0111\u1ec1 \u0111ang t\u1ed3n t\u1ea1i trong ho\u1ea1t \u0111\u1ed9ng marketing, b\u00e1n h\u00e0ng v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ea5t tho\u00e1t lead t\u1eeb m\u1ea1ng x\u00e3 h\u1ed9i, d\u1eef li\u1ec7u ph\u00e2n t\u00e1n, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng thi\u1ebfu nh\u1ea5t qu\u00e1n ho\u1eb7c kh\u00f3 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 t\u1eebng k\u00eanh.<\/li>\n\n\n\n<li>X\u00e1c \u0111\u1ecbnh c\u00e1c ch\u1ec9 ti\u00eau kinh doanh c\u1ea7n c\u1ea3i thi\u1ec7n, ch\u1eb3ng h\u1ea1n t\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i lead, r\u00fat ng\u1eafn th\u1eddi gian ph\u1ea3n h\u1ed3i, t\u0103ng t\u1ef7 l\u1ec7 mua l\u1ea1i ho\u1eb7c n\u00e2ng cao m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>\u01afu ti\u00ean nh\u1eefng b\u00e0i to\u00e1n c\u00f3 t\u00e1c \u0111\u1ed9ng l\u1edbn nh\u1ea5t \u0111\u1ebfn doanh thu ho\u1eb7c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ec3 tri\u1ec3n khai tr\u01b0\u1edbc.<\/li>\n<\/ul>\n\n\n\n<p>K\u1ebft qu\u1ea3 c\u1ee7a b\u01b0\u1edbc n\u00e0y l\u00e0 m\u1ed9t b\u1ed9 m\u1ee5c ti\u00eau r\u00f5 r\u00e0ng l\u00e0m c\u01a1 s\u1edf cho to\u00e0n b\u1ed9 k\u1ebf ho\u1ea1ch tri\u1ec3n khai CRM 2.0 v\u1ec1 sau.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-2-ki\u1ec3m-ke-hi\u1ec7n-tr\u1ea1ng-kenh-t\u01b0\u01a1ng-tac-amp-d\u1eef-li\u1ec7u-khach-hang\">B\u01b0\u1edbc 2 \u2013 Ki\u1ec3m k\u00ea hi\u1ec7n tr\u1ea1ng k\u00eanh t\u01b0\u01a1ng t\u00e1c &amp; d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n<p>CRM 2.0 v\u1eadn h\u00e0nh d\u1ef1a tr\u00ean kh\u1ea3 n\u0103ng k\u1ebft n\u1ed1i d\u1eef li\u1ec7u \u0111a k\u00eanh. V\u00ec v\u1eady, tr\u01b0\u1edbc khi tri\u1ec3n khai, doanh nghi\u1ec7p c\u1ea7n hi\u1ec3u r\u00f5 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111ang n\u1eb1m \u1edf \u0111\u00e2u, \u0111\u01b0\u1ee3c qu\u1ea3n l\u00fd nh\u01b0 th\u1ebf n\u00e0o v\u00e0 nh\u1eefng \u0111i\u1ec3m g\u00e3y n\u00e0o \u0111ang g\u00e2y th\u1ea5t tho\u00e1t th\u00f4ng tin.<\/p>\n\n\n\n<p>C\u00e1c ho\u1ea1t \u0111\u1ed9ng ch\u00ednh g\u1ed3m:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>L\u1eadp danh s\u00e1ch to\u00e0n b\u1ed9 k\u00eanh ti\u1ebfp x\u00fac kh\u00e1ch h\u00e0ng nh\u01b0 Facebook, Zalo OA, TikTok, website, email, hotline, c\u1eeda h\u00e0ng ho\u1eb7c s\u00e0n th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed.<\/li>\n\n\n\n<li>R\u00e0 so\u00e1t c\u00e1ch d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c l\u01b0u tr\u1eef v\u00e0 qu\u1ea3n l\u00fd, bao g\u1ed3m Excel, ph\u1ea7n m\u1ec1m ri\u00eang l\u1ebb, \u1ee9ng d\u1ee5ng chat ho\u1eb7c CRM c\u0169.<\/li>\n\n\n\n<li>Ki\u1ec3m tra m\u1ee9c \u0111\u1ed9 \u0111\u1ea7y \u0111\u1ee7, ch\u00ednh x\u00e1c v\u00e0 \u0111\u1ed3ng nh\u1ea5t c\u1ee7a d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>X\u00e1c \u0111\u1ecbnh c\u00e1c \u201c\u0111i\u1ec3m g\u00e3y\u201d trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, ch\u1eb3ng h\u1ea1n kh\u00e1ch \u0111\u1ec3 l\u1ea1i th\u00f4ng tin nh\u01b0ng kh\u00f4ng \u0111\u01b0\u1ee3c li\u00ean h\u1ec7, d\u1eef li\u1ec7u b\u1ecb tr\u00f9ng l\u1eb7p ho\u1eb7c l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c b\u1ecb th\u1ea5t l\u1ea1c.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-3-l\u1ef1a-ch\u1ecdn-gi\u1ea3i-phap-amp-ki\u1ebfn-truc-h\u1ec7-th\u1ed1ng-crm-2-0-phu-h\u1ee3p\">B\u01b0\u1edbc 3 \u2013 L\u1ef1a ch\u1ecdn gi\u1ea3i ph\u00e1p &amp; ki\u1ebfn tr\u00fac h\u1ec7 th\u1ed1ng CRM 2.0 ph\u00f9 h\u1ee3p<\/h3>\n\n\n\n<p>M\u1ed9t h\u1ec7 th\u1ed1ng CRM 2.0 \u0111\u00e1ng tin c\u1eady kh\u00f4ng ch\u1ec9 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng \u0111a k\u00eanh hi\u1ec7n t\u1ea1i m\u00e0 c\u00f2n ph\u1ea3i \u0111\u1ee7 linh ho\u1ea1t \u0111\u1ec3 \u0111\u1ed3ng h\u00e0nh c\u00f9ng s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p trong t\u01b0\u01a1ng lai. V\u00ec v\u1eady, vi\u1ec7c l\u1ef1a ch\u1ecdn n\u1ec1n t\u1ea3ng c\u1ea7n d\u1ef1a tr\u00ean y\u00eau c\u1ea7u th\u1ef1c t\u1ebf thay v\u00ec ch\u1ec9 so s\u00e1nh t\u00ednh n\u0103ng.<\/p>\n\n\n\n<p>C\u00e1c ho\u1ea1t \u0111\u1ed9ng ch\u00ednh g\u1ed3m:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u0110\u00e1nh gi\u00e1 kh\u1ea3 n\u0103ng k\u1ebft n\u1ed1i \u0111a k\u00eanh v\u1edbi Facebook, Zalo OA, TikTok, website, email v\u00e0 c\u00e1c c\u00f4ng c\u1ee5 kh\u00e1c \u0111ang s\u1eed d\u1ee5ng.<\/li>\n\n\n\n<li>Ki\u1ec3m tra kh\u1ea3 n\u0103ng t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh ti\u1ebfp nh\u1eadn, ph\u00e2n lo\u1ea1i, nu\u00f4i d\u01b0\u1ee1ng v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>\u0110\u00e1nh gi\u00e1 h\u1ec7 th\u1ed1ng b\u00e1o c\u00e1o, qu\u1ea3n tr\u1ecb hi\u1ec7u su\u1ea5t v\u00e0 kh\u1ea3 n\u0103ng theo d\u00f5i hi\u1ec7u qu\u1ea3 t\u1eebng ngu\u1ed3n kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng.<\/li>\n\n\n\n<li>Xem x\u00e9t kh\u1ea3 n\u0103ng ph\u00e2n quy\u1ec1n, l\u00e0m vi\u1ec7c tr\u00ean thi\u1ebft b\u1ecb di \u0111\u1ed9ng v\u00e0 h\u1ed7 tr\u1ee3 \u0111\u1ed9i ng\u0169 v\u1eadn h\u00e0nh t\u1eeb xa.<\/li>\n\n\n\n<li>Ki\u1ec3m tra kh\u1ea3 n\u0103ng m\u1edf r\u1ed9ng v\u00e0 t\u00edch h\u1ee3p v\u1edbi c\u00e1c h\u1ec7 th\u1ed1ng kh\u00e1c nh\u01b0 ERP, k\u1ebf to\u00e1n, chatbot ho\u1eb7c marketing automation.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-4-thi\u1ebft-k\u1ebf-quy-trinh-amp-chu\u1ea9n-hoa-d\u1eef-li\u1ec7u\">B\u01b0\u1edbc 4 \u2013 Thi\u1ebft k\u1ebf quy tr\u00ecnh &amp; chu\u1ea9n h\u00f3a d\u1eef li\u1ec7u<\/h3>\n\n\n\n<p>CRM 2.0 ch\u1ec9 ph\u00e1t huy t\u1ed1i \u0111a gi\u00e1 tr\u1ecb khi doanh nghi\u1ec7p c\u00f3 quy tr\u00ecnh v\u1eadn h\u00e0nh r\u00f5 r\u00e0ng. \u0110\u00e2y l\u00e0 b\u01b0\u1edbc gi\u00fap chuy\u1ec3n \u0111\u1ed5i c\u00e1c ho\u1ea1t \u0111\u1ed9ng b\u00e1n h\u00e0ng, marketing v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1eeb c\u00e1ch l\u00e0m r\u1eddi r\u1ea1c sang m\u1ed9t quy tr\u00ecnh chu\u1ea9n h\u00f3a tr\u00ean c\u00f9ng h\u1ec7 th\u1ed1ng.<\/p>\n\n\n\n<p>C\u00e1c ho\u1ea1t \u0111\u1ed9ng ch\u00ednh:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Thi\u1ebft k\u1ebf quy tr\u00ecnh theo d\u00f5i h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng t\u1eeb khi ph\u00e1t sinh lead \u0111\u1ebfn sau b\u00e1n h\u00e0ng.<\/li>\n\n\n\n<li>X\u00e1c \u0111\u1ecbnh quy t\u1eafc ph\u00e2n lo\u1ea1i v\u00e0 ph\u00e2n b\u1ed5 lead cho nh\u00e2n vi\u00ean kinh doanh theo ngu\u1ed3n, khu v\u1ef1c, s\u1ea3n ph\u1ea9m ho\u1eb7c m\u1ee9c \u0111\u1ed9 ti\u1ec1m n\u0103ng.<\/li>\n\n\n\n<li>X\u00e2y d\u1ef1ng pipeline b\u00e1n h\u00e0ng v\u1edbi c\u00e1c giai \u0111o\u1ea1n v\u00e0 ti\u00eau ch\u00ed chuy\u1ec3n \u0111\u1ed5i r\u00f5 r\u00e0ng.<\/li>\n\n\n\n<li>Chu\u1ea9n h\u00f3a c\u00e1c tr\u01b0\u1eddng d\u1eef li\u1ec7u b\u1eaft bu\u1ed9c, quy t\u1eafc g\u1eafn th\u1ebb (tag) v\u00e0 c\u1eadp nh\u1eadt tr\u1ea1ng th\u00e1i kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>X\u00e2y d\u1ef1ng c\u00e1c k\u1ecbch b\u1ea3n ch\u0103m s\u00f3c theo t\u1eebng nh\u00f3m kh\u00e1ch h\u00e0ng v\u00e0 t\u1eebng k\u00eanh t\u01b0\u01a1ng t\u00e1c nh\u01b0 Facebook, Zalo, website ho\u1eb7c hotline.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-5-dao-t\u1ea1o-d\u1ed9i-ngu-amp-thay-d\u1ed5i-thoi-quen-lam-vi\u1ec7c\">B\u01b0\u1edbc 5 \u2013 \u0110\u00e0o t\u1ea1o \u0111\u1ed9i ng\u0169 &amp; thay \u0111\u1ed5i th\u00f3i quen l\u00e0m vi\u1ec7c<\/h3>\n\n\n\n<p>C\u00f4ng ngh\u1ec7 ch\u1ec9 l\u00e0 m\u1ed9t ph\u1ea7n c\u1ee7a d\u1ef1 \u00e1n CRM 2.0. Y\u1ebfu t\u1ed1 quy\u1ebft \u0111\u1ecbnh th\u00e0nh c\u00f4ng n\u1eb1m \u1edf vi\u1ec7c \u0111\u1ed9i ng\u0169 c\u00f3 th\u1ef1c s\u1ef1 \u0111\u00f3n nh\u1eadn v\u00e0 s\u1eed d\u1ee5ng h\u1ec7 th\u1ed1ng \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00f4ng vi\u1ec7c h\u00e0ng ng\u00e0y hay kh\u00f4ng. V\u00ec v\u1eady, doanh nghi\u1ec7p c\u1ea7n t\u1ea1o m\u1ecdi \u0111i\u1ec1u ki\u1ec7n \u0111\u1ec3 nh\u00e2n vi\u00ean hi\u1ec3u r\u00f5 gi\u00e1 tr\u1ecb c\u1ee7a CRM 2.0 c\u0169ng nh\u01b0 bi\u1ebft c\u00e1ch khai th\u00e1c \u0111\u00fang c\u00e1c t\u00ednh n\u0103ng c\u1ee7a h\u1ec7 th\u1ed1ng.<\/p>\n\n\n\n<p>C\u00e1c ho\u1ea1t \u0111\u1ed9ng ch\u00ednh:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ph\u00e2n \u0111\u1ecbnh r\u00f5 tr\u00e1ch nhi\u1ec7m c\u1ee7a t\u1eebng b\u1ed9 ph\u1eadn trong quy tr\u00ecnh CRM.<\/li>\n\n\n\n<li>T\u1ed5 ch\u1ee9c \u0111\u00e0o t\u1ea1o theo vai tr\u00f2: marketing, b\u00e1n h\u00e0ng, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 qu\u1ea3n l\u00fd.<\/li>\n\n\n\n<li>H\u01b0\u1edbng d\u1eabn nh\u00e2n vi\u00ean thao t\u00e1c tr\u1ef1c ti\u1ebfp tr\u00ean c\u00e1c t\u00ecnh hu\u1ed1ng th\u1ef1c t\u1ebf.<\/li>\n\n\n\n<li>Ban h\u00e0nh quy \u0111\u1ecbnh v\u1ec1 nh\u1eadp li\u1ec7u, c\u1eadp nh\u1eadt tr\u1ea1ng th\u00e1i v\u00e0 l\u01b0u tr\u1eef l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c.<\/li>\n\n\n\n<li>G\u1eafn KPI v\u00e0 c\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t v\u1edbi d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c ghi nh\u1eadn tr\u00ean h\u1ec7 th\u1ed1ng CRM.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-b\u01b0\u1edbc-6-do-l\u01b0\u1eddng-t\u1ed1i-\u01b0u-amp-m\u1edf-r\u1ed9ng-h\u1ec7-th\u1ed1ng-crm-2-0\">B\u01b0\u1edbc 6 \u2013 \u0110o l\u01b0\u1eddng, t\u1ed1i \u01b0u &amp; m\u1edf r\u1ed9ng h\u1ec7 th\u1ed1ng CRM 2.0<\/h3>\n\n\n\n<p>CRM 2.0 kh\u00f4ng ph\u1ea3i l\u00e0 d\u1ef1 \u00e1n tri\u1ec3n khai m\u1ed9t l\u1ea7n r\u1ed3i k\u1ebft th\u00fac. Doanh nghi\u1ec7p c\u1ea7n li\u00ean t\u1ee5c \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3, t\u1ed1i \u01b0u quy tr\u00ecnh v\u00e0 m\u1edf r\u1ed9ng ph\u1ea1m vi \u1ee9ng d\u1ee5ng theo t\u1eebng giai \u0111o\u1ea1n.<\/p>\n\n\n\n<p>C\u00e1c ho\u1ea1t \u0111\u1ed9ng ch\u00ednh:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Tri\u1ec3n khai th\u00ed \u0111i\u1ec3m (pilot) h\u1ec7 th\u1ed1ng tr\u00ean m\u1ed9t s\u1ed1 k\u00eanh tr\u1ecdng \u0111i\u1ec3m nh\u01b0 Facebook ho\u1eb7c Zalo tr\u01b0\u1edbc khi m\u1edf r\u1ed9ng to\u00e0n di\u1ec7n.<\/li>\n\n\n\n<li>Theo d\u00f5i c\u00e1c ch\u1ec9 s\u1ed1 tr\u1ecdng \u0111i\u1ec3m nh\u01b0 s\u1ed1 l\u01b0\u1ee3ng lead, t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i, th\u1eddi gian ph\u1ea3n h\u1ed3i, m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng v\u00e0 t\u1ef7 l\u1ec7 mua l\u1ea1i.<\/li>\n\n\n\n<li>\u0110\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u1ee7a t\u1eebng quy tr\u00ecnh ch\u0103m s\u00f3c v\u00e0 b\u00e1n h\u00e0ng d\u1ef1a tr\u00ean d\u1eef li\u1ec7u th\u1ef1c t\u1ebf.<\/li>\n\n\n\n<li>T\u1ed1i \u01b0u c\u00e1c k\u1ecbch b\u1ea3n t\u1ef1 \u0111\u1ed9ng h\u00f3a, ph\u00e2n b\u1ed5 lead v\u00e0 quy tr\u00ecnh ph\u1ed1i h\u1ee3p gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn.<\/li>\n\n\n\n<li>T\u1eebng b\u01b0\u1edbc b\u1ed5 sung c\u00e1c t\u00ednh n\u0103ng n\u00e2ng cao nh\u01b0 l\u1eafng nghe m\u1ea1ng x\u00e3 h\u1ed9i (Social Listening), ch\u1ea5m \u0111i\u1ec3m kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng b\u1eb1ng AI ho\u1eb7c chatbot t\u00edch h\u1ee3p CRM.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-6-base-crm-n\u1ec1n-t\u1ea3ng-crm-2-0-toan-di\u1ec7n\">6. Base CRM &#8211; N\u1ec1n t\u1ea3ng CRM 2.0 to\u00e0n di\u1ec7n<\/h2>\n\n\n\n<p>\u0110\u01b0\u1ee3c ph\u00e1t tri\u1ec3n d\u1ef1a tr\u00ean tri\u1ebft l\u00fd N\u1ec1n t\u1ea3ng h\u1ee3p nh\u1ea5t (Unified Platform) v\u00e0 Ki\u1ebfn tr\u00fac h\u01b0\u1edbng d\u1ecbch v\u1ee5 (Services-Oriented), <a href=\"https:\/\/base.vn\/blog\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">Base CRM<\/a> gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng m\u1ed9t h\u1ec7 th\u1ed1ng CRM 2.0 to\u00e0n di\u1ec7n, n\u01a1i m\u1ecdi d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, ho\u1ea1t \u0111\u1ed9ng b\u00e1n h\u00e0ng, ti\u1ebfp th\u1ecb v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c k\u1ebft n\u1ed1i tr\u00ean c\u00f9ng m\u1ed9t n\u1ec1n t\u1ea3ng duy nh\u1ea5t.<\/p>\n\n\n\n<p>Nh\u1edd \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 l\u00e0m ch\u1ee7 to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, lo\u1ea1i b\u1ecf c\u00e1c \u0111i\u1ec3m \u0111\u1ee9t g\u00e3y trong v\u1eadn h\u00e0nh v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch nh\u1ea5t qu\u00e1n. M\u1ed9t s\u1ed1 gi\u00e1 tr\u1ecb n\u1ed5i b\u1eadt c\u1ee7a Base CRM g\u1ed3m:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>T\u1ef1 \u0111\u1ed9ng h\u00f3a ti\u1ebfp th\u1ecb v\u00e0 qu\u1ea3n l\u00fd lead \u0111a k\u00eanh:<\/strong> Base CRM cho ph\u00e9p doanh nghi\u1ec7p h\u1ee3p nh\u1ea5t lead nhi\u1ec1u ngu\u1ed3n nh\u01b0 website, landing page, fanpage, Zalo, chatbot t\u1ea1i c\u00f9ng m\u1ed9t n\u01a1i. H\u1ec7 th\u1ed1ng c\u0169ng s\u1ebd t\u1ef1 \u0111\u1ed9ng ph\u00e2n b\u1ed5 lead cho nh\u00e2n vi\u00ean theo c\u00e1c ti\u00eau ch\u00ed nh\u01b0 khu v\u1ef1c, s\u1ea3n ph\u1ea9m, ph\u00e2n kh\u00fac ho\u1eb7c n\u0103ng l\u1ef1c. \u0110\u1ed3ng th\u1eddi, doanh nghi\u1ec7p c\u00f3 th\u1ec3 theo d\u00f5i hi\u1ec7u qu\u1ea3 chuy\u1ec3n \u0111\u1ed5i c\u1ee7a t\u1eebng ngu\u1ed3n kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li><strong>Chu\u1ea9n h\u00f3a quy tr\u00ecnh b\u00e1n h\u00e0ng v\u1edbi Sales Pipeline tr\u1ef1c quan:<\/strong> M\u1ecdi c\u01a1 h\u1ed9i kinh doanh, t\u1eeb kh\u00e1ch h\u00e0ng c\u00e1 nh\u00e2n, \u0111\u1ea1i l\u00fd \u0111\u1ebfn \u0111\u1ed1i t\u00e1c doanh nghi\u1ec7p, \u0111\u1ec1u \u0111\u01b0\u1ee3c ki\u1ec3m so\u00e1t m\u1ed9t c\u00e1ch khoa h\u1ecdc. Nh\u00e0 qu\u1ea3n l\u00fd c\u00f3 th\u1ec3 theo d\u00f5i tr\u1ea1ng th\u00e1i t\u1eebng giao d\u1ecbch, gi\u00e1 tr\u1ecb d\u1ef1 ki\u1ebfn, ng\u01b0\u1eddi ph\u1ee5 tr\u00e1ch v\u00e0 c\u00e1c c\u00f4ng vi\u1ec7c c\u1ea7n th\u1ef1c hi\u1ec7n. H\u1ec7 th\u1ed1ng c\u0169ng t\u1ef1 \u0111\u1ed9ng nh\u1eafc vi\u1ec7c, c\u1ea3nh b\u00e1o c\u00e1c ho\u1ea1t \u0111\u1ed9ng follow-up c\u00f2n t\u1ed3n \u0111\u1ecdng v\u00e0 cung c\u1ea5p s\u1eb5n c\u00e1c bi\u1ec3u m\u1eabu nh\u01b0 email, b\u00e1o gi\u00e1, h\u1ee3p \u0111\u1ed3ng \u0111\u1ec3 gi\u1ea3m thi\u1ec3u thao t\u00e1c th\u1ee7 c\u00f4ng cho \u0111\u1ed9i ng\u0169 b\u00e1n h\u00e0ng.<\/li>\n\n\n\n<li><strong>\u0110o l\u01b0\u1eddng v\u00e0 gi\u00e1m s\u00e1t ho\u1ea1t \u0111\u1ed9ng theo th\u1eddi gian th\u1ef1c:<\/strong> V\u1edbi h\u1ec7 th\u1ed1ng b\u00e1o c\u00e1o tr\u1ef1c quan, Base CRM gi\u00fap doanh nghi\u1ec7p theo d\u00f5i li\u00ean t\u1ee5c ti\u1ebfn \u0111\u1ed9 doanh thu, t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i, ch\u1ea5t l\u01b0\u1ee3ng lead v\u00e0 ROI c\u1ee7a t\u1eebng k\u00eanh ti\u1ebfp th\u1ecb. D\u1eef li\u1ec7u \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt theo th\u1eddi gian th\u1ef1c, gi\u00fap l\u00e3nh \u0111\u1ea1o ph\u00e1t hi\u1ec7n s\u1edbm v\u1ea5n \u0111\u1ec1, \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh k\u1ecbp th\u1eddi v\u00e0 k\u1ebft n\u1ed1i ch\u1eb7t ch\u1ebd gi\u1eefa m\u1ee5c ti\u00eau qu\u1ea3n tr\u1ecb v\u1edbi ho\u1ea1t \u0111\u1ed9ng th\u1ef1c thi h\u00e0ng ng\u00e0y.<\/li>\n\n\n\n<li><strong>X\u00e2y d\u1ef1ng h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng 360 \u0111\u1ed9: <\/strong>Base CRM t\u1eadp trung to\u00e0n b\u1ed9 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng v\u00e0o m\u1ed9t h\u1ed3 s\u01a1 duy nh\u1ea5t, bao g\u1ed3m ngu\u1ed3n ti\u1ebfp c\u1eadn, l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c, email, cu\u1ed9c g\u1ecdi, cu\u1ed9c h\u1ecdp v\u00e0 c\u00e1c giao d\u1ecbch ph\u00e1t sinh. Doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 bi\u1ebft kh\u00e1ch h\u00e0ng l\u00e0 ai m\u00e0 c\u00f2n hi\u1ec3u h\u1ecd quan t\u00e2m \u0111i\u1ec1u g\u00ec, \u0111\u00e3 t\u01b0\u01a1ng t\u00e1c v\u1edbi n\u1ed9i dung n\u00e0o v\u00e0 \u0111ang \u1edf giai \u0111o\u1ea1n n\u00e0o trong h\u00e0nh tr\u00ecnh mua s\u1eafm. \u0110i\u1ec1u n\u00e0y gi\u00fap \u0111\u1ed9i ng\u0169 kinh doanh x\u00e2y d\u1ef1ng k\u1ecbch b\u1ea3n ti\u1ebfp c\u1eadn c\u1ed9ng h\u01b0\u1edfng nh\u1ea5t v\u1edbi nhu c\u1ea7u v\u00e0 h\u00e0nh vi kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li><strong>Ch\u0103m s\u00f3c v\u00e0 nu\u00f4i d\u01b0\u1ee1ng l\u00f2ng trung th\u00e0nh: <\/strong>Base CRM h\u1ed7 tr\u1ee3 t\u1eadp trung c\u00e1c cu\u1ed9c h\u1ed9i tho\u1ea1i t\u1eeb Zalo, Messenger, WhatsApp, Viber v\u00e0 nhi\u1ec1u k\u00eanh kh\u00e1c v\u1ec1 c\u00f9ng m\u1ed9t giao di\u1ec7n qu\u1ea3n l\u00fd. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng kho tri th\u1ee9c s\u1ea3n ph\u1ea9m, t\u1ef1 \u0111\u1ed9ng h\u00f3a ti\u1ebfp nh\u1eadn v\u00e0 ph\u00e2n c\u00f4ng y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3, theo d\u00f5i SLA v\u00e0 \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5. \u0110\u00e2y l\u00e0 n\u1ec1n t\u1ea3ng c\u1ed1t l\u00f5i gi\u00fap duy tr\u00ec tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng nh\u1ea5t qu\u00e1n v\u00e0 gia t\u0103ng t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng quay l\u1ea1i.<\/li>\n<\/ul>\n\n\n\n<p>V\u1edbi kh\u1ea3 n\u0103ng k\u1ebft n\u1ed1i d\u1eef li\u1ec7u, t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh v\u00e0 qu\u1ea3n l\u00fd to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng tr\u00ean m\u1ed9t n\u1ec1n t\u1ea3ng th\u1ed1ng nh\u1ea5t, Base CRM l\u00e0 l\u1ef1a ch\u1ecdn ph\u00f9 h\u1ee3p cho c\u00e1c doanh nghi\u1ec7p mu\u1ed1n x\u00e2y d\u1ef1ng m\u00f4 h\u00ecnh CRM 2.0 hi\u1ec7n \u0111\u1ea1i, thay th\u1ebf c\u00e1ch v\u1eadn h\u00e0nh d\u1ef1a tr\u00ean nhi\u1ec1u c\u00f4ng c\u1ee5 \u0111\u01a1n l\u1ebb v\u00e0 h\u01b0\u1edbng t\u1edbi t\u0103ng tr\u01b0\u1edfng v\u1eefng m\u1ea1nh trong k\u1ef7 nguy\u00ean s\u1ed1.<\/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<h2 class=\"wp-block-heading\" id=\"h-7-k\u1ebft-lu\u1eadn\">7. K\u1ebft lu\u1eadn<\/h2>\n\n\n\n<p>V\u00e0 \u0111\u00f3 l\u00e0 t\u1ea5t c\u1ea3 nh\u1eefng ki\u1ebfn th\u1ee9c li\u00ean quan \u201cCRM 2.0 l\u00e0 g\u00ec\u201d m\u00e0 <a href=\"https:\/\/base.vn\/?utm_source=blog&amp;utm_content=crm-2.0\" target=\"_blank\" rel=\"noreferrer noopener\">Base.vn<\/a> mu\u1ed1n chia s\u1ebb c\u00f9ng \u0111\u1ed9c gi\u1ea3. CRM 2.0 kh\u00f4ng c\u00f2n l\u00e0 xu h\u01b0\u1edbng t\u01b0\u01a1ng lai, m\u00e0 \u0111\u00f3 l\u00e0 y\u00eau c\u1ea7u v\u1eadn h\u00e0nh c\u1ee7a hi\u1ec7n t\u1ea1i, \u0111\u1eb7c bi\u1ec7t trong b\u1ed1i c\u1ea3nh nhi\u1ec1u doanh nghi\u1ec7p Vi\u1ec7t \u0111ang kinh doanh \u0111\u1ed3ng th\u1eddi tr\u00ean 5\u20137 k\u00eanh kh\u00e1c nhau.<\/p>\n\n\n\n<p>B\u1eaft \u0111\u1ea7u t\u1eeb vi\u1ec7c th\u1ea5u hi\u1ec3u kh\u00e1ch h\u00e0ng, chu\u1ea9n h\u00f3a quy tr\u00ecnh v\u00e0 ch\u1ecdn \u0111\u00fang n\u1ec1n t\u1ea3ng qu\u1ea3n tr\u1ecb nh\u01b0 Base.vn, doanh nghi\u1ec7p ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng to\u00e0n di\u1ec7n v\u00e0 chuy\u00ean s\u00e2u: kh\u00f4ng th\u1ea5t tho\u00e1t lead, kh\u00f4ng m\u1ea5t d\u1eef li\u1ec7u, v\u00e0 t\u0103ng tr\u01b0\u1edfng c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>CRM 2.0 \u0111\u01b0\u1ee3c xem l\u00e0 b\u01b0\u1edbc ti\u1ebfn v\u01b0\u1ee3t b\u1eadc c\u1ee7a h\u1ec7 th\u1ed1ng CRM khi t\u1eadn d\u1ee5ng s\u1ee9c m\u1ea1nh c\u1ee7a social media (ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i) \u0111\u1ec3 c\u1ea3i thi\u1ec7n kh\u1ea3 n\u0103ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng. Trong b\u00e0i vi\u1ebft n\u00e0y, h\u00e3y c\u00f9ng Base.vn t\u00ecm hi\u1ec3u CRM 2.0 l\u00e0 g\u00ec, nh\u1eefng l\u1ee3i \u00edch m\u00e0 [&hellip;]<\/p>\n","protected":false},"author":14,"featured_media":27643,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[14,21],"tags":[],"ppma_author":[61],"class_list":["post-27625","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chuyen-doi-so","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>CRM 2.0 l\u00e0 g\u00ec? Vai tr\u00f2 c\u1ee7a m\u1ea1ng x\u00e3 h\u1ed9i trong CRM hi\u1ec7n \u0111\u1ea1i<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/base.vn\/blog\/crm-2-0-la-gi\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CRM 2.0 l\u00e0 g\u00ec? Vai tr\u00f2 c\u1ee7a m\u1ea1ng x\u00e3 h\u1ed9i trong CRM hi\u1ec7n \u0111\u1ea1i\" \/>\n<meta property=\"og:description\" content=\"CRM 2.0 \u0111\u01b0\u1ee3c xem l\u00e0 b\u01b0\u1edbc ti\u1ebfn v\u01b0\u1ee3t b\u1eadc c\u1ee7a h\u1ec7 th\u1ed1ng CRM khi t\u1eadn d\u1ee5ng s\u1ee9c m\u1ea1nh c\u1ee7a social media (ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i) \u0111\u1ec3 c\u1ea3i thi\u1ec7n kh\u1ea3 n\u0103ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng. 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