{"id":197,"date":"2022-11-29T04:15:53","date_gmt":"2022-11-29T04:15:53","guid":{"rendered":"https:\/\/gemglobal.edu.vn\/?post_type=tai-lieu&#038;p=197"},"modified":"2023-11-14T06:11:40","modified_gmt":"2023-11-14T06:11:40","slug":"7-chi-so-kpi-quan-trong-de-quan-ly-he-thong-ban-hang","status":"publish","type":"tai-lieu","link":"https:\/\/gemglobal.edu.vn\/en\/tai-lieu\/7-chi-so-kpi-quan-trong-de-quan-ly-he-thong-ban-hang\/","title":{"rendered":"7 ch\u1ec9 s\u1ed1 kpi quan tr\u1ecdng \u0111\u1ec3 qu\u1ea3n l\u00fd h\u1ec7 th\u1ed1ng b\u00e1n h\u00e0ng"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Nh\u1eefng qu\u1ea3n l\u00fd b\u00e1n h\u00e0ng \u0111\u00f4i khi g\u1eb7p ph\u1ea3i nh\u1eefng m\u00f9 m\u1edd, kh\u00fac m\u1eafc trong c\u00f4ng vi\u1ec7c c\u1ee7a h\u00ecnh. N\u1ebfu nh\u01b0 kh\u00f4ng c\u00f3 nh\u1eefng con s\u1ed1 th\u1ef1c, s\u1ebd r\u1ea5t kh\u00f3 \u0111\u1ec3 h\u1ecd n\u1eb1m b\u1eaft \u0111\u01b0\u1ee3c tr\u00ecnh tr\u1ea1ng b\u00e1n h\u00e0ng hi\u1ec7n t\u1ea1i, v\u00e0 \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c c\u1ee5 th\u1ec3 \u0111\u1ec3 gi\u00fap \u0111\u1ed9i ng\u0169 sale c\u00f3 th\u1ec3 ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3. Thay v\u00ec d\u1ef1a v\u00e0o tai v\u00e0 m\u1eaft, v\u00e0o kh\u1ea3 n\u0103ng ph\u00e1n \u0111o\u00e1n, d\u1ef1a v\u00e0o nh\u1eefng con s\u1ed1 s\u1ebd gi\u00fap h\u1ecd \u0111\u01b0a ra nh\u1eefng quy\u1ebft \u0111\u1ecbnh theo l\u00fd tr\u00ed h\u01a1n.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">C\u00e1ch t\u1ed1t nh\u1ea5t \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 hi\u1ec7u qu\u1ea3 \u0111\u00f3 ch\u00ednh l\u00e0 \u00e1p d\u1ee5ng c\u00e1c ch\u1ec9 s\u1ed1 KPIs, \u0111o l\u01b0\u1eddng kh\u1ea3 n\u0103ng ho\u1ea1t \u0111\u1ed9ng c\u1ee7a c\u1ea3 \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean.<\/p>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_76 ez-toc-wrap-left counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<label for=\"ez-toc-cssicon-toggle-item-6af70d7ab4594\" class=\"ez-toc-cssicon-toggle-label\"><p class=\"ez-toc-title\" style=\"cursor:inherit\">M\u1ee5c l\u1ee5c<\/p>\n<span class=\"ez-toc-cssicon\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #004f61;color:#004f61\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewbox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #004f61;color:#004f61\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewbox=\"0 0 24 24\" version=\"1.2\" baseprofile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\" style='display:none' id=\"ez-toc-cssicon-toggle-item-6af70d7ab4594\"  \/><nav><ul class='ez-toc-list ez-toc-list-level-1' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/gemglobal.edu.vn\/en\/tai-lieu\/7-chi-so-kpi-quan-trong-de-quan-ly-he-thong-ban-hang\/#1-so-contacts-moi\" >1. S\u1ed0 CONTACTS M\u1edaI<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/gemglobal.edu.vn\/en\/tai-lieu\/7-chi-so-kpi-quan-trong-de-quan-ly-he-thong-ban-hang\/#2-ty-le-chi-phi-bo-ra-de-co-duoc-khach-hang-moi\" >2. T\u1ef6 L\u1ec6 CHI PH\u00cd B\u1ece RA \u0110\u1ec2 C\u00d3 \u0110\u01af\u1ee2C KH\u00c1CH H\u00c0NG M\u1edaI<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/gemglobal.edu.vn\/en\/tai-lieu\/7-chi-so-kpi-quan-trong-de-quan-ly-he-thong-ban-hang\/#3-doanh-so-ban-hang-theo-dia-diem\" >3. DOANH S\u1ed0 B\u00c1N H\u00c0NG THEO \u0110\u1ecaA \u0110I\u1ec2M<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/gemglobal.edu.vn\/en\/tai-lieu\/7-chi-so-kpi-quan-trong-de-quan-ly-he-thong-ban-hang\/#4-gia-cua-doi-thu\" >4. GI\u00c1 C\u1ee6A \u0110\u1ed0I TH\u1ee6<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/gemglobal.edu.vn\/en\/tai-lieu\/7-chi-so-kpi-quan-trong-de-quan-ly-he-thong-ban-hang\/#5-muc-do-tuong-tac-cua-khach-hang-hien-tai\" >5. M\u1ee8C \u0110\u1ed8 T\u01af\u01a0NG T\u00c1C C\u1ee6A KH\u00c1CH H\u00c0NG HI\u1ec6N T\u1ea0I<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/gemglobal.edu.vn\/en\/tai-lieu\/7-chi-so-kpi-quan-trong-de-quan-ly-he-thong-ban-hang\/#6-su-hai-long-cua-nhan-vien\" >6. S\u1ef0 H\u00c0I L\u00d2NG C\u1ee6A NH\u00c2N VI\u00caN<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/gemglobal.edu.vn\/en\/tai-lieu\/7-chi-so-kpi-quan-trong-de-quan-ly-he-thong-ban-hang\/#7-chi-so-do-luong-su-hai-long-cua-khach-hang\" >7. CH\u1ec8 S\u1ed0 \u0110O L\u01af\u1edcNG S\u1ef0 H\u00c0I L\u00d2NG C\u1ee6A KH\u00c1CH H\u00c0NG<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1-so-contacts-moi\"><\/span>1. S\u1ed0 CONTACTS M\u1edaI<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u0110\u00e2y l\u00e0 ch\u1ec9 s\u1ed1 KPI quan tr\u1ecdng m\u00e0 ng\u01b0\u1eddi qu\u1ea3n l\u00fd c\u1ea7n th\u01b0\u1eddng xuy\u00ean n\u1eafm b\u1eaft. S\u1ed1 m\u1eabu v\u1ec1 trong tu\u1ea7n\/th\u00e1ng v\u1eeba qua, \u0111\u1ed9i ng\u0169 b\u00e1n h\u00e0ng \u0111\u00e3 li\u00ean h\u1ec7 h\u1ebft ch\u01b0a, t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i l\u00e0 bao nhi\u00eau, con s\u1ed1 so v\u1edbi tu\u1ea7n tr\u01b0\u1edbc t\u0103ng hay gi\u1ea3m? L\u00fd do c\u1ee7a s\u1ef1 t\u0103ng gi\u1ea3m n\u00e0y l\u00e0 g\u00ec?<br>Ngo\u00e0i ra n\u1eafm b\u1eaft ch\u1ec9 s\u1ed1 n\u00e0y c\u0169ng gi\u00fap qu\u1ea3n l\u00fd c\u00f3 th\u1ec3 ph\u00e2n b\u1ed5 cho \u0111\u1ed9i ng\u0169 nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh m\u1ed9t s\u1ed1 l\u01b0\u1ee3ng h\u1ee3p l\u00fd, n\u1ebfu m\u1eabu v\u1ec1 qu\u00e1 \u00edt, th\u00ec c\u1ea7n ph\u1ea3i li\u00ean h\u1ec7 ngay v\u1edbi \u0111\u1ed9i ng\u0169 marketing \u0111\u1ec3 c\u00f3 nh\u1eefng gi\u1ea3i ph\u00e1p k\u1ecbp th\u1eddi.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2-ty-le-chi-phi-bo-ra-de-co-duoc-khach-hang-moi\"><\/span>2. T\u1ef6 L\u1ec6 CHI PH\u00cd B\u1ece RA \u0110\u1ec2 C\u00d3 \u0110\u01af\u1ee2C KH\u00c1CH H\u00c0NG M\u1edaI<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">M\u1ed9t ch\u1ec9 s\u1ed1 KPI c\u1ea7n \u0111\u01b0\u1ee3c \u0111o l\u01b0\u1eddng kh\u00e1c, ch\u00ednh l\u00e0 t\u1ef7 l\u1ec7 chi ph\u00ed b\u1ecf ra \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c kh\u00e1ch h\u00e0ng m\u1edbi. S\u1eed d\u1ee5ng t\u1ef7 l\u1ec7 n\u00e0y \u0111\u1ec3 \u0111i\u1ec1u ch\u1ec9nh c\u00e1ch ti\u1ebfp c\u1eadn khi li\u00ean h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng. Li\u1ec7u quy tr\u00ecnh sale c\u1ee7a b\u1ea1n \u0111\u00e3 t\u1ed1t ch\u01b0a? \u0110\u1ed9i ng\u0169 b\u00e1n h\u00e0ng \u0111\u1ec3 t\u00ecm hi\u1ec3u v\u1ec1 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng tr\u01b0\u1edbc khi li\u00ean h\u1ec7 hay ch\u01b0a? H\u00ecnh th\u1ee9c li\u00ean h\u1ec7 hi\u1ec7n t\u1ea1i c\u00f3 t\u1ed1t kh\u00f4ng (g\u1eb7p m\u1eb7t tr\u1ef1c ti\u1ebfp, telesale, email,\u2026)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ngo\u00e0i ra ch\u1ec9 s\u1ed1 n\u00e0y c\u0169ng gi\u00fap ng\u01b0\u1eddi lead team bi\u1ebft \u0111\u01b0\u1ee3c nh\u00e2n vi\u00ean n\u00e0o c\u00f3 th\u00e0nh t\u00edch t\u1ed1t b\u1eb1ng vi\u1ec7c so s\u00e1nh t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i gi\u1eefa c\u00e1c nh\u00e2n vi\u00ean v\u1edbi nhau.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">N\u1ebfu s\u1ef1 kh\u00e1c bi\u1ec7t v\u1ec1 t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i ch\u1ec9 di\u1ec5n ra trong th\u1eddi gian ng\u1eafn, th\u00ec c\u00f3 th\u1ec3 do s\u1ef1 ph\u00e2n b\u1ed1 contact ch\u1ea5t l\u01b0\u1ee3ng kh\u00f4ng \u0111\u1ed3ng \u0111\u1ec1u nhau, kh\u00f4ng sao c\u1ea3. Nh\u01b0ng n\u1ebfu di\u1ec5n ra li\u00ean t\u1ee5c, th\u00ec \u1eaft v\u1ea5n \u0111\u1ec1 n\u1eb1m \u1edf ch\u00ednh b\u1ea1n sale kia.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3-doanh-so-ban-hang-theo-dia-diem\"><\/span>3. DOANH S\u1ed0 B\u00c1N H\u00c0NG THEO \u0110\u1ecaA \u0110I\u1ec2M<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">B\u1eb1ng vi\u1ec7c so s\u00e1nh doanh s\u1ed1 b\u00e1n h\u00e0ng theo \u0111\u1ecba \u0111i\u1ec3m bao g\u1ed3m c\u1ea3 c\u1eeda h\u00e0ng offline v\u00e0 c\u00e1c giao d\u1ecbch online, ng\u01b0\u1eddi qu\u1ea3n l\u00fd s\u1ebd nh\u1eadn ra \u0111\u01b0\u1ee3c ngu\u1ed3n c\u1ea7u \u1edf \u0111\u00e2u l\u00e0 l\u1edbn nh\u1ea5t, v\u00e0 th\u1ea5p nh\u1ea5t, sau \u0111\u00f3 l\u00fd gi\u1ea3i t\u1ea1i sao l\u1ea1i c\u00f3 s\u1ef1 kh\u00e1c bi\u1ec7t n\u00e0y.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">N\u1ebfu doanh s\u1ed1 b\u00e1n h\u00e0ng \u1edf khu v\u1ef1c A r\u1ea5t th\u1ea5p, c\u00f3 th\u1ec3 \u0111o l\u01b0\u1ee3ng nhu c\u1ea7u \u1edf \u0111\u00f3 qu\u00e1 \u00edt, b\u1ea1n c\u00f3 th\u1ec3 t\u00ednh \u0111\u1ebfn tr\u01b0\u1eddng h\u1ee3p ph\u1ea3i chuy\u1ec3n \u0111\u1ecba \u0111i\u1ec3m c\u1eeda h\u00e0ng \u0111i n\u01a1i kh\u00e1c. Ngo\u00e0i ra, n\u1ebfu c\u00f3 2 \u0111\u1ecba \u0111i\u1ec3m c\u00f3 doanh s\u1ed1 b\u00e1n h\u00e0ng t\u01b0\u01a1ng \u0111\u01b0\u01a1ng nhau v\u00e0 th\u00e1ng 1, h\u00e3y th\u1eed \u00e1p d\u1ee5ng ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u1ea1i v\u00e0o th\u00e1ng 2 r\u1ed3i \u0111\u1ed5i chi\u1ec1u v\u00e0o th\u00e1ng 3 \u0111\u1ec3 bi\u1ebft v\u1ecb tr\u00ed n\u00e0o \u0111em l\u1ea1i ngu\u1ed3n doanh thu t\u1ed1t.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"4-gia-cua-doi-thu\"><\/span>4. GI\u00c1 C\u1ee6A \u0110\u1ed0I TH\u1ee6<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">M\u1eb7c d\u00f9 qu\u1ea3n l\u00fd v\u00e0 ng\u01b0\u1eddi ch\u1ee7 kh\u00f4ng n\u00ean theo d\u00f5i nh\u1ea5t c\u1eed nh\u1ea5t \u0111\u1ed9ng c\u1ee7a \u0111\u1ed1i th\u1ee7 l\u00e0m g\u00ec c\u1ea3, h\u1ecd c\u0169ng n\u00ean c\u00f3 m\u1ed1i quan t\u00e2m nh\u1ea5t \u0111\u1ecbnh t\u1edbi v\u1ea5n \u0111\u1ec1 gi\u00e1 c\u1ee7a s\u1ea3n ph\u1ea9m \u0111\u1ed1i th\u1ee7 b\u1edfi n\u00f3 s\u1ebd t\u1ea1o ra nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c c\u1ea1nh tranh r\u00f5 r\u1ec7t.<br>B\u1eb1ng vi\u1ec7c li\u00ean t\u1ee5c so s\u00e1nh gi\u00e1 c\u1ee7a m\u00ecnh v\u00e0 \u0111\u1ed1i th\u1ee7, b\u1ea1n c\u0169ng nh\u1eadn bi\u1ebft \u0111\u01b0\u1ee3c \u0111\u00e2u l\u00e0 th\u1eddi \u0111i\u1ec3m tuy\u1ec7t v\u1eddi \u0111\u1ec3 \u0111\u01b0a ra c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i, \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 h\u01a1n.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"5-muc-do-tuong-tac-cua-khach-hang-hien-tai\"><\/span>5. M\u1ee8C \u0110\u1ed8 T\u01af\u01a0NG T\u00c1C C\u1ee6A KH\u00c1CH H\u00c0NG HI\u1ec6N T\u1ea0I<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Duy tr\u00ec m\u1ed9t m\u1ed1i quan h\u1ec7 t\u1ed1t v\u1edbi kh\u00e1ch sau khi vi\u1ec7c mua b\u00e1n \u0111\u00e3 k\u1ebft th\u00fac l\u00e0 m\u1ed9t \u0111i\u1ec1u c\u1ef1c k\u1ef3 quan tr\u1ecdng \u0111\u1ec3 ph\u00e1t tri\u1ec3n doanh nghi\u1ec7p d\u00e0i h\u1ea1n. B\u1eb1ng vi\u1ec7c th\u01b0\u1eddng xuy\u00ean gi\u1eef li\u00ean l\u1ea1c v\u1edbi kh\u00e1ch h\u00e0ng, v\u00e0 li\u1ec7u c\u00f3 th\u1ec3 gi\u00fap \u00edch \u0111\u01b0\u1ee3c g\u00ec n\u1ebfu nh\u01b0 c\u00f3 kh\u00f3 kh\u0103n trong qu\u00e1 tr\u00ecnh s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5, ng\u01b0\u1eddi b\u00e1n h\u00e0ng s\u1ebd x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c l\u00f2ng tin v\u00e0 s\u1ef1 y\u00eau m\u1ebfn.<br>Kh\u00e1ch h\u00e0ng s\u1ebd lu\u00f4n bi\u1ebft r\u1eb1ng, \u1edf c\u00f4ng ty n\u00e0y lu\u00f4n c\u00f3 m\u1ed9t ng\u01b0\u1eddi n\u00e0o \u0111\u00f3 s\u1ebd h\u1ed7 tr\u1ee3 h\u1ecd m\u1ed7i khi c\u1ea7n thi\u1ebft. B\u1ea1n c\u1ea7n y\u00eau c\u1ea7u c\u00e1c nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh l\u00ean l\u1ecbch tr\u00ecnh li\u00ean h\u1ec7 l\u1ea1i v\u1edbi c\u00e1c kh\u00e1ch h\u00e0ng c\u0169, \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng kh\u00e1ch h\u00e0ng s\u1ebd kh\u00f4ng qu\u00ean \u0111i th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n m\u00e0 chuy\u1ec3n sang s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m c\u1ee7a \u0111\u1ed1i th\u1ee7.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"6-su-hai-long-cua-nhan-vien\"><\/span>6. S\u1ef0 H\u00c0I L\u00d2NG C\u1ee6A NH\u00c2N VI\u00caN<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">L\u00e0m c\u00f4ng vi\u1ec7c b\u00e1n h\u00e0ng \u0111\u00f2i h\u1ecfi s\u1ef1 ki\u00ean tr\u00ec, nh\u01b0ng \u0111\u00f4i khi, nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n c\u0169ng \u0111\u00f4i l\u00fac c\u1ea3m th\u1ea5y nh\u1ee5t ch\u00ed. V\u1eady n\u00ean l\u00e0 m\u1ed9t ng\u01b0\u1eddi qu\u1ea3n l\u00fd, c\u1ea7n ph\u1ea3i t\u1ea1o ra \u0111\u1ed9ng l\u1ef1c v\u00e0 ni\u1ec1m vui trong c\u00f4ng vi\u1ec7c v\u1edbi h\u1ecd.<br>H\u00e3y t\u1ef1 h\u1ecfi, li\u1ec7u nh\u00e2n vi\u00ean c\u1ee7a m\u00ecnh c\u00f3 l\u00e0 m\u1ed9t ph\u1ea7n c\u1ee7a t\u1eadp th\u1ec3? H\u1ecd c\u00f3 \u0111\u1ed3ng \u00fd v\u1edbi quy tr\u00ecnh b\u00e1n h\u00e0ng \u0111ang \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng ? Thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a nh\u00e2n vi\u00ean l\u00e0 \u0111i\u1ec1u r\u1ea5t c\u1ea7n thi\u1ebft. M\u1eb7c d\u00f9 ch\u1ec9 s\u1ed1 KPI n\u00e0y kh\u00e1 kh\u00f3 \u0111\u1ec3 \u0111\u00e1nh gi\u00e1, b\u1edfi n\u00f3 mang t\u00ednh ch\u1ea5t c\u1ea3m t\u00ednh. Tuy v\u1eady, h\u00e3y y\u00eau c\u1ea7u nh\u00e2n vi\u00ean c\u1ee7a b\u1ea1n \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng v\u1edbi c\u00f4ng vi\u1ec7c theo m\u1ed9t thang \u0111i\u1ec3m nh\u1ea5t \u0111\u1ecbnh, \u0111\u1ed3ng th\u1eddi l\u00e0 tr\u1ea3 l\u1eddi c\u00e1c c\u00e2u h\u1ecfi \u0111\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n \u0111i\u1ec1u g\u00ec l\u00e0m cho h\u1ecd c\u1ea3m th\u1ea5y h\u1ea1nh ph\u00fac v\u00e0 kh\u00f4ng h\u1ea1nh ph\u00fac.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"7-chi-so-do-luong-su-hai-long-cua-khach-hang\"><\/span>7. CH\u1ec8 S\u1ed0 \u0110O L\u01af\u1edcNG S\u1ef0 H\u00c0I L\u00d2NG C\u1ee6A KH\u00c1CH H\u00c0NG<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Ch\u1ec9 s\u1ed1 KPI quan tr\u1ecdng cu\u1ed1i c\u00f9ng ch\u00ednh l\u00e0 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n.<br>B\u1ea1n c\u00f3 th\u1ec3 \u0111\u1ec1 ngh\u1ecb kh\u00e1ch h\u00e0ng \u0111i\u1ec1n v\u00e0o nh\u1eefng phi\u1ebfu kh\u1ea3o s\u00e1t nh\u1ecf \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a h\u1ecd theo thang \u0111i\u1ec3m t\u1eeb 0-10. C\u00e1c m\u1ee9c \u0111i\u1ec3m c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c chia nh\u01b0 sau:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">+ (9-10): Kh\u00e1ch h\u00e0ng th\u1ef1c s\u1ef1 r\u1ea5t th\u00edch b\u1ea1n. \u0110\u1ed1i t\u01b0\u1ee3ng n\u00e0y s\u1ebd m\u1edf ra nh\u1eefng kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng m\u1edbi cho b\u1ea1n b\u1eb1ng vi\u1ec7c gi\u1edbi thi\u1ec7u cho b\u1ea1n b\u00e8, gia \u0111\u00ecnh v\u00e0 \u0111\u1ed9ng nghi\u1ec7p c\u1ee7a h\u1ecd.<br>+ (7-8): H\u1ecd t\u01b0\u01a1ng \u0111\u1ed1i th\u1ecfa m\u00e3n v\u1ec1 s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n. Nh\u01b0ng ch\u1ec9 d\u1eebng l\u1ea1i \u1edf \u0111\u00f3 m\u00e0 th\u00f4i.<br>+ (0-6): C\u00f3 v\u1ebb nh\u01b0 h\u1ecd gi\u1eef m\u1ed9t th\u00e1i \u0111\u1ed9 trung l\u1eadp, kh\u00f4ng th\u00edch kh\u00f4ng gh\u00e9t, ho\u1eb7c c\u00f3 th\u1ec3 c\u1ef1c k\u00ec kh\u00f3 ch\u1ecbu v\u00ec nh\u1eefng tr\u1ea3i nghi\u1ec7m kh\u00f4ng t\u1ed1t h\u1ecd \u0111\u00e3 c\u00f3 v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a b\u1ea1n<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">H\u00e3y g\u1eedi kh\u1ea3o s\u00e1t v\u1ec1 \u0111o l\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng n\u00e0y th\u01b0\u1eddng xuy\u00ean, nh\u01b0ng \u0111\u1ed1i v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng m\u1edbi c\u0169ng ch\u00fa \u00fd \u0111\u1eebng g\u1eedi cho h\u1ecd qu\u00e1 s\u1edbm. Kho\u1ea3ng th\u1eddi gian h\u1ee3p l\u00fd \u0111\u1ec3 g\u1eedi \u0111\u00f3 l\u00e0 t\u1eeb 3-6 th\u00e1ng t\u00f9y thu\u1ed9c v\u00e0o ng\u00e0nh kinh doanh c\u1ee7a b\u1ea1n, t\u1ed1c \u0111\u1ed9 ra m\u1eaft c\u00e1c s\u1ea3n ph\u1ea9m m\u1edbi thay th\u1ebf s\u1ea3n ph\u1ea9m c\u0169,..<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u0110\u00e1nh gi\u00e1 t\u1ef7 l\u1ec7 gi\u1eefa nh\u1eefng ng\u01b0\u1eddi gh\u00e9t, ng\u01b0\u1eddi th\u1ecfa m\u00e3n, v\u00e0 ng\u01b0\u1eddi th\u00edch b\u1ea1n. Li\u1ec7u c\u00f3 c\u00e1ch n\u00e0o \u0111\u1ec3 gi\u1ea3m ph\u1ea7n tr\u0103m s\u1ed1 nh\u1eefng ng\u01b0\u1eddi t\u1eeb 0-6 \u0111i\u1ec3m v\u00e0 t\u0103ng nh\u1eefng ng\u01b0\u1eddi t\u1eeb 7-10 \u0111i\u1ec3m l\u00ean kh\u00f4ng?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Khi b\u1ea1n \u0111\u00e3 n\u1eafm \u0111\u01b0\u1ee3c c\u00e1c ch\u1ec9 s\u1ed1 KPI quan tr\u1ecdng tr\u00ean, ph\u00e2n t\u00edch c\u00e1c th\u00f4ng tin n\u00e0y th\u1eadt k\u1ef9 c\u00e0ng \u0111\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c th\u00eam v\u1ec1 t\u00ecnh tr\u1ea1ng ho\u1ea1t \u0111\u1ed9ng hi\u1ec7n t\u1ea1i. Sau \u0111\u00f3 \u0111\u01b0a ra c\u00e1c b\u01b0\u1edbc c\u1ea3i ti\u1ebfn m\u1edbi \u0111\u1ec3 c\u00f3 th\u1ec3 ph\u00e1t tri\u1ec3n.<\/p>\n\n\n\n<p class=\"has-text-align-right wp-block-paragraph\"><strong>Ngu\u1ed3n:<\/strong>&nbsp;KIEN THUC KINH TE<\/p>","protected":false},"featured_media":198,"template":"","chuyen-muc-tai-lieu":[24],"class_list":["post-197","tai-lieu","type-tai-lieu","status-publish","has-post-thumbnail","hentry","chuyen-muc-tai-lieu-ky-nang-ban-hang"],"blocksy_meta":[],"_links":{"self":[{"href":"https:\/\/gemglobal.edu.vn\/en\/wp-json\/wp\/v2\/tai-lieu\/197","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/gemglobal.edu.vn\/en\/wp-json\/wp\/v2\/tai-lieu"}],"about":[{"href":"https:\/\/gemglobal.edu.vn\/en\/wp-json\/wp\/v2\/types\/tai-lieu"}],"version-history":[{"count":0,"href":"https:\/\/gemglobal.edu.vn\/en\/wp-json\/wp\/v2\/tai-lieu\/197\/revisions"}],"wp:attachment":[{"href":"https:\/\/gemglobal.edu.vn\/en\/wp-json\/wp\/v2\/media?parent=197"}],"wp:term":[{"taxonomy":"chuyen-muc-tai-lieu","embeddable":true,"href":"https:\/\/gemglobal.edu.vn\/en\/wp-json\/wp\/v2\/chuyen-muc-tai-lieu?post=197"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}