QT - Quan He Khach Hang (2)
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Transcript of QT - Quan He Khach Hang (2)
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7/31/2019 QT - Quan He Khach Hang (2)
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MA
RKETING
&
FINANCEUNVERSITY
I HCTI CHNHMARKETING
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MA
RKETING
&
FINANCEUNVERSITY
2.1 CRM TRONG M HNH ERP CA DOANH NGHIP
2.2 NG DNG CRM TRONG T CHC BN HNG V
PHT TRIN TH TRNG
2.3 NG DNG CRM TRONG QUN TR MARKETING
2.4 NG DNG CRM TRONG QUN TR NHN S
CHIN LC.
2.5 NG DNG CRM TRONG LNH VC TI CHNH
CHNG 2
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MA
RKETING
&
FINANCEUNVERSITY
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MA
RKETING
&
FINANCEUNVERSITY FRM: Qun tr ngun lc ti chnh
SCM: Qun tr h thng cung cp HRM: Qun tr ngun nhn lc MRP: Qun tr k hoch sn xut
CRM TRONG M HNH ERP CA DOANH NGHIP
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MA
RKETING
&
FINANCEUNVERSITY
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7/31/2019 QT - Quan He Khach Hang (2)
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MA
RKETING
&
FINANCEUNVERSITY
MC 2.2
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MA
RKETING&
FINANCEUNV
ERSITY1. Hoch nh k hoch:
Nn tng xy dng chin lc v hoch nh kinh doanh.
nh gi v xc nh chin thut cho th trng, sn phm
trng tm.
Xc nh nh hng chin lc pht trin th trng v tip
cn th trng v tm kim c hi m rng th trng.
K hoch d phng v b sung lng khch hng.
i sot s thay i s lng khch hng.
2. Trin khai cng vic kinh doanh:
Phn tch cng vic m bo thi gian v chi ph hp l.
M rng knh phn phi v hot ng kim sot bn hng.
Tin trin khai v gia tng ph theo k hoch pht trin.
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MA
RKETING&
FINANCEUNV
ERSITY3. Hun luyn v o to:
Phn tch cc hot ng bn hng v cng tc o to.
Xy dng k hoch nhn s v o to nhn s cho vic p st th trng
Xy dng k hoch nhn s v chuyn i nhn s cho hot ng kinh
doanh.
4. Kim tra v d bo:
Kim sot tc thay i hot ng kinh doanh Xc nh ngun doanh thu t vic phn loi nhm khc hng, nhm i
tng, nhm th trng
D bo hot ng tiu th sn phm, d bo hot ng doanh thu, d
bo hot ng phn b th trng.
D bo tnh ma v, tnh a l sn phm v tnh nng lc phn phi h
thng.
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MA
RKETING&
FINANCEUNV
ERSITY
MC 2.3
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MA
RKETING&
FINANCEUNV
ERSITY
MC TIU CHO HOT NG LIN QUAN KHCH HNG
Xy dng s trung thnh khch hng gia tng nhm
i tng 20% Tng cng tn xut giao tip v s dng dch v.
To c hi cho thng hiu dn u
XC NH KHCH HNG MC TIU: i sot vic xc nh khch hng mc tiu
Phn lp nhm khc hng theo cc tiu ch: v tr a l,
thi quen, phong cch sng Xc nh chin lc Khch Hng Tp Trung
Gia tng hiu bit khc hng
Gia tng s tng tc vi cc khch hng
Case Study
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MA
RKETING&
FINANCEUNV
ERSITY
CHIN LC V NH V SN PHM
nh v sn phm theo nhn thc khch hng trung thnh, tim
nng
i sot cc thuc tnh sn phm ph hp vi cng ng khch
hng
CHIN LC V TRUYN THNG
nh hng chin lc truyn thng n nhm khc hng trc
tip
Chn la phng thc truyn thng ph hp
Case Study
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MA
RKETING&
FINA
NCEUNV
ERSITY
K HOCH NGN SCH TRUYN THNG Xc nh lng ngn sch ph hp
Xc nh trng tm ngn sch cho tng khu vc
tng giai on
PHN TCH KT QU MARKETING
Xc nh hiu ng ca hot ng Marketing nh gi mc n nhn bit ca khch hng
Case Study
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MA
RKETING&
FINA
NCEUNV
ERSITY
MC 2.4
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MA
RKETING&
FINA
NCEUNV
ERSITY
MC TIU HUN LUYN O TONHN S
Xy dng v hoch nh ni dung
o to
Gia tng s tng tc gia cc b
phn lin quan trn quy trnh lm
vic.
MC TIU TUYN DNG NHN S
K hoch pht pht trin i ng nhn s chin lc
nh hnh m hnh qun tr nhn s ph hp
K hoch ngn sch tuyn dng theo nh hng KhchHng trng tm
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MA
RKETING&
FINA
NCEUNV
ERSITY
MC TIU QUY HOCH NHN S QUN L
Xy dng h thng thng tin theo nhu cu pht trin.
K hoch b sung ngun lc qun tr trung cp v cao
cp t ngoi. Chnh sch tng thng v u i nhn s
NH GI KT QU HOT NG
Xc nh v nh gi hiu qu
hot ng nhn s
nh gi mc m nhn cng
vic v kh nng hon tt cng
vic ca nhn s.
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MARKETING&
FINA
NCEUNV
ERSITY
MC 2.5
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MARKETING&
FINA
NCEUNV
ERSITYMC TIU KIM SOT CHI PH:
Kim sot mc tng quan gia
doanh thu v chi ph bin i
Kim sot s tht thot chi ph.
MC TIU KIM SOT CNG N V GIA TNG
VNG XOAY VN Xy dng biu i tng quan gia doanh thu
v cng n
Kim sot hot ng cng n khch hng/nhcung cp
Xy dng k hoch quay vng tin mt m
bo s lnh mnh cho hot ng ti chnh.
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MARKETING&
FINA
NCEUNV
ERSITY