{"id":37782,"date":"2025-11-03T14:04:10","date_gmt":"2025-11-03T06:04:10","guid":{"rendered":"https:\/\/www.ematicsolutions.com\/?p=37782"},"modified":"2025-11-03T14:15:36","modified_gmt":"2025-11-03T06:15:36","slug":"customer-engagement-platform","status":"publish","type":"post","link":"https:\/\/www.ematicsolutions.com\/vn\/customer-engagement-platform\/","title":{"rendered":"Hi\u1ec3u \u0111\u00fang v\u1ec1 CRM v\u00e0 CEP – N\u1ec1n t\u1ea3ng gi\u00fap doanh nghi\u1ec7p t\u01b0\u01a1ng t\u00e1c v\u00e0 t\u0103ng doanh thu"},"content":{"rendered":"\n

Trong b\u1ed1i c\u1ea3nh chuy\u1ec3n \u0111\u1ed5i s\u1ed1 m\u1ea1nh m\u1ebd hi\u1ec7n nay, doanh nghi\u1ec7p c\u1ea7n hai n\u0103ng l\u1ef1c c\u1ed1t l\u00f5i: hi\u1ec3u r\u00f5 kh\u00e1ch h\u00e0ng v\u00e0 t\u01b0\u01a1ng t\u00e1c hi\u1ec7u qu\u1ea3 v\u1edbi h\u1ecd. Nhi\u1ec1u c\u00e1 nh\u00e2n th\u01b0\u1eddng nh\u1ea7m l\u1eabn gi\u1eefa CRM<\/strong> (Customer Relationship Management) v\u00e0 CEP<\/strong> (Customer Engagement Platform). M\u1eb7c d\u00f9 c\u00f9ng m\u1ee5c ti\u00eau n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, hai n\u1ec1n t\u1ea3ng n\u00e0y c\u00f3 ch\u1ee9c n\u0103ng v\u00e0 tr\u1ecdng t\u00e2m kh\u00e1c bi\u1ec7t. Ematic Solutions<\/a> s\u1ebd ph\u00e2n t\u00edch chi ti\u1ebft \u0111\u1ecbnh ngh\u0129a, vai tr\u00f2 v\u00e0 chi\u1ebfn l\u01b0\u1ee3c k\u1ebft h\u1ee3p CRM v\u00e0 CEP, gi\u00fap doanh nghi\u1ec7p \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh \u0111\u1ea7u t\u01b0 c\u00f4ng ngh\u1ec7 ch\u00ednh x\u00e1c nh\u1ea5t.<\/p>\n\n\n\n

1.\u00a0 \u0110\u1ecbnh ngh\u0129a CRM vs. CEP<\/strong><\/h2>\n\n\n\n

1.1 CRM l\u00e0 g\u00ec? <\/strong><\/h3>\n\n\n\n

Customer Relationship Management (CRM) <\/strong>l\u00e0 h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng<\/a>, \u0111\u01b0\u1ee3c xem nh\u01b0 m\u1ed9t kho l\u01b0u tr\u1eef d\u00f9ng \u0111\u1ec3 h\u1ee3p nh\u1ea5t to\u00e0n b\u1ed9 l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u0169ng nh\u01b0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng. V\u1edbi n\u1ec1n t\u1ea3ng CRM, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1eadn d\u1ee5ng \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 gi\u00fap th\u00fac \u0111\u1ea9y doanh thu.\u00a0<\/p>\n\n\n\n

C\u00e1c t\u00ednh n\u0103ng ch\u00ednh c\u1ee7a CRM bao g\u1ed3m:<\/strong><\/p>\n\n\n\n

– <\/strong>Qu\u1ea3n l\u00fd d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng: Cho ph\u00e9p l\u01b0u tr\u1eef v\u00e0 truy c\u1eadp to\u00e0n b\u1ed9 th\u00f4ng tin c\u00e1 nh\u00e2n (t\u00ean, email, s\u1ed1 \u0111i\u1ec7n tho\u1ea1i,…) c\u00f9ng l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c nh\u01b0 mua h\u00e0ng, s\u1ea3n ph\u1ea9m quan t\u00e2m ho\u1eb7c h\u00e0nh vi m\u1edf\/nh\u1ea5p email an to\u00e0n \u1edf m\u1ecdi n\u01a1i, m\u1ecdi th\u1eddi \u0111i\u1ec3m. D\u1eef li\u1ec7u \u0111\u1ec1u \u0111\u01b0\u1ee3c m\u00e3 h\u00f3a v\u00e0 l\u01b0u tr\u1eef tr\u00ean cloud.<\/p>\n\n\n\n

– T\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh sales v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng: Gi\u00fap gi\u1ea3m b\u1edbt thao t\u00e1c th\u1ee7 c\u00f4ng, t\u1ed1i \u01b0u qu\u1ea3n l\u00fd pipeline b\u00e1n h\u00e0ng v\u00e0 n\u00e2ng cao t\u1ed1c \u0111\u1ed9 ph\u1ea3n h\u1ed3i y\u00eau c\u1ea7u d\u1ecbch v\u1ee5.<\/p>\n\n\n\n

– Cung c\u1ea5p c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n v\u1ec1 kh\u00e1ch h\u00e0ng: CRM c\u00f3 th\u1ec3 t\u00edch h\u1ee3p  d\u1eef li\u1ec7u t\u1eeb nhi\u1ec1u b\u1ed9 ph\u1eadn nh\u01b0 marketing, th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c \u1ee9ng d\u1ee5ng kh\u00e1c, do \u0111\u00f3 doanh nghi\u1ec7p c\u00f3 th\u1ec3 qu\u1ea3n l\u00fd m\u1ecdi t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n

– Ph\u00e2n t\u00edch v\u00e0 b\u00e1o c\u00e1o d\u1eef li\u1ec7u ch\u00ednh x\u00e1c: Nh\u1edd n\u1eafm to\u00e0n b\u1ed9 d\u1eef li\u1ec7u, CRM cung c\u1ea5p c\u00e1c b\u00e1o c\u00e1o d\u1eef li\u1ec7u tr\u1ef1c quan, d\u1ef1 b\u00e1o doanh s\u1ed1 ch\u00ednh x\u00e1c h\u01a1n gi\u00fap doanh nghi\u1ec7p theo d\u00f5i hi\u1ec7u su\u1ea5t b\u00e1n h\u00e0ng (KPIs) v\u00e0 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 \u0111\u1ea7u t\u01b0 (ROI).<\/p>\n\n\n\n

M\u1ed9t s\u1ed1 n\u1ec1n t\u1ea3ng CRM ph\u1ed5 bi\u1ebfn hi\u1ec7n nay nh\u01b0 Salesforce, Zoho, Hubspot, Pipedrive,…
<\/a><\/p>\n\n\n

\n
\"CRM<\/figure><\/div>\n\n\n

CRM gi\u00fap doanh nghi\u1ec7p c\u00f3 c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n v\u1ec1 kh\u00e1ch h\u00e0ng<\/em><\/p>\n\n\n\n


1.2 CEP l\u00e0 g\u00ec? <\/strong><\/h3>\n\n\n\n

Customer Engagement Platform (CEP), <\/strong>hay n\u1ec1n t\u1ea3ng t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng l\u00e0 c\u00f4ng ngh\u1ec7 qu\u1ea3n l\u00fd t\u01b0\u01a1ng t\u00e1c tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng\u00a0 theo th\u1eddi gian th\u1ef1c, \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf nh\u1eb1m gi\u00fap doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng tr\u00ean nhi\u1ec1u k\u00eanh kh\u00e1c nhau v\u00e0 k\u00edch ho\u1ea1t chi\u1ebfn d\u1ecbch marketing c\u00e1 nh\u00e2n h\u00f3a. CEP th\u01b0\u1eddng ph\u00f9 h\u1ee3p v\u1edbi \u0111\u1ed9i ng\u0169 Marketing v\u00e0 CX (Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng).<\/p>\n\n\n\n

C\u00e1c t\u00ednh n\u0103ng ch\u00ednh c\u1ee7a CEP bao g\u1ed3m:<\/strong><\/p>\n\n\n\n

– T\u1ef1 \u0111\u1ed9ng h\u00f3a Marketing \u0110a k\u00eanh: Tri\u1ec3n khai chi\u1ebfn d\u1ecbch qua email, SMS, zalo, push notifications, WhatsApp,…<\/p>\n\n\n\n

– Theo d\u00f5i h\u00e0nh vi ng\u01b0\u1eddi d\u00f9ng: Ghi l\u1ea1i chi ti\u1ebft c\u00e1c h\u00e0nh \u0111\u1ed9ng c\u1ee7a kh\u00e1ch h\u00e0ng nh\u01b0 mua h\u00e0ng, truy c\u1eadp website hay t\u01b0\u01a1ng t\u00e1c trong \u1ee9ng d\u1ee5ng, t\u1eeb \u0111\u00f3 gi\u00fap hi\u1ec3u r\u00f5 h\u00e0nh tr\u00ecnh v\u00e0 nhu c\u1ea7u c\u1ee7a h\u1ecd.<\/p>\n\n\n\n

– Ph\u00e2n kh\u00fac v\u00e0 c\u00e1 nh\u00e2n h\u00f3a: D\u1ef1a tr\u00ean d\u1eef li\u1ec7u h\u00e0nh vi v\u00e0 m\u1ee9c \u0111\u1ed9 t\u01b0\u01a1ng t\u00e1c \u0111\u1ec3 t\u1ef1 \u0111\u1ed9ng t\u1ea1o ra c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng linh ho\u1ea1t, g\u1eedi th\u00f4ng \u0111i\u1ec7p ph\u00f9 h\u1ee3p v\u00e0 mang t\u00ednh c\u00e1 nh\u00e2n h\u00f3a cao<\/p>\n\n\n\n

– A\/B v\u00e0 ph\u00e2n t\u00edch hi\u1ec7u qu\u1ea3: \u0110\u00e1nh gi\u00e1 m\u1ee9c \u0111\u1ed9 t\u00e1c \u0111\u1ed9ng c\u1ee7a t\u1eebng th\u00f4ng \u0111i\u1ec7p, t\u1ed1i \u01b0u n\u1ed9i dung v\u00e0 chi\u1ebfn l\u01b0\u1ee3c truy\u1ec1n th\u00f4ng nh\u1eb1m n\u00e2ng cao t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i.<\/p>\n\n\n\n

M\u1ed9t s\u1ed1 n\u1ec1n t\u1ea3ng CEP ph\u1ed5 bi\u1ebfn hi\u1ec7n nay nh\u01b0: Klaviyo<\/a>, MoEngage, Iterable, Braze,…<\/p>\n\n\n

\n
\"CEP<\/figure><\/div>\n\n\n

CEP gi\u00fap g\u1eedi \u0111\u00fang th\u00f4ng \u0111i\u1ec7p, \u0111\u00fang ng\u01b0\u1eddi, \u0111\u00fang th\u1eddi \u0111i\u1ec3m<\/em><\/p>\n\n\n\n

2. Vai tr\u00f2 c\u1ee7a CRM v\u00e0 CEP \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p<\/strong><\/h2>\n\n\n\n

Vi\u1ec7c hi\u1ec3u v\u00e0 t\u01b0\u01a1ng t\u00e1c hi\u1ec7u qu\u1ea3 v\u1edbi kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 l\u00e0 l\u1ee3i th\u1ebf c\u1ea1nh tranh m\u00e0 c\u00f2n l\u00e0 \u0111i\u1ec1u ki\u1ec7n ti\u00ean quy\u1ebft \u0111\u1ec3 doanh nghi\u1ec7p \u0111\u1ea1t \u0111\u01b0\u1ee3c t\u0103ng tr\u01b0\u1edfng b\u1ec1n v\u1eefng. \u0110\u1ec3 l\u00e0m \u0111\u01b0\u1ee3c \u0111i\u1ec1u \u0111\u00f3, doanh nghi\u1ec7p c\u1ea7n khai th\u00e1c s\u1ee9c m\u1ea1nh k\u1ebft h\u1ee3p gi\u1eefa CRM v\u00e0 CEP – hai h\u1ec7 th\u1ed1ng t\u01b0\u1edfng ch\u1eebng \u0111\u1ed9c l\u1eadp nh\u01b0ng th\u1ef1c ch\u1ea5t l\u1ea1i b\u1ed5 tr\u1ee3 cho nhau v\u00f4 c\u00f9ng ch\u1eb7t ch\u1ebd.<\/p>\n\n\n\n

CRM \u2013 \u201cHi\u1ec3u kh\u00e1ch h\u00e0ng\u201d<\/strong><\/h3>\n\n\n\n

CRM \u0111\u00f3ng vai tr\u00f2 nh\u01b0 trung t\u00e2m d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, l\u00e0 n\u01a1i doanh nghi\u1ec7p l\u01b0u tr\u1eef, ph\u00e2n t\u00edch v\u00e0 t\u1ed5ng h\u1ee3p m\u1ecdi th\u00f4ng tin li\u00ean quan \u0111\u1ebfn t\u1eebng c\u00e1 nh\u00e2n. N\u00f3i c\u00e1ch kh\u00e1c, CRM gi\u00fap doanh nghi\u1ec7p hi\u1ec3u kh\u00e1ch h\u00e0ng l\u00e0 ai, h\u1ecd \u0111\u00e3 l\u00e0m g\u00ec, v\u00e0 h\u1ecd \u0111ang \u1edf \u0111\u00e2u trong h\u00e0nh tr\u00ecnh mua s\u1eafm.<\/em><\/p>\n\n\n\n

CEP \u2013 \u201cK\u1ebft n\u1ed1i v\u00e0 h\u00e0nh \u0111\u1ed9ng\u201d<\/strong><\/h3>\n\n\n\n

Trong khi \u0111\u00f3, CEP ch\u00ednh l\u00e0 v\u0169 kh\u00ed <\/strong>gi\u00fap bi\u1ebfn d\u1eef li\u1ec7u c\u1ee7a CRM th\u00e0nh nh\u1eefng tr\u1ea3i nghi\u1ec7m th\u1ef1c t\u1ebf. CEP quy\u1ebft \u0111\u1ecbnh doanh nghi\u1ec7p n\u00ean n\u00f3i g\u00ec v\u1edbi kh\u00e1ch h\u00e0ng, n\u00f3i khi n\u00e0o, v\u00e0 n\u00f3i qua k\u00eanh n\u00e0o. Th\u00f4ng qua CEP, doanh nghi\u1ec7p c\u00f3 th\u1ec3 ch\u1ee7 \u0111\u1ed9ng t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng \u0111\u00fang l\u00fac, \u0111\u00fang c\u00e1ch v\u00e0 \u0111\u00fang ng\u1eef c\u1ea3nh, t\u1eeb \u0111\u00f3 th\u00fac \u0111\u1ea9y h\u00e0nh vi mong mu\u1ed1n nh\u01b0 mua h\u00e0ng, \u0111\u0103ng k\u00fd, ho\u1eb7c quay l\u1ea1i s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5.<\/em> <\/p>\n\n\n\n

\u2192 S\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa 2 n\u1ec1n t\u1ea3ng g\u00f3p ph\u1ea7n t\u1ea1o d\u1ef1ng \u0111\u01b0\u1ee3c h\u1ec7 sinh th\u00e1i marketing – b\u00e1n h\u00e0ng – ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng li\u1ec1n m\u1ea1ch, th\u00fac \u0111\u1ea9y t\u0103ng tr\u01b0\u1edfng doanh thu m\u1ed9t c\u00e1ch b\u1ec1n v\u1eefng v\u00e0 c\u00f3 chi\u1ebfn l\u01b0\u1ee3c.
<\/em><\/p>\n\n\n\n

3. Ph\u00e2n bi\u1ec7t CRM v\u00e0 CEP<\/strong><\/h2>\n\n\n\n
\u0110\u1eb7c \u0111i\u1ec3m<\/strong><\/td>CRM (Customer Relationship Management)<\/strong><\/td>CEP (Customer Engagement Platform)<\/strong><\/td><\/tr>
M\u1ee5c \u0111\u00edch<\/td>Qu\u1ea3n l\u00fd v\u00e0 l\u01b0u tr\u1eef d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, t\u1ed1i \u01b0u quy tr\u00ecnh l\u00e0m vi\u1ec7c v\u00e0 t\u0103ng doanh s\u1ed1<\/td>T\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u00f4ng qua t\u01b0\u01a1ng t\u00e1c c\u00e1 nh\u00e2n (h\u00e0nh vi, s\u1edf th\u00edch,…) t\u1eeb \u0111\u00f3 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh<\/td><\/tr>
Ch\u1ee9c n\u0103ng c\u1ed1t l\u00f5i<\/td>L\u01b0u tr\u1eef th\u00f4ng tin, l\u1ecbch s\u1eed giao d\u1ecbch c\u1ee7a kh\u00e1ch h\u00e0ng, qu\u1ea3n l\u00fd pipeline<\/td>T\u1ef1 \u0111\u1ed9ng h\u00f3a chi\u1ebfn d\u1ecbch marketing, g\u1eedi th\u00f4ng \u0111i\u1ec7p \u0111a k\u00eanh theo th\u1eddi gian th\u1ef1c, ph\u00e2n t\u00edch h\u00e0nh vi<\/td><\/tr>
Ph\u1ea1m vi<\/td>T\u1eadp trung v\u00e0o d\u1eef li\u1ec7u v\u00e0 quy tr\u00ecnh n\u1ed9i b\u1ed9 (Sales, Customer Service).<\/td>T\u1eadp trung v\u00e0o h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng xuy\u00ean su\u1ed1t c\u00e1c k\u00eanh (Marketing v\u00e0 UX)<\/td><\/tr>
Tr\u1ecdng t\u00e2m<\/td>M\u1ed1i quan h\u1ec7 gi\u1eefa doanh nghi\u1ec7p v\u00e0 kh\u00e1ch h\u00e0ng (qu\u00e1 kh\u1ee9 – hi\u1ec7n t\u1ea1i).<\/strong><\/td>Tr\u1ea3i nghi\u1ec7m v\u00e0 t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng (hi\u1ec7n t\u1ea1i – t\u01b0\u01a1ng lai).<\/strong><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

4. C\u00e1ch CRM v\u00e0 CEP k\u1ebft h\u1ee3p c\u00f9ng nhau<\/strong><\/h2>\n\n\n\n

Khi hai h\u1ec7 th\u1ed1ng n\u00e0y \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p, doanh nghi\u1ec7p s\u1ebd t\u1ea1o ra m\u1ed9t v\u00f2ng l\u1eb7p d\u1eef li\u1ec7u kh\u00e9p k\u00edn v\u00e0 th\u00f4ng minh. D\u1eef li\u1ec7u \u0111\u01b0\u1ee3c thu th\u1eadp v\u00e0 qu\u1ea3n l\u00fd trong CRM \u0111\u01b0\u1ee3c \u0111\u01b0a v\u00e0o CEP \u0111\u1ec3 tri\u1ec3n khai chi\u1ebfn d\u1ecbch c\u00e1 nh\u00e2n h\u00f3a. K\u1ebft qu\u1ea3 t\u1eeb c\u00e1c chi\u1ebfn d\u1ecbch n\u00e0y s\u1ebd \u0111\u01b0\u1ee3c g\u1eedi tr\u1edf l\u1ea1i CRM, gi\u00fap ho\u00e0n thi\u1ec7n h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n

V\u00ed d\u1ee5: <\/em><\/strong>B\u1ea1n Lan mua 1 m\u00f3n h\u00e0ng tr\u00ean website A, CRM s\u1ebd l\u01b0u tr\u1eef to\u00e0n b\u1ed9 l\u1ecbch s\u1eed mua h\u00e0ng t\u1eeb \u0111\u1ecba ch\u1ec9 IP c\u1ee7a Lan. CEP s\u1eed d\u1ee5ng d\u1eef li\u1ec7u \u0111\u00f3 \u0111\u1ec3 t\u1ef1 \u0111\u1ed9ng g\u1eedi chi\u1ebfn d\u1ecbch c\u00e1 nh\u00e2n h\u00f3a: \u201cCh\u00e0o Lan, b\u1ea1n \u0111\u00e3 mua s\u1ea3n ph\u1ea9m n\u00e0y trong th\u00e1ng tr\u01b0\u1edbc – \u0111\u00e2y l\u00e0 voucher 10% d\u00e0nh ri\u00eang cho b\u1ea1n khi quay l\u1ea1i mua l\u1ea7n 2!\u201d<\/em>
<\/em>\u2192 K\u1ebft qu\u1ea3: t\u0103ng t\u1ef7 l\u1ec7 mua l\u1ea1i v\u00e0 gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi c\u1ee7a kh\u00e1ch h\u00e0ng<\/p>\n\n\n\n

Kh\u00f4ng ch\u1ec9 ri\u00eang cho 1 kh\u00e1ch h\u00e0ng c\u1ed1 \u0111\u1ecbnh, CEP c\u0169ng s\u1ebd t\u1ef1 \u0111\u1ed9ng s\u1eed d\u1ee5ng th\u00f4ng tin \u0111\u00f3 cho c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c ph\u00e2n lo\u1ea1i (V\u00ed d\u1ee5: nh\u00f3m kh\u00e1ch mua l\u1ea7n \u0111\u1ea7u, nh\u00f3m kh\u00e1ch mua >3 l\u1ea7n, nh\u00f3m th\u00e0nh vi\u00ean,…)<\/p>\n\n\n\n

S\u1ef1 k\u1ebft h\u1ee3p n\u00e0y kh\u00f4ng ch\u1ec9 gi\u00fap t\u0103ng \u0111\u1ed9 ch\u00ednh x\u00e1c c\u1ee7a d\u1eef li\u1ec7u, m\u00e0 c\u00f2n c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng t\u01b0\u01a1ng t\u00e1c, gia t\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i v\u00e0 c\u1ee7ng c\u1ed1 l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. N\u00f3i c\u00e1ch kh\u00e1c, CRM gi\u00fap b\u1ea1n hi\u1ec3u kh\u00e1ch h\u00e0ng, c\u00f2n CEP gi\u00fap b\u1ea1n h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean s\u1ef1 th\u1ea5u hi\u1ec3u \u0111\u00f3.<\/p>\n\n\n\n

\"CRM<\/figure>\n\n\n\n

S\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa CRM v\u00e0 CEP gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u tr\u00ean nhi\u1ec1u ph\u01b0\u01a1ng di\u1ec7n<\/em><\/p>\n\n\n\n

5. Doanh nghi\u1ec7p c\u1ee7a b\u1ea1n n\u00ean d\u00f9ng h\u1ec7 th\u1ed1ng n\u00e0o? <\/strong><\/h2>\n\n\n\n

Vi\u1ec7c l\u1ef1a ch\u1ecdn gi\u1eefa CRM v\u00e0 CEP kh\u00f4ng ch\u1ec9 ph\u1ee5 thu\u1ed9c v\u00e0o ng\u00e2n s\u00e1ch, m\u00e0 c\u00f2n g\u1eafn li\u1ec1n v\u1edbi m\u1ee5c ti\u00eau kinh doanh v\u00e0 giai \u0111o\u1ea1n ph\u00e1t tri\u1ec3n c\u1ee7a doanh nghi\u1ec7p.<\/p>\n\n\n\n

V\u1edbi doanh nghi\u1ec7p nh\u1ecf<\/em><\/strong> ho\u1eb7c <\/strong>t\u1eadp trung v\u00e0o ho\u1ea1t \u0111\u1ed9ng b\u00e1n h\u00e0ng (Sales-driven<\/em><\/strong>)<\/strong>, CRM l\u00e0 \u0111i\u1ec3m kh\u1edfi \u0111\u1ea7u h\u1ee3p l\u00fd. M\u1ed9t h\u1ec7 th\u1ed1ng CRM gi\u00fap l\u01b0u tr\u1eef v\u00e0 qu\u1ea3n l\u00fd to\u00e0n b\u1ed9 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, theo d\u00f5i pipeline b\u00e1n h\u00e0ng, v\u00e0 t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh ch\u0103m s\u00f3c sau b\u00e1n. \u0110i\u1ec1u n\u00e0y \u0111\u1ea3m b\u1ea3o \u0111\u1ed9i ng\u0169 sales l\u00e0m vi\u1ec7c hi\u1ec7u qu\u1ea3 h\u01a1n, gi\u1ea3m b\u1ecf s\u00f3t c\u01a1 h\u1ed9i v\u00e0 n\u00e2ng cao t\u1ef7 l\u1ec7 ch\u1ed1t \u0111\u01a1n.<\/p>\n\n\n\n

Ng\u01b0\u1ee3c l\u1ea1i, v\u1edbi doanh nghi\u1ec7p th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed<\/em><\/strong> ho\u1eb7c <\/strong>doanh nghi\u1ec7p quy m\u00f4 l\u1edbn<\/em><\/strong>, n\u01a1i d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng kh\u1ed5ng l\u1ed3 v\u00e0 h\u00e0nh vi thay \u0111\u1ed5i li\u00ean t\u1ee5c – CEP l\u1ea1i l\u00e0 \u201ctr\u1ee3 th\u1ee7 \u0111\u1eafc l\u1ef1c\u201d gi\u00fap t\u1ed1i \u0111a h\u00f3a ROI t\u1eeb c\u00e1c chi\u1ebfn d\u1ecbch marketing. CEP cho ph\u00e9p doanh nghi\u1ec7p c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m \u0111a k\u00eanh, tri\u1ec3n khai t\u1ef1 \u0111\u1ed9ng v\u00e0 \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 theo th\u1ef1c t\u1ebf.<\/p>\n\n\n\n

Tuy nhi\u00ean, xu h\u01b0\u1edbng m\u1edbi nh\u1ea5t tr\u00ean th\u1ecb tr\u01b0\u1eddng hi\u1ec7n nay kh\u00f4ng d\u1eebng l\u1ea1i \u1edf vi\u1ec7c ch\u1ecdn m\u1ed9t trong hai, m\u00e0 l\u00e0 s\u1ef1 h\u1ed9i t\u1ee5 gi\u1eefa CRM v\u00e0 CEP trong c\u00f9ng m\u1ed9t h\u1ec7 th\u1ed1ng th\u1ed1ng nh\u1ea5t. Nhi\u1ec1u n\u1ec1n t\u1ea3ng hi\u1ec7n \u0111\u1ea1i \u0111ang n\u1ed7 l\u1ef1c t\u00edch h\u1ee3p c\u1ea3 hai vai tr\u00f2: v\u1eeba hi\u1ec3u kh\u00e1ch h\u00e0ng s\u00e2u s\u1eafc<\/em> (CRM), v\u1eeba h\u00e0nh \u0111\u1ed9ng th\u00f4ng minh v\u00e0 k\u1ecbp th\u1eddi<\/em> (CEP).<\/p>\n\n\n\n

V\u00ed d\u1ee5:<\/em><\/strong> <\/strong>Klaviyo c\u00f3 th\u1ec3 ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3 nh\u01b0 c\u1ea3 CRM v\u00e0 CEP, cho ph\u00e9p doanh nghi\u1ec7p:<\/p>\n\n\n\n

– \u0110\u1ed3ng b\u1ed9 d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng tr\u1ef1c ti\u1ebfp t\u1eeb website, n\u1ec1n t\u1ea3ng b\u00e1n h\u00e0ng (nh\u01b0 Shopify, WooCommerce, Magento) ho\u1eb7c POS.<\/p>\n\n\n\n

– T\u1ea1o ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng \u0111\u1ed9ng cho c\u00e1c chi\u1ebfn d\u1ecbch c\u00e1 nh\u00e2n h\u00f3a (v\u00ed d\u1ee5: kh\u00e1ch h\u00e0ng c\u00f3 >3 \u0111\u01a1n h\u00e0ng, ho\u1eb7c mua h\u00e0ng trong 30 ng\u00e0y g\u1ea7n nh\u1ea5t).<\/p>\n\n\n\n

– G\u1eedi tin nh\u1eafn t\u1ef1 \u0111\u1ed9ng (ZNS, email, SMS) \u0111\u1ec3 t\u01b0\u01a1ng t\u00e1c ngay l\u1eadp t\u1ee9c trong c\u00e1c t\u00ecnh hu\u1ed1ng quan tr\u1ecdng nh\u01b0: b\u1ecf qu\u00ean gi\u1ecf h\u00e0ng ho\u1eb7c xem s\u1ea3n ph\u1ea9m nh\u01b0ng ch\u01b0a mua,…
<\/a><\/p>\n\n\n

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\"CRM<\/figure><\/div>\n\n\n

Klaviyo l\u00e0 m\u1ed9t trong nh\u1eefng n\u1ec1n t\u1ea3ng k\u1ebft h\u1ee3p CRM v\u00e0 CEP hi\u1ec7u qu\u1ea3 hi\u1ec7n nay<\/em><\/p>\n\n\n\n

6. D\u1ecbch v\u1ee5 CRM v\u00e0 CEP to\u00e0n di\u1ec7n t\u1eeb Ematic Solutions<\/strong><\/h2>\n\n\n\n

T\u1ea1i sao n\u00ean ch\u1ecdn Ematic Solutions?<\/strong><\/h3>\n\n\n\n

V\u1edbi h\u01a1n 13 n\u0103m kinh nghi\u1ec7m trong c\u1ea3 hai l\u0129nh v\u1ef1c CRM v\u00e0 CEP, Ematic Solutions t\u1ef1 h\u00e0o l\u00e0 \u0111\u01a1n v\u1ecb ti\u00ean phong trong vi\u1ec7c gi\u00fap doanh nghi\u1ec7p chuy\u1ec3n \u0111\u1ed5i d\u1eef li\u1ec7u th\u00e0nh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng th\u1ef1c t\u1ebf.<\/p>\n\n\n\n

Ematic Solutions s\u1edf h\u1eefu \u0111\u1ed9i ng\u0169 chuy\u00ean gia tr\u1ea3i r\u1ed9ng kh\u1eafp khu v\u1ef1c APAC, am hi\u1ec3u s\u00e2u s\u1eafc h\u00e0nh vi ng\u01b0\u1eddi ti\u00eau d\u00f9ng t\u1ea1i t\u1eebng th\u1ecb tr\u01b0\u1eddng, t\u1eeb \u0111\u00f3 thi\u1ebft k\u1ebf c\u00e1c chi\u1ebfn l\u01b0\u1ee3c CRM & CEP ph\u00f9 h\u1ee3p v\u1edbi \u0111\u1eb7c th\u00f9 kinh doanh v\u00e0 m\u1ee5c ti\u00eau t\u0103ng tr\u01b0\u1edfng c\u1ee7a t\u1eebng doanh nghi\u1ec7p.<\/p>\n\n\n\n

D\u1ecbch v\u1ee5 c\u1ee7a Ematic Solutions bao g\u1ed3m:<\/strong><\/h3>\n\n\n\n