{"id":10262,"date":"2023-10-05T08:00:09","date_gmt":"2023-10-05T01:00:09","guid":{"rendered":"https:\/\/vbee.ai\/blog\/?p=10262"},"modified":"2023-10-05T15:07:05","modified_gmt":"2023-10-05T08:07:05","slug":"customer-success-la-gi","status":"publish","type":"post","link":"https:\/\/vbee.ai\/blog\/customer-success-la-gi\/","title":{"rendered":"Customer Success l\u00e0 g\u00ec? \u00dd ngh\u0129a v\u00e0 c\u00e1ch tri\u1ec3n khai Customer success"},"content":{"rendered":"<p><strong>Trong b\u1ed1i c\u1ea3nh th\u1ecb tr\u01b0\u1eddng l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m nh\u01b0 hi\u1ec7n nay, ph\u1ea7n l\u1edbn c\u00e1c c\u00f4ng ty ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3 th\u01b0\u1eddng \u01b0u ti\u00ean v\u00e0 ch\u00fa tr\u1ecdng tri\u1ec3n khai c\u00e1c chi\u1ebfn l\u01b0\u1ee3c Customer Success h\u01a1n so v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh c\u1ee7a h\u1ecd. Trong b\u00e0i vi\u1ebft n\u00e0y h\u00e3y c\u00f9ng<a href=\"https:\/\/vbee.ai\/\\\"> Vbee AI<\/a> t\u00ecm hi\u1ec3u chi ti\u1ebft Customer Success l\u00e0 g\u00ec, \u00fd ngh\u0129a v\u00e0 c\u00e1ch tri\u1ec3n khai Customer success nh\u00e9!<\/strong><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_75 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">M\u1ee4C L\u1ee4C<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" 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: #999;color:#999\" 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><\/span><\/a><\/span><\/div>\n<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:\/\/vbee.ai\/blog\/customer-success-la-gi\/#Customer_Success_la_gi\" >Customer Success l\u00e0 g\u00ec?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/vbee.ai\/blog\/customer-success-la-gi\/#Tai_sao_Customer_Success_lai_quan_trong\" >T\u1ea1i sao Customer Success l\u1ea1i quan tr\u1ecdng?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/vbee.ai\/blog\/customer-success-la-gi\/#So_sanh_Customer_Success_%E2%80%93_Customer_Experience_CX_va_Customer_Support\" >So s\u00e1nh Customer Success &#8211; Customer Experience (CX) v\u00e0 Customer Support<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/vbee.ai\/blog\/customer-success-la-gi\/#Cach_trien_khai_Customer_Success\" >C\u00e1ch tri\u1ec3n khai Customer Success<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/vbee.ai\/blog\/customer-success-la-gi\/#1_Xac_dinh_chan_dung_khach_hang\" >1. X\u00e1c \u0111\u1ecbnh ch\u00e2n dung kh\u00e1ch h\u00e0ng<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/vbee.ai\/blog\/customer-success-la-gi\/#2_Xay_dung_ban_do_nhieu_hanh_trinh_cua_khach_hang\" >2. X\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 nhi\u1ec1u h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/vbee.ai\/blog\/customer-success-la-gi\/#3_Toi_uu_hoa_hanh_trinh_gioi_thieu_san_pham\" >3. T\u1ed1i \u01b0u h\u00f3a h\u00e0nh tr\u00ecnh gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/vbee.ai\/blog\/customer-success-la-gi\/#4_Xac_dinh_thanh_cong_se_nhu_the_nao_doi_voi_moi_khach_hang\" >4. X\u00e1c \u0111\u1ecbnh th\u00e0nh c\u00f4ng s\u1ebd nh\u01b0 th\u1ebf n\u00e0o \u0111\u1ed1i v\u1edbi m\u1ed7i kh\u00e1ch h\u00e0ng<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/vbee.ai\/blog\/customer-success-la-gi\/#5_Lua_chon_so_lieu_phan_anh_nhung_ket_qua_do\" >5. L\u1ef1a ch\u1ecdn s\u1ed1 li\u1ec7u ph\u1ea3n \u00e1nh nh\u1eefng k\u1ebft qu\u1ea3 \u0111\u00f3<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/vbee.ai\/blog\/customer-success-la-gi\/#6_Tan_dung_cac_giai_phap_cong_nghe\" >6. T\u1eadn d\u1ee5ng c\u00e1c gi\u1ea3i ph\u00e1p c\u00f4ng ngh\u1ec7<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Customer_Success_la_gi\"><\/span>Customer Success l\u00e0 g\u00ec?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Customer Success l\u00e0 \u0111\u1ed9ng th\u00e1i d\u1eabn \u0111\u1ebfn vi\u1ec7c kh\u00e1ch h\u00e0ng y\u00eau th\u00edch gi\u1ea3i ph\u00e1p c\u1ee7a m\u1ed9t doanh nghi\u1ec7p \u0111\u1ebfn m\u1ee9c h\u1ecd mu\u1ed1n ti\u1ebfp t\u1ee5c mua c\u00e1c s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p \u0111\u00f3 trong th\u1eddi gian d\u00e0i.<\/p>\n<p>V\u1ec1 c\u01a1 b\u1ea3n \u0111\u00f3 l\u00e0 vi\u1ec7c x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 b\u1ec1n v\u1eefng v\u00e0 hi\u1ec3u m\u1ee5c ti\u00eau c\u1ee7a kh\u00e1ch h\u00e0ng. Customer Success l\u00e0 n\u01a1i m\u1ed7i t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng mang l\u1ea1i c\u01a1 h\u1ed9i cho s\u1ef1 tham gia s\u00e2u s\u1eafc h\u01a1n v\u00e0 c\u00f3 \u00fd ngh\u0129a h\u01a1n.<\/p>\n<figure id=\"attachment_10272\" aria-describedby=\"caption-attachment-10272\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-10272 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/customer-success-la-gi-0.jpg\" alt=\"Customer Success ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau v\u00e0 k\u1ef3 v\u1ecdng h\u1ecd mong mu\u1ed1n (Ngu\u1ed3n: Freepik)\" width=\"768\" height=\"461\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/customer-success-la-gi-0.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/customer-success-la-gi-0-666x400.jpg 666w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-10272\" class=\"wp-caption-text\">Customer Success ch\u1ec9 \u0111\u01a1n gi\u1ea3n l\u00e0 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau v\u00e0 k\u1ef3 v\u1ecdng h\u1ecd mong mu\u1ed1n (Ngu\u1ed3n: Freepik)<\/figcaption><\/figure>\n<p>\u0110\u1ec3 tri\u1ec3n khai Customer Success th\u00e0nh c\u00f4ng, c\u00e1c qu\u1ea3n l\u00fd b\u1ed9 ph\u1eadn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (Customer Success Manager) v\u00e0 nh\u00e2n vi\u00ean n\u00ean ch\u1ee7 \u0111\u1ed9ng k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng trong su\u1ed1t v\u00f2ng \u0111\u1eddi c\u1ee7a h\u1ecd v\u1edbi c\u00f4ng ty, doanh nghi\u1ec7p.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Tai_sao_Customer_Success_lai_quan_trong\"><\/span>T\u1ea1i sao Customer Success l\u1ea1i quan tr\u1ecdng?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>N\u00f3i m\u1ed9t c\u00e1ch \u0111\u01a1n gi\u1ea3n, Customer Success gi\u00fap c\u00e1c doanh nghi\u1ec7p &#8220;m\u1edf kh\u00f3a gi\u00e1 tr\u1ecb&#8221; t\u1eeb c\u00e1c gi\u1ea3i ph\u00e1p c\u1ee7a h\u1ecd v\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c ROI t\u1ed1t. Khi c\u00e1c team Customer Success gi\u00fap ng\u01b0\u1eddi mua ho\u00e0n th\u00e0nh m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd, r\u00f5 r\u00e0ng l\u00e0 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 \u0111\u00f3 cung c\u1ea5p gi\u00e1 tr\u1ecb cho ng\u01b0\u1eddi d\u00f9ng. K\u1ebft qu\u1ea3 l\u00e0:<\/p>\n<ul>\n<li>T\u0103ng c\u01b0\u1eddng m\u1ed1i quan h\u1ec7 v\u1edbi gi\u1eefa c\u00e1c b\u00ean<\/li>\n<li>X\u00e2y d\u1ef1ng ni\u1ec1m tin v\u1edbi kh\u00e1ch h\u00e0ng<\/li>\n<li>D\u1eabn \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng cao h\u01a1n<\/li>\n<\/ul>\n<p>C\u00e1c t\u01b0\u01a1ng t\u00e1c Customer Success c\u0169ng cho ph\u00e9p doanh nghi\u1ec7p thu th\u1eadp c\u00e1c hi\u1ec3u bi\u1ebft c\u00f3 gi\u00e1 tr\u1ecb v\u1ec1 kh\u00e1ch h\u00e0ng, c\u00f3 th\u1ec3 mang l\u1ea1i l\u1ee3i \u00edch cho to\u00e0n b\u1ed9 t\u1ed5 ch\u1ee9c: s\u1ea3n ph\u1ea9m, marketing, b\u00e1n h\u00e0ng,&#8230;. Doanh nghi\u1ec7p c\u00e0ng t\u00ecm hi\u1ec3u v\u1ec1 kh\u00e1ch h\u00e0ng v\u00e0 nhu c\u1ea7u c\u1ee7a h\u1ecd, c\u00e0ng c\u00f3 th\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m ch\u1ea5t l\u01b0\u1ee3ng t\u1ed1t h\u01a1n v\u00e0 t\u1ea1o ra v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng l\u00e0nh m\u1ea1nh h\u01a1n.<\/p>\n<p>Th\u00e0nh c\u00f4ng c\u1ee7a m\u1ed9t doanh nghi\u1ec7p g\u1eafn li\u1ec1n v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd &#8211; th\u00f4ng qua doanh s\u1ed1 b\u00e1n h\u00e0ng, doanh thu v\u00e0 t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n. Kh\u00e1ch h\u00e0ng mua s\u1eafm \u0111\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m vui v\u1ebb c\u00e0ng trung th\u00e0nh v\u00e0 \u1ee7ng h\u1ed9 c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p l\u00e2u d\u00e0i h\u01a1n.<\/p>\n<figure id=\"attachment_10273\" aria-describedby=\"caption-attachment-10273\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-10273 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/customer-success-la-gi-1.jpg\" alt=\"Customer Success gi\u00fap doanh nghi\u1ec7p &quot;m\u1edf kh\u00f3a gi\u00e1 tr\u1ecb&quot; c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd t\u1ed1t h\u01a1n (Ngu\u1ed3n: Freepik)\" width=\"768\" height=\"506\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/customer-success-la-gi-1.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/customer-success-la-gi-1-607x400.jpg 607w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-10273\" class=\"wp-caption-text\">Customer Success gi\u00fap doanh nghi\u1ec7p &#8220;m\u1edf kh\u00f3a gi\u00e1 tr\u1ecb&#8221; c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 c\u1ee7a h\u1ecd t\u1ed1t h\u01a1n (Ngu\u1ed3n: Freepik)<\/figcaption><\/figure>\n<h2><span class=\"ez-toc-section\" id=\"So_sanh_Customer_Success_%E2%80%93_Customer_Experience_CX_va_Customer_Support\"><\/span>So s\u00e1nh Customer Success &#8211; Customer Experience (CX) v\u00e0 Customer Support<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Customer Success v\u00e0 Customer Experience (CX) l\u00e0 c\u00e1c kh\u00e1i ni\u1ec7m \u0111\u01b0\u1ee3c li\u00ean k\u1ebft ch\u1eb7t ch\u1ebd v\u1edbi nhau. \u0110i\u1ec3m kh\u00e1c gi\u1eefa Customer Success v\u00e0 Customer Experience (CX) l\u00e0 m\u1ed9t b\u00ean t\u1eadp trung v\u00e0o k\u1ebft qu\u1ea3 c\u1ee7a kh\u00e1ch h\u00e0ng (kh\u00e1ch h\u00e0ng c\u00f3 nh\u1eadn \u0111\u01b0\u1ee3c nh\u1eefng g\u00ec h\u1ecd mong mu\u1ed1n khi t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u, doanh nghi\u1ec7p hay kh\u00f4ng). Trong khi \u0111\u00f3 b\u00ean c\u00f2n l\u1ea1i t\u1eadp trung v\u00e0o c\u1ea3m t\u00ednh c\u1ee7a kh\u00e1ch h\u00e0ng (h\u1ecd c\u00f3 h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m hay d\u1ecbch v\u1ee5 hay kh\u00f4ng).<\/p>\n<p>H\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng (Customer Support) c\u0169ng \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong s\u1ef1 th\u00e0nh c\u00f4ng c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3 c\u00f3 th\u1ec3 bi\u1ebft \u0111\u01b0\u1ee3c nh\u1eefng g\u00ec h\u1ecd c\u1ea7n l\u00e0m v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u00f3 th\u1ec3 bi\u1ebfn t\u01b0\u01a1ng t\u00e1c ti\u00eau c\u1ef1c v\u1edbi kh\u00e1ch h\u00e0ng th\u00e0nh k\u1ebft qu\u1ea3 t\u00edch c\u1ef1c. \u0110\u00f3 l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 quan tr\u1ecdng \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o r\u1eb1ng kh\u00e1ch h\u00e0ng \u0111\u1ea1t \u0111\u01b0\u1ee3c k\u1ebft qu\u1ea3 cho d\u00f9 th\u00f4ng qua c\u00e1c k\u00eanh t\u1ef1 ph\u1ee5c v\u1ee5 nh\u01b0 c\u00e1c trang FAQ hay c\u00e1c d\u1ecbch v\u1ee5 tr\u1ea3 ti\u1ec1n nh\u01b0 h\u1ed7 tr\u1ee3 qua \u0111i\u1ec7n tho\u1ea1i.<\/p>\n<p>\u0110i\u1ec3m kh\u00e1c l\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng mang t\u00ednh ph\u1ea3n \u1ee9ng v\u00e0 b\u1ecb \u0111\u1ed9ng, c\u00f2n Customer Success l\u00e0 m\u1ed9t m\u1ed1i quan h\u1ec7 ch\u1ee7 \u0111\u1ed9ng.<\/p>\n<p>M\u1ed9t chi\u1ebfn l\u01b0\u1ee3c Customer Success th\u00e0nh c\u00f4ng s\u1ebd bao g\u1ed3m c\u1ea3 Customer Experience (tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng) v\u00e0 Customer Support (h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng) \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau v\u00e0 nh\u1eadn ra gi\u00e1 tr\u1ecb trong c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh c\u1ee7a doanh nghi\u1ec7p.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Cach_trien_khai_Customer_Success\"><\/span>C\u00e1ch tri\u1ec3n khai Customer Success<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Chi\u1ebfn l\u01b0\u1ee3c Customer Success hi\u1ec7u qu\u1ea3 li\u00ean quan \u0111\u1ebfn vi\u1ec7c h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng \u1edf m\u1ecdi b\u01b0\u1edbc trong qu\u00e1 tr\u00ecnh ra quy\u1ebft \u0111\u1ecbnh c\u1ee7a h\u1ecd cho \u0111\u1ebfn h\u00e0nh tr\u00ecnh sau b\u00e1n h\u00e0ng \u0111\u1ec3 gi\u00fap h\u1ecd \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau v\u00e0 k\u1ef3 v\u1ecdng nh\u01b0 mong mu\u1ed1n. \u0110i\u1ec1u n\u00e0y \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i b\u00e1m s\u00e1t kh\u00e1ch h\u00e0ng tr\u01b0\u1edbc khi qu\u00e1 tr\u00ecnh b\u00e1n h\u00e0ng b\u1eaft \u0111\u1ea7u v\u00e0 ho\u00e0n t\u1ea5t cho \u0111\u1ebfn khi kh\u00e1ch h\u00e0ng ho\u00e0n to\u00e0n h\u00e0i l\u00f2ng v\u1edbi k\u1ebft qu\u1ea3 m\u00e0 h\u1ecd nh\u1eadn \u0111\u01b0\u1ee3c.<\/p>\n<p>Hi\u1ec3u \u0111\u1ea7y \u0111\u1ee7 v\u1ec1 n\u0103ng l\u1ef1c tri\u1ec3n khai chi\u1ebfn l\u01b0\u1ee3c th\u00e0nh c\u00f4ng c\u1ee7a kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 c\u00e1c m\u1ee5c ti\u00eau m\u00e0 h\u1ecd mong mu\u1ed1n v\u00e0 l\u00fd do t\u1ea1i sao l\u00e0 m\u1ed9t c\u00e1ch th\u00edch h\u1ee3p \u0111\u1ec3 b\u1eaft \u0111\u1ea7u x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c Customer Success gi\u00fap doanh nghi\u1ec7p th\u00e0nh c\u00f4ng.<\/p>\n<figure id=\"attachment_10274\" aria-describedby=\"caption-attachment-10274\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-10274 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/customer-success-la-gi-2.jpg\" alt=\"X\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c Customer Success \u0111\u1ec3 t\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng (Ngu\u1ed3n: Freepik)\" width=\"768\" height=\"511\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/customer-success-la-gi-2.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/customer-success-la-gi-2-601x400.jpg 601w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-10274\" class=\"wp-caption-text\">X\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c Customer Success \u0111\u1ec3 t\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng (Ngu\u1ed3n: Freepik)<\/figcaption><\/figure>\n<h3><span class=\"ez-toc-section\" id=\"1_Xac_dinh_chan_dung_khach_hang\"><\/span>1. X\u00e1c \u0111\u1ecbnh ch\u00e2n dung kh\u00e1ch h\u00e0ng<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>M\u1ed9t doanh nghi\u1ec7p hay th\u01b0\u01a1ng hi\u1ec7u kh\u00f4ng th\u1ec3 cung c\u1ea5p tr\u1ea3i tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t n\u1ebfu h\u1ecd kh\u00f4ng hi\u1ec3u kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau c\u1ee7a m\u00ecnh. Ch\u00e2n dung ng\u01b0\u1eddi mua gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh t\u1ec7p kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 t\u00ecm ra c\u00e1ch thu h\u00fat kh\u00e1ch \u0111\u1ebfn v\u1edbi d\u1ecbch v\u1ee5 v\u00e0 s\u1ea3n ph\u1ea9m \u0111\u00f3.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_Xay_dung_ban_do_nhieu_hanh_trinh_cua_khach_hang\"><\/span>2. X\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 nhi\u1ec1u h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>M\u1ed7i kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau s\u1ebd c\u00f3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ri\u00eang c\u1ee7a h\u1ecd. Khi hi\u1ec3u kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh l\u00e0 ai, mu\u1ed1n thu h\u00fat ai v\u00e0 c\u00e1ch chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng nh\u01b0 th\u1ebf n\u00e0o, \u0111\u00e3 \u0111\u1ebfn l\u00fac doanh nghi\u1ec7p v\u1ea1ch ra h\u00e0nh tr\u00ecnh \u0111\u01b0a kh\u00e1ch h\u00e0ng \u0111\u1ebfn \u0111\u00f3. X\u00e2y d\u1ef1ng h\u00e0nh tr\u00ecnh n\u00e0y d\u1ef1a tr\u00ean ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng c\u0169ng nh\u01b0 m\u1ee5c ti\u00eau c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng.<\/p>\n<p>N\u1ebfu doanh nghi\u1ec7p hi\u1ec3u \u0111\u01b0\u1ee3c h\u00e0nh tr\u00ecnh c\u01a1 b\u1ea3n m\u00e0 kh\u00e1ch h\u00e0ng theo d\u00f5i t\u1eeb khi kh\u00e1m ph\u00e1 s\u1ea3n ph\u1ea9m \u0111\u1ebfn khi mua s\u1ea3n ph\u1ea9m \u0111\u00f3 v\u00e0 cu\u1ed1i c\u00f9ng tr\u1edf th\u00e0nh ng\u01b0\u1eddi d\u00f9ng trung th\u00e0nh, \u0111i\u1ec1u \u0111\u00f3 s\u1ebd gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng to\u00e0n b\u1ed9 tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"3_Toi_uu_hoa_hanh_trinh_gioi_thieu_san_pham\"><\/span>3. T\u1ed1i \u01b0u h\u00f3a h\u00e0nh tr\u00ecnh gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>L\u00e0m quen v\u1edbi m\u1ed9t s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 m\u1edbi kh\u00f4ng bao gi\u1edd l\u00e0 d\u1ec5 d\u00e0ng. \u0110\u1ea3m b\u1ea3o h\u00e0nh tr\u00ecnh gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u h\u00f3a \u0111\u1ec3 mang l\u1ea1i gi\u00e1 tr\u1ecb cao nh\u1ea5t c\u00f3 th\u1ec3 t\u1ea1i m\u1ed7i \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng. S\u1eed d\u1ee5ng c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n m\u00e0 doanh nghi\u1ec7p c\u00f3 \u0111\u01b0\u1ee3c \u0111\u1ec3 t\u00ecm ra c\u00e1c ph\u1ea7n c\u1ea7n t\u1eadp trung. C\u00e0ng d\u1ec5 th\u00edch nghi v\u1edbi m\u1ed9t s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 m\u1edbi, t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng quay l\u1ea1i mua h\u00e0ng c\u00e0ng cao.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"4_Xac_dinh_thanh_cong_se_nhu_the_nao_doi_voi_moi_khach_hang\"><\/span>4. X\u00e1c \u0111\u1ecbnh th\u00e0nh c\u00f4ng s\u1ebd nh\u01b0 th\u1ebf n\u00e0o \u0111\u1ed1i v\u1edbi m\u1ed7i kh\u00e1ch h\u00e0ng<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Kh\u00e1ch h\u00e0ng m\u1edbi c\u1ea7n th\u1ef1c hi\u1ec7n nh\u1eefng g\u00ec \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd khi s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5, s\u1ea3n ph\u1ea9m c\u1ee7a doanh nghi\u1ec7p? Doanh nghi\u1ec7p v\u00e0 th\u01b0\u01a1ng hi\u1ec7u c\u1ea7n \u0111\u1ea3m b\u1ea3o x\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c k\u1ebft qu\u1ea3 n\u00e0o c\u00f3 l\u1ee3i cho t\u1eebng \u0111\u1ed1i t\u01b0\u1ee3ng m\u1ee5c ti\u00eau \u0111\u1ec3 k\u1ebft h\u1ee3p v\u00e0o chi\u1ebfn l\u01b0\u1ee3c Customer Success.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"5_Lua_chon_so_lieu_phan_anh_nhung_ket_qua_do\"><\/span>5. L\u1ef1a ch\u1ecdn s\u1ed1 li\u1ec7u ph\u1ea3n \u00e1nh nh\u1eefng k\u1ebft qu\u1ea3 \u0111\u00f3<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u0110\u1ec3 c\u00f3 th\u1ec3 &#8220;\u0111\u1ecbnh l\u01b0\u1ee3ng&#8221; th\u00e0nh c\u00f4ng c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 doanh nghi\u1ec7p ph\u1ea3i t\u00ecm ra c\u00e1c s\u1ed1 li\u1ec7u c\u1ea7n s\u1eed d\u1ee5ng \u0111\u1ec3 v\u1ea1ch ra ch\u00ednh x\u00e1c m\u1ee9c \u0111\u1ed9 th\u00e0nh c\u00f4ng c\u1ee7a kh\u00e1ch h\u00e0ng \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn l\u1ee3i nhu\u1eadn nh\u01b0 th\u1ebf n\u00e0o. Cho d\u00f9 \u0111\u00f3 l\u00e0 t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n v\u00e0 r\u1eddi b\u1ecf, c\u1ea7n \u0111\u1ea3m b\u1ea3o doanh nghi\u1ec7p c\u00f3 th\u1ec3 ph\u00e2n t\u00edch s\u1ef1 th\u00e0nh c\u00f4ng t\u1eeb chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a m\u00ecnh m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"6_Tan_dung_cac_giai_phap_cong_nghe\"><\/span>6. T\u1eadn d\u1ee5ng c\u00e1c gi\u1ea3i ph\u00e1p c\u00f4ng ngh\u1ec7<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>B\u1eb1ng c\u00e1ch t\u1eadn d\u1ee5ng c\u00e1c gi\u1ea3i ph\u00e1p c\u00f4ng ngh\u1ec7 nh\u01b0 Vbee AICall, n\u1ec1n t\u1ea3ng cung c\u1ea5p t\u00ednh n\u0103ng h\u1ed7 tr\u1ee3 v\u00e0 tr\u00f2 chuy\u1ec7n tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng b\u1eb1ng gi\u1ecdng n\u00f3i trong th\u1eddi gian th\u1ef1c, c\u00f3 th\u1ec3 gi\u00fap doanh nghi\u1ec7p k\u1ebft n\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng khi h\u1ecd s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh, v\u1eeba h\u1ed7 tr\u1ee3 v\u00e0 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 x\u00e2y d\u1ef1ng v\u00e0 tri\u1ec3n khai c\u00e1c chi\u1ebfn l\u01b0\u1ee3c Customer Success th\u00e0nh c\u00f4ng h\u01a1n.<\/p>\n<p>Nh\u01b0 v\u1eady b\u00e0i vi\u1ebft tr\u00ean \u0111\u00e2y Vbee AI v\u1eeba gi\u1ea3i \u0111\u00e1p cho b\u1ea1n c\u00e1c th\u00f4ng tin h\u1eefu \u00edch li\u00ean quan \u0111\u1ebfn Customer Success l\u00e0 g\u00ec? \u00dd ngh\u0129a c\u0169ng nh\u01b0 c\u00e1ch tri\u1ec3n khai Customer success th\u00e0nh c\u00f4ng. Ngo\u00e0i ra b\u1ea1n \u0111\u1ecdc c\u00f3 th\u1ec3 tham kh\u1ea3o th\u00eam m\u1ed9t s\u1ed1 b\u00e0i vi\u1ebft \u0111\u00e3 c\u00f3 \u0111\u1ec3 t\u00ecm hi\u1ec3u th\u00eam h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec nh\u00e9.<\/p>\n<p>Ngu\u1ed3n tham kh\u1ea3o:<\/p>\n<ul>\n<li>Zendesk (tham kh\u1ea3o ng\u00e0y 13\/08\/2023), Customer success: A guide to what it is and why it matters. C\u00f3 t\u1ea1i: https:\/\/www.zendesk.com\/blog\/customer-success-win-win\/<\/li>\n<li>Qualtrics (tham kh\u1ea3o ng\u00e0y 13\/08\/2023), Customer success: definition, strategy and best practices. C\u00f3 t\u1ea1i: https:\/\/www.qualtrics.com\/au\/experience-management\/customer\/customer-success\/<\/li>\n<li>Paddle (tham kh\u1ea3o ng\u00e0y 13\/08\/2023), How to construct a customer success strategy with clearly-defined personas, customer journeys, and success metrics. C\u00f3 t\u1ea1i: https:\/\/www.paddle.com\/resources\/customer-success-strategy<\/li>\n<\/ul>\n\n\n<div class=\"kk-star-ratings kksr-auto kksr-align-left kksr-valign-bottom\"\n    data-payload='{&quot;align&quot;:&quot;left&quot;,&quot;id&quot;:&quot;10262&quot;,&quot;slug&quot;:&quot;default&quot;,&quot;valign&quot;:&quot;bottom&quot;,&quot;ignore&quot;:&quot;&quot;,&quot;reference&quot;:&quot;auto&quot;,&quot;class&quot;:&quot;&quot;,&quot;count&quot;:&quot;1&quot;,&quot;legendonly&quot;:&quot;&quot;,&quot;readonly&quot;:&quot;&quot;,&quot;score&quot;:&quot;5&quot;,&quot;starsonly&quot;:&quot;&quot;,&quot;best&quot;:&quot;5&quot;,&quot;gap&quot;:&quot;5&quot;,&quot;greet&quot;:&quot;\u0110\u00e1nh gi\u00e1 b\u00e0i vi\u1ebft&quot;,&quot;legend&quot;:&quot;5\\\/5 - (1 b\u00ecnh ch\u1ecdn)&quot;,&quot;size&quot;:&quot;24&quot;,&quot;title&quot;:&quot;Customer Success l\u00e0 g\u00ec? \u00dd ngh\u0129a v\u00e0 c\u00e1ch tri\u1ec3n khai Customer success&quot;,&quot;width&quot;:&quot;142.5&quot;,&quot;_legend&quot;:&quot;{score}\\\/{best} - ({count} {votes})&quot;,&quot;font_factor&quot;:&quot;1.25&quot;}'>\n            \n<div class=\"kksr-stars\">\n    \n<div class=\"kksr-stars-inactive\">\n            <div class=\"kksr-star\" data-star=\"1\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"2\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"3\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"4\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"5\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n    \n<div class=\"kksr-stars-active\" style=\"width: 142.5px;\">\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                \n\n<div class=\"kksr-legend\" style=\"font-size: 19.2px;\">\n            5\/5 - (1 b\u00ecnh ch\u1ecdn)    <\/div>\n    <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Trong b\u1ed1i c\u1ea3nh th\u1ecb tr\u01b0\u1eddng l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m nh\u01b0 hi\u1ec7n nay, ph\u1ea7n l\u1edbn c\u00e1c c\u00f4ng ty ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3 th\u01b0\u1eddng \u01b0u ti\u00ean v\u00e0 ch\u00fa tr\u1ecdng tri\u1ec3n khai c\u00e1c chi\u1ebfn l\u01b0\u1ee3c Customer Success h\u01a1n so v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh c\u1ee7a h\u1ecd. Trong b\u00e0i vi\u1ebft n\u00e0y h\u00e3y c\u00f9ng Vbee AI t\u00ecm hi\u1ec3u [&#8230;]\n","protected":false},"author":6,"featured_media":10272,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[99],"tags":[],"class_list":["post-10262","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ky-nang-ban-hang"],"_links":{"self":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/10262","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/comments?post=10262"}],"version-history":[{"count":12,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/10262\/revisions"}],"predecessor-version":[{"id":11439,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/10262\/revisions\/11439"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/media\/10272"}],"wp:attachment":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/media?parent=10262"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/categories?post=10262"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/tags?post=10262"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}