{"id":150,"date":"2026-04-04T06:38:57","date_gmt":"2026-04-04T06:38:57","guid":{"rendered":"https:\/\/www.hi-posts.com\/vn\/collaborating-stakeholders-better-journey-maps\/"},"modified":"2026-04-04T06:38:57","modified_gmt":"2026-04-04T06:38:57","slug":"collaborating-stakeholders-better-journey-maps","status":"publish","type":"post","link":"https:\/\/www.hi-posts.com\/vn\/collaborating-stakeholders-better-journey-maps\/","title":{"rendered":"H\u1ee3p t\u00e1c v\u1edbi c\u00e1c b\u00ean li\u00ean quan \u0111\u1ec3 t\u1ea1o b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh t\u1ed1t h\u01a1n"},"content":{"rendered":"

Vi\u1ec7c t\u1ea1o b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng th\u01b0\u1eddng \u0111\u01b0\u1ee3c xem nh\u01b0 m\u1ed9t b\u00e0i t\u1eadp thi\u1ebft k\u1ebf. N\u00f3 bao g\u1ed3m vi\u1ec7c d\u00e1n c\u00e1c mi\u1ebfng gi\u1ea5y nh\u1edb l\u00ean t\u01b0\u1eddng v\u00e0 v\u1ebd \u0111\u01b0\u1eddng n\u1ed1i gi\u1eefa c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac. Tuy nhi\u00ean, b\u1ea3n \u0111\u1ed3 ch\u00ednh x\u00e1c nh\u1ea5t kh\u00f4ng \u0111\u01b0\u1ee3c v\u1ebd m\u1ed9t c\u00e1ch c\u00f4 l\u1eadp. N\u00f3 \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng d\u1ef1a tr\u00ean s\u1ef1 th\u1ea5u hi\u1ec3u t\u1eadp th\u1ec3 c\u1ee7a nh\u1eefng ng\u01b0\u1eddi giao ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng m\u1ed7i ng\u00e0y. Khi c\u00e1c ph\u00f2ng ban ho\u1ea1t \u0111\u1ed9ng ri\u00eang l\u1ebb, b\u1ea3n \u0111\u1ed3 k\u1ebft qu\u1ea3 ph\u1ea3n \u00e1nh m\u1ed9t c\u00e1i nh\u00ecn r\u1eddi r\u1ea1c v\u1ec1 th\u1ef1c t\u1ebf. H\u1ee3p t\u00e1c s\u1ebd l\u1ea5p \u0111\u1ea7y kho\u1ea3ng c\u00e1ch n\u00e0y, bi\u1ebfn m\u1ed9t s\u01a1 \u0111\u1ed3 t\u0129nh th\u00e0nh m\u1ed9t t\u00e0i li\u1ec7u s\u1ed1ng \u0111\u1ed9ng, th\u00fac \u0111\u1ea9y s\u1ef1 th\u1ed1ng nh\u1ea5t th\u1ef1c s\u1ef1 trong t\u1ed5 ch\u1ee9c.<\/p>\n

H\u01b0\u1edbng d\u1eabn n\u00e0y kh\u00e1m ph\u00e1 c\u00e1ch k\u1ebft h\u1ee3p c\u00e1c \u0111\u1ed9i ng\u0169 li\u00ean ch\u1ee9c n\u0103ng l\u1ea1i v\u1edbi nhau \u0111\u1ec3 t\u1ea1o ra c\u00e1c b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh ch\u00ednh x\u00e1c, c\u00f3 th\u1ec3 h\u00e0nh \u0111\u1ed9ng \u0111\u01b0\u1ee3c v\u00e0 \u0111\u01b0\u1ee3c chia s\u1ebb r\u1ed9ng r\u00e3i trong t\u1ed5 ch\u1ee9c. Ch\u00fang ta s\u1ebd \u0111i xa h\u01a1n kh\u1ecfi c\u00e1c kh\u00eda c\u1ea1nh k\u1ef9 thu\u1eadt c\u1ee7a vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 \u0111\u1ec3 th\u1ea3o lu\u1eadn v\u1ec1 c\u00e1c y\u1ebfu t\u1ed1 \u0111\u1ed9ng l\u1ef1c con ng\u01b0\u1eddi c\u1ea7n thi\u1ebft \u0111\u1ec3 duy tr\u00ec n\u1ed7 l\u1ef1c n\u00e0y.<\/p>\n

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\"Hand-drawn<\/figure>\n<\/div>\n

\ud83c\udfd7\ufe0f T\u1ea1i sao s\u1ef1 t\u00e1ch bi\u1ec7t d\u1eabn \u0111\u1ebfn thi\u1ebfu ch\u00ednh x\u00e1c<\/h2>\n

Khi m\u1ed9t \u0111\u1ed9i duy nh\u1ea5t t\u1ea1o b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh m\u00e0 kh\u00f4ng c\u00f3 s\u1ef1 \u0111\u00f3ng g\u00f3p t\u1eeb c\u00e1c b\u00ean kh\u00e1c, k\u1ebft qu\u1ea3 th\u01b0\u1eddng l\u00e0 m\u1ed9t s\u1ef1 suy \u0111o\u00e1n thay v\u00ec ph\u1ea3n \u00e1nh th\u1ef1c t\u1ebf. B\u1ed9 ph\u1eadn Marketing c\u00f3 th\u1ec3 cho r\u1eb1ng h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u t\u1eeb m\u1ed9t l\u1ea7n nh\u1ea5p v\u00e0o qu\u1ea3ng c\u00e1o. B\u00e1n h\u00e0ng c\u00f3 th\u1ec3 tin r\u1eb1ng h\u00e0nh tr\u00ecnh b\u1eaft \u0111\u1ea7u t\u1eeb m\u1ed9t y\u00eau c\u1ea7u d\u00f9ng th\u1eed. B\u1ed9 ph\u1eadn H\u1ed7 tr\u1ee3 bi\u1ebft r\u1eb1ng h\u00e0nh tr\u00ecnh th\u01b0\u1eddng b\u1eaft \u0111\u1ea7u t\u1eeb m\u1ed9t \u0111i\u1ec3m th\u1ea5t v\u1ecdng x\u1ea3y ra c\u00e1ch \u0111\u00f3 v\u00e0i tu\u1ea7n. Kh\u00f4ng c\u00f3 s\u1ef1 h\u1ee3p t\u00e1c, nh\u1eefng quan \u0111i\u1ec3m n\u00e0y s\u1ebd v\u1eabn t\u00e1ch bi\u1ec7t nhau.<\/p>\n

S\u1ef1 t\u00e1ch bi\u1ec7t t\u1ea1o ra m\u1ed9t s\u1ed1 r\u1ee7i ro c\u1ee5 th\u1ec3:<\/p>\n

    \n
  • Kho\u1ea3ng tr\u1ed1ng nh\u00ecn th\u1ea5y:<\/strong>M\u1ed9t ph\u00f2ng ban c\u00f3 th\u1ec3 kh\u00f4ng nh\u1eadn ra c\u00e1c b\u01b0\u1edbc x\u1ea3y ra tr\u01b0\u1edbc ho\u1eb7c sau \u0111i\u1ec3m ti\u1ebfp x\u00fac tr\u1ef1c ti\u1ebfp c\u1ee7a h\u1ecd.<\/li>\n
  • Nh\u1eefng c\u00e2u chuy\u1ec7n m\u00e2u thu\u1eabn:<\/strong>Marketing c\u00f3 th\u1ec3 h\u1ee9a h\u1eb9n t\u1ed1c \u0111\u1ed9, trong khi V\u1eadn h\u00e0nh h\u1ee9a h\u1eb9n s\u1ef1 c\u1ea9n tr\u1ecdng. Kh\u00e1ch h\u00e0ng s\u1ebd tr\u1ea3i nghi\u1ec7m s\u1ef1 m\u00e2u thu\u1eabn gi\u1eefa nh\u1eefng l\u1eddi h\u1ee9a n\u00e0y.<\/li>\n
  • Thi\u1ebfu tr\u00e1ch nhi\u1ec7m:<\/strong>N\u1ebfu c\u00e1c b\u00ean li\u00ean quan kh\u00f4ng tham gia v\u00e0o qu\u00e1 tr\u00ecnh t\u1ea1o b\u1ea3n \u0111\u1ed3, h\u1ecd s\u1ebd \u00edt c\u00f3 kh\u1ea3 n\u0103ng h\u00e0nh \u0111\u1ed9ng d\u1ef1a tr\u00ean nh\u1eefng th\u00f4ng tin \u0111\u01b0\u1ee3c r\u00fat ra t\u1eeb b\u1ea3n \u0111\u1ed3.<\/li>\n
  • Kho\u1ea3ng tr\u1ed1ng d\u1eef li\u1ec7u:<\/strong>D\u1eef li\u1ec7u \u0111\u1ecbnh l\u01b0\u1ee3ng th\u01b0\u1eddng n\u1eb1m trong ph\u00e2n t\u00edch, trong khi d\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh n\u1eb1m trong c\u00e1c phi\u1ebfu h\u1ed7 tr\u1ee3. H\u1ee3p t\u00e1c s\u1ebd k\u1ebft h\u1ee3p hai ngu\u1ed3n n\u00e0y l\u1ea1i v\u1edbi nhau.<\/li>\n<\/ul>\n

    M\u1ed9t c\u00e1ch ti\u1ebfp c\u1eadn h\u1ee3p t\u00e1c \u0111\u1ea3m b\u1ea3o r\u1eb1ng b\u1ea3n \u0111\u1ed3 ph\u1ea3n \u00e1nh to\u00e0n b\u1ed9 v\u00f2ng \u0111\u1eddi m\u1ed1i quan h\u1ec7, ch\u1ee9 kh\u00f4ng ch\u1ec9 l\u00e0 ph\u1ea7n v\u00f2ng \u0111\u1eddi m\u00e0 m\u1ed9t \u0111\u1ed9i ki\u1ec3m so\u00e1t.<\/p>\n

    \ud83d\udc65 X\u00e1c \u0111\u1ecbnh c\u00e1c b\u00ean li\u00ean quan ph\u00f9 h\u1ee3p<\/h2>\n

    Kh\u00f4ng ph\u1ea3i m\u1ecdi b\u00ean li\u00ean quan n\u00e0o c\u0169ng c\u1ea7n c\u00f3 m\u1eb7t trong m\u1ecdi ph\u00f2ng cho m\u1ed7i bu\u1ed5i h\u1ecdp, nh\u01b0ng m\u1ecdi ti\u1ebfng n\u00f3i quan tr\u1ecdng \u0111\u1ec1u ph\u1ea3i \u0111\u01b0\u1ee3c l\u1eafng nghe \u1edf m\u1ed9t th\u1eddi \u0111i\u1ec3m n\u00e0o \u0111\u00f3. M\u1ee5c ti\u00eau l\u00e0 c\u00e2n b\u1eb1ng gi\u1eefa s\u1ef1 \u0111\u1ea1i di\u1ec7n v\u00e0 hi\u1ec7u qu\u1ea3. M\u1eddi t\u1ea5t c\u1ea3 m\u1ecdi ng\u01b0\u1eddi t\u1eeb \u0111\u1ea7u c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn t\u00ecnh tr\u1ea1ng \u0111\u00ecnh tr\u1ec7 trong ra quy\u1ebft \u0111\u1ecbnh.<\/p>\n

    D\u01b0\u1edbi \u0111\u00e2y l\u00e0 nh\u1eefng vai tr\u00f2 ch\u00ednh th\u01b0\u1eddng c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u1ea1i di\u1ec7n \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t b\u1ee9c tranh to\u00e0n di\u1ec7n:<\/p>\n

      \n
    • H\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng:<\/strong> H\u1ecd nghe th\u1ea5y nh\u1eefng khi\u1ebfu n\u1ea1i v\u00e0 c\u00e2u h\u1ecfi. H\u1ecd bi\u1ebft kh\u00e1ch h\u00e0ng th\u01b0\u1eddng b\u1ecb m\u1eafc k\u1eb9t \u1edf \u0111\u00e2u nhi\u1ec1u nh\u1ea5t.<\/li>\n
    • B\u00e1n h\u00e0ng:<\/strong> H\u1ecd hi\u1ec3u \u0111\u01b0\u1ee3c \u0111\u1ed9ng l\u1ef1c th\u00fac \u0111\u1ea9y s\u1ef1 quan t\u00e2m ban \u0111\u1ea7u v\u00e0 nh\u1eefng ph\u1ea3n \u0111\u1ed1i g\u00e2y ra c\u0103ng th\u1eb3ng trong qu\u00e1 tr\u00ecnh \u0111\u00e0m ph\u00e1n.<\/li>\n
    • Qu\u1ea3n l\u00fd s\u1ea3n ph\u1ea9m:<\/strong> H\u1ecd ch\u1ecbu tr\u00e1ch nhi\u1ec7m v\u1ec1 ch\u1ee9c n\u0103ng c\u1ed1t l\u00f5i v\u00e0 l\u1ed9 tr\u00ecnh ph\u00e1t tri\u1ec3n, bi\u1ebft \u0111\u01b0\u1ee3c \u0111i\u1ec1u g\u00ec l\u00e0 kh\u1ea3 thi v\u00e0 \u0111i\u1ec1u g\u00ec \u0111ang \u0111\u01b0\u1ee3c l\u00ean k\u1ebf ho\u1ea1ch.<\/li>\n
    • Marketing:<\/strong> H\u1ecd qu\u1ea3n l\u00fd th\u00f4ng \u0111i\u1ec7p v\u00e0 c\u00e1c k\u00eanh \u0111\u01b0a kh\u00e1ch h\u00e0ng \u0111\u1ebfn c\u1eeda.<\/li>\n
    • T\u00e0i ch\u00ednh:<\/strong> H\u1ecd hi\u1ec3u \u0111\u01b0\u1ee3c chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng v\u00e0 gi\u00e1 tr\u1ecb gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 cung c\u1ea5p l\u1eadp lu\u1eadn kinh doanh cho nh\u1eefng thay \u0111\u1ed5i.<\/li>\n
    • L\u00e3nh \u0111\u1ea1o c\u1ea5p cao:<\/strong> H\u1ecd \u0111\u1ea3m b\u1ea3o b\u1ea3n \u0111\u1ed3 ph\u00f9 h\u1ee3p v\u1edbi t\u1ea7m nh\u00ecn chi\u1ebfn l\u01b0\u1ee3c r\u1ed9ng l\u1edbn h\u01a1n v\u00e0 c\u00f3 th\u1ec3 ph\u00ea duy\u1ec7t ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c.<\/li>\n<\/ul>\n

      \ud83d\udcca Ma tr\u1eadn vai tr\u00f2 b\u00ean li\u00ean quan<\/h3>\n\n\n\n\n\n\n\n\n\n
      B\u1ed9 ph\u1eadn<\/th>\nS\u1ef1 \u0111\u00f3ng g\u00f3p ch\u00ednh v\u00e0o nh\u1eadn th\u1ee9c<\/th>\nC\u00e2u h\u1ecfi then ch\u1ed1t c\u1ea7n \u0111\u1eb7t ra<\/th>\n<\/tr>\n<\/thead>\n
      H\u1ed7 tr\u1ee3<\/td>\nNh\u1eefng kh\u00f3 kh\u0103n sau mua h\u00e0ng, c\u00e1c v\u1ea5n \u0111\u1ec1 l\u1eb7p l\u1ea1i<\/td>\nNh\u1eefng l\u00fd do h\u00e0ng \u0111\u1ea7u khi\u1ebfn kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 v\u1edbi ch\u00fang t\u00f4i trong tu\u1ea7n n\u00e0y l\u00e0 g\u00ec?<\/td>\n<\/tr>\n
      B\u00e1n h\u00e0ng<\/td>\n\u00dd \u0111\u1ecbnh mua h\u00e0ng, ph\u1ea3n \u0111\u1ed1i, th\u1eddi gian giao d\u1ecbch<\/td>\nTh\u00f4ng tin n\u00e0o m\u00e0 kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng c\u1ea7n tr\u01b0\u1edbc khi cam k\u1ebft?<\/td>\n<\/tr>\n
      S\u1ea3n ph\u1ea9m<\/td>\nVi\u1ec7c s\u1eed d\u1ee5ng t\u00ednh n\u0103ng, nh\u1eefng r\u00e0o c\u1ea3n khi l\u00e0m quen<\/td>\nNh\u1eefng t\u00ednh n\u0103ng n\u00e0o \u0111ang b\u1ecb s\u1eed d\u1ee5ng \u00edt v\u00e0 t\u1ea1i sao?<\/td>\n<\/tr>\n
      Ti\u1ebfp th\u1ecb<\/td>\nPh\u00e2n b\u1ed5 k\u00eanh, \u0111\u1ed9 vang c\u1ee7a th\u00f4ng \u0111i\u1ec7p<\/td>\nCh\u00fang ta m\u1ea5t kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng \u1edf \u0111\u00e2u tr\u01b0\u1edbc khi h\u1ecd b\u01b0\u1edbc v\u00e0o \u1ed1ng d\u1eabn?<\/td>\n<\/tr>\n
      V\u1eadn h\u00e0nh<\/td>\nTh\u1eddi gian giao h\u00e0ng, \u0111\u1ed9 ch\u00ednh x\u00e1c th\u1ef1c hi\u1ec7n \u0111\u01a1n h\u00e0ng<\/td>\nCh\u1eadm tr\u1ec5 th\u01b0\u1eddng x\u1ea3y ra \u1edf \u0111\u00e2u nh\u1ea5t?<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

      \ud83d\udcc5 C\u00e1c giai \u0111o\u1ea1n c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u1ee3p t\u00e1c<\/h2>\n

      M\u1ed9t bu\u1ed5i l\u00e0m vi\u1ec7c th\u00e0nh c\u00f4ng kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t s\u1ef1 ki\u1ec7n ng\u1eabu nhi\u00ean. N\u00f3 \u0111\u00f2i h\u1ecfi s\u1ef1 c\u00f3 c\u1ea5u tr\u00fac, chu\u1ea9n b\u1ecb k\u1ef9 l\u01b0\u1ee1ng v\u00e0 theo d\u00f5i sau khi k\u1ebft th\u00fac. Quy tr\u00ecnh n\u00e0y c\u00f3 th\u1ec3 chia th\u00e0nh ba giai \u0111o\u1ea1n ri\u00eang bi\u1ec7t: Chu\u1ea9n b\u1ecb, Th\u1ef1c hi\u1ec7n v\u00e0 X\u00e1c nh\u1eadn.<\/p>\n

      1. Chu\u1ea9n b\u1ecb<\/h3>\n

      Tr\u01b0\u1edbc khi t\u1eadp h\u1ee3p \u0111\u1ed9i nh\u00f3m, b\u1ea1n ph\u1ea3i chu\u1ea9n b\u1ecb n\u1ec1n t\u1ea3ng. \u0110i\u1ec1u n\u00e0y bao g\u1ed3m vi\u1ec7c x\u00e1c \u0111\u1ecbnh ph\u1ea1m vi. B\u1ea1n \u0111ang l\u1eadp b\u1ea3n \u0111\u1ed3 tr\u1ea3i nghi\u1ec7m l\u00e0m quen cho ng\u01b0\u1eddi d\u00f9ng m\u1edbi, hay to\u00e0n b\u1ed9 chu k\u1ef3 gia h\u1ea1n? M\u1ed9t ph\u1ea1m vi r\u1ed9ng c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn nh\u1eefng nh\u1eadn th\u1ee9c h\u1eddi h\u1ee3t. M\u1ed9t ph\u1ea1m vi h\u1eb9p cho ph\u00e9p \u0111i s\u00e2u h\u01a1n.<\/p>\n

      Trong giai \u0111o\u1ea1n n\u00e0y, thu th\u1eadp d\u1eef li\u1ec7u hi\u1ec7n c\u00f3. Xem x\u00e9t c\u00e1c b\u00e1o c\u00e1o ph\u00e2n t\u00edch, \u0111i\u1ec3m s\u1ed1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c nghi\u00ean c\u1ee9u tr\u01b0\u1edbc \u0111\u00f3. Ph\u00e2n ph\u1ed1i th\u00f4ng tin n\u00e0y cho c\u00e1c th\u00e0nh vi\u00ean tham gia tr\u01b0\u1edbc \u0111\u1ec3 h\u1ecd c\u00f3 th\u1ec3 chu\u1ea9n b\u1ecb nh\u1eefng c\u00e2u chuy\u1ec7n c\u00e1 nh\u00e2n, thay v\u00ec ch\u1ec9 d\u1ef1a v\u00e0o tr\u00ed nh\u1edb trong bu\u1ed5i h\u1ecdp.<\/p>\n

      2. Th\u1ef1c hi\u1ec7n<\/h3>\n

      Ch\u00ednh bu\u1ed5i l\u00e0m vi\u1ec7c l\u00e0 n\u01a1i di\u1ec5n ra \u0111i\u1ec1u k\u1ef3 di\u1ec7u. \u0110\u00e2y kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t bu\u1ed5i thuy\u1ebft tr\u00ecnh n\u01a1i m\u1ed9t ng\u01b0\u1eddi n\u00f3i v\u00e0 nh\u1eefng ng\u01b0\u1eddi kh\u00e1c ch\u1ec9 nghe. \u0110\u00e2y l\u00e0 m\u1ed9t bu\u1ed5i l\u00e0m vi\u1ec7c \u0111\u01b0\u1ee3c \u0111i\u1ec1u ph\u1ed1i. Ng\u01b0\u1eddi \u0111i\u1ec1u ph\u1ed1i ph\u1ea3i \u0111\u1ea3m b\u1ea3o r\u1eb1ng nh\u1eefng ti\u1ebfng n\u00f3i m\u1ea1nh kh\u00f4ng l\u1ea5n \u00e1t nh\u1eefng th\u00e0nh vi\u00ean l\u1eb7ng l\u1ebd h\u01a1n.<\/p>\n

      C\u00e1c ho\u1ea1t \u0111\u1ed9ng ch\u00ednh trong qu\u00e1 tr\u00ecnh th\u1ef1c hi\u1ec7n bao g\u1ed3m:<\/p>\n

        \n
      • \u0110\u1eb7t ra c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac:<\/strong>Ghi l\u1ea1i m\u1ecdi t\u01b0\u01a1ng t\u00e1c, c\u1ea3 s\u1ed1 h\u00f3a l\u1eabn v\u1eadt l\u00fd, di\u1ec5n ra trong h\u00e0nh tr\u00ecnh.<\/li>\n
      • X\u00e1c \u0111\u1ecbnh c\u00e1c giai \u0111o\u1ea1n:<\/strong> Nh\u00f3m c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac th\u00e0nh c\u00e1c giai \u0111o\u1ea1n h\u1ee3p l\u00fd (v\u00ed d\u1ee5: Nh\u1eadn th\u1ee9c, Xem x\u00e9t, Mua h\u00e0ng, Ch\u00e0o \u0111\u00f3n).<\/li>\n
      • B\u1ea3n \u0111\u1ed3 c\u1ea3m x\u00fac:<\/strong>X\u00e1c \u0111\u1ecbnh tr\u1ea1ng th\u00e1i c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng \u1edf m\u1ed7i b\u01b0\u1edbc. H\u1ecd c\u00f3 c\u1ea3m th\u1ea5y b\u1ef1c b\u1ed9i, nh\u1eb9 nh\u00f5m, b\u1ed1i r\u1ed1i hay h\u00e1o h\u1ee9c kh\u00f4ng?<\/li>\n
      • X\u00e1c \u0111\u1ecbnh nh\u1eefng \u0111i\u1ec3m \u0111au:<\/strong>Nh\u1ea5n m\u1ea1nh n\u01a1i quy tr\u00ecnh b\u1ecb l\u1ed7i. \u0110\u00e2y ch\u00ednh l\u00e0 c\u01a1 h\u1ed9i \u0111\u1ec3 c\u1ea3i thi\u1ec7n.<\/li>\n<\/ul>\n

        3. X\u00e1c minh<\/h3>\n

        Sau khi b\u1ea3n ph\u00e1c th\u1ea3o \u0111\u01b0\u1ee3c t\u1ea1o ra, n\u00f3 ph\u1ea3i \u0111\u01b0\u1ee3c ki\u1ec3m tra th\u1ef1c t\u1ebf. \u0110\u1eebng t\u1ef1 cho r\u1eb1ng k\u1ebft qu\u1ea3 bu\u1ed5i l\u00e0m vi\u1ec7c l\u00e0 cu\u1ed1i c\u00f9ng. Chia s\u1ebb b\u1ea3n ph\u00e1c th\u1ea3o v\u1edbi kh\u00e1ch h\u00e0ng th\u1ef1c t\u1ebf ho\u1eb7c nh\u00e2n vi\u00ean tr\u1ef1c ti\u1ebfp l\u00e0m vi\u1ec7c, nh\u1eefng ng\u01b0\u1eddi kh\u00f4ng tham gia bu\u1ed5i h\u1ecdp. H\u00e3y h\u1ecfi h\u1ecd: \u201cLi\u1ec7u \u0111i\u1ec1u n\u00e0y c\u00f3 gi\u1ed1ng tr\u1ea3i nghi\u1ec7m c\u1ee7a b\u1ea1n kh\u00f4ng?\u201d Ph\u1ea3n h\u1ed3i c\u1ee7a h\u1ecd l\u00e0 b\u01b0\u1edbc ki\u1ec3m tra s\u1ef1 th\u1eadt, gi\u00fap ng\u0103n ng\u1eeba thi\u00ean ki\u1ebfn n\u1ed9i b\u1ed9 tr\u1edf th\u00e0nh ch\u00ednh s\u00e1ch.<\/p>\n

        \ud83d\uded1 V\u01b0\u1ee3t qua c\u00e1c \u0111i\u1ec3m ngh\u1ebdn ph\u1ed5 bi\u1ebfn<\/h2>\n

        S\u1ef1 h\u1ee3p t\u00e1c hi\u1ebfm khi tr\u01a1n tru. C\u00e1c ph\u00f2ng ban kh\u00e1c nhau c\u00f3 c\u00e1c ch\u1ec9 s\u1ed1 KPI kh\u00e1c nhau, ng\u00f4n ng\u1eef kh\u00e1c nhau v\u00e0 \u01b0u ti\u00ean kh\u00e1c nhau. B\u00e1n h\u00e0ng mu\u1ed1n t\u1ed1c \u0111\u1ed9; H\u1ed7 tr\u1ee3 mu\u1ed1n \u0111\u1ed9 ch\u00ednh x\u00e1c. S\u1ea3n ph\u1ea9m mu\u1ed1n \u0111\u1ed5i m\u1edbi; V\u1eadn h\u00e0nh mu\u1ed1n \u1ed5n \u0111\u1ecbnh. Nh\u1eefng m\u00e2u thu\u1eabn n\u00e0y l\u00e0 t\u1ef1 nhi\u00ean, nh\u01b0ng n\u1ebfu kh\u00f4ng \u0111\u01b0\u1ee3c qu\u1ea3n l\u00fd, ch\u00fang c\u00f3 th\u1ec3 l\u00e0m ch\u1eadm ti\u1ebfn \u0111\u1ed9.<\/p>\n

        B\u1ea3ng sau \u0111\u00e2y n\u00eau r\u00f5 c\u00e1c \u0111i\u1ec3m ngh\u1ebdn ph\u1ed5 bi\u1ebfn v\u00e0 c\u00e1ch th\u1ee9c x\u00e2y d\u1ef1ng \u0111\u1ec3 gi\u1ea3i quy\u1ebft ch\u00fang:<\/p>\n\n\n\n\n\n\n\n\n\n
        \u0110i\u1ec3m ngh\u1ebdn<\/th>\nNguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5<\/th>\nChi\u1ebfn l\u01b0\u1ee3c gi\u1ea3i quy\u1ebft<\/th>\n<\/tr>\n<\/thead>\n
        C\u00e1c KPI m\u00e2u thu\u1eabn<\/td>\nM\u1ed9t \u0111\u1ed9i \u0111\u01b0\u1ee3c khen th\u01b0\u1edfng v\u00ec t\u1ed1c \u0111\u1ed9, \u0111\u1ed9i kh\u00e1c v\u00ec ch\u1ea5t l\u01b0\u1ee3ng.<\/td>\nT\u1ea1o ra m\u1ed9t m\u1ee5c ti\u00eau chung t\u1eadp trung v\u00e0o k\u1ebft qu\u1ea3 cho kh\u00e1ch h\u00e0ng, ch\u1ee9 kh\u00f4ng ch\u1ec9 l\u00e0 \u0111\u1ea7u ra c\u1ee7a t\u1eebng ph\u00f2ng ban.<\/td>\n<\/tr>\n
        S\u1ef1 ch\u00eanh l\u1ec7ch d\u1eef li\u1ec7u<\/td>\nPh\u00e2n t\u00edch cho th\u1ea5y m\u1ed9t \u0111i\u1ec1u, nh\u01b0ng c\u00e1c v\u00e9 h\u1ed7 tr\u1ee3 l\u1ea1i cho th\u1ea5y \u0111i\u1ec1u kh\u00e1c.<\/td>\nD\u1eebng l\u1ea1i v\u00e0 \u0111i\u1ec1u tra ngu\u1ed3n d\u1eef li\u1ec7u. Ghi nh\u1eadn r\u1eb1ng c\u00e1c c\u00f4ng c\u1ee5 kh\u00e1c nhau \u0111o l\u01b0\u1eddng nh\u1eefng th\u1ee9 kh\u00e1c nhau.<\/td>\n<\/tr>\n
        M\u1edf r\u1ed9ng ph\u1ea1m vi kh\u00f4ng ki\u1ec3m so\u00e1t<\/td>\nC\u00e1c b\u00ean li\u00ean quan mu\u1ed1n b\u1ea3n \u0111\u1ed3 h\u00f3a m\u1ecdi t\u01b0\u01a1ng t\u00e1c c\u1ee5 th\u1ec3.<\/td>\nTh\u1eaft ch\u1eb7t ranh gi\u1edbi c\u1ee7a giai \u0111o\u1ea1n h\u00e0nh tr\u00ecnh \u0111ang \u0111\u01b0\u1ee3c b\u1ea3n \u0111\u1ed3 h\u00f3a. L\u00ean l\u1ecbch c\u00e1c bu\u1ed5i h\u1ecdp trong t\u01b0\u01a1ng lai cho c\u00e1c giai \u0111o\u1ea1n kh\u00e1c.<\/td>\n<\/tr>\n
        H\u1ea1n ch\u1ebf ngu\u1ed3n l\u1ef1c<\/td>\nC\u00e1c \u0111\u1ed9i \u0111\u1ed3ng \u00fd v\u1ec1 m\u1ed9t thay \u0111\u1ed5i nh\u01b0ng kh\u00f4ng c\u00f3 ng\u00e2n s\u00e1ch \u0111\u1ec3 tri\u1ec3n khai.<\/td>\nGhi ch\u00e9p s\u1edbm c\u00e1c ngu\u1ed3n l\u1ef1c c\u1ea7n thi\u1ebft. S\u1eafp x\u1ebfp c\u00e1c s\u00e1ng ki\u1ebfn theo m\u1ee9c \u0111\u1ed9 n\u1ed7 l\u1ef1c so v\u1edbi t\u00e1c \u0111\u1ed9ng.<\/td>\n<\/tr>\n
        V\u0103n h\u00f3a \u0111\u1ed5 l\u1ed7i<\/td>\nC\u00e1c cu\u1ed9c th\u1ea3o lu\u1eadn chuy\u1ec3n th\u00e0nh tranh c\u00e3i v\u1ec1 ai l\u00e0 ng\u01b0\u1eddi sai.<\/td>\nChuy\u1ec3n h\u01b0\u1edbng s\u1ef1 ch\u00fa \u00fd t\u1eeb \u201cai\u201d sang \u201c\u0111i\u1ec1u g\u00ec\u201d. Th\u1ea3o lu\u1eadn v\u1ec1 kho\u1ea3ng tr\u1ed1ng quy tr\u00ecnh, ch\u1ee9 kh\u00f4ng ph\u1ea3i c\u00e1 nh\u00e2n.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

        \ud83d\udde3\ufe0f K\u1ef9 thu\u1eadt \u0111i\u1ec1u ph\u1ed1i cho c\u00e1c nh\u00f3m \u0111\u1ed9ng l\u1ef1c<\/h2>\n

        Ng\u01b0\u1eddi \u0111i\u1ec1u ph\u1ed1i \u0111\u00f3ng vai tr\u00f2 then ch\u1ed1t. Nhi\u1ec7m v\u1ee5 c\u1ee7a h\u1ecd kh\u00f4ng ph\u1ea3i l\u00e0 d\u1eabn d\u1eaft n\u1ed9i dung, m\u00e0 l\u00e0 d\u1eabn d\u1eaft cu\u1ed9c tr\u00f2 chuy\u1ec7n. M\u1ed9t ng\u01b0\u1eddi \u0111i\u1ec1u ph\u1ed1i gi\u1ecfi t\u1ea1o ra s\u1ef1 an to\u00e0n v\u1ec1 t\u00e2m l\u00fd, gi\u00fap nh\u00e2n vi\u00ean tr\u1ebb d\u00e1m th\u00e1ch th\u1ee9c quan \u0111i\u1ec3m c\u1ee7a l\u00e3nh \u0111\u1ea1o c\u1ea5p cao m\u00e0 kh\u00f4ng s\u1ee3 h\u00e3i.<\/p>\n

        D\u01b0\u1edbi \u0111\u00e2y l\u00e0 c\u00e1c k\u1ef9 thu\u1eadt c\u1ee5 th\u1ec3 \u0111\u1ec3 qu\u1ea3n l\u00fd \u0111\u1ed9ng l\u1ef1c nh\u00f3m:<\/p>\n

          \n
        • \u0110\u01b0a \u00fd ki\u1ebfn theo v\u00f2ng tr\u00f2n:<\/strong>Di chuy\u1ec3n quanh ph\u00f2ng v\u00e0 y\u00eau c\u1ea7u m\u1ed7i ng\u01b0\u1eddi \u0111\u01b0a ra m\u1ed9t \u00fd ki\u1ebfn tr\u01b0\u1edbc khi m\u1edf c\u1eeda cho th\u1ea3o lu\u1eadn. \u0110i\u1ec1u n\u00e0y \u0111\u1ea3m b\u1ea3o nh\u1eefng ng\u01b0\u1eddi h\u01b0\u1edbng n\u1ed9i \u0111\u01b0\u1ee3c l\u1eafng nghe.<\/li>\n
        • Ph\u01b0\u01a1ng ph\u00e1p ‘N\u0103m c\u00e2u h\u1ecfi V\u00ec sao’:<\/strong>Khi ph\u00e1t hi\u1ec7n m\u1ed9t v\u1ea5n \u0111\u1ec1, h\u00e3y \u0111\u1eb7t c\u00e2u h\u1ecfi ‘v\u00ec sao’ n\u0103m l\u1ea7n \u0111\u1ec3 t\u00ecm ra nguy\u00ean nh\u00e2n g\u1ed1c r\u1ec5, thay v\u00ec ch\u1ec9 \u0111i\u1ec1u tr\u1ecb c\u00e1c tri\u1ec7u ch\u1ee9ng.<\/li>\n
        • B\u1ecf phi\u1ebfu b\u1eb1ng ch\u1ea5m \u0111i\u1ec3m:<\/strong>Cho ph\u00e9p c\u00e1c b\u00ean li\u00ean quan \u0111\u1eb7t c\u00e1c ch\u1ea5m tr\u00ean b\u1ea3n \u0111\u1ed3 \u0111\u1ec3 ch\u1ec9 ra nh\u1eefng \u0111i\u1ec3m \u0111au n\u00e0o l\u00e0 nghi\u00eam tr\u1ecdng nh\u1ea5t. \u0110i\u1ec1u n\u00e0y gi\u00fap tr\u1ef1c quan h\u00f3a s\u1ef1 \u0111\u1ed3ng thu\u1eadn.<\/li>\n
        • Tr\u00ed tu\u1ec7 im l\u1eb7ng:<\/strong>Cho m\u1ed7i ng\u01b0\u1eddi 5 ph\u00fat \u0111\u1ec3 ghi l\u1ea1i \u00fd t\u01b0\u1edfng l\u00ean gi\u1ea5y d\u00e1n m\u00e0 kh\u00f4ng n\u00f3i chuy\u1ec7n tr\u01b0\u1edbc khi chia s\u1ebb. \u0110i\u1ec1u n\u00e0y ng\u0103n ng\u1eeba t\u01b0 duy nh\u00f3m v\u00e0 thi\u00ean l\u1ec7ch \u0111\u1ecbnh h\u01b0\u1edbng.<\/li>\n
        • \u0110\u00f3ng khung th\u1eddi gian:<\/strong>\u0110\u1eb7t \u0111\u1ed3ng h\u1ed3 \u0111\u1ebfm ng\u01b0\u1ee3c nghi\u00eam ng\u1eb7t cho c\u00e1c ch\u1ee7 \u0111\u1ec1 th\u1ea3o lu\u1eadn. \u0110i\u1ec1u n\u00e0y gi\u00fap bu\u1ed5i h\u1ecdp ti\u1ebfn tri\u1ec3n li\u00ean t\u1ee5c v\u00e0 ng\u0103n m\u1ed9t ch\u1ee7 \u0111\u1ec1 chi\u1ebfm to\u00e0n b\u1ed9 th\u1eddi gian ng\u00e0y.<\/li>\n<\/ul>\n

          \ud83d\udd04 T\u00edch h\u1ee3p c\u00e1c v\u00f2ng ph\u1ea3n h\u1ed3i<\/h2>\n

          B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t t\u00e0i s\u1ea3n duy nh\u1ea5t. \u0110\u00f3 l\u00e0 m\u1ed9t gi\u1ea3 thuy\u1ebft c\u1ea7n \u0111\u01b0\u1ee3c ki\u1ec3m nghi\u1ec7m li\u00ean t\u1ee5c. M\u1ed9t khi b\u1ea3n \u0111\u1ed3 \u0111\u01b0\u1ee3c t\u1ea1o ra, n\u00f3 ph\u1ea3i \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p v\u00e0o nh\u1ecbp \u0111\u1ed9 kinh doanh th\u01b0\u1eddng xuy\u00ean.<\/p>\n

          Xem x\u00e9t c\u00e1c ph\u01b0\u01a1ng ph\u00e1p t\u00edch h\u1ee3p sau:<\/p>\n

            \n
          • \u0110\u00e1nh gi\u00e1 theo qu\u00fd:<\/strong>L\u00ean l\u1ecbch m\u1ed9t bu\u1ed5i h\u1ecdp m\u1ed7i ba th\u00e1ng \u0111\u1ec3 xem x\u00e9t b\u1ea3n \u0111\u1ed3. H\u00e0nh vi kh\u00e1ch h\u00e0ng c\u00f3 thay \u0111\u1ed5i kh\u00f4ng? M\u1ed9t t\u00ednh n\u0103ng m\u1edbi \u0111\u00e3 \u0111\u01b0\u1ee3c ph\u00e1t h\u00e0nh ch\u01b0a?<\/li>\n
          • Ch\u00e0o \u0111\u00f3n nh\u00e2n vi\u00ean m\u1edbi:<\/strong>S\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3 nh\u01b0 m\u1ed9t c\u00f4ng c\u1ee5 \u0111\u00e0o t\u1ea1o cho nh\u00e2n vi\u00ean m\u1edbi. N\u00f3 cung c\u1ea5p b\u1ed1i c\u1ea3nh v\u1ec1 c\u00e1ch c\u00f4ng ty ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng.<\/li>\n
          • C\u1ed5ng d\u1ef1 \u00e1n:<\/strong>Y\u00eau c\u1ea7u m\u1ecdi \u0111\u1ec1 xu\u1ea5t d\u1ef1 \u00e1n m\u1edbi ph\u1ea3i tham chi\u1ebfu \u0111\u1ebfn b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh. D\u1ef1 \u00e1n n\u00e0y c\u00f3 c\u1ea3i thi\u1ec7n m\u1ed9t b\u01b0\u1edbc c\u1ee5 th\u1ec3 n\u00e0o trong h\u00e0nh tr\u00ecnh kh\u00f4ng?<\/li>\n
          • H\u1ed9i \u0111\u1ed3ng t\u01b0 v\u1ea5n kh\u00e1ch h\u00e0ng:<\/strong>M\u1eddi kh\u00e1ch h\u00e0ng tham gia xem x\u00e9t b\u1ea3n \u0111\u1ed3 \u0111\u1ecbnh k\u1ef3. H\u1ecd l\u00e0 nh\u1eefng ng\u01b0\u1eddi x\u00e1c nh\u1eadn cu\u1ed1i c\u00f9ng cho c\u00e1c gi\u1ea3 \u0111\u1ecbnh v\u1ec1 h\u00e0nh tr\u00ecnh c\u1ee7a b\u1ea1n.<\/li>\n<\/ul>\n

            \ud83d\udcc8 \u0110o l\u01b0\u1eddng t\u00e1c \u0111\u1ed9ng c\u1ee7a s\u1ef1 h\u1ee3p t\u00e1c<\/h2>\n

            L\u00e0m sao b\u1ea1n bi\u1ebft n\u1ed7 l\u1ef1c h\u1ee3p t\u00e1c n\u00e0y c\u00f3 x\u1ee9ng \u0111\u00e1ng v\u1edbi th\u1eddi gian b\u1ecf ra? B\u1ea1n \u0111o l\u01b0\u1eddng n\u00f3 th\u00f4ng qua nh\u1eefng thay \u0111\u1ed5i h\u00e0nh vi v\u00e0 k\u1ebft qu\u1ea3 kinh doanh.<\/p>\n

            T\u00ecm ki\u1ebfm nh\u1eefng d\u1ea5u hi\u1ec7u th\u00e0nh c\u00f4ng sau:<\/p>\n

              \n
            • Th\u1eddi gian chu k\u1ef3 gi\u1ea3m:<\/strong>N\u1ebfu b\u1ea3n \u0111\u1ed3 \u0111\u00e3 x\u00e1c \u0111\u1ecbnh \u0111\u01b0\u1ee3c c\u00e1c \u0111i\u1ec3m ngh\u1ebdn, quy tr\u00ecnh c\u00f3 \u0111ang di\u1ec5n ra nhanh h\u01a1n kh\u00f4ng?<\/li>\n
            • CSAT t\u0103ng l\u00ean:<\/strong>Kh\u00e1ch h\u00e0ng c\u00f3 h\u1ea1nh ph\u00fac h\u01a1n v\u1edbi c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac c\u1ee5 th\u1ec3 \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft kh\u00f4ng?<\/li>\n
            • Giao ti\u1ebfp gi\u1eefa c\u00e1c \u0111\u1ed9i t\u1ed1t h\u01a1n:<\/strong>C\u00e1c \u0111\u1ed9i nh\u00f3m hi\u1ec7n nay c\u00f3 tham kh\u1ea3o b\u1ea3n \u0111\u1ed3 trong c\u00e1c cu\u1ed9c h\u1ecdp thay v\u00ec tranh c\u00e3i v\u1ec1 d\u1eef li\u1ec7u kh\u00f4ng?<\/li>\n
            • S\u1ef1 tham gia c\u1ee7a nh\u00e2n vi\u00ean:<\/strong>Nh\u00e2n vi\u00ean c\u00f3 c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c trao quy\u1ec1n h\u01a1n \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng khi h\u1ecd hi\u1ec3u r\u00f5 to\u00e0n b\u1ed9 h\u00e0nh tr\u00ecnh kh\u00f4ng?<\/li>\n<\/ul>\n

              Khi c\u00e1c b\u00ean li\u00ean quan th\u1ea5y r\u1eb1ng s\u1ef1 h\u1ee3p t\u00e1c c\u1ee7a h\u1ecd \u0111\u00e3 d\u1eabn \u0111\u1ebfn nh\u1eefng c\u1ea3i thi\u1ec7n c\u1ee5 th\u1ec3, h\u1ecd s\u1ebd c\u00f3 xu h\u01b0\u1edbng \u0111\u1ea7u t\u01b0 nhi\u1ec1u h\u01a1n v\u00e0o c\u00e1c s\u00e1ng ki\u1ebfn t\u01b0\u01a1ng lai. B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1edf th\u00e0nh t\u00e0i s\u1ea3n chung thay v\u00ec ch\u1ec9 l\u00e0 m\u1ed9t s\u1ea3n ph\u1ea9m d\u1ef1 \u00e1n.<\/p>\n

              \ud83c\udf31 Duy tr\u00ec \u0111\u00e0 ph\u00e1t tri\u1ec3n<\/h2>\n

              Nhi\u1ec1u s\u00e1ng ki\u1ebfn th\u1ea5t b\u1ea1i v\u00ec n\u0103ng l\u01b0\u1ee3ng suy gi\u1ea3m sau bu\u1ed5i l\u00e0m vi\u1ec7c nh\u00f3m. \u0110\u1ec3 duy tr\u00ec \u0111\u00e0 ph\u00e1t tri\u1ec3n, b\u1ea1n c\u1ea7n c\u00f3 nh\u1eefng ng\u01b0\u1eddi ti\u00ean phong. H\u00e3y x\u00e1c \u0111\u1ecbnh nh\u1eefng c\u00e1 nh\u00e2n trong t\u1eebng ph\u00f2ng ban c\u00f3 \u0111am m\u00ea v\u1edbi tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. Nh\u1eefng ng\u01b0\u1eddi n\u00e0y s\u1ebd \u0111\u00f3ng vai tr\u00f2 l\u00e0 ng\u01b0\u1eddi b\u1ea3o v\u1ec7 b\u1ea3n \u0111\u1ed3 trong \u0111\u1ed9i nh\u00f3m c\u1ee7a h\u1ecd.<\/p>\n

              H\u1ecd \u0111\u1ea3m b\u1ea3o r\u1eb1ng:<\/p>\n

                \n
              • B\u1ea3n \u0111\u1ed3 \u0111\u01b0\u1ee3c hi\u1ec3n th\u1ecb r\u00f5 r\u00e0ng t\u1ea1i c\u00e1c kh\u00f4ng gian chung ho\u1eb7c kh\u00f4ng gian l\u00e0m vi\u1ec7c k\u1ef9 thu\u1eadt s\u1ed1.<\/li>\n
              • C\u00e1c quy\u1ebft \u0111\u1ecbnh \u0111\u01b0\u1ee3c ki\u1ec3m tra d\u1ef1a tr\u00ean b\u1ea3n \u0111\u1ed3 tr\u01b0\u1edbc khi \u0111\u01b0\u1ee3c x\u00e1c nh\u1eadn cu\u1ed1i c\u00f9ng.<\/li>\n
              • Nh\u1eefng \u0111i\u1ec3m \u0111au m\u1edbi \u0111\u01b0\u1ee3c b\u00e1o c\u00e1o v\u00e0 b\u1ed5 sung v\u00e0o b\u1ea3n \u0111\u1ed3.<\/li>\n<\/ul>\n

                L\u00e3nh \u0111\u1ea1o c\u0169ng c\u1ea7n c\u1ee7ng c\u1ed1 gi\u00e1 tr\u1ecb c\u1ee7a c\u00f4ng vi\u1ec7c n\u00e0y. Khi m\u1ed9t qu\u1ea3n l\u00fd tr\u00edch d\u1eabn b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \u0111\u1ec3 bi\u1ec7n minh cho y\u00eau c\u1ea7u ng\u00e2n s\u00e1ch ho\u1eb7c thay \u0111\u1ed5i ch\u00ednh s\u00e1ch, \u0111i\u1ec1u \u0111\u00f3 cho th\u1ea5y b\u1ea3n \u0111\u1ed3 c\u00f3 t\u1ea7m quan tr\u1ecdng chi\u1ebfn l\u01b0\u1ee3c. S\u1ef1 h\u1ed7 tr\u1ee3 t\u1eeb tr\u00ean xu\u1ed1ng n\u00e0y \u0111\u1ea3m b\u1ea3o n\u1ed7 l\u1ef1c h\u1ee3p t\u00e1c kh\u00f4ng b\u1ecb xem l\u00e0 m\u1ed9t d\u1ef1 \u00e1n ph\u1ee5, m\u00e0 l\u00e0 m\u1ed9t ch\u1ee9c n\u0103ng c\u1ed1t l\u00f5i c\u1ee7a doanh nghi\u1ec7p.<\/p>\n

                \ud83d\udca1 T\u00f3m t\u1eaft c\u00e1c th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t<\/h2>\n

                T\u00f3m l\u1ea1i, x\u00e2y d\u1ef1ng m\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh hi\u1ec7u qu\u1ea3 \u0111\u00f2i h\u1ecfi nhi\u1ec1u h\u01a1n ch\u1ec9 nh\u1eefng mi\u1ebfng gi\u1ea5y d\u00e1n. N\u00f3 \u0111\u00f2i h\u1ecfi m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c r\u00f5 r\u00e0ng nh\u1eb1m k\u1ebft n\u1ed1i m\u1ecdi ng\u01b0\u1eddi l\u1ea1i v\u1edbi nhau. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 danh s\u00e1ch ki\u1ec3m tra nhanh cho s\u00e1ng ki\u1ebfn ti\u1ebfp theo c\u1ee7a b\u1ea1n:<\/p>\n

                  \n
                • \u2705 X\u00e1c \u0111\u1ecbnh r\u00f5 ph\u1ea1m vi tr\u01b0\u1edbc khi m\u1eddi c\u00e1c th\u00e0nh vi\u00ean tham gia.<\/li>\n
                • \u2705 M\u1eddi \u0111\u1ea1i di\u1ec7n t\u1eeb t\u1ea5t c\u1ea3 c\u00e1c ph\u00f2ng ban then ch\u1ed1t.<\/li>\n
                • \u2705 Chu\u1ea9n b\u1ecb d\u1eef li\u1ec7u v\u00e0 b\u1ed1i c\u1ea3nh tr\u01b0\u1edbc bu\u1ed5i l\u00e0m vi\u1ec7c nh\u00f3m.<\/li>\n
                • \u2705 S\u1eed d\u1ee5ng ng\u01b0\u1eddi \u0111i\u1ec1u ph\u1ed1i c\u00f3 kinh nghi\u1ec7m \u0111\u1ec3 qu\u1ea3n l\u00fd c\u00e1c m\u1ed1i quan h\u1ec7 nh\u00f3m.<\/li>\n
                • \u2705 X\u00e1c minh k\u1ebft qu\u1ea3 b\u1eb1ng ph\u1ea3n h\u1ed3i th\u1ef1c t\u1ebf t\u1eeb kh\u00e1ch h\u00e0ng.<\/li>\n
                • \u2705 T\u00edch h\u1ee3p b\u1ea3n \u0111\u1ed3 v\u00e0o c\u00e1c cu\u1ed9c h\u1ecdp \u0111\u00e1nh gi\u00e1 ho\u1ea1t \u0111\u1ed9ng th\u01b0\u1eddng xuy\u00ean.<\/li>\n
                • \u2705 Theo d\u00f5i k\u1ebft qu\u1ea3 \u0111\u1ec3 ch\u1ee9ng minh gi\u00e1 tr\u1ecb c\u1ee7a s\u1ef1 h\u1ee3p t\u00e1c.<\/li>\n<\/ul>\n

                  B\u1eb1ng c\u00e1ch coi s\u1ef1 h\u1ee3p t\u00e1c c\u1ee7a c\u00e1c b\u00ean li\u00ean quan l\u00e0 m\u1ed9t th\u00e0nh ph\u1ea7n c\u1ed1t l\u00f5i trong qu\u00e1 tr\u00ecnh l\u1eadp b\u1ea3n \u0111\u1ed3, b\u1ea1n s\u1ebd bi\u1ebfn b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh t\u1eeb m\u1ed9t t\u00e0i li\u1ec7u t\u0129nh th\u00e0nh m\u1ed9t c\u00f4ng c\u1ee5 \u0111\u1ed9ng cho s\u1ef1 thay \u0111\u1ed5i t\u1ed5 ch\u1ee9c. K\u1ebft qu\u1ea3 l\u00e0 m\u1ed9t tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00f4ng ch\u1ec9 \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf tr\u00ean gi\u1ea5y, m\u00e0 c\u00f2n \u0111\u01b0\u1ee3c cung c\u1ea5p nh\u1ea5t qu\u00e1n trong m\u1ecdi t\u01b0\u01a1ng t\u00e1c.<\/p>\n","protected":false},"excerpt":{"rendered":"

                  Vi\u1ec7c t\u1ea1o b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng th\u01b0\u1eddng \u0111\u01b0\u1ee3c xem nh\u01b0 m\u1ed9t b\u00e0i t\u1eadp thi\u1ebft k\u1ebf. N\u00f3 bao g\u1ed3m vi\u1ec7c d\u00e1n c\u00e1c mi\u1ebfng gi\u1ea5y nh\u1edb l\u00ean t\u01b0\u1eddng v\u00e0 v\u1ebd…<\/p>\n","protected":false},"author":1,"featured_media":151,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_title":"H\u1ee3p t\u00e1c v\u1edbi c\u00e1c b\u00ean li\u00ean quan \u0111\u1ec3 t\u1ea1o b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh t\u1ed1t h\u01a1n","_yoast_wpseo_metadesc":"H\u1ecdc c\u00e1ch \u0111\u1ed3ng b\u1ed9 c\u00e1c \u0111\u1ed9i nh\u00f3m \u0111a ch\u1ee9c n\u0103ng \u0111\u1ec3 l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ch\u00ednh x\u00e1c. Tr\u00e1nh c\u00e1c r\u00e0o c\u1ea3n ch\u1ee9c n\u0103ng, gi\u1ea3i quy\u1ebft m\u00e2u thu\u1eabn v\u00e0 x\u00e2y d\u1ef1ng c\u00e1c chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u1ea3 thi.","inline_featured_image":false,"fifu_image_url":"","fifu_image_alt":"","footnotes":""},"categories":[17],"tags":[6,16],"class_list":["post-150","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-journey-mapping","tag-academic","tag-customer-journey-mapping"],"yoast_head":"\nH\u1ee3p t\u00e1c v\u1edbi c\u00e1c b\u00ean li\u00ean quan \u0111\u1ec3 t\u1ea1o b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh t\u1ed1t h\u01a1n<\/title>\n<meta name=\"description\" content=\"H\u1ecdc c\u00e1ch \u0111\u1ed3ng b\u1ed9 c\u00e1c \u0111\u1ed9i nh\u00f3m \u0111a ch\u1ee9c n\u0103ng \u0111\u1ec3 l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ch\u00ednh x\u00e1c. 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