{"id":35,"date":"2026-03-23T08:13:07","date_gmt":"2026-03-23T08:13:07","guid":{"rendered":"https:\/\/www.go-deck.com\/vn\/get-stakeholder-buy-in-journey-mapping\/"},"modified":"2026-03-23T08:13:07","modified_gmt":"2026-03-23T08:13:07","slug":"get-stakeholder-buy-in-journey-mapping","status":"publish","type":"post","link":"https:\/\/www.go-deck.com\/vn\/get-stakeholder-buy-in-journey-mapping\/","title":{"rendered":"Thuy\u1ebft ph\u1ee5c c\u00e1c b\u00ean li\u00ean quan \u1ee7ng h\u1ed9 c\u00e1c s\u00e1ng ki\u1ebfn b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng"},"content":{"rendered":"

B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (CJM) l\u00e0 m\u1ed9t t\u00e0i s\u1ea3n chi\u1ebfn l\u01b0\u1ee3c gi\u00fap c\u00e1c \u0111\u1ed9i nh\u00f3m n\u1ed9i b\u1ed9 \u0111\u1ed3ng b\u1ed9 h\u00f3a v\u1edbi nhu c\u1ea7u kh\u00e1ch h\u00e0ng b\u00ean ngo\u00e0i. Tuy nhi\u00ean, vi\u1ec7c t\u1ea1o ra b\u1ea3n \u0111\u1ed3 ch\u1ec9 l\u00e0 kh\u1edfi \u0111\u1ea7u. Gi\u00e1 tr\u1ecb th\u1ef1c s\u1ef1 ch\u1ec9 xu\u1ea5t hi\u1ec7n khi c\u00e1c b\u00ean li\u00ean quan trong t\u1ed5 ch\u1ee9c ch\u1ea5p nh\u1eadn nh\u1eefng th\u00f4ng tin t\u1eeb b\u1ea3n \u0111\u1ed3 v\u00e0 cam k\u1ebft th\u1ef1c hi\u1ec7n nh\u1eefng thay \u0111\u1ed5i c\u1ea7n thi\u1ebft. Kh\u00f4ng c\u00f3 s\u1ef1 \u1ee7ng h\u1ed9 r\u1ed9ng r\u00e3i, ngay c\u1ea3 nh\u1eefng b\u1ea3n \u0111\u1ed3 chi ti\u1ebft nh\u1ea5t c\u0169ng s\u1ebd b\u1ecb b\u1ecf qu\u00ean. H\u01b0\u1edbng d\u1eabn n\u00e0y n\u00eau r\u00f5 c\u00e1c b\u01b0\u1edbc th\u1ef1c t\u1ebf \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 \u0111\u1ed3ng thu\u1eadn, th\u00fac \u0111\u1ea9y s\u1ef1 tham gia v\u00e0 th\u00fac \u0111\u1ea9y h\u00e0nh \u0111\u1ed9ng t\u1eeb c\u00e1c nh\u00e0 ra quy\u1ebft \u0111\u1ecbnh then ch\u1ed1t.<\/p>\n

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

\ud83e\uddd0 Hi\u1ec3u r\u00f5 b\u1ee9c tranh v\u1ec1 c\u00e1c b\u00ean li\u00ean quan<\/h2>\n

Tr\u01b0\u1edbc khi tr\u00ecnh b\u00e0y l\u1eadp lu\u1eadn c\u1ee7a b\u1ea1n, b\u1ea1n ph\u1ea3i hi\u1ec3u ai l\u00e0 ng\u01b0\u1eddi c\u00f3 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u00e1ng ki\u1ebfn n\u00e0y. C\u00e1c vai tr\u00f2 kh\u00e1c nhau quan t\u00e2m \u0111\u1ebfn nh\u1eefng k\u1ebft qu\u1ea3 kh\u00e1c nhau. C\u00e1ch ti\u1ebfp c\u1eadn chung th\u01b0\u1eddng th\u1ea5t b\u1ea1i v\u00ec kh\u00f4ng gi\u1ea3i quy\u1ebft \u0111\u01b0\u1ee3c nh\u1eefng lo ng\u1ea1i c\u1ee5 th\u1ec3. B\u1ea1n c\u1ea7n x\u00e1c \u0111\u1ecbnh c\u00e1c b\u00ean li\u00ean quan d\u1ef1a tr\u00ean \u0111\u1ed9ng c\u01a1 c\u1ee7a h\u1ecd.<\/p>\n

X\u00e1c \u0111\u1ecbnh c\u00e1c vai tr\u00f2 then ch\u1ed1t<\/h3>\n

C\u00e1c b\u00ean li\u00ean quan th\u01b0\u1eddng thu\u1ed9c c\u00e1c nh\u00f3m c\u1ee5 th\u1ec3. M\u1ed7i nh\u00f3m c\u1ea7n m\u1ed9t th\u00f4ng \u0111i\u1ec7p \u0111\u01b0\u1ee3c \u0111i\u1ec1u ch\u1ec9nh \u0111\u1ec3 t\u1ea1o \u0111\u01b0\u1ee3c ti\u1ebfng vang hi\u1ec7u qu\u1ea3.<\/p>\n

    \n
  • L\u00e3nh \u0111\u1ea1o c\u1ea5p cao:<\/strong> T\u1eadp trung v\u00e0o ROI, gi\u1ea3m thi\u1ec3u r\u1ee7i ro v\u00e0 s\u1ef1 ph\u00f9 h\u1ee3p chi\u1ebfn l\u01b0\u1ee3c. H\u1ecd c\u1ea7n th\u1ea5y t\u00e1c \u0111\u1ed9ng t\u00e0i ch\u00ednh.<\/li>\n
  • Tr\u01b0\u1edfng ph\u00f2ng ban:<\/strong> T\u1eadp trung v\u00e0o hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng, ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c v\u00e0 kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c c\u1ee7a \u0111\u1ed9i nh\u00f3m. H\u1ecd quan t\u00e2m \u0111\u1ebfn t\u00ednh kh\u1ea3 thi.<\/li>\n
  • Nh\u00e2n vi\u00ean tr\u1ef1c ti\u1ebfp ph\u1ee5c v\u1ee5 kh\u00e1ch h\u00e0ng:<\/strong> T\u1eadp trung v\u00e0o c\u00e1c nhi\u1ec7m v\u1ee5 h\u00e0ng ng\u00e0y, s\u1ef1 thu\u1eadn ti\u1ec7n trong t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3. H\u1ecd quan t\u00e2m \u0111\u1ebfn t\u00ednh th\u1ef1c ti\u1ec5n.<\/li>\n
  • C\u00f4ng ngh\u1ec7 th\u00f4ng tin v\u00e0 An ninh:<\/strong> T\u1eadp trung v\u00e0o t\u00ednh to\u00e0n v\u1eb9n d\u1eef li\u1ec7u, tu\u00e2n th\u1ee7 quy \u0111\u1ecbnh v\u00e0 t\u00edch h\u1ee3p h\u1ec7 th\u1ed1ng. H\u1ecd quan t\u00e2m \u0111\u1ebfn c\u00e1c gi\u1edbi h\u1ea1n k\u1ef9 thu\u1eadt.<\/li>\n<\/ul>\n

    Khi b\u1ea1n bi\u1ebft ai l\u00e0 nh\u1eefng ng\u01b0\u1eddi n\u00e0y, b\u1ea1n c\u00f3 th\u1ec3 d\u1ef1 \u0111o\u00e1n \u0111\u01b0\u1ee3c c\u00e1c c\u00e2u h\u1ecfi c\u1ee7a h\u1ecd ngay c\u1ea3 tr\u01b0\u1edbc khi m\u1edf b\u00e0i thuy\u1ebft tr\u00ecnh.<\/p>\n

    \ud83d\udcca X\u00e2y d\u1ef1ng l\u1eadp lu\u1eadn kinh doanh<\/h2>\n

    S\u1ef1 \u1ee7ng h\u1ed9 th\u01b0\u1eddng g\u1eafn li\u1ec1n v\u1edbi gi\u00e1 tr\u1ecb \u0111\u01b0\u1ee3c nh\u1eadn th\u1ee9c. N\u1ebfu c\u00e1c b\u00ean li\u00ean quan kh\u00f4ng th\u1ea5y l\u1ee3i \u00edch, h\u1ecd s\u1ebd kh\u00f4ng ph\u00e2n b\u1ed5 ngu\u1ed3n l\u1ef1c. B\u1ea1n ph\u1ea3i x\u00e2y d\u1ef1ng l\u1eadp lu\u1eadn d\u1ef1a tr\u00ean b\u1eb1ng ch\u1ee9ng, ch\u1ee9 kh\u00f4ng ph\u1ea3i tr\u1ef1c gi\u00e1c. D\u1eef li\u1ec7u \u0111\u00f3ng vai tr\u00f2 nh\u01b0 ng\u00f4n ng\u1eef chung gi\u00fap x\u00f3a b\u1ecf r\u00e0o c\u1ea3n gi\u1eefa c\u00e1c ph\u00f2ng ban.<\/p>\n

    Thu th\u1eadp d\u1eef li\u1ec7u li\u00ean quan<\/h3>\n

    S\u1eed d\u1ee5ng d\u1eef li\u1ec7u hi\u1ec7n c\u00f3 \u0111\u1ec3 l\u00e0m n\u1ed5i b\u1eadt nh\u1eefng kho\u1ea3ng tr\u1ed1ng trong tr\u1ea3i nghi\u1ec7m hi\u1ec7n t\u1ea1i. \u0110\u1eebng d\u1ef1a v\u00e0o nh\u1eefng c\u00e2u chuy\u1ec7n c\u00e1 nh\u00e2n. H\u00e3y \u0111\u1ecbnh l\u01b0\u1ee3ng v\u1ea5n \u0111\u1ec1.<\/p>\n

      \n
    • Ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng:<\/strong> Thu th\u1eadp d\u1eef li\u1ec7u ti\u1ebfng n\u00f3i kh\u00e1ch h\u00e0ng (VoC), bao g\u1ed3m Ch\u1ec9 s\u1ed1 \u0111\u1ec1 xu\u1ea5t t\u00edch c\u1ef1c (NPS) v\u00e0 Ch\u1ec9 s\u1ed1 n\u1ed7 l\u1ef1c kh\u00e1ch h\u00e0ng (CES).<\/li>\n
    • Ch\u1ec9 s\u1ed1 ho\u1ea1t \u0111\u1ed9ng:<\/strong> Ph\u00e2n t\u00edch t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf, t\u1ea7n su\u1ea5t mua l\u1ea1i v\u00e0 th\u1eddi gian x\u1eed l\u00fd trung b\u00ecnh.<\/li>\n
    • D\u1eef li\u1ec7u t\u00e0i ch\u00ednh:<\/strong> \u01af\u1edbc t\u00ednh chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi so v\u1edbi vi\u1ec7c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n c\u00f3.<\/li>\n
    • \u0110i\u1ec3m ngh\u1ebdn quy tr\u00ecnh:<\/strong> X\u00e1c \u0111\u1ecbnh n\u01a1i kh\u00e1ch h\u00e0ng t\u1eeb b\u1ecf trong qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c tr\u1ef1c tuy\u1ebfn ho\u1eb7c tr\u1ef1c ti\u1ebfp.<\/li>\n<\/ul>\n

      Khi b\u1ea1n tr\u00ecnh b\u00e0y nh\u1eefng con s\u1ed1 n\u00e0y, b\u1ea1n kh\u00f4ng ch\u1ec9 \u0111ang m\u00f4 t\u1ea3 m\u1ed9t v\u1ea5n \u0111\u1ec1; b\u1ea1n \u0111ang th\u1ec3 hi\u1ec7n m\u1ed9t c\u01a1 h\u1ed9i c\u1ea3i thi\u1ec7n c\u00f3 th\u1ec3 \u0111o l\u01b0\u1eddng \u0111\u01b0\u1ee3c.<\/p>\n

      \ud83d\udde3\ufe0f X\u00e2y d\u1ef1ng c\u00e2u chuy\u1ec7n<\/h2>\n

      Ch\u1ec9 c\u00f3 s\u1ed1 li\u1ec7u th\u00ec kh\u00f4ng th\u1ec3 th\u00fac \u0111\u1ea9y h\u00e0nh \u0111\u1ed9ng. Con ng\u01b0\u1eddi ph\u1ea3n \u1ee9ng v\u1edbi nh\u1eefng c\u00e2u chuy\u1ec7n. B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh th\u1ef1c ch\u1ea5t l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 k\u1ec3 chuy\u1ec7n. B\u1ea1n ph\u1ea3i chuy\u1ec3n \u0111\u1ed5i d\u1eef li\u1ec7u th\u00f4 th\u00e0nh m\u1ed9t c\u00e2u chuy\u1ec7n thuy\u1ebft ph\u1ee5c v\u1ec1 kh\u00e1ch h\u00e0ng.<\/p>\n

      K\u1ef9 thu\u1eadt k\u1ec3 chuy\u1ec7n<\/h3>\n
        \n
      • S\u1eed d\u1ee5ng nh\u00e2n v\u1eadt \u0111\u1ea1i di\u1ec7n:<\/strong>T\u1ea1o ra nh\u1eefng kh\u00e1ch h\u00e0ng \u0111i\u1ec3n h\u00ecnh \u0111\u1ea1i di\u1ec7n cho c\u00e1c ph\u00e2n kh\u00fac kh\u00e1c nhau. G\u00e1n cho h\u1ecd t\u00ean v\u00e0 m\u1ee5c ti\u00eau \u0111\u1ec3 l\u00e0m cho d\u1eef li\u1ec7u tr\u1edf n\u00ean g\u1ea7n g\u0169i h\u01a1n.<\/li>\n
      • Tr\u1ef1c quan h\u00f3a c\u1ea3m x\u00fac:<\/strong>B\u1ea3n \u0111\u1ed3 kh\u00f4ng ch\u1ec9 h\u00e0nh \u0111\u1ed9ng m\u00e0 c\u00f2n c\u1ea3m x\u00fac. Hi\u1ec3n th\u1ecb c\u00e1c \u0111i\u1ec3m cao c\u1ee7a s\u1ef1 b\u1ef1c b\u1ed9i v\u00e0 c\u00e1c \u0111i\u1ec3m th\u1ea5p c\u1ee7a s\u1ef1 h\u00e0i l\u00f2ng.<\/li>\n
      • T\u1eadp trung v\u00e0o c\u00e1c \u0111i\u1ec3m \u0111au:<\/strong>Nh\u1ea5n m\u1ea1nh nh\u1eefng kho\u1ea3nh kh\u1eafc c\u1ee5 th\u1ec3 khi kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y b\u1ecb b\u1ecf r\u01a1i. \u0110i\u1ec1u n\u00e0y t\u1ea1o ra s\u1ef1 c\u1ea5p b\u00e1ch.<\/li>\n
      • \u0110\u1ec1 xu\u1ea5t gi\u1ea3i ph\u00e1p:<\/strong>\u0110\u1eebng ch\u1ec9 tr\u00ecnh b\u00e0y v\u1ea5n \u0111\u1ec1. Cung c\u1ea5p c\u00e1c con \u0111\u01b0\u1eddng r\u00f5 r\u00e0ng \u0111\u1ec3 gi\u1ea3i quy\u1ebft.<\/li>\n<\/ul>\n

        B\u1eb1ng c\u00e1ch tr\u00ecnh b\u00e0y b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh nh\u01b0 m\u1ed9t c\u00e2u chuy\u1ec7n v\u1ec1 kh\u00e1ch h\u00e0ng, b\u1ea1n chuy\u1ec3n s\u1ef1 t\u1eadp trung t\u1eeb ch\u00ednh tr\u1ecb n\u1ed9i b\u1ed9 sang gi\u00e1 tr\u1ecb b\u00ean ngo\u00e0i. \u0110i\u1ec1u n\u00e0y gi\u1ea3m s\u1ef1 ph\u00f2ng th\u1ee7 v\u00e0 th\u00fac \u0111\u1ea9y h\u1ee3p t\u00e1c.<\/p>\n

        \ud83d\udee1\ufe0f X\u1eed l\u00fd c\u00e1c ph\u1ea3n \u0111\u1ed1i ph\u1ed5 bi\u1ebfn<\/h2>\n

        S\u1ef1 ph\u1ea3n kh\u00e1ng l\u00e0 \u0111i\u1ec1u t\u1ef1 nhi\u00ean. C\u00e1c b\u00ean li\u00ean quan c\u00f3 th\u1ec3 lo l\u1eafng v\u1ec1 chi ph\u00ed, th\u1eddi gian ho\u1eb7c t\u00ednh li\u00ean quan. Chu\u1ea9n b\u1ecb nh\u1eefng ph\u1ea3n h\u1ed3i r\u00f5 r\u00e0ng cho nh\u1eefng lo ng\u1ea1i n\u00e0y. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 b\u1ea3ng ma tr\u1eadn v\u1ec1 c\u00e1c ph\u1ea3n \u0111\u1ed1i ph\u1ed5 bi\u1ebfn v\u00e0 c\u00e1ch x\u1eed l\u00fd ch\u00fang.<\/p>\n\n\n\n\n\n\n\n
        Ph\u1ea3n \u0111\u1ed1i<\/strong><\/th>\nLo l\u1eafng c\u1ed1t l\u00f5i<\/strong><\/th>\nPh\u1ea3n h\u1ed3i chi\u1ebfn l\u01b0\u1ee3c<\/strong><\/th>\n<\/tr>\n
        \u201cCh\u00fang t\u00f4i kh\u00f4ng c\u00f3 ng\u00e2n s\u00e1ch.\u201d<\/td>\nR\u1ee7i ro t\u00e0i ch\u00ednh<\/td>\nCh\u1ec9 ra chi ph\u00ed c\u1ee7a vi\u1ec7c kh\u00f4ng h\u00e0nh \u0111\u1ed9ng. T\u00ednh to\u00e1n doanh thu b\u1ecb m\u1ea5t do tr\u1ea3i nghi\u1ec7m k\u00e9m.<\/td>\n<\/tr>\n
        \u201cCh\u00fang t\u00f4i \u0111\u00e3 bi\u1ebft kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh r\u1ed3i.\u201d<\/td>\nTh\u00e1i \u0111\u1ed9 t\u1ef1 m\u00e3n<\/td>\nTr\u00ecnh b\u00e0y d\u1eef li\u1ec7u m\u1edbi m\u1ebb m\u00e2u thu\u1eabn v\u1edbi c\u00e1c gi\u1ea3 \u0111\u1ecbnh n\u1ed9i b\u1ed9. Nh\u1ea5n m\u1ea1nh nh\u1eefng kho\u1ea3ng tr\u1ed1ng trong ki\u1ebfn th\u1ee9c.<\/td>\n<\/tr>\n
        \u201cVi\u1ec7c n\u00e0y s\u1ebd m\u1ea5t qu\u00e1 nhi\u1ec1u th\u1eddi gian.\u201d<\/td>\nH\u1ea1n ch\u1ebf ngu\u1ed3n l\u1ef1c<\/td>\n\u0110\u1ec1 xu\u1ea5t ph\u01b0\u01a1ng ph\u00e1p theo t\u1eebng giai \u0111o\u1ea1n. B\u1eaft \u0111\u1ea7u b\u1eb1ng m\u1ed9t th\u1eed nghi\u1ec7m nh\u1ecf \u0111\u1ec3 ch\u1ee9ng minh gi\u00e1 tr\u1ecb tr\u01b0\u1edbc khi m\u1edf r\u1ed9ng.<\/td>\n<\/tr>\n
        \u201cAi s\u1edf h\u1eefu d\u1eef li\u1ec7u n\u00e0y?\u201d<\/td>\nS\u1ef1 m\u01a1 h\u1ed3<\/td>\nX\u00e1c \u0111\u1ecbnh r\u00f5 quy\u1ec1n s\u1edf h\u1eefu v\u00e0 qu\u1ea3n l\u00fd. Giao m\u1ed9t ng\u01b0\u1eddi \u1ee7ng h\u1ed9 cho t\u1eebng giai \u0111o\u1ea1n h\u00e0nh tr\u00ecnh.<\/td>\n<\/tr>\n
        \u201cN\u00f3 qu\u00e1 ph\u1ee9c t\u1ea1p \u0111\u1ec3 tri\u1ec3n khai.\u201d<\/td>\nT\u00ednh kh\u1ea3 thi<\/td>\nChia nh\u1ecf c\u00e1c thay \u0111\u1ed5i th\u00e0nh nh\u1eefng th\u00e0nh c\u00f4ng nh\u1ecf, d\u1ec5 qu\u1ea3n l\u00fd. \u01afu ti\u00ean c\u00e1c gi\u1ea3i ph\u00e1p mang l\u1ea1i t\u00e1c \u0111\u1ed9ng l\u1edbn nh\u01b0ng t\u1ed1n \u00edt n\u1ed7 l\u1ef1c.<\/td>\n<\/tr>\n<\/table>\n

        B\u1eb1ng c\u00e1ch l\u01b0\u1eddng tr\u01b0\u1edbc nh\u1eefng tr\u1edf ng\u1ea1i n\u00e0y, b\u1ea1n th\u1ec3 hi\u1ec7n s\u1ef1 s\u1eb5n s\u00e0ng. \u0110i\u1ec1u n\u00e0y t\u1ea1o d\u1ef1ng ni\u1ec1m tin v\u00e0 cho th\u1ea5y b\u1ea1n hi\u1ec3u b\u1ed1i c\u1ea3nh kinh doanh.<\/p>\n

        \ud83e\udd1d Chi\u1ebfn l\u01b0\u1ee3c tham gia<\/h2>\n

        Vi\u1ec7c thu h\u00fat s\u1ef1 \u0111\u1ed3ng thu\u1eadn kh\u00f4ng ph\u1ea3i l\u00e0 m\u1ed9t s\u1ef1 ki\u1ec7n duy nh\u1ea5t; \u0111\u00f3 l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh. B\u1ea1n ph\u1ea3i duy tr\u00ec s\u1ef1 tham gia c\u1ee7a c\u00e1c b\u00ean li\u00ean quan trong su\u1ed1t v\u00f2ng \u0111\u1eddi c\u1ee7a s\u00e1ng ki\u1ebfn. S\u1ef1 ch\u1ea5p thu\u1eadn th\u1ee5 \u0111\u1ed9ng l\u00e0 ch\u01b0a \u0111\u1ee7. S\u1ef1 tham gia t\u00edch c\u1ef1c s\u1ebd d\u1eabn \u0111\u1ebfn tr\u00e1ch nhi\u1ec7m s\u1edf h\u1eefu.<\/p>\n

        C\u00e1c bu\u1ed5i l\u00e0m vi\u1ec7c nh\u00f3m v\u00e0 phi\u00ean th\u1ea3o lu\u1eadn h\u1ee3p t\u00e1c<\/h3>\n

        M\u1eddi c\u00e1c b\u00ean li\u00ean quan c\u00f9ng t\u1ea1o d\u1ef1ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh. \u0110i\u1ec1u n\u00e0y ph\u1ee5c v\u1ee5 nhi\u1ec1u m\u1ee5c \u0111\u00edch:<\/p>\n

          \n
        • X\u00e1c nh\u1eadn:<\/strong>\u0110\u1ea3m b\u1ea3o b\u1ea3n \u0111\u1ed3 ph\u1ea3n \u00e1nh \u0111\u00fang th\u1ef1c t\u1ebf.<\/li>\n
        • Gi\u00e1o d\u1ee5c:<\/strong>Gi\u00e1o d\u1ee5c c\u00e1c b\u00ean li\u00ean quan v\u1ec1 t\u01b0 duy l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m.<\/li>\n
        • Cam k\u1ebft:<\/strong>M\u1ecdi ng\u01b0\u1eddi s\u1ebd \u1ee7ng h\u1ed9 nh\u1eefng g\u00ec h\u1ecd tham gia t\u1ea1o n\u00ean.<\/li>\n<\/ul>\n

          Trong c\u00e1c phi\u00ean n\u00e0y, h\u00e3y th\u00fac \u0111\u1ea9y c\u00e1c cu\u1ed9c th\u1ea3o lu\u1eadn thay v\u00ec \u00e1p \u0111\u1eb7t k\u1ebft qu\u1ea3. \u0110\u1eb7t nh\u1eefng c\u00e2u h\u1ecfi m\u1edf nh\u01b0: ‘\u0110i\u1ec1u n\u00e0y s\u1ebd \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn \u0111\u1ed9i c\u1ee7a b\u1ea1n nh\u01b0 th\u1ebf n\u00e0o?’ hay ‘Nh\u1eefng ngu\u1ed3n l\u1ef1c n\u00e0o c\u1ea7n thi\u1ebft \u0111\u1ec3 kh\u1eafc ph\u1ee5c \u0111i\u1ec1u n\u00e0y?’<\/p>\n

          B\u00e1o c\u00e1o v\u00e0 c\u1eadp nh\u1eadt \u0111\u1ecbnh k\u1ef3<\/h3>\n

          Duy tr\u00ec \u0111\u00e0 b\u1eb1ng c\u00e1ch chia s\u1ebb ti\u1ebfn \u0111\u1ed9. C\u00e1c b\u00ean li\u00ean quan c\u1ea7n th\u1ea5y r\u1eb1ng s\u00e1ng ki\u1ebfn \u0111ang ti\u1ebfn tri\u1ec3n. Thi\u1ebft l\u1eadp m\u1ed9t nh\u1ecbp \u0111\u1ed9 c\u1eadp nh\u1eadt \u0111\u1ec1u \u0111\u1eb7n.<\/p>\n

            \n
          • \u0110\u00e1nh gi\u00e1 h\u00e0ng th\u00e1ng:<\/strong>Chia s\u1ebb c\u00e1c ch\u1ec9 s\u1ed1 ch\u00ednh v\u00e0 ti\u1ebfn \u0111\u1ed9 \u0111\u1ea1t \u0111\u01b0\u1ee3c so v\u1edbi m\u1ee5c ti\u00eau.<\/li>\n
          • C\u00e2u chuy\u1ec7n th\u00e0nh c\u00f4ng:<\/strong>Nh\u1ea5n m\u1ea1nh nh\u1eefng c\u1ea3i thi\u1ec7n c\u1ee5 th\u1ec3 \u0111\u1ed1i v\u1edbi kh\u00e1ch h\u00e0ng nh\u1edd v\u00e0o nh\u1eefng thay \u0111\u1ed5i.<\/li>\n
          • Th\u00e1ch th\u1ee9c:<\/strong>C\u1edfi m\u1edf v\u1ec1 nh\u1eefng tr\u1edf ng\u1ea1i. \u0110i\u1ec1u n\u00e0y x\u00e2y d\u1ef1ng uy t\u00edn.<\/li>\n<\/ul>\n

            \ud83d\udd04 Duy tr\u00ec cam k\u1ebft l\u00e2u d\u00e0i<\/h2>\n

            M\u1ed9t khi s\u1ef1 ch\u1ea5p thu\u1eadn ban \u0111\u1ea7u \u0111\u01b0\u1ee3c c\u1ea5p, c\u00f4ng vi\u1ec7c v\u1eabn ch\u01b0a k\u1ebft th\u00fac. B\u1ea1n ph\u1ea3i \u0111\u1ea3m b\u1ea3o r\u1eb1ng s\u00e1ng ki\u1ebfn l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1edf th\u00e0nh m\u1ed9t ph\u1ea7n trong v\u0103n h\u00f3a t\u1ed5 ch\u1ee9c. \u0110i\u1ec1u n\u00e0y \u0111\u00f2i h\u1ecfi vi\u1ec7c t\u00edch h\u1ee3p th\u1ef1c h\u00e0nh n\u00e0y v\u00e0o c\u00e1c quy tr\u00ecnh l\u00e0m vi\u1ec7c hi\u1ec7n c\u00f3.<\/p>\n

            T\u00edch h\u1ee3p v\u00e0o ho\u1ea1t \u0111\u1ed9ng<\/h3>\n

            \u0110\u1eebng coi b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh l\u00e0 m\u1ed9t d\u1ef1 \u00e1n ri\u00eang bi\u1ec7t. H\u00e3y t\u00edch h\u1ee3p n\u00f3 v\u00e0o c\u00e1c quy tr\u00ecnh v\u1eadn h\u00e0nh ti\u00eau chu\u1ea9n.<\/p>\n

              \n
            • Ch\u00e0o \u0111\u00f3n nh\u00e2n vi\u00ean m\u1edbi:<\/strong>Bao g\u1ed3m nh\u1eefng hi\u1ec3u bi\u1ebft v\u1ec1 h\u00e0nh tr\u00ecnh trong \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean m\u1edbi.<\/li>\n
            • \u0110\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t:<\/strong>Li\u00ean k\u1ebft c\u00e1c ch\u1ec9 s\u1ed1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u1edbi m\u1ee5c ti\u00eau hi\u1ec7u su\u1ea5t c\u00e1 nh\u00e2n.<\/li>\n
            • Ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m:<\/strong>S\u1eed d\u1ee5ng b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \u0111\u1ec3 \u0111\u1ecbnh h\u01b0\u1edbng \u01b0u ti\u00ean t\u00ednh n\u0103ng v\u00e0 l\u1eadp k\u1ebf ho\u1ea1ch l\u1ed9 tr\u00ecnh s\u1ea3n ph\u1ea9m.<\/li>\n<\/ul>\n

              Khi b\u1ea3n \u0111\u1ed3 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn c\u00e1c quy\u1ebft \u0111\u1ecbnh h\u00e0ng ng\u00e0y, n\u00f3 tr\u1edf th\u00e0nh m\u1ed9t t\u00e0i li\u1ec7u s\u1ed1ng \u0111\u1ed9ng thay v\u00ec m\u1ed9t t\u00e1c ph\u1ea9m t\u0129nh.<\/p>\n

              X\u00e2y d\u1ef1ng qu\u1ea3n tr\u1ecb<\/h3>\n

              Giao tr\u00e1ch nhi\u1ec7m duy tr\u00ec \u0111\u1ed9 ch\u00ednh x\u00e1c c\u1ee7a b\u1ea3n \u0111\u1ed3. X\u00e2y d\u1ef1ng m\u00f4 h\u00ecnh qu\u1ea3n tr\u1ecb x\u00e1c \u0111\u1ecbnh t\u1ea7n su\u1ea5t b\u1ea3n \u0111\u1ed3 c\u1ea7n \u0111\u01b0\u1ee3c xem x\u00e9t v\u00e0 c\u1eadp nh\u1eadt.<\/p>\n

                \n
              • T\u1ea7n su\u1ea5t xem x\u00e9t:<\/strong>L\u00ean l\u1ecbch xem x\u00e9t \u0111\u1ecbnh k\u1ef3 m\u1ed7i qu\u00fd ho\u1eb7c \u0111\u1ecbnh k\u1ef3 m\u1ed7i s\u00e1u th\u00e1ng.<\/li>\n
              • Qu\u1ea3n l\u00fd thay \u0111\u1ed5i:<\/strong>X\u00e1c \u0111\u1ecbnh quy tr\u00ecnh c\u1eadp nh\u1eadt b\u1ea3n \u0111\u1ed3 khi quy tr\u00ecnh kinh doanh thay \u0111\u1ed5i.<\/li>\n
              • V\u00f2ng ph\u1ea3n h\u1ed3i:<\/strong>T\u1ea1o c\u00e1c k\u00eanh \u0111\u1ec3 nh\u00e2n vi\u00ean tr\u1ef1c ti\u1ebfp t\u1ea1i tuy\u1ebfn \u0111\u1ea7u \u0111\u1ec1 xu\u1ea5t c\u1eadp nh\u1eadt d\u1ef1a tr\u00ean t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n

                C\u1ea5u tr\u00fac n\u00e0y \u0111\u1ea3m b\u1ea3o r\u1eb1ng s\u00e1ng ki\u1ebfn v\u1eabn gi\u1eef \u0111\u01b0\u1ee3c t\u00ednh ph\u00f9 h\u1ee3p v\u00e0 ti\u1ebfp t\u1ee5c t\u1ea1o ra gi\u00e1 tr\u1ecb theo th\u1eddi gian.<\/p>\n

                \ud83d\udcc8 \u0110o l\u01b0\u1eddng th\u00e0nh c\u00f4ng<\/h2>\n

                Cu\u1ed1i c\u00f9ng, b\u1ea1n ph\u1ea3i \u0111o l\u01b0\u1eddng t\u00e1c \u0111\u1ed9ng c\u1ee7a s\u1ef1 \u1ee7ng h\u1ed9 t\u1eeb c\u00e1c b\u00ean li\u00ean quan. S\u1ef1 \u1ee7ng h\u1ed9 c\u1ee7a h\u1ecd c\u00f3 d\u1eabn \u0111\u1ebfn k\u1ebft qu\u1ea3 c\u1ee5 th\u1ec3 kh\u00f4ng? Theo d\u00f5i c\u1ea3 c\u00e1c ch\u1ec9 s\u1ed1 quy tr\u00ecnh v\u00e0 ch\u1ec9 s\u1ed1 k\u1ebft qu\u1ea3.<\/p>\n

                Ch\u1ec9 s\u1ed1 quy tr\u00ecnh<\/h3>\n
                  \n
                • S\u1ed1 l\u01b0\u1ee3ng b\u00ean li\u00ean quan tham gia t\u00edch c\u1ef1c v\u00e0o c\u00e1c bu\u1ed5i l\u00e0m vi\u1ec7c.<\/li>\n
                • T\u1ea7n su\u1ea5t xem x\u00e9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh.<\/li>\n
                • T\u1ef7 l\u1ec7 \u00e1p d\u1ee5ng c\u00e1c thay \u0111\u1ed5i \u0111\u01b0\u1ee3c \u0111\u1ec1 xu\u1ea5t.<\/li>\n<\/ul>\n

                  Ch\u1ec9 s\u1ed1 k\u1ebft qu\u1ea3<\/h3>\n
                    \n
                  • C\u1ea3i thi\u1ec7n \u0111i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n
                  • Gi\u1ea3m chi ph\u00ed v\u1eadn h\u00e0nh nh\u1edd c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3.<\/li>\n
                  • T\u0103ng t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n

                    B\u00e1o c\u00e1o nh\u1eefng k\u1ebft qu\u1ea3 n\u00e0y c\u1ee7ng c\u1ed1 gi\u00e1 tr\u1ecb c\u1ee7a s\u00e1ng ki\u1ebfn. N\u00f3 h\u1ee3p l\u00fd h\u00f3a vi\u1ec7c ti\u1ebfp t\u1ee5c \u0111\u1ea7u t\u01b0 v\u00e0 khuy\u1ebfn kh\u00edch c\u00e1c b\u00ean li\u00ean quan \u1ee7ng h\u1ed9 ch\u01b0\u01a1ng tr\u00ecnh n\u00e0y v\u1edbi \u0111\u1ed3ng nghi\u1ec7p c\u1ee7a h\u1ecd.<\/p>\n

                    \ud83d\ude80 Ti\u1ebfn b\u01b0\u1edbc v\u1ec1 ph\u00eda tr\u01b0\u1edbc<\/h2>\n

                    \u0110\u1ea3m b\u1ea3o s\u1ef1 \u1ee7ng h\u1ed9 t\u1eeb c\u00e1c b\u00ean li\u00ean quan cho vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi s\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa d\u1eef li\u1ec7u, k\u1ec3 chuy\u1ec7n v\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7. \u0110\u00f3 l\u00e0 vi\u1ec7c \u0111i\u1ec1u ch\u1ec9nh n\u0103ng l\u1ef1c n\u1ed9i b\u1ed9 v\u1edbi k\u1ef3 v\u1ecdng b\u00ean ngo\u00e0i. B\u1eb1ng c\u00e1ch hi\u1ec3u r\u00f5 \u0111\u1ed1i t\u01b0\u1ee3ng c\u1ee7a b\u1ea1n, x\u00e2y d\u1ef1ng m\u1ed9t tr\u01b0\u1eddng h\u1ee3p kinh doanh v\u1eefng ch\u1eafc v\u00e0 tham gia t\u00edch c\u1ef1c v\u1edbi c\u00e1c b\u00ean li\u00ean quan, b\u1ea1n s\u1ebd t\u1ea1o n\u00ean n\u1ec1n t\u1ea3ng cho s\u1ef1 thay \u0111\u1ed5i b\u1ec1n v\u1eefng. B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh tr\u1edf th\u00e0nh t\u1ea7m nh\u00ecn chung, th\u00fac \u0111\u1ea9y t\u1ed5 ch\u1ee9c h\u01b0\u1edbng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n v\u00e0 hi\u1ec7u su\u1ea5t kinh doanh m\u1ea1nh m\u1ebd h\u01a1n.<\/p>\n

                    B\u1eaft \u0111\u1ea7u b\u1eb1ng vi\u1ec7c x\u00e1c \u0111\u1ecbnh nh\u1eefng ng\u01b0\u1eddi \u1ea3nh h\u01b0\u1edfng ch\u00ednh c\u1ee7a b\u1ea1n. Chu\u1ea9n b\u1ecb d\u1eef li\u1ec7u c\u1ee7a b\u1ea1n. L\u1eafng nghe nh\u1eefng lo l\u1eafng c\u1ee7a h\u1ecd. Tr\u00ecnh b\u00e0y c\u00e2u chuy\u1ec7n. Th\u1ef1c hi\u1ec7n \u0111\u00fang cam k\u1ebft. V\u1edbi s\u1ef1 ki\u00ean nh\u1eabn v\u00e0 b\u1ec1n b\u1ec9, b\u1ea1n c\u00f3 th\u1ec3 bi\u1ebfn nghi ng\u1edd th\u00e0nh s\u1ef1 \u1ee7ng h\u1ed9 v\u00e0 th\u00fac \u0111\u1ea9y s\u1ef1 thay \u0111\u1ed5i c\u00f3 \u00fd ngh\u0129a tr\u00ean to\u00e0n doanh nghi\u1ec7p.<\/p>\n","protected":false},"excerpt":{"rendered":"

                    B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (CJM) l\u00e0 m\u1ed9t t\u00e0i s\u1ea3n chi\u1ebfn l\u01b0\u1ee3c gi\u00fap c\u00e1c \u0111\u1ed9i nh\u00f3m n\u1ed9i b\u1ed9 \u0111\u1ed3ng b\u1ed9 h\u00f3a v\u1edbi nhu c\u1ea7u kh\u00e1ch h\u00e0ng b\u00ean ngo\u00e0i. Tuy…<\/p>\n","protected":false},"author":1,"featured_media":36,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_title":"Thu h\u00fat s\u1ef1 \u1ee7ng h\u1ed9 t\u1eeb c\u00e1c b\u00ean li\u00ean quan cho c\u00e1c s\u00e1ng ki\u1ebfn l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \ud83e\udd1d","_yoast_wpseo_metadesc":"H\u1ecdc c\u00e1c chi\u1ebfn l\u01b0\u1ee3c \u0111\u00e3 \u0111\u01b0\u1ee3c ch\u1ee9ng minh \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1ef1 h\u1ed7 tr\u1ee3 t\u1eeb c\u00e1c b\u00ean li\u00ean quan cho vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. V\u01b0\u1ee3t qua s\u1ef1 ph\u1ea3n \u0111\u1ed1i, x\u00e2y d\u1ef1ng c\u00e1c tr\u01b0\u1eddng h\u1ee3p kinh doanh v\u00e0 th\u00fac \u0111\u1ea9y th\u00e0nh c\u00f4ng trong tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.","inline_featured_image":false,"fifu_image_url":"","fifu_image_alt":"","footnotes":""},"categories":[10],"tags":[5,9],"class_list":["post-35","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-journey-mapping","tag-academic","tag-customer-journey-mapping"],"yoast_head":"\nThu h\u00fat s\u1ef1 \u1ee7ng h\u1ed9 t\u1eeb c\u00e1c b\u00ean li\u00ean quan cho c\u00e1c s\u00e1ng ki\u1ebfn l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \ud83e\udd1d<\/title>\n<meta name=\"description\" content=\"H\u1ecdc c\u00e1c chi\u1ebfn l\u01b0\u1ee3c \u0111\u00e3 \u0111\u01b0\u1ee3c ch\u1ee9ng minh \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1ef1 h\u1ed7 tr\u1ee3 t\u1eeb c\u00e1c b\u00ean li\u00ean quan cho vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng. 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