{"id":22,"date":"2025-10-23T05:54:33","date_gmt":"2025-10-23T05:54:33","guid":{"rendered":"https:\/\/woraa.com\/?p=22"},"modified":"2025-10-23T05:54:33","modified_gmt":"2025-10-23T05:54:33","slug":"crm-la-gi","status":"publish","type":"post","link":"https:\/\/woraa.com\/?p=22","title":{"rendered":"CRM l\u00e0 g\u00ec?"},"content":{"rendered":"\n

CRM (Customer Relationship Management)<\/strong> l\u00e0 h\u1ec7 th\u1ed1ng\/quy tr\u00ecnh \u0111\u1ec3 qu\u1ea3n l\u00fd to\u00e0n b\u1ed9 quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng<\/strong> tr\u00ean m\u1ed9t h\u1ed3 s\u01a1 360\u00b0<\/strong>: t\u1eeb khi l\u00e0 lead<\/strong> (web\/Zalo\/Meta\/\u0111i\u1ec7n tho\u1ea1i) \u2192 t\u01b0 v\u1ea5n\u2013b\u00e1o gi\u00e1\u2013ch\u1ed1t<\/strong> \u2192 giao\u2013l\u1eafp<\/strong> \u2192 h\u1eadu m\u00e3i\u2013t\u00e1i mua<\/strong>.
M\u1ee5c ti\u00eau: t\u0103ng t\u1ec9 l\u1ec7 ch\u1ed1t, t\u0103ng gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi (LTV), gi\u1ea3m chi ph\u00ed\/lead v\u00e0 chu\u1ea9n h\u00f3a ch\u0103m s\u00f3c.<\/strong><\/p>\n\n\n\n

CRM l\u00e0m nh\u1eefng vi\u1ec7c g\u00ec?<\/h2>\n\n\n\n
    \n
  • Thu lead & ph\u00e2n c\u00f4ng t\u1ef1 \u0111\u1ed9ng<\/strong> theo chi nh\u00e1nh\/khu v\u1ef1c\/k\u00eanh.<\/li>\n\n\n\n
  • Pipeline<\/strong> theo giai \u0111o\u1ea1n (New \u2192 Contacted \u2192 Qualified \u2192 Quote \u2192 Won \u2192 Installed \u2192 Nurture).<\/li>\n\n\n\n
  • L\u01b0u l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c<\/strong>: cu\u1ed9c g\u1ecdi, Zalo chat, email, b\u00e1o gi\u00e1, \u1ea3nh v\u1ecb tr\u00ed l\u1eafp, bi\u00ean b\u1ea3n.<\/li>\n\n\n\n
  • Nh\u1eafc vi\u1ec7c & t\u1ef1 \u0111\u1ed9ng h\u00f3a<\/strong> (SLA g\u1ecdi l\u1ea1i 15\u2019, follow-up 48h, nh\u1eafc NPS\/CSAT).<\/li>\n\n\n\n
  • B\u00e1o c\u00e1o<\/strong>: ngu\u1ed3n hi\u1ec7u qu\u1ea3 (MER\/ROAS\u2192lead\u2192\u0111\u01a1n), win-rate, th\u1eddi gian x\u1eed l\u00fd, NPS.<\/li>\n<\/ul>\n\n\n\n

    Kh\u00e1c g\u00ec ERP\/POS?<\/h2>\n\n\n\n
      \n
    • CRM<\/strong>: t\u1eadp trung tr\u01b0\u1edbc\u2013trong b\u00e1n<\/strong> v\u00e0 ch\u0103m s\u00f3c; qu\u1ea3n l\u00fd lead & c\u01a1 h\u1ed9i<\/strong>.<\/li>\n\n\n\n
    • ERP\/POS<\/strong>: t\u1eadp trung giao d\u1ecbch & h\u1eadu c\u1ea7n<\/strong> (\u0111\u01a1n h\u00e0ng, kho, k\u1ebf to\u00e1n).<\/li>\n<\/ul>\n\n\n\n
      \n

      \u1ede WORAA: CRM nu\u00f4i lead & ch\u1ed1t; ERP\/POS x\u1eed \u0111\u01a1n, kho, thu ti\u1ec1n.<\/p>\n<\/blockquote>\n\n\n\n

      \u00c1p d\u1ee5ng nhanh cho WORAA<\/h2>\n\n\n\n

      Tr\u01b0\u1eddng d\u1eef li\u1ec7u b\u1eaft bu\u1ed9c tr\u00ean lead:<\/strong> T\u1ec9nh\/chi nh\u00e1nh, qu\u1eadn, m\u00b2 ph\u00f2ng, treo\/t\u1ee7<\/strong>, kho\u1ea3ng c\u00e1ch xem, ghim Maps + \u1ea3nh v\u1ecb tr\u00ed<\/strong>, ng\u00e2n s\u00e1ch, th\u01b0\u01a1ng hi\u1ec7u \u01b0u ti\u00ean, khung gi\u1edd l\u1eafp.
      S\u1ef1 ki\u1ec7n c\u1ea7n ghi:<\/strong> ViewItem\/ATC\/Checkout (web), g\u1ecdi\/nh\u1ee1, Zalo chat, g\u1eedi b\u00e1o gi\u00e1, \u0111\u1eb7t l\u1ecbch, l\u1eafp xong, NPS\/CSAT, ticket b\u1ea3o h\u00e0nh.<\/p>\n\n\n\n

      KPI c\u1ed1t l\u00f5i<\/h2>\n\n\n\n
        \n
      • Callback \u2264 15\u2019<\/strong> \u2265 95%<\/li>\n\n\n\n
      • Qualified\u2192Quote<\/strong> \u2265 60% \u2022 Win-rate<\/strong> (Quote\u2192Won) \u2265 30%<\/li>\n\n\n\n
      • AOV<\/strong> & Attach rate<\/strong> ph\u1ee5 ki\u1ec7n \u2265 35%<\/li>\n\n\n\n
      • Th\u1eddi gian t\u1eeb lead\u2192l\u1eafp<\/strong> (ng\u00e0y) \u2022 NPS<\/strong> \u2265 70<\/li>\n<\/ul>\n\n\n\n

        L\u1ed9 tr\u00ecnh 30 ng\u00e0y (g\u1ecdn)<\/h2>\n\n\n\n
          \n
        1. Tu\u1ea7n 1:<\/strong> Chu\u1ea9n h\u00f3a form lead + pipeline + SLA; map chi nh\u00e1nh.<\/li>\n\n\n\n
        2. Tu\u1ea7n 2:<\/strong> K\u1ebft n\u1ed1i Web\/Zalo\/Meta\/Hotline \u2192 CRM; t\u1ea1o m\u1eabu b\u00e1o gi\u00e1 + k\u1ecbch b\u1ea3n nh\u1eafc vi\u1ec7c.<\/li>\n\n\n\n
        3. Tu\u1ea7n 3:<\/strong> Dashboard KPI (theo k\u00eanh\/chi nh\u00e1nh\/nh\u00e2n s\u1ef1); c\u1ea3nh b\u00e1o SLA tr\u1ec5.<\/li>\n\n\n\n
        4. Tu\u1ea7n 4:<\/strong> NPS\/CSAT t\u1ef1 \u0111\u1ed9ng; playbook ch\u0103m s\u00f3c 7\u201330\u201390 ng\u00e0y (upsell soundbar\/gi\u00e1 treo).<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

          CRM (Customer Relationship Management) l\u00e0 h\u1ec7 th\u1ed1ng\/quy tr\u00ecnh \u0111\u1ec3 qu\u1ea3n l\u00fd to\u00e0n b\u1ed9 quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng tr\u00ean m\u1ed9t h\u1ed3 s\u01a1 360\u00b0: t\u1eeb khi l\u00e0 lead (web\/Zalo\/Meta\/\u0111i\u1ec7n tho\u1ea1i) \u2192 t\u01b0 v\u1ea5n\u2013b\u00e1o gi\u00e1\u2013ch\u1ed1t \u2192 giao\u2013l\u1eafp \u2192 h\u1eadu m\u00e3i\u2013t\u00e1i mua.M\u1ee5c ti\u00eau: t\u0103ng t\u1ec9 l\u1ec7 ch\u1ed1t, t\u0103ng gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi (LTV), gi\u1ea3m chi ph\u00ed\/lead v\u00e0 chu\u1ea9n […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-22","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/woraa.com\/index.php?rest_route=\/wp\/v2\/posts\/22","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/woraa.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/woraa.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/woraa.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/woraa.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=22"}],"version-history":[{"count":1,"href":"https:\/\/woraa.com\/index.php?rest_route=\/wp\/v2\/posts\/22\/revisions"}],"predecessor-version":[{"id":23,"href":"https:\/\/woraa.com\/index.php?rest_route=\/wp\/v2\/posts\/22\/revisions\/23"}],"wp:attachment":[{"href":"https:\/\/woraa.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=22"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/woraa.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=22"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/woraa.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=22"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}