{"id":28750,"date":"2024-02-29T23:03:23","date_gmt":"2024-02-29T16:03:23","guid":{"rendered":"https:\/\/kounselly.com\/?p=28750"},"modified":"2024-03-31T16:04:58","modified_gmt":"2024-03-31T09:04:58","slug":"client-journey-map","status":"publish","type":"post","link":"https:\/\/kounselly.com\/vi\/client-journey-map\/","title":{"rendered":"Chinh ph\u1ee5c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1eb1ng Customer Journey Map"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Chinh ph\u1ee5c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u00f2i h\u1ecfi s\u1ef1 hi\u1ec3u bi\u1ebft t\u1eadn t\u00e2m v\u1ec1 h\u00e0nh vi v\u00e0 mong mu\u1ed1n c\u1ee7a h\u1ecd. Trong h\u00e0nh tr\u00ecnh n\u00e0y, client journey map (Customer Journey Map) l\u00e0 ch\u00eca kh\u00f3a gi\u00fap \u0111\u1ecbnh h\u00ecnh v\u00e0 t\u1ed1i \u01b0u h\u00f3a m\u1ecdi giao ti\u1ebfp, t\u1eeb kh\u00e1m ph\u00e1 \u0111\u1ebfn ho\u00e0n t\u1ea5t giao d\u1ecbch. H\u00e3y c\u00f9ng nhau t\u00ecm hi\u1ec3u v\u1ec1 c\u00e1ch c\u00f4ng c\u1ee5 n\u00e0y gi\u00fap l\u00e0m th\u1ebf n\u00e0o ch\u00fang ta c\u00f3 th\u1ec3 k\u1ebft n\u1ed1i m\u1ea1nh m\u1ebd v\u1edbi kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Customer Journey Map l\u00e0 g\u00ec?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">Customer Journey Map (CJM), hay c\u00f2n g\u1ecdi l\u00e0 B\u1ea3n \u0111\u1ed3 H\u00e0nh tr\u00ecnh Kh\u00e1ch h\u00e0ng ho\u1eb7c client journey map. \u0110\u00e2y l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 tr\u1ef1c quan gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u00e0nh tr\u00ecnh m\u00e0 kh\u00e1ch h\u00e0ng tr\u1ea3i qua khi t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.\n<br>\nCJM th\u1ec3 hi\u1ec7n c\u00e1c giai \u0111o\u1ea1n c\u1ee7a h\u00e0nh tr\u00ecnh, <a href=\"https:\/\/kounselly.com\/vi\/customer-touch-point\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u0111i\u1ec3m ch\u1ea1m<\/a> (touchpoint) gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 th\u01b0\u01a1ng hi\u1ec7u t\u1ea1i m\u1ed7i giai \u0111o\u1ea1n, c\u1ea3m x\u00fac v\u00e0 suy ngh\u0129 c\u1ee7a kh\u00e1ch h\u00e0ng, c\u0169ng nh\u01b0 mong \u0111\u1ee3i v\u00e0 m\u1ee5c ti\u00eau c\u1ee7a h\u1ecd. B\u1eb1ng c\u00e1ch x\u00e2y d\u1ef1ng v\u00e0 ph\u00e2n t\u00edch CJM, doanh nghi\u1ec7p c\u00f3 th\u1ec3:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>T\u1ed1i \u01b0u h\u00f3a chi\u1ebfn l\u01b0\u1ee3c marketing: T\u1eadp trung v\u00e0o c\u00e1c \u0111i\u1ec3m ch\u1ea1m quan tr\u1ecdng, c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u1ea1i c\u00e1c giai \u0111o\u1ea1n kh\u00e1c nhau.<\/li>\n\n\n\n<li>N\u00e2ng cao hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng: X\u00e1c \u0111\u1ecbnh nh\u1eefng \u0111i\u1ec3m y\u1ebfu trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea3i thi\u1ec7n \u0111\u1ec3 t\u0103ng doanh s\u1ed1 v\u00e0 l\u1ee3i nhu\u1eadn.<\/li>\n\n\n\n<li>X\u00e2y d\u1ef1ng th\u01b0\u01a1ng hi\u1ec7u: Mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c cho kh\u00e1ch h\u00e0ng, gi\u00fap thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3.<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"597\" data-src=\"https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1-1024x597.jpg\" alt=\"customer journey map\" class=\"wp-image-28752 lazyload\" data-srcset=\"https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1-1024x597.jpg 1024w, https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1-300x175.jpg 300w, https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1-768x448.jpg 768w, https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1-18x10.jpg 18w, https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1-695x405.jpg 695w, https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1.jpg 1074w\" data-sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/597;\" \/><noscript><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"597\" src=\"https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1-1024x597.jpg\" alt=\"customer journey map\" class=\"wp-image-28752\" srcset=\"https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1-1024x597.jpg 1024w, https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1-300x175.jpg 300w, https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1-768x448.jpg 768w, https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1-18x10.jpg 18w, https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1-695x405.jpg 695w, https:\/\/kounselly.com\/wp-content\/uploads\/2024\/02\/anh-1.jpg 1074w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/noscript><\/figure>\n<\/div>\n\n\n<h2 class=\"wp-block-heading\">T\u1ea1i sao doanh nghi\u1ec7p c\u1ea7n l\u1eadp Customer Journey Map?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">C\u00f3 nhi\u1ec1u l\u00fd do khi\u1ebfn doanh nghi\u1ec7p c\u1ea7n l\u1eadp Customer Journey Map (CJM), bao g\u1ed3m:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Hi\u1ec3u r\u00f5 kh\u00e1ch h\u00e0ng h\u01a1n: CJM gi\u00fap doanh nghi\u1ec7p hi\u1ec3u r\u00f5 h\u00e0nh vi, nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng trong su\u1ed1t h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m. T\u1eeb \u0111\u00f3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u01b0a ra nh\u1eefng quy\u1ebft \u0111\u1ecbnh s\u00e1ng su\u1ed1t h\u01a1n v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5, chi\u1ebfn l\u01b0\u1ee3c marketing v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng: CJM gi\u00fap doanh nghi\u1ec7p x\u00e1c \u0111\u1ecbnh nh\u1eefng \u0111i\u1ec3m y\u1ebfu trong h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u01b0a ra c\u00e1c gi\u1ea3i ph\u00e1p c\u1ea3i thi\u1ec7n. B\u1eb1ng c\u00e1ch n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 thu h\u00fat v\u00e0 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n.<\/li>\n\n\n\n<li>T\u0103ng doanh thu: Khi kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi tr\u1ea3i nghi\u1ec7m, h\u1ecd c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng mua h\u00e0ng h\u01a1n v\u00e0 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 cho ng\u01b0\u1eddi kh\u00e1c. CJM gi\u00fap doanh nghi\u1ec7p t\u0103ng doanh thu b\u1eb1ng c\u00e1ch c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i v\u00e0 t\u0103ng gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>N\u00e2ng cao hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng: CJM gi\u00fap x\u00e1c \u0111\u1ecbnh nh\u1eefng \u0111i\u1ec3m y\u1ebfu trong ho\u1ea1t \u0111\u1ed9ng. T\u1eeb \u0111\u00f3 \u0111\u01b0a ra c\u00e1c gi\u1ea3i ph\u00e1p \u0111\u1ec3 c\u1ea3i thi\u1ec7n hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng.<\/li>\n\n\n\n<li>X\u00e2y d\u1ef1ng th\u01b0\u01a1ng hi\u1ec7u: CJM gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng th\u01b0\u01a1ng hi\u1ec7u m\u1ea1nh m\u1ebd b\u1eb1ng c\u00e1ch mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c cho kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>Ph\u00e1t tri\u1ec3n chi\u1ebfn l\u01b0\u1ee3c hi\u1ec7u qu\u1ea3: CJM gi\u00fap doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n chi\u1ebfn l\u01b0\u1ee3c marketing, b\u00e1n h\u00e0ng v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng. B\u1eb1ng c\u00e1ch ph\u00e1t tri\u1ec3n chi\u1ebfn l\u01b0\u1ee3c hi\u1ec7u qu\u1ea3, doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee5c ti\u00eau kinh doanh m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 h\u01a1n.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">C\u00e1c giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<p class=\"wp-block-paragraph translation-block\">H\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng th\u01b0\u1eddng \u0111\u01b0\u1ee3c chia th\u00e0nh 5 giai \u0111o\u1ea1n ch\u00ednh: nh\u1eadn th\u1ee9c, c\u00e2n nh\u1eafc, mua h\u00e0ng, <strong><a href=\"https:\/\/kounselly.com\/vi\/retention-rate-la-gi\/\" target=\"_blank\" rel=\"noreferrer noopener\">gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng<\/a><\/strong> v\u00e0 khuy\u1ebfn kh\u00edch.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Nh\u1eadn th\u1ee9c<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u0110\u00e2y l\u00e0 giai \u0111o\u1ea1n \u0111\u1ea7u ti\u00ean, kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u nh\u1eadn th\u1ee9c v\u1ec1 s\u1ef1 t\u1ed3n t\u1ea1i c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u, s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. H\u1ecd c\u00f3 th\u1ec3 ti\u1ebfp c\u1eadn th\u00f4ng tin v\u1ec1 th\u01b0\u01a1ng hi\u1ec7u th\u00f4ng qua c\u00e1c k\u00eanh qu\u1ea3ng c\u00e1o, truy\u1ec1n mi\u1ec7ng, m\u1ea1ng x\u00e3 h\u1ed9i, website... M\u1ee5c ti\u00eau c\u1ee7a doanh nghi\u1ec7p l\u00e0 thu h\u00fat s\u1ef1 ch\u00fa \u00fd c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o \u1ea5n t\u01b0\u1ee3ng ban \u0111\u1ea7u t\u1ed1t \u0111\u1eb9p.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">C\u00e2n nh\u1eafc<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Sau khi nh\u1eadn th\u1ee9c \u0111\u01b0\u1ee3c th\u01b0\u01a1ng hi\u1ec7u, kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u t\u00ecm hi\u1ec3u k\u1ef9 h\u01a1n v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. H\u1ecd so s\u00e1nh c\u00e1c l\u1ef1a ch\u1ecdn kh\u00e1c nhau, \u0111\u00e1nh gi\u00e1 gi\u00e1 c\u1ea3, ch\u1ea5t l\u01b0\u1ee3ng, t\u00ednh n\u0103ng... M\u1ee5c ti\u00eau c\u1ee7a doanh nghi\u1ec7p l\u00e0 cung c\u1ea5p \u0111\u1ea7y \u0111\u1ee7 th\u00f4ng tin c\u1ea7n thi\u1ebft \u0111\u1ec3 gi\u00fap kh\u00e1ch h\u00e0ng \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Mua h\u00e0ng<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u0110\u00e2y l\u00e0 giai \u0111o\u1ea1n kh\u00e1ch h\u00e0ng quy\u1ebft \u0111\u1ecbnh mua s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p. Qu\u00e1 tr\u00ecnh mua h\u00e0ng c\u1ea7n di\u1ec5n ra su\u00f4n s\u1ebb v\u00e0 thu\u1eadn ti\u1ec7n \u0111\u1ec3 t\u1ea1o tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c cho kh\u00e1ch h\u00e0ng. M\u1ee5c ti\u00eau c\u1ee7a doanh nghi\u1ec7p l\u00e0 th\u00fac \u0111\u1ea9y kh\u00e1ch h\u00e0ng mua h\u00e0ng v\u00e0 t\u1ea1o ra doanh thu.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Gi\u1eef ch\u00e2n<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Sau khi mua h\u00e0ng, doanh nghi\u1ec7p c\u1ea7n n\u1ed7 l\u1ef1c gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng v\u00e0 khuy\u1ebfn kh\u00edch h\u1ecd mua h\u00e0ng. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n th\u00f4ng qua c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t... M\u1ee5c ti\u00eau c\u1ee7a doanh nghi\u1ec7p l\u00e0 x\u00e2y d\u1ef1ng m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 t\u0103ng gi\u00e1 tr\u1ecb v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Khuy\u1ebfn kh\u00edch<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Giai \u0111o\u1ea1n cu\u1ed1i c\u00f9ng, kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng v\u1edbi s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u00f3 th\u1ec3 tr\u1edf th\u00e0nh ng\u01b0\u1eddi \u1ee7ng h\u1ed9 cho th\u01b0\u01a1ng hi\u1ec7u. H\u1ecd c\u00f3 th\u1ec3 chia s\u1ebb tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c c\u1ee7a m\u00ecnh v\u1edbi b\u1ea1n b\u00e8, gia \u0111\u00ecnh v\u00e0 \u0111\u1ed3ng nghi\u1ec7p. M\u1ee5c ti\u00eau c\u1ee7a doanh nghi\u1ec7p l\u00e0 bi\u1ebfn kh\u00e1ch h\u00e0ng th\u00e0nh nh\u1eefng ng\u01b0\u1eddi truy\u1ec1n mi\u1ec7ng t\u00edch c\u1ef1c cho th\u01b0\u01a1ng hi\u1ec7u.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">C\u00e1c b\u01b0\u1edbc x\u00e2y d\u1ef1ng Customer journey map<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u0110\u1ec3 x\u00e2y d\u1ef1ng Customer Journey Map (CJM) hi\u1ec7u qu\u1ea3, doanh nghi\u1ec7p c\u1ea7n th\u1ef1c hi\u1ec7n c\u00e1c b\u01b0\u1edbc sau:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>X\u00e1c \u0111\u1ecbnh m\u1ee5c ti\u00eau: X\u00e1c \u0111\u1ecbnh r\u00f5 m\u1ee5c ti\u00eau x\u00e2y d\u1ef1ng CJM l\u00e0 g\u00ec \u0111\u1ec3 t\u1eadp trung v\u00e0o c\u00e1c kh\u00eda c\u1ea1nh quan tr\u1ecdng. M\u1ee5c ti\u00eau c\u00f3 th\u1ec3 l\u00e0 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, t\u0103ng doanh thu, ph\u00e1t tri\u1ec3n s\u1ea3n ph\u1ea9m\/ d\u1ecbch v\u1ee5 m\u1edbi hay hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 h\u00e0nh vi kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>Ph\u00e1c th\u1ea3o ch\u00e2n dung kh\u00e1ch h\u00e0ng (Persona): X\u00e1c \u0111\u1ecbnh c\u00e1c nh\u00f3m kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau ch\u00ednh v\u00e0 t\u1ea1o ra m\u00f4 t\u1ea3 chi ti\u1ebft v\u1ec1 t\u1eebng nh\u00f3m kh\u00e1ch h\u00e0ng, bao g\u1ed3m th\u00f4ng tin nh\u00e2n kh\u1ea9u h\u1ecdc, nhu c\u1ea7u, mong mu\u1ed1n, h\u00e0nh vi... <\/li>\n\n\n\n<li>X\u00e1c \u0111\u1ecbnh c\u00e1c giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng: Chia nh\u1ecf h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng th\u00e0nh c\u00e1c giai \u0111o\u1ea1n ch\u00ednh V\u00ed d\u1ee5 nh\u01b0 nh\u1eadn th\u1ee9c, t\u00ecm ki\u1ebfm th\u00f4ng tin, mua h\u00e0ng, s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, v\u00e0 ph\u1ea3n h\u1ed3i.<\/li>\n\n\n\n<li>Li\u1ec7t k\u00ea c\u00e1c \u0111i\u1ec3m ch\u1ea1m (Touchpoint): X\u00e1c \u0111\u1ecbnh t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m m\u00e0 kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u. Trong \u0111\u00f3 bao g\u1ed3m website, m\u1ea1ng x\u00e3 h\u1ed9i, c\u1eeda h\u00e0ng, d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng...<\/li>\n\n\n\n<li class=\" translation-block\">Ph\u00e2n t\u00edch h\u00e0nh vi v\u00e0 c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng: \u0110\u00e1nh gi\u00e1 <strong><a href=\"https:\/\/kounselly.com\/vi\/tam-ly-khach-hang\/\" target=\"_blank\" rel=\"noreferrer noopener\">t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng<\/a><\/strong> t\u1ea1i m\u1ed7i \u0111i\u1ec3m ch\u1ea1m. X\u00e1c \u0111\u1ecbnh nh\u1eefng \u0111i\u1ec3m y\u1ebfu v\u00e0 \u0111i\u1ec3m m\u1ea1nh trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>H\u00ecnh \u1ea3nh h\u00f3a CJM: S\u1eed d\u1ee5ng bi\u1ec3u \u0111\u1ed3, s\u01a1 \u0111\u1ed3 ho\u1eb7c h\u00ecnh \u1ea3nh \u0111\u1ec3 minh h\u1ecda h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch tr\u1ef1c quan. CJM c\u1ea7n d\u1ec5 hi\u1ec3u v\u00e0 d\u1ec5 chia s\u1ebb v\u1edbi c\u00e1c b\u00ean li\u00ean quan.<\/li>\n\n\n\n<li>L\u1eb7p l\u1ea1i v\u00e0 c\u1ea3i ti\u1ebfn: CJM l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 li\u00ean t\u1ee5c \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt v\u00e0 c\u1ea3i ti\u1ebfn. Doanh nghi\u1ec7p c\u1ea7n th\u01b0\u1eddng xuy\u00ean thu th\u1eadp ph\u1ea3n h\u1ed3i v\u00e0 d\u1eef li\u1ec7u m\u1edbi \u0111\u1ec3 c\u1eadp nh\u1eadt CJM cho ph\u00f9 h\u1ee3p.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">C\u1ea7n l\u01b0u \u00fd m\u1ed9t s\u1ed1 \u0111i\u1ec1u sau:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Qu\u00e1 tr\u00ecnh x\u00e2y d\u1ef1ng CJM c\u00f3 th\u1ec3 thay \u0111\u1ed5i t\u00f9y thu\u1ed9c v\u00e0o m\u1ee5c ti\u00eau v\u00e0 \u0111\u1eb7c \u0111i\u1ec3m c\u1ee7a doanh nghi\u1ec7p.<\/li>\n\n\n\n<li>Doanh nghi\u1ec7p n\u00ean tham kh\u1ea3o \u00fd ki\u1ebfn c\u1ee7a c\u00e1c b\u00ean li\u00ean quan trong qu\u00e1 tr\u00ecnh x\u00e2y d\u1ef1ng CJM.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Nguy\u00ean t\u1eafc gi\u00fap t\u1ed1i \u01b0u h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u0110\u1ec3 t\u1ed1i \u01b0u h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u1ea7n tu\u00e2n th\u1ee7 nh\u1eefng nguy\u00ean t\u1eafc sau:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m: M\u1ecdi ho\u1ea1t \u0111\u1ed9ng c\u1ee7a doanh nghi\u1ec7p c\u1ea7n h\u01b0\u1edbng \u0111\u1ebfn m\u1ee5c ti\u00eau \u0111\u00e1p \u1ee9ng nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p c\u1ea7n \u0111\u1eb7t m\u00ecnh v\u00e0o v\u1ecb tr\u00ed kh\u00e1ch h\u00e0ng \u0111\u1ec3 hi\u1ec3u r\u00f5 c\u1ea3m x\u00fac, suy ngh\u0129 v\u00e0 h\u00e0nh vi c\u1ee7a h\u1ecd.<\/li>\n\n\n\n<li>T\u1ea1o s\u1ef1 \u0111\u1ed3ng nh\u1ea5t: Tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u1ed3ng nh\u1ea5t tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh t\u01b0\u01a1ng t\u00e1c, t\u1eeb website, m\u1ea1ng x\u00e3 h\u1ed9i, c\u1eeda h\u00e0ng \u0111\u1ebfn d\u1ecbch v\u1ee5 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p c\u1ea7n \u0111\u1ea3m b\u1ea3o th\u00f4ng tin nh\u1ea5t qu\u00e1n v\u00e0 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 \u0111\u1ed3ng \u0111\u1ec1u tr\u00ean m\u1ecdi k\u00eanh.<\/li>\n\n\n\n<li>C\u00e1 nh\u00e2n h\u00f3a:Doanh nghi\u1ec7p c\u0169ng c\u1ea7n c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch s\u1eed d\u1ee5ng d\u1eef li\u1ec7u \u0111\u1ec3 hi\u1ec3u r\u00f5 s\u1edf th\u00edch v\u00e0 nhu c\u1ea7u c\u1ee7a t\u1eebng ng\u01b0\u1eddi. Cung c\u1ea5p c\u00e1c s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 v\u00e0 th\u00f4ng tin \u0111\u01b0\u1ee3c \u0111\u1ec1 xu\u1ea5t ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>\u0110\u01a1n gi\u1ea3n h\u00f3a: \u0110\u01a1n gi\u1ea3n h\u00f3a c\u00e1c quy tr\u00ecnh v\u00e0 th\u1ee7 t\u1ee5c \u0111\u1ec3 kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng th\u1ef1c hi\u1ec7n c\u00e1c giao d\u1ecbch. \u0110\u1ed3ng th\u1eddi lo\u1ea1i b\u1ecf c\u00e1c r\u00e0o c\u1ea3n v\u00e0 h\u1ea1n ch\u1ebf t\u1ed1i \u0111a s\u1ef1 ph\u1ee9c t\u1ea1p trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n<li>Li\u00ean t\u1ee5c c\u1ea3i ti\u1ebfn: Li\u00ean t\u1ee5c thu th\u1eadp ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u1ea3i ti\u1ebfn c\u00e1c quy tr\u00ecnh, s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 \u0111\u1ec3 mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m t\u1ed1t nh\u1ea5t cho kh\u00e1ch h\u00e0ng. Ngo\u00e0i ra c\u1ea7n theo d\u00f5i c\u00e1c xu h\u01b0\u1edbng th\u1ecb tr\u01b0\u1eddng v\u00e0 \u00e1p d\u1ee5ng c\u00e1c c\u00f4ng ngh\u1ec7 m\u1edbi \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Customer Journey Map hay client journey map kh\u00f4ng ch\u1ec9 l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5, m\u00e0 c\u00f2n l\u00e0 kim ch\u1ec9 nam d\u1eabn d\u1eaft doanh nghi\u1ec7p \u0111\u1ebfn v\u1edbi th\u00e0nh c\u00f4ng trong k\u1ef7 nguy\u00ean l\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m tr\u1ecdng t\u00e2m. B\u1eb1ng c\u00e1ch th\u1ea5u hi\u1ec3u h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, doanh nghi\u1ec7p c\u00f3 th\u1ec3 t\u1ea1o ra nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u1ed9c \u0111\u00e1o v\u00e0 \u0111\u00e1ng nh\u1edb, t\u1eeb \u0111\u00f3 thu h\u00fat, gi\u1eef ch\u00e2n v\u00e0 nu\u00f4i d\u01b0\u1ee1ng l\u00f2ng trung th\u00e0nh c\u1ee7a kh\u00e1ch h\u00e0ng. H\u00e3y b\u1eaft \u0111\u1ea7u h\u00e0nh tr\u00ecnh chinh ph\u1ee5c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1eb1ng CJM ngay h\u00f4m nay!<\/p>","protected":false},"excerpt":{"rendered":"<p>Conquering customer experience requires a dedicated understanding of their behavior and desires. In this journey, the client journey map (customer journey map) is the key to shaping and optimizing every communication, from discovery to transaction completion. Let&#8217;s learn about how this tool helps us to connect strongly with customers. What is Customer Journey Map? Customer&#8230;<\/p>","protected":false},"author":99,"featured_media":28754,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_eb_attr":"","_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_themeisle_gutenberg_block_has_review":false,"footnotes":""},"categories":[135,286],"tags":[213,245],"class_list":["post-28750","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-entrepreneurship-startup","category-marketing","tag-marketing-strategy","tag-startup"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Conquer customer experience with Client Journey Map - Kounselly<\/title>\n<meta name=\"description\" content=\"Client journey map (customer journey map) is the key to shaping and optimizing every 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