B\u00e0i vi\u1ebft t\u1ed5ng h\u1ee3p v\u00e0 ph\u00e2n t\u00edch top 15 ph\u1ea7n m\u1ec1m CRM t\u1ed1t nh\u1ea5t tr\u00ean th\u1ebf gi\u1edbi v\u00e0 \u1edf Vi\u1ec7t Nam nh\u1eb1m gi\u00fap doanh nghi\u1ec7p ch\u1ecdn l\u1ef1a ph\u1ea7n m\u1ec1m ph\u00f9 h\u1ee3p \u0111\u1ec3 tri\u1ec3n khai trong doanh nghi\u1ec7p.<\/strong><\/p>\n

I. Ph\u1ea7n m\u1ec1m CRM l\u00e0 g\u00ec? L\u1ecbch s\u1eed ph\u00e1t tri\u1ec3n<\/strong><\/h2>\n

Kh\u00e1i ni\u1ec7m<\/strong><\/h3>\n

Ph\u1ea7n m\u1ec1m CRM<\/strong> l\u00e0 c\u00f4ng c\u1ee5 gi\u00fap doanh nghi\u1ec7p l\u01b0u tr\u1eef, ph\u00e2n t\u00edch v\u00e0 b\u00e1o c\u00e1o to\u00e0n b\u1ed9 th\u00f4ng tin kh\u00e1ch h\u00e0ng, l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c, l\u1ecbch s\u1eed giao d\u1ecbch, l\u1ecbch s\u1eed ti\u1ebfp c\u1eadn gi\u00fap doanh nghi\u1ec7p k\u1ebft n\u1ed1i to\u00e0n di\u1ec7n v\u1edbi kh\u00e1ch h\u00e0ng, chu\u1ea9n h\u00f3a to\u00e0n b\u1ed9 quy tr\u00ecnh kinh doanh, t\u0103ng hi\u1ec7u su\u1ea5t l\u00e0m vi\u1ec7c v\u00e0 c\u1ea3i thi\u1ec7n doanh thu.<\/p>\n

L\u1ecbch s\u1eed ph\u00e1t tri\u1ec3n<\/strong><\/h3>\n

CRM hi\u1ec7n t\u1ea1i \u0111\u01b0\u1ee3c coi l\u00e0 “tr\u00e1i tim c\u1ee7a doanh nghi\u1ec7p” v\u00e0 ng\u00e0y c\u00e0ng \u0111\u01b0\u1ee3c \u0111\u1ea7u t\u01b0 l\u1edbn. D\u1ef1 ki\u1ebfn, doanh thu c\u1ee7a th\u1ecb tr\u01b0\u1eddng CRM \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng s\u1ebd \u0111\u1ea1t \u0111\u1ebfn 80 t\u1ef7 USD v\u00e0o n\u0103m 2025. C\u00f9ng nh\u00ecn l\u1ea1i nhanh c\u00e1c c\u1ed9t m\u1ed1c l\u1edbn trong h\u00e0nh tr\u00ecnh ph\u00e1t tri\u1ec3n khi\u1ebfn CRM ng\u00e0y c\u00e0ng tr\u1edf l\u00ean quan tr\u1ecdng nh\u01b0 hi\u1ec7n nay:<\/p>\n

L\u1ecbch s\u1eed ph\u00e1t tri\u1ec3n c\u1ee7a CRM c\u00f3 qu\u00e1 tr\u00ecnh d\u00e0i h\u00ecnh th\u00e0nh v\u00e0 ph\u00e1t tri\u1ec3n t\u1eeb th\u1ebf k\u1ef7 20 \u0111\u1ebfn ng\u00e0y nay.<\/p>\n

\n
• Th\u1eadp k\u1ef7 1980 – 1990<\/strong><\/li>\n<\/ul>\n

  CRM b\u1eaft \u0111\u1ea7u xu\u1ea5t hi\u1ec7n d\u01b0\u1edbi d\u1ea1ng ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd danh s\u00e1ch kh\u00e1ch h\u00e0ng v\u00e0 th\u00f4ng tin li\u00ean h\u1ec7. \u0110\u00e2y l\u00e0 giai \u0111o\u1ea1n s\u01a1 khai c\u1ee7a CRM, ch\u01b0a c\u00f3 t\u00edch h\u1ee3p nhi\u1ec1u ch\u1ee9c n\u0103ng.<\/p>\n

  \n
  • Th\u1eadp k\u1ef7 1990 – 2000<\/strong><\/li>\n<\/ul>\n

    CRM tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn h\u01a1n v\u00e0 ph\u00e1t tri\u1ec3n \u0111\u00e1ng k\u1ec3. C\u00e1c c\u00f4ng ty s\u1eed d\u1ee5ng CRM \u0111\u1ec3 qu\u1ea3n l\u00fd t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, theo d\u00f5i th\u00f4ng tin v\u1ec1 h\u1ecd v\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ed1t h\u01a1n.<\/p>\n

    \n
    • Th\u1eadp k\u1ef7 2000 – 2010<\/strong><\/li>\n<\/ul>\n

      CRM ph\u00e1t tri\u1ec3n th\u00e0nh CRM 2.0 v\u1edbi s\u1ef1 xu\u1ea5t hi\u1ec7n c\u1ee7a c\u00e1c t\u00ednh n\u0103ng x\u00e3 h\u1ed9i nh\u01b0 m\u1ea1ng x\u00e3 h\u1ed9i, chia s\u1ebb th\u00f4ng tin tr\u1ef1c tuy\u1ebfn. \u0110i\u1ec1u n\u00e0y gi\u00fap t\u1ea1o ra m\u1ed9t h\u00ecnh \u1ea3nh to\u00e0n di\u1ec7n h\u01a1n v\u1ec1 kh\u00e1ch h\u00e0ng.<\/p>\n

      \n
      • Th\u1eadp k\u1ef7 2010 – nay<\/strong><\/li>\n<\/ul>\n

        CRM ti\u1ebfn xa h\u01a1n v\u1edbi s\u1ef1 t\u00edch h\u1ee3p c\u1ee7a tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI) v\u00e0 h\u1ecdc m\u00e1y. \u0110i\u1ec1u n\u00e0y gi\u00fap d\u1ef1 \u0111o\u00e1n h\u00e0nh vi c\u1ee7a kh\u00e1ch h\u00e0ng, t\u00f9y ch\u1ec9nh tr\u1ea3i nghi\u1ec7m c\u1ee7a h\u1ecd v\u00e0 cung c\u1ea5p gi\u1ea3i ph\u00e1p c\u00e1 nh\u00e2n h\u00f3a.<\/p>\n

        \n
        • CRM trong th\u1eddi \u0111\u1ea1i s\u1ed1 h\u00f3a<\/strong><\/li>\n<\/ul>\n

          Ng\u00e0y nay, CRM \u0111\u00e3 tr\u1edf th\u00e0nh m\u1ed9t ph\u1ea7n quan tr\u1ecdng c\u1ee7a chi\u1ebfn l\u01b0\u1ee3c kinh doanh s\u1ed1 h\u00f3a. N\u00f3 kh\u00f4ng ch\u1ec9 gi\u00fap qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3 m\u00e0 c\u00f2n \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong vi\u1ec7c ph\u00e1t tri\u1ec3n d\u1ecbch v\u1ee5, t\u1ea1o ra c\u01a1 h\u1ed9i kinh doanh m\u1edbi v\u00e0 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

          N\u1ebfu doanh nghi\u1ec7p c\u1ee7a b\u1ea1n ch\u01b0a s\u1eed d\u1ee5ng CRM, h\u00e3y \u0111\u1ecdc ti\u1ebfp m\u1ee5c b\u00ean d\u01b0\u1edbi \u0111\u1ec3 hi\u1ec3u th\u00eam v\u1ec1 \u0111\u1ed1i t\u01b0\u1ee3ng s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m CRM.<\/p>\n

          \u0110\u1ed1i t\u01b0\u1ee3ng s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m CRM<\/strong><\/h3>\n

          C\u00f3 7 \u0111\u1ed1i t\u01b0\u1ee3ng ch\u00ednh trong Doanh nghi\u1ec7p c\u1ea7n d\u00f9ng CRM, d\u01b0\u1edbi \u0111\u00e2y l\u00e0 danh s\u00e1ch c\u1ee5 th\u1ec3:<\/p>\n