{"id":4323,"date":"2022-02-16T14:24:51","date_gmt":"2022-02-16T06:24:51","guid":{"rendered":"https:\/\/blog.visual-paradigm.com\/vn\/?p=4323"},"modified":"2022-06-15T16:42:14","modified_gmt":"2022-06-15T08:42:14","slug":"what-is-a-customer-journey-map","status":"publish","type":"post","link":"https:\/\/blog.visual-paradigm.com\/vn\/what-is-a-customer-journey-map\/","title":{"rendered":"B\u1ea3n \u0110\u1ed3 H\u00e0nh Tr\u00ecnh C\u1ee7a Kh\u00e1ch H\u00e0ng L\u00e0 G\u00ec?"},"content":{"rendered":"
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B\u1ea1n c\u00f3 mu\u1ed1n t\u1ea1o \u1ea5n t\u01b0\u1ee3ng \u0111\u1ea7u ti\u00ean kh\u00f3 qu\u00ean v\u00e0 mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m mua h\u00e0ng kh\u00e1c bi\u1ec7t cho kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh kh\u00f4ng?<\/span><\/p>\n

B\u1ea1n c\u00f3 mu\u1ed1n bi\u1ebft kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh \u0111ang mua s\u1eafm nh\u01b0 th\u1ebf n\u00e0o trong th\u1ebf gi\u1edbi k\u1ef9 thu\u1eadt s\u1ed1 ng\u00e0y nay kh\u00f4ng?<\/span><\/p>\n

L\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t k\u1ef9 thu\u1eadt r\u1ea5t h\u1eefu \u00edch \u0111\u1ec3 gi\u00fap b\u1ea1n hi\u1ec3u \u0111\u01b0\u1ee3c \u0111\u1ed9ng c\u01a1 c\u1ee7a kh\u00e1ch h\u00e0ng – nhu c\u1ea7u, s\u1ef1 thi\u1ebfu quy\u1ebft \u0111o\u00e1n v\u00e0 m\u1ed1i quan t\u00e2m c\u1ee7a h\u1ecd.\u00a0M\u1eb7c d\u00f9 h\u1ea7u h\u1ebft c\u00e1c t\u1ed5 ch\u1ee9c \u0111\u1ec1u kh\u00e1 gi\u1ecfi trong vi\u1ec7c thu th\u1eadp d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, nh\u01b0ng ch\u1ec9 ri\u00eang d\u1eef li\u1ec7u kh\u00f4ng th\u1ec3 truy\u1ec1n t\u1ea3i nh\u1eefng th\u1ea5t v\u1ecdng v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0M\u1ed9t trong nh\u1eefng c\u00f4ng c\u1ee5 k\u1ec3 chuy\u1ec7n t\u1ed1t nh\u1ea5t trong kinh doanh l\u00e0 b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng (CJM).<\/span><\/p>\n

B\u1ea3n \u0111\u1ed3 H\u00e0nh tr\u00ecnh Kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/span><\/span><\/h3>\n

B\u1ea3n\u00a0<\/span>\u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng<\/span><\/a>\u00a0c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 m\u00f4 t\u1ea3 c\u00e2u chuy\u1ec7n c\u1ee7a kh\u00e1ch h\u00e0ng trong m\u1ed9t k\u1ecbch b\u1ea3n c\u1ee5 th\u1ec3, bao g\u1ed3m h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng t\u1eeb l\u1ea7n \u0111\u1ea7u ti\u00ean ti\u1ebfp x\u00fac v\u1edbi s\u1ea3n ph\u1ea9m, qua c\u00e1c giai \u0111o\u1ea1n kh\u00e1c nhau khi ti\u1ebfp x\u00fac v\u1edbi s\u1ea3n ph\u1ea9m v\u00e0 cho \u0111\u1ebfn khi k\u1ebft th\u00fac vi\u1ec7c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m.\u00a0N\u00f3 c\u00f3 th\u1ec3 l\u00e0m r\u00f5 c\u00e1c t\u01b0\u01a1ng t\u00e1c ch\u00ednh (\u0111i\u1ec3m ti\u1ebfp x\u00fac) gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 s\u1ea3n ph\u1ea9m, \u0111\u1ed3ng th\u1eddi gi\u00fap t\u1ed1i \u01b0u h\u00f3a s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c \u0111i\u1ec3m kh\u00f3 kh\u0103n b\u1eb1ng c\u00e1ch quan s\u00e1t v\u00e0 ph\u00e2n t\u00edch h\u00e0nh vi, suy ngh\u0129 v\u00e0 c\u1ea3m x\u00fac c\u1ee7a ng\u01b0\u1eddi d\u00f9ng \u1edf m\u1ed7i giai \u0111o\u1ea1n.<\/span><\/p>\n

B\u1ea3n \u0111\u1ed3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u1ef1 nh\u01b0 B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, ngo\u1ea1i tr\u1eeb vi\u1ec7c trong khi B\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng k\u1ec3 c\u00e2u chuy\u1ec7n c\u1ee7a kh\u00e1ch h\u00e0ng th\u00ec B\u1ea3n \u0111\u1ed3 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng ti\u1ebft l\u1ed9 to\u00e0n b\u1ed9 lu\u1ed3ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng khi h\u1ecd t\u01b0\u01a1ng t\u00e1c v\u1edbi th\u01b0\u01a1ng hi\u1ec7u.\u00a0N\u00f3 bao g\u1ed3m m\u1ecdi th\u1ee9 t\u1eeb ng\u01b0\u1eddi d\u00f9ng truy c\u1eadp trang web, tham gia v\u00e0o c\u00e1c ho\u1ea1t \u0111\u1ed9ng x\u00e3 h\u1ed9i, gh\u00e9 th\u0103m c\u1eeda h\u00e0ng v\u00e0 h\u1ecfi v\u1ec1 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.\u00a0N\u00f3 gi\u00fap c\u00e1c th\u00e0nh vi\u00ean kh\u00e1c nhau trong nh\u00f3m l\u00e0m vi\u1ec7c c\u00f9ng nhau \u0111\u1ec3 hi\u1ec3u h\u00e0nh vi c\u1ee7a ng\u01b0\u1eddi d\u00f9ng v\u00e0 t\u1eadp trung c\u00f4ng vi\u1ec7c kinh doanh v\u00e0o ng\u01b0\u1eddi d\u00f9ng.<\/span><\/p>\n

T\u1ea1i sao ch\u00fang ta c\u1ea7n m\u1ed9t b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng?<\/span><\/span><\/h3>\n

M\u1ee5c \u0111\u00edch c\u1ee7a vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 \u0111\u1ec3 hi\u1ec3u nh\u1eefng g\u00ec kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n \u0111ang tr\u1ea3i qua v\u00e0 c\u1ea3i thi\u1ec7n ch\u1ea5t l\u01b0\u1ee3ng tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 b\u1ea1n c\u00f3 th\u1ec3 \u0111\u1ea3m b\u1ea3o tr\u1ea3i nghi\u1ec7m nh\u1ea5t qu\u00e1n v\u00e0 li\u1ec1n m\u1ea1ch tr\u00ean t\u1ea5t c\u1ea3 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u00e0 t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh.\u00a0Kh\u00f4ng c\u00f3 g\u00ec thay th\u1ebf cho vi\u1ec7c l\u1eafng nghe kh\u00e1ch h\u00e0ng c\u1ee7a b\u1ea1n v\u1ec1 gi\u1ea3i ph\u00e1p \u1edf m\u1ed7i b\u01b0\u1edbc c\u1ee7a cu\u1ed9c h\u00e0nh tr\u00ecnh.\u00a0V\u1edbi s\u1ef1 hi\u1ec3u bi\u1ebft v\u1ec1 h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng, gi\u1edd \u0111\u00e2y b\u1ea1n c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch:<\/span><\/p>\n