{"id":14126,"date":"2026-01-13T09:31:14","date_gmt":"2026-01-13T02:31:14","guid":{"rendered":"https:\/\/fts.com.vn\/?post_type=article&p=14126"},"modified":"2026-01-13T09:31:14","modified_gmt":"2026-01-13T02:31:14","slug":"crm-la-gi-diem-khac-biet-giua-phan-mem-erp-va-crm","status":"publish","type":"article","link":"https:\/\/fts.com.vn\/en\/article\/crm-la-gi-diem-khac-biet-giua-phan-mem-erp-va-crm\/","title":{"rendered":"CRM l\u00e0 g\u00ec? \u0110i\u1ec3m kh\u00e1c bi\u1ec7t gi\u1eefa ph\u1ea7n m\u1ec1m ERP v\u00e0 CRM"},"content":{"rendered":"\n

Trong th\u1eddi \u0111\u1ea1i s\u1ed1 h\u00f3a, vi\u1ec7c qu\u1ea3n l\u00fd v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 l\u00e0 y\u1ebfu t\u1ed1 then ch\u1ed1t gi\u00fap doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf (SME) c\u1ea1nh tranh v\u00e0 ph\u00e1t tri\u1ec3n b\u1ec1n v\u1eefng.
CRM (Customer Relationship Management) v\u00e0 ERP (Enterprise Resource Planning) l\u00e0 hai c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p trong vi\u1ec7c t\u1ed1i \u01b0u ho\u1ea1t \u0111\u1ed9ng kinh doanh. Tuy nhi\u00ean, r\u1ea5t nhi\u1ec1u doanh nghi\u1ec7p v\u1eabn ch\u01b0a hi\u1ec3u r\u00f5 v\u1ec1 hai h\u1ec7 th\u1ed1ng n\u00e0y. B\u00e0i vi\u1ebft d\u01b0\u1edbi \u0111\u00e2y s\u1ebd gi\u00fap b\u1ea1n hi\u1ec3u r\u00f5 CRM, c\u00e1c ch\u1ee9c n\u0103ng quan tr\u1ecdng v\u00e0 nh\u1eefng \u0111i\u1ec3m kh\u00e1c bi\u1ec7t ch\u00ednh gi\u1eefa CRM v\u00e0 ERP.<\/p>\n\n\n\n

CRM l\u00e0 g\u00ec?<\/h2>\n\n\n\n

CRM (Customer Relationship Management) l\u00e0 ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p duy tr\u00ec, t\u0103ng c\u01b0\u1eddng quan h\u1ec7 v\u00e0 t\u1ed1i \u01b0u tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.
Ph\u1ea7n m\u1ec1m CRM gi\u00fap t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh kinh doanh, theo d\u00f5i v\u00e0 l\u01b0u l\u1ea1i ho\u1ea1t \u0111\u1ed9ng t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, t\u1eeb khi ti\u1ebfp nh\u1eadn th\u00f4ng tin cho \u0111\u1ebfn khi k\u1ebft th\u00fac qu\u00e1 tr\u00ecnh b\u00e1n h\u00e0ng. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 l\u01b0u tr\u1eef th\u00f4ng tin giao d\u1ecbch, l\u01b0\u1ee3c s\u1eed trao \u0111\u1ed5i hay h\u1ee3p \u0111\u1ed3ng c\u1ee7a t\u1eebng kh\u00e1ch h\u00e0ng v\u00e0o h\u1ec7 th\u1ed1ng \u0111\u1ec3 d\u1ec5 d\u00e0ng truy xu\u1ea5t khi c\u1ea7n. \u0110i\u1ec1u n\u00e0y gi\u00fap \u0111\u1ed9i ng\u0169 kinh doanh ch\u1ee7 \u0111\u1ed9ng h\u01a1n trong vi\u1ec7c ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, cung c\u1ea5p d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p v\u00e0 ch\u1ed1t \u201cs\u1ed1\u201d m\u1ed9t c\u00e1ch nhanh ch\u00f3ng.<\/p>\n\n\n\n

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Kh\u00e1i ni\u1ec7m CRM<\/figcaption><\/figure>\n\n\n\n

C\u00e1c ch\u1ee9c n\u0103ng quan tr\u1ecdng c\u1ee7a ph\u1ea7n m\u1ec1m CRM<\/h2>\n\n\n\n

Qu\u1ea3n l\u00fd h\u1ed3 s\u01a1 c\u1ee7a kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n

CRM cho ph\u00e9p kh\u1edfi t\u1ea1o v\u00e0 l\u01b0u tr\u1eef to\u00e0n th\u00f4ng tin c\u1ee7a c\u00e1c kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng nh\u01b0 t\u00ean, \u0111\u1ecba ch\u1ec9, email, s\u1ed1 \u0111i\u1ec7n tho\u1ea1i, c\u00f4ng ty, ng\u00e0nh ngh\u1ec1. Nh\u1edd v\u1eady gi\u00fap doanh nghi\u1ec7p qu\u1ea3n l\u00fd, t\u1ed5 ch\u1ee9c v\u00e0 khai th\u00e1c d\u1eef li\u1ec7u d\u1ec5 d\u00e0ng v\u00e0 hi\u1ec7u qu\u1ea3.<\/p>\n\n\n\n

Qu\u1ea3n l\u00fd ho\u1ea1t \u0111\u1ed9ng b\u00e1n h\u00e0ng<\/h3>\n\n\n\n

Ph\u1ea7n m\u1ec1m CRM gi\u00fap doanh nghi\u1ec7p theo d\u00f5i qu\u00e1 tr\u00ecnh trao \u0111\u1ed5i v\u1edbi kh\u00e1ch h\u00e0ng t\u1eeb l\u00fac ti\u1ebfp nh\u1eadn th\u00f4ng tin \u0111\u1ebfn khi b\u00e1n h\u00e0ng. Nh\u00e2n vi\u00ean kinh doanh c\u00f3 th\u1ec3 truy xu\u1ea5t l\u1ecbch s\u1eed t\u01b0 v\u1ea5n, qu\u1ea3n l\u00fd quy tr\u00ecnh b\u00e1o gi\u00e1 v\u00e0 ch\u1ed1t \u0111\u01a1n h\u00e0ng nhanh ch\u00f3ng.<\/p>\n\n\n\n

Qu\u1ea3n l\u00fd ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n

H\u1ec7 Th\u1ed1ng CRM h\u1ed7 tr\u1ee3 ghi nh\u1eadn m\u1ecdi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng qua email, cu\u1ed9c g\u1ecdi, tin nh\u1eafn. H\u1ec7 th\u1ed1ng gi\u00fap doanh nghi\u1ec7p theo d\u00f5i y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3, \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng lu\u00f4n nh\u1eadn \u0111\u01b0\u1ee3c d\u1ecbch v\u1ee5 t\u1ed1t nh\u1ea5t.<\/p>\n\n\n\n

\u0110o l\u01b0\u1eddng v\u00e0 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t<\/h3>\n\n\n\n

Ph\u1ea7n m\u1ec1m qu\u1ea3n l\u00fd kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p n\u1eafm b\u1eaft t\u1ed5ng th\u1ec3 v\u1ec1 hi\u1ec7u qu\u1ea3 giao ti\u1ebfp v\u00e0 \u0111\u00e1nh gi\u00e1 nghi\u1ec7p v\u1ee5 c\u1ee7a nh\u00e2n vi\u00ean th\u00f4ng qua c\u00e1c b\u00e1o c\u00e1o. \u0110\u1ed3ng th\u1eddi, cho ph\u00e9p tra c\u1ee9u v\u00e0 t\u1ed5ng h\u1ee3p d\u1eef li\u1ec7u v\u1ec1 s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch mua h\u00e0ng, l\u01b0\u1ee3ng kh\u00e1ch ti\u1ec1m n\u0103ng, v\u00e0 c\u00e1c v\u1ea5n \u0111\u1ec1 kh\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Top 5+ \u0111i\u1ec3m kh\u00e1c bi\u1ec7t gi\u1eefa ph\u1ea7n m\u1ec1m ERP v\u00e0 CRM<\/h2>\n\n\n\n

ERP l\u00e0 m\u1ed9t ph\u1ea7n m\u1ec1m hi\u1ec7n \u0111\u1ea1i h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p trong vi\u1ec7c t\u1ed1i \u01b0u ngu\u1ed3n l\u1ef1c n\u1ed9i b\u1ed9 v\u00e0 n\u00e2ng cao hi\u1ec7u su\u1ea5t c\u00f4ng vi\u1ec7c. C\u00f9ng t\u00ecm hi\u1ec3u trong b\u1ea3ng so s\u00e1nh d\u01b0\u1edbi \u0111\u00e2y v\u1ec1 c\u00e1c \u0111i\u1ec3m kh\u00e1c bi\u1ec7t ch\u00ednh gi\u1eefa ERP v\u00e0 CRM:<\/p>\n\n\n\n

\u0110\u1eb7c \u0111i\u1ec3m<\/th>Ph\u1ea7n m\u1ec1m ERP<\/th>Ph\u1ea7n m\u1ec1m CRM<\/th><\/tr><\/thead>
M\u1ee5c \u0111\u00edch s\u1eed d\u1ee5ng<\/td>Qu\u1ea3n l\u00fd t\u1ed5ng th\u1ec3 v\u00e0 t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c quy tr\u00ecnh n\u1ed9i b\u1ed9 c\u1ee7a doanh nghi\u1ec7p nh\u01b0 k\u1ebf to\u00e1n, s\u1ea3n xu\u1ea5t, qu\u1ea3n l\u00fd h\u00e0ng t\u1ed3n kho, nh\u00e2n s\u1ef1, mua h\u00e0ng, b\u00e1n h\u00e0ng<\/td>Qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng, theo d\u00f5i nhu c\u1ea7u, t\u1ed1i \u01b0u qu\u00e1 tr\u00ecnh b\u00e1n h\u00e0ng v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng.<\/td><\/tr>
Quy m\u00f4 v\u00e0 \u0111\u1ed1i t\u01b0\u1ee3ng s\u1eed d\u1ee5ng ch\u00ednh<\/td>Bao qu\u00e1t to\u00e0n b\u1ed9 ho\u1ea1t \u0111\u1ed9ng kinh doanh, gi\u00fap c\u00e1c b\u1ed9 ph\u1eadn ph\u1ed1i h\u1ee3p v\u00e0 chia s\u1ebb d\u1eef li\u1ec7u.<\/td>T\u1eadp trung v\u00e0o c\u00e1c ho\u1ea1t \u0111\u1ed9ng li\u00ean quan \u0111\u1ebfn marketing, b\u00e1n h\u00e0ng v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, t\u1eeb giai \u0111o\u1ea1n ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng \u0111\u1ebfn h\u1eadu m\u00e3i.<\/td><\/tr>
B\u1ed9 ph\u1eadn s\u1eed d\u1ee5ng ch\u00ednh nh\u01b0: k\u1ebf to\u00e1n, nh\u00e2n s\u1ef1, kho, mua h\u00e0ng, s\u1ea3n xu\u1ea5t.<\/td>B\u1ed9 ph\u1eadn b\u00e1n h\u00e0ng, marketing, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng<\/td><\/tr>
C\u00e1c ch\u1ee9c n\u0103ng n\u1ed5i b\u1eadt<\/td>T\u00edch h\u1ee3p t\u00e0i ch\u00ednh – k\u1ebf to\u00e1n, qu\u1ea3n l\u00fd nh\u00e2n s\u1ef1, s\u1ea3n xu\u1ea5t, mua – b\u00e1n h\u00e0ng, qu\u1ea3n l\u00fd kho v\u00e0 h\u1ec7 th\u1ed1ng b\u00e1o c\u00e1o.<\/td>Qu\u1ea3n l\u00fd h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng, theo d\u00f5i ho\u1ea1t \u0111\u1ed9ng b\u00e1n h\u00e0ng, ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng, \u0111o l\u01b0\u1eddng hi\u1ec7u qu\u1ea3 b\u00e1n h\u00e0ng.<\/td><\/tr>
L\u1ee3i \u00edch mang l\u1ea1i<\/td>T\u1ed1i \u01b0u h\u00f3a qu\u00e1 tr\u00ecnh v\u1eadn h\u00e0nh n\u1ed9i b\u1ed9 t\u1eeb t\u00e0i ch\u00ednh, s\u1ea3n xu\u1ea5t \u0111\u1ebfn nh\u00e2n s\u1ef1.<\/td>Qu\u1ea3n l\u00fd v\u00e0 t\u1ed1i \u01b0u ho\u1ea1t \u0111\u1ed9ng t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch hi\u1ec7u qu\u1ea3<\/td><\/tr>
G\u00f3p ph\u1ea7n gi\u1ea3m l\u00e3ng ph\u00ed t\u00e0i nguy\u00ean, n\u00e2ng cao hi\u1ec7u su\u1ea5t v\u00e0 l\u1ee3i nhu\u1eadn cho doanh nghi\u1ec7p.<\/td>N\u00e2ng cao t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i, t\u0103ng doanh s\u1ed1<\/td><\/tr>
Cung c\u1ea5p b\u00e1o c\u00e1o v\u1ec1 hi\u1ec7u su\u1ea5t doanh nghi\u1ec7p, h\u1ed7 tr\u1ee3 ban l\u00e3nh \u0111\u1ea1o ra quy\u1ebft \u0111\u1ecbnh mang t\u00ednh chi\u1ebfn l\u01b0\u1ee3c m\u1ed9t c\u00e1ch ch\u00ednh x\u00e1c<\/td>H\u1ed7 tr\u1ee3 ph\u00e2n t\u00edch v\u00e0 theo d\u00f5i h\u00e0nh vi kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/td><\/tr>
Chi ph\u00ed v\u00e0 th\u1eddi gian tri\u1ec3n khai<\/td>Chi ph\u00ed tri\u1ec3n khai ERP s\u1ebd cao h\u01a1n do t\u00edch h\u1ee3p nhi\u1ec1u ch\u1ee9c n\u0103ng c\u1ee7a m\u1ed7i b\u1ed9 ph\u1eadn v\u1edbi c\u00e1c quy tr\u00ecnh kinh doanh ph\u1ee9c t\u1ea1p.<\/td>Chi ph\u00ed th\u1ea5p v\u00e0 th\u1eddi gian tri\u1ec3n khai th\u01b0\u1eddng ng\u1eafn h\u01a1n.<\/td><\/tr>
ERP th\u01b0\u1eddng ph\u1ee9c t\u1ea1p h\u01a1n n\u00ean th\u1eddi gian tri\u1ec3n khai d\u00e0i v\u00e0 c\u00f3 t\u00e1c \u0111\u1ed9ng l\u1edbn \u0111\u1ebfn c\u00e1ch th\u1ee9c ho\u1ea1t \u0111\u1ed9ng c\u1ee7a t\u1ed5 ch\u1ee9c.<\/td>CRM t\u00e1c \u0111\u1ed9ng ch\u00ednh \u0111\u1ebfn ho\u1ea1t \u0111\u1ed9ng c\u1ee7a b\u1ed9 ph\u1eadn b\u00e1n h\u00e0ng, marketing n\u00ean c\u00f3 th\u1ec3 \u1ee9ng d\u1ee5ng m\u1ed9t c\u00e1ch nhanh ch\u00f3ng \u0111\u1ec3 l\u01b0u tr\u1eef v\u00e0 t\u1ed5ng h\u1ee3p d\u1eef li\u1ec7u li\u00ean quan \u0111\u1ebfn kh\u00e1ch h\u00e0ng<\/td><\/tr>
T\u00edch h\u1ee3p v\u1edbi h\u1ec7 th\u1ed1ng kh\u00e1c<\/td>C\u00f3 th\u1ec3 m\u1edf r\u1ed9ng th\u00eam c\u00e1c t\u00ednh n\u0103ng nh\u01b0 CRM, qu\u1ea3n l\u00fd c\u00f4ng vi\u1ec7c, k\u1ebf to\u00e1n, qu\u1ea3n l\u00fd kho, s\u1ea3n xu\u1ea5t, nh\u00e2n s\u1ef1.<\/td>Ch\u1ee7 y\u1ebfu t\u00edch h\u1ee3p v\u1edbi Email, Call Center, m\u1ea1ng x\u00e3 h\u1ed9i, website, nh\u01b0ng kh\u00f3 m\u1edf r\u1ed9ng sang c\u00e1c ch\u1ee9c n\u0103ng kh\u00e1c.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

Doanh nghi\u1ec7p n\u00ean l\u1ef1a ch\u1ecdn ph\u1ea7n m\u1ec1m ERP hay CRM?<\/h2>\n\n\n\n

Trong b\u1ed1i c\u1ea3nh chuy\u1ec3n \u0111\u1ed5i s\u1ed1, ph\u1ea7n m\u1ec1m ERP v\u00e0 CRM l\u00e0 hai c\u00f4ng c\u1ee5 quan tr\u1ecdng gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u h\u00f3a ho\u1ea1t \u0111\u1ed9ng kinh doanh. Tuy nhi\u00ean, m\u1ed7i h\u1ec7 th\u1ed1ng c\u00f3 m\u1ee5c ti\u00eau kh\u00e1c nhau v\u00e0 ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng lo\u1ea1i h\u00ecnh doanh nghi\u1ec7p.<\/p>\n\n\n\n

Khi n\u00e0o th\u00ec ch\u1ecdn ph\u1ea7n m\u1ec1m ERP ?<\/h3>\n\n\n\n

ERP (Enterprise Resource Planning) l\u00e0 h\u1ec7 th\u1ed1ng gi\u00fap qu\u1ea3n l\u00fd t\u1ed5ng th\u1ec3 ho\u1ea1t \u0111\u1ed9ng n\u1ed9i b\u1ed9 nh\u01b0 t\u00e0i ch\u00ednh, nh\u00e2n s\u1ef1, s\u1ea3n xu\u1ea5t v\u00e0 kho b\u00e3i. N\u1ebfu doanh nghi\u1ec7p c\u00f3 nhi\u1ec1u ph\u00f2ng ban ho\u1ea1t \u0111\u1ed9ng \u0111\u1ed9c l\u1eadp v\u00e0 c\u1ea7n chu\u1ea9n h\u00f3a quy tr\u00ecnh, ERP l\u00e0 gi\u1ea3i ph\u00e1p t\u1ed1i \u01b0u.<\/p>\n\n\n\n

    \n
  • T\u00edch h\u1ee3p d\u1eef li\u1ec7u to\u00e0n di\u1ec7n:<\/strong> ERP gi\u00fap doanh nghi\u1ec7p \u0111i\u1ec1u ph\u1ed1i th\u00f4ng tin gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn tr\u00ean c\u00f9ng m\u1ed9t h\u1ec7 th\u1ed1ng, \u0111\u1ea3m b\u1ea3o d\u1eef li\u1ec7u \u0111\u1ed3ng nh\u1ea5t v\u00e0 ch\u00ednh x\u00e1c.<\/li>\n\n\n\n
  • Gi\u1ea3m thi\u1ec3u chi ph\u00ed v\u1eadn h\u00e0nh:<\/strong> Thay v\u00ec s\u1eed d\u1ee5ng nhi\u1ec1u ph\u1ea7n m\u1ec1m ri\u00eang l\u1ebb, ERP t\u1eadp trung t\u1ea5t c\u1ea3 ch\u1ee9c n\u0103ng tr\u00ean m\u1ed9t n\u1ec1n t\u1ea3ng, gi\u00fap doanh nghi\u1ec7p ti\u1ebft ki\u1ec7m chi ph\u00ed qu\u1ea3n l\u00fd.<\/li>\n\n\n\n
  • C\u1ea3i thi\u1ec7n ra quy\u1ebft \u0111\u1ecbnh:<\/strong> Nh\u1edd kh\u1ea3 n\u0103ng c\u1eadp nh\u1eadt d\u1eef li\u1ec7u theo th\u1eddi gian th\u1ef1c, ERP h\u1ed7 tr\u1ee3 l\u00e3nh \u0111\u1ea1o \u0111\u01b0a ra chi\u1ebfn l\u01b0\u1ee3c kinh doanh ch\u00ednh x\u00e1c d\u1ef1a tr\u00ean b\u00e1o c\u00e1o to\u00e0n di\u1ec7n.<\/li>\n<\/ul>\n\n\n\n

    Khi n\u00e0o n\u00ean d\u00f9ng CRM?<\/h3>\n\n\n\n

    Ph\u1ea7n m\u1ec1m CRM (Customer Relationship Management) gi\u00fap doanh nghi\u1ec7p qu\u1ea3n l\u00fd v\u00e0 t\u1ed1i \u01b0u quan h\u1ec7 kh\u00e1ch h\u00e0ng, t\u1eeb giai \u0111o\u1ea1n ti\u1ebfp c\u1eadn, b\u00e1n h\u00e0ng \u0111\u1ebfn ch\u0103m s\u00f3c sau mua. N\u1ebfu doanh nghi\u1ec7p \u0111ang t\u1eadp trung m\u1edf r\u1ed9ng th\u1ecb tr\u01b0\u1eddng, t\u0103ng doanh thu v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, CRM l\u00e0 l\u1ef1a ch\u1ecdn ph\u00f9 h\u1ee3p.<\/p>\n\n\n\n

      \n
    • Qu\u1ea3n l\u00fd d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3:<\/strong> Khi s\u1ed1 l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng t\u0103ng, vi\u1ec7c theo d\u00f5i l\u1ecbch s\u1eed giao d\u1ecbch, s\u1edf th\u00edch v\u00e0 h\u00e0nh vi mua s\u1eafm s\u1ebd kh\u00f3 kh\u0103n n\u1ebfu ch\u1ec9 qu\u1ea3n l\u00fd th\u1ee7 c\u00f4ng. CRM gi\u00fap l\u01b0u tr\u1eef v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u n\u00e0y \u0111\u1ec3 t\u1ed1i \u01b0u chi\u1ebfn l\u01b0\u1ee3c b\u00e1n h\u00e0ng.<\/li>\n\n\n\n
    • T\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i:<\/strong> CRM gi\u00fap t\u1ef1 \u0111\u1ed9ng h\u00f3a quy tr\u00ecnh b\u00e1n h\u00e0ng, qu\u1ea3n l\u00fd pipeline v\u00e0 theo d\u00f5i t\u1eebng giai \u0111o\u1ea1n trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, t\u1eeb \u0111\u00f3 c\u1ea3i thi\u1ec7n t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i.<\/li>\n\n\n\n
    • C\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng:<\/strong> H\u1ec7 th\u1ed1ng CRM cung c\u1ea5p b\u00e1o c\u00e1o v\u00e0 ph\u00e2n t\u00edch chi ti\u1ebft v\u1ec1 h\u00e0nh vi kh\u00e1ch h\u00e0ng, gi\u00fap doanh nghi\u1ec7p \u0111\u01b0a ra chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb ph\u00f9 h\u1ee3p.<\/li>\n<\/ul>\n\n\n\n

      V\u00ed d\u1ee5: M\u1ed9t doanh nghi\u1ec7p th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng CRM \u0111\u1ec3 qu\u1ea3n l\u00fd th\u00f4ng tin kh\u00e1ch h\u00e0ng, theo d\u00f5i \u0111\u01a1n h\u00e0ng v\u00e0 g\u1eedi ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i ph\u00f9 h\u1ee3p, t\u1eeb \u0111\u00f3 t\u0103ng t\u1ef7 l\u1ec7 mua h\u00e0ng l\u1eb7p l\u1ea1i.<\/p>\n\n\n\n

      Khi n\u00e0o n\u00ean k\u1ebft h\u1ee3p c\u1ea3 ERP v\u00e0 CRM?<\/h3>\n\n\n\n

      N\u1ebfu doanh nghi\u1ec7p mu\u1ed1n t\u1ed1i \u01b0u c\u1ea3 quy tr\u00ecnh n\u1ed9i b\u1ed9 l\u1eabn ho\u1ea1t \u0111\u1ed9ng b\u00e1n h\u00e0ng, vi\u1ec7c t\u00edch h\u1ee3p ERP v\u00e0 CRM s\u1ebd mang l\u1ea1i hi\u1ec7u qu\u1ea3 t\u1ed1i \u0111a. H\u1ec7 th\u1ed1ng k\u1ebft h\u1ee3p gi\u00fap qu\u1ea3n l\u00fd d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng, \u0111\u01a1n h\u00e0ng, t\u00e0i ch\u00ednh v\u00e0 kho b\u00e3i tr\u00ean c\u00f9ng m\u1ed9t n\u1ec1n t\u1ea3ng, \u0111\u1ea3m b\u1ea3o v\u1eadn h\u00e0nh tr\u01a1n tru v\u00e0 n\u00e2ng cao hi\u1ec7u su\u1ea5t kinh doanh.<\/p>\n\n\n\n

      L\u1ee3i \u00edch khi s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m ERP t\u00edch h\u1ee3p CRM<\/h2>\n\n\n\n

      Vi\u1ec7c \u1ee9ng d\u1ee5ng ph\u1ea7n m\u1ec1m ERP t\u00edch h\u1ee3p CRM mang l\u1ea1i nhi\u1ec1u l\u1ee3i \u00edch v\u01b0\u1ee3t tr\u1ed9i, gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh, th\u00fac \u0111\u1ea9y doanh s\u1ed1 v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. D\u01b0\u1edbi \u0111\u00e2y l\u00e0 4 l\u1ee3i \u00edch n\u1ed5i b\u1eadt:<\/p>\n\n\n\n

      1. Qu\u1ea3n l\u00fd d\u1eef li\u1ec7u m\u1ed9t c\u00e1ch \u0111\u1ed3ng b\u1ed9<\/h3>\n\n\n\n

      Khi m\u1ed9t h\u1ec7 th\u1ed1ng c\u00f3 kh\u1ea3 n\u0103ng t\u00edch h\u1ee3p ERP v\u00e0 CRM cho ph\u00e9p qu\u1ea3n l\u00fd t\u1eadp trung c\u00e1c d\u1eef li\u1ec7u ho\u1ea1t \u0111\u1ed9ng v\u1eadn h\u00e0nh n\u1ed9i b\u1ed9 (s\u1ea3n xu\u1ea5t, kho b\u00e3i, t\u00e0i ch\u00ednh, nh\u00e2n s\u1ef1) \u0111\u1ebfn th\u00f4ng tin kh\u00e1ch h\u00e0ng (giao d\u1ecbch, l\u1ecbch s\u1eed mua h\u00e0ng).
      V\u00ed d\u1ee5, b\u1ed9 ph\u1eadn b\u00e1n h\u00e0ng mu\u1ed1n ghi nh\u1eadn m\u1ed9t \u0111\u01a1n h\u00e0ng t\u1eeb kh\u00e1ch h\u00e0ng qua CRM, d\u1eef li\u1ec7u n\u00e0y s\u1ebd chuy\u1ec3n v\u00e0o h\u1ec7 th\u1ed1ng ERP \u0111\u1ec3 c\u1eadp nh\u1eadt t\u1ed3n kho. \u0110i\u1ec1u n\u00e0y gi\u00fap gi\u1ea3m thi\u1ec3u sai s\u00f3t v\u00e0 \u0111\u1ea3m b\u1ea3o to\u00e0n b\u1ed9 c\u00e1c b\u1ed9 ph\u1eadn li\u00ean quan \u0111\u1ec1u c\u00f3 th\u00f4ng tin m\u1edbi nh\u1ea5t v\u00e0 nhanh ch\u00f3ng.<\/p>\n\n\n\n

      2. T\u1ed1i \u01b0u quy tr\u00ecnh, ti\u1ebft ki\u1ec7m th\u1eddi gian<\/h3>\n\n\n\n

      V\u1edbi kh\u1ea3 n\u0103ng t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u1ee7a ph\u1ea7n m\u1ec1m ERP t\u00edch h\u1ee3p CRM n\u00ean c\u00e1c quy tr\u00ecnh c\u1ee7a doanh nghi\u1ec7p t\u1eeb ti\u1ebfp th\u1ecb, b\u00e1n h\u00e0ng cho \u0111\u1ebfn s\u1ea3n xu\u1ea5t v\u00e0 giao h\u00e0ng \u0111\u1ec1u ph\u1ed1i h\u1ee3p nh\u1ecbp nh\u00e0ng gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn, nh\u1edd \u0111\u00f3 m\u00e0 gi\u1ea3m thi\u1ec3u th\u1eddi gian ch\u1edd \u0111\u1ee3i.
      Th\u1ef1c t\u1ebf, khi nh\u00e2n vi\u00ean ho\u00e0n t\u1ea5t giao d\u1ecbch v\u00e0 t\u1ea1o \u0111\u01a1n th\u00f4ng qua CRM \u0111\u1ec1u s\u1ebd \u0111\u01b0\u1ee3c li\u00ean k\u1ebft qua ERP nh\u01b0 x\u00e1c nh\u1eadn t\u1ed3n kho, l\u1eadp k\u1ebf ho\u1ea1ch s\u1ea3n xu\u1ea5t v\u00e0 l\u1eadp l\u1ecbch giao h\u00e0ng. \u0110i\u1ec1u n\u00e0y gi\u00fap r\u00fat ng\u1eafn th\u1eddi gian x\u1eed l\u00fd \u0111\u01a1n h\u00e0ng v\u00e0 t\u0103ng t\u1ed1c \u0111\u1ed9 giao h\u00e0ng cho kh\u00e1ch h\u00e0ng.<\/p>\n\n\n\n

      3. C\u1ea3i thi\u1ec7n giao ti\u1ebfp v\u00e0 h\u1ee3p t\u00e1c gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn<\/h3>\n\n\n\n

      Vi\u1ec7c d\u1eef li\u1ec7u \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p tr\u00ean m\u1ed9t n\u1ec1n t\u1ea3ng chung, c\u00e1c ph\u00f2ng ban nh\u01b0 b\u00e1n h\u00e0ng, marketing, t\u00e0i ch\u00ednh v\u00e0 s\u1ea3n xu\u1ea5t s\u1ebd d\u1ec5 d\u00e0ng chia s\u1ebb th\u00f4ng tin. T\u1eeb \u0111\u00f3, c\u1ea3i thi\u1ec7n kh\u1ea3 n\u0103ng ph\u1ed1i h\u1ee3p v\u00e0 ra quy\u1ebft \u0111\u1ecbnh d\u1ef1a tr\u00ean d\u1eef li\u1ec7u th\u1ed1ng nh\u1ea5t.
      Ban qu\u1ea3n l\u00fd c\u00f3 th\u1ec3 theo d\u00f5i th\u00f4ng tin t\u1eeb CRM \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 c\u00f4ng vi\u1ec7c c\u1ee7a nh\u00e2n vi\u00ean kinh doanh, sau \u0111\u00f3 ph\u1ed1i h\u1ee3p v\u1edbi b\u1ed9 ph\u1eadn nh\u00e2n s\u1ef1 trong vi\u1ec7c \u0111\u00e0o t\u1ea1o n\u00e2ng cao k\u1ef9 n\u0103ng cho h\u1ecd. \u0110\u1ed3ng th\u1eddi, b\u1ed9 ph\u1eadn Marketing c\u0169ng c\u00f3 th\u1ec3 theo d\u00f5i \u0111\u01b0\u1ee3c hi\u1ec7u su\u1ea5t t\u1eeb c\u00e1c chi\u1ebfn d\u1ecbch \u0111\u1ec3 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn d\u1ecbch ti\u1ebfp th\u1ecb, \u01b0u \u0111\u00e3i.<\/p>\n\n\n\n

      4. N\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/h3>\n\n\n\n

      Doanh nghi\u1ec7p c\u00f3 th\u1ec3 \u0111\u1ed3ng th\u1eddi theo d\u00f5i th\u00f4ng tin kh\u00e1ch h\u00e0ng v\u00e0 n\u1eafm b\u1eaft \u0111\u01b0\u1ee3c t\u00ecnh h\u00ecnh s\u1ea3n xu\u1ea5t, giao h\u00e0ng, d\u1ecbch v\u1ee5 h\u1eadu m\u00e3i v.v. T\u1eeb \u0111\u00f3, \u0111\u1ea3m b\u1ea3o vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5, s\u1ea3n ph\u1ea9m li\u1ec1n m\u1ea1ch, nhanh ch\u00f3ng \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng.
      Tr\u01b0\u1eddng h\u1ee3p th\u1ef1c t\u1ebf: Khi kh\u00e1ch h\u00e0ng y\u00eau c\u1ea7u h\u1ed7 tr\u1ee3, nh\u00e2n vi\u00ean ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 tra c\u1ee9u ngay th\u00f4ng tin t\u1eeb ERP v\u00e0 CRM \u0111\u1ec3 gi\u1ea3i \u0111\u00e1p ch\u00ednh x\u00e1c v\u1ec1 t\u00ecnh tr\u1ea1ng \u0111\u01a1n h\u00e0ng ho\u1eb7c ch\u00ednh s\u00e1ch b\u1ea3o h\u00e0nh<\/p>\n\n\n\n

      K\u1ebft lu\u1eadn<\/h2>\n\n\n\n

      Ph\u1ea7n m\u1ec1m CRM v\u00e0 ERP \u0111\u1ec1u l\u00e0 nh\u1eefng c\u00f4ng c\u1ee5 quan tr\u1ecdng gi\u00fap doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh kinh doanh. Trong khi CRM t\u1eadp trung v\u00e0o qu\u1ea3n l\u00fd m\u1ed1i quan h\u1ec7 kh\u00e1ch h\u00e0ng, ph\u1ea7n m\u1ec1m ERP l\u1ea1i h\u1ed7 tr\u1ee3 qu\u1ea3n l\u00fd ngu\u1ed3n l\u1ef1c n\u1ed9i b\u1ed9. V\u1edbi doanh nghi\u1ec7p c\u00f3 nhu c\u1ea7u t\u1ed1i \u01b0u c\u1ea3 hai l\u0129nh v\u1ef1c, vi\u1ec7c s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m t\u00edch h\u1ee3p ERP v\u00e0 CRM s\u1ebd gi\u00fap \u0111\u1ed3ng b\u1ed9 quy tr\u00ecnh, gi\u1ea3m thi\u1ec3u sai s\u00f3t v\u00e0 t\u0103ng hi\u1ec7u qu\u1ea3 kinh doanh. Hy v\u1ecdng b\u00e0i vi\u1ebft n\u00e0y \u0111\u00e3 gi\u00fap b\u1ea1n hi\u1ec3u r\u00f5 CRM l\u00e0 g\u00ec, ch\u1ee9c n\u0103ng c\u1ee7a CRM, v\u00e0 s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa CRM v\u00e0 ERP.
      FTS Accounting l\u00e0 gi\u1ea3i ph\u00e1p linh ho\u1ea1t gi\u00fap doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf qu\u1ea3n l\u00fd t\u1ed5ng th\u1ec3 ho\u1ea1t \u0111\u1ed9ng t\u1eeb t\u00e0i ch\u00ednh, kho b\u00e3i \u0111\u1ebfn b\u00e1n h\u00e0ng v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. N\u1ebfu b\u1ea1n \u0111ang t\u00ecm ki\u1ebfm gi\u1ea3i ph\u00e1p ERP t\u00edch h\u1ee3p CRM ph\u00f9 h\u1ee3p, h\u00e3y li\u00ean h\u1ec7 ngay v\u1edbi chuy\u00ean gia c\u1ee7a ch\u00fang t\u00f4i \u0111\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n chi ti\u1ebft theo m\u00f4 h\u00ecnh kinh doanh c\u1ee7a b\u1ea1n.<\/p>\n","protected":false},"excerpt":{"rendered":"

      Trong th\u1eddi \u0111\u1ea1i s\u1ed1 h\u00f3a, vi\u1ec7c qu\u1ea3n l\u00fd v\u00e0 ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng hi\u1ec7u qu\u1ea3 l\u00e0 y\u1ebfu t\u1ed1 then ch\u1ed1t gi\u00fap doanh nghi\u1ec7p v\u1eeba v\u00e0 nh\u1ecf (SME) c\u1ea1nh tranh v\u00e0 ph\u00e1t tri\u1ec3n b\u1ec1n v\u1eefng.CRM (Customer Relationship Management) v\u00e0 ERP (Enterprise Resource Planning) l\u00e0 hai c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 doanh nghi\u1ec7p trong vi\u1ec7c t\u1ed1i \u01b0u ho\u1ea1t […]<\/p>\n","protected":false},"featured_media":14127,"template":"","article_category":[10],"class_list":["post-14126","article","type-article","status-publish","has-post-thumbnail","hentry","article_category-ke-toan-tai-chinh"],"_links":{"self":[{"href":"https:\/\/fts.com.vn\/en\/wp-json\/wp\/v2\/article\/14126","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/fts.com.vn\/en\/wp-json\/wp\/v2\/article"}],"about":[{"href":"https:\/\/fts.com.vn\/en\/wp-json\/wp\/v2\/types\/article"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/fts.com.vn\/en\/wp-json\/wp\/v2\/media\/14127"}],"wp:attachment":[{"href":"https:\/\/fts.com.vn\/en\/wp-json\/wp\/v2\/media?parent=14126"}],"wp:term":[{"taxonomy":"article_category","embeddable":true,"href":"https:\/\/fts.com.vn\/en\/wp-json\/wp\/v2\/article_category?post=14126"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}