Qun tr quan h khch hng

MC LC

4I.GII THIU TNG QUAN V CNG TY BKAV

41.Cc mc pht trin

11II.CRM PHN TCH.

111.Nhn din khch hng

11a.Xc nh khch hng

11b.c im khch hng

12c.Cc hot ng nhn din khch hng

15d.Khch hng t hin din thng qua cc chng trnh

182.Phn bit khch hng

18a.Phn bit theo nhu cu

24b.Phn bit theo gi tr

27III. CRM TNG TC.

271.Knh tng tc.

27a.Face-to-face:

29b.Tng tc qua in thoi

31c.Knh tng tc qua Email.

33d.Internet.

372.C bit khch hng.

38IV.MNG LI CRM

381.i tc ca BKAV

412.Khch hng

423.Nhn vin

433.T chc trong CRM.

43e.C cu theo chc nng:

43f.C cu t chc:

44g.C cu t chc ca BKAV:

45V.NH GI HIU QU HOT NG CRM

451.Cc tiu ch nh gi.

462.Nhng yu t nh hng ti hot ng CRM ti cng ty.

473.Nhng thun li v kh khn ca cng ty khi thc hin CRM

484.Nhng thnh cng ca cng ty:

LI M U.Ngy nay, thnh cng ca mt doanh nghip ph thuc vo nhiu mi quan h ca doanh nghip vi khch hng. Khi cnh tranh trn th trng din ra ngy cng gay gt, vic thu ht v gi chn khch hng l mt vic rt kh khn, th qun tr quan h khch hng l mt vic rt quan trng m doanh nghip cn phi lm c c khch hng trung thnh.Cc nghin cu cho thy bn mt sn phm mi cng ty cn phi tn chi ph gp 6 ln so vi vic gi mt khch hng c. Mt khch hng khng tho mn s chia s s kh chu ca h vi 10 ngi khc. Nu gi c thm khong 5% s lng khch hng li vi cng ty th cng ty c th gia tng them 85% li nhun v 70% khch hng c khiu ni vn trung thng vi cng ty nu khiu ni c gii quyt. Nh vy, Khch hng l mt nhn t v cng quan trng trong qu trnh hot ng ca cng ty v vy cng ty cn phi gi c cng nhiu khch hng cng tt. cnh tranh trong nn kinh t hin nay cc cng ty cn phi tip cn vi qun l quan h khch hng (CRM) v vn dng c hiu qu trong cng ty mnh mt h thng CRM hiu qu khng ch l p dng mt phn mn hp l m cn yu cu doanh nghip c tnh thch ng cao, c kh nng thay i theo yu cu ca khch hng.CRM c mt vai tr rt quan trng i vi hot ng sn xut kinh doanh ca doanh nghip cho d l cng ty sn xut hay dch v th khng th khng ni ti vai tr ca hot ng CRM.Qun l quan h khch hng gip cho doanh nghip nm r thng tin v khch hng nh th hiu tui tc, nhu cu, cc thng tin phn hi ca khch hng,gip cho doanh nghip c nhng nh hng sn xut kinh doanh khi hp tc vi nhng nhu cu ca khch hng.

Qun l quan h khch hng gip cho cng ty bit c lng khch hng hin ti ca mnh v khch hng c th c trong tng lai. T , c th so snh vi i th cnh tranh v bit c v th ca mnh trn th trng.Qun l quan h khch hng gip cho cng ty bit kh nng tm kim, chn lc xy dng pht trin h thng khch hng qua cc thi k ra sao? T chng ta c th nh gi mc pht trin ca doanh nghip trn th trng v c chnh sch ci tin ph hp vi cc thi k tip theo.

Qun l quan h khch hng cho cng ty bit cc dch v hu mi ca mnh nh th no? V c kh nng gii quyt khiu ni ca h ra sao? p ng c nhu cu hay cha? t c c cc bin php thch hp

Trc nhng yu cu cp thit trc mt v lu di , lnh o doanh nghip nhn nhn v s cn thit phi c c mt h thng hon chnh v tin tin hn trong vic Qun l Quan h Khch hng (CRM) - nhm mc tiu nng cao nng lc tho mn khch hng mc ngy cng cao, p ng nhanh chng nhng thay i trong tnh hnh mi. Chnh v vy, nhm chng ti quyt nh la chn ti: Nghin cu v qun tr quan h khch hng (CRM) ti Cng ty BKAV.I. GII THIU TNG QUAN V CNG TY BKAV

1. Cc mc pht trinBkav l cng ty hot ng theo m hnh Tp on cng ngh trong cc lnh vc an ninh mng, phn mm, chnh ph in t, nh sn xut cc thit b in t thng minh v cung cp dch v Cloud Computing. Sn phm u tin ca Bkis chnh l phn mm Bkav do Nguyn T Qung - mt sinh vin khoa Cng ngh thng tin trng i Hc Bch Khoa H Ni - vit u tin nm 1995. Phn mm ny ni ting v c s dng nhiu Vit Nam.1995-1997: Phn mm Bkav tr nn ph dng, c mt ti hu ht cc my tnh trn c nc, mi nm c hn 1 triu lt ngi ti Bkav t trn mng Internet (hin nay l 19 triu lt mi nm). K t ci tn Bkav cn c bit n nh mt nhm nhng sinh vin tnh nguyn, lm vic trn tinh thn phi li nhun trong lnh vc phng chng, khc phc s c my tnh vi quy m ton quc, c s tin tng v qu mn ca ng o ngi s dng my tnh.1998-2000: Phn mm Bkav lin tc c bn c ca tp ch PC World Vit Nam bnh chn l mt trong nhng phn mm c a chung nht. Nm 1998, tc gi c Trung ng on bnh chn l 1 trong 10 gng mt thanh nin Vit Nam tiu biu, c Th tng Chnh ph tng bng khen v nhng thnh tch hc tp, nghin cu v lao ng.2001: p ng c vi tnh hnh an ninh mng trong tng lai ca t nc. Ngy 28 thng 12 nm 2001 Ban gim hiu Trng i hc Bch khoa H Ni quyt nh thnh lp Trung tm An ninh mng Bkis (Bach Khoa Internetwork Security) trn nn tng nhm Bkav. Nguyn T Qung lm gim c trung tm cho n nay. Trung tm Phn mm v Gii php an ninh mng c thnh lp vi 9 thnh vin, ngoi Qung v Bch Thnh L cn c nhng bn sinh vin, yu thch cng vic phng chng vius my tnh khc tham gia. Nhm nng ct tham gia vit Bkav tr thnh cc thnh vin nng ct ca trung tm an ninh mng Bkis2003: Trung tm An ninh mng Bkis l ng sng lp Hip hi cc t chc Cu h my tnh ca khu vc Chu Thi Bnh Dng APCERT v chnh thc tr thnh i din ca Vit Nam trong hip hi2004: Nm 2004 nh du mt bc pht trin vt bc ca Trung tm An ninh mng Bkis. Trung tm trang b mt s lng ln cc thit b mng, thit b an ninh chuyn dng, thit b kim nh cht lng mng v phng th nghim an ninh mng hin i hng u khu vc, t chun quc t vi tng tr gi 49 t ng.2005: Thm mt bc pht trin mi khi cc phin bn thng mi ca Bkav c pht hnh, l cc phin bn BkavPro, BkavEnterprise v BkavGatewayScan, p ng nhu cu ngy cng cao ca khch hng c v

sn phm v cht lng dch v.2006: Mt nm nng bng vi tnh hnh an ninh mng ti Vit Nam. Bkis phi hp vi n v chng ti phm cng ngh cao thuc C15 B Cng an truy tm v a ra x l hng lot k pht tn virus, tn cng trn mng2007: Xc tin mnh m cc hot ng thng mi: Thit lp mng li i l trn ton quc, m rng Call Center (trung tm chm sc khch hng) v trin khai nhiu phng thc phn phi sn phm mi.2008: Cc sn phm Bkav c c hi tip cn ngi tiu dng gn gi hn thng qua hng lot s kin c truyn thng mnh m nh: FPT Elead v Bkav hp tc chm sc khch hng ton tin; Ra mt gii php tng th phng chng virus Bkav Enterprise; Ta m Phn mm dit virus Vit: Nhng bc i mi trn th trng Bn cnh , h thng phn phi sn phm ca Bkav cng c m rng vi 260 i l trn ton quc, thit lp thm cc Trung tm chm sc khch hng. Hin ti, Bkav c 5 Contact Center c th h tr ti thiu 500.000 khch hng.2. Lnh vc hot ng Nghin cu, thit k, trin khai phn mm v gii php trong lnh vc an ninh mng, phng chng virus my tnh. Cung cp cc dch v t vn an ninh mng. Tham gia cng tc o to ngun nhn lc c trnh cao v an ninh mng. Tr gip cc c quan bo v php lut trong vic nng cao nng lc, xy dng i ng v xy dng hnh lang php l x l ti phm mng. H tr chuyn mn trong cng tc phng chng, truy tm ti phm mng. T chc cc hot ng nng cao nhn thc cng ng v an ninh mng nhm m bo an ninh quc gia. Tin hnh cc nghin cu, kho st a ra cc cnh bo an ninh mng cho cc c quan, doanh nghip v cng ng. Hp tc vi cc t chc An ninh mng v Cu h cc s c my tnh ca cc nc trn th gii v trong khu vc trong vic khc phc s c my tnh, chia s thng tin v an ninh mng (hin nay Bkis l ng sng lp v cng l i din ca Vit Nam trong hip hi cc t chc Cu h my tnh ca khu vc Chu Thi Bnh Dng - APCERT - Asia Pacific Computer Emergency Response Teams).

Sn phm Phn mm dit virus BKAV

HYPERLINK "http://vi.wikipedia.org/wiki/Bkav" \h

Phn mm qun l cng vic chnh ph in t Thit b an ninh mng Ch k s Smarthome3. Ti c cu t chcNgy 25/06/2009, Bkis thc hin ti c cu t chc. Theo , Bkis thnh lp mi: Bkis Security, Bkis Soft, Bkis R&D, Bkis Telecom v Bkis HCM.Nm 2010, s nhn vin ca Bkis t trn 500. Nm 2011, ln ti hn 800 ngi v khu vn phng chnh c lng nhn vin ti hn 600. Nguyn T Qung c gng to khng kh thoi mi khi lm vic cho nhn vin, trong c vic cung cp bui n tra gi r, mi trng lm vic sch v thong, ngn np cng nh quy nh giy dp ngoi ca v i chn t trong vn phng, to cm gic nh " nh" .4. Thnh tu.

Bkav l doanh nghip u tin ca Vit Nam lt vo Danh sch cc cng ty hp dn (Cool Vendors) ti cc th trng mi ni trn ton cu do Gartner, Hng t vn, nghin cu CNTT hng u th gii cng b. Cng ty thnh lp chi nhnh Bkav USA t ti Thung lng Silicon, Mountain View, bang California M.Trong nhiu nm qua, phn mm dit virus ca Bkav c bnh chn l Sn phm An ton thng tin c ngi dng a chung nht, Cng ty 2 nm lin tip c trao Cup t ho thng hiu Vit. Ti th trng trong nc, phn mm Bkav chim u th p o so vi cc phn mm dit virus ca nc ngoi khi c ti 73,95% cc doanh nghip la chn s dng. (Theo kt qu xp hng cc thng hiu phn mm c doanh nghip a chung, do Phng Thng mi v Cng nghip Vit Nam - VCCI thc hin).

Ngi sng lp Bkav, ng Nguyn T Qung hin l Ch tch Hi ng qun tr kim Tng gim c (CEO). Nm 2012, ng c vinh danh l Ngi tin phong t nn mng cho lnh vc an ninh mng ti Vit Nam (Bo in t VnExpress t chc bnh chn). Trc Hi nh bo CNTT bnh chn ng Nguyn T Qung l 1 trong 10 nhn vt ICT Vit Nam tiu biu ca Thp k (2000-2010).Trong khun kh Ngy An ton thng tin 2011, Hip hi An ton thng tin Vit Nam - VNISA cng b kt qu bnh chn Sn phm An ton thng tin c ngi dng a chung nht. Theo , Bkav cng lc nhn c 4 gii thng cho phn mm dit virus tt nht, phn mm bo v smartphone tt nht, dch v ch k s v dch v an ninh mng tt nht.Tnh n qu 3/2009, th phn BkavPro chim ti 85% th trng Vit Nam. Hin, c trn 93% cc siu th in my, cng ty my tnh ti H Ni, TP.HCM v cc tnh/thnh tha thun phn phi sn phm chnh hng (OEM) ca BkavPro. Ngoi sn phm BkavPro 2009 Internet Security c bn vi gi 299.000 ng/1 nm s dng, khch hng ang s dng BkavPro c bn quyn s c t ng nng cp ln phin bn mi m khng phi tr thm ph. Bkis cng cho bit, k hoch s ra phin bn BkavPro 2010 trong 6 thng ti.

5. Vn ho t chc Vn ha t chc ca Bkav th hin trong hnh nh thng hiu, trit l lm vic ca tp th cn b, nhn vin Bkav

Trong nhiu nm qua, phn mm dit virus ca Bkav c bnh chn l Sn phm An ton thng tin c ngi dng a chung nht, Cng ty 2 nm lin tip c trao Cup t ho thng hiu Vit. Bkav l cng ty nm trong Top 20 nhn hiu ni ting nht Vit Nam do Hi S hu tr tu Vit Nam bnh chn. Bkav l doanh nghip u tin ca Vit Nam lt vo Danh sch cc cng ty hp dn (Cool Vendors) ti cc th trng mi ni trn ton cu do Gartner, Hng t vn, nghin cu CNTT hng u th gii cng b. Cng ty thnh lp chi nhnh Bkav USA t ti Thung lng Silicon, Mountain View, bang California M.

Trit l lm vic: Khng quyt lit kt qu s lng nhng, khu hiu: Lm theo lut l. Cc khu hiu, trit l th hin mt phn c o ca vn ha Bkav. C th d dng bt gp cc khu hiu v nhng bc tranh hu khp mi ni trong vn phng, t khu L tn, khu vc lm vic, cc phng hp, phng cc Gim c n khu sinh hot chung ca nhn vin.

Nhn vin Bkav:

Tr trung, nng ng, nhit huyt.

C trch nhim vi cng vic.

Chu p lc cao.

Sng to v lun i mi.

T m, chnh xc.

Gn b vi ngi nh chung Bkav

Tn trng ln nhau.

Vn ha t chc Bkav th hin lnh o cng ty

Ngi sng lp Bkav, ng Nguyn T Qung hin l Ch tch Hi ng qun tr kim Tng gim c (CEO). Nm 2012, ng c vinh danh l Ngi tin phong t nn mng cho lnh vc an ninh mng ti Vit Nam (Bo in t VnExpress t chc bnh chn). Trc Hi nh bo CNTT bnh chn ng Nguyn T Qung l 1 trong 10 nhn vt ICT Vit Nam tiu biu ca Thp k (2000-2010). Hi ngh k hoch nm c ban lnh o Bkav t chc thng nin

Vn ha t chc Bkav th hin trong mi trng lm vic ca nhn vin

Tm gi ng h ti cng s chim gn trn vn thi gian sinh hot ban ngy ca mi ngi. V vy, chc hn ai cng mong mun ni lm vic c thoi mi, tin nghi nh nh ca mnh. Xut pht t quan im , Ban Gim c Bkav xy dng vn phng Cng ty nh "ngi nh th hai" ca mi nhn vin.Gn gng, ngn np v sch s l iu rt d nhn thy khi nhn chung vo khulm vic ca cng ty. Cc phng ban c phn khu r rng. Ph hp cho cng vic cnhn hay tp th. Bao gm cc phng nh: Khu l tn, trung tm chm sc khch hng (Bkav Contact Center), phng lab thit b Security, phng Server v thit b mng, khu vc ngh ngi, n ung, lm bp v cc phng hc cho nhn vin. i vi khu vc v sinh th c trang b c my git v cc thit b hon ton t ng i chn t v ng tra ti khu lm vic

Nhn vin Bkav hng ngy n cng ty u b giy dp trn k ring bn ngoi v i chn t bn trong vn phng. Vo gi ngh, mi ngi c th ng tra ngay ti ch lm vic cng vi chn gi c nhn do Cng ty cp ring cho mi ngi mt b.

Cy xanh v b cCy xanh khng ch c b tr xen k gia cc cabin lm vic, m ngay t tin snh vn phng bn c th bt gp mu xanh ca cc chu cy. Cc b c cnh vi nhiu loi c mu sc sinh ng cng c b tr khu vc ng ngi qua li.

Tp th dc gia gi

Hng ngy vo lc 10h sng v 4h chiu, cc nhn vin Bkav c 15 pht gii lao tp chng y (i vi nam) v tp aerobic hoc bi tp 6 ng tc (i vi n). y l hot ng bt buc i vi mi nhn vin Cng ty, nhm gip mi ngi vn ng c th v th gin tinh thn, trnh cm gic mt mi do ngi lu trc my tnh.

Cui mi thng, cuc thi chng y ton cng ty c t chc cng vi lin hoan mng sinh nht cc bn nhn vin c ngy sinh trong thng.

Bp n v phng a nng

m bo cht lng ba n tra cho nhn vin, Bkav u t xy dng bp n vi cc ngun rau sch, tht sch c nhp t cc nh cung cp c thng hiu nh tht sch Minh Hin, rau sch Vn Ni Sau khi ch bin, cm - thc n c ng trong hp kn v vn chuyn bng xe chuyn dng n cc vn phng trc gi n tra. Nu mun hm nng thc n, nhn vin Bkav c th s dng l vi sng c b tr ti mi vn phng.

Phng a nng l ni n tra, tp th dc gia gi, lin hoan sinh nht, thi u chng y cui thng, t chc cc hi tho nh v cng l ni sinh hot ca cc CLB khiu v, thanh nhc, Guitar trong Cng ty.

H thng thit b t ng

To s tin nghi ti a cho nhn vin, ton b cc vn phng ca Bkav u c trang b cc thit b t ng nh bt n thng minh, my sy tay, x nc t ng, vi ra tay t ng, h thng cnh bo an ninh ta nh iu c bit l cc thit b t ng ny do chnh Bkav SmartHome mt n v thnh vin ca Bkav nghin cu v sn xut.

D l u, ti H Ni, Hi Phng, Nng hay TP. H Ch Minh, cc vn phng Bkav u c thit k v trang b c s vt cht ng b theo "B tiu chun vn phng Bkav". Tng chi tit nh nh cao ca bn gh ( ph hp vi vic i chn t), giy lau tay trong nh v sinh, li nhc gi lm vic - gii lao - ngh tra trn h thng loa chung u c quy nh c th trong b tiu chun ny. Bi vy m d vn phng no, mi nhn vin Bkav u c lm vic trong "ngi nh th hai" ca mnh.

Vn ha t chc Bkav th hin trong mi quan h vi khch hng

Lun lun thn thin vi khch hng: Khch hng c quyn bit tt c cc thng tin v dch v ca Bkav, mi ngi Bkav c ngha v p ng mi thng tin n cng.

Lm cho khch hng hi lng ngay c khi dch v ca Bkav lm khch hng phin lng/tht vng nht thng qua quy trnh gii quyt khiu ni ca khch hng mt cch trit .II. CRM PHN TCH.

1. Nhn din khch hng

Bc u tin v quan trng nht trong qu trnh to lp v pht trin mi quan h l nhn din khch hng. y l bc c tnh cht quyt nh, bi l mi doanh nghip cn to cho khch hng thy c s coi trng i vi h bng cch nhn ra khi h quay li v bit cng nhiu v khch hng cng tt.

L mt cng ty hot ng theo m hnh Tp on cng ngh trong cc lnh vc an ninh mng, phn mm, chnh ph in t, nh sn xut cc thit b in t thng minh v cung cp dch v Cloud Computing. Nm trong Top 20 nhn hiu ni ting nht Vit Nam do Hi S hu tr tu Vit Nam bnh chn, cng ty BKAV rt hiu tm quan trng ca vn ny, chnh v vy, h to dng mt h thng nhn din khch hng hiu qu v hin i. Tt c cc thng tin nhn bit khch hng nh h tn, s th, s ln giao dch, phng thc giao dch u c BKAV ghi li c th v r rng lm c s nhn bit v phc v khch hng tt nht.

a. Xc nh khch hng

Khch hng hin ti: bao gm nhng c nhn, t chc ang s dng sn phm v dch v ca BKAV.

Khch hng cn t mi quan h: khch hng hin ti v khch hng tim nng (sinh vin, ngn hng, doanh nghip)

b. c im khch hng

Bkav l cng ty hot ng theo m hnh Tp on cng ngh trong cc lnh vc an ninh mng, phn mm, chnh ph in t, nh sn xut cc thit b in t thng minh v cung cp dch v Cloud Computing. Cng ty nm trong Top 20 nhn hiu ni ting nht Vit Nam do Hi S hu tr tu Vit Nam bnh chn.

Trong nhiu nm qua, phn mm dit virus ca Bkav c bnh chn l Sn phm An ton thng tin c ngi dng a chung nht, Cng ty 2 nm lin tip c trao Cup t ho thng hiu Vit. Ti th trng trong nc, phn mm Bkav chim u th p o so vi cc phn mm dit virus ca nc ngoi khi c ti 73,95% cc doanh nghip la chn s dng. (Theo kt qu xp hng cc thng hiu phn mm c doanh nghip a chung, do Phng Thng mi v Cng nghip Vit Nam - VCCI thc hin).

Khch hng ang s dng sn phm ca BKAV c c im sau:

Khch hng c nhn: sinh vin, Khch hng c nhn: sinh vin, cn b, nhn vin vn phng khng gii hn tui tc, gii tnh, ngh nghip,thng xuyn s dng my tnh, my tnh bng, smartphone mun bo mt thng tin v trnh s xm nhp ca Vi rt, cc hacker, hay s dng ch k s, ngoi ra mong mun c mt ngi nh tin nghi, thng minh, an ton, thoi mi..Khch hng t chc: ngn hng, ngn hng,cng ty chng khon, doanh nghip,c quan Hi quan, trng hc mun bo mt thng tin cho mnh v cho khch hng, trnh s xm nhp ca vi rt , hacker, mong mun bo v h thng mng, gim thiu thi gian, cng sc v chi ph qun l, hay s dng ch k s, mong mun c h thng c s h tng thng minh, tin ch. c. Cc hot ng nhn din khch hng

Xc nh

Quyt nh thng tin nhn din khch hng hin ti qua

H v Tn: Khch hng ch c s dng 1 tn duy nht

S in thoi

a ch

Email

S CMND: ngy cp, ni cp

Ngy ht hn bn quyn

M khch hng (hoc M ng k) c in trn th bn quyn

Thu thp

D liu nhn khu hc: thu thp khi khch hng ng k mua sn phm (thng tin bt buc). ng thi cn qua cc ha n, chng t, tng tc qua website, ng thng tin qua web cc ng link yu cu ngi s dng ng nhp thay i thng tin. D liu hnh vi: c im mua, thi quen mua, tn sut, cc thc tng tc vi doanh nghip, s tiu th sn phm, s dng dch v c thu thp thng qua cc ha n, chng t.

D liu thi : mc hi lng, thi nhn vin, kin cng c thu thp thng qua cc hm th gp trn Website, mail, cuc gi n cc trung tm, chi nhnh ca BKAV.

Lin kt

Cc chi nhnh ca BKAV trn khp ni t chc lin kt vi nhau, cc thng tin d liu, cc c im nhn din khch hng c lu tr ti mt h thng my ch, ti tt c cc im tip xc cc n v, b phn khc nhau ca BKAV, khi khch hng ng k M ng k ti bt k a im no cng c th giao dch bt k c s, chi nhnh ca BKAV trn ton quc.

Ngoi ra Cng ty An ninh mng Bkav t chc lin kt cng ty Vin Thng nhm nhn thng tin ca khch hng khi b hacker tn cng, nhanh chng gip khch hng i ph vi mi tnh hung c th xy ra v m bo an ton cho d liu Hi nhp

Nhn dng khch hng khng ch cn c lin kt vi tt c cc tng tc, giao dch m cn phi c tch hp vo h thng thng tin doanh nghip s dng iu hnh hot ng kinh doanh. Cng ty TNHH An ninh mng BKAV (BKAV-CA) c tr s trung tm ti Cu giy-H Ni, cc thng tin d liu c lu tr ti h thng my ch tai y.

Ngoi ra nu khch hng mua cc sn phm ca BKAV ti H Ni nhng nu phn mm xy ra li, hoc b hacker th vn c th sa cha, bo hnh ti cc i l, trung tm BKAV ti khu vc Nng, HCM, Nhn ra

BKAV nhn ra khch hng mua li ti mi im tip xc, thng qua khch truy cp trn website Bkav.com.vn, ti cc ca hng ca cng ty , gi n trung tm dch v khch hng vo nhng thi im khc nhau.

Lu tr

Thng tin nhn din tng khch hng c lu tr v duy tr ti nhiu c s d liu ca cng ty BKAV. Ton b qu trnh chm sc, h tr k thut cho tng khch hng c ghi li chi tit v lu tr trong c s d liu ca h thng, mi khch hng c BKAV cp mt m khch hng ring . Khi khch hng gi ti Bkav Contact Center, h thng s t ng hin th ton b lch s qu trnh h tr k thut cho khch hng. iu ny gip cho k thut vin ca BKAV nhanh chng nm c tnh trng trn my tnh ca khch hng, t a ra cc phng n x l thit .

Ton b cc giao tip ca khch hng vi nhn vin BKAV s c lu tr li trong h thng, ngi qun l s xem xt nh k, rt kinh nghim, t ci thin cht lng ca dch v chm sc khch hng.

Cp nht

Cc d liu, thng tin v khch hng c BKAV kim duyt, cp nht, hon thin v xem li thng xuyn.

Phn tch

Cc c im nhn din khch hng l nhng yu t chnh phn tch s khc bit v khch hng c nhn. i vi BKAV, c im dng phn bit khch hng nhiu nht l d liu hnh vi: c im, thi quen v tn sut mua

To s sn sng

D liu cc c im nhn din khch hng trn c s d liu lun c sn cho nhn vin, cc b phn chc nng trong doanh nghip cn khi truy cp. H thng ca hng ti 63 tnh, thnh ph u c c s d liu sn sng

m bo an ton

Thng tin khch hng c nhn rt nhy cm mang tnh cnh tranh v nh hng n s ring t ca khch hng nn cn c bo v nghim ngt nhm ngn cn vic s dng tri php.

BKAV bo mt thng tin khch hng thng qua M khch hng c in trn th bn quyn, mi khch hng c mt M ng k ring, khch hng c trch nhim bo v m s ng k c nhn ca mnh, khng tit l m ng k ny, ch c cung cp khi c s cho php ca nhn vin cng ty BKAV

V d M ng k 1234 v nhp li M kim tra l Y3C36W

M khch hng ny ch c s dng trong trng hp:

Ci t v s dng phn mm Bkav nu bn s hu Bn quyn s dng Bkav hp l.

S dng mt Bn quyn s dng Bkav trn mt v ch mt my tnh

d. Khch hng t hin din thng qua cc chng trnh Bkav SmartHome ti tr chnh gii Golf H Ni M Rng 2013Ngy 10/10/2013, gii Golf H Ni M Rng 2013 din ra ti sn golf ng M (Sn Ty, H Ni). y l gii u ln nht trong nm do Hip hi golf H Ni t chc, vi s tham gia ca hn 150 golf th n t c ba min Bc, Trung, Nam. Bkav SmartHome tham gia s kin vi vai tr nh ti tr chnh ca gii u.

Cc golf th n ng k ti khu n tip ca Club House t rt sm. Nhn vin nim n cho n v trao qu Bkav SmartHome cho golf th tham gia gii u

Khu trng by sn phm ca SmartHome

Bn cnh cp v gii thng t Ban t chc, cc golf th cn c c hi nhn c phn qu c bit t nh ti tr chnh Bkav SmartHome, l 01 voucher tr gi 300 triu ng khi mua sn phm Nh thng minh SmartHome cho golf th xut sc nht v 01 in thoi iPhone 5S Gold Champagne cho golf th c c nh xa nht.Golf H Ni M Rng l gii u thng nin ca Hip hi Golf H Ni nhm c v phong tro chi golf v to c hi giao lu cho cc golf th trn c nc. Pht biu ti s kin, i din nh ti tr chnh Bkav SmartHome, ng Bch Thnh L cho bit cng ty s tip tc ng hnh cng Hip hi trong cc gii u tip theo.

Chng trnh ny ra thu ht c hng trm ngn hi vin v mang n s hi lng cho cc khch hng BKAV.

Ngy hi qung b sn phm ca BKAVBkav l mt trong s rt t cc cng ty hot ng trong lnh vc sn xut - kinh doanh phn mm, dch v CNTT v h thng Ngi nh thng minh, thng xuyn t chc cc s kin qung b, gii thiu sn phm trn khp c nc. S chuyn nghip, hp dn trong cc chng trnh ca Bkav thu ht hng chc nghn khch hng, ngi tiu dng tham gia v mi s kin tr thnh mt ngy hi no nhit.

Gian hng ca Nh sn xut phn mm dit virus Bkav ti Trin lm quc t Expo ln th 15(Vietnam Computer Electronics World Expo),s kin ln nht trong nm v CNTT, in t, Vin thng ti Vit Nam. Tng mu cam quen thuc, du n ring ca Bkav lun thu ht s ch ca ng o khch hngKhch hng vy kn khu vc din ra mt Chng trnh Roadshow ca Bkav. S kin c Bkav t chc u nm 2012 ti hng lot cc siu th in my ln ti H Ni nhm qung b Phn mm bo v Smartphone - Bkav Mobile Security

Cc chng trnh Gi Vng gi sc ca Bkav c t chc lin tc trong nm 2009 ti hu ht cc siu th, cng ty in my ln ti H Ni v TP H Ch Minh lun thu ht s quan tm ca ngi tiu dng BKAV Roadshow qung b Bkav Mobile Security

Lin tip trong 2 tun qua, chng trnh Roadshow qung b Phn mm bo v Smartphone - Bkav Mobile Security c t chc ti cc siu th in my ln H Ni nh: Topcare, Trn Anh, Mobimart... D kin, chng trnh s tip tc c thc hin ti TP. H Ch Minh vo trung tun thng 4.

Ti mi a im din ra chng trnh Roadshow ca Bkav lun thu ht rt ng khch hng tham giaGiao lu vi chng trnh, khch hng hiu r hn v tng tnh nng cng nh cc cng ngh c trang b trn Bkav Mobile Security nh: cng ngh chng trm (AntiTheft), cng ngh gim st truy cp, chn tin nhn rc v chn cuc gi khng mong mun2. Phn bit khch hng

a. Phn bit theo nhu cu

Bkav chia khch hng ca mnh thnh 2 loi: khch hng c nhn v khch hng t chc.

Khch hng c nhn: Dit virus:

Bkav ProInternet Security:l phn mm dit virus tin phong trong s dngcng ngh in ton m my. Kt hp gia cng ngh dit virus thng minh v cng ngh bo v truy cp Internet, Bkav Pro c nhng tnh nng u vit nh: Dit virus siu a hnh (metamorphic virus), chng phn mm gin ip - Anti Keylogger, phng v da trn cng ng - BCOS, dit rootkit, bo v USB, cng ngh nh chn theo hnh vi(Host Intrustion Prevention System), cng ngh chng bng n...

Bkav Mobile Security: Phn mm bo v SmartPhone, dit virus tt nht (Hip hi an ton thng tin VNISA bnh chn). Phin bn Bkav Mobile Security Pro c trang b b lc thng minh Smart Filter t ng chn tin nhn rc vi t l ln n 100% v chn cuc gi khng mong mun. Bn cnh cc tnh nng dit virus, chng trm, tm v tr in thoi, sao lu danh b, tin nhn v cuc gi, Bkav Mobile Security cng c tch hp cng ngh gim st truy cp v duyt web an ton.H tr cc h iu hnh:Android, iOS, Symbian, Blackberry, Windows Phone.

Khch hng c nhu cu dit virus cho my tnh v in thoi.

Phn mm:

Bkav eDict: T in tra nhanh gip bn tra cu t trc tip bng cch di chut ti t cn tra (bt k u trn mn hnh) m khng cn g li nh thng thng. Ngi dng c th tra nhanh ngay trong lc ang duyt web hay lc c ti liu word, exel, pdf m khng cn chuyn sang ca s ca t in.

Khch hng c nhu cu tra t in nhanh chng ngay trog lc ang duyt web hay lc c ti liu m khng cn chuyn sang ca s ca t in.

Ch k s:

Ch k s dnh cho c nhn

K email, vn bn, ti liu

Ngn hng, chng khon in t

Khch hng thng giao dch thng qua cc hp ng in t, c nhu cu s dng ch k s.

SmartHome:

H thng nh thng minh SmartHome: l tng th cc gii php nh h thng chiu sng thng minh, h thng cnh bo an ninh, h thng gim st mi trng, gii tr v tin ch... s mang li cho ch nhn ngi nh s thoi mi, an ton v tit kim nng lng.

Phng v sinh thng minh: vi cm ng; van cm ng tiu nam; my sy tay siu tc

Bt n thng minh: SH-D2; SH-D4; SH-D1 T ng bt n khi c ngi i vo vng cm ng v tt n khi khng c ngi

c tch hp tnh nng cng tc thng minh hot ng theo cc kch bn linh hot theo nhu cu ca ngi s dng

Ph hp lp t cho nhiu v tr nh phng khch, phng ng, vn phng...

Thit b c iu khin thng minh bng chip vi x l

Ty chnh c cc ch thi gian v cm bin nh sng Khch hng l cc h gia nh, c nhn c thu nhp cao, mong mun c mt ngi nh tin nghi, thng minh, an ton, thoi mi tn hng cuc sng.

Khch hng t chc: Dit virus Bkav Endpoint Enterprise:l phin bn dnh cho cc c quan/doanh nghip c h thng mng ni b quy m ln. Phin bn ny c thit k c bit hot ng theo m hnh qun l tp trung trn mt Server duy nht hoc nhiu Server phn cp, bo v an ton ti a cho tng my tnh cng nh trn ton h thng mng trc nhng nguy c v virus, trojan, rootkit, spyware, adware....

Bkav Endpoint SMB:l gii php phng chng virus tng th dnh cho cc c quan/doanh nghip c h thng mng LAN quy m va v nh. Phin bn ny c thit k c bit hot ng theo m hnh qun l tp trung trn Server, bo v an ton ti a cho tng my tnh cng nh trn ton h thng mng trc nhng nguy c v virus, trojan, rootkit, spyware, adware.... Khch hng l cc doanh nghip ln, va v nh c h thng mng ni b mong mun cc my tnh ca doanh nghip cng nh ton h thng mng c bo v trc s xm hi ca cc loi virus, trojan, rootkit, spyware, adware....

Phn mm: Qun l cng vic: Bkav eTask: l h thng phn mm qun l giao vic, nhc vic v lp lch cng tc. Phn mm cho php thit lp cc quy trnh x l cng vic ty theo nhu cu ca tt c cc c quan, doanh nghip. H thng gip lnh o qun l cng vic n tn cc phng ban, nhn vin, theo tng d n. Bkav eTask gip kim sot c tin x l, cp nht bo co ca nhn vin cng nh kin ch o lnh o

Bkav eCalendar: Phn mm qun l, lp lch lm vic ca c nhn, danh nghip, h tr xem nhanh c thi gian trng ca cc c nhn, nhm, cc ti nguyn (phng hp, t) mt cch trc quan c th t mt lch hp ph hp vi thi gian ca nhng i tng tham gia. H thng gip t lch nhanh chng, khoa hc, mi c nhn nm c lch cng tc hay s thay i thi gian ca cc cuc hp mt cch nhanh chng.

Bkav eOffice Cloud: L phin bnBkav eOffice s dng cng ngh in ton m my, c cung cp di hnh thc dch v hng nm. Khi s dng dch v ny, khch hng s c t vn thng xuyn v quy trnh s dng, cng ngh qun l, v h tr k thut tt c cc vn lin quan n Bkav eOffice. Phn mm Bkav eOffice l phn mm qun l, iu hnh c quan, doanh nghip, quan ly trnh duyt vn ban, qun l h s cng vic trc tuyn trn mng my tnh.

Bkav eOffice Gov: L phn mm trao i thng tin, iu hnh tc nghip, quan ly trnh duyt vn ban, h s cng vic trc tuyn trn mng my tnh. Phn mm c trin khai thnh cng ti hn 25 tnh thnh v cc c quan ca chnh ph. Phn mm hai ln lin tip c Tp ch PCWorld bnh chn l gii php Cng ngh thng tin hay nht trong nm. Vi nhiu tnh nng tch hp, tin dng, d dng nh: qun lv x l cng vn, h s cng vic,email, hi thoi, trng cu kin, lp lch lm vic, gi thng bo, gi tin nhn ra di dng Bkav eOffice Gov lun ch ng mang thng tin n cho ngi s dng, qua t o to ngi s dng, to thi quen s dng ng dng CNTT trong cng vic v tr thnh phn mm khng th thiu ti cc c quan.

Chnh ph in t:

Bkav bPortal: Cng thng tin in t tch hp, c thit k theo kin trc ng, c kh nng ty bin, cu hnh cao. c thit k bi cc cng ngh hin i v tin tin nht, tun theo cc tiu chun quc t v Portal. Bkav ePortal cung cp cc chun m p ng mi nhu cu m rng v tch hp vi cc h thng sn c khc nh h thng mt ca in t, h thng iu hnh tc nghip, qun l vn bn, cc dch v cng cc sub portal ln h thng chung. Bkav Bmail:l gii php mail server c thit k trn cc tiu chun ngun m c s dng rng ri trong nhiu h thng email ln trn th gii. in hnh trong s , h thng mail server ni ting ca Yahoo cng l mt ng dng da trn cng tiu chun ny. Vi kh nng nng cp m rng khng ph thuc vo gii hn phn cng thit b, Bkav Bmail c th p ng tt cho mi m hnh v quy m ng dng, t cc doanh nghip va v nh n cc tng cng ty, tp on. c bit, h thng c th s dng trong m hnh mail server cng cng, phc v cho hng triu ngi dng vi chi ph hp l nht. Bkav eOffice Gov: L phn mm trao i thng tin, iu hnh tc nghip, quan ly trnh duyt vn ban, h s cng vic trc tuyn trn mng my tnh. Phn mm c trin khai thnh cng ti hn 25 tnh thnh v cc c quan ca chnh ph. Phn mm hai ln lin tip c Tp ch PCWorld bnh chn l gii php Cng ngh thng tin hay nht trong nm. Vi nhiu tnh nng tch hp, tin dng, d dng nh: qun lv x l cng vn, h s cng vic,email, hi thoi, trng cu kin, lp lch lm vic, gi thng bo, gi tin nhn ra di dng Bkav eGate: Phn mm mt cain t lin thng c trin khai ti trn90 n vti cc tnh nh B Ra -Vng Tu, Lm ng, Khnh Ha, Kontum, H Tnh... Bkav eGate h trqun l ton b qu trnh t vic ng k, tip nhn h s n vic cp nht tin x l, tr kt qu, in n bo co, thng k Bkav eGate c thit k p ng vi mi m hnh mt ca bao gm mt ca cp x, phng, qun, huyn Khng ch p ng bi ton n l ca tng a phng, Bkav eGate cn cung cp kh nng kt ni lin thng gia cc n v trin khai mt ca (kt ni t x ln huyn, kt ni t phng ln qun,) Khch hng l cc doanh nghip, t chc, chnh ph mong mun qun l tt cng vic ca tng thnh vin v doanh nghip, t chc, mong mun trao i thng tin, iu hnh h thng hot ng ca t chc.

Thit b an ninh mng:

Bkav Network Inspector: l thit b pht hin v cnh bo tn cng sm theo thi gian thc, da trn c ch phn tch cc kt ni mng v din bin s kin trn my ch. H thng bao gm thit b x l trung tm v cc b cm bin c ci t trn my ch. Mi thng tin thay i trong h thng mng u c cc cm bin lin tc bo v thit b trung tm. T ,Bkav Network Inspectorphn tch v xc nh du hiu tn cng cnh bo cho i ng qun tr qua SMS, email.Bkav Network Inspectorc 2 dng thit b, ph hp vi quy m ca cc doanh nghip. Dng SMB dnh cho cc doanh nghip c quy m va v nh. Dng Enterprise s dng cho cc doanh nghipc quy m ln.

Bkav AntiSpam Gateway:l thit b chn spam ti Gateway, tch hp cc tnh nng u vit nh: Smart Filter -chn spam bng b lc thng minh, chn spam theo Blacklist, h tr cc tp lut lc, x l email, qut virus cho file nh. Cng c qun l caBkav AntiSpam Gatewaycho php qun tr t xa qua giao din web, cung cp cc thng k, bo co v tnh hnh Spam, virus qua Gateway. Gip gim thiu thi gian, cng sc v chi ph qun tr h thng.

Thit b Bkav Gateway Scan:l thit b phng chng virus cho gateway, chn v dit virus ngay ti ca ng vo ra ca h thng mng.

Bkav Gateway Scanqut virus cho 3 lung d liu i qua gateway:

HTTScan: Engine qut virus cho cc giao dch web

FTPScan: Engine qut virus cho cc giao dch truyn file FTP

EmailScan:Engine qut virus cho cc giao dch in t

H thng thng k, bo co caBkav Gateway Scans gip nh qun l nm c tnh hnh virus i qua ca ng ca h thng mng. T c th t ra cc chnh sch, lut x l linh hot, chn ng nguy c bng pht virus.

Web Scan:l thit bqut, pht hin v nh gi cc l hng an ninh ca website.Bkav Web Scan s dng cng ngh in ton m my v hot ng theo m hnh SaaS (Software as a Service).

Cc tnh nng chnh caBkav Web Scan:

Phin cc l hng nguy him thng gp : SQL injection, XSS, Xpath injection...

Pht hin v cnh bo cc cng c m m qun tr c th khng bit

Report kt qu v ch dn hng khc phc vi tng l hng

H tr qut ng thi nhiu website

Khch hng c nhu cu bo v h thng mng, mong mun gim thiu thi gian, cng sc v chi ph qun l h thng.

Ch k s: Ch k s dnh cho doanh nghip:

K khai thu qua mng, khai hi quan in t

K email, vn bn

Ngn hng, chng khon in t

Ch k s dnh cho c nhn thuc doanh nghip, t chc:

K phn cp ln t khai thu, khai hi quan, cc vn bn in t,

Khch hng l cc doanh nghip, t chc thc hin, s dng cc hp ng, giao dch in t, c nhu cu s dng ch k s.

SmartHome:

Phng v sinh thng minh: vi cm ng; van cm ng tiu nam; my sy tay siu tc

Bt n thng minh: SH-D2; SH-D4; SH-D1 T ng bt n khi c ngi i vo vng cm ng v tt n khi khng c ngi

c tch hp tnh nng cng tc thng minh hot ng theo cc kch bn linh hot theo nhu cu ca ngi s dng

Ph hp lp t cho nhiu v tr nh phng khch, phng ng, vn phng...

Thit b c iu khin thng minh bng chip vi x l

Ty chnh c cc ch thi gian v cm bin nh sng

Khch hng l doanh nghip, t chc mong mun c h thng c s h tng thng minh, tin ch cung cp cho thnh vin cng ty mt mi trng lm vic hin i, hiu qu.

b. Phn bit theo gi tr

Khch hng c nhn:

Nhng khch hng gi tr nht (MVCs):

Nhng khch hng s dng b sn phm SmartHome ca Bkav c tr gi 300 triu VND v nhng khch hng mua cc sn phm n l trong b thit b ca Smarthome. Hin SmartHome a ra th trng cc sn phm thng minh khc nh thit b bt tt n (gi 580.000 ng, 880.000 ng v 990.000 ng), van x t ng bn cu nam (c 4 loi, t 860.000 - 2.550.000 ng), my sy tay (3,5 triu ng). Tt c cc mt hng ca SmartHome c bn vi gi ch bng 30-80% so vi hng ngoi vi tnh nng tng t. n nay, SmartHome c mt khong 20 tnh thnh trn ton quc.

Khch hng s dng dch v ch k s ca Bkav vi gi thu bao 3 nm (1,867,800 VN) Nhng khch hng c kh nng tng trng cao nht (MGCs):

Khch hng c nhn s dng phn mm dit virus Bkav Pro c trn 3 ln gia hn s dng, vi mi ln gia hn mc doanh thu mang li cho Bkav l 299.000 VND. Theo thng k ca Bkav, trong nm 2012 c khong 12,5 triu ngi s dng bn Bkav Pro v Home Plus, chim 85% khi ngi dng c nhn.

Khch hng s dng phn mm Bkav Mobile Security_Phn mm bo v SmartPhone c s ln gia hn trn 3 ln. Theo thng k nm 2013 ca Bkav, phn mm bo v smartphone Bkav Mobile Security ca Bkav chnh thc t mc 1 triu ngi s dng. y l mt trong s t phn mm trong nc t c con s ny. Nhng khch hng c gi tr m (BZs):

Khch hng s dng Bkav Home. Phn mm ny l phn mm do Bkav cung cp cho ngi dng s dng min ph. Chnh v th, nhng khch hng s dng phn mm ny khng mang li li nhun cho Bkav.

Khch hng cn dch chuyn (Migrators):Khch hng s dng phn mm dit virus Bkav Pro ln u tin. Trong tng lai cha bit chc c gia hn s dng tip khi phn mm ht hn hay khng.

Khch hng t chc: Nhng khch hng gi tr nht:

Cc doanh nghip, t chc s dng sn phm Smarthome ca Bkav vi gi ca mi loi sn phm trong b sn phm SmartHome: thit b bt tt n (gi 580.000 ng, 880.000 ng v 990.000 ng), van x t ng bn cu nam (c 4 loi, t 860.000 - 2.550.000 ng), my sy tay (3,5 triu ng). n nay, SmartHome c mt nhiu cng trnh ln ti H Ni nh: tr s B Ti chnh, Trung tm thng mi Trng Tin Plaza, khch sn Cng on Qung B, Cng ty MobiFone

Cc doanh nghip s dng dch v ch k s ca Bkav, vi thi gian ng k thu bao 2 nm (2,035,000 VN), 3 nm (2,145,000 VN).

Nhng khch hng c kh nng tng trng cao nht:

Doanh nghip, t chc s dng phn mm dit virus, Bkav Pro, Bkav Endpoint Enterprise, Bkav Endpoint SMB. Theo thngj k ca Bkav nm 2012 th s doanh nghip s dng phn mm dit virus chim 75% th phn khi doanh nghip.

Khch hng s dng phn mm qun l cng vic v thit b an ninh mng. Hin nay th Bkav c cc khch hng: Tng cng ty Xng du Vit Nam (Petrolimex),Tng Cng ty u t v Kinh doanh vn Nh nc (SCIC), Tng Cng ty C phn Xy lp Du kh Vit Nam (PVC), Tng Cng ty Lp my Vit Nam (LILAMA), Tng Cng ty Pht trin H tng v u t Ti Chnh VIDIFI, Tng Cng ty IDICO, Vin thng H ni, Tng Cng ty Dc, Vin Thng Ph Yn, Cng ty Cng nghip Tu thu Nha Trang, Vin thng Bnh Dng, Cng ty CP u t v Pht trin inMin Bc 2, X nghip Thng mi Mt t Ni Bi, Cng ty C phn u t v sn xut Vit Hn, Cng ty C phn dch v ng cao tc (VECS), Tng cng ty Sn xut u t Dch v Xut nhp khu Bnh nh (PISICO), Cng ty CP Kt Cu Thp Nng, Cng ty Than H Lm TKV, Cng ty Than Nam Mu TKV, Cng ty Xng du Long An, X nghip thng mi mt t Ni Bi (Niags), Cng ty Xng du Lm ng, Cng ty C phn u t pht trin th v khu cng nghip Sng (Sudico), Cng ty TNHH Tn Ngha, Cng ty C phn TASCO, Vin Thng Bc Giang.

Nhng khch hng c gi tr m:

Doanh nghip, t chc s dng phn mm Hi quan in t eHaiQuan tch hp Ch k s ca Bkav thc hin th tc hi quan qua mng Internet. y l phn mm c Bkav cung cp min ph. "Thi im p dng quy nh mi n rt gn, nhiu doanh nghip tm cch nng cp hoc phi b tin mua phn mm Hi quan vi chi ph cao, t vi triu n vi chc triu ng cho 1 nm s dng. Bkav quyt nh min ph eHaiQuan nhm thc y giao dch in t c m bo bng ch k s",ng Ng Tun Anh, Ph ch tch ph trch Bkav CA, cho bit.

Khch hng cn dch chuyn:

Doanh nghip, t chc mi s dng sn phm, dch v ca Bkav di 2 nm. Doanh nghip, t chc s dng phn mm dit virus nhng khng s dng thm cc sn phm, dch v khc ca Bkav. Bkav n lc thc y cc t chc, doanh nghip s dng lu di, s dng thm sn phm, dch v ca mnh.

III. CRM TNG TC.

1. Knh tng tc.

Nh chng ta bit nhng khch hng khc nhau c nhu cu khc nhau, ngha l h cng thch nhng cch tng tc khc nhau. Ngi ny thch email hn in thoi, ngi kia li thch kt hp email v mail thng thng. Doanh nghip phi xc nh c knh khch hng thch hp ri quyt nh s h tr tng tc nh th no. Khng c kh nng tng tc ph hp c th doanh nghip s tht bi.Theo l tng doanh nghip s phi bit gi phng tin a thch (Preferred Media Package - PMP) ca khch hng. Vi mi khch hng, cng ty s thit lp nhng nguyn tc kinh doanh nhm iu ha gia PMP ca khch hng v gi tr ca h vi doanh nghip v hiu qu s dng knh truyn thng kt hp . Hiu c tm quan trng ca vic tng tc hiu qu vi khch hng v th Bkav lun rt quan tm ch trng n vn ny. iu ny th hin r qua vic Bkav m ra nhiu knh tng tc vi a dng cc loi hnh gip cho khch hng c th d dng tip cn vi cc sn phm v dch v ca cng ty.

a. Face-to-face:

Bkav l mt cng ty mi thnh lp v pht trin cch y hn 15 nm nhng cng ty t c nhiu thnh tu to ln trong lnh vc ca mnh. Cc sn phm ca Bkav mang tnh cng ngh cao v i hi phi c s t vn, gii p v h tr tn tnh t pha doanh nghip khch hng c th hiu v s dng ng cc sn phm Bkav. Hiu c iu ny hng nm Bkav lun thc hin cc bui giao lu trc tip gia khch hng vi cng ty, nhm mc ch hiu hn v nhng yu cu ca khch hng v gii p t vn nhng thc mc m khch hng a ra, ng thi qua y cng ty cng gii thiu v nhng c im sn phm mi ca mnh ti khch hng.

V d nh Ngy 22/6/2011, ti Khch sn Sofitel Plaza, TP. H Ch Minh, Cng ty an ninh mng Bkav t chc hi tho Gii php tng th An ninh thng tin v m hnh ng dng Ch k s trong ngn hng, chng khon vi s tham gia ca hn 40 ngn hng, cng ty chng khon. Ti hi tho, cc chuyn gia an ninh mng ch ra nhng l hng tn ti trong h thng ca cc ngn hng v cng ty chng khon ti Vit Nam. c bit, trong bi cnh tnh hnh an ninh thng tin ang c nhng din bin phc tp nh hin nay, cc ngn hng, cng ty chng khon khng p dng gii php tng th v an ninh, an ton thng tin s d dng tr thnh mc tiu hng u ca tin tc. Ti bui hi tho cc i din ca ngn hng, cng ty chng khon tham gia t nhiu cu hi v gii php an ninh mng v m hnh ng dng ch k s v c nhn vin k thut, ban gim c Bkav t vn, gii p tn tnh, r rng.

Ngy 16/06/2010 Bkav t chc hi tho Cng b b gii php xy dng Chnh ph in t - Tnh in t Bkav eGov ti H Ni vi s tham gia ca hn 50 Lnh o cc S Thng tin v Truyn thng cc tnh trn ton quc.

Ngoi t chc din n, giao lu trc tip vi khch hng th ngy 07/10/2009 Bkav m ra trung tm Chm sc Khch hng BkavPro ti TP.HCM c u t h thng h tng hin i, i ng chuyn gia v k thut vin chuyn nghip t vn, h tr cho khch hng. y l Trung tm Chm sc Khch hng BkavPro u tin ti TP.HCM v Trung tm th 7 ca Bkis. Ngoi ra, Bkis cng a vo hot ng Trung tm Chuyn pht nhanh (Bkav Express) Th bn quyn BkavPro ti TP.HCM v cam kt giao th tn ni ch trong vng 2 gi.

ng Nguyn T Qung, Tng gim c Bkis cho bit, Trung tm Chm sc Khch hng BkavPro ti TP.HCM c nhim v h tr trc tip cc khch hng BkavPro thuc khu vc cc tnh pha Nam

T chc chng trnh giao lu trc tuyn.

Nhn dp u xun Tn Mo 2011, Bkav t chc chng trnh Giao lu trc tuyn Bkav dnh cho tt c cc bn thnh vin din n, cc bn c gi, qu khch hng ca Bkav. Chng trnh l dp cc bn giao lu, trao i trc tip cng Bkav, ng thi l dp Bkav chia s cc quan im ca Bkav v cc vn kinh t, x hi, v vn ha doanh nghip ni chung, v nh hng pht trin sn phm, dch v ca Bkav ni ring trong nm mi.Theo nhng khch hng c thc mc, bn khon hoc cc cu hi s gi v cng ty theo a ch email: Bkav@bkav.com.vn hoc trong forum ca cng ty. Cc cu hi s c BTC ca Bkav tr li v gii p ti din n trc tuyn ny.

Tham gia chng trnh Giao lu trc tuyn Bkav c Ban lnh o Cng ty Bkav:

ng Nguyn T Qung - Tng gim c

ng Bch Thnh L - Gim c Trung tm Chm sc khch hng Bkav

ng V Ngc Sn - Gim c B phn Nghin cu v Pht trin (Bkav R&D)

ng Nguyn Minh c - Gim c B phn An ninh mng (Bkav Security)

b. Tng tc qua in thoiKnh tng tc th 2 ca Bkav l in thoi. Cng ty c nhiu sn phm v mi sn phm c mt s in thoi chm sc khch hng ring gii p t vn cho khch hng nhng vn ca h. Ngoi ra khch hng c th n trc tip ti cc i l vn phng ca Bkav trn ton quc.

Tr s chnh: a ch: Ta nh Bkav, Khu th Yn Ha, Cu Giy, H Ni.

in thoi: (04) 3763 2552. S fax: (04) 3868 4755 Bkav TP. HCM a ch: Tng 7 ta nh Athena 146-148 Cng Ha, P.12, Q. Tn Bnh, TP HCM.

in thoi: (08) 6296 6626. S fax: (08) 3811 1627

Bkav Hi Phng a ch: S 65/122 nh ng, Q. L Chn, TP Hi Phng

in thoi: (031) 3622 327

Bkav Nng

a ch: Tng 3, S 282 Nguyn Tri Phng, Q. Thanh Kh, TP Nng

in thoi: (0511) 3898 068

Bkav Ninh Bnh: a ch: S 91 Trn Hng o, Phng ng Thnh, TP Ninh Bnh

in thoi: (030) 6289 386

Nhn vin ca Bkav s gii p v t vn mi thc mc ca khch hng v cc vn lin quan n sn phm cng ty.

STTNi dungu s

1H tr khch hng mua Bkav Home

T vn trc tip v ch bo hnh v h tr1900.58.58.50

2Lin h v phn mm dit virus dnh cho doanh nghip, c quan Bkav EndpointH Ni: (04) 3763 2552

TP. HCM: (08) 6296 6626

3Mua Th Bkav Proin thoi: (04) 3763 2528

Hoc 0973.464.139

4Trung tm Chm sc khch hng Bkav Pro 1900 56 12 96

5Dnh cho khch hng Bkav Mobile Securityin thoi: (04) 3763 2528

6Lin h lm i lin thoi: (04) 3 7677 110

7Cc dch v, sn phm v thit b An ninh mng (Network Inspector, Bkav Antispam GW, Bkav Gateway Scan, Bkav Web ScanH Ni: (04) 3763 2552

TP. HCM: (08) 6296 6626

8Phn mm Qun l cng vic (Bkav eTask, Bkav eCalendar)H Ni: (04) 3763 2552 TP. HCM: (08) 6296 6626

9Phn mm Chnh ph in t (Bkav ePortal, Bkav Bmail, Bkav eOffice, Bkav eGate)H Ni: (04) 3763 2552

TP. HCM: (08) 6296 6626

10T in tra nhanh Bkav eDictH Ni: (04) 3763 2552

TP. HCM: (08) 6296 6626

11Ch k s, K khai thu qua mng, Hi quan in tH tr k thut: 1900 1854

ng k dch v: 1900 54 54 14

12Phn mm t in ho n Bkav eHoadonin thoi: 1900 66 32

13Nh thng minh SmartHomein thoi: (04) 6654 8321

ng dy nng CSKH: 1900 6632

Khng ch gii p thc mc ca khch hng, y cng l knh tip nhn trc tip cc trng hp bo hng, sa cha dch v hot ng 24/24.

Vi nhng khch hng l t chc nh ngn hng, c quan thuth ngi nhn in thoi ca Bkav l nhng ngi i din mua hng ca c quan . l nhng ngi trc tip lm vic vi Bkav, thng bo cho Bkav khi sn phm ca h c s c, cn s tr gipNi dung cc cuc gi ca Bkav ti khch hng l:

Thng bo cho khch hng khi my tnh, h thng mng ca h c nguy him v hng dn cch phng trnh.

Hi thm xem trong qu trnh s dng sn phm Bkav khch hng c gp s c hay cn s gip no khng. Hng dn khch hng khc phc s c m h gp phi trong qu trnh s dng sn phm.

Gii quyt nhng khiu ni m khch hng gi v a ch email ca cng ty. Vi nhng email c ni dung nh th gi v Bkav th cng ty s gi in, lin lc vi khch hng theo s in thoi lu trong h s ca cng ty.

Tt c qu trnh tip nhn, x l thng tin, phn hi thng tin cho khch hng, u c cp nht vo phn mm m bo vic theo di tin khc phc li s c thc hin trong thi gian nhanh nht.

c. Knh tng tc qua Email.

Bkav phn chia phc v khch hng theo tng loi hnh sn phm theo tng b phn trong quan h khch hng ca Bkav m nhim phc v mi khch hng trong nhm sn phm .

C th:

Sn phmEmail

Sn phm phn mm dit virut bkav Pro, Bkav Home.Bkav@bkav.com.vn

T in tra nhanh Bkav eDicteDict@bkav.com

Lin h v phn mm dit virus dnh cho doanh nghip, c quan Bkav Endpoint

Cc dch v, sn phm v thit b An ninh mng (Network Inspector, Bkav Antispam GW, Bkav Gateway Scan, Bkav Web Scan)

Phn mm Qun l cng vic (Bkav eTask, Bkav eCalendar)

Phn mm Chnh ph in t (Bkav ePortal, Bkav Bmail, Bkav eOffice, Bkav eGate)

Ch k s, K khai thu qua mng, Hi quan in tDuAn@bkav.com

Dnh cho khch hng Bkav Mobile SecurityMobile@bkav.com.vn

Lin h lm i lDaiLy@bkav.com

Phn mm t in ho n Bkav eHoadoneHoaDon@bkav.com.vn

Nh thng minh SmartHomeSales@smarthome.com.vnDuAn@smarthome.com.vn

Ngoi ra khi c thc mc g khch hng c th lin h qua email chung ca cng ty l: Bkav@bkav.com.vnCch thc gi email ca Bkav tun th ng cc quy nh l:

Bkav khng gi thng tin chung n cho khch hng m mi Email s c mt ni dung c th, r rng nh trng tm vo khch hng vi tiu nh km nh Thng bo v vic xut hin loi virus mi bng pht qua USB, Tri n khch hng Bkav Pro, Bkav tip cn khch hng tim nng mt cch thng minh bng cch khch hng t ng k nhn thng tin v Bkav bng cch ng k trn cc din n, website Bkav khng bao gi gi Email c ni dung trng lp nhau ti cho khch hng v b phn chm sc khch hng Bkav c h thng kim sot v c phn chia thnh mi n v mt ni dung c th. V d chng trnh tri n khch hng 18 nm th s dng email: Trian18nam@bkav.com, gii thiu sn phm dit virt cho Smartphone th s sng email: RamatBMS@bkav.com....iu ny gip cho Bkav trnh c vic trng lp v ni dung email gi ti khch hng.

Email m Bkav gi ti khch hng th hin cch bt u cuc i thoi 1-1 v u mi Email ca mnh Bkav lun c dng ch nh Thn gi qu khch hng, Cho ch nhCm n ch s dng sn phm ca Bkaviu ny gip cho khch hng cm thy nh h c chm sc tn tnh, chu o.

Bkav lun nu r l do v sao khch hng li nhn c email . V d l do l tr li nhng cu hi m khch hng gi v bkav, Thng bo cho khch hng v loi Vi-rt mi c nguy c thm nhp my tnh ca khch hng B phn CSKH ca Bkav lun lu tr li d liu tng tc v thng tin, cc vn ca khch hng t lp bo co, x l tnh hung ph hp vi tng giai on tng tc vi khch hng.

Tuy nhin knh tng tc qua Email ca Bkav vn cn nhiu hn ch v cn mt s vng mc nh:

Vn cn mt s Email gi cho khch hng mang tnh thng mi nh gii thiu sn phm mi ca cng ty n khch hng cng chng trnh khuyn mi c bit dnh ring cho khch hng s dng nhng sn phm . V d v vic pht hnh sn phm mi Phn mm bo v in thoi di ng Smartphone - Bkav Mobile Security (BMS). Trong email gi ti khch hng Bkav vn c nhng thng tin hng dn cho khch hng nh tham gia chng trnh Khuyn mi, Qu Khch hng bm vo link Bkav.com.vn/KhuyenmaiBMS, in v gi cho Bkav cc thng tin: h tn, a ch nhn th, in thoi lin h, s lng th. Tuy nhin iu cng ty li khng ch r cho khch hng cn lm g nu khng mun nhn Email. y l mt trong nhng iu cha t trong Email ca Bkav khin cho mt s khch hng cm thy kh chu khi c nhiu Email gi v cho h.Email m Bkav gi n khch hng gm cc ni dung lin quan nh: thng bo gii thiu v sn phm mi ca Bkav, email chc mng nm mi ca Bkav, email phn hi cho khch hng v nhng cu hi, vn m khch hng gi v trung tm CSKH ca cng ty, email thng bo nhng loi virut mi v cch phng trnhEmail ca Bkav s dng font ch ph thng Times New Roman, c ch 12, vi nhng t kho quan trng Bkav s dng font ch mu hoc t m nhn mnh ni dung.

Phn chung cho tt c cc khch hng l:

Li cho ti qu khch hng, cm n qu khch hng s dng sn phm Bkav.

Li kt l cm n khch hng v km theo ch k ca cng ty. V d nh Email gi cho tt c cc khch hng s dng Bkav Pro bn quyn l.

Gim c Trung tm Chm sc khch hng Bkav Pro

TS. Bch Thnh L______________________________________________________

Bkav Pro Contact Center

Trung tm Chm sc khch hng Bkav Pro

Tel: 1900 56 12 96

Email:bkavpro@bkav.com.vnWebsite:www.bkav.com.vnBkav Hanoi: Bkav Building, Yen Hoa New Town, Cau Giay Dist, Hanoi

Bkav HCM: DTC Building, 99A1 Cong Hoa Str, Ward 4, Tan Binh Dist, Ho Chi Minh City

_____________________________________________________

Bkav Pro - Bo v my tnh theo cch chuyn nghip !T ho t chng ch quc t VB100 do t chc kim nh hng u th gii Virus Bulletin chng nhn !

Phn ring ca tng khch hng: l ni dung a ch email gi ti h, v d nh vn m h gp phi khi s dng sn phmVi nhng khch hng l doanh nghip th bkav s gi Email v a ch ca ngi i din k hp ng vi Bkav.

d. Internet

Khch hng c th t tm kim thng tin v cch thc s dng sn phm, c tnh sn phm, gi, cch thc mua hng, t hngti website chnh thc ca cng ty http://www.bkav.com.vn/ v ti cc website dnh ring cho sn phm Bkav nh:

Sn phm Bkav Mobile Security: Website: Mobile.bkav.com.vn

Phn mm Chnh ph in t (Bkav ePortal, Bkav Bmail, Bkav eOffice, Bkav eGate): Website: www.BkaveGov.vn T in tra nhanh Bkav eDict: Website: www.eDict.vn Ch k s, K khai thu qua mng, Hi quan in t: www.BkavCA.vn hoc www.NopToKhai.vn Phn mm t in ho n Bkav eHoadon: Website: www.eHoaDon.vn Nh thng minh SmartHome: Website: www.SmartHome.com.vnMi website ca tng sn phm s c thit k ring bit ph hp vi sn phm , cc website bao gm phn gii thiu cc thng tin lin quan n sn phm nh gi, c tnh, hnh nh sn phm, ng thi cng hng dn c th tng bc khch hng ci t v s dng sn phm ca Bkav c thng tin c th v c tnh, cng dng, cch s dng, cch mua hng, cch lin h vi cng ty khi gp s c hay cc cu hi lin quan n sn phm.Ngoi ra cng ty cn lp forum vi a ch http://forum.bkav.com.vn/ nhm tng cng s tng tc gia doanh nghip v khch hng. Forum c thit k thit thn thin, khch hng c th ng k lm thnh vin ca forum trao i, giao lu vi nhng khch hng khc, a ra nhng cm nhn v sn phm, v cng ty cng nh ca khch hng i vi cng ty. Din n c thit k theo 3 phn:

Phn 1: Hin th nhng thng tin ng ch nht gn y ca Bkav.

Phn 2: Nhng bi vit, cu hi thc mc t cc thnh vin ca forum v nhng tin tc c ban qun tr a ra.

Phn 3: din n gm cc mc: Bkav Forum, Bkav News, Bkav support, Bkav CA, Bkav Partners, Bkav Other, Bkav Relax.

Tt c nhng tnh cm, nhng vng mc bn khon ca khch hng, thnh vin forum s c cng ty lu li di file d liu sau tin hnh phn hi li cho khch hng ngay trn forum v gi v email ca khch hng, thnh vin .Tng tc qua trang mng Facebook: Khi cp nht vo facebook ca Bkav theo a ch https://www.facebook.com/BkavCorp th khng ch khch hng ca Bkav m bao gm c nhng ai quan tm v mun bit cc thng tin v cc sn phm dch v.u c th c c. Trn knh facebook ny Bkav a nhng thng tin v cc s kin ca Bkav nh: ra mt sn phm mi, t chc giao lu thnh vin forum, cc chng trnh do cng ty t chcV y cn l ni m cc thnh vin c th chia s nhng kin, nhng cm nhn, hay thc mc cho cng ty. Chnh s ch ng v thng tin m Bkav c th nh gi c tm l, cng nh mong mun, yu cu ca khch hng mt cch tng quan y nht. n nay trang facebook ca bkav thu ht hn 13.351 lt like.

Quy trnh x l cc khiu ni ca BKAV.

Ghi ch:

Bc (1) v (2): Khch hng c th khiu ni, thc mc cc vn lin quan n dch v qua vn bn, email, in thoi hoc trc tip ti Cng ty (ti form mu ti y). Cc vn ny c n v tip nhn v x l khiu ni tip nhn.

Bc (3) v (4): Cc vn lin quan n dch v ca Bkav v trong thi hiu khiu ni (ba (03) thng k t ngy s dng dch v hoc xy ra vi phm) s c tip nhn x l, cc vn khng ph hp nh: khiu ni vn khng lin quan n dch v ca Bkav, cc vn qu thi hiu khiu ni (03 thng) th s c thng bo bng vn bn cho ngi khiu ni bit v nu r l do t chi tip nhn khiu ni.

Bc (5), (6), (7) v (8): Cc vn c th x l c ngay, i vi Khch hng khiu ni trc tip ti tr s Cng ty th n v tip nhn v x l khiu ni s tr li Khch hng trc tip ng thi lp bin bn x l khiu ni. i vi Khch hng khng khiu ni trc tip m qua cc hnh thc khc (nh email, cng vn) th s c tr li qua vn bn hoc email trong vng 05 ngy lm vic.

Bc (9): Cc vn n v tip nhn v x l khiu ni khng x l c ngay th s vit phiu tip nhn x l khiu ni gi cho Khch hng.

Bc (10): n v tip nhn v x l khiu ni sau khi vit phiu tip nhn khiu ni s phn loi v chuyn cc n v lin quan iu tra lm r.

Bc (11), (12) v (13): Cc n v lin quan iu tra v xc minh lm r, sau chuyn li thng tin cho n v tip nhn v x l khiu ni.

Bc (14): n v tip nhn v x l khiu ni tr li Khch hng theo kt qu iu tra ca cc n v lin quan, trong vng 20 ngy lm vic k t ngy vit phiu tip nhn khiu ni

Bc (15), (16) v (17): Nu Khch hng ng vi kt qu tr li th n v tip nhn v x l khiu ni s lu h s v kt thc.

Bc (18): Khch hng c vn bn khng ng vi kt qu tr li th n v tip nhn v x l khiu ni tip nhn, iu tra xc minh li v tr li Khch hng.Nhn xt:

Bkav l cng ty hng u v chm sc v bo v my tnh, h thng cc website, cung cp nhng sn phm bo v, qun l an ninh thng tin cho c nhn v cc doanh nghip. Vi nhng sn phm cung cp c th, yu cu hiu bit cng ngh cao, gn lin vi li ch v nhu cu ca ngi tiu dng, cng ty lun xc nh chm sc khch hng l mt trong nhng nhim v trng tm hng u. Bkav ang dnh mt ngun kinh ph kh ln cho cng tc h tr v chm sc khch hng ca mnh c th hng nm cng ty lun tuyn mt s lng ln cng tc vin, nhn vin t vn k thut v chm sc khch hng p ng mt cch nhanh nht, tt nht cho khch hng. Hin nay cng ty c tt c 5 b phn Contact Centern khc nhau ni bt nht l: Bkav Pro Contact Center, Bkav 360( Contact Center.

Cng tc chm sc khch hng ti cc chi nhnh tnh/thnh ph cng lun c Cng ty Bkav quan tm bng cch tin hnh o to cho i ng bn hng, nhn vin t vn bn hng ti cc ca hng, i l ca Bkav trn ton quc.

Trong qu trnh tip nhn v gii quyt yu cu ca khch hng th Phng chm sc khch hng ca cng ty c ch ng xut nhng k hoch, chng trnh chm sc khch hng ring theo c th ca tng b phn.

Tuy nhin h thng tng tc vi khch hng hin ti ca Bkav vn ang cn tn ti mt s vn :

H thng chm sc khch hng qua Contact Center:

Cht lng cuc thoi n tng i cha cao: my bn lin tc, thoi t qung, b ngt qung gia cuc gi, ng thi mt s nhn vin Bkav ni qu nhanh dn n khch hng kh nm bt kp c vi ni dung cuc gi.

Khch hng phi mt mt chi ph kh cao khi gi in ti cc u s CSKH ca cng ty.

Ti cc tnh thnh khng c tr s Bkav th khch hng ch c t vn v gii p thc mc qua in thoi, email, website iu ny hn ch s tip xc trc tip ti nhn vin cng ty. Thi gian gii quyt v tr li email ca Bkav cn chm v cha p ng kp thi cho khch hng.2. C bit khch hng.

V c th sn phm ca Bkav l nhng sn phm c thit lp v nh v theo mt h thng, khun mu nn rt kh thc hin vic c bit khch hng theo hnh thc c bit thch nghi, thm m hay cng tc. V th cng ty thc hin vic c bit nhng khch hng ca mnh theo hnh thc c bit v hnh c th:

Nhng khch hng s dng Bkav Home v Bkav Home Plus phin bn min ph th Bkav vn s h tr qua email, nhng s khng c u tin h tr nhanh nh Bkav Pro. y l s khc nhau gia bn quyn v min ph.

Vi sn phm Bkav Pro c bn quyn: Bkav cung cp cho ngi s dng hp php mt b cc dch v cho php tng hiu qu s dng ng dng. Khi khch hng mua bn quyn, th s tr thnh mt ngi s dng ng k, c m khch hng v th khch hng ng thi cho php h c c cc quyn li sau:

Cp nht c s d liu mi nht v t ng nng cp ln cc phin bn mi khi cng ty ra mt.

c t vn v cch ci t, cu hnh, v s dng sn phm.

Khi gp bt k vn g v virus hoc bt thng trn my tnh s c i ng chuyn gia Bkav hng dn x l v gii quyt s c kp thi, min ph 24/7 (24h/ngy v 7 ngy/tun). Nhng khch hng c nhn mua sn phm c bn quyn ca Bkav th mi nm Bkav s thc hin chng trnh tri n i vi nhng khch khch hng ny. Bng cch gi email v thng bo chng trnh khuyn mi c bit dnh ring cho tng khch hng . V d nh nhn dp 18 nm ra mt phin bn u tin ca phn mm dit virus Bkav nhng khch hng c Bkav Pro bn quyn th c khch hng v bn b, ngi thn hay ng nghip ca khch hng s c mua 1 tng 1 khi mua sn phm Bkav Pro. Vi nhng khch hng t chc c gi tr nht ca cng ty, th cng ty lun dnh s chm sc c bit hn so vi nhng i tng khch hng khc. V d nh hng nm lun t chc cc chng trnh tri n i vi nhng khch hng c gi tr ny, dnh chng trnh khuyn mi c bit nh mua sn phm ch k s s c tng mt thm mt sn phm dit vi rt. Vi nhng khch hng s dng phin bn min ph th Bkav s hn ch mt s tnh nng hn so vi nhng khch hng s dng bn quyn. V d phin bn min ph ca phn mm tra t in Edit s khng c tnh nng tr gip k thut khi gp s c, khng c trnh n dch nng cao, v nu c nhng hnh ng sao chp bn quyn hay vi phm iu khon th Bkav s t ng tc quyn s dng min ph ca khch hng . Hoc phin bn min ph Bkav Home khng th cp nht c nhng phin bn mi, khng c tng la v c bit bn Bkav Home khng c tnh nng DeepScan (Tnh nng dit virus thng minh v trit chuyn dit dng Siu a hnh) nh phn mm Bkav Pro coa bn quyn.IV. MNG LI CRM

1. i tc ca BKAV

Ngy 5 thng 9 nm 2013, Cng ty An ninh mng Bkav k tha thun hp tc chin lc vi Cng ty Vin thng Quc t FPT v vic h tr khch hng phng chng tn cng mng khi s dng dch v Data Center ca FPT Telecom.Theo tha thun ny, Bkav s phi hp vi FPT nghin cu, xy dng phng n phng nga v i ph trong trng hp xy ra tn cng mng vo h thng ca khch hng t ti Trung tm d liu ca FPT Telecom. Ngoi ra, hai bn cng c ngha v gii thiu v t vn cho khch hng trc v trong qu trnh s dng dch v.

Pht biu ti l k kt, ng L Thanh Nam Gim c D n Cng ty Bkav cho bit: "FPT Telecom l mt trong nhng i tc tin cy trong lnh vc Data Center. Tham gia d n ny, Bkav v FPT s cng nhau xy dng nhng phng php linh hot gip khch hng i ph vi mi tnh hung c th xy ra v m bo an ton cho d liu".

Tha thun c k kt gip y mnh hn na quan h hp tc gia Bkav v FPT trong n lc mang n cho ngi s dng nhng sn phm, dch v CNTT tt v an ton. Vic hp tc c bit c ngha trong bi cnh gn y lin tc xut hin nhng t tn cng mng trn phm vi rng v ko di nhm vo cc h thng my ch hoc trung tm d liu ca cc cng ty ln ti Vit Nam.

Ngy 2 thng 4 nm 2008, FPT Elead v Bkav chnh thc cng b hp tc chin lc Chm sc khch hng ton din. Theo , tt c cc my tnh Elead xut xng s c ci t phn mm dit virus BkavPro c bn quyn, km theo dch v h tr k thut ca Bkav. Vi s hp tc ny, khch hng ca FPT Elead ngoi vic c cung cp dch v bo hnh phn cng 24/24, cn c s dng phn mm dit virus c bn quyn v h tr k thut trc tip t cc chuyn gia hng u v virus ca Bkav.FPT Elead v Bkav k hp tc chin lc nhm mang li cho khch hng s chm sc ton din. y l ln u tin c s kt hp gia hai nh sn xut phn cng v phn mm my tnh ti th trng Vit Nam. S kin ny s to mt tin l tt cc nh sn xut ca Vit Nam hp lc nhm em n li ch cao nht cho ngi tiu dng, ng thi to ra sc mnh cnh tranh vi cc nh sn xut ca nc ngoi.

Hin nay, trung bnh mi ngy ti Vit Nam hn 90.000 my tnh b nhim virus v cc loi m c hi ly lan qua Internet v thit b nh di ng USB. Trung tm An ninh mng cho bit, ring nm 2007 ti Vit Nam, virus my tnh gy thit hi ln n 2400 t ng.

Theo thng k ca Trung tm bo hnh FPT, trn 80% my tnh bo hnh ti FPT lin quan n virus v phn mm. Li phn cng rt t xy ra, c bit i vi nhng my tnh c thng hiu, c lp rp trn dy chuyn hin i v phi tri qua nhiu bc kim tra trc khi xut xng.

Thng 11 nm 2009, Cng ty Vin thng FPT Min Nam (chi nhnh Bnh Thnh) k hp ng mua bn quyn phn mm dit virus BkavPro 2009 Internet Security lm sn phm i km dch v Internet tc cao ADSL.Theo , khch hng ng k dch v Internet tc cao ADSL ti chi nhnh Bnh Thnh ca Cng ty Vin thng FPT Min Nam s c cung cp b KIT bn quyn BkavPro 2009 Internet Security v c hng cc li ch t dch v h tr k thut ca Bkav.

Cng ty Vin thng FPT Min Nam l nh cung cp dch v ADSL ln ti th trng Tp.H Ch Minh. La chn BkavPro 2009 Internet Security lm sn phm km theo cc hp ng ADSL, nh cung cp dch v vin thng mong mun mang n cho khch hng s bo v ton din v chuyn nghip.

Trc , Cng ty C phn Dch v Bu chnh Vin thng Si Gn SPT cng k hp ng OEM mua 10.000 bn quyn phn mm dit virus BkavPro 2009 Internet Security bo v my tnh khch hng.

Ngay sau khi ra mt, BkavPro 2009 Internet Security khng nh c u th ca mnh trn th trng phn mm dit virus ti Vit Nam vi s lng ngi s dng tng t bin, c bit l ti TP. H Ch Minh. Hin, Bkis ang tin su vo th trng pha Nam vi vic kt hp vi cc n v cung cp gi dch v ADSL.

Thng 7/2011: Bkav c Tng cc thu - B Ti chnh chnh thc cp giy php tr thnh nh cung cp dch v k khai thu in t (TVAN). Ti Vit Nam, Bkav l mt trong hai doanh nghip u tin nhn giy php ny, cng vi Cng ty CNTT ng Nam (SEATECH). Ngy 5/6/2012 phin bn Bkav Mobile Security dnh cho iPhone c ra mt ngi dng. Trc , vo thng 10/2011, nh sn xut Bkav cng gii thiu ra th trng phn mm Bkav Mobile Security cho in thoi di ng v my tnh bng h tr h iu hnh Android. Ngy 12/6 ti TP. HCM, Cng ty Vin Thng A v Bkav chnh thc cng b chin lc hp tc ton din. Theo , phn mm bo v Smartphone Bkav Mobile Security s c mt trong H thng phn phi trn ton quc ca Vin Thng A k t ngy k hp tc. Ngy 4 thng 9 nm 2012,Cng ty Nht Cng (Nht Cng Mobile) v Bkav chnh thc hp tc phn phi sn phm cho th trng H Ni. Theo , phn mm bo v Smartphone Bkav Mobile Security s c mt trong ton b H thng phn phi ca Nht Cng k t ngy cng b. Thng 9/2013: Hng in t ca Nht v Cng ty An ninh mng Bkav k kt hp tc, tch hp sn phn mm bo v Smartphone Bkav Mobile Security cho tt c cc dng in thoi thng minh Xperia ca Sony. Thng 9 nm 2013, Bkav k tha thun hp tc vi Index Corporation, cng ty phn phi ni dung s trn di ng ca Nht Bn pht hnh Bkav Mobile Security ra th trng khu vc v ton cu2. Khch hng

Vi cc sn phm cng ngh ca mnh cng ty a cc sn phm ny n rng ri ngi tiu dng c nhn v t chc trn ton quc v ang m rng ra th trng th gii

Mt s khch hng t chc ca cng ty BKAV: Tng cng ty Xng du Vit Nam (Petrolimex) Tng Cng ty u t v Kinh doanh vn Nh nc (SCIC) Tng Cng ty C phn Xy lp Du kh Vit Nam (PVC) Tng Cng ty Lp my Vit Nam (LILAMA) Tng Cng ty Pht trin H tng v u t Ti Chnh VIDIFI Tng Cng ty IDICO Vin thng H ni Vin Thng Ph Yn Vin thng Bnh Dng Tng Cng ty Dc X nghip Thng mi Mt t Ni Bi Cng ty C phn dch v ng cao tc (VECS) Cng ty CP Kt Cu Thp Nng Cng ty Than Nam Mu TKV X nghip thng mi mt t Ni Bi (Niags) Cng ty C phn u t pht trin th v khu cng nghip Sng (Sudico) Cng ty C phn TASCO Cng ty Cng nghip Tu thu Nha Trang Cng ty CP u t v Pht trin inMin Bc 2 Cng ty C phn u t v sn xut Vit Hn Tng cng ty Sn xut u t Dch v Xut nhp khu Bnh nh (PISICO) Cng ty Than H Lm TKV Cng ty Xng du Long An Cng ty Xng du Lm ng Cng ty TNHH Tn Ngha Vin Thng Bc Giang S Thng tin v Truyn thng tnh B Ra - Vng Tu S Cng thng tnh B Ra - Vng Tu S Giao thng vn ti TP. H Ni S Thng tin v Truyn thng H Tnh S Thng tin v Truyn thng in Bin3. Nhn vin

BKAV mong mun to ra mi trng lm vic thn thin, gn gi v khng km phn hin i cho nhn vin ca mnh, ging nh sn phm SmartHouse m cng ty mang n cho khch hng. L cng ty chuyn v cc phn mm tr gip cho qu trnh bo mt cc thit b s dng internet, nn cng ty c h thng IT rt hin i cho hot ng ca nhn vin: H thng trang thit b Lab, Server, thit b mng, Security nhm m bo h thng lm vic ca cng ty

Cc trang thit b cng ngh hin i gip nhn vin, cc b phn nghin cu lm vic tt nht ngay ti vn phng cng ty

Nhn vin trong cng c th nhn vin l th t, xc nhn qu trnh i lm ca mnh cng nh kt thc ngy lm vic, nhn vin phi qut th. Mi iu gn nh u c xc nh mt cch t ng bng cc m vch c nhn ring bit. Camera gim st v thit b nhn din hot ng ca ngi t ng iu khin bt/tt nQua hn 15 nm pht trin, BKAV lun cao yu t con ngi, sc mnh tp th thng qua chnh sch trng dng hin ti. n nay, Bkav c i ng 900 nhn vin tr trung, nng ng v trn y nhit huyt trong mi trng lm vic hin i, chuyn nghipBkav c tc pht trin nhn s bnh qun hng nm ln n 30%. Cng ty ang trn tng trng mnh m v m rng th trng ra ton cu. Cng ty lun cho n cc ng vin c nng lc, kinh nghim ng c vo cc v tr qun l cp cao, cc v tr chuyn gia c kinh nghim trong cc lnh vc kinh doanh, phn mm, k thut, sng to gp phn y mnh hn na s pht trin ca Cng ty.3. T chc trong CRMe. C cu theo chc nng: Cng ty BKAV l mt cng ty va v nh, c phm vi sn phm hp, tt c sn phm iu phc v cho nhu cu bo v an ninh trnh s xm phm trn cc thit b cng ngh. Cng ty t chc cu trc theo chc nng gm c cc chc nng: Nghin cu v pht trin sn phm, bn hng, Marketing, chm sc khch hng, nghin cu th trng. Mi b phn c 1 chc nng ring sau bo co cho ph gim c h c th qun l. To nn s chuyn mn ha cao, gip nhn vin xc nh r nhim v, nh hng ng cc chc nng v nhim v ca mnh, t m bo c s tha mn cho khch hng, khng b chng cho nhim v ca nhau.

Tr s chnh ca cng ty H Ni c chc nng chnh l nghin cu v pht trin sn phm, bn hng, Marketing, chm sc khch hng,. Cc chi nhnh khc c nhim v bn hng v chm sc khch hng theo nh nhng mnh lnh ca cp trn a xung. Gm c cc chi nhnh ti Ninh Bnh, Nng, Hi Phng, Thnh ph H Ch Minh, ngoi ra gm c cc i l nh c chc nng bn hng. Tt c c bo co v tr s chnh ti H Ni.f. C cu t chc:

Cc phng ban ca Cng ty BKAV ti tr s chnh ti H Ni:

Quy l tn. Nhim v: Tip n khch hng, hng dn v h tr cho khch hng.

Trung tm chm sc khch hng_quan h khch hng: Nhim v: T vn, thm hi khch hng.

Trung tm nghin cu v pht trin sn phm. Nhim v: Nghin cu sn phm mi.

Trung tm nghin cu th trng. Nhim v: Tm hiu nhu cu ca th trng, nhng khch hng cn nhng loi phn mm phc v cho nhng mc ch bo v no?

Phng an ninh mng. Nhim v: Theo di an ninh ca cng ty, khng nhng tnh hnh an ninh ca mi ngi trong cng ty, cn c c an ninh mng.

Phng Marketing. Nhim v: Thc hin cc phng thc Marketing, truyn thng qung b sn phm.

Phng kinh doanh. Nhim v: Tm kim khch hng v bn sn phm.

Phng nhn s. Nhim v: Theo di nhn vin, tuyn dng v o to nhn vin mi cho tr s chnh v cc chi nhnh.

Cc phng ban ti cc chi nhnh:

Phng kinh doanh. Nhim v: Thc hin cc chc nng bn hng, tm kim cc khch hng.

Phng chm sc khch hng. Nhim v: Thc hin cc chnh sch chm sc khch hng ca tr s chnh a xung.

Phng nhn s. Nhim v: Qun l nhn vin. o to v tuyn dng nhn vin cho chi nhnh theo cc chnh sch ca cp trn.

Ti cc i l: Ch c phng bn hng, cung cp cc sn phm cho khch hng.

g. C cu t chc ca BKAV:

u im: Thit k cu trc t chc theo chc nng, phn chia cc b phn, chi nhnh r rng, c nhim v r rng. Nn khng c s chng cho cng vic ln nhau, to c li th v ngun lc v quy m vn hnh.

Cc chc nng c giao cho nhng ngi qun l c kinh nghim hay cc chuyn gia trong tng lnh vc s nn c nhng nh hng v nhng bc i ng n cho cng ty.

Gip cho vic qun tr mng li nhn vin c thc hin tt hn, dn n vic chm sc khch hng cng tt hn, t tm kim c nhiu khch hng hn, a cng ty pht trin.

Nhc im:

Khi vn hnh theo cu trc t chc chc nng th d xy ra mu thun gia cc b phn v d xy ra xung t do c s khc nhau v mc tiu, mc tiu ca tng n v v mc tiu ca c t chc. Ngoi ra cu trc ny cn kh iu phi cho ph hp vi tt c cc b phn do cc chc nng khc nhau v th dn n kh kim sot c cc hot ng ca cc b phn. Lc s xy ra mu thun.

Thiu s lin kt gia cc phng ban, v chuyn mn ha nn dn n vic cc nhn vin km s linh hot. Nh nhn vin nghin cu v pht trin sn phm s t c cc k nng bn hng hay chm sc khch hng, Nh vy s khng thay i c v tr cng tc.

Cch khc phc nhc im:

Nhn vin ca phng kinh doanh cn kt hp cht ch vi nhn vin phng chm sc khch hng qun tr quan h khch hng tt hn.

Tr s chnh cn thit lp cc mc tiu c th cho tng b phn chc nng ring. Cc b phn cn c cc mc tiu ph hp theo nhng mc tiu ca cp trn a xung.

C s h tr gia cc nhn vin c s hp tc, to nn s nng ng cho nhn vin.

V. NH GI HIU QU HOT NG CRM1. Cc tiu ch nh gi.

Vic tm kim chn lc xy dng pht trin lu di vi khch hng nm bt tt nhu cu lun l mc tiu hng u ca cng ty Bkav. nh gi c nhng hiu qu ca hot ng ny nhm da trn m hnh nh gi v hiu qu hot ng CRM trong cng ty cng ngh OmniTech a ra xut cn c vo ch tiu v uy tn doanh nghip, ch tiu v s lng khiu ni ca khch hng, ch tiu v li nhun, ch tiu v doanh s v t trng doanh s khch hng nh gi hiu qu CRM trong cng ty Bkav. Tt c nhng yu t ny l tiu ch nh gi hiu qu hot ng CRM. V chi ph doanh nghip c s u t tm kim, thu ht v duy tr quan h khch hng tt th mi thu ht c nhiu khch hng mi v gi chn khch hng c lm tng doanh thu v li nhun ca doanh nghip v ngc li doanh thu v li nhun c cao th mi chng t hot ng qun l quan h khch hng ca cng ty tt.

Ch tiu v doanh thu v s lng hp ng thc hin: y l ch tiu o lng li nhun hot ng ca cng ty v s lng khch hng, s lng hp ng m cng ty c c.

Ch tiu v uy tn ca doanh nghip: Uy tn ca doanh nghip l mt ch tiu rt kh nh lng c, ch tiu ny c lin quan n cc ch tiu khc nh: cht lng sn phm m cng ty cung cp, hot ng marketing, quan h ca doanh nghip vi cc t chc khc. Uy tn l mt ch tiu quan trng khch hng n vi doanh nghip.

Ch tiu v s lng khiu ni ca khch hng : y l mt trong s cc tiu ch nh gi hiu qu hot ng CRM ti doanh nghip. Nu cng ty c th gii quyt ton b cc khu khiu ni ca khch hng th n cng th hin mc quan tm v hiu qu hot ng CRM. Gii quyt cc khiu ni ca khch hng l mt trong nhng bin php duy tr quan h khch hng. Kh nng gii quyt khiu ni ca khch hng cng nhanh chng th s cng c li cho doanh nghip v iu ny lm cho doanh nghip gi chn c khch hng ca mnh v s em li cho khch hng s hi lng v kin ca h c tn trng.2. Nhng yu t nh hng ti hot ng CRM ti cng ty

Mt l: cng tc o to v nhn vin cn c o to, cn thi gian thch ng vi h thng mi nh vy qu trnh ng dng s tr nn nhanh chng hn. Trn thc t cc doanh nghip cn tin hnh o to nhn vin ngay khi h quyt nh la chn mt phn mm no iu s gip h cm nhn mnh l mt phn ca qu trnh. Chnh v vy cng tc o to chnh l mt yu t nh hng rt ln n hot ng CRM ca Bkav. Hai l: Yu t cng ngh: Doanh nghip phi la chn mt CRM ph hp, thc s hiu qu v c th h tr doanh nghip trong mi giao tip vi khch hng. Ba l: Yu t ti chnh: CRM ging nh cc loi h thng phn mm khch lun cn c mt khon chi ph duy tr v nng cp thng xuyn. Lnh o cn phi nm bt c iu ny chp nhn n. Mt cch n gin c th hiu nh sau nu x l s tin doanh nghip b ra c quyn khai thc, s dng mt h thng CRM no th chi ph tng ng duy tr nng cp h thng ny l 3X. iu m cng ty cn lm l theo di chi ph ca h thng hng thng, hng qu hng nm v 3 nm 1 ln. Bng vic nh gi gia cc mc chi ph, cng ty xc nh c h thng ph hp vi mnh sau l cn ng dng mc no, phm vi no. Nhiu doanh nghip tht bi do h ch nhn CRM l ghnh nng v chi ph. Bn l: yu cu hot ng ca tng b phn: Mi b phn thuc doanh nghip t b phn call center, markrting, b phn bn hngu c nhng mc tiu v yu cu ring. Cc b phn ny phi lin kt cht ch vi nhau c bit l nhng vn lin quan ti khch hng. ng thi phi c mt s iu chnh sp xp hp l trnh s chng cho hoc khng c b phn no ng ra gii quyt cc vn lin quan n khch hng. Nguyn nhn cn bn cho s tht bi ca m h thng CRM chnh l khng c s iu chnh v cc tip xc vi khch hng trong phm vi ni b. Nm l: ban lnh o ca oanh nghip: Nu chnh bn thn ban lnh o khng tin tng vo h thng CRM th iu chc chn l nhn vin ca h cng s khng c nim tin vo n. Lnh o phi l ngi hiu gi tr ca h thng, nhn ra nhng vn cn vng mc cn gii quyt, dnh thi gian cng nh cng sc vo gii quyt vn .

3. Nhng thun li v kh khn ca cng ty khi thc hin CRM

a. Thun li:

Cng ty c i ng nhn vin tr c trnh chuyn mn cao c o to ti cc n v uy tn trong v ngoi nc.Cng ty c s h tr c lc v cng hiu qu t lc lng ng o cng tc vin, cc chuyn gia hng u Vit Nam trong lnh vc cng ngh thng tin.

b. Kh khn:

Cng ty c nhiu i th cnh tranh trong nc v nc ngoi nh Antivirut

Cng ty mi pht trin trong 15 nm tr li nn tim lc v ti chnh ca cng ty cn yu gy kh khn trong vic pht trin v m rng th trng ca cng ty ra c tnh v thnh ph khc khi cng ngh thng tin ngy cng tr nn ph bin ti tt c cc ngoi dn trn ton x hi.4. Nhng thnh cng ca cng ty:

Cng ty duy tr c mi quan h tt vi khch hng trung thnh v c c mt s lng khch hng mi n vi doanh nghip. Ti th trng trong nc, phn mm Bkav chim u th p o so vi cc phn mm dit virus ca nc ngoi khi c ti 73,95% cc doanh nghip la chn s dng. (Theo kt qu xp hng cc thng hiu phn mm c doanh nghip a chung, do Phng Thng mi v Cng nghip Vit Nam - VCCI thc hin).Trong vic x l khiu ni ca khch hng cng ty to mi iu kin c th tip xc d dng v kh nng gii quyt khiu ni ca khch hng nhanh chng vi i ng nhn vin k thut cao. S lng khch hng cm n v c nhng bi vit cm nhn tt v cng tc chm sc khc hng ca cng ty tng trn din n cng ty.KT LUNT khi xut hin n nay, cng ty Bkav a ti cho khch hng nhiu sn phm c tnh ng dng cao gip cho cc c nhn v doanh nghip bo mt tt thng tin trn my tnh, h thng c quan ca mnh v gp phn lm tng hiu qu trong cng tc qun l ti cc doanh nghip. Ngy nay khi m cng ngh thng tin pht trin vn an ton bo mt li cng tr nn quan trng v cp thit hn bao gi ht. Chnh v vy trn th trng xut hin rt nhiu nhng doanh nghip cung cp cc sn phm phm mm lin quan n vn bo mt thng tin c trong v ngoi nc cng cnh tranh nhau ginh ming bnh th phn.

Cng ty BKAV cng nh nhng doanh nghip khc, cng c v pht trin v th trn th trng th khng g khc l phi cnh tranh. Hin nay, th trng lnh vc an ninh mng, trong nc cng nh trn th gii ang din ra s cnh tranh mnh v cht lng v dch v gi tr gia tng. Trc tnh hnh cng ty BKAV cn c nhng chnh sch, chin lc qun tr mi quan h khch hng hiu qu nng cao cht lng dch v, nng lc cnh tranh, gi vng v pht trin th trng ca mnh cng nh gp phn cho s pht trin chung ca x hi.

Hot ng CRM BKAV ch yu l giao tip trc tip vi khch hng thng qua knh tng tc in thoi. Hnh thc tng tc trc tip vi nhn vin cn hn ch cc khch hng c nhn. Hin nay, mng li cng ty BKAV ang c m rng nhanh chng c trong nc v ngoi nc vi s lng khch hng ngy cng gia tng v th cng ty cn phi quan tm n dch v khch hng nhiu hn na, cng c mi quan h ca khch hng ngy cng tt hn.TI LIU THAM KHO1. Gio trnh QUN TR QUAN H KHCH HNG

2. http://www.bkav.com.vn/gioi-thieu.htm3. http://forum.bkav.com.vn/4. http://kinhdoanh.vnexpress.net/tin-tuc/doanh-nghiep/cong-ty-chan-dat-cua-nguyen-tu-quang-2710644.html5. http://www.bkav.com.vn/tin-flash/-/view_content/content/47235/dieu-gi-tao-nen-thuong-hieu-bkav.htm6. http://bb.com.vn/pro/bkav-pro-se/tuvan-hotro/1600-ban-quyen-va-thoa-thuan-su-dung-bkav-pro-voi-khach-hang.html7. http://www.bkav.com.vn/tin_tuc_noi_bat/-/view_content/content/24781/doi-tac-tin-tuong-bkav-se-som-buoc-ra-thi-truong-toan-cau.htm8. http://www.bkav.com.vn/ho_tro_khach_hang/-/view_content/content/179171/bkav-ky-thoa-thuan-hop-tac-chien-luoc-voi-fpt-telecom.htm9. http://www.bkav.com.vn/hoat-dong-marketing/-/view_content/content/167119/nhung-ngay-hoi-quang-ba-san-pham-cua-bk-1.htm10. http://store.bkav.com.vn/11. http://hcm.vieclam.24h.com.vn/danh-sach-tin-tuyen-dung-cong-ty-co-phan-bkav-ntd950674p1.html

TRNG I HC KINH T NNG

KHOA THNG MI

NHM 13

QUN TR QUAN H KHCH HNG

CNG TY BKAV

GVHD: ThS. TRNG TH VN ANH

NNG, THNG 11 NM 2013

THNH VIN NHM:

L Th Thu Hng36K12.2

Nguyn Th Loan36K12.2

Nguyn Th Yn Phi36K12.2

Trn Th Ngc Thu36K12.2

Nguyn Hu Trung Ty36K12.2

TNG GIM C

Phng nghin cu v pht trin sn phm

Phng nhn s

Phng kinh doanh

Phng chm sc khch ng

Phng Marketing

Phng an ninh mng

PGD

PGD

PGD

PGD

PGD

PGD

PGD

Cc chi nhnh

Cc i l

Phng bn hng

Phng nhn s

Phng kinh doanh

Phng chm sc khch ng

Phng nghin cu th trng

NHM TH: 13