Quản trị quan hệ khách hàng tại công ty Phần mềm và Truyền thông VASC

Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
LỜI NÓI ĐẦU
1. Tính cấp thiết của đề tài

 !!"#$%!&'()
&"*+,-./)0!1
)"02"#%!#3/4567!&
!8-!9&0%5+:;
/'<;&:=>!*!?9@%
19/'AB0C!&B%
/&DE %!.F)&
-%!+?GH&G&I
#:;9/$!+-!9&H
D'J>K&!>+!@,&/*&
L*&M,/*%!&H'AB+N9
!&O!P/*0%!&HH,
Q/RSTU)/*0!8&F"'
V-!9&!>#3D8!@9
/'W;?.=!G0/?:
&LG;/?GH&XA!G
H,%!D5H
+NL$C!&B"0//0!1
.F)&":G%!!+!"
3!&'A%W(YZC[&!Q
H\H)G/;N])!@9D
YZC[-%G'^_5DD$&G%
YZC#K//?N-E&%
33GD!+,!G/5/!0'WI
%I:;/!@&
]7%:;]Q:/H&*

:;6/,//G&/*Q'
(!!]7!+/!0&
%"W`D'(J*W`DFa")!*]
/)2Hb/"]&
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
T
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
/HLQ/#3/45HNQ/[
,!87#"&=?#$c9&'
^$7!>%K"2%!,N
/&Q/5W`D'V,!$;/
J*`DW(YDd)]A!]DWe^YD
6!f%/!09'A!]&"0"0I%
D)"3//a?$b/H&80
)%9&@!,#H9%
!"G:0!8a?$&!'Y*
8;+N$YZC!HG:/g:/>
D/)]!]DWe^Y)G'hQ/2+
)$G"BF@]Pij3!&%Dd)
]A!]DWe^Yk+]$;/98'
2. Mục đích nghiên cứu
A2*Q/G9]gH]&&3793
?B!5++N
• l$!%9Dd)]A!]DWe^Y
]$YZC
• A80G/GYZC>DWe^Y
• l!#3//0/,NYZCa?$
!84]YZC%Dd)]A!]DWe^Y'

3. Phương pháp nghiên cứu
− d,//;/D:&G:/;/DN
Q/2#FDmn&G7&0
/#,Hop##,
Q/G]!m/.Q!$G/p'YD#K:a_c
9D&G:/H/)]q!:0%:*a3'
− d,//&+P##,Q/NQ/;/:!
+]#K:%.D`]E]g=
60##'
− d,//##P<$!+,#>#$G;/:
##H5+E+5002"!:H
///5,%_%&'
4. Đối tượng và phạm vi nghiên cứu
• l:+N88%&$!%D
3!&%D/)]!]DWe^YP
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
r
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
*#:$$0/55)&%D
0!8/55&o''
• d%+N%Dd)]A!]D
We^Y!2rUUstrUTr'
A!$;/%Dd)]A!]DWe^Y:
#$/u;89)D!&j3!&=
A%#(`AA9g!YDd)]A!]
DWe^YBFiY]]$;/Pj3!&
%YDd)]A!]DWe^Yk'
(iChuyên đề thực tập”];/H!88/!0

/=0&#,I,QnN#%3
!%Dd)]A!]DWe^Y=]+N$
!%%3!&We^YF$!
'A+"%GQ]&$G
3iY+]$;/k&D!&.G#"'v!Q;
:c&G""/9!D=DH
[!$G/BGChuyên đề thực tậpThạc sĩ Nguyễn Thu Thủy0
+]:,'
5. Bố cục của bài chuyên đề
(*9]Iw,P
Chương 1: Giới thiệu chung về công ty Phần mềm và Truyền thông VASC
Chương 2: Thực trạng công tác quản trị quan hệ khách hàng tại VASC
Chương 3: Một số giải pháp nhằm hoàn thiện công tác quản trị quan hệ
khách hàng tại công ty Phần mềm và Truyền thông VASC.
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
w
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
CHƯƠNG 1: GIỚI THIỆU CHUNG VỀ CÔNG TY PHẦN
MỀM VÀ TRUYỀN THÔNG VASC
1.1. Quá trình hình thành và phát triển của công ty Phần mềm và Truyền
thông VASC.
1.1.1. Giới thiệu khái quát về công ty Phần mềm và Truyền thông VASC
1.1.1.1. Giới thiệu chung về công ty phần mềm và truyền thông VASC
A+D
PYD/)]!]DWe^Y
A+
PWe^YmWBteB^!B#YB!Bp
l:;/ P

BG#rRxyrUUUyjltAYYJ
rUyUwyrUUU9An5J'
A!5#>*
PA-We^Yzx(`Y*AllO('
l%
Ps{'{wxxrrxrs
|a
Ps{'{wxxrrxww
}B /Pyy~~~'#''
We^Y/+%/5AnDJ
*W`DW(mA;/J*W`DW(
W(dAp%BV;/(H!+$`DD
D!]Dt$/!0>W('We^Y
+/!$Y(AAH#3/4+GP/)
]  3  !      mWYCp      ,  %      We^Y Ct
YB!B!$GWe^YdB3c
Q//NE#We^YYeYn3!*!$GCB|A!]8
N•dH,CAWoWe^YL,)+
!*#%W(]Q/#!+%`DH
,F:&€!+!e•V&|B
^+olIWe^YLQ/5`DG
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
{
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
/H&GH!W('
C=gH:;/27rUUUWe^YH!D
D!]D,,&!]&%
!!/N%/!G))-&+)aF

]5•B!B;!7H
Q/57!+%•B!B%!!
*G98!+!!H6*#3/4
598'
1.1.1.2. Nguyên tắc kinh doanh
WHG:/!0?9DQG,3
#$7#%$/!0#$.F9&?
GWe^Y&G%@]&Q0D?+
",:!D!7#%/:
@&3793?'WHWe^Y#$:/
*D+g":'
J+%"We^YD&€!*!@;Q9&
HD'We^Y&G&D2#%nH6%!
#3/45"Q:/N,)9
&'
1.1.1.3. Chức năng, nhiệm vụ
WH*2Q:#3/45G !+
,!We^YF:A;/J*W`DW(>
N759G#?P
• (+N/!0#3aQD/)]'
• hQ&4;/&4&#3/4/)]'
• AQG&GQ/3//DD'
• O%3+N!!&BD
• '
• ^3aQ&5!7]`DD
D'
• l%c5B!B7!!]D/,
'
• h?$%)%!]8&f;#=Q!]8/
SV: Trần Thị Thư

Lớp: QTKD Tổng hợp 51C
R
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
)!]8'
• C /=#_GF"G7B
• 3F,!8!]8H'
• ^3aQ,!8!]8D03!*
%!-,!]8om&DI#3aQ/p'
1.1.2. Quá trình ra đời và phát triển
• rRyTTyTzzxPA!?<5‚7‚!mWe^Yp:;/
,+%/5YDlA!]#mW<Yp
AnYDJ*W`DW(mA;/J*W`
DW(tW(dAp'
• rUywyrUUUPYDd!0d)]We^Y:;/$!+
]39A!?<5‚!mWe^Yp/(HS,
+%/5W(dA'
• ƒyTUyrUUUPA;/%AdOYC'
• TRyUsyrUUTP  A!  D    We^Y  „!B  !  ]  ?  9  J
WBB!'
• TxyTUyrUUrPA!?CtYB!B:&#>)&8
/!0>!9$,%!+'
• rƒywyrUUwPA;/A!?/!0d)]We^Y„!Bm
A!?‚3//d)]^#p'
• rzysyrUUwPYDd!0d)]We^Y:n+YD
d)]A!]DWe^Y'
• T{ywyrUUxPA;/A!?•dAW
• rUyƒyrUUsPAJ_WB((B!&.YDWe^Y!$
JADA!]D'
• xysyrUUzPA;/C]A!'

• rsyzyrUUzP!,5!]8•dAWPCAW'
• syƒyrUTUPA;//-O:/G'
• TyTTyrUTTPA;/W7/-YDd-AnNtj3!
(I?$
• rUTrPYDWe^Y*N0]!5#>H%zx(`Y*
A;llO('
1.1.3. Các đặc điểm sản xuất kinh doanh
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
ƒ
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
1.1.3.1. Lĩnh vực hoạt động
O%We^Y:GG!!-:&H
]$P
• YQ/5!7!+%)`D
• A!]D/,
• (+N/!0#3aQD/)]
• hQ&4;/&4&#3/4/)]
• AQG&GQ/3//DD
• O%3+NN!!&B
D
• h?$%)%!]8&f;#=Q!]8/
)!]8'
• C /=#_GF"G7B
3F,!8!]8H'
• ^3aQ,!8!]8D03!*%
!-,!]8om&DI#3aQ/p'
1.1.3.2. Các sản phẩm, dịch vụ của công ty
WHG%9W(dA%)%H`D%We^YF;

50%!#3/45*i")kD%:5+
+/!3$D!]D'A2"%!
!H%•B!BL%'
^3/459We^Y:!"#P
T' Y5!0&!+G
r' Y5!0&!+%•B!B
T'T'w'r'TY5!0&!+G
p YB#^#!/PF:!0&!+%WdBH,
••d#!+%C•BH,d#'l?5
Q/"%//B+)9#_5'
E)7&c)Q;F$@G
&"+)9&D#_55'
<5:!0&!+%W/B2)z7rUUsHE
Tr"Q/G&'lG#w7!0&#:
F+H#TUU"H!Q]=# 'WH
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
x
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
]7H#:+7&c57H7
!>8?rU…y'^:+5••/#F%
!+sUU'UUU+7&c#_55'
p d#CP("5d#H,+|#Cm!+
%C•Bpv†Cm!+%W/Bp"0:aB!
5%,%'V5_;B
!+%H8Nid#Bk"q&"
BHGE_&#K$4!$G/
B"a!8B:=!+9&'
J6!&2$G&&D23G&f

;6,3QN#_55DWe^YF"
3Gn!67Q:5'<!8#:+n
!+%W/B7!>+,!+%
C•B5F/N:)B&@@,9/?
%&:?9%'
p r|!B#*/M/+!3!HWdB"0
#\0]2&3%!3!H98#&39
+!3!HWdB&'r|!B#:aB5%
*&#_5D,Q/!0&'
lG0%5"&3{!+7&c#_5'
J8?q"&3x'UUU+7&cH5
%InDWe^Y'
p •„<V5!QDB+)m••!Bp'
A+@5A!QDBB^'<5:*:/
#!WdB/m!+#!ƒ{pI]
+5&PN#$3!*''0&$@'Y*
N!rƒyUryrUTUH)&3r!#!:/"
*:/•„<G#)RF"R!#!:/
!3H'F )FGG*•„<%'
C=g#AJ#_5•„<[-&+mGR…p2rU
!y7+){U!ym!8q:,T‡
&p'
Bp CB^B!PCB^B!5/#_58&G
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
s
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
D!+%G&D?'<5/M/
#_5"0!N@D)Gm~B%D8

]!=200%opDD!‚dZ^^C^'
•p CBAWPYgH#$/!0&D29DDS
`D!#$!9CBAW#$/!0QG
6%+aH3!*H'CBAW:
!0&6/N)9g  N#$
)3!*>QN?QN3&!+'O
95CBAW!Q%//+5:;/
;Iwr&+!]8!HG$&G#:&+#K7
+"'
p <5D3!*,%TzUU5/M/$
@ H]*&D#!;/Q
!+'<5!Q*:/</nN
Q=,!8,%3!*'
p CBPCB;/:/5!73!*!+
:Q//g:/%r‚w‚'WH//Q/
[&%I!Q]+53!*PA/_Y/
ˆ%O83‚B#!&BoCBF"//)/N)3!*
9&'<5:!Q/!+!
7rUUzF:]&G3&3'<52
)Q/E%!IF+G5!I0
8"&%ƒU!I'A!#5
Q/CB"#5!@0/g:/HG9&
‰‚BY/ˆ%'
T'T'w'r'r'Y5!0&!+]B!B
p <5!]8/,•dAWP,CAWS5
!]8•d!]%)%e<^V9W(dA'CAW#K
G&8N3!*=PAZŠ‹Œ(O•(OAOv„‹ŽŠY•Š'
^_55CAW&&DE2%>aB!]8,
)"0aBQN,!88+*Q&•0
#_5]5&8PaB/B+)

&!&B,BB%og]*7n!%2&
aB!#\o
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
z
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
p Yn3!*!$GCB|m~~~'B•'pPn3!*!$
G%Q::!!+%)%e<^V9W(dA*:/
)G3!*,\"!+%!]8aB/
B%N,B#!%IoH/
/;/;+5]*7,g:%K'
WHH)nD3!*!$G/55!HG
+7!9W(dA!We^YF&D2
53]&;'W]=&;YDWe^YL
Fa?$#%99//3
N&/&"#$630%5
D8nN07!;/7D!+%H'
‘IYDWe^YLFGn00
#$77!>/N:N//]=
'
O%CB|F:!0&!+wzE//
N::7RUU…,,aQ/aE3TUUAJy'V:
dBWB~!+CB|'%T!:yH!*!/rU!+eBa'
W]=YDWe^Y&D2/!0
5!"#K?‡Q:$#3aQ"3]
7#:&+!]8!$G)&+!]8
/,9EF!0&CB|'YDWe^YL>!
://!0=H*W(dAE'
O%!+"&3,TU'UUU3%,r'UUU/W„<

,T'UUU‚B&%N!'''Q/['
(!YDWe^YG/5*CB•|!Bm
!#Kp6Q/+:*H&'
lI/:/HE!33Q:5$
Dq!:&D3B~B#B
`'
p C%aFJm~~~''pPWHG%#’"P,RUU'UUU
+%a+%~~~'''J%
I!N6GW/!0BH+#?$'A%
?+I"0HI/%@“‚+%
;/;DD9I/%”o(8:
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
TU
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
Q/D05`/*“Dc&G*a]
DN0“A%I#,?;"0g>QN
?oZ+05#K:7D05“"0aBI#,
?c&G]N+o^$!9%aFJ"//)
q$&G3058'
p C%AClAJwƒR m~~~'wƒR'pPJwƒR:;/
UTyUTyrUTU!AClA+&#3/4#YDd)
]A!]DWe^Y/!0'JwƒRq$HH5+/!0
]!>,)]Q/#3/4#%W
()uG'^N9JwƒRH#3
/45Q&'Y#3/459JwƒR:
/?{"*P
 A\!3!HPJI#3/4#\%/]
\@!$G\BB''''

 J%'
 J3]%/)]*'
 A",H@/*%@'
<5W•dP5%G#_5!]B!B0
&G@2HHg>W('WH
D]A;/W(dAWe^Y:/M/#_5%)
Q]!]•B!BG%!][G%`D
W(dAQ/&>W(6%&"
]&#_55%H/*:/cQ'
1.2. Cơ cấu tổ chức bộ máy quản lí của công ty Phần mềm và Truyền
thông VASC
`1.2.1. Cơ cấu tổ chức
1.2.1.1. Sơ đồ cơ cấu tổ chức
O%!$DD)%!N
)GHWe^Y/3nNI?$;@&@=
%'O,Q?#$We^Y"r3*PJ/;3c
mIR/-N7pR,#3aQ&'
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
TT
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
Sơ đồ 1.1: Sơ đồ tổ chức tại công ty VASC
(Nguồn: Phòng Tổ chức hành chính của Công ty Phần mềm và Truyền thông
VASC)
1.2.1.2. Chức năng, nhiệm vụ của các đơn vị thành viên
'‚
• ‚D/)]!]DWe^Y"5P
tY7N/,H59D&G%/!0aF
9/,nNa?$%&G%%&G%

7'AnNE%$&G%!+5+&G%
5'
tAnNa?$#_3cD!80%!][
%%D!8/55#3aQ&'
tAnNa?$E%$D!8+N&@&f
;/5G&f;:/c"#3aQ'''6/G7$
#3aQ?!8nN3c]Q:D7#Q'
tOH[nND2Q/!+a,#>$:$/-
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
Tr
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
/55!:/&4Q/aQ'
tY"&G%%nN%/5Iu
D?+"/4Q*!"!8&f;/53f/
N+)/!0>%%,'
tYE%$+E//9H0G9
%#3aQ&$*#G
],373]&3
#;Q)7"D?+
tYE%3c#3;]BG3c9
H9'
tAnN&0!D,!$E$
5:Q/9!,*#9l3(H'
• ‚D/)]!]DWe^Y"]P
tjG9!,/,H//0$
5&G%:33D+%D#!@8'
tjG,QnNn05c:/I
D]+0$G*#]:/I

],//9H]G&B>&‡;
B/?Q/9;/B9//;'
tc:/I&G=/?Q/9],#>&c:/I
&GHB//:/I&G9H'
tY"]#_5%n##3#30
/N+)#3aQ&:#_5%f
EB9H90>!#3aQ3G&f
;3#D?+'AnNE%D&G%
;/N+)/55#3aQ'
' J/;3cP
• J/;3c"!)/F%
YD3cE%2‚YD]D
N798'YD"R/-N7P
td-AnNO*
td-A*G
td-G%tl)
td-f;l]
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
Tw
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
td-&G'
' l,#3aQ&PV,%+!+
=#$#3aQ&9YD#$!]]
:5!HYD'YD",!$#?P
tA!?^#
tA!?•dAW
tA!?C•YB!B
tYOIY*C

tY]!
1.2.1.3. Đặc điểm về quản lí
YD",QnNB&0!$GtN7"L0
#$/g:/H88%9D'WH,QDF;
5:@*9H[D+&;
/5+D>/-N7'–09&0D
3*D3*:+D"Pq/;q
/-3/)DQ;5:&37!8
+#?93*3:=‚l'YD"L
"7$&"F!3$G]")
8G:"97$3;!*D/"'YD
G//0,Q3*592
!/-!82/;'A+
3*D[-#"%GP#?+$
#$/N:+)9D[H#$/://;&D
:/#?+/33;]D+
]"#$G /3]&D+D
98'W8;D)/?%5N7)%
%%Iu!8+D/5@0&G3D:
$,6/0& /5%G0%
!G%HD'
1.3. Kết quả sản xuất kinh doanh của công ty từ 2008 đến 2012
1.3.1 Kết quả hoạt động sản xuất kinh doanh
WH#$q$/!0;/!0%& /5
%GJF%gHYJ(WDd)]A!]
DWe^YF%:E+]*DF=!'
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
T{
Chuyên đề thực tập

GVHD: Th.S Nguyễn Thu Thủy
Bảng 1.1: Báo cáo kết quả hoạt động kinh doanh của công ty Phần mềm
và truyền thông VASC trong giai đoạn từ năm 2008- năm 2012.
Đơn vị: tỉ đồng
Stt Chỉ tiêu Mã 2008 2009 2010 2011 2012
T
<    )
      
Q/5
TU {UzRrs'UUU RUsR{w'UUU xRs{ƒs'UUU sTƒTsU'UUU T'UƒzrUU'UUU
r ‚I TT rzs{Rƒ'{wr {UƒrwUTrU ƒUUrwT'rrT ƒwUrrz'RR{ szRrrU'{ss
w
V;/
mrU—TUSTTp
rU TTTUxT'Rƒs TUrwTr'ssU TRsrwƒ'xxz TsRzRU'{{ƒ Txwzxz'RTr
{
<   2%
*
rT Tr{R'rrR TUUr'wTr TRRT'rRƒ rUR{'zsR wƒRƒ'{Rs
R
Y/**
rr zxs'wwR zzs'rrz TUU{'zwƒ TUUr'w{R TzU'{ƒs
ƒ
Y/*3*&

rw TTTwws'{Rs TUUTTU'r{w T{{rrT'Rsƒ T{RUUT'rw{ T{RUzs'UUr
x
V:;)2
%    &


mwU—rU˜rTtrrtrwp
wU rxxwR'rz{ rT{Tr'ƒTT wRƒƒT'xƒ{ wRTrR'RRz RsUww'TzR
s A;/& wT TrƒRx'srR TwUUR'zƒR rszw{'{sƒ
z Y/*& wr {{rw'wxx wxxz'{zz TRzwƒ'UwU
TU
V:;&
m{U—wTtwrp
{U srw{'{{s zrrƒ'{ƒƒ Trzzs'{Rƒ
TT
An  :  ;
!HG
mRU—wU˜{Up
RU
rxxwR'rz{ rzƒ{x'URz wRƒƒT'xƒ{ wx{{T'Txƒ ƒRT{x'URz
Tr
Y  /*  G  
;//
RT ssxR'rz{ z{sx'URz TTrUT'xƒ{ TTzsT'Txƒ rUs{x'URz
Tw
V:;#G
mƒU—RUSRTp ƒU TssƒU'UUU rUTƒU'UUU r{rRU'UUU rR{ƒU'UUU {{wUU'UU
(Nguồn: Báo cáo kết quả kinh doanh 2008 đến 2012- Phòng kế toán- Công ty VASC)
Nhận xétP
A!+,#>/!0#3/45%We^YDF%:
N7!>3]:;&'(#Q
N5/!0,%_FB%3!1!'A2
?"0Qn!7rUTr9We^Y%TUƒzR‡I
6TTs…#H&G%rUTr7wT…#H$7rUTT'V:
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C

TR
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
;%{{w‡I6TUw…#H&G%rUTr7x{…#H$
7rUTT'An/?#H%xRƒTEI'Y5
9$9YDCAWCBAWCB|oG/5!87
!>Q:'(;=g7rUTrG/57)&"&79]
&GW(+:#$E%#?#2/*JF%A;/
l39A;/#$4&u!D&G%52
)7g3//]&/#$&Gq$90
YJ(WYDd)]A!]DWe^YFaQ# 
55+&G%A;/G/5"HG;#$
 !+/!098'(7rUTrLQH
=H&We^YF*N;/?%8‡'
Y":&G3!+G/5;/!/!05G
:CAWL5‚A‚AF!+'YDF
&D24%+N/!0Q/5H
CAW<AOCAW„AAW(dAA//oG/5>!:/&
'(!%%"5L,
!0&G/5:$'JnN!8/:/G/5:
4"7'lIYDL4%/53
//6G&/*":;
h7rUTw7G/5-]&"&79]&GW
(+H#N!\G98YDWe^YG?:
&"HE+/QQ50#Pn/#PTUxU‡
I'A!"WAtY(AAPsRr‡I:;PƒR‡I'^>
#>N6#H$rUTrWe^YF&D-
&5W•dm7rUTr5W•d=gE&ƒ
FGH,Tw…nYDHT{r‡Ip'W;
G###&F%!25W•d8N7!>$

97rUTw#K,,HTTR…#H7rUTr'
1.3.1. Kết quả hoạt động khác
‚QD!@9We^Y
(7rUUr
tY/]™5Y(AA!A!]D‚3!*%
YDDA!]D?štAJ8<,rUUrmed„YAe
rUUrpP:QW(rUUr'
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
Tƒ
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
tY/J_!~BaQ# Q_
WB(B'
(7rUUw
tWe^Y$N!LTU/Y(AAtW`D+
0QW(7rUUw
tJ_WB((B%3>^lQWY/J
_'
t^3/4n!$G*:/%•B!B
%%Y/lI#3/4ACtA!)`•A~BB&2
OA:EY(AAW`De^„Y•„'
(7rUUx
twyrUUxWe^Y:;3&G&*m&D"3Q
›
p!
$Y(AAW`DDœi(+N3///
!0Q/5,%!+%`DW
(k'A!&D&n3>^%@SYD(W(
mW•|„AvYOp'

tWe^Y$:;J6&B9A9HY*/9%
rUU{trUUƒ'
(7rUUz
ATryrUUzWe^Y$%Y/lI!V`!Y/WY(AAt
AA#$&•A}BB&rUUz!$^3/4/)]",
/4aQ# rUUz#3/4iO/)]-#%_mWYCpk'
(7rUTU
td!0/5PA!]8,mCAWpA!]8
mCBAWp5!7!+%7!
%w‚G!;>H#_55
!]8`DDD'
tV)NrWe^Y$;3&G&*!$Y(AA
W`DD!8•(+N3//&f;D/!0
O!]8!+%a<^Vm/,N!]7D
!p]aQ3//&5•dAWW(dA•!
&D&n3>^%@tYDW(mW•|„AvYOp'
TUyTyrUTTPYDWe^Y$;9Y*/9H
*ilFaQ# 5D[)/!
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
Tx
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
+H7rUTT9ADA!]Dkt*
Q9Y*/9!=A;/0"*aQ# !
7'
1.4. Một số đặc điểm kinh tế - kĩ thuật ảnh hưởng tới hoạt động quản trị
quan hệ khách hàng tại Công ty phần mềm và Truyền thông VASC
1.4.1. Đặc điểm sản phẩm - dịch vụ
`D%$=#D%

!]65+#990&m/
Q/5p!+!'`D H!>?
0B!I&#_5
Q/)3#:Q:5`D'
ABd/J*W`DmrUUsp5`D5!]
&**#G?83=%&9D
0&G9%`D'W8;#3/49We^Y
#=03>HDj3!&%YD
/)]A!]DWe^Y#P
ANQP<5`D"*D8m/;Qp*&D
:'
A;;=0,39#3/4`DD/)]
!]DWe^YQ/&D/3#3/4;QG%H&D
/3"5039!8!]N2_
G;#3/40H%5'l0%!#3/4`
D)"#$9G#3aQP
:'
t V`DIPD3c
q!:'
t A`DP/,GDg0
!]NG0%G!][o'
t l:`DPN%
_•ao'
W8;H=*D8#3/4S59D3>
HD3!&%We^YP
t W;/,#>]&/)%G8&D
/3&8H!5#>D0!$G/aB:!
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
Ts

Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
5@;:'J+%"D&D0!&0!
5t#3/4:'J/;YJ(W%YZC/3G#Nq$
%08&G&H]7]
="0335+:;D'
t (?+G/a!$G/H&"!-DgH!
.F#$-&'W8GWe^Y/3"L
+/&D"&GN+D-/3"
%N]/?-I0a?$,*
%9D!-&'
ANPj!8&W`D*?]
j!8!]N!8`!2/*m_
;p'AD0$,5W`D)"
]]"],#3aQ!H"&]
,#3aQ>H&g,!!8"
#_5]%/,GD&'l?*
=0!@/GDnN3*%W`D'
A!!8%!#3/4E8We^YL3
5&?!!8#3aQ"'<;033Q
:!]N)/3"Q]95&
5W`D!8&3uGD*#)
o'‹+)=!YJ(W9We^Y"+!%
YZC"!+/3:%+D"#$/:/=K
]&E;L/5H,&'(!H/;?
+;/&!%3!&/3
80 !1D]&0"0Q:/*6B
%3&G&98%?'
ANPj!8#3aQQ/5`D ]H!8
#_55'

A!$W`D=*%#3aQ+g8
!8+5#3/4 ]H!8#3aQ=!8+5!g
H!8#3aQ'W*!% )7&*% )
!8#3aQ#&%aN#&+g3"*
9!8#3aQ8!8#3aQL&G'J>;+)H
#3/49Dd)]A!]DWe^Y/3"Q:
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
Tz
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
G&D#K3>!$G/H+g'YQ:#3
/4We^Y%!3>!$G/H&:%!8#_
55W`D9&L"3>!$G/HQ
:#3/4D'W8;+)=!%YZC%YD
d)]A!]DWe^YP
t d3"L?+t!$G/G/aH&7
"&37):>).F)9
)]!]  :G+g9&
02"H/;&;67!.F
+g'
t "#$a3!&G%/!$G/2&8
?+YZC/3Ga_*&MM!!:/3>H
E3*D'
A"%H=g]#3/4;We^Y2/55&
+/3*G3&G9#_5G#3aQI
/333Q:DQH/*Q/Q'W%!,
#>]&GG,LQ:5
DQ/'l03G]=!/;j3!&
!-DgH?+YZC)+N&

@nN02"/D/N)&
QL3*&&:/*]?]a?
$#&!D
1.4.2. Thị trường mục tiêu và đặc điểm nhóm khách hàng mục tiêu
A!&5+9We^YL*:
!•B!BW(H"*!"/!0
%!8N5DDD?"&37!3
]=*'<"/?&!D;/!9G"
/H>W(rx…&$A/OYCw{…&$
/O(&$E&GwR…'W"HzR…&
9D/)]!]DWe^Y##%W
#-%DQ/D`DH+
&;/!%!"DIW##
O•OjlV(;J3^/!B(d/Y
YžBZo#_55W•d'
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
rU
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
Biểu đồ 1.1 : Thị trường tiêu thụ sản phẩm của VASC
( Nguồn: Phòng kinh doanh công ty Phần mềm và truyền thông VASC)
 W$@!/H,"!8D
D&2:G2NDd)]
A!]DWe^Y=,H%YZC%D'
A;;H!/H"#:/%D
&!Q]&";/&n'l?
!!Q]7!%L,'YL*8&
"!8D+-.]Q:L#$-
])9D'<"/;YZC9//3G#N

?H80)L.F&Q'
(?+%!$/30#3/4t59
D0!1]#3/4D'A2""0G;/
?G]=H&9D'
1.4.3. Nhân sự trong hoạt động quản trị quan hệ bán hàng
WHWe^YG#%D:=+)H/,?]
We^YiY#%53k'We^Y$H
"L)RRU?+I+3!
]+D/5D%%L&#@!\
78#%F:_]$DD
DH!H+L7#"&;8
=&'
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
rT
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
Bảng 1.2: Cơ cấu lao động của công ty Phần mềm và truyền thông VASC
^
AA
A+*
(7rUUs (7rUUz (7rUTU (7rUTT (7rUTr
^
:
AE
…
^
:
AE
m…p

^
:
AE
m…p
^
:
AE
m…p
^
:
AE
m…p
T
AB*Q

tVl!$G/
tVlG/
rrU
TzU
wU
TUU
sƒwƒ
Twƒ{
rsƒ
r{U
{ƒ
TUU
srzr
TƒUs
wrR

rxT
R{
TUU
swws
Tƒƒr
wRU
rzU
ƒU
TUU
srsƒ
TxT{
RRU
{ƒU
zU
TUU
swƒw
Tƒwx
r
A!8
tl%@  !+
l%@
tY€A!
Q/
t
TRU
RU
rU
ƒsTs
rrxw
zUz

TsU
sr
r{
ƒrz{
rsƒx
swz
rT{
zU
rT
ƒRsR
rxƒz
ƒ{ƒ
rTz
TUƒ
rR
ƒrRx
wUrz
xT{
wzs
TrU
wr
xrwƒ
rTsr
Rsr
w
AB    n  

tA2TstwUn
tA2wUt{Un
tA2{UtRUn

tA!+RUn
rrU
T{x
{R
rr
ƒ
ƒƒsr
rU{R
TU
rxw
rsƒ
Txƒ
xR
wU
R
ƒTR{
rƒrr
TU{z
TxR
wrR
rTU
xR
wR
R
ƒ{ƒT
rwUs
TUxx
TR{
wRU
rwT

xx
wx
R
ƒƒ
rr
TU'Rs
T'{r
RRU
wxs
TrU
{R
x
ƒs'xw
rT'sr
s'Ts
T'rx
(Nguồn; Phòng Tổ chức hành chính của Công ty Phần mềm và truyền thông VASC)
WH#!+QI?$9We^Y&%'A*
H7rUTr"Hxrwƒ…?+%!8l%@!+l%@,
rTsr…"!8Yl€A!Q/#-%%!8
&"NE]ol=#9F:@
n|!mO8p]F:%%!G
>eŸolL?+We^Y>n!8HwU"H
ƒsxw… ?+We^Y"n2TstwUH/+
/&G:/H#N!\#%+&#K;:#$?!Q
8+/#K!Q-HQ:5L
+&#G&G9We^Y'
W;;G"!-G#NH!%9
D=H%j3!&'WHD
SV: Trần Thị Thư

Lớp: QTKD Tổng hợp 51C
rr
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
?+YZC%DWe^Y:/?D!d-
'
Biểu đồ 1.2 : Cơ cấu lao động theo phòng ban
(Nguồn: Phòng Tổ chức Hành chính công ty Phần mềm và Truyền thông VASC)
WH,QnN;?+%!$YZC
9Dd)]A!]DWe^Y!d-&
Gww…#?+DN"TsU'hM]0P
t O@!\n7G#%"&3
7!D!/$'
t l:%)9]7$+D'
W8G%]&;:D%$83!]
N&]N/55+GQQ'WH:
L?+!\#K/*!Q]!%YZC%We^Y@G/
;&+D]&`N5D5
v•B!BoD98)5'l0&G&*%
$L?+We^YF"*#,
>!Q/g:/'A+]=:0P
t V$:?#$:Y^O>DWe^Y*
YJ<'J3?@?+Y^OaB
!8=/%,+@3/)DYZC9
/'W8;&""0!&.#$IM!#$
!a_c8/#'
t A%We^Y"/;!+\!
!DYZC'C=g/;&FG  D
D#_5/)]3*&%9?
+ &GH-!+\!!%'

SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
rw
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
W8;!HD)0+G/5%
L?+YZC3;//;YZC+/
? !$@/;Y^O/;DYZC!+
)G'
1.4.4. Hoạt động bán hàng
WH=!#3/49D9G/55&nN
?!>%*!8#$I%9D
'YD5•B!B%Bo!>D5q!: $
?'YD/-&3
H#$#9I3!'
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
r{
Chuyên đề thực tập
GVHD: Th.S Nguyễn Thu Thủy
Sơ đồ 1.2 : Quy trình hoạt động bán hàng tại công ty phần mềm VASC
( Nguồn: Phòng Kinh doanh công ty VASC)
SV: Trần Thị Thư
Lớp: QTKD Tổng hợp 51C
rR
Cán bộ kinh
doanh
V+#
&
V$@&

5+
h?$d
#3/4
*:/I*
:/I
AQ&
#3/4/g:/
Y7#"#
3/ 
 '
‚=/!$
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