NI DUNG N THI TT NGHIP

Mn hc: Gio vin: Thng mi in t Vn Long - dovanlong@gmail.com

Phn I: Gii thiu Thng Mi in t Cu 1: trnh by kin thc tng quan v TMT. M t mt h thng tmdt hin nay ang hot ng: * Khi nim: Thng mi in t l hnh thc mua bn hng ha v dch v thng qua mng my tnh ton
cu. v d: Thng mi dch v (dch v cung cp thng tin, dch v php l, ti chnh,). => Thng mi in t ang tr thnh mt cuc cch mng lm thay i cch thc mua sm ca con ngi.

* c im ca tmt:
1. Cc bn tin hnh giao dch trong thng mi in t khng tip xc trc tip vi nhau v khng i hi phi bit nhau t trc. Cho php mi ngi cng tham gia cc v tr a l khc nhau, t trung tm Thnh ph n vng su vng xa -> c hi ngang nhau tham gia vo th trng giao dch ton cu. 2. Thng mi in t c thc hin trong mt th trng khng c bin gii (th trng thng nht ton cu) trc tip tc ng ti mi trng cnh tranh ton cu. 3. Trong hot ng giao dch thng mi in t cn c s tham ra ca t nht ba ch th: bn mua, bn bn v bn th 3 (l bn khng th thiu, bao gm ngi cung cp dch v mng, cc c quan chng thc) Nh cung cp dch v mng v c quan chng thc c nhim v chuyn i, lu gi cc thng tin gia cc bn tham gia giao dch thng mi in t, ng thi cng xc nhn tin cy ca cc thng tin trong giao dch thng mi in t. 4. Mng li thng tin chnh l th trng trong Thng mi in t -> Hnh thnh nhiu loi hnh kinh doanh mi.

* i tng tham gia: Trong TMT c ba ch th tham gia:

1. Doanh nghip (Business) gi vai tr ng lc pht trin TMT 2. Ngi tiu dng (Consumer) gi vai tr quyt nh s thnh cng ca TMT 3. Chnh ph (Government) gi vai tr nh hng, iu tit v qun l.

* Yu cu c bn pht trin tmdt: pht trin TMT cn phi chun b y mt s c s

sau: 1. H tng k thut internet phi nhanh, mnh m bo truyn ti cc ni dung thng tin bao gm m thanh, hnh nh trung thc v sng ng. Chi ph kt ni internet phi r m bo s ngi dng internet phi ln. 2. H tng php l: phi c lut v TMT cng nhn tnh php l ca cc chng t in t, cc hp ng in t k qua mng; phi c lut bo v quyn s hu tr tu, bo v s ring t, bo v ngitiu dng v.v iu chnh cc giao dch qua mng

3. Phi c c s thanh ton in t an ton bo mt. Thanh ton in t qua th, qua tin in t, thanh ton qua EDI. Cc ngn hng phi trin khai h thng thanh ton in t rng khp. 4. Phi c h thng c s chuyn pht hng nhanh chng, kp thi v tin cy 5. Phi c h thng an ton bo mt cho cc giao dch, chng xm nhp tri php, chng virus, chng thoi thc 6. Phi c nhn lc am hiu kinh doanh, cng ngh thng tin, thng mi in t trin khai tip th, qung co, xc tin, bn hng v thanh ton qua mng.

* Li ch tmdt:
1. Thu thp c nhiu thng tin 2. Gim chi ph sn xut 3. Gim chi ph bn hng, tip th v giao dch 4. Xy dng quan h vi i tc 5. To iu kin sm tip cn kinh t tr thc

* M t c th mt h thng tmdt:
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Doanh nghip ang hot ng (c website): 5s.com.vn Quy trnh x l mua bn v trao i trn website : chuyn cho php gii thiu v mua bn cho tt c mi ngi( l sn chi mua sm).

quy trnh ngi dng phi to cho mnh mt ti khon post sn phm ln v ngi mua cng phi to cho mnh mt ti khon, khi chn sn phm mua khch hng kch chn sn phm th sn phm s hin thi chi tit cho khch hng. Cu 2: Gii thiu v TMDT v cho bit nhng yu cu c bn khi pht trin mt h thng TMDT. Cho v d c th v nhng yu cu ca mt doanh nghip tmdt: * Khi nim: Thng mi in t l hnh thc mua bn hng ha v dch v thng qua mng my tnh ton
cu. v d: Thng mi dch v (dch v cung cp thng tin, dch v php l, ti chnh,). => Thng mi in t ang tr thnh mt cuc cch mng lm thay i cch thc mua sm ca con ngi.

* c im ca tmt:
1. Cc bn tin hnh giao dch trong thng mi in t khng tip xc trc tip vi nhau v khng i hi phi bit nhau t trc. Cho php mi ngi cng tham gia cc v tr a l khc nhau, t trung tm Thnh ph n vng su vng xa -> c hi ngang nhau tham gia vo th trng giao dch ton cu. 2. Thng mi in t c thc hin trong mt th trng khng c bin gii (th trng thng nht ton cu) trc tip tc ng ti mi trng cnh tranh ton cu. 3. Trong hot ng giao dch thng mi in t cn c s tham ra ca t nht ba ch th: bn mua, bn bn v bn th 3 (l bn khng th thiu, bao gm ngi cung cp dch v mng, cc c quan chng thc)

Nh cung cp dch v mng v c quan chng thc c nhim v chuyn i, lu gi cc thng tin gia cc bn tham gia giao dch thng mi in t, ng thi cng xc nhn tin cy ca cc thng tin trong giao dch thng mi in t. 4. Mng li thng tin chnh l th trng trong Thng mi in t -> Hnh thnh nhiu loi hnh kinh doanh mi.

* Yu cu c bn:
1. H tng k thut internet phi nhanh, mnh m bo truyn ti cc ni dung thng tin bao gm m thanh, hnh nh trung thc v sng ng. Chi ph kt ni internet phi r m bo s ngi dng internet phi ln. 2. H tng php l: phi c lut v TMT cng nhn tnh php l ca cc chng t in t, cc hp ng in t k qua mng; phi c lut bo v quyn s hu tr tu, bo v s ring t, bo v ngitiu dng v.v iu chnh cc giao dch qua mng 3. Phi c c s thanh ton in t an ton bo mt. Thanh ton in t qua th, qua tin in t, thanh ton qua EDI. Cc ngn hng phi trin khai h thng thanh ton in t rng khp. 4. Phi c h thng c s chuyn pht hng nhanh chng, kp thi v tin cy 5. Phi c h thng an ton bo mt cho cc giao dch, chng xm nhp tri php, chng virus, chng thoi thc 6. Phi c nhn lc am hiu kinh doanh, cng ngh thng tin, thng mi in t trin khai tip th, qung co, xc tin, bn hng v thanh ton qua mng.

V d c th:
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doanh nghip c th : website mai Phuong.com : chuyn mua bn my tnh, linh kin qua mng. m t nhng yu cu:
o h tng internet vi tc 10Mb, website c hn 100 sn phm, s lng truy cp

nhiu trung bnh 1 ngy l 1050 lt ngi truy cp.

o php l: giao dch trc tip ti cng ty. o thanh ton: ti ca hng o h thng bo mt: server c bo mt

o chuyn pht hng nhanh: giao hng tn ni khch yu cu

o ngun lc qun tr am hiu tmdt: c nhn vin chuyn cp nht d liu

Phn II: ti khon v thanh ton th tn dng Cu 3: trnh by v ti khon v thanh ton bng th tn dng ti cc ca hng. Cho bit 1 v d c th v vic thanh ton bng th.

1 ATM. 1

khi nim v ti khon: c th thanh ton trc tuyn, ngi mua v bn phi ng k mt ti

khon ti ngn hng v phi chp nhn thanh ton thng qua vic x l in t. v d: nh th tn dng Thanh ton l khu quan trng nht trong vic trin khai TMT. C nhiu phng n thanh ton m

doanh nghip phi la chn. Phng n thanh ton ph thuc khng ch vo doanh nghip m cn ph thuc vo kh nng cung cp dch v ca cc ngn hng. 1 Khi tham gia TMT doanh nghip phi bit la chn hnh thc thanh ton v d kin cc phng n thanh ton c th, chng hn nh: Thanh ton bng tin mt; Thanh ton bng th tn dng hay chuyn dng; Thanh ton tin in t; Thanh ton chuyn tin; Thanh ton quc t. 1 Trn c s xc nh cc hnh thc thanh ton, doanh nghip phi thng nht vi Ngn Hng quy trnh thanh ton. Trnh pht trin cng ngh thanh ton ca Ngn Hng nh hng trc tip n quy trnh thanh ton ca doanh nghip. 1 Vn quan trng ca mt h thng thng mi in t l cch ngi mua kch vo phm mua hng v chp nhn thanh ton. Mt trong nhng phng thc thanh ton thng dng nht hin nay trong TMT l dng th tn dng.

- Thanh ton l khu quan trng nht trong tmdt o kh nng cung cp dch v ca ngn hng
o doanh nghip phi thng nht vi ngn hng quy trnh thanh ton: phng thc chp

nhn thanh ton, cc nhn t quyt nh trong qu trnh thanh ton

o chn la hnh thc thanh ton: ti khon tn dng, th, ti khon quc t, o s dng th tn dng thanh ton trong tmdt, m t quy trnh thanh ton th tn dng: Ngi mua Nhp m th thanh ton

In ha n ng Mua k xc nhn

H thng kim tra tnh trng th

Yu cu chuyn tin t Tk ng mua sang Tk ng bn

Tr li thng tin xc thc

gii thch:

chn sn phm cn mua, gi c, s lng nhp s th thanh ton (th tn dng) vo ti khon t mua ch kim tra xc nh ti khon hp l (cn tin, cn hn, hn mc s dng..)

ca hng tr li thng tin m xc thc thanh ton t ti khon ngi mua.

ngi bn hng dng m xc thc yu cu ngn hng chuyn tin cho mnh V d v vic thanh ton trc tuyn thc t:
o

chn sn phm qun ty, o s mi vi gi tng cng l 200 ngn, s lng tng cng khch hng ch kim tra xc nh ti khon xem c hp l hay khng (cn tin, cn sau khi kim tra ca hng tr li thng tin m xc thc thanh ton v in ha n cho sau ngi bn hng dng m xc thc ny yu cu ngn hng chuyn tin cho

l 4 ci, khch hng nhp s th thanh ton (th tn dng) vo ti khon t mua
o

hn, hn mc s dng hay khng)

o

khch hng k bin nhn thanh ton tin qua ti khon.

o

mnh t ti khon ngi mua. Cu 4: trnh by cu trc logic c bn ca 1 website tmdt x l trn h thng my ch. M t v d thc t v quy trnh x l trn 1 h thng website tmdt thc hin.
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Gii thiu v my ch v phn mm h tng:

+ My ch l my tnh chu trch nhim iu khin quy trnh t hng, thng k, qun l khch hng, qun l ti khon k ton. + My ch Web lu tr ton b website, thc hin x l h thng v xut kt qu ra mn hnh thng qua trnh duyt Web bng giao thc http hoc https.
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V s cu trc logic c bn ca 1 website tmdt x l trn h thng my ch

Website khch hng Yu cu Kim sot truy cp http Chp nhn Hin th cc trang catalog in t D liu khch hng

n hng giao

D liu sn phm

Giao hng

Thc hin

t hang

D liu ha n thanh ton

gii trnh s c th:

o gii thch theo kin thc tin hc: m hnh 3 lp (client-server) (chiu dc):

ngi dng (client) : giao din tng tc vi h thng tmdt, cc thng tin website my ch x l (application server): thnh phn x l bao gm: chc nng ng nhp/ng k, hin th danh mc sn phm, x l n t hng (user no mua sn phm no, gi c) my ch d liu (database server): cc bng lu tr bao gm: d liu thng tin khch hng, d liu sn phm cho bn, d liu cc n hng
o gii thch theo kin thc kinh t: (chiu ngang): m hnh website kinh doanh thng

mi in t x l cc thng tin ca khch hng: ngi dng phi ng k hoc ng nhp vo h thng tmdt thng qua vic kim tra ngn hng d liu khch hng, nu hon tt s c chuyn sang trang chn mua cc sn phm

x l cc thng tin sn phm hin th: h thng s t ng hin th cc thng tin chi tit sn phm bao gm: cc loi sn phm, hnh nh, thng tin, gi c t c s d liu lu tr sn phm c nhp vo t trc. khi khch hng xc nh chn mua sn phm, ton b thng tin s c chuyn n phn x l n hng.

x l n hng: Cc n mua hng s c lu tr vo c s d liu n hng v yu cu khch hng xc nhn chnh thc mua hng trc khi chuyn n phn thanh ton v thng tin vn chuyn hng ha trn giao din ngi mua. V d thc t phn website tmdt thc hin:
o Gii thiu v website tmdt thc hin c th: bn bnh Pizza

o Quy trnh thc hin:

Khch hng truy cp website xem cc sn phm pizza ang c cho bn Khi khch hng chn la mua 1 hoc nhiu bnh pizza, h thng s chuyn n phn ng k/ng nhp nu l khch c v ng k l khch hng mi. Khch hng phi nhp ton b thng tin c nhn ca khch hng, phng thc thanh ton v ti khon th cn thanh ton (nu chn la phng php thanh ton qua th) v cc m khuyn mi (nu c)

H thng hin th ha n tng gi tr mua hng v yu cu khch hng xc nhn thng tin t hng thng qua vic gi email thng bo.

Khch hng kim tra mail v xc nhn vic mua hng ng thi xc nhn vic thanh ton cho ngi bn. Ton b thng tin x l thanh ton c ngn hng t ng thc hin tip theo v chuyn tin t khon ngi mua sang ngi bn Ngi bn sau khi nhn c tin s tin hnh vn chuyn sn phm n a ch ngi mua yu cu theo thng nht trong n hng ca 2 bn. Phn III: bo tr v qun tr h thng tmdt Cu 5: trnh by cch qun tr h thng tmdt d trn mc tiu kinh doanh v chc nng Gii thiu: Da trn cc mc tiu kinh doanh ca Website, t xc nh cc chc nng cn thit ca h
thng v xc nh cc yu cu thng tin cn c. => Cn c vo cc tiu ch ny qun tr v duy tr website hot ng sao cho hiuqu nht - V c bn c 9 mc tiu kinh doanh tmdt ch o, ng vi tng mc tiu kinh doanh s c cc yu cu pht trin chc nng trn h thng thng mi in t tng ng vi nhng yu cu thng tin cung cp u vo c th. Bao gm: o Vi mc tiu kinh doanh l Hin th hng ha trn web, doanh nghip cn pht trin

mnh chc nng catalog in t, cc yu cu thng tin cung cp u vo l nhng vn bn ng v cc thng tin sn phm dng hnh nh o Vi mc tiu cung cp thng tin sn phm, th doanh nghip cn pht trin chc nng csdl sn phm, do cn c thng tin u vo l cc thuc tnh chi tit ca tng loi sn phm cho bn
o Mc tiu m t sn phm, m sn phm, cc mc qun l kho cn pht trin cc sn

phm may o theo yu cu ca khch, cc yu cu thng tin l theo di khch hng trn website.
o Mc tiu thc hin mt giao dch vi cc chc nng ca h thng l c h thng gi

mua hng v thanh ton, cng yu cu thng tin bo mt cc thanh ton qua th tn dng v cung cp cho khch hng nhiu s la chn.
o Tch ly thng tin khch hng, chc nng l xy dng CSDL khch hng, ng k

khch hng trc tuyn, yu cu thng tin m khch hng, tn, a ch, in thoi, Email.
o Cung cp dch v sau bn hng, chc nng CSDL bn hng vi yu cu thng tin m

khch hng, tn, ngy t, thanh ton, ngy giao hng, qu trnh cung cp dch v sau bn hng

o iu phi cc chng trnh qun l v tip th, chc nng ad-server, Email-server,

qun l chin dch email, qun l ad-banner, yu cu thng tin l xc nh cc khch hng tim nng thc hin qung b v gi th in t
o nh gi hiu qu tip th, vi chc nng c h thng bo co v theo di nht k

website cng cc yu cu thng tin nh s lng khch, s n hng, s trang web khch n xem, s sn phm mua trong t qung co
o Cung ng vt t v lin kt vi nh cung cp, chc nng l h thng qun l kho, yu

cu thng tin h thng cc cp kho sn phm, a ch v danh sch cc nh cung cp, s liu Cu 6: trnh by cch qun tr h thng TMDT v phn cng v h tng
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Gii thiu: c th qun tr h thng tmdt hiu qu v mt phn cng v h tng, b phn qun tr phi quan tm n nhng yu c bn t sau: o S dng h thng RAID, cc h thng d phng o Back up d liu v thng xuyn lu tr nh k data o Xy dng c ch bo mt, s dng giao thc SSL o Gim st v theo di nh k v lu vt truy cp o Tng kt v kim k sn phm cui bui giao dch

ng vi tng chc nng c th s tin hnh bo tr v qun tr c th trn tng h thng my ch vi m hnh 3 lp nh sau: (v s m hnh 3 lp m hnh h thng my ch thng mi in t thng dng).
Client workstation Web server application server database server

Data base

Vi Web server: gim st lu lng, lu vt log file,

o Database server: t chc lu tr hiu qu, back up d liu o Application server: gii phng b nh tm tng tc x l nhanh, chc nng bo

mt thng tin, m ha thng tin

o My ch gim st: phn tch nhng gi d liu v bo co kp thi nhng truy cp bt

hp php
o Firewall: lc v ngn chn nhng truy cp tri php

Cu 7: trnh by h thng CMS, cc chc nng c bn v yu cu i vi 1 h thng CMS

Gii thiu cms: S bng n ca k nguyn Internet dn ti mt nhu cu mi rt ln, l nhu cu tm kim, khai thc v trao i thng tin trn mng Internet. Cc website xut hin lin tc v ngy cng nhiu.
Nhu cu mi: qun l v khai thc v trao i thng tin trn mng Internet. Nhng gii php qun tr ni dung Internet c pht trin v ngy cng c chun ha, gip cho cc t chc, doanh nghip.... thun tin hn trong vic xut bn cng nh khai thc thng tin.

nh ngha CMS: l mt h thng qun l cc thnh phn lm nn ni dung ca mt Website. Tuy nhin
ni dung l mt khi nim rt rng. Do vy, khi nhc n CMS, ngi ta phi nhc n cc n cc yu t cu thnh ni dung nm trong phm vi m h CMS cp ti cng nh cc c im trong cc chu trnh qun l ni dung . C th, CMS l h thng qun l vic khi to ni dung, qu trnh x l ni dung cho n khi n c xut bn, phn phi tingi dng cui. CMS = Khi to ni dung -> Qun l qu trnh x l ni dung ->Phn phi ni dung ti ngi dng cui.

Cc chc nng c bn:

Cung cp cng c phc v qu trnh son tho, bin tp, chnh l ni dung C h thng qun l lu tr ni dung chung Qun l phin bn ti liu, gim st s thay i, bin tp Cung cp h thng qun l quy trnh x l ni dung thng tin C kh nng kt xut thng tin u ra t ng t h thng qun l lu tr ni dung dng chung. Cung cp kh nng c nhn ha thng tin cho ngi dng Cung cp cho ngi dng nhng cng c tm kim tra cu theo thuc tnh, tm kim ton vn gip

nhanh chng tm kim v nh v c ni dung thng tin.

Cc yu cu i vi 1 h thng CMS o Yu cu trong qu trnh khi to ni dung

c lp ni dung v cc lp giao din th hin Cho php nhiu ngi s dng, lm vic trn mt ti liu i vi mi ni dung, ch c mt ngun duy nht Cung cp kh nng qun l cc thuc tnh khc lin quan n ni dung thng tin (Tc gi, tiu , t kha...) Ngi s dng khng cn c k nng c bit v lp trnh v cng ngh c th s dng cc cng c bin tp v x l ni dung Tnh d s dng

o Yu cu Trong qu trnh qun l ni dung

Qun l phin bn ti liu, Qun l lu tr Qun l quy trnh bin tp v ph duyt ni dung thng tin m bo tnh bo mt

 C kh nng tch hp vi cc h thng thng tin khc bn ngoi Cung cp cc d liu bo co tnh hnh hot ng a dng

o Yu cu v xut bn thng tin

ng nht v kh nng trnh by vi nhng loi d liu ging nhau Cung cp cc mu, nh dng (template) gip xut bn ni dung mt cch nhanh chng v thun li C kh nng xut bn ra nhiu nh dng khc nhau nh Web, In n, thit b cm tay... C kh nng c nhn ha thng tin

o Yu cu v mt cng ngh
H thng phi tin dng v thn thin vi ngi dng Cng ngh gip h thng c kh nng tng thch v d dng tch hp, m rng. H thng phi tun theo cc chun d liu xut bn thng tin trc tuyn.

Phn 4: Cc chng trnh h tr trong tmdt Cu 8: trnh by kin thc tng quan h thng tm kim v p dng c th trong tmdt
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Tng qut: Ngy nay s m t y thng tin ca ngi dng mt lnh vc khng th nhp trc tip vo cc cng c tm kim web hoc cc h thng tm kim thng tin, thay vo ngi s dng phi dch nhu cu thng tin ca mnh sang mt cu truy vn c th c x l bng phung tin tm kim hay h thng tm kim thng tin. iu ny to ra mt t kha tm tt m t nhu cu thng tin ngi dng hay cn gi l cu truy vn. da trn cu trc ca ngi s dng, mc ch chnh ca h thng tm kim l tm kim cc thng tin hu ch hay lin quan cho ngi dng .

nh ngha c bn: l mt h thng cho php ngi s dng tm kim ti liu tha mn nhu cu thng tin t mt kho d liu ln.

tm kim thng tin, h thng tm kim phi thc hin cc cng vic sau: h thng tm kim x l ti liu th thnh nhng ti liu c tch t, phn on sau lp ch mc da trn v tr ca t, khi ngi dng a vo cu truy vn, h thng tm kim cng s x l cc cu truy vn thnh ngn ng ch mc m t cc yu t thng tin cn tm hiu v thc hin i chiu vi ch mc ti liu tm ra cc ti liu lin quan, cui cng cc ti liu lin quan cng c tr v cho ngi dng theo mt danh sch c sp xp theo u tin chnh xc gim dn.
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Cc tiu chun nh gi c 3 tiu chun d dng nh gi h thng tm kim thng tin

o Tnh hiu qu( hay cn gi l s chnh xc): s chnh xc, tnh y ca kt qu tr

v so vi mc ch tm kim v nu p dng vi ti liu khc th vn m bo tm kim chnh xc. o Tiu chun v hin nng: tc tm kim thut ton, kh nng lu tr, thi gian tr v cho ngi s dng, thi gian lp ch mc, kch thc ch mc.

o Tiu chun v kh nng s dng h thng: kh nng cho php nghin cu v hc hi

tin li khi dng h thng tm kim, ngi khng bit tin hc hay cc chuyn gia trong nghanhg u c th s dng h thng mt cch d dng
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Cch thc hot ng (v s )

Ngi s dng
Tin trnh x l cu truy vn

Tin trnh sp th t So khp

Ch mc

Kho d liu

Tin trnh x l vn bn

Trnh t lp ch mc

o Giai on 1: gi l giai on tin x l, x l ti liu th v lp ch mc thnh mt

danh sch v tr ca t.
o Giai on 2: phn tch cu truy vn ca ngi s dng v i chiu ti liu tng ng

trn my ch tm kim o Giai on 3: hin th kt qu tm kim theo th t tt nht Cu 9: trnh by v tip th trc tuyn v cc yu t c bn khi trin khai tip th trc tuyn?
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Gii thiu: S lng ngi dng internet tng v nhu cu tm kim thng tin sn phm, gi c trn internet tr thnh thi quen ca khch hng do vy cn pht trin vic tip th trc tuyn mt cch hiu qu cho cc doanh nghip, c bit l vi cc doanh nghip trin khai tmdt.

Cc yu t c bn cn quan tm thc hin v trin khai trong tip th trc tuyn bao gm:
o Tn min tt: Gi nh cho khch hng gip vic thng xuyn truy cp vo website

c d dng hn khi khch hng c nhu cu tm kim sn phm tng ng vi mc tiu kinh doanh th hin trn tn min, mt tn min n gin v m t chi tit bao nhiu cng tt by nhiu. Nhng tn min khng mang tnh miu t s i hi nhiu n lc pht trin thng hiu hn.

o Website chuyn nghip: trang web chnh l mt trong nhng mt ct th hin r

nht mc chuyn nghip ca cng ty. Vic mi ngi truy cp vo trang web s gi li nhng n tng kh phai hay n gin l h nhanh chng thot ra u bt ngun t tnh chuyn nghip ca trang web. C nhiu phng php xy dng 1 trang web, thit k nhiu trang ch ln cho php cung cp cc khun mu chung cho trang web ca cng ty, hoc nh cc cng ty thit k web chuyn nghip h tr trong vic xy dng trang web theo ng yu cu. Ngoi ra trn th trng c nhng b phn mm trn gi c th la chn xy dng trang web cho mnh.
o Tc truy cp nhanh: cha kha thnh cng cho mt trang web l m bo cho ngi

xem d dng tm thy nhng g m h mun, cc thanh menu web phi c t ti nhng v tr r rng d thy cng vi chc nng tm kim tin li.ngoi ra c th tham kha cc trang web ni ting trn th gii , cng nh trang web ca i th cnh tranh c th hnh dung mt cch chnh xc nht nhng g cn thit cho trang web ca mnh
o Danh sch a ch email khch hng: tit kim v hiu qu trong bn hng trc

tuyn l tip th bng th in t, phng php ny truyn ti mt cch nhanh chng mi thng tin v sn phm ti khch hng hin ti v tim nng. V vy vic th thp a ch email t cc khch hng gh thm l rt c li. vi phng php c im l a cho khch hng mt iu g nh gi( phiu gim gi hay bn tin nh k) c c a ch email ca khch hng. c nhiu phng php thu thp a ch email ca khch hng nhng phi m bo tnh bo mt ring t trn web ca mnh. Bn cnh phi thng xuyn cp nht cc quy nh php lut mi nht lin quan n hot ng tip th bng th in t.
o Gi mail nh k qung b sn phm : cc bn tin qua email l rt hiu qu i vi

khch hng hin ti, khch hng tim nng hay bt c ai tng mt ln gh thm trang web cng ty. khng gi th in t mt cch ty tin cho khch hng, bn tin ngn gn v r rng, thit k hp l d nhn, cung cp cc ng dn khc nhau a ti trang web cng ty ,xy dng trang web mang v chuyn nghip, trnh trnh by ri rm, ty tin. ngi xem d dng lin lc vi cng ty. Thng xuyn kim tra v nh gi tnh hiu qu ca cc bn tin c gi i.
o Mua cc banner qung co (trn cc website ni ting): mt cng ty c th khuych

chng hnh nh v gia tng mc ph bin cho trang web bng vic mua cc banner qung co. Qung co phi thc s thu ht c c v mt hnh nh cng nh cc ng link dn ti nhng cho hng c bit hay trang ch ca website . t

qung co trn nhng trang web c lin quan n hot ng ca cng ty. Thng xuyn gim st kim tra tnh hiu qu ca cc qung co , nh gi s ln khch gh thm trang web t vic qung co bng banner cng kt qu doanh thu thc t cng nh t l hon vn u t.
o Ti u ha trang web trong cc cng c tm kim thng dng, s dng cc module

SEO (Search Engince Optimization): hin nay, c ti hng trm triu lt tm kim mi ngy c thc hin trn Internet v tp trung ch yu trn Google v yahoo hay cc cng c tm kim khc. Cc cng c dn ti hng t trang web khc nhau. V vy vic ti u ha trang web t c v tr cao trn cc cng c tm kim l mt phng php Marketing rt hiu qu.
o Mua cc t kha t cc trang tm kim ni ting: o Pht trin h thng gi hng chuyn nghip, tin li: cng ty bn hng ti chnh trang

web ca cng ty th cn phi c h thng gi hng v quy trnh thanh ton qua th tn dng nhng iu quan trng l m bo quy trnh mua sm phi nhanh chng v n gin.
o Xy dng i ng bn v chm sc khch hng chuyn nghip: mt khch hng cm

thy tha mn vi dch v chc chn h s quay tr li v th cn cung cp cho khch hng mt dch v cng nhng tr gip thch hp nht. cn to nim tin cho khch hng bng l ngh gim gi, mt s sn phm gim gi hay mt s li ch no . Cu 10: trnh by v h thng CRM v m hnh qun l quy trnh bn hng
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Gii thiu CRM:cng ngy cc doanh nghip cng thc mt cch su sc rng thnh cng, h phi xc nh c i tng khch hng ca mnh l ai v h l g. Ni cch khc phi xc nh mc tiu khch hng l g trc khi xy dng chin lc Marketing v pht trin sn phm dch v.

* CRM: l ngh thut xy dng cng c v pht trin quan h khch hng. y l mt thut ng tr ln ph bin. n cho thy mt xu th quan trng trong marketing t ch trng tng doanh s bn hng sang ch trng qun tr quan h vi khch hng
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Cc m hnh chc nng chung ca h thng CRM (gii thiu v v mi lin quan gia cc m hnh chc nng)
Khch hng

qun l quy trnh bn hng qun l vic tip th vi khch hng qun l cc dch v ca khch hang
Phn phi

sale
Sn phm

Chi tit v m hnh chc nng qun l quy trnh bn hng (v s )

o Ngun thng tin ban u: l nhng thng tin

lu tr chi tit v qu trnh trao i v tip xc vi khch hng v cc nhu cu, mong mun thc t c v gi c ln v chc nng sn phm v cc kh nng s dng thng tin u vo cho vic nghin cu th trng
o nh gi: phn tch c th nhng thng tin u vo lu tr a ra nhng

tng v phng n kinh doanh s b v nhng gi sn phm ph hp

o Chuyn thnh c hi kinh doanh: t vic nh gi vi cc tng v phng n

kinh doanh c lit k, tin hnh chn la phng n kinh doanh v sn phm c nhu cu v tnh kh thi cao nht chun b a vo k hoch sn xut hoc trin khai gi sn phm ph hp.
o To bng cho gi: da trn nhng nhu cu ca khch hng v gi sn phm thit k

ph hp, trin khai cc bng cho gi tng ng n i tng ngi mua

o Qun l cc n t hng: tp hp cc n t hng thu thp c t khch hng v

nhp liu vo h thng chi tit cc thng tin vo h thng CRM

o To ha n: lu tr trong h thng ton b qu trnh giao dch ca khch hng v

sn phm c th, t nm bt c doanh thu v th hiu ca th trng lm d liu phc v cho giai on tip theo ca quy trnh chm sc khch hng v tip th sn phm mi cho khch hng. Cu 11: trnh by v h thng CRM v m hnh dch v khch hng v v d c th
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Gii thiu CRM: cng ngy cc doanh nghip cng thc mt cch su sc rng thnh cng, h phi xc nh c i tng khch hng ca mnh l ai v h l g. Ni cch khc phi xc nh mc tiu khch hng l g trc khi xy dng chin lc Marketing v pht trin sn phm dch v.

* CRM: L ngh thut xy dng cng c v pht trin quan h khch hng. y l mt thut ng tr ln ph bin. n cho thy mt xu th quan trng trong marketing t ch trng tng doanh s bn hng sang ch trng qun tr quan h vi khch hng.
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Cc m hnh chc nng chung ca h thng CRM (gii thiu v v mi lin quan gia cc m hnh chc nng)
Khch hng

* qun l quy trnh bn hng * qun l vic tip th vi khch hng

Phn phi

sale
Sn phm

* qun l cc dch v ca khch hang

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Chi tit v m hnh chc nng dch v khch hng (v s )

o Giao hng: sau khi lu tr ton b qu

trnh nng thi

mua giao gian,

bn v thng tin ca khch hng, chc hng ca h thng CRM s lu tr ton chi tit ca qu trnh giao hng bao gm: sang chc nng gim st qu trnh s dng ca khch hng

b thng tin

a im, thng tin lin h, cc thng tin bo tr lin quantrc khi chuyn thng tin
o Gim st: theo di thng tin s dng sn phm ca khch hng, thng xuyn nhp

vo h thng cc gp ca khch hng cng nh cc li pht sinh ca sn phm trong qu trnh s dng nhm lu tr cc trao i gia cng ty vi khch hng h tr cho b phn chm sc khch hng v sau
o Lp k hoch: t vic gim st v theo di qu trnh s dng sn phm ca khch

hng, ln k hoch cho vic bo tr, sa cha v nng cp sn phm cho tng trng hp tng ng theo nh k
o Lp lch trnh: ln lch trnh lm vic c th cho tng a ch khch hng vi cc k hoch lp, t phc v tt nht cho vic bo tr sn phm v chm sc khch hng hiu qu hn, to nim tin cho khch hng khi s dng dch v v sn phm ca cng ty.

V d c th: Cng ty c chin lc kinh doanh bn xe my cho khch hng: khch hng mua xe my ti cng ty s c ch bo hnh sn phm. cng ty s ghi nhn khch hang mua xe v ln k hoch bo tr cho khch hng. Cu 12: trnh by v h thng CRM v m hnh qun l tip th vi khch hng
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Gii thiu CRM: cng ngy cc doanh nghip cng thc mt cch su sc rng thnh cng, h phi xc nh c i tng khch hng ca mnh l ai v h l g. Ni cch khc phi xc nh mc tiu khch hng l g trc khi xy dng chin lc Marketing v pht trin sn phm dch v.

* CRM: L ngh thut xy dng cng c v pht trin quan h khch hng. y l mt thut ng tr ln ph bin. n cho thy mt xu th quan trng trong marketing t ch trng tng doanh s bn hng sang ch trng qun tr quan h vi khch hng.
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Cc m hnh chc nng chung ca h thng CRM (gii thiu v v mi lin quan gia cc m hnh chc nng)
Khch hng

* qun l quy trnh bn hng * qun l vic tip th vi khch hng * qun l cc dch v ca khch hang
Phn phi

sale
Sn phm

Chi tit v m hnh chc nng qun l dch v tip th khch hng (v s ):
o Lp k hoch v ngn sch: cn c vo tnh

hnh kinh doanh v tip th ca nm trc c lu tr trn h thng CRM v chin lc kinh doanh trong nm ca doanh nghip s c nhng k hoch v ngn sch tng ng pht trin m rng cc loi sn phm v cc i tng ngi dung tng ng. cc k hoch ny s da trn nhng thng tin thu thp c qua vic vic tng hp cc bo co ca h thng CRM
o Lp danh sch thng tin: qua vic thu thp v tng hp danh sch thng tin trn h

thng CRM v cc i tng khch hng, cc mt hng cho bn, cc a im kinh doanh c v d nh m rng nh qun tr s ly lm cn c lp cc chin lc tip th tng ng cho tng loi sn phm vi tng i tng v a bn khch hng.
o Lp chin lc tip th: cc chin lc tip th c quyt nh bi b phn qun tr

kinh doanh ca cng ty v c lp trnh lch trnh trong h thng CRM cc nhn vin tip th thc thi theo k hoch ra
o Thc thi chin lc tip th: cc nhn vin s thc thi cc chin lc tip th theo

ng k hoch v nhp d liu phn hi vo h thng CRM h tr vic thng k v phn tch kh nng thnh cng ca chin lc tip th.
o Ghi nhn v bo co kt qu: cc ghi nhn v bo co kt qu sau tip th chuyn

ton b danh sch khch hng tim nng v nhu cu t hng cho b phn sale lm vic v bn hng. V d c th: Phn 5: M hnh tin trnh x l giao dch Cu 13: Trnh by v th thanh ton v cho v d c th v cc loi th theo tnh cht thanh ton ca mt ngn hng hin hu trong nc
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Khi nim th thanh ton: + l mt phng tin thanh ton tin mua hng ha, dh v hoc c th c dng rt tin mt ti cc ngn hng i l hoc cc my rt tin t ng.

+ th thanh ton l mt loi th giao dch ti chnh c pht hnh bi ngn hng, cc t chc ti chnh hay cc cng ty.

+ th thanh ton l mt phng tin thanh ton khng dng tin mt m ch th c th s dng rt tin mt hoc thanh ton tin mua hng ha, dch v ti cc im chp nhn thanh ton bng th. + th thanh ton l phng thc ghi s nhng s tin cn thanh ton thng qua my c th phi hp vi h thng my tnh kt ni gia ngn hng , t chc thanh ton vi cc im thanh ton. N cho thanh ton nhanh chng, thun li v an ton i vi cc thnh phn tham gia thanh ton. Tm li cc cch din gii trn u phn nh ln y l mt phng thc thanh ton m ngi s hu th c th dng thanh ton tin mua hng, ha n dch v hay rt tin mt t ng thng qua ny c th hay cc my rt tin t ng. Phn loi o theo cng ngh sn xut

Th khc ch ni: da trn cng ngh khc ch ni , tm th u tin c sn xut theo cng ngh ny . hin nay ngi ta khng cn s dng loi th ny na v k thut qu th s d b gi mo. Th bng t: da trn k thut th tn vi 2 bng t cha thng tin ng sau mt th. Th ny c s dng ph bin 20 nm qua, nhng bc l mt s nhc im : do thng tin ghi trn th khng t m ha c, th ch mang thng tin c nh, khng gian cha d liu t, khng p dng c k thut m ha, bo mt thng tin. Th thng minh: y l th h mi nht ca th thanh ton, th c cu trc hon ton nh mt my tnh.

o Theo tnh cht thanh ton

Th tn dng: l loi th c s dng ph bin nht, theo ngi ch th c php s dng mt hn mc tn dng khng phi tr li mua sm hng ha, dch v ti nhng c s kinh doanh, khch sn. sn bay chp nhn loi th ny. Gi y l th tn dng c ch th c ng trc mt hn mc tiu dng m khng phi tr tin ngay, ch thanh ton sau mt k hn nht nh. Cng t c im trn m ngi ta gi th tn dng l th ghi n hon hiu hay chm tr Th ghi n: y l loi th c quan h trc tip v gn lin vi ti khon tin gi. loi th ny khi c s dng mua hng ha hay dch v, gi tr nhng giao dch s c khu tr ngay lp tc vo ti khon ca th thng qua nhng thit b in t t ti ca hng, khch sn, ng thi cng chuyn ngn ngay lp tc vo ti khon ca ca hng, khch sn th ghi n cn hay c s dng rt tin mt ti my rt tin t ng.

Th ghi n khng c hn mc tn dng v n ph thuc vo s d hin hu trn ti khon ca ch th. C 2 loi th c bn l th online v th offline

Th rt tin mt: l th rt tin mt ti cc my rt tin t ng hoc ngn hng, vi chc nng chuyn bit ch dng rt tin, yu cu t ra i vi loi th ny l ch th ny l ch th phi k qu tin gi vo ti khon ngn hng hoc ch th c cp tn dng thu chi mi s dng c. th rt tin mt c 2 loi: loi 1: ch rt tin ti nhng my t ng ca ngn hng pht hnh. Loi 2: c s dng rt tin khng ch ngn hng pht hnh m cn c s dng rt tin cc ngn hng cng tham gia t chc thanh ton vi ngn hng pht hnh th

o Theo phm vi lnh th

Th trong nc: l th c gii hn trong phm vi mt quc gia, do vy ng tin giao dch phi l ng bn t ca nc . Th quc t: y l loi th c chp nhn trn ton th gii, s dng cc ngoi t mnh thanh ton

o Theo ch th pht hnh

Do ngn hng pht hnh:l loi th do ngn hng pht hnh gip cho khch hng s dng mt s tin do ngn hng cp tn dng Do t chc phi ngn hng: l loi th du lch v gii tr ca tp on kinh doanh ln hoc cc cng ty xng du ln, ca ca hiu ln

V d th ca ngn hng Chu ACB: th visacard, master card: t cc trc hn mc s dng, cui thng thanh ton mt ln cc khon chi, c th thanh ton v rt tin bt k ngn hng no trong v ngoi nc th visa debit: phi np tin trc tip vo ti khon trc khi mun thanh ton, c th dung mua bn qua mng (mt dng th thanh ton quc t) th ATM: ch c th rt tin ti cc my ATM ACB trong nc (v mt s my ATM lien thng ngn hng), khng dng thanh ton trc tuyn c nhng c th mua hng trc tip mt s ca hng chp nhn th ACB Cu 14: Trnh by quy trnh thanh ton trc tuyn s dng th tn dng
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Gii thiu: theo quan im ca khch hng, thc hin mt cuc mua hng trn mng khng c g n gin hn. Ch cn in cc thng tin c nhn( h tn, a ch) v cc thng tin giao dch( s th tn dng, ngy ht hn ca th) vo mt biu mu c sn( n t hng) l ngi dng c th dng gi mua hng in t bt u chn cc mt hng cn mua. Tuy nhin, thc t khng phi vy c rt nhiu vn cn phaie xem xt khi tin hnh mt giao dch qua

mng s dng th tn dng. l mt tin trnh gm nhiu giai on lin quan cht ch vi nhau v nhiu ch th tham gia. Cc bn trong mt giao dch o Ngi mua o Cng ty bn hng o Ngn hng ngi mua o Ngn hng ngi bn o Trung tm/ngn hng x l giao dch gia 2 bn H thng mng truyn thng trong thanh ton:
o Internet l trung gian gia ngi tiu dng v cng ty bn hng o Mng lin ngn hng l s lin kt ca cc ngn hng, ngn hng pht hnh th v

ngn hng pha ngi bn trong qu trnh thc hin cc thanh ton trc tuyn. Tin trnh s dng th tn dng thanh ton trc tuyn o Xc nhn hp l Kt ni t my ngi mua hng n my ch v chuyn ti cc thng tin ti khon, th tn dng Gi tt c cc thng tin mua bn v ti khon th ca ngi mua hng n ngn hng ca ngi bn hng Thng tin ti khon ca ngi mua hng s c chuyn ti n v x l trung gian kim tra tnh xc thc ca th n v x l trung gian s kt ni vi ngn hng ca ngi mua kim tra tnh hp l, y cng l khu quan trng nht trong vic xc nhp hp l ca ti khon ngi mua Ngn hng ca ngi mua s kim tra tnh hp l ca ti khon c gi ti: bao gm: kim tra ng th ca ngn hng mnh pht hnh v hn mc s dng cn chp nhn thanh ton

Ngn hng ca ngi mua nu kim tra hp l s gi thng tin chp nhn thanh ton cho ngn hng ca ngi bn hng v ton b qu trnh xc nhn tnh hp l kt thc.

Nu qu trnh kim tra pht hin bt c sai xt no (c v mt thng tin trn th hoc hn mc cho php ca th khng ph hp) th ton b qu trnh s kt thc v bo ngc v cho ngi bn hng rng vic thanh ton khng c chp nhn. o Yu cu thanh ton

 Sau khi xc nhn xong tnh hp l, ngn hng ca ngi bn hng s gi yu cu n ngn hng ca ngi mua yu cu thanh ton Ngn hng ca ngi mua s kim tra v kt ni vi ti khon th tn dng c khai bo trong qu trnh xc nhn tnh hp l Ngn hng ca ngi mua s tnh thm cc chi ph giao dch v gi thng bo rt tin t ti khon ngi mua chun b chuyn cho cc bn trong giao dch (ngn hng ca ngi bn v n v x l trung gian) o Chuyn khon thanh ton Ngn hng ngi mua s cn i s d vo cui ngy cho tt c cc giao dch. Ngn hng ngi mua s chuyn khon chi ph cho ngn hng ngi bn Ngn hng ngi bn s chuyn tin vo ti khon ca ngi bn hng sau khi tr chi ph giao dch Ngn hng ngi mua s ghi n (hoc rt tin) cho ti khon ca ngi mua hng Khch hng s thanh ton ha n hng thng do ngn hng ca mnh gi n Cu 15: trnh by v d v quy trnh thanh ton trc tuyn bng th tn dng
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qu trnh giao dch xc nhn tnh hp l (v hnh)

Giao dch ti trang web ca thng nhn 1 6 My ch payment 5 2 Csdl n v pht hnh th tn dng 4 3

Trung tm thanh ton th tn dng quc t

gii thch:

1) giao dch c chuyn t website ca ngi bn ti my ch payment. 2) Payment chuyn giao dch sang trung tm thanh ton th tn dng. 3) Trung tm thanh ton th tn dng s hi kin CSDL pht hnh th tn dng. 4) n v pht hnh th s khc t hoc chp nhn giao dch v chuyn kt qu/ m s hp php ngc tr li cho trung tm thanh ton th tn dng. 5) Trung tm thanh ton th tn dng s chuyn kt qu giao dch sang cho payment. 6) My ch payment lu tr kt qu c chuyn tr li cho khch hng/ ngi bn.trung bnh cc bc mt khong 3-4 giy.

qu trnh v yu cu thanh ton v chuyn khon qua th tn dng (v hnh)

Ngn hng 5 1 My ch payment 1 1 4 1 Trung tm thanh ton th tn dng 3 Csdl n v pht hnh th2 1 1

Gii thch: 1) my ch payment t ng chuyn cc t giao dch sang trung tm phat hnh th tn dng. 2) Trung tm thanh ton th tn dng gi ti csdl n v pht hnh th tn dng. 3) n v pht hnh th tn dng xc minh giao dch, chuyn kt qu, tin sang trung tm thanh ton th tn dng. 4) Trung tm thanh ton th tn dungk s chuyn kt qu qu trnh giao dch v tin sang payment. 5) Payment chuyn kt qu giao dch ti ngi bn v chuyn tin ti ti khon ngn hng ca ngi bn.
Phn 6: Ch o Cu 16: trnh by ni dung cn quan tm khi trin khai ch o ? cho mt v d c th Gii thiu: theo co v ca TMDT hin nay cc doanh nghip vit nam u t nhiu hn cho ng dng TMDT trong kinh doanh, 100% s dng Email trong giao dch kinh doanh 54% DN thit lp website bn hng v cung cp cc dch v h tr khch hng. Tuy nhin, i vi rt nhiu DN va v nh khng c kh nng v to chnh th vic ng dng TMDT trong kinh doanh l rt hn ch. v vy ch o l hnh thc hot ng hiu qu i vi DN khng lc xy dng v qun l trang web ring ca mnh. ch o gii php trin khai TMDT cho cc doanh nghip va v nh. Khi nim: Ch o l nhng website cung cp dch v trung gian mua bn hng hng ha, dch v kt ni gia ngi muav ngi bn. Tham gia cc website ny, cc nh cung cp hng ha dch v nm quyn ch ng vi cc thng tin v sn phm v c quyn t do tng tc vi khch hng l DN hay c nhn tham gia ch. Hin nay ch o thu ht c kh ng lng truy cp nhng hiu qu thc s cha cao, cha em li ngun thu cho cc doanh nghip cung cp dch v trung gian ny. Ni dung cn quan tm khi trin khai: o Tn dng cng c v dch v hu ch to ca hng o c sn trn internet. Nu chun b a ca hng ngoi tuyn c mnh ln mng, doanh nghip khng cn phi lm mi th. Cc

nh cung cp dch v u c th gip doanh nghip xy dng cc ca hng o mt cch d dng vi chi ph hp l. o Th nghim v pht trin cht lng phc v tt nh ca hng tht. cc chc nng ca trang web phi hot ng tt khi n c a vo phc v khch hng. cn nh rng khi i mua hng trn ca hng o khch hng lun mong mun c phc v vi mt cht lng ngang bng vi khi mua hng ca hng tht. o Doanh nghip phi cp nht thng xuyn cc thng tin v sn phm, dch v, cc s kin trn cc ca hng o. o Xy dng k hoch qung co v h tr tm kim lm tng lng truy cp vo trang web ca doanh nghip. o Chng trnh khuyn mi v kt hp vi cc ca hng tht ang c tng doanh s. tuy nhin khng ln lm dng cc chng trnh ny i vi cc khch hng trung thnh. Khi xy dng chng trnh khuyn mi th d trn mng hay bn ngoi, doanh nghip cng cn phi thc hin ng li ha gi uy tn ca mnh. V d c th: ( nh thy m t c th v v d ny) Cu 17: Cc bc to mt sn phm website thng mi in t da trn phn mm ngun m. V d v mt sn phm tmdt sv thc hin -

trang b tn min ph hp lnh vc kinh doanh : v d bn qa lu nim th phi t tn min lin quan ti mt hng mun kinh doanh. Thu hosting trn cho tn min to: khi xy dng web xong ca hng cn phi a web ca mnh ln mng bng cch thu mt hosting vi tc truy cp ph hp vi website ca ca hng.

Ti v ci t h thng TMDT m ngun m (opencart, zencart, vertuemart, phpshop): chn la cc gi ci t sao cho tt v ph bin. Thit k v thay i giao din theo ni dung kinh doanh: to banner cho ca hng tht s thu ht, giao din phi d nhn v mu sc phi bt mt. Ci t cc th loi sn phm cho bn v thm bt sn phm. Chi tit ha cc sn phm v gi c thc t (hnh nh, sn phm lin quan, gim gi, khuyn mi, s lng hng tn kho, )

Khai bo email server v gi nhn mail trc tip trn web TMDT Khai bo chc nng h tr tm kim trn web tmdt To Contact lin h vi khch hng, email, chc nng yahoo chat Thm bt cc module chc nng: yahoo chat, lch, thng tin truy cp

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