Bi 8

E- Marketing

Thng Mi in T

Ni Dung
Marketing

trc tuyn v cc li ch

mang n

Cc

k nng ca 1 nhn vin marketing trc tuyn

Cc

phng tin marketing trc tuyn

2

Ni Dung
Cc

phng php xc nh th trng mc tiu Cc hnh thc qung co Cc iu cn trnh khi marketing trn Internet Dch v khch hng trc tuyn

Marketing trc tuyn

S

pht trin mnh m ca CNTT ni chung cng nh ca mng Internet ni ring em li nhng ng dng to ln trong cc lnh vc kinh doanh; c bit l trong cng tc marketing.

Vy

Marketing trc tuyn l g?.

4

Marketing trc tuyn l g?

V

bn cht, y l hnh thc p dng cc cng c ca CNTT thay cho cc cng c thng thng tin hnh cc qu trnh marketing ch t Marketing trc tuyn ?

Li

Li ch t Marketing trc tuyn

Th

nht: Rt ngn khong cch:

V tr a l khng cn l mt vn quan trng. Internet rt ngn khong cch, cc i tc c th gp nhau qua khng gian my tnh m khng cn bit i tc gn hay xa. iu ny cho php nhiu ngi mua v bn b qua nhng khu trung gian truyn thng. Internet l mt phng tin hu hiu cc nh hot ng marketing tip cn vi cc th trng khch hng trn ton th gii. iu m cc phng tin marketing thng thng khc hu nh khong th.
6

Th hai: Tip th ton cu:

Li ch t Marketing trc tuyn

Th ba: Gim thi gian

Thi gian khng cn l mt yu t quan trng. Nhng ngi lm marketing trc tuyn c th truy cp ly thng tin cng nh giao dch vi khch hng 24/7 ti bt c thi im no
Chi ph s khng cn l gnh nng. Ch vi 1/10 chi ph thng thng, Marketing trc tuyn c th em li hiu qu gp i.
7

Th t: Gim chi ph

i hi i vi ngi lm Marketing trc tuyn

1

K nng qun l thng tin

Trong th gii in t, thng tin v khch hng rt d tm kim vi mt khon chi ph khng ng k. C th c nhng thng tin rng ln mang tnh ton cu. Do vy, phi c nhng k nng qun l cc thng tin ny c th rt ra c nhng thng tin tht s hu ch, gip cho cng vic kinh doanh ca doanh nghip.
8

i hi i vi ngi lm Marketing trc tuyn

2

Hiu bit v cng ngh thng tin:

Cn phi bit s dng cng c tm kim (Search Engines) c th tm kim thng tin mt cch nhanh nht v hiu qu nht trn Internet. Phi bit cch xy dng cc gii php tip nhn v t ng x l cc n t hng, cng nh t ng theo di qu trnh bn hng cho n khi ngi mua nhn c sn phm hoc dch v m h t mua. Tit kim c chi ph v gi c khch hng tip tc quay li mua hng. Cn phi c s hiu bit v cng ngh thng tin thnh cng.
9

i hi i vi ngi lm Marketing trc tuyn

3

Vn tri thc

Tr tng tng, s sng to v kh nng kinh doanh l nhng yu t quan trng Nhng ti sn v hnh nh vn tri thc hay cc kin thc chuyn mn l ngun ti sn v gi m ngi lm marketing cn phi c.

10

i hi i vi ngi lm Marketing trc tuyn

4-

Kh nng x l thng tin nhanh Thi gian m mt nh marketing kim sot c khch hng ca h qua mn hnh my tnh l 30 giy. Tt c nhng ngi mua l cc c nhn hay cc doanh nghip u ang rt kht khe v kh tnh bi v ang c mt s lng rt ln cc nh cnh tranh trn ton cu, tt c u ang cnh tranh rt khc lit. Do vy, kh nng x l thng tin v a ra nhng gii quyt kp thi l yu t v cung quan trng.
11

Cc phng tin Marketing trc tuyn

1

Qung co trc tuyn

Trong phng thc ny, cc cng ty mua khng gian qung co trn trang web c s hu bi cc cng ty khc. C s khc bit gia qung co trc tuyn v vic a ni dung ln trang web ca mnh, rt nhiu cng ty nhm ln gia hai cng vic ny v ngh rng trang web ca mnh chnh l mt qung co trc tuyn.
12

Cc phng tin Marketing trc tuyn

Qung co trc tuyn c ngha rt c bit trong hot ng marketing: Khi mt cng ty tr tin cho mt khong khng nht nh no , h c gng thu ht c ngi s dng v gii thiu v sn phm v nhng chng trnh khuyn mi ca h. C nhiu nhiu cch tin hnh qung co trc tuyn. V d, cc cng ty c th mua qung co c t trong th in t c gi bi nhng cng ty khc. Hoc t nhng banner qung co trong cc bn tin c gi i t cc website. .. 13

Cc phng tin Marketing trc tuyn

2

Catalogue in t

Mt trong nhng thay i so vi marketing truyn thng l kh nng ca cc cng ty a mu sn phm ln mng. Cho php khch hng nhn thy, tm kim thng tin v tnh nng s dng, cht liu, kch thc... Phiu thng trc tuyn ,nhng chng trnh xc tin bn hng khc s tit kim c chi ph cho cc nh marketing trc tuyn khi gii thiu sn phm n ngi tiu dng.
14

Cc phng tin Marketing trc tuyn

3

Phng thc th in t
C ba loi marketing bng th in t Loi th nht lin quan n th in t c gi i t cng ty n ngi s dng nhm mc ch qung b sn phm - dch v, thc y kh nng mua hng. Dng th hai ca email l cc knh ngc li; t ngi s dng n cng ty. Ngi s dng mong mun nhn c mt s gi v nhng cu tr li y cho nhng i hi ca h. Hnh thc th ba l th in t t ngi tiu dng n ngi tiu dng. Th tn in t t ngi tiu dng n ngi tiu dng c s dng h tr cc cng ty marketing.
15

Cc phng tin Marketing trc tuyn

4

Chng trnh i l(Afiliate programes)

Thc cht l mt phng php xy dng i l hay hip hi bn hng qua mng da trn nhng tho thun hng phn trm hoa hng. u im ca phng php ny l ch phi tr tin khi bn c hng. Thng thng cc chng trnh i l thanh ton tin hoa hng da trn kh nng bn hng hay a truy cp ti website. Phn ln cc chng trnh i l ny u thanh ton theo t l phn trm doanh thu, mt s th tnh theo s lng c nh.
16

 Cc

chng trnh ny c th hot ng trn quy m tng i ln. Theo nh thng bo, Amazon.com pht trin trn 60.000 a ch website i l. Mi mt a ch website i l c th c xem l mt i l ca website ch. Khi khch hng truy cp vo website i l ri nhn vo ng lin kt n vi website ch v mua hng, website i l s c hng mt t l phn trm doanh thu nht nh. Nhiu chng trnh i l ln hin nay cn cho php trin khai cc i l cp di, c ni ti 10 cp.
17

 Bn

cht ca chng trnh ny l, mt website lm i l cho website ch, mt ngi truy cp qua website i l nhng khng mua hng m li ng k lm i l cho website ch v tr thnh mt i l. Khi ngi ny bn c hng cho website ch v nhn tin hoa hng th website ch cng tr mt khon t l phn trm cho website i l ban u. Phng php ny gi l trin khai i l th cp, i lc cn c gi l marketing a cp (Multi Levels Marketing - MLM)
18

Cc phng tin Marketing trc tuyn

5-Search

Engines (cng c tm kim)

Cng c tm kim l mt cng c c bn dng tm kim cc a ch trang web theo nhng ch xc nh. Khi s dng mt cng c tm kim v g vo mt t kho hay mt cu v ch Cng c tm kim s lit k mt danh sch cc trang web thch hp nht vi t kho Cc cng c tm kim khc nhau c nhng trnh t khc nhau sp xp cc trang web theo mc tng thch vi t kho cn tm Cng c tm kim:s la chn u tin truy nhp tin tc hay thng tin v mt sn phm,dch v no khng ch i vi nhng ngi mi truy cp vo mng Internet m c nhng nh marketing chuyn 19

Xc nh th trng mc tiu trn Internet

Xc

nh i tng khch hng trc tuyn l ai?. tng lp thng lu?. trung lu?. h lu?. hay tr thc?. cng nhn? H thng truy cp vo nhng trang web no? l mt trong nhng bc rt quan trng to nn s thnh cng khi kinh doanh trn Internet Khng phi bt k khch hng trc tuyn no cng c nhu cu v mun mua sn phm

20

Cc phng php xc nh th trng mc tiu

21

1. Tin hnh cc cuc iu tra qua khch hng quen thuc.

M

mt cuc iu tra, thm d khch hng hin ti Vi mt phiu iu tra ngn v n gin, c th tp hp c tt c nhng thng tin cn thit v thi quen tiu dng ca cc khch hng ang mua v s dng sn phm, dch v ,... C ci nhn chnh xc nht v th trng mc tiu v nhn ra c im mnh v im yu t a ra c mt chin lc marketing ph hp hn.
22

cuc iu tra t hiu qu cao nht, cn phi ghi nh mt s lu sau:

Hy to ra nhng phng n tr li n gin bng cch a ra cc la chn, khi khch hng ch cn nhn chut vo la chn m khng cn phi tr li chi tit. Chc chn rng cuc iu tra s c thng bo trn mt trang web. Cung cp mt chng trnh min ph cho tt c nhng ngi tr li phiu iu tra . V d nh mt bn tin min ph trong mt cun ebook,....
23

2. Cu lc b trc tuyn, phng chat, v cc din n.

Tham

gia vo cc phng tn gu, cc din n, v cc cu lc b trc tuyn c lin quan n sn phm v dch v Quan st, theo di cc cuc tho lun, t mt s t cc cu hi chin lc s nhanh chng nghin cu c ng c v thi quen ca khch hng, xu hng chung ni bt xc nh c th trng mc tiu cho sn phm ca mnh. Cn quan st v lng nghe nhng g khch hng ni.
24

3. Tp ch in t
Ngy

nay, c rt tp ch in t c xut bn trn Internet lin quan n mi ch , mi lnh vc. C th tip cn vi th trng mc tiu bng vic t nhng qung co ngn vo mt s t cc tp ch in t Cc trang web cung cp danh sch ca cc tp ch in t v bn tin m ta c th tham kho phc v cho vic xc nh th trng mc tiu

http://www.liszt.com/ http://ezine-universe.com/ http://paml.net/ http://www.free-ezine-advertising.com/ 25

4. Phn tch cnh tranh:

Kinh

doanh trn mng Internet cng u phi i mt vi cc cuc cnh tranh Cc i th cnh tranh tng thnh cng s l nhng ngi bn tt nht. Hy xc nh:

T kho no khch hng thng dng tm thy h trn cc cng c tm kim?. H thng qung co trn cc trang web no?. Trang web ca h nhm phc v cho i tng no?.
26

dng chin thut tng t i th

5. Theo di khch hng truy cp.

Theo

di khch hng truy cp v tm hiu xem h thng truy cp vo cc trang web no: cn t qung co u c th tip cn v thu ht c nhiu nht cc khch hng tim nng chin lc. Trong kinh doanh truyn thng, xc nh c th trng mc tiu cho sn phm ca mnh i hi cc thng nhn phi tin hnh iu tra, thm d hng thng v phi tiu tn hng nghn la cho chi ph qung co. Ngy nay, Internet nhanh chng gip ta xc nh v nh v c th trng vi chi ph thp nht nhng hiu qu cao nht.

27

Cc hnh thc qung co trn web

Web

l mt "mi trng" rt hiu qu, cung cp nhiu c hi thu ht s ch , quan tm ca khch hng n cng ty v sn phm thng qua cc chng trnh qung co

banner qung co sng ng vi nhng hot nh GIF trn mt website c mng li truy cp ln t mt on text qung co vo trong mt bn tin in t
28

1. t banner qung co
Cn

phi tm kim mt v tr tt nht t qung co. Mt v tr tt tc l n phi ph hp vi "i tng" qung co, c cng mt th trng mc tiu, v chi ph hp l nht. Website l mt mi trng m cc chng trnh qung co c th s mang li kt qu ngay lp tc==>vic theo di hiu qu qung co banner trn web l ht sc cn thit, v c th thay i ngay c chin dch qung co bt k khi no m s lng truy cp khng tng thm. C 3 loi hnh qung co banner ph bin:
29

 Qung

co banner truyn thng

l hnh thc qung co banner thng dng nht, c dng hnh ch nht, cha nhng on text ngn v bao gm c hot nh GIF v JPEG, c kh nng kt ni n mt trang hay mt website khc. Qung co banner truyn thng l mt hnh thc qung co ph bin nht v c nhiu ngi la chn nht bi v thi gian ti nhanh, d thit k v thay i, d chn vo website nht.

Qung

co In-line

Hnh thc qung co ny c nh dng trong mt ct pha di bn tri hoc bn phi ca mt trang web.
30

Cng nh qung co banner truyn thng, qung co in-line c th c hin th di dng mt ho v cha mt ng link, hay c th ch l l mt on text vi nhng ng siu lin kt ni bt vi nhng phng mu hay ng vin.

Qung

co pop -up

Phin bn qung co di dng ny s bt ra trn mt mn hnh ring, khi NSD nhp chut vo mt ng link hay mt nt bt k no trn website. Sau khi nhn chut, s nhn thy mt ca s nh c m ra vi nhng ni dung c qung co. Tuy nhin mt s khch hng t ra khng hi lng v hnh thc qung co ny, bi v h phi nhp chut di chuyn hay ng ca s li khi mun quay tr li 31 trang c.

 Cn

nhc v xc nh c i tng c gi ca cc tp ch in t c ph hp vi th trng mc tiu hay khng? N c thng xuyn c pht hnh? V ni dung ca n c hu ch v c gi tr thu ht ngi c hay khng? Chi ph cho vic t qung co :Chi ph c th thay i, khng ch ph thuc vo ni dung v tnh ph bin ca tp ch, m cn ph thuc vo cc iu kin khc nh: v tr xut hin qung co ,... 32

2. Qung co trong cc tp ch in t

3. Ti tr cho mt website hay mt bn tin in t

Cung cp tt c hoc mt phn vn cho mt chng trnh d n nht nh: c th l mt trang web, bn tin in t, din n tho lun trc tuyn ==> c c mt v tr qung co p nht, c kh nng thu ht s ch ca nhiu khch hng,.. Nn cn nhc, xc nh r mi quan h gia th trng mc tiu m qung co mun nhm n vi th trng khch hng ca cc website v tp ch in t. Thng xuyn phi theo di, kim tra v nh gi tnh hiu qu ca qung co vi t cch l 33 mt nh ti tr.

Nhng iu nn trnh khi marketing trn Internet

1.

S dng dch v Web Hosting min ph hay vi gi r.

Khi kinh doanh trn Internet, website l ti sn quan trng nht v n c th to ra n tng tt p ngay t u i vi khch hng. Khng nn s dng dch v Web Hosting min ph hay vi gi r ca cc nh cung cp Phn ln cc dch v min ph hay vi gi r u c cht lng khng tt: khch hng s gp kh khn khi truy cp vo trang web v n c t trn mt my ch qu ti, hay trang web ny s l ni t banner qung co cho sn phm v dch v ca nh cung cp... 34

 2.

Nhng iu nn trnh khi marketing trn Internet (tt)

Lm gim gi tr trang web do ho, java, m nhc...
Gi tr thm m m cc chng trnh ho, java, m nhc mang n cho trang web Nhn t chnh lm chm thi gian truy cp vo trang web Chc nng quan trng nht ca trang web l bn sn phm v dch v. C gng va m bo tnh thm m ca trang web va m bo trang web khng qu ti trnh 35 sai lm.

Nhng iu nn trnh khi marketing trn Internet (tt)

3.

Khng quan tm n kin phn hi t pha khch truy cp.

Phn ln cho rng mi th vn ang hot ng tt nhng ngc li trn thc t, mt s lng khch truy cp kh ln gp s c Nhng khch hng c thng tin phn hi chng t h quan tm n cng ty v rt c th h s l khch hng tim nng trong tng lai.
36

Nhng iu nn trnh khi marketing trn Internet (tt)

4.

Lng ph thi gian vo nhng hot ng v ch.

Ti sn qu gi nht l thi gian. Sp xp cng vic ph hp trnh lng ph thi gian lm vic khng hiu qu.

37

Nhng iu nn trnh khi marketing trn Internet (tt)

5.

H thng email qun l khng hiu qu.

Email l mt trong nhng phng thc giao dch kh ph bin v hiu qu gia cc thng nhn vi khch hng S dng h thng email phc v tt nht cho cng vic kinh doanh ca mnh.

38

 6.

Nhng iu nn trnh khi marketing trn Internet (tt)

Khng thng xuyn bm st khch hng
Theo thi quen, phn ln khch hng c xu hng mua hng ca nhng cng ty m ngi ta bit v tin tng. Nu khng xy dng nim tin v gi lin lc vi khch hng, th y l mt sai lm rt nghim trng. Lp mt danh sch ng k nhn bn tin v bt u xut bn cc bn tin ==>to n tng tt v gi lin lc thng xuyn vi cc khch hng . Vi nhng bn tin==>cung cp nhng thng tin cp nht nht v sn phm cng nh v website. iu quan trng tn cng ty lun lun xut hin trong hp th ca khch hng 39

 7.

Nhng iu nn trnh khi marketing trn Internet (tt)

nh mt s ni ting bi vic thc hin chin lc qung co khng thch hp.

Sai lm khi thc hin marketing trn Internet : spam hnh thc gi email marketing khng mong mun S l mt sai lm rt c bn nu cho rng cch thc tt nht xc tin v y mnh hot ng kinh doanh trc tuyn l chin lc gi th ti hng lot a ch email trong khi khng bit h c mun nhn th hay khng.

40

Nhng iu nn trnh khi marketing trn Internet (tt)

Ti sn quan trng nht, vi t cch l mt nh marketing trn mng Internet, l danh ting. V "spam l con ng nhanh nht c th lm hu hoi danh ting. Nu thc s mun u t v thu li nhun t hot ng kinh doanh trc tuyn, ng bao gi a spam vo trong k hoch kinh doanh

41

Nhng iu nn trnh khi marketing trn Internet (tt)

8.

Qun rng marketing chnh l cha kho ca thnh cng.

Ngay c khi sn phm c cht lng tt nht trn th gii, cng vn phi marketing n n ngi tiu dng. Nu khng tin hnh marketing cho sn phm, chc chn s khng ai bit v s khng c doanh thu Nn tp trung xc tin sn phm v marketing n th trng mc tiu
42

Nhng iu nn trnh khi marketing trn Internet (tt)

9.

Quan nim rng kinh doanh trc tuyn l con ng lm giu nhanh nht.
y l mt quan nim rt sai lm v l nguyn nhn dn n tht bi trong mi trng hp Thnh cng l kt qu ca s u t v quyt inh sng sut,nhng n lc v s thn trng trong cng vic, bt k ai cng c th thnh cng trong mi mi trng kinh doanh.

43

 10.

Nhng iu nn trnh khi marketing trn Internet (tt)

Khng nhn thc ng vai tr quan trng ca Internet.
Internet c th coi l mt cng c giao tip hiu qu nht ngy nay. Vi Internet :c th thu ht c hng triu khch hng trn ton th gii v cung cp hng lot cc dch v h tr khch hng. Internet gip thu thp tin tc, thng tin quan trng cnh tranh v cng tc vi nhng ngi khc.
44

Dch v khch hng trc tuyn

Xt

v mt tch cc, cung cp mt dch v khch hng u vit l cch rt tt a trang thng mi in t c s thnh cng Lm th no khin cho khch hng ngh ti website ca cng ty khi h c nhu cu i vi sn phm v dch v m cng ty ang cung cp.
45

Dch v khch hng trc tuyn (tt)

1.

Lun bm st khch hng.

Mt trong nhng im hp dn ca Internet l tnh trc tip. Hy kim tra cc n t hng v email hng ngy khch hng lun cm thy s hin din ca cng ty bt k lc no h cn.

46

Dch v khch hng trc tuyn (tt)

2.

To s thun tin cho khch hng.

Hu ht ngi s dng web u cn s nhanh chng. To ng lin kt ti nhng thng tin chung nht v sn phm hay dch v ngay trang ch ca website. S lin h trc tip vi khch hng cng vi cc cu tr li d hiu, n gin s c ch cho vic bn hng hn rt nhiu
47

Dch v khch hng trc tuyn (tt)

3.

S dng hnh thc khuyn mi.

C gng tm cc hnh thc khuyn mi cho khch hng trn mng Vic lm ny s chng t cho khch hng bit rng cng ty rt hiu nhu cu ca h. V d: nu bn thit b camera hy khuyn mi phim cho khch mua hng.

48

Dch v khch hng trc tuyn (tt)

4.

Lng nghe kin khch hng

Tm hiu khch hng xem ti sao h li la chn vic mua bn vi cng ty Cng ty c th ci tin dch v v sn phm nh th no? C th thu thp thng tin khch hng bng cch t chc nhng cuc iu tra trn website hay a thm cc cu hi v dch v khch hng vo mu n t hng trn mng.
49

Dch v khch hng trc tuyn (tt)

Cng c th to iu kin khch hng tham gia vo vic pht trin sn phm mi Lng nghe kin khch hng cn c mt li ch l khng phi u t vo nhng mt hng khng thnh cng.

50

Dch v khch hng trc tuyn (tt)

5.

Bo mt thng tin ring ca khch hng.

Nhng ngi s dng web khng thch b hi v cc thng tin c nhn,nhng thng tin khng h cn thit cho qu trnh mua hng. Khch hng thng ch yu quan tm ti vic liu nhng thng tin h cung cp c b tit l cho bn th ba hay khng. V th ng hi nhng thng tin m ta khng cn v hy tuyn b r rng nguyn tc bo mt ca cng ty i vi vic x l thng tin khch hng. 51

Autoresponders Cng c marketing hiu qu trn Internet

52

Autoresponder l g?
Gi

l hp th t ng tr li. y l mt cng c marketing hiu qu, c chng minh rng rt thnh cng trong thi gian va qua L gii php d nht c th ng dng t ng ho qu trnh giao dch, bn hng.

V c bn, l mt a ch email c ci t thay th con ngi tr li tng bc th, tr li nhng cu hi v dch v v sn phm, gi nhng bc th cho hng, xc nhn n t hng v th cm n 53

Nh , c th tit kim qu thi gian qu bu cho nhng cng vic khc m ta thc s phi quan tm n.

Theo

mt cch khc : autoresponder l nhng chng trnh th in t t ng tr li bt k mt bc th no c gi n vi nhng cu tr li c son tho trc.
54

th to dng mt hoc nhiu hp th t ng tr li. Vn quan trng l lm nh th no khch hng tim nng s c c thng tin v sn phm v dch v bt k lc no m khng cn ch i bt k s can thip ca ai. Khng ch gip tit kim thi gian, cc hp th t ng tr li cn l mt cng c marketing trc tuyn hiu qu. 55

Nguyn tc 80-20 trong thng mi in t

"Nguyn

tc Pareto" hay cn gi l nguyn

tc 80-20 "Nguyn tc Pareto" c t tn theo mt nh kinh t hc ngi Italia, Vilfredo Pareto. Vo nm 1906, ng Pareto quan st thy 20% dn s Italia ang nm trong tay 80% ti sn ca nc ny. Sau , ng cng nhn thy rng 20% s lc c trong vn nh ng ng gp ti 80 lng lc ng thu hoch mi nm.

56

Liu y c phi s trng lp ngu nhin khng? N khin ng suy ngh. Vilfredo Pareto p dng nguyn tc 80-20 ny vo rt nhiu lnh vc. Trong lnh vc thng mi in t, cn quan tm nguyn tc ny!!!

57

20% khch hng ng gp 80% doanh thu

Vi

nhiu ng dng ca Nguyn tc Pareto, thng l khng th khng nh c s chnh xc ca t l 80- 20 C t nht 20% s ngi tng mua hng mt ln s tip tc quay li mua hng nhng tt nhin l ch khi ta tip tc gi mi lin h vi h. Do vy, nu khng tip tc theo ui khch hng, c th s mt i 80% li nhun tim nng.

58

 Chc

chn rng ta cung cp cho khch hng ci m h quan tm.

Th nht, nhng mt hng ny phi b sung cho mt hng bn trc y. Th hai, bn cc mt hng ging nh ln trc vi mc gi thp hn. Th ba, gi cc bn tin cho khch hng gi lin lc. Cc bn tin ngn cng l cch rt hay gi knh thng tin vi khch hng
59

Th t, c gng tch sn phm hin ti v bn chng thnh nhng phn ring bit. Th nm, bn cho khch hng cc sn phm nng cp Th su, bn sn phm ca ngi khc nu nhng dng sn phm ny khng trc tip cnh tranh vi sn phm ca cng ty v gip tng doanh thu ng k v tng c lng tin i vi khch hng.

60