(Tiểu luận) customer relationship management courses

TABLE OF FIGURESFigure 1 Kandi''''s website homepage...11Figure 2 The log in/sign in page of Seller Channel Shopee, 2022...13Figure 3 The interface of Seller Channel on Shopee Shopee, 2022.

TABLE OF CONTENTS

4.2.1 The advantages of selling on Shopee 10

TABLE OF FIGURES

Figure 1 Kandi's website homepage 11

Figure 2 The log in/sign in page of Seller Channel (Shopee, 2022) 13

Figure 3 The interface of Seller Channel on Shopee (Shopee, 2022) 14

Figure 4 Shopee's standard packaging (Shopee Uni, 2022) 14

Figure 5 Shopee's standard delivery note (Shopee Uni, 2022) 15

Figure 6 Marketing Tools Available for Seller Channels (Shopee, 2022) 16

Figure 7 The homepage of KANDI SHOP on Shopee 17

Figure 8 The World's Most-Used Social Platforms (Source: Hootsuite, 2022) 18

Figure 9 Facebook: Advertising Audience Overview (Source: Hootsuite, 2022) 19

Figure 10 The marketing article demo on Facebook 21

Figure 11 Management model of Sapo website (Sapo App, 2022) 22

Figure 12 Sapo sign in screen (Sapo App, 2022) 23

Figure 13 General configuration of Sapo (Sapo App, 2022) 24

Figure 14 "Employee Management" screen (Sapo App, 2022) 25

Figure 15 Employee role setting screen 25

Figure 16 Add new employee role 25

Figure 17 Details of employees' decentralization option 26

Figure 18 Creating and linking with delivery partners 27

Figure 19 List of delivery partners 27

Figure 20 Creating new delivery partners’ option 28

Figure 21 Screen of adding new products 29

Figure 22 Screen of connecting with Facebook channel 30

Figure 23 Successful Facebook connection screen 30

Figure 24 E-commerce floor option in Sapo website 31

Figure 25 Shopee login screen 32

Figure 26 The first option called “default configuration” 33

Figure 27 The second option called “custom configuration” 33

Figure 28 Successful installation message 34

TASK BOARDMember’s name Student ID Work assigned Completion level

Trần Phan Thanh Hà 195120608 Application

Build the websiteWriting reportMake the powerpoint presentations

100%

Build Shopee storeWriting reportMake powerpoint presentations

100%

Nguyễn Phương Nguyên 195120601 Solution

Writing content marketing on FanpageWriting reportMake powerpoint presentations

100%

Vũ Cao Tâm 195120639 Description of the issue

Explore and implementSapo Go appWriting report

100%

Make powerpoint presentationsNguyễn Quốc Khánh 195120606 Description of the issue

Explore and implementSapo Go appWriting reportMake powerpoint presentations

100%

Mai Văn Dũng 195120648 Description of the issue

Explore and implementSapo Go appWriting reportMake powerpoint presentations

100%

Vũ Đức Toàn 195120641 Description of the issue

Explore and implementSapo Go appWriting reportMake powerpoint presentations

100%

First of all, our team would like to express our gratitude to Lecturer Mr Pham Su TienTrinh for enabling us to complete this report on the subject of “Management InformationSystem" Furthermore, we genuinely appreciate his enthusiasm, sanguine energy, andgreat sense of humor which boost our incentive to retain and accomplish our work

We also want to express our deepest gratitude for all of our friends' contributions to thiscourse We would not be able to complete this thesis to its full potential without them Wethank all of the support we received during the process

Sincerely,Group 2

I DESCRIPTION OF THE ISSUE

Social media is more than just a method for businesses to communicate with theirconsumers; it's also a powerful tool for selling According to SproutSocial, 78% ofconsumers are more likely to buy from a business following a great social mediaencounter This is why it's critical to use your social media efforts to keep your consumer

up to speed on what's going on with your business and to respond to customerrequirements

Sellers face the risk of missing a possible sales channel and a tool to help the shopmanage orders when they come if there is no social system in place for e-commerce.Without a social commerce channel, merchants will have little post-sale customer service,which runs the risk of lowering client loyalty In addition, the lack of those socialnetworks would make it harder to attract new customers, which will lower profitability.Additionally, without other multi-channel management applications, excessive workamounts can quickly cause overload issues We have to manually manage each saleschannel, so it's a waste of time and prone to errors

With a web-based management system, you can automate inventory management,reducing the costs associated with it In addition, an effective e-commerce store does notcome with the same costs as a traditional store such as store rental costs, staff costs,decoration costs, etc

business can use social media to offer their consumers excellent customer care via email,personalized messages, private passwords, and web access to exclusive areas for topclients.

Additionally, companies need to develop the best marketing practices, business plans, andenticing viewer incentives in order to acquire more new customer interactions and turnthem into their own clients

Finally, if companies want to manage and connect social media channels well on thesame interface, they can use omnichannel management software to attract more newcustomers, understand buying behavior, customers' shopping, provide the best buyingexperience, build customer care processes, and increase the frequency of repeatpurchases

III APPLICATION

We will build a fanpage via Facebook, store on Shopee to update product informationand implement interesting marketing campaigns The store creates new customerrelationships by approaching online customers in many ways such as through personalrelationships, creating great promotions, minigames to attract, and building its owncommunity group

In addition, we also build the Company’s Website so that customers can access to buy

products and link to marketing via Facebook platform Thanks to that website, thecustomers can browse to get the information of our products, and check prices to makepurchasing decisions We will personalize the customer experience, implement attractivemarketing campaigns by offering special promotions for customers who buy at the

website In order to manage sales channels in the best way, we use the Sapo Application

for omnichannel sales management

IV DEMO

4.1 Build website Kandi Closet

4.1.1 The advantages of building a website

According to the research (Bán Hàng Online Quần Áo Có Nên Làm Website Hay Không,2021), a website is essential because it offers buyers a wealth of advantages The firstbenefit is that an online clothing store demonstrates business professionalism Customerswill value the shop's professional working style when browsing or referring to the items

on the website As a result, you can satisfy even the pickiest clients

The second advantage is to enhance consumer trust Currently, the problem of producingfake and counterfeit goods is becoming more and more sophisticated and unpredictable.Customers will not know how to distinguish between brand and genuine products Forexperienced customers, they will often find information on the official website of thatbrand Thanks to the official website, customers can be consulted and order genuineproducts If the company does not design and build a website, their products can be stolenfor sure Customers can no longer distinguish what is real and what is fake That is whywebsite design brings trust and peace of mind to customers

In addition, the website also makes it convenient for customers to access merchandise

On the website, the business may make categories to build their own collections, such asthe spring-summer and autumn-winter collections, etc Customers may easily compareprices and select between product codes while using the website Moreover, the website

is significantly more convenient for ordering than social network chat messages.Customers only need to select the size, number after pressing the order button and fill inthe delivery information to deliver the items right away Customers benefit from thewebsite's ease by saving time while consulting and placing orders for statistics

4.1.2 Kandi Closet website

Thanks to those advantages, we decided to develop the Kandi Closet website to inspiretrust and convenience in our customers The website has full functions such asregistration / account login, product browsing, adding to cart, and payment, etc.Kandi's website also has a "Blog" component where Kandi Closet can share lots ofarticles about styling tips, fashion styles, and so on Besides, Kandi also gives specialpromotions for customers who buy at Website

Figure 1 Kandi's website homepage

4.2 Build E-commerce store - Shopee

4.2.1 The advantages of selling on Shopee

In research from Linh (Có nên bán hàng trên Shopee, 2021), during the past 2 years,Shopee has been one of the top e-commerce platforms in Southeast Asia and the top inVietnam With the youngest entry into the market but quickly climbing to the highestposition, standing firmly in the market with a huge amount of user traffic And especially,connecting Shopee with the Website is extremely simple Therefore, this can be

considered a fertile playground and has great potential for development for businesses inVietnam.

4.2.2 Steps to create a store on Shopee

a Create an account

Before you can log in to the Shopee “Seller Channel”, you need to register and create asales account on your computer

● Step 1: Register an account on the website https://shopee.vn/

● Step 2: Enter your phone number

● Step 3: Select Next

● Step 4: Complete the steps Register to create a sales account on Shopee

In addition to the “Seller Channel”, you can also create and post Shopee products forsale through the “My Shop” page on the Shopee application

If you already have an account to shop on Shopee, just log in to the Seller Channel withyour computer to start selling and posting products for sale right away

● Step 1: Visit website https://banhang.shopee.vn/

● Step 2: Fill in your Email/Phone number/Username and password

● Step 3: Click Login to access Shopee Sales Channel

Figure 2 The log in/sign in page of Seller Channel (Shopee, 2022)

b Create a booth:

Before proceeding to post products for sale, please refer to the Product Ban/RestrictionPolicy to ensure that the products listed for sale do not violate Shopee's regulations Thenfollow these steps:

● Step 1: Go to Seller Channel - Add Products

● Step 2: Fill in product information such as: Name, Description, Category, Brand(if any)

● Step 3: Upload high resolution and image quality product images

● Step 4: Set up the shipping part of the product (after packing): Weight, size andshipping unit for the product…

Figure 3 The interface of Seller Channel on Shopee (Shopee, 2022)

c Order confirmation and delivery:

When you place an order, follow these instructions:

● Step 1: go to Seller Channel Waiting to pick up goods -

● Step 2: Click Unprocessed to check unconfirmed orders

● Step 3: Click Prepare goods and choose the date of appointment for the

postman to pick up the goods

● Step 4: Pack the order according to Shopee's Packing Specification andstick the Delivery Note on the package

Figure 4 Shopee's standard packaging (Shopee Uni, 2022)

Figure 5 Shopee's standard delivery note (Shopee Uni, 2022)

4.2.3 Marketing strategies

Marketing strategy on shopee is a great tool for sellers to attract customers and increase

orders for their store To create a program for the shop, the seller goes to the Shopee App

> Me > My Shop > Marketing Channel There will be a variety of marketing tools here,

here are a few tools that are applied by most sellers on Shopee:

a Discount vouchers: The seller can generate a discount or refund voucher code

when the customer applies the code

b Programs: With this tool, sellers can create discounts directly on products.

c Promotion combo: Discount program when customers buy 2 or more

products

d Buy with a “shock” deal: Create a hot deal when customers buy with the

product

e Flash sale: Strong discounts on products in certain time frames, flash sale

products will be displayed at the top of the Shop page

Figure 6 Marketing Tools Available for Seller Channels (Shopee, 2022)

4.2.4 Strategies for KANDI SHOP on SHOPEE

Figure 7 The homepage of KANDI SHOP on Shopee

According to new research (Seller Education Hub, n.d.), after creating a fully functionalstore on the Shopee platform, we proceed to plan the store's marketing strategy To begin,

in order to increase our followers, we provide vouchers when customers click the

"Follow" button Second, we offer discount codes to increase order conversion; when the

order value is reduced, customers become excited and want to buy more Furthermore, onspecial sale days such as 09/09, 10/10, 11/11, etc., we will have humongous saleprograms to attract new customers and increase monthly revenue.

4.3 Marketing on Fanpage

According to the most recent marketing statistics from (The Global State of Digital,2022), Facebook is still the most popular social media platform in the world, with 2.934billion users as of October 2022

Figure 8 The World's Most-Used Social Platforms (Source: Hootsuite, 2022)

According to (Hootsuite, 2022), Facebook ads have the potential to reach 2.08 millionpeople, or 26% of the Vietnamese population

Figure 9 Facebook: Advertising Audience Overview (Source: Hootsuite, 2022)

In the Vietnamese market, Facebook is a very effective and popular online advertisingtool today, as evidenced by the fact that many large firms and brands spend money onFacebook advertising and branding Many businesses and online sellers have usedFacebook applications successfully and effectively in their marketing and businessactivities

As a result, we decided to market our products through the social networking siteFacebook To reach potential customers and increase sales revenue, we create a salespage on Facebook, post introductions, and provide product information, discounts, and soon

The fanpage is similar to a store that displays business products, and the design of thestore and product display will determine whether customers stay or leave As a result,concentrating on creating a professional and high-quality profile is an effective method ofFanpage marketing

When creating a standard and professional sales Fanpage, keep the following points inmind First and foremost, we improve the SEO of our Fanpage In our Page title, vanityURL, about section, and description use our main keyword We also must add our

company's address to the profile If it is relevant, our page will be included in localsearches.

Additionally, we add location pages for various locations We have multiple physicallocations, so we created a location page for each one to increase their chances ofappearing in local searches Following that, we completely update the necessaryinformation, such as the profile photo, cover photo, contact information, and any otherrelevant information

Finally, we add relevant keywords to our posts In each post and photo caption, usenatural-sounding language to include the most relevant keyword