Professional Documents
Culture Documents
: Nguyn Quy ng
Lp
: Anh 10
Kha
: 47
H Ni - 04/2012
MC LC
LI M U...........................................................................................1
CHNG 1: MT S VN L LUN V THNG HIU V
CHIN LC PHT TRIN THNG HIU......................................4
1.1 L lun chung v thng hiu...................................................................4
1.1.1 Khi nim thng hiu........................................................................4
1.1.2 Cc yu t cu thnh thng hiu .....................................................5
1.1.3 Vai tr ca thng hiu.....................................................................12
1.2 Chin lc pht trin thng hiu...........................................................15
1.2.1 Khi nim chin lc pht trin thng hiu.....................................15
1.2.2. Cc bc xy dng chin lc pht trin thng hiu.....................16
1.2.3 Cc loi chin lc pht trin thng hiu........................................19
KT LUN.............................................................................................69
TI LIU THAM KHO.......................................................................70
LI M U
1. Tnh cp thit ca ti
Vit Nam c sn lng xut khu go ln th hai th gii, ch sau Thi
Lan. Cc nhm sn phm nng sn khc nh: c ph, h tiu, ht iu lun
nhm dn u th gii. Chng ta c cc nng sn c xem l c sn nu
bit khai thc nh: ch, nhn, bi, thanh long y l nhng sn phm m
cc th trng ln, kh tnh nh M, chu u a chung. Th nhng, cc sn
phm ny cha h c mt bo chng no ngi tiu dng tin cy. Thm
ch, n cng cha h c thng hiu c trng m ch tn ti vi tn gi mang
tnh a phng nh: thanh long Bnh Thun, go An Giang, c ph Bun M
Thut. Bi hc t v vic mt thng hiu c ph Bun Ma Thut l hi
chung cnh tnh v thc trng xy dng v bo v thng hiu ca cc
doanh nghip Vit Nam ni chung v cc doanh nghip c ph Vit Nam ni
ring.
Trong vng vi nm gn y, vai tr ca thng hiu trong lnh vc
marketing thay i rt nhanh chng. Trc y, chng ta thng s dng
thng hiu tn ti km theo tn cng ty v sn phm, l cng c h tr
chng tr nn hp dn hn i vi ngi tiu dng, hay cn gi l nh
bng nhn hiu. Ngy nay mi th khc hn, vic pht trin mt thng hiu
phi bao gm vic thit lp v thc hin cc chin lc nh em n mt
thng hiu c bn sc c gi tr cho khch hng. Nhng im nhn gip pht
trin sn phm v dch v s c ch trng thit k mang li nhng li ch
thit thc cho khch hng, v thng qua t c mc ch ca cng ty.
Tt c nhng diu gip xy dng nn mt chin lc thng hiu.
Starbucks l mt bi hc in hnh, thng hiu ny c khai sinh
v pht trin gn lin vi sn phm c ph. Chin lc pht trin thng hiu
ca Starbucks c ch trng u t c v thi gian ln cng sc, chnh iu
hnh l ton b nhng g m khch hng c th nhn bit c bng gic quan
, bao gm tn gi, logo,biu tng mu sc , kiu dng thit k , bao b v cc
yu t c th nhn bit c khc . Cc yu t v hnh gm c nhng c tnh
ca thng hiu nh nh v thng hiu , c tnh thng hiu , gi tr ct li
ca thng hiu.
1.1.2.1 Cc yu t hu hnh
* Tn thng hiu (brand name)
Tn thng hiu c to thnh t s kt hp ca t ng hoc cc ch
ci c kh nng phn bit sn phm , dch v ca doanh nghip ny vi sn
phm ca doanh nghip khc c bo h v khng thuc cc du hiu
loi tr. p ng yu cu ny , tn thng hiu s c bo h vi t cch l
thng hiu ng k.
Tn thng hiu l mt thnh t c bn v n thng l yu t chnh
hoc l lin h chnh ca sn phm mt cch c ng v tinh t. Tn thng
hiu l n tng u tin v c b nht v mt loi sn phm, dch v trong nhn
thc ca ngi tiu dng v do , nh hng quyt nh ti vic mua hng.
* Biu tng (logo)
Biu tng l yu t ha ca mt thng hiu , gp phn quan trng
trong vic thu ht s ch ca khch hng v thng hiu . Thng thng ,
biu tng nhm cng c ngha thng hiu theo mt cch nht nh. Biu
tng c th to ra s lin tng thng qua ngha t c ca n hoc thng
qua chng trnh tip th h tr . So vi thng hiu , biu tng tru tng ,
c o v d nhn bit hn , nhng cng tim n nguy c khch hng khng
hiu biu tng c ngha g,c lin h g vi thng hiu nu khng c
gii thch thng qua chng trnh tip th h tr.
Di gc php lut, biu tng gm cc yu t hnh c o , ring
c to thnh mt chnh th thng nht , biu tng to ra kh nng phn bit
ca sn phm. Vi c tnh a dng ca cc yu t ha , biu tng c th
l mt hnh v mt cch trnh by ch vit to ra mt bn sc ring ca mt
thng hiu. Biu tng chnh l b mt c trng ca mt thng hiu.
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phng php ny, doanh nghip phi thc hin mt chui cc hot ng
nhm xy dn c mt thng hiu mnh in m trong tm tr ca ngi
tiu dng. u tin, doanh nghip phi xc nh c mc tiu, ci ch m
doanh nghip mun hng ti (O-Objective). Tip , doanh nghip hoch
nh cc chin lc pht trin hay phng cch m doanh nghip thc hin
t c mc tiu (S-Strategy). Bc th ba, Doanh nghip a ra chin
thut, hot ng c th nhm thc hin chin lc m doanh nghip ra
(T- Tactics) v cui cng doanh nghip ln k hoch trin khai (IImplementation).
Xc nh mc tiu thng hiu
Cc nh qun tr thng hiu cho rng mc tiu thng hiu quan trng
nh bn Hin php ca mt quc gia. Mi hot ng ca vic pht trin
thng hiu u c nh hng theo mc tiu ny. Vic xc nh c mt
mc tiu ng n ph hp vi doanh nghip l rt quan trng cho s thnh
cng ca chin lc thng hiu. Trc ht n to c s cho vic la chn
ng n chin lc ca cng ty, n ni ln l do tn ti ca thng hiu v tip
n to lp v cng c hnh nh ca thng hiu trc cng ng khch hng.
c th xc nh c mc tiu cho chin lc pht trin thng hiu
tt, doanh nghip cn nhn ra c nhng c im v li ch thng hiu
ca mnh mang li cho doanh nghip, khch hng v cng ng.
Hoch nh chin lc thng hiu
Sauk hi thc hin tt bc u tin trong m hnh OSTI, doanh nghip
s hoch nh nhng chin lc thng hiu khoa hc, hiu qu v ph hp
vi tnh cht kinh doanh ca mnh. Vic hoch nh chin lc pht trin
thng hiu c xy dng da trn cc yu t nh ngun lc ca doanh
nghip, giai on doanh nghip thc hin chin lc, V cc chin lc
pht trin hng hiu phi h tr ln nhau b xung cho nhau hng ti mc
tiu chung ca chin lc c ra trong bc u tin ca m hnh ny.
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USD: la M
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24
Kevin Lane Keller, 2001, Havard Business Review on Marketing, Harvard Business School
Publishing Corporation, United States of America.
26
Nm
Nm
Nm
2011
2010
2009
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Mc tiu tip theo trong chin lc pht trin thng hiu v chin
lc ton cu ha ca mnh Starbucks l tr thnh mt doanh nghip c trch
nhim vi cng ng v cam kt vi cc vn x hi. Starbucks c bit
n l mt trong nhng cng ty u i ngi lao ng nht. Tt c nhn vin
ca Starbucks u c ng bo him cng vi cc ch khen thng theo
k kinh doanh. Starbucks cng l doanh nghip ginh c nhiu thin cm
ca ngi dn M v nhng ng gp ca h cho cng ng v cng ty lun
mun duy tr hnh nh ny v n tr thnh kim ch nan cho cc hot ng
kinh doanh ca mnh.
2.3.2 Phn tch chin lc pht trin thng hiu ca Starbucks.
2.3.2.1 M rng thng hiu.
M rng sn phm
Nm 2011, Starbucks thay i hnh nh logo ca mnh, theo logo
mi s khng cn dng ch Starbucks coffe, y c coi l bc i u
tin trong qu trnh m rng thng hiu ca cng ty. L do chnh chnh m
dng ch Starbucks coffe c b i l vic cng ty ang c k hoch tung
ra cc sn phm ch khng ch gii hn trong cc sn phm t c ph v lin
quan ti c ph.
Vic m rng sn phm ca Starbucks c thc hin mt cch mnh
m theo c hai hng l chiu dc v chiu ngang.
Theo chiu dc l vic cng ty a ra cc dng sn phm khc nhau
nhm ph hp vi kh nng khc nhau ca cc nhm khch hng. Cc sn
phm ca Starbucks cng l c ph Starbucks nhng h rt nng ng v linh
hot khi thit k qun c ph ca mnh. Ti khu vc sn bay hay ti cc trung
tm ti chnh, cc trung tm thng mi ni ting th c ph Starbucks l mt
qun bar sang trng v theo cng l nhng ly c ph t tin. C th iu
ny mi ph hp vi cc doanh nhn, cc ng ch v cc nh qun l cp cao.
Nhng ngi ny lun tm thy c ph Starbucks ni thch hp m
phn, hay th gin trn chic salng c sch bn ly c ph. Th nhng ti
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Chu M
M
4082
M Xi C
318
Canada
284
Cc nc khc
92
Tng s
4776
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tiu dng thng qua lm tng kh nng nhn bit ca ngi tiu dng v
thng hiu.
Starbucks cn thit lp h thng tip nhn v phn hi thng tin v tnh
trng vi xm phm thng hiu. H thng ny gip doanh nghip c nhng
phn ng kp thi nhm bo v thng hiu v to ra lng tin v thng hiu
trong ngi tiu dng, to ra s thoi mi cho khch hng.
2.3.2.3 i mi thng hiu.
i mi v sn phm
Stabucks vn lun ch trng ti vic i mi sn phm nhm mang ti
cho khch hng nhng sn phm v dch v tt nht. Ti 800 khu vc kinh
doanh ca mnh, Starbucks lp t nhng chic my pha c ph t ng
tng tc phc v khch hng. V mt mt vi nm trc Starbucks p
dng ch thanh ton trc bng th vi cc ha n t $5 ti $500, vic
ny gip h gim c ti mt na thi gian giao dch, v h thng bo l
cung cp ti 70 triu th ra th trng.
Mt ci tin khc ca Starbucks l vic gii thiu ra th trng dch v
Starbucks Express, y l bc ci tin mang tch t pht nht t trc ti
gi da trn vic kt hp gia t hng trc tuyn v chuyn pht nhanh. Ti
60 ca hng ti khu vc Denver, khch hng c th t hng v thanh ton
trc thng qua trang web ca Stabucks Express, tt c c th thng qua in
thoi bng mt cuc gi, hay vi mt c click chut trc khi ti ca hng v
thc n ca h c thc hin xong v sn sng i h ti ca hng vi
mt ly c ph c in tn ca chnh khch hng.
Khng dng li , Starbucks tip tc n lc ci tin ca mnh vi
nhng i mi mnh m ti cc ca hng. H m rng v tng tc kt ni
internet ti cc ca hng ti hn 1200 khu vc kinh doanh ti bc M v chu
u. Starbucks gi y l d n mng wifi ln nht th gii vi vic cng tc
vi cc i tc bao gm Mobile International, nh cung cp mng khng dy
ca Deutsche Telekom v Hewlett Packard. y l tng nhm p ng
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nhu cu internet ca khch hng v internet khi ngi thng thc nhng ly c
ph Starbucks ti cc ca hng, h c th c e-mail, lt mng, ti nhng
bn nhc hay on phim yu thch m khng cn tr bt c chi ph g.
Nhng n lc i mi khng ngng v sn phm ca Starbucks gip
thng hiu cng ty ngy cng c khch hng nh gi cao nh mt
thng hiu lun tm cch p ng tt nht nhng nhu cu cng thay i tng
ngy.
i mi v hnh nh logo
Nhng thng hiu trc y tng thay i hnh nh logo ca mnh
u vp phi s ch trch ca d lun v nhng khch hng trung thnh, v
trng hp ca Starbucks gn y cng khng phi l mt ngoi l. Logo mi
ca thng ny b nhiu khch hng thn thit ch trch khng ngt v thit k
trn hn v b lun phn tn Starbucks, ci tn i theo thng hiu ny
trong sut hn 40 nm k t khi thng hiu c ph ny i.
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49%, 15% v 17% tng lng xut khu trong nm 2010 7. Cc nc trong
khu vc nh Trung Quc cng l khch hng tiu th ln c ph Vit Nam.
n v Indonesia l hai nc sn xut c ph ln Chu nhng hng
nm vn nhp khu c ph Vit Nam. Ring th trng Nga - mt th trng
c trin vng tiu th mnh v Vit Nam c quan h hp tc lu di nhng
xut khu c ph Vit Nam sang th trng ny cha ng k.
Bng 3.1: Mt s th trng nhp khu c ph chnh ca nc ta
t giai on 06/07 n 09/10
2009/2010*
2006/2007
2007/2008
2008/2009
(Thng 10
thng 3)
Khi
Khi
ln
Khi
Khi
TT Th trng ln
g Gi tr g Gi tr lng Gi tr lng Gi tr
(tri (nghn (tri (nghn (triu (nghn (triu (nghn
u
USD)
u
USD) mt USD) mt USD)
mt
mt
tn)
tn)
tn)
tn)
1 c
249 408.995 174 373.024
165 292.418
81 116.008
2 Hoa K
193 291.914 158 317.572
157 243.084
74 116.455
3 Ty Ban Nha
100 159.715 100 221.092
88 154.426
34 46.077
4 Italy
79 130.174
80 171.176
83 163.948
34 47.265
5 B
20 33.562
61 144.529
44
87.251
25 34.428
6 Nht Bn
35 57.532
44 99.789
50
86.768
25 38.935
7 Hn Quc
40 59.849
44 90.875
39
72.551
15 20.977
8 Php
44 72.589
37 79.558
37
66.545
7 9.633
9 Algeria
24 43.948
28 69.386
29
56.667
12 16.900
10 Anh
40 55.922
29 53.587
25
45.698
19 24.640
11 Nga
26 43.711
23 51.237
20
38.221
15 19.620
12 Malaysia
26 42.490
21 45.778
20
34.754
9 12.787
13 Trung Quc
16 24.227
14 28.730
16
29.457
9 12.496
14 Indonesia
45 68.370
3
6.371
4
5.569
19 25.725
7
55
15 Philippin
16 Thy S
Tng
17 27.590
10 16.857
9641.537.445
10 19.996
10 23.149
8361.795.849
13
19.660
9
18.047
799 1.415.064
9 11.198
18 23.245
405 576.389
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lm trong qu trnh m rng thng hiu ca mnh. Vic pht trin s lng
cc ca hng mt cch t v thiu kim sot, ch coi trng s lng khng
coi trng cht lng lm cho thng hiu ny tr nn m nht i vi
ngi tiu dng. l hnh nh v mt thng hiu thiu bn sc v c tnh,
cc sn phm khng khc bit so vi sn phm i tr ca th trng, nhng
ca hiu c ph c th bt gp ti bt c ni u vi chung mt thng hiu
Trung Nguyn nhng khng h c nt g chung nhn bit.
V trn tt c, Cng ty cn phi thc hin nghin cu th trng, ni
chuyn vi cc khch hng, cc i tc tip th hoc cc nh phn phi, v
nh gi cc sn phm cnh tranh vi sn phm mi. iu ny s gip cho
cng ty nh gi ng nhu cu hin ti i vi sn phm v xc nh knh
phn phi bn hng tt nht. Thm vo hy nh hnh cho thng ip
truyn i t sn phm ca cng ty. Nu cng ty thc hin mt cch nghim
ngt cc bc trn th dng sn phm mi s lm tng doanh thu, n gip cho
cng ty tip cn vi cc th trng mi v to nn th phn ln cho doanh
nghip ang pht trin ca bn. iu ny to tin cho Starbucks ni bt
trong chin lc m rng th trng ca mnh vi tnh cch rt a phng
ha. Cc hot ng kinh doanh ca tng a phng c cp cho mt mc
c lp cao qun l cc hot ng ca chnh h khi h thy ph hp.
Starbucks ch trng vo vic i mi cc nhn hiu hng u ca Starbucks,
c m rng vi s xut hin ca cc sn phm dnh cho ngi n king
(Diet Starbucks), nc ngt du (Cherry Starbucks), v nhng sn phm
tng t. Nim tin hng u ca Starbucks l s khc bit chnh gia th
trng M v cc th trng quc t l cp thm nhp thp hn cc th
trng quc t, cc th trng ny tiu th bnh qun u ngi ch bng
10-15% mc tiu th M. Starbucks tr thnh mt cng ty ton cu, tp
trung rt nhiu cc hot ng qun l v tip th ti cc tr s cng ty cc
th trng quan trng, tp trung vo cc thng hiu ct li ca cng ty, v
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KT LUN
Thng hiu v pht trin thng hiu ngy nay khng cn xa l vi
cc doanh nghip, tuy nhin vn cn mt khong cch kh xa v trnh lm
thng hiu ca cc doanh nghip hng u trn th gii v cc doanh nghip
Vit Nam. nc ta cc doanh nghip cha nhn thc y v thng hiu
dn n kh khn trong vic xy dng, gi gn uy tn v hnh nh thng hiu
cng nh pht trin thng hiu, thiu chin lc, thiu s u t chuyn su
cng nh thiu tnh chuyn nghip trong cng tc marketing ni chung v xy
dng uy tn thng hiu ni ring. Rt t doanh nghip nhn ra cc c im
tiu dng, nhu cu, th hiu... ca i tng khch hng mc tiu, do
khng c nh hng r rng cho vic pht trin sn phm v xy dng
thng hiu nhm tm ch ng cho thng hiu nhm tm ch ng cho
thng hiu ca mnh trn th trng.
Chnh v vy, xy dng thng hiu trc ht cn phi c bt u t
trong t duy v nhn thc, t chnh ha bo v c m ca ch thng hiu.
Mt doanh nhn c hoi bo ln, c c m s hu mt thng hiu mang
tm vc ton cu l bc u thnh cng cho qu trnh xy dng thng hiu.
Tuy nhin, xy dng thng hiu khng phi l vic ca ring gim c
thng hiu hay ca nhn vin chuyn trch no. Cn c nhn thc ng v
y v thng hiu trong ton th cn b lnh o v nhn vin trong
doanh nghip c th ra v thc thi c mt chin lc thng hiu
trn cc mt: xy dng, bo v, qung b v pht trin thng hiu.
Kha lun tp chung vo vic nghin cu cc l lun v thng hiu v
cc chin lc pht trin thng hiu v gn vi m hnh thc tin mang tn
Starbucks, qua rt ra cc bi hc qu bu cho cc doanh nghip c ph
Vit Nam trong qua trnh xy dng v pht trin thng hiu ca mnh.
Nn kinh t Vit Nam ngy cng h nhp mt cch su rng vi nn
kinh t th gii, th trng m rng cnh tranh gay gt l nhng h qu
theo sau. Tt c c s i hi nhng doanh nghip c ph Vit Nam phi tr
nn mnh hn sc cnh tranh vi cc doanh nghip trn ton cu v
mt trong nhng yu cu l pht trin thng hiu.
69
Americal.
8. Joseph A. Michelli, 2007, The Starbucks Experience, 1st Edition, MacGrawHill.
9. Kevin Lane Keller, 2001, Havard Business Review on Marketing, 1st
Edition, Harvard Business School Publishing Corporation, United States
of America.
70