In the increasingly competitive electronics retail industry, “having good products” is not enough - businesses need to effectively manage customers, personalize care and track the purchase journey. One of the Vietnamese enterprises that has done this very well is Thien Nam Hoa Electronics Supermarket (Formerly Thien Hoa Electronics) - a large electronics supermarket chain with more than 20 years of operation, has deployed CRM to build a modern and sustainable sales - care - after-sales system.

This article will analyze how Thien Nam Hoa applies CRM, why CRM is the "backbone" in electronics retail, and how GTG CRM can help small and medium-sized enterprises achieve similar results.

What is CRM and why is it important in the electronics retail industry?

CRM (Customer Relationship Management) is a system that helps businesses store, analyze and manage customer information, from the stages of approaching - consulting - purchasing - after-sales care sale.

For the electronics industry, CRM is not only a tool to save customer names and phone numbers, but also a "living memory" of the business:

• Record the entire transaction history and product warranty.
• Track whether customers buy on installments or exchange products.
• Remind warranty schedules and promotions at the right time.
• Personalized care: send incentives to customers who have purchased refrigerators, TVs or air conditioners.

CRM helps increase revenue from old customers, reduce costs of finding new customers, and help sales and customer service teams coordinate more effectively.

See more: GTG CRM: Customer management solution to increase loyalty and optimize sales efficiency

Introduction to Thien Nam Hoa

Thien Nam Hoa is an electronics supermarket chain founded in 2001 in Ho Chi Minh City, specializing in selling TVs, refrigerators, washing machines, air conditioners, phones, household appliances and information technology minh.

This brand is known for its slogan “Dedicated service - Outstanding value”, with a system of more than 10 centers nationwide.

However, as the customer base grows, Thien Nam Hoa faces many challenges:

• Customer data is scattered among many departments
• It is difficult for sales staff to track each customer's transaction history
• It is difficult to classify loyal customers or new customers
• Unable to measure the effectiveness of after-sales care

To solve this, they started applying the CRM (Customer Relationship Management) system - an important turning point to help standardize the process and improve the customer experience.

How Thien Nam Hoa applies CRM to electronics retail operations

After implementing CRM, Thien Nam Hoa digitized the entire customer process, from the time they visited the store until receiving after-sales service.

1. Centralize customer data on one platform

Previously, each branch managed customers separately, causing data duplication and inaccuracy.

CRM helps Thien Nam Hoa gather all information (name, phone number, purchase history, selected products, warranty date, customer service feedback) in one place.

→ Helps employees easily look up and personalize advice: "I just bought a Panasonic washing machine last month, there is currently a preferential combo program for refrigerators of the same brand."

2. Customer segmentation & care program

CRM groups customers by purchase value, purchase frequency, or behavior.

Example:

• Loyal customers → receive periodic maintenance promotion emails.
• New customers → receive user manual + discount coupon for next purchase.
• Business customers → have a dedicated sales team to track contracts and issue electronic invoices.

→ This helps increase the rate of return purchases and improve the experience.

3. Track and measure sales staff performance

Thanks to CRM, the management knows:

• Which staff has the highest sales.
• Which customers have not been contacted back.
• Which products are selling well / are in stock for a long time.

Automatic reports help Thien Hoa adjust sales plans and promotions flexibly.

4. After-sales & automatic warranty reminders

CRM integrates warranty reminders, calls / sends automatic messages when the warranty is about to expire. This helps Thien Hoa keep in regular contact with customers and create a professional impression.

Customers are more satisfied, willing to introduce friends, creating a natural ripple effect.

Lessons for small and medium enterprises (SMEs)

The case of Thien Nam Hoa shows: Not only large enterprises need CRM.

Any shop, electronics store, furniture store, or service business should start with CRM to:

• Synchronously manage customers.
• Store transaction history.
• More effective care and upsell.
• Reduce information loss when employees leave.

The key point: CRM is not software, but a smart customer service strategy.

GTG CRM - A streamlined CRM solution for retail businesses

If Thien Nam Hoa has succeeded thanks to the CRM system, GTG CRM is the platform that helps you do the same - but faster, easier, and more cost-effectively.

1. Multi-channel CRM & centralized storage

GTG CRM automatically saves customer information from multiple channels such as Facebook, landing page, ... in one place .

Here, you can view interaction history, customer information and classify customers by group.

2. Electronic invoices & product management

GTG CRM allows you to manage all products on a single dashboard, you can easily track which customers are buying which products from you.

When customers place an order, GTG CRM allows creating and exporting electronic invoices right on the system, making the sales process clearer and more transparent.

3. Automation Workflow - Automatic Customer Care automatically

Set up an automatic process like:

After the customer purchases → send a thank you email → remind the warranty schedule after 6 months → send a promotion for the same product type.

Everything happens automatically, no manual operation required.

4. AI Assistant - Smart Virtual Assistant

AI in GTG CRM can answer questions like: “How many new orders are there this week?”, “Which customers are about to expire their warranty?”, “Which group should I send offers to?”, “How much revenue is this month”, … and many other questions and more.

AI not only answers but also suggests the next step, helps you take care of customers more proactively.

Conclusion

Thien Nam Hoa's story shows: There are no small customers, only businesses that have not managed their customers well. CRM helps electronics businesses understand customers, serve them at the right time, according to their needs - thereby increasing revenue and retaining long-term buyers.

And with GTG CRM, you can completely build a system like Thien Hoa - easy to use, smart and integrated with AI from the start.