{"id":788241,"date":"2023-02-11T21:37:11","date_gmt":"2023-02-11T21:37:11","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-satin-alma-sureci-nedir-onemi-5-asama\/"},"modified":"2023-04-25T15:03:17","modified_gmt":"2023-04-25T15:03:17","slug":"musteri-satin-alma-sureci-nedir-onemi-5-asama","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/musteri-satin-alma-sureci-nedir-onemi-5-asama\/","title":{"rendered":"M\u00fc\u015fteri Sat\u0131n Alma S\u00fcreci: Nedir, \u00d6nemi + 5 A\u015fama"},"content":{"rendered":"\n<p>\u0130nsanlar bir sat\u0131n alma i\u015flemi ger\u00e7ekle\u015ftirmeden \u00f6nce, her sat\u0131n alma i\u015flemine \u00f6zg\u00fc birka\u00e7 farkl\u0131 a\u015famadan ge\u00e7erler. \u0130\u015fletmeler genellikle m\u00fc\u015fterilere daha iyi yard\u0131mc\u0131 olmak ve bir b\u00fct\u00fcn olarak itibarlar\u0131n\u0131 ve sat\u0131\u015flar\u0131n\u0131 art\u0131rmak i\u00e7in bu a\u015famalar\u0131 anlamaya \u00e7al\u0131\u015f\u0131rlar. M\u00fc\u015fteri sat\u0131n alma s\u00fcrecini tart\u0131\u015fal\u0131m.<\/p>\n\n<p>M\u00fc\u015fterileri sat\u0131n alma s\u00fcrecinde en iyi \u015fekilde nas\u0131l y\u00f6nlendirece\u011finizi bilirseniz, m\u00fc\u015fteri ba\u011fl\u0131l\u0131\u011f\u0131n\u0131 art\u0131rabilir ve sizden tekrar sat\u0131n almalar\u0131n\u0131 sa\u011flayabilirsiniz.<\/p>\n\n<p>Bu blog, sat\u0131n alma s\u00fcrecinin a\u015famalar\u0131n\u0131 a\u00e7\u0131klamakta ve i\u015fletmeniz i\u00e7in neden \u00f6nemli oldu\u011funu tart\u0131\u015fmaktad\u0131r.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri sat\u0131n alma s\u00fcreci nedir?<\/h2>\n\n<p>M\u00fc\u015fteri sat\u0131n alma s\u00fcreci, bir m\u00fc\u015fterinin sat\u0131n alma karar\u0131 verirken att\u0131\u011f\u0131 ad\u0131mlar\u0131 ifade eder. Bir m\u00fc\u015fterinin bir ihtiyac\u0131 veya iste\u011fi fark etmesiyle ba\u015flayan ve m\u00fc\u015fterinin sat\u0131n ald\u0131\u011f\u0131 \u00fcr\u00fcn veya hizmetten memnun kalmas\u0131yla sona eren bir yolculuktur.  <\/p>\n\n<p>S\u00fcre\u00e7 genellikle birka\u00e7 a\u015famadan olu\u015fur ve bunlar<\/p>\n\n<ul>\n<li>Sorun tan\u0131ma<\/li>\n\n\n\n<li>Bilgi arama<\/li>\n\n\n\n<li>Alternatiflerin de\u011ferlendirilmesi<\/li>\n\n\n\n<li>Sat\u0131n alma karar\u0131<\/li>\n\n\n\n<li>Sat\u0131n alma sonras\u0131 de\u011ferlendirme.  <\/li>\n<\/ul>\n\n<p>Her a\u015fama, m\u00fc\u015fterinin \u00f6zel eylemleri ve kararlar\u0131 ile ki\u015fisel ihtiya\u00e7lar, tercihler ve d\u0131\u015f etkiler gibi \u00e7e\u015fitli fakt\u00f6rler taraf\u0131ndan tan\u0131mlan\u0131r.  <\/p>\n\n<p>M\u00fc\u015fteri sat\u0131n alma s\u00fcreci pazarlamada temel bir kavramd\u0131r \u00e7\u00fcnk\u00fc i\u015fletmelere m\u00fc\u015fterinin bak\u0131\u015f a\u00e7\u0131s\u0131n\u0131 anlamada ve onlara ula\u015fmak ve onlar\u0131 m\u00fc\u015fteriye d\u00f6n\u00fc\u015ft\u00fcrmek i\u00e7in etkili stratejiler geli\u015ftirmede yard\u0131mc\u0131 olur.<\/p>\n\n<blockquote class=\"wp-block-quote\">\n<p><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-guide\/\" target=\"_blank\" rel=\"noreferrer noopener\">M\u00fc\u015fteri yolculu\u011f<\/a> unun her temas noktas\u0131nda m\u00fc\u015fteri sat\u0131n alma s\u00fcrecini iyile\u015ftirmek i\u00e7in <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-guide\/\" target=\"_blank\" rel=\"noreferrer noopener\">M\u00fc\u015fteri Yolculu\u011fu Haritas\u0131n\u0131n<\/a> nas\u0131l olu\u015fturulaca\u011f\u0131na ili\u015fkin bu k\u0131lavuza g\u00f6z at\u0131n.<\/p>\n<\/blockquote>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri sat\u0131n alma s\u00fcrecinin \u00f6nemi<\/h2>\n\n<p>M\u00fc\u015fteri sat\u0131n alma s\u00fcreci i\u015fletmeler i\u00e7in \u00f6nemlidir, \u00e7\u00fcnk\u00fc onlara bir m\u00fc\u015fterinin sat\u0131n alma i\u015fleminden \u00f6nce ve sonra att\u0131\u011f\u0131 ad\u0131mlar\u0131 g\u00f6sterir. Burada, daha iyi anlaman\u0131z i\u00e7in sat\u0131n alma s\u00fcrecinin baz\u0131 kilit \u00f6nemlerini inceleyece\u011fiz:<\/p>\n\n<ul>\n<li>Sat\u0131n alma s\u00fcreci genel m\u00fc\u015fteri deneyimini iyile\u015ftirebilir ve m\u00fc\u015fterilerin sizden tekrar sat\u0131n alma ve arkada\u015flar\u0131na sizden bahsetme olas\u0131l\u0131\u011f\u0131n\u0131 art\u0131rabilir.<\/li>\n\n\n\n<li>M\u00fc\u015fteri sat\u0131n alma s\u00fcrecini anlamak, bir i\u015fletmenin m\u00fc\u015fterilere ula\u015fman\u0131n en iyi yollar\u0131n\u0131 bulmas\u0131na, \u00fcr\u00fcn geli\u015ftirme konusunda daha iyi kararlar almas\u0131na ve hatta m\u00fc\u015fteri hizmetlerini iyile\u015ftirmesine de yard\u0131mc\u0131 olabilir.<\/li>\n\n\n\n<li>M\u00fc\u015fteri sat\u0131n alma s\u00fcreci, i\u015fletmelere sat\u0131\u015f\u0131 engelleyebilecek t\u0131kan\u0131kl\u0131klar\u0131 veya engelleri belirleme ve bunlar\u0131 gidermek i\u00e7in uygun \u00f6nlemleri alma konusunda da yard\u0131mc\u0131 olabilir.<\/li>\n\n\n\n<li>M\u00fc\u015fteri sat\u0131n alma s\u00fcrecini anlamak, i\u015fletmelere sat\u0131\u015flar\u0131 art\u0131rma ve m\u00fc\u015fteri memnuniyetini geli\u015ftirme konusunda yard\u0131mc\u0131 olabilir.<\/li>\n<\/ul>\n\n<p>Ve son olarak, m\u00fc\u015fteri sat\u0131n alma s\u00fcrecini anlamak, rekabet\u00e7i kalmak ve b\u00fcy\u00fcmek isteyen her \u015firket i\u00e7in \u00f6nemlidir.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri sat\u0131n alma s\u00fcrecinin 5 a\u015famas\u0131<\/h2>\n\n<p>\u015eimdi sat\u0131n alma s\u00fcrecindeki en \u00f6nemli be\u015f a\u015famaya ve markan\u0131z\u0131 m\u00fc\u015fterilerinizin akl\u0131nda tutmak i\u00e7in her ad\u0131mda ne yapman\u0131z gerekti\u011fine bakal\u0131m:<\/p>\n\n<ol>\n<li>Sorun tan\u0131ma<\/li>\n<\/ol>\n\n<p>Sorun tan\u0131ma genellikle m\u00fc\u015fteri sat\u0131n alma s\u00fcrecinin ilk ve en \u00f6nemli ad\u0131m\u0131 olarak g\u00f6r\u00fcl\u00fcr. Bir sorun ya da ihtiya\u00e7 tespit etmeden sat\u0131n alma yapmak m\u00fcmk\u00fcn de\u011fildir. \u0130htiya\u00e7, a\u00e7l\u0131k veya susuzluk gibi ki\u015finin i\u00e7inde veya d\u0131\u015f\u0131nda bir \u015feyden kaynaklanm\u0131\u015f olabilir (reklam veya kulaktan kula\u011fa yay\u0131lma gibi).<\/p>\n\n<ol start=\"2\">\n<li>Bilgi arama<\/li>\n<\/ol>\n\n<p>Bir sorunu veya ihtiyac\u0131 belirledikten sonra, bir m\u00fc\u015fteri en iyi \u00e7\u00f6z\u00fcm\u00fcn ne oldu\u011funa inand\u0131\u011f\u0131n\u0131 belirlemek i\u00e7in bilgi arama a\u015famas\u0131na ge\u00e7ebilir.  <\/p>\n\n<p>Al\u0131c\u0131, ana sat\u0131n alma karar\u0131yla ilgili bilgi kaynaklar\u0131n\u0131 bulmak ve de\u011ferlendirmek i\u00e7in i\u00e7 ve d\u0131\u015f i\u015f \u00e7evrelerini ara\u015ft\u0131r\u0131r. M\u00fc\u015fteriniz yaz\u0131l\u0131, g\u00f6rsel, \u00e7evrimi\u00e7i veya a\u011f\u0131zdan a\u011f\u0131za yay\u0131lan kaynaklardan bilgi edinebilir.<\/p>\n\n<ol start=\"3\">\n<li>Alternatiflerin de\u011ferlendirilmesi<\/li>\n<\/ol>\n\n<p>Bireyler bu a\u015famada farkl\u0131 \u00fcr\u00fcnleri alternatif \u00fcr\u00fcn \u00f6zelliklerine g\u00f6re de\u011ferlendirecektir. M\u00fc\u015fterinin tutumu bu a\u015famada \u00f6nemli bir fakt\u00f6rd\u00fcr. De\u011ferlendirme s\u00fcrecini etkileyen bir di\u011fer fakt\u00f6r de kat\u0131l\u0131md\u0131r.  <\/p>\n\n<p><em>\u00d6rne\u011fin, m\u00fc\u015fterilerin tutumlar\u0131 ve kat\u0131l\u0131mlar\u0131 olumluysa, birka\u00e7 \u015firketi veya markay\u0131 de\u011ferlendireceklerdir. Olumsuz olmas\u0131 halinde sadece bir \u015firket veya marka de\u011ferlendirmeye al\u0131nacakt\u0131r.<\/em> <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-map\/\" target=\"_blank\" rel=\"noreferrer noopener\">M\u00fc\u015fteri Yolculu\u011fu<\/a> boyunca m\u00fc\u015fterinizin duygular\u0131n\u0131 takip edebilirsiniz.<\/p>\n\n<ol start=\"4\">\n<li>Sat\u0131n alma karar\u0131<\/li>\n<\/ol>\n\n<p>Sat\u0131n alma karar\u0131, be\u015f m\u00fc\u015fteri sat\u0131n alma a\u015famas\u0131n\u0131n ortas\u0131nda ger\u00e7ekle\u015fir. M\u00fc\u015fteri \u00e7e\u015fitli se\u00e7enekleri de\u011ferlendirmi\u015f, maliyeti ve \u00f6demeyi anlam\u0131\u015f ve sat\u0131n al\u0131p almayaca\u011f\u0131na karar vermektedir. Evet, bu noktada h\u00e2l\u00e2 ayr\u0131lmaya karar verebilirler.<\/p>\n\n<p>Bu noktada m\u00fc\u015fterilerin bir g\u00fcvenlik hissine ihtiyac\u0131 vard\u0131r. Ayr\u0131ca, onlar\u0131 en ba\u015fta buraya getiren sorunun da hat\u0131rlat\u0131lmas\u0131 gerekiyordu.<\/p>\n\n<p>Ve e\u011fer bir m\u00fc\u015fteri ayr\u0131lmaya karar verirse, geri gelmelerini sa\u011flamak i\u00e7in en iyi zaman budur. \u0130\u015finize ba\u011fl\u0131 olarak bu, \u015f\u00f6yle diyen bir e-posta kadar basit bir \u015fey olabilir.  <\/p>\n\n<p><strong><em>&#8220;Hey, moda tasar\u0131m\u0131m\u0131zla ilgileniyordunuz!&#8221;<\/em><\/strong><\/p>\n\n<p>M\u00fc\u015fteri sizden sat\u0131n almaya zaten karar vermi\u015ftir, bu nedenle s\u00fcreci onlar i\u00e7in kolayla\u015ft\u0131rman\u0131z gerekir. \u00d6demeleri i\u015flemek i\u00e7in kulland\u0131\u011f\u0131n\u0131z yaz\u0131l\u0131m yava\u015fsa, \u015firketten ayr\u0131l\u0131p bir rakibe gidebilirler.<\/p>\n\n<ol start=\"5\">\n<li>Sat\u0131n alma sonras\u0131 de\u011ferlendirme<\/li>\n<\/ol>\n\n<p>M\u00fc\u015fteri sat\u0131n alma s\u00fcrecinin son a\u015famas\u0131nda, al\u0131c\u0131lar beklentileriyle kar\u015f\u0131la\u015ft\u0131rma yapar ve ya tatmin olur ya da tatmin olmaz. Sonu\u00e7 olarak, bu a\u015famalar m\u00fc\u015fteriyi elde tutmak i\u00e7in \u00f6nemlidir.  <\/p>\n\n<p>Ayn\u0131 \u015firketten gelecekteki sat\u0131n al\u0131mlar i\u00e7in bilgi arama ve alternatif de\u011ferlendirme a\u015famalar\u0131n\u0131 etkileyebilir. Memnun m\u00fc\u015fteriler, Bilgi arama ve alternatifleri de\u011ferlendirme a\u015famalar\u0131n\u0131 atlayarak markan\u0131za sad\u0131k kalacakt\u0131r.<\/p>\n\n<p>M\u00fc\u015fteriler genellikle memnuniyetlerine g\u00f6re \u00fcr\u00fcn yorumlar\u0131 b\u0131rak\u0131rlar. \u015eirketler, m\u00fc\u015fterilerin ilgisini \u00e7ekmek ve verimlili\u011fi en \u00fcst d\u00fczeye \u00e7\u0131karmak i\u00e7in sat\u0131n alma sonras\u0131 ileti\u015fimi dikkatli bir \u015fekilde olu\u015fturmal\u0131d\u0131r. Web sitesi, sosyal medya ve a\u011f\u0131zdan a\u011f\u0131za yay\u0131lan yorumlar bunlara \u00f6rnektir.<\/p>\n\n<h2 class=\"wp-block-heading\">QuestionPro CX m\u00fc\u015fteri sat\u0131n alma s\u00fcrecine nas\u0131l yard\u0131mc\u0131 olur?<\/h2>\n\n<p>QuestionPro CX, i\u015fletmelerin m\u00fc\u015fteri geri bildirimlerini toplamas\u0131n\u0131, analiz etmesini ve bunlara g\u00f6re hareket etmesini sa\u011flayan m\u00fc\u015fteri deneyimi y\u00f6netim yaz\u0131l\u0131m\u0131d\u0131r. VoC i\u00e7in M\u00fc\u015fteri Yolculu\u011fu Y\u00f6netimi, geri bildirim formlar\u0131 ve i\u015fletmelerin \u00fcr\u00fcnlerini, hizmetlerini ve genel m\u00fc\u015fteri memnuniyetini iyile\u015ftirmelerine yard\u0131mc\u0131 olacak analizler gibi ara\u00e7lara sahiptir.<\/p>\n\n<p>QuestionPro CX, i\u015fletmelerin m\u00fc\u015fterilerden geri bildirim ve i\u00e7g\u00f6r\u00fc toplamas\u0131na olanak <strong>tan\u0131yarak<\/strong> m\u00fc\u015fteri sat\u0131n alma s\u00fcrecinin <strong>sorun tan\u0131ma<\/strong> a\u015famas\u0131nda yard\u0131mc\u0131 olur ve m\u00fc\u015fterilerin \u00fcr\u00fcnler veya hizmetler hakk\u0131nda nas\u0131l <strong>bilgi ar <\/strong>ad\u0131klar\u0131n\u0131 ara\u015ft\u0131rmalar\u0131na yard\u0131mc\u0131 olur.<\/p>\n\n<p>QuestionPro CX, m\u00fc\u015fterilerin de\u011ferlendirme tercihleri ve s\u00fcre\u00e7leri hakk\u0131nda geri bildirim toplayarak <strong>alternatiflerin de\u011ferlendir<\/strong> ilmesine yard\u0131mc\u0131 olur; bu geri bildirimler, i\u015fletmenin tekliflerini ve m\u00fc\u015fterinin de\u011ferlendirme s\u00fcrecindeki deneyimini iyile\u015ftirmek i\u00e7in kullan\u0131labilir.<\/p>\n\n<p>Bir i\u015fletme QuestionPro CX&#8217;i kullanarak m\u00fc\u015fterilere <strong>sat\u0131n alma kararlar\u0131n\u0131 <\/strong>etkileyen fakt\u00f6rleri soran bir anket d\u00fczenleyebilir ve sat\u0131n alma i\u015flemini ger\u00e7ekle\u015ftirebilir. Ayr\u0131ca, m\u00fc\u015fteri yolculu\u011fu haritan\u0131z\u0131 olu\u015fturabilir ve t\u00fcm temas noktalar\u0131 \u00fczerinden y\u00f6netebilirsiniz.<\/p>\n\n<p>Son olarak, m\u00fc\u015fterilerden sat\u0131n alma sonras\u0131 deneyimleri hakk\u0131nda geri bildirim alarak sat\u0131n alma <strong>sonras\u0131 de\u011ferlendirme<\/strong> a\u015famas\u0131nda yard\u0131mc\u0131 olur; bu, geli\u015ftirme alanlar\u0131n\u0131 ke\u015ffetmek ve m\u00fc\u015fteri memnuniyetini art\u0131rmak i\u00e7in kullan\u0131labilir.<\/p>\n\n<h2 class=\"wp-block-heading\">Sonu\u00e7<\/h2>\n\n<p>Bu be\u015f a\u015fama sayesinde, m\u00fc\u015fterinizin bir \u015fey sat\u0131n al\u0131rken akl\u0131ndan neler ge\u00e7ti\u011fi hakk\u0131nda daha iyi bir fikre sahip olabilirsiniz. M\u00fc\u015fterilerinizin ne d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcn\u00fc anlamak i\u00e7in onlar\u0131 bir rehber olarak kullan\u0131rsan\u0131z ve daha sonra \u00f6\u011frendiklerinizi di\u011fer pazarlama \u00e7abalar\u0131nda kullan\u0131rsan\u0131z \u00e7ok yararl\u0131 olabilirler.<\/p>\n\n<p>QuestionPro, m\u00fc\u015fteri sat\u0131n alma s\u00fcrecinizde size yard\u0131mc\u0131 olabilir. QuestionPro, sat\u0131n alma s\u00fcreci boyunca m\u00fc\u015fteri geri bildirimlerinin ve i\u00e7g\u00f6r\u00fclerinin toplanmas\u0131na yard\u0131mc\u0131 olarak i\u015fletmelerin m\u00fc\u015fteri deneyimini etkileyen sorunlar\u0131 belirleyip ele almalar\u0131na ve \u00fcr\u00fcn ve hizmetlerini iyile\u015ftirmelerine yard\u0131mc\u0131 olabilir.<\/p>\n\n<p><strong>M\u00fc\u015fterinizin yolculu\u011funu takip etmeye ba\u015flay\u0131n.  <\/strong>QuestionPro, mevcut en geli\u015fmi\u015f m\u00fc\u015fteri deneyimi ara\u00e7lar\u0131ndan baz\u0131lar\u0131n\u0131 sunar. QuestionPro CX&#8217;i hemen kullanarak m\u00fc\u015fterilerinizin duygu ve d\u00fc\u015f\u00fcnceleri hakk\u0131nda de\u011ferli bilgiler edinin.<\/p>\n\n<p class=\"has-text-align-center\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=blog\" target=\"_blank\" rel=\"noopener\">\n  <button>\u00dcCRETS\u0130Z DENEME<\/button>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u0130nsanlar bir sat\u0131n alma i\u015flemi ger\u00e7ekle\u015ftirmeden \u00f6nce, her sat\u0131n alma i\u015flemine \u00f6zg\u00fc birka\u00e7 farkl\u0131 a\u015famadan ge\u00e7erler. \u0130\u015fletmeler genellikle m\u00fc\u015fterilere daha [&hellip;]<\/p>\n","protected":false},"author":41,"featured_media":778890,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1192,1187],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>M\u00fc\u015fteri Sat\u0131n Alma S\u00fcreci: Nedir, \u00d6nemi + 5 A\u015fama<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri sat\u0131n alma s\u00fcrecinin be\u015f a\u015famas\u0131 vard\u0131r. 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