Business Intelligence

Efficient Customer Relations Thanks to a Personalized Service

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Executive Summary

More than 40 million members of the Bertelsmann book and music clubs in 22 countries around the world place several tens of thousands of orders every hour. Gaining new customers, keeping customers longer and increasing sales per customer are the most important business goals of Bertelsmann Clubs. The DirectGroup Bertelsmann is developing the systematic management of its customer relations with the help of the Interaction Center (IC).For this they chose SAP. Data on book and music club members is processed using SAP Business Information Warehouse (SAP BW), the proven information warehouse solution within mySAP Business Intelligence (mySAP BI), and translated into greater business success using the Interaction Center of SAP.

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