The buch.de internet stores AG is an online book and media retailer based in Munster. The buch.de decided to modernise its Customer Relationship Management (CRM) department from the ground up. They needs high-level requirements of the new CRM architecture. They wanted a highly automated contact and customer management solution that would also enable multi-wave, highly personalised mailings to specific customer segments. They chose IBM to overcome these challenges. The intuitive user interface of IBM Unica reduces the development time for premium marketing campaigns. A high-level of automation enables more efficient and targeted selections of recipients, even when working with millions of target addresses, reducing campaign costs, significantly improves response rates and increases company profits promotes customer retention.