Columbus (3) found that within the customer service arena, one CRM capability in particular demonstrated the greatest impact on profit improvement -- customer service execution.

Integration into Overall Marketing Strategy

SAP seeks to improve global campaigns' effectiveness at generating qualified sales leads, and to do so at lower cost per lead and greater speed over the Internet. To accomplish this SAP conducts an internal evaluation of its Marketing practices and uncovers the following problems during one of its marketing audits:

Regions often choose irrelevant communication tactics for the campaign goal or target customer and these tactics often end up on specific countries' websites.

Regions may sequence communications and target interactions ineffectively.

Regions often fail to share best practices across borders, leading to repetition of common mistakes.

Regions may experience difficulty translating campaign themes into local marketing messages, leading to globally inconsistent messages.

Moreover, Central Internet Marketing finds that regional groups...
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