As a result, CRM can analyze these segments at any time from different angles using filters that include dates, country of origin, or order value. I've also introduced new metrics and performance indicators like retention rate by segment and placed them into this dashboard to help evaluate each segment's progress over time. This process innovation was successful because it was customer-centric. The impact on customer satisfaction was significant. It also allowed the company to better retain loyal, most profitable customers and reduce time and money spent on unprofitable ones. It also produced quantifiable results. After the project began, website traffic from direct marketing increased by more than 30% and the conversion rate improved by 45% in the first month alone. This tool is on track to increase revenue by approximately 8% by December 2016 and is currently being replicated in other subsidiaries of