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