The mail-order firm Schwab Versand is one of the few remaining general mail-order firms and a subsidiary of Otto Versand. Today, the Schwab Group is made up of both general and specialized mail order companies. The companies concerned use both the classic catalog mail-order service and the Internet to sell their goods. Schwab targets all age groups, the focus of all its activities being strong customer orientation.
On the basis of this customer orientation we set up a special CRM project: A communication program for its best customers, whereby Schwab did not only secure the sales of its best customers, but also their loyalty to the firm. The aim was to enhance the service offered to these valued customers and bind them to Schwab.