In an effort to broaden the scope of it's luxury products, L'Oreal decides to implement a "company wide Customer-Relations-Management" to focus on it's cutomers with the"Pilot" starting in China. Also, L'Oreal is working with Siebel undera contract with Microsoft to create a database that stores cutomer information. This CRM approach is helping to establish greater customer loyalty due to more precise targeting and direct mail increase.Overall, L'Oreal is gaining an extensive view of customers through the
web , email messaging and it's customer contact center.
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