Efficient customer communication is the key to achieving sales results. The XCRM enables easy planning and execution of marketing campaigns. Using segmentation, you can accurately define your target groups, set the objectives of your marketing campaign and forecast the ROI.


In the XCRM system,you can perform the following campaigns:

  • »acquisition«-campaigns: acquisition of new customers
  • »up-sell«-campaigns: sales promotion for existing products/services
  • »cross-sell«- campaigns: sales promotion for complementary products/services
  • »retention«- campaigns: maintaining customer loyalty
  • »recovery«- campaigns: campaigns with the aim to win back former customers

The execution of the communication campaign is simple and easily manageable. There are various tools available allowing:

  • Customer segmentation
  • Definition of the target group
  • Planning of the marketing campaign
  • Clear graphic processing
  • Flexible time settings
  • Continuous monitoring of the campaign
  • »Real time« analysis of the results with the option to change the settings even during the course of the campaign
  • Tracking the efficiency of the campaign - ROI


The XCRM provides a comprehensive solution to performing marketing campaigns. On the basis of thetarget group selected, you design an appropriate offer that is adapted to customer needs. You select an appropriate address for the campaign, define the objectives and then track the progress and the results of the campaign.

Preparing a marketing campaign

The process includes the preparation of all data regarding the target group, the addressing of the customers, the budget and the desired results.

Executing the campaign and monitoring itsprogress

A continuous monitoring of the campaign progress and a simultaneous tracking of its results while it runs allow an adaptation of the parameters and settings necessary for its maximum efficiency (ROMI).

Evaluation of the campaign

Learning from previous experience is important to plan the future successfully. The XCRM allows a data analysis for the performed marketing campaign, enabling you to determine whether the results of the campaign match the expectations and whether the end budget matches the planned budget.


The XCRM uses twodifferent campaign types:

General campaigns

General campaigns are aimed at all existing and potential customers, and include advertising that usually runs in the mass media. The efficiency of the campaign can be evaluated on the basis of the financial results of the advertised product or service.

Direct campaigns

A direct campaign in most cases utilizes the communication channels of SMS or e-mail. It is aimed at individual customers and groups of customers with common characteristics with the highest probability to buy the advertised product/service. Typically, they convey precise information on the service in a personalized way.


The XCRM system allows the use of the following communication channels:

  • SMS: send an SMS to existing or potential customers
  • E-mail: send e-mails to existing or potential customers
  • Printed releases: the printing of personalized messages
  • Addressing by telephone: a call center is used as the link to address the customers belonging to the target group
  • Website: personalized banners are displayed on the private portals of customers belonging to the target group
  • Mailing: a postal operator is used as the link to supply the customers from the target group with printed advertising materials
  • Advertisements in the media can either be directed at a targeted audience or serve as a general boost for the brand image
  • Social networks: an interface relays the message to Twitter or Facebook

The campaigns address the target groups through various communication channels. One or several communication channels can be used. The communication channels are selected with respect to the type of campaign and the desired target group.


The XCRM allows an interactive design of messages to customer. The user just needs to put together a template with language variations and save it for future use. The form of this message is determined/limited by the type of campaign, communication channel and the planned target audience. There are two main methods available to design messages:

Active communication

Active communication means an individual personal message aimed at the target customer. The response rate is evaluated by counting customers who displayed interest in the advertised product/service, based on the message received.

Passive communication

In passive communication, mass media (TV, radio, print, billboards, etc.) are utilized, as such messages usually are aimed at the wider public. In passive campaigns there is particular emphasis on phone calls from customers who call the company to receive further information. Each phone call is logged in the XCRM system and the customer can then be actively included in the campaign. The efficiency of a campaign using mass media is usually measured through the increase of interest in the advertised product/service.

Communication with reward

In this campaign, messages with various conditions to get a reward can be designed. The reward can be a present, a credit or a bonus for the customer who fulfils certain conditions.


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