Sample Essay

Perhaps the most innovative feature is DHL Interactive, which allows the customer to mention their specifications online and DHL designs the product and service that best fits their needs. It is an excellent example of online customer relations management at DHL which gives the customers information regarding to the time, cost and shipment details online (DHL International GmbH, 2009).

Additionally, DHL has partnered with online companies such as SalesForce.Com to implement better CRM practices and have a launching pad from where to start their CRM activities (CRM Today, 2008). Furthermore, DHL have successfully created a Unified Global Customer Relations Management System, using Oracle (Oracle, 2009).

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