Project implementation, actions taken
Implement Europe-wide multi-channel customer relationship management - Implement at European level a multichannel customer relationship management

Given the nature of the operation, as described above, it is not possible to describe the progress of each project in the portfolio. Instead, the chronology of the definition and implementation of the main systems and methods for managing and bringing to fruition all thirty projects, as well as their content, are described. In line with this approach, the following chronological elements have been selected:

• January 2010: launch of the first projects;

• September 2010: definition of guiding principles for the mapping of existing processes;

• 2011: mapping of existing processes;

• January 2012: start of the definition of target processes...