SAMENVATTING PRESENTATIE Jochen Schröder Office Depot is the largest reseller of office supplies worldwide. In Europe Office Depot is active on the market in 11 countries with 3 business channels and 4 order channels. Within the Mail Order oriented channel there are more than 2,5 Mio active customers. Office Depot has implemented a coherent contact strategy with individual offers, customized pricing and selective promotions in a frequency that maximizes the share-of-wallet and the profitability of customers. Over the last couple of years Office Depot achieved with a 1-to-1 touch consistent Pan European processes and procedures, which allow us to develop and strengthen our Business Models quickly through the markets. Learning: Discover how: OD organized and integrated an information platform OD gets the maximum from exchangeable processes across Europe OD ranks customers with a multi dimensional segmentation approach OD assigns most efficient and profitable contact strategy to different customers OD manages campaigns with SAS MA4