Dominated by the concept of customer relationship management, customer wants and needs, allowing the process of applying customer relationship management, customer value management, and customer classification, knowing that the concepts of customer acquisition-retention, customer loyalty dominant phenomenon, customer complaints management, enabling technology that can choose the appropriate knowledge in the implementation process, competence in the process of data collection is to educate individuals with relationship marketing.

The process of customer relationship management, customer demands and needs of the customer type and behavior of components of CRM, customer value management, customer satisfaction, satisfaction, and loyalty programs, customer complaint management, CRM and information technology, CRM to critical approach.