<![CDATA[Information  and  communication  technology  is  growing  rapidly  nowadays.  Many companies have already made use of information and communication technology to support performance and achievement of corporate objectives. To meet the customer needs according to the mission of the company and improve company’s competitiveness, it is necessary to develop an effective customer relationship management system. The customer relationship management system developed should be able to fulfill company’s needs of acquiring new customers, enhancing customer profitability, and retaining the existing relationship. The research uses literature, interviews and direct observations on PT Pancaran Aneka Motor. Customer relationship management application is developed with the Visual Basic .NET based programming language. The result of the research is customer relationship management information system which aims to assist the company in acquiring new customers, enhancing customer relationship, and retaining it with customers’ information management, complaints management, complaint responses handling, service booking, regular service reminder, and reports which are able to assist the management in decision making. The conclusion obtained from this research is the customer relationship management system application provides the simplicity in conducting the customer relationship management process.]]>
