Introduction
Nowadays, we can found that many of the company and organization use the programme of customer relationship management (CRM) to automate the marketing, selling and service functions of business. According to Buttle(2009), the definition of customer relationship management is the core business strategy that integrates internal processes and functions, and external network, to create and deliver value to targeted customers at a profit. It is grounded on high quality customer-related data and enabled by information technology. In the following of this passage, we would show more detail about the practicing of customer relationship and technologies are used to enhance the achievement of marketing, sales and services objectives. It involves the stage of customer acquisition, retention and development, whilst simultaneously supporting broader organizational goals. We also can say that customer relationship management is about how to retain the relationship between the organization and consumer or supplier and customers. Thus, organization has to deeply understand about the details and information of customers to increase the profit. So, developing and maintaining the relationship with customers are so important.
Meanwhile, we are using Jusco as our company reference. ÆON CO. (M) BHD. (formerly known as Jaya Jusco Stores Bhd.) is a leading retailer in Malaysia. The Company was incorporated on 15 September 1984. It was set up in response to the Malaysian Dato' Seri Dr. Mahathir's invitation to ÆON Japan to help modernise the retailing industry in Malaysia. It can help to improve the country's economic growth. Before that, in 1983, Dr. Mahathir visited Tokyo and discussed the proposition of bringing the Jusco name to Malaysia with the Jusco Co., Ltd. President, Mr. Takuya. At the end, the proposition was accepted. Jaya Jusco was invited to set