Costumer relationship management concerns the relayisonship between the organization and its customers. Successful organizations to b build customer relationship is determine mutually satisfying goals between organization and customers. Complaint resolution is thus an important element of the company’s customer loyality and negative effect caused by the initial service failure has a negative impact on satisfaction with complaint resolution and customers loyalty. When a customer complain, PT.Solusindo Teknology Persada should always offer them a soluction to the problem. If the company cannot directly fix the problem. Offer them something else to try and keep them satisfied. Customer relationship management (CRM) enables instant market research as well opening the lines of communications with your customers gives you direct constant market reaction to your product, service and performance, for beter than any market survey. Kata kunci : CRM, loyalitas, kepuasan, pelanggan