... Retailing and Consumer Services, Vol.10,pp.81 -94 .[11]Galbreath,J,Rogers,T., 199 9. Customer relationship leadership.TQMMag.11(3),161-171[12]Grareis,R.,Huemann,M.,2000.Project management competencesintheproject-orientedorganization.In:Turner,J.L.,Simister,S.J.(Eds),TheGowerHandbookofProject Management. Aldershot,Gower,pp.7 29- 731.[13]Goodhue,D.L.,Wixom,B.H.,Watson,H.J.,2002.RealizingbusinessbenefitsthroughCRM:hittingtherighttargetintherightway.MISquart.Exec.1(2), 79- 94.[14]Greenberg,P.,2002.CRMatthespeedofLight:Capturing and keepingcustomersintheInternetRealTime,seconded.MCGraw-Hill,Berkeley,London.REFERENCES ... Retainingexistingcustomers and discoveringnewones• Buildinga relationship withyour customer • IncreasetheCRMsysteminVinaPhone23ENHANGCING CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PRACTICE FOR SERVICE ... Eachareahastheirownsystem,tracking and keepingrecordsondifferentsoftware• Management doesnothaverealtimeperformanceinformation• Customer Servicedoesnothave marketing information for crosssellopportunties.• Salesdoesnothaveeasyaccesstoclientrecords•...