kkClassic Airlines is confronting several issues that are affecting the company. Classic Airlines can use all this issues and declining number into a marketing plan to revamp its rewards program problem and growth in the airline industry. Classic Airlines have one of the best CRM program but is not using the system accurate, it’s utilizing like an operations told and not customer base. Classic Airlines is focusing more on the time with the customer that in their needs. Classic Airlines is not taking full advantage of every customer touch point and that is why the data collected is incomplete and inaccurate. Classic Airlines has the opportunity to use the CRM system with the web and phone channel into a tool that offers operations and customer centric base. CRM program need to use to get the right data, with this information Classic Airless can increase the customer satisfaction, customer relationship and implement new marketing strategic and campaign to growth in the industry. The marketing strategies that Classic Airlines choose are really important and can attract back its loyal customers and new customers “Marketing is an organization function and a set of processes for creating, communication, and delivering the value to customers and for managing customer relationships in ways that benefits the organization and its stakeholders” (Kerin,Hartley, Berkowitx & Rudelius 2005) . Using the CRM can give a good advantage in the marketing area. Some of the shareholder made have been using this CRM information the wrong and have a different philosophy of what the system can really provide to the company also they seem to think that this system is not going to help in getting new and old customer back. Another problem that Classic Airless is confronting is the employee moral that because of negative media have been affected severely. The change in the CRM system can improve the employee’s morale because employees will be able to serve the clients through either channel...