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Transcripción del abstract original del autor: As deregulation of the energy industry continues to expand toward the future, Japanese city gas companies will need to maintain their existing relations with customers by differentiating themselves in their strong area of customer service and through company-wide reforms that center around CRM, in addition to competing on the basis of pricing. Now, how should Japanese city gas companies proceed with reinventing themselves with the use of CRM at theirs center? We believe that what’s important for development of a CRM scheme is not to simply implement IT capabilities but rather an approach that integrates strategy, IT, organization and business processes. This paper further describes this approach of CRM-based, company-wide reform.