Postal companies nowadays are competing each other to reach customer’s loyalty. The competition is also faced by PT. Pos Indonesia (Persero) which is one of the state-owned enterprises providing postal service to society. This condition has forced PT Pos Indonesia (Persero) to give service as maximum as possible. To meet the rapid changes of customer demands, companies of customer-based such as PT Pos Indonesia (Persero) should have a flexible service system through restructure their potential to gain their profitability. This effort can be achieved using Customer Relationship Management (CRM) strategy. Given how customers and society in present, with a convenient mechanism for Web 2.0 technologies which are adopted by a wide variety of social media, the strategies offered for these problems is the development of customer service information system using the concept of Customer Relationship Management 2.0 (CRM 2.0). This system allows collaborative conversation (two-way interaction) between the customers and employees who face the prospect/customer to create a business environment that is reliable and more transparent.The paper discusses customer service system in PT Pos Indonesia (Persero) and proposes CRM 2.0 concept into the system to take advantage of the multi-way relationships created by Web 2.0. Keywords: Customer Service System, CRM, CRM 2.0, Web 2.0.
