1. Read the article, please !

PT MRT Jakarta together with other public transportation operators in Jakarta, is preparing an integrated payment system between capitals and the arrangement of existing train stations in the DKI Jakarta area. This one payment system is targeted to be completed in 2021. While the arrangement of the station is expected to facilitate the flow of service users. So far, the arrangement has been done at Sudirman Station, Tanah Abang, Pasar Senen, and Juanda. Next, the arrangement was carried out at Tebet Station, Manggarai, Gondangdia, and Palmerah.

Innovation is also carried out for the construction of MRT Jakarta phase 2. Starting from the design to the development process because now is an opportunity to build even better for the environment and the people of DKI Jakarta, and inspiration for Indonesia. The use of solar panels to more environmentally friendly materials is included in the design of buildings in phase 2. Pandemic also changed the technology used daily such as contactless for shared facilities (toilets, doors, etc.) to surveillance cameras (CCTV) equipped with body temperature scanners also prepared for phase 2.

In fact, during the construction of Monas Station, the project fence will be designed 'green' to disguise the construction area and give a comfortable impression for visitors to Monas Park. PT MRT Jakarta (Perseroda) will also prepare a Visitor Information Center (visitor center) in Monas Park so that the public can find out the latest information related to Monas Station and the construction of Mrt Jakarta in general.

Innovation is an absolute inevitability to implement especially in times of pandemics like this. By innovating, public services such as MRT Jakarta will remain the choice of the community in carrying out daily mobility.

The question :

From the article, mention the CRM strategy used and explain! Also write down the main steps that an organization needs to take to overcome failures in the service (service failure) from the CRM side!