Translating customer-focused strategic issues into operational processes through CRM - A public sector approach

Luciano Batista*, Peter Kawalek

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

In spite of doubts and misunderstandings regarding CRM implementation in the government context, its adoption has been significantly growing in the last years. Different initiatives have been uncovering CRM benefits for government. Such as benefits may potentially enhance government responsiveness and acceptance by society. In this paper we address the issue of what makes CRM different from other existing solutions and approaches towards customers. We also further analyze the importance of customer-focused strategies for government and which CRM functionalities are being exploited in order to improve organizational performance and relationships with stakeholders. Different dimensions of CRM are briefly mentioned in order to provide a better understanding of its scope and concepts.

Original languageEnglish
Title of host publicationElectronic Government
PublisherSpringer
Pages128-133
Number of pages6
Volume3183
ISBN (Electronic)978-3-540-30078-6
ISBN (Print)978-3-540-22916-2
DOIs
Publication statusPublished - 1 Dec 2004

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
PublisherSpringer
ISSN (Print)0302-9743

Keywords

  • CRM
  • local government
  • public sector management

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  • Cite this

    Batista, L., & Kawalek, P. (2004). Translating customer-focused strategic issues into operational processes through CRM - A public sector approach. In Electronic Government (Vol. 3183, pp. 128-133). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). Springer. https://doi.org/10.1007/978-3-540-30078-6_22