In Search of a Model for Assessing CRM Demand in the Government Context

Batista, Luciano and Kawalek, Peter (2002) In Search of a Model for Assessing CRM Demand in the Government Context. In: Proceedings of the 2nd European Conference on e-Government. MCIL, pp. 68-79. ISBN 0954048873

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Motivated by the benefits claimed to have been achieved in the private sector, governments are seeking to implement CRM initiatives. The broad goals are to improve their services and minimize costs. Giving the wide range of CRM solutions and its high cost of implementation, government bodies will seek to tailor CRM solutions according to their needs and budgets. It is essential that this is done in a coordinated manner in order to avoid fragmentation of solutions. The basic principles of a model for assessing the need of CRM are presented. The model analysis involves strategic, operational, and cultural aspects.

Item Type: Book Section
Faculty \ School: Faculty of Social Sciences > Norwich Business School
Related URLs:
Depositing User: Luciano Campos Batista
Date Deposited: 03 Apr 2012 14:59
Last Modified: 15 Dec 2022 00:52

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