Potentialities of Customer Relationship Management in the Building of Government Reputation

Batista, Luciano (2003) Potentialities of Customer Relationship Management in the Building of Government Reputation. In: Proceedings of the 3rd European Conference on e-Government. MCIL. ISBN 9780954457716

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Abstract

This paper aims to configure out the potentialities of CRM in the building of government reputation by raising key aspects of Corporate Reputation theory that can be strengthened by similar CRM strategic orientations and supported by the deployment of CRM solutions. Initially we address aspects of public cynicism towards government. In the sequence, we describe the main characteristics of CRM systems and point out some functionalities that may act as enablers of positive corporate reputation. We conclude providing examples of CRM applicability for enhancing government reputation.

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 15:00
Last Modified: 21 Sep 2020 00:12
URI: https://ueaeprints.uea.ac.uk/id/eprint/38652
DOI:

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