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

Luciano Batista; Peter Kawalek

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

Luciano Batista, Peter Kawalek

Norwich Business School

Research output: Chapter in Book/Report/Conference proceeding › Chapter

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Abstract

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.

Original language	English
Title of host publication	Proceedings of the 2nd European Conference on e-Government
Editors	Dan Remenyi
Publisher	MCIL
Pages	68-79
Number of pages	12
ISBN (Print)	0954048873
Publication status	Published - 2002

Access to Document

2ECEG_Paper.pdfAccepted author manuscript, 195 KB

http://books.google.co.uk/books?id=3YZP9nBw7AUC&source=gbs_navlinks_s

Cite this

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title = "In Search of a Model for Assessing CRM Demand in the Government Context",

abstract = "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.",

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AB - 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.

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BT - Proceedings of the 2nd European Conference on e-Government

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