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

Luciano Batista, Peter Kawalek

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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 languageEnglish
Title of host publicationProceedings of the 2nd European Conference on e-Government
EditorsDan Remenyi
PublisherMCIL
Pages68-79
Number of pages12
ISBN (Print)0954048873
Publication statusPublished - 2002

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