Potentialities of Customer Relationship Management in the Building of Government Reputation

Luciano Batista

Research output: Chapter in Book/Report/Conference proceedingChapter


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.
Original languageEnglish
Title of host publicationProceedings of the 3rd European Conference on e-Government
EditorsFrank Bannister, Dan Remenyi
Number of pages513
ISBN (Print)9780954457716
Publication statusPublished - 2003

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